Complaints

This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  9805 Q St Guess Service Omaha, NE 68127-3273

• 

  Hyatt Hotels Corp.

  300 Light St Baltimore, MD 21202-1092

• 

  Hyatt Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 3, 2024, I reserved a room with Hyatt House in *********** for arrival on October 25, 2024, I upgraded studio Kitchen with Two Queens. (Hyatt membership # ********). Total charges of $227.96. Hyatt charged my debit card for $232.96 and did not studio Kitchen with Two Queens. But upon check in the hotel only a room with a King bed with no Add on. I complained to the manager ****** McCloffin. They denied the reservation and stated that they are not Hyatt Brand. They did not provide an extra bed and ask for $600 charge for the room.

  

  Business Response

  Date: 11/03/2024

  Guest has been contacted and the issue has been resolved. 

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at the hotel Friday 10/25/24 at 530 pm for my reservation. The hotel did not have power but the rest of the block did. I had to walk up to my 5th floor room carrying my heavy luggage, and could not use my key to access my room as power was out. The hotel managed to have their credit card machine working and still charged me incidentals. I could look across the street and see businesses running, residential homes running. I called customer service as I had to fine somewhere else to charge my devices, bathe, and change. I called customer service at 1033 pm and was told the power was still out. I was not able to go to my room until 2am when power was restored. Upon checking out I asked if there was any type of compensation I could receive back since I did not have access to my room for my first day and night and was told no. The receptionist named nana lied to my face and told me power was out to the whole city. It was not, and I had gone across the street to be I. Light and eat and charge my devices. She then lied and said well it was their block that was out of power. And I told her that was not true as the residences, businesses, and other hotel had full power. She refused to give me any sort of compensation back and still charged me full price for 2 nights even with having no access to my room for 9 hours.

  

  Business Response

  Date: 11/04/2024

  Guest has been contacted and the issue has been resolved. 

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at the Grand Hyatt ************* in ****** from October 17 to October 21, 2024. On the first night, I arrived at my room after midnight, turned off the air conditioning, and opened the sliding door slightly for some fresh air before going to bed.When I got up at 8 a.m. to close the sliding door and curtains, I discovered that the entire floor was flooded with about an inch of water. The tiles were incredibly slippery, and despite my carefulness, I slipped and fell, injuring my knee. I was in excruciating pain and couldnt get back up.I called the front desk, and they sent someone to wrap my knee and bring ice. For the next four days, I had to take ********* to manage the pain. Upon returning to **********, I visited an orthopedic surgeon and learned that I had a strained ACL, requiring me to wear a knee brace for eight weeks.I reached out to the general manager at the hotel, but his response was simply, "I hope you feel better soon!"

  

  Business Response

  Date: 11/05/2024

  Guest's concerns were escalated to the General Manager who has been in touch with the guest to address the issue.  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22478337
  
  I am rejecting this response because:
  
  It appears that both the General Manager of the establishment and the Hyatt organization have completely overlooked the critical fact that the lack of proper signage and the slippery floors contributed to my injury. Additionally, the power outages forced us to take the stairs, which exacerbated my already injured knee.
  In the interest of fairness, I initially offered to resolve the matter by accepting either ******* points or a refund for my stay. Unfortunately, this offer was ignored, and I only received a generic acknowledgment thanking me for bringing these issues to their attention.
  As of now, I am still suffering from significant knee pain, to the point that I had to cancel a planned trip to ****** this week. Given their lack of a satisfactory response, I am left with no option but to refer this matter to our attorney.
  Sincerely,
  
  Beruz ******* ******

  

  Business Response

  Date: 11/20/2024

  Guest's concerns have been escalated above the local management. We will continue to monitor until resolved.  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22478337
  
  I am rejecting this response because the business stated that the General Manager of the property had filed a claim with his insurance company, and that I should wait to hear from them. However, this matter could and should have been resolved from the outset.

  I have retained our firm's attorney to handle the case. That said, I would like to thank the Better Business Bureau for your efforts in trying to resolve this issue.
  
