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 Regency Lake Tahoe Resort, Spa And Casino

  111 Country Club Dr Incline Village, NV 89451-9305

• 

  Hyatt Hotels Corp

  3551 N Escala Ct Park City, UT 84098

• 

  Hyatt Hotels Corp

  1441 Quivira Rd San Diego, CA 92109

• 

  Hyatt Hotels Corp

  One Market Pl San Diego, CA 92101

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:10/22/2024

  Type:Customer Service 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 formally lodge a complaint against Hyatt regarding the unauthorized access and theft of my accounts awards and the lack of timely assistance from their customer service team.On October 19th, my ********************** account was fraud. I immediately called customer service to report the issue, and my account was subsequently frozen while they conducted an investigation. After completing the investigation, Hyatt confirmed that three free night awards were stolen from my account without my authorization. On October 20th, they unfreeze my account and instructed me to change my email address and password before contacting them again to have the free nights restored.I promptly followed their instructions and contacted Hyatt after updating my credentials. On October 21st, they restored the free night awards to my account. However, to my shock and dismay, on October 22nd, midnight, my account was hacked again. This time, three free night awards, one suite upgrade award, and two Club Access awards were stolen. I immediately tried to contact Hyatt again, but no customer service representative was available.Feeling helpless, I turned to Hyatts online chat support. Despite clearly explaining that my account had been hacked, the representative simply told me that any awards that were sent out could not be retrieved. This response left me extremely anxious and frustrated. At that time, I was actively planning my vacation and using the Hyatt app when I witnessed all of my awards vanish right before my eyes. Can you imagine the distress of seeing your property being stolen in real-time and being unable to do anything about it? Worse yet, I couldnt even secure my account or find anyone available to assist me.This entire experience has caused me great distress, leaving me feeling helpless and anxious. Moreover, it has ruined my vacation plans.

  

  Business Response

  Date: 10/30/2024

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:10/21/2024

  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 this property on October 5, 2024 for 1 night. Upon checking out of this property, I received a charge for $294.38 from them. The front desk associate claimed this was a fee for smoking in the room, which I did not. This employee refused to escalate the issue to a manager, refused to allow myself or Hyatt corporate speak with a manager. They have refused to provide a breakdown of this large charge. I did not smoke in their rooms or on their property, have submitted proof of a 2 year non smoking lease and multiple hotel stays without incident per Hyatt corporates recommendation, with no resolution.This property is falsely charging guests after checkout, charging astronomical amounts, and stonewalling guests from resolution. This is terrible customer service and unacceptable business practice.

  

  Business Response

  Date: 11/04/2024

  Guest has been contacted by the hotel and was advised that the hotel stands by their findings.  

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi Hyatt,We had planned a weekend stay with our kids at the Hyatt ******************, but it turned out to be a disappointing experience.1. We requested a crib in advance, but upon our arrival, no crib was provided.2. The front desk staff was unwelcoming and did not inform us about the benefits for Globalist members. Instead, we were simply handed a card that stated, "These are the benefits." When I specifically asked for crayons and coloring booksbenefits included for Globalist membersthe staff did not mention them until I requested them. Afterward, the staff member gave me an unfriendly look and placed a basket of coloring books in front of me. The benefits were only provided upon my request.3. Around 10 p.m., my children discovered blood on the comforter, which we were supposed to use that night. It was extremely disturbing. Ive attached pictures with this complaint. Given that there was also other trash left in the room, I doubt the comforter had been washed. Since my children tends to put things in their mouth, Im concerned that the blood could lead to virus infection. While the manager, ****, assured us that the comforter had been washed and sincerely apologized, which eased my concerns somewhat, Im still worried about potential health issues for my children.4. The next day, around 2 p.m., the alarm went off while we were napping. We immediately grabbed our children and headed for the stairs. My husband and I each carried one child, both weighing 36 pounds. We descended from the 11th floor to the -1 floor. Ive had leg surgery and cant put too much weight on it, while my husband has a back injury, yet we still carried our kids down 13 floors. When we finally saw the security guards, they informed us it was a false alarm, triggered by someone vaping upstairs. No one made any announcements for over 20 minutes! and there were no security guards in the stairwell to let us know it was a false alarm! My husband and I are having pains severly now.

  

  Business Response

  Date: 10/24/2024

  Guest has been contacted and compensation was given.  

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:10/20/2024

  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.

