Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,011 total complaints in the last 3 years.
- 439 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/19/2025
Type:Service or Repair IssuesStatus: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 received a promotional email message from Hyatt hotel regarding points purchase. If I buy points for my rewards account, I'll get an extra 20% bonus points. Before getting into this promotion, I called Hyatt **************** to ask a couple of questions on 5/18/25. One was, how many points I need to get back to my Discoverist member type, as my Discoverist status was removed this year and don't know why. I was told I needed 6400 more points so, I purchased 6000 points (paid $156), which gave me around 7200 points. When I logged into my Hyatt application after this purchase, I noticed that my status was still member & not Discoverist. I called to see what was going on.the 1st ****** I got put me on hold several times and at the end she transferred me to a Supervisor because she said she couldn't help. Spoke to a ***** (Supervisor) who said I can only get back to a Discoverist status by stays at hotel & not by buying points. I told her that's not what I was told. She kept making emphasis on the bonus points I purchased, which I told her originally the message I got about these points did not say the whole thing was categorized as Bonus points. My issue was I was misinformed or deceived and, if I knew I was not going to get back to a Discoverist status, I wouldn't have purchased more points. At the end, she disconnected me. I don't know if she transferred me to another Supervisor that she originally suggested but I told her no, or if she disconnected me on purpose. All I heard was a click of disconnection. I didn't appreciate this!Business Response
Date: 05/27/2025
Guest has been contacted, and the issue has been resolved.Customer Answer
Date: 05/28/2025
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:05/17/2025
Type:Product IssuesStatus: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 (member number *********W) am writing to express my deep frustration and disappointment regarding an unresolved issue tied to case number CAS4853161 concerning my recent stay at ****** from May 5 to May 10, 2025.Despite booking through the Hyatt **** Mrs ***** platform, I was contacted directly by the hotel and charged 6512 AUD (approximately ******* USD). This charge was in addition to the ******* USD that Hyatt had already billed me on April 28 (posted on my credit card on April 29, 2025). As a result, I have effectively been charged twice for the same stay once by Hyatt - **** Mrs ***** and again by HI Travel Qualia.This situation is unacceptable. Not only have I incurred a duplicate charge for a high-value reservation, but the burden has been entirely placed on me to resolve what is clearly a failure in coordination between Hyatt and the property. As a guest who trusted the Hyatt brand, I should never have been contacted directly by the hotel for payment this should have been managed between Hyatt and the ******** make matters worse, despite the case being opened over a week ago, I have not received any follow-up, update, or resolution from your team. The lack of communication and support on such a serious issue is extremely disappointing.I expect this matter to be escalated and resolved immediately, including a full refund of the duplicate charge and a formal explanation of how this happened. Please treat this as a priority and contact me without further delay.Business Response
Date: 05/28/2025
Guest has been contacted and resolution foundCustomer Answer
Date: 05/29/2025
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,
Yang ****Initial Complaint
Date:05/17/2025
Type:Service or Repair IssuesStatus: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 cannot begin to tell how horrible this experience was. Caveat emptor! I will list out issues- pica will be posted: 1. No way to control temp- was same level throughout stay- warmer than it should have been 2. Very little sink water pressure, 3. Light malfunction- could not turn ff nightstand light at all, 4. Undescribable substance/matter on walls of bathroom, 5. Some sort of scum near faucet, and 6. Exposed pipes in bathroom (cosmetic, but still). Was described as better than 4 star-no way this is that. Also, be prepared to pay a destination fee (at least ***** a night) and mandatory valet ****** a night. This was a horrible experience and very little done to accommodate. ******!Business Response
Date: 05/25/2025
Guest has been contacted and resolution found.Initial Complaint
Date:05/16/2025
Type:Billing IssuesStatus: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 have been a loyal World of Hyatt member and on the 26th of September 2024, my account was deactivated or closed without any prior notice or reason provided. I contacted Hyatt customer service, but I have not received any satisfactory explanation or resolution.I was told to contact another hotel within the Hyatt Chain, however, both the hotel and the Hyatt Global customer service was unwilling to assist me, nor are they willing to disclose any details as to why and how my account was casuing any violations.This has affected my ability to access my points and benefits. I would like a full explanation and restoration of my account and points, as well as appropriate compensation.Business Response
Date: 05/22/2025
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.