  Sincerely,
  
  Beruz ******* ******

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a stay at this hotel on October 12 and the front desk lied to me about the destination fee, claiming that I will get refunded for $69 if we did not use the service on a card. Here is my review on **************************** with Hyatt this time. The room and location are good. However, the front desk lied to me about the destination fee. We saw that on Expedia when we booked it and asked the front desk. The front desk claimed that if we don't use anything on the list, they will refund the destination fee. So we didn't use anything, including the $10 food credit, hotel shuttle, coffee machine. On the day of checkout, the front desk re-assured to us that we will get refunded for both destination fee and the hold. However, after 10 days, destination fee is not refunded and I called them. They said the company's policy states that $20 destination fee is imposed mandatorily. THIS IS STRAIGHT UP LYING TO CUSTOMERS. I am very disappointed at ********************** for lying.

  

  Business Response

  Date: 11/04/2024

  Guest's concerns have been escalated to the appropriate management team who has been in touch
  with the guest

• Initial Complaint

  Date:10/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding the unjust closure of my World of Hyatt account and the refusal by the hotel to provide any further information or clarification on this matter.I received a notice from Hyatt informing me that my World of Hyatt account had been permanently closed due to alleged violations of the program's terms and conditions. The notice claimed that I engaged in activity inconsistent with the program's rules, including possible fraudulent or deceptive conduct. However, I reside in the ************* and have not participated in any such activities, nor do I recognize the hotel or reservations associated with these accusations.Following this notice, I reached out to the contact provided in the communication***************** and **************************************************** clarification and details regarding these claims. Unfortunately, the hotel refused to provide further information or evidence regarding the alleged violations. This lack of transparency is extremely concerning, as I have not been given the opportunity to address or understand the accusations made against **** have been a loyal member of the World of Hyatt program and have always adhered to its terms and conditions. The sudden termination of my account, along with the forfeiture of all points and benefits, has caused me significant inconvenience. Additionally, Hyatt has converted my future reservations to standard rates, which could result in no-show penalties and further financial loss.I am seeking the following resolutions:A full review of my account activity to identify and correct any potential errors. Immediate reinstatement of my World of Hyatt account and the restoration of all points and awards.An explanation for the hotel's refusal to provide information upon my request.If these issues are not resolved promptly and satisfactorily, I will consider pursuing additional legal options to protect my consumer rights.

  

  Business Response

  Date: 11/01/2024

  After thorough investigation it was determined that the guest violated our terms and conditions.
  

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22471309
  
  I am rejecting this response because: I never have business with the hotel provided in ***** and I never get reply from the email they provided to me.
  
  Sincerely,
  
  **** **

  

  Business Response

  Date: 11/07/2024

  Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions. We stand behind our decision.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12, 2024, I reserved a room under my name at the Hyatt hotel in *********, **, for one night. After driving 300 miles from ******* with my wife, we arrived at the hotel at 2:00 AM on October 13, 2024. Upon presenting our reservation email at the front desk, the hotel staff refused to provide us with the room, claiming that the room was given to another guest because I had not arrived by 1:00 AM, even though I had told them that I am driving from *******, and will arrive late night. Despite showing them the confirmation email, they insisted they had no available rooms. As a result, my wife and I had to sleep in our vehicle on the roadside, as there were no other accommodations available at that time. This caused us significant distress, especially as we had a critical morning meeting the next day.I believe this constitutes a clear breach of contract, and I am seeking accountability from the hotel for:1. Failure to honor a confirmed reservation.2. Emotional distress and inconvenience caused by having to sleep in our vehicle.3. Any expenses that arise from this situation.I kindly request the BBB assist me in resolving this issue by seeking an appropriate resolution from Hyatt, including a formal apology, refund, and reasonable compensation. I have been trying to the hotel, but no response.Thank you for your attention to this matter.

  

  Business Response

  Date: 11/05/2024

  Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest. 

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was charged a smoking fee at this and was told there was evidence to support their claim. I have asked multiple times for said evidence and have never received a reply. As an employee for this brand of hotels, I would absolutely never smoke in a room especially when using my employee rate to stay at this hotel. I also only stayed for 1 night at this establishment so it would be stupid for me to do that and risk losing my employee rate.