  Subject: Request for Compensation Due to Power Outage and ************ at *************************************** I hope this message finds you well. I am writing to express my dissatisfaction with my stay at the *************************************** on October 19, 2024. Due to a power outage, our entire stay was ruined, and we had no choice but to leave incurring even more expenses and having our plans entire ruined. While we appreciate the refund provided, the situation caused a significant inconvenience and led to unexpected travel expenses. We had traveled specifically for this stay, and unfortunately, it was a complete waste.Adding to the frustration, there seemed to be little urgency or concern from the hotel staff regarding the outage. No announcements were made until we suggested that they do so. During this time, we were forced to climb 12+ flights of stairs on three separate occasions, once with our luggage, which was an extremely difficult and stressful experience.Given these circumstances, we are requesting further compensation in the form of a future stay at your property. It would be this month still. While we understand that power outages can happen unexpectedly, the lack of communication and the overall poor handling of the situation left us with a very negative impression. The staff seemed to expressed little regard for the safety and care of their guest. People were in the parking garage panicking because it was pitch black it took forever to find our vehicle because it was so dark. All reservations elsewhere were canceled. Please consider this request as a good faith gesture to make up for the unfortunate experience we had. I look forward to your prompt response. Side note music in the lobby dont doesnt feel like a hospital ER when you walk in would be much more inviting Thank you for your attention to this matter.

  

  Business Response

  Date: 10/24/2024

  Guest has been contacted and compensation provided. 

• Initial Complaint

  Date:10/17/2024

  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.

  Hello, I currently reside in ******, **. I booked a 1 bed hotel room at Hyatt Regency in ******* from Saturday October 12 - Monday October 14. My girlfriend and I arrived earlier than the checkin time and we were informed by the front desk - its a $50 early check in fee. We agreed to the fee because we wanted to settle in. At the same time - we were informed there would be a $250 hold on the credit card incase of damaged upon checkout. 3 days after checking out and returning to ****** - I noticed their was a $356.31 charge on the credit card. I contacted the Hyatt Regency and they sent me an invoice that shows how the charge of $356.31 was calculated. There was no damages in the invoice. The $356.31 is added from a lot of miscellaneous fees that we did not agree and/participate in. I want a full refund. I am asking for your help and guidance in order to receive the money that was wrongfully taken out of my account.

  

  Business Response

  Date: 10/28/2024

  Guest has been contacted with proposed solution and has not responded yet

• Initial Complaint

  Date:10/17/2024

  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 reserved a room with the Hyatt hotel in ********** (which I have done many times) on August 21st, 2024 for a room to be booked for October 16th-20th. I had no intentions on paying in full until my arrival to the hotel on said booked date. That is how I have always done is for the last 4 years. HOWEVER, on September 6th, Hyatt took $1k of my money for the room in advance and when I called, the lady on the phone laughed at me and said this was a NEW policy and that I was not to get a refund even though I needed to cancel since I was not going to be there. NO where does it state on their page when booking that there will be a deposit owed until you get deep into policy and even then its very brief saying " If the Hyatt hotel where you are staying requires a credit card deposit, your credit card will be charged as soon as the hotel can process it". My card was not charged at the time of booking and instead it was 2 weeks after booking AND I was laughed at over the phone and hung up on.

  

  Business Response

  Date: 10/28/2024

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 Oct 6th I had booked a room Hyatt Place to accommodate my elderly family member due to there being a family emergency. We were told we werent going to be allowed to check him in until 3p. That was not going to work, so we booked with someone else who then was able to accommodate us. We asked about a refund considering we werent going to be able to check-in. The staff member instructed us to have the booking agency reach out to the hotel and we should receive a refund. As I didnt receive the refund I contacted the hotel to speak with manager. He neglected to return my calls. I went in person to find that he had actually denied the refund. I explained to him what his staff had told us on the phone as she was gracious enough to help us. But he said he doesnt know why she should would say that but he was not going to honor the refund although I explained the extenuating circumstances. He said because it was last minute and late at night he was not going to honor the refund of $178.72 as he let out a small chuckle as if the situation was amusing to him. Not to mention the inappropriate and unprofessional behavior of front desk staff member as I was having the conversation with the general manager **** ******-*********.

  

  Business Response

  Date: 10/27/2024

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/13/2024

  Type:Customer Service 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.