We stand behind our decision.Customer Answer
Date: 05/24/2025
Complaint: 23339039
I must formally reject the resolution you have provided regarding the closure of my Hyatt account. The reasons you presented are inconsistent with the information originally communicated to me, and no credible explanation or evidence has been offered to justify the actions taken.
Furthermore, you have failed to address or explain the involvement and actions of the third party, Urcove, as referenced in our previous correspondence. This omission demonstrates a lack of thoroughness and responsibility on your part.
Most importantly, there has been zero transparency or substantiation regarding why Hyatt terminated my account. The absence of any documented rationale or evidence calls into question the legitimacy of your decision and shows an alarming disregard for accountability.
I expect a detailed and evidence-based explanation for this matter. Without it, I must consider escalating this complaint to relevant consumer protection authorities and public forums.
Please treat this matter with the seriousness it deserves.Initial Complaint
Date:05/16/2025
Type:Product IssuesStatus: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.
Hello,I was at the Secrets ************************************* in ****** for 4 days. (4/24 - 4/21/2025). When I was at dinner with my family, we were offered Tequila that was priced beyond the all-inclusive package. The waiter told me that it was an up-charge and quickly showed me the price on a tablet. I saw the 490 as he quickly took it away. I agreed, given that the bottle would be an extra $25 or so based on my calculation. After dinner, he handed me the bill for $490USD. I protested but paid as not to make a scene in front of my family and other guests. The next day I protested the price and how it was deceptively communicated to me to my concierge. I met with him again the day after, and then again with the head ******. All three times, plus my email correspondence that I attached to this complaint, I was given apologies and assurances that better training would happen with wait staff. I believe in paying my bills and do not look for handouts. I offered a compromise to split the $490 with the hotel, but the communication has gone silent. Now I am asking for a refund of $490 minus the $25 I reasonably thought I was paying. I am very disappointed in how this was handled. I find it deceptive and unprofessional. Please contact me for further discussion. Thank you, **** ****** ********** ********************Business Response
Date: 05/29/2025
We have escalated this to the appropriate management team who has reached out to the guestCustomer Answer
Date: 05/30/2025
Complaint: 23338703
I am rejecting this response because: It is unacceptable. I was given three verbal apologies at the hotel about the miscommunication and two apologies in writing. I was at a family event and did not want to make a scene by refusing payment. The last email response I was given lacks logic: - "After a thorough review of your case, we must respectfully inform you that we are unable to offer a refund for the bottle of tequila. The charge in question was processed following our standard procedures: the price was shown to you prior to the sale, the bottle was fully consumed, and the corresponding document was signed by you, confirming both your agreement and acceptance of the charge." - Refusing a refund because I paid the bill is illogical. A refund in not possible without paying a bill first. The message I get from this is to be argumentative and to make a scene. I acted like a respectful adult. It is time for Secrets and Hyatt to do the same.I tried to be reasonable. I respectfully had three meetings with the butlers (or concierge(s)) and was offered a meal at a restaurant that is all-inclusive already. I also offered to split the price with the hotel. I am incredibly disappointed in the professionalism of this hotel and Hyatt. This is a deceptive business practice.
I respectfully request to speak to someone from Hyatt. I know that an email does not always accurately communicate the proper tone of the writer. Please be assured that my tone is constructive and reasonable.
Sincerely,
**** ******Business Response
Date: 06/06/2025
Guest has been contacted and a resolution offeredCustomer Answer
Date: 06/10/2025
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. The ************* has offered me a $290 partial refund. I accept that offer.