  

  Business Response

  Date: 11/05/2024

  We investigated this matter fully with the assistance of hotel management with finding evidence in the room, they have declined to refund the charge.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22463659
  
  I am rejecting this response because:
  I have asked for said evidence about 5 times already and I never get a response. As an employee for this company I know that if a consumer asks for evidence, you have to show it to them. You can not charge somebody on a base-less accusation. 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/14/2024

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22463659
  
  I am rejecting this response because: I have asked multiple times for the photo evidence that they said they had and that shouldve been attached to my file/folio. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Against Hyatt Hotels Corporation Regarding Account Suspension Dear *********** am writing to file a formal complaint against Hyatt Hotels Corporation concerning the suspension of my Hyatt account and their lack of response to my inquiries.Details of the Complaint:Company Involved: Hyatt Hotels Corporation Account Information: ********** Date of Account Suspension Notification: 09/29/2024 Attempts to Resolve the Issue:On 09/29/2024, I received an email stating that my Hyatt account had been suspended without any detail explanation.I immediately replied to the sender seeking clarification but did not receive a response.On 10/03/2024, I contacted Hyatt Concierge via email to inquire about the suspension. Again, there was no reply.I sent a follow-up email on 10/13/2024 but as of today, I have not received any communication from Hyatt regarding this matter.Issues Experienced:1. Lack of Transparency: No explanation provided for the account suspension.2. Non-Responsiveness: Failure to respond to multiple inquiries over a period of 4 weeks.3. Loss of Access to Rewards: 3.1 I am a holder of the Hyatt Credit Card and can no longer access my credit card reward nights and reward points. 3.2 I have purchased a substantial amount of Hyatt points, and I have lost access to these points as well.4. Inconvenience and ******************* Loss: The inability to use my earned and purchased rewards has caused significant inconvenience and potential financial loss.Desired Resolution:1. An immediate explanation for the suspension of my account.2. Restoration of my account privileges if no valid reason for suspension exists.3. A formal apology for the lack of communication and inconvenience caused.4. I value the services provided by Hyatt and am disappointed by this experience. I kindly request your assistance in resolving this matter promptly.

  

  Business Response

  Date: 10/28/2024

  After thorough investigation it was determined that the guest violated our terms and conditions. The guest has been contacted and provided the investigation results with the terms and conditions advising that accounts that are suspected or found to be acting in an abusive or fraudulent manner or engaging in any conduct that artificially, improperly, or deceptively impacts the accumulation, use, or loss of points, awards, or membership benefits may be closed. We stand behind our decision.

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22462506
  
  I am rejecting this response because:

  I have attempted to contact UrCove Chengdu Wenshu Monastery Taikoo ** at ***************************************************************************** since October 13, 2024, but have not received a response.
  I respectfully request detailed information on the specific terms I am accused of violating. Understanding these details is crucial for me to address any misunderstandings and ensure compliance in the future.
  Additionally, I would like to know if there is an appeal process or any steps I can take to rectify this situation. I value my relationship with Hyatt and hope to resolve this matter amicably.
  Thank you for your attention to this urgent matter. I look forward to your prompt response.
  
  Sincerely,
  
  Keyu Nie

  

  Business Response

  Date: 11/08/2024

  Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions. We stand behind our decision.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22462506
  
  I am rejecting this response because:
  I am reaching out to provide an update on my complaint regarding the World of Hyatt account closure. *********************** ********** Support team responded, acknowledging my multiple attempts to reach the Hyatt directly, which went unanswered. While Hyatt has assured me they are coordinating with their regional team to address this issue, I have not yet received detailed information on the specific program terms that Hyatt claims I violated. This lack of transparency is concerning, especially given that my accumulated rewards and account status are at stake.
  I am hopeful for a prompt and satisfactory resolution but wanted to document this ongoing issue with the BBB in case further assistance is required. I appreciate the BBBs help in facilitating clear communication and transparency in this matter.
  Thank you for your continued support.
  Sincerely,
  