  BBB *********************** and Misleading Standards at Hyatt Centric ******* ****************** Complaint by: ******* ********* Hyatt Status ID: ********** Dates of Stay: 10/10/2024 - 10/13/2024 Hotel: Hyatt Centric ******* Santa ****** To whom it may concern,I am writing to formally express my frustration and disappointment with my recent stay at Hyatt Centric ******* ****************** from October 10th to October 13th, 2024.First and foremost, the service at the hotel was subpar, with unhelpful and inattentive staff. Despite booking a suite upgrade, the level of service we received was shockingly poor. The food served at the hotel was terrible, and even something as basic as a latte was served cold. The room lacked a coffee machine, which we had to call and request. For a hotel under the Hyatt brand, this was unacceptable.Additionally, the overall cleanliness and condition of the hotel were disappointing. The carpets were dirty, and there was a persistent unpleasant smell throughout the property. We were shocked to learn that this is a newly acquired Hyatt property, as it in no way meets the quality or standards associated with the Hyatt name.The hotel itself is much older than the online pictures suggested, which we found to be misleading. The images presented a far more modern and well-kept property than what we experienced. This misrepresentation and the below-standard service made for an extremely unsatisfactory stay, far below what I would expect from Hyatt.I hope this feedback will prompt action and improvements for future guests. As a loyal Hyatt customer, I expect much better from a brand that is known for its high-quality service and accommodations.Paid 150K Points. Sincerely,******* ********* Hyatt Status ID: **********

  

  Business Response

  Date: 10/25/2024

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

• Initial Complaint

  Date:10/13/2024

  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.

  Dear *** or Madam,Hyatt Fraud Investigation sent me an email on 27.07.2024, It said they have determined that I violated the World of Hyatt program terms. As a result, my World of Hyatt account(530917431K) has been permanently closed, and all points and awards have been forfeited(Ref:MSG0111532009) . This erroneous operation resulted in my Globalist account lost more than ******* points and plenty of Guest of Honor Awards.I have tried contacting Hyatt Fraud Investigation by e-mail, but they just keep response sort of automatically reply e-mail. Since I was trying to find out why I get account closure and they just never give a specific reason with evidence. Obviously, I did not violate any laws or regulations, this is a huge mistake. I have been stay with Hyatt hotels for 6 years, and I cherish every single point I earned so I rarely spent point to book the Hyatt hotel always pay by cash. However, they just close the account of loyal ********************** member with no explanation and evidence. That really hurts consumer or the brand loyal member, since it seems the big hotel brand dose not need to comply with consumer laws. The last but not the least, what I request is Hyatt group need to restore my account with apologies after rigorous investigation. Many thanks for providing a platform for consumers to defend their rights. I looking forward to your reply. Best Regards ****** ****

  

  Business Response

  Date: 10/25/2024

  After thorough investigation it was determined that the guest violated our terms and conditions. The guest has been contacted and provided with information to further assist with their questions.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22416698
  
  I am rejecting this response because:

  According to the the statement of the business I violated their rules, but there is still no evidence to support their conclusion. I ensure that my account is used within the rules and that no regulations are violated. If the business claims I violated the rules, please provide a complete and clear chain of evidence.

  I sincerely hope that the BBB platform could help me to safeguard the legitimate rights and interests of consumers,resisting unreasonable accusations and disappointing harm from the business. The most infuriating thing is that  I still have no ideas why my account was closed until today.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 11/06/2024

  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: 11/10/2024

   
  Complaint: 22416698
  
  I am rejecting this response because: The business violated the legitimate rights of consumers and continue this unreasonable action. 
  

  I cannot accept any accusation without solid evidence. In this complaint, The business always has been responding to questions in a negative manner.

  Certainly, the business should stop violating consumer rights and restore my account immediately

  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased a stay on priceline at ********************************* for sept 16 to the 18th, but due to covid and other bc related illness, I could not make the stay. I had been ill for some time due to complications of covid but also other flu type symptoms, come to find out I have a breast tumor/mass that was recently discovered.I had been ill plus confused.I spoke with Priceline and explained so they said they would need to call ******** sav to get a waiver so that my almost $600 tab would be returned.We spoke with a lady who told us we needed to speak with her front desk manager.I had also explained to him id been ill due to covid and had proof. I then went on to tell him I had continued symptoms that mimicked covid-flu like symptoms due to a breast tumor,he said he needed proof of that.II thought ummm proof of my tumor,ugh,so he gave me his email and I had to send proof of my breast tumor to *************************************************** ,he went on to say he is going to send that to his manager,so I was even more worried cause now my pathology report is floating around.I just didn't no if this was normal.I really love the HYATT brand but Ive never experienced this ,Ive always stayed at their hotel in ********** az where I've had several surgeries due to previous bc and never had a bad experience.IAs a matter a fact I plan on staying their for my upcoming reconstructive surgery as a result of the proo I had to send him.I just was wondering if anyone else has ever had to prove they had a breast tumor.I sent the path report cause I didn't want to send the actual image,I was already uncomfortable. Just want to make sure I am being treated fair and wld like to see that I am able to get a waiver since I did send the proof as he told me I needed to.

  

  Business Response

  Date: 10/16/2024

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22416321, and find that this resolution is satisfactory to me. HYATT was prompt in resolving the problem and proceeded to resolve with class and integrity.
  
  
  
  Sincerely,
  
  
  
  Mara Finch