  Keyu Nie

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family traveled to and stayed at Hyatt ***************** from 10/12 to 10/13. Our mother got injured during the stay. She walked into a glass door from the outside when she's back from the pool, believing it was not there due to its clear and non-visible design. As a result, she bumped into the door, fell down on the back of her head and was hurt. We wrote to the hotel on 10/17 (email to *****.******) to report our serious safety concern regarding the glass door and seek for apology and compensation but got no response from the hotel until today. While we understand the aesthetic appeal of clear glass doors, they pose a significant hazard if not properly marked or indicated. There were no visible markings or indicators on the door to make it stand out, which contributed to the accident. Please see the photos attached on the door (the right most window), which very much looks like the window does not exist from the outside view.This situation has caused us great distress and was very disruptive to our travel plan. Our mother is 60+ years old. We are very worried about her well-being due to the injury. The injury was very painful for her as she was having a serious headache after the injury, and she also scratched her arms. As a result, we cancelled the remaining trips and came home to let her rest. We are also very concerned that it could happen to other guests if this safety issue is not addressed. We urge the hotel to take immediate action to improve the visibility of the glass doors, perhaps by adding clearer signage or visible markings for safety. We also would like to express our deep disappointment regarding the lack of response and empathy shown by hotel staff following this incident. Not a single member of the hotel staff offered an apology or acknowledgement of the safety hazard or any compensation for the injury and disruption caused.

  

  Business Response

  Date: 11/04/2024

  Hotel's executive management has been in contact with the guest and submitted the guest's complaint to their insurance due to the nature of the complaint.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint regarding gross negligence, poor customer service, and unethical practices by Dreams Curaao Resort and its parent company, Hyatt Inclusive Collection. On September 11, 2024, I sustained a serious injury while staying at the resort due to improper room conditions (a queen mattress on a king-sized bed frame), leading to a fall and concussion. The resort management, specifically the Manager on Duty, **** ******* failed to report the incident, provide proper medical care, or initiate the claims process.Despite repeated attempts to address the situation, there has been no communication, no incident report, and no claim filed with the insurance company. The handling of this matter by resort staff, especially Mr. ******* has been appalling, as he delegated communication to employees and provided vague responses instead of assisting directly. Moreover, Hyatts customer care representative, ***** ******** prematurely closed my case without a proper investigation, further adding to my distress.I have provided medical documentation showing ongoing symptoms from my concussion, including headaches and ***********. Despite being the victim of gross negligence, I have been ignored, dismissed, and forced to advocate for myself. I am requesting the BBB investigate this case to hold Dreams Curaao Resort and Hyatt accountable for their negligence, unprofessionalism, and failure to provide adequate resolution.

  

  Business Response

  Date: 10/31/2024

  Guest's concerns have been escalated to the General Manager who has contacted the guest to address the issue.  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22460642
  
  Subject: Rejection of Hyatts Response to BBB Complaint
  
  Dear BBB Representative,
  
  I am writing to formally reject Hyatts recent response regarding my complaint. Their response does not reflect the gravity of the ordeal I endured nor does it address the continued impact on my well-being.
  
  From the onset, Hyatt and the resort staff demonstrated blatant disregard for my experience and symptoms. Despite clear documentation of my injuries and worsening symptomsincluding persistent migraines and vision issuesthey failed to offer any genuine concern for my welfare. Hyatts initial and ongoing response has been dismissive, with no accountability or remorse for their actions. The property management only engaged with my case after my BBB complaint, further highlighting their disregard for my well-being as a guest until outside pressure was applied.
  
  It is evident that Hyatts actions and their prolonged inaction on this matter have not only disregarded my rights as a guest but have caused me emotional distress. This matter remains unresolved, as no substantive resolution has been provided that acknowledges the severity of my injuries or the negligence I experienced. Hyatts response lacks the sincerity and responsibility necessary to address the full impact of this incident.
  
  Thank you for your continued assistance in this matter.
  
  
  Sincerely,
  ***** *********
  

  

  Business Response

  Date: 11/13/2024

  Due to the nature of the claim, the hotel has escalated the issue to their insurance company. The General Manager has contacted the guest to advise.