Sincerely,
**** ******Initial Complaint
Date:05/15/2025
Type:Product IssuesStatus: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.
Stayed at hyatt house 5/8/25 through 5/10/25. They placed a 300 hold on my card which was never returned, then they went back and placed another 527 hold on my cardBusiness Response
Date: 05/21/2025
Member has been responded to and information providedInitial Complaint
Date:05/14/2025
Type:Sales and Advertising IssuesStatus: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.
Were filing a complaint about ****, now Hyatt. When we bought our timeshare, the sales agent made it sound like an easy, affordable way to create great family memories. Instead, weve been stuck with high maintenance fees and cant even book vacations like they promised. We were told we could use any of their resorts, but thats not true either. There are so many restrictions that no one mentioned upfront. Weve tried reaching out to the company several times about these problems, but theyre not responding. We just want to move on from this ownership and put this behind us.Business Response
Date: 05/28/2025
We have escalated this to the appropriate management team who has reached out to the guest. They have explained the exit process of their contract and offered to assist.Customer Answer
Date: 06/05/2025
Complaint: 23330721
I am rejecting this response because: The issue with Hyatt still has not been resolved but we are working together to find a resolution. Thank you for following up. Hope you can keep this case open until the end.
Sincerely,
**** ********Business Response
Date: 06/12/2025
We have escalated this case to the appropriate management team who is currently working with the guest.Initial Complaint
Date:05/13/2025
Type:Service or Repair IssuesStatus: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 was double charged for a stay in September and I want to be refunded for the double charge. I stayed at Hyatt Place ******************************************* **************************************** on 9/16/2024 to 9/18/2024 and I was charged twice in 9/18/3024.Business Response
Date: 05/18/2025
Guest has been contacted and resolution found.Customer Answer
Date: 05/20/2025
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:05/13/2025
Type:Product IssuesStatus: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.
1. Denied Points Conversion for Expired Free Night Award Based on Misleading Information I had a Category 14 Free Night Award that expired on April 30, 2025. Prior to its expiration, on April 29, 2025 at 2:00 PM PDT, I called Hyatt customer service to ask if I could receive points compensation for the award. The representative, Lei, assured me I could only request points compensation after the award expired, and that as a Globalist member, I was eligible for a one-time courtesy conversiontypically ****** points.However, when I followed his instructions and called Hyatt the next day (May 1, 2025), I was told that my expired award could not be converted to points because it was issued through a co-branded credit card. This crucial information was never disclosed by the original agent, and had I known that, I would have used the award before it expired. Instead, I relied on the explicit instructions provided by Hyatts own representative, which turned out to be false.This was not my mistake. I acted in good faith based on incorrect guidance from Hyatt staff. Therefore, I am asking Hyatt to honor the originally promised ****** points as a one-time courtesy.2. Milestone Award Failures Due to System Errors and Lack of Notifications I have also experienced multiple failures in Hyatts Milestone Award system due to both technical issues and poor communication:40-Night Milestone Award (2025):Earned on January 27, 2025, with a 90-day selection window.I attempted to select the milestone award before the deadline, but Hyatts website kept giving errors.I contacted an agent who could not complete the selection either. He submitted a support ticket, but I later received a response saying the milestone award had expired and was forfeited.I made a good-faith effort to redeem the benefit, but was blocked by system issues.20-Night & 30-Night Milestones (2024):I missed these milestone award selections due to lack of timely or specific notifications.Business Response
Date: 05/25/2025
We fully investigated this complaint including reviewing recorded calls. The guest was given correct information multiple times. Because the guest was provided an incorrect answer during one of the calls, we offered compensation that we feel is fair and equitable.Customer Answer
Date: 05/28/2025
Complaint: 23324740
I am rejecting this response because: I requested in total ***** points compensation, but Hyatt only agreed to issue 2000. I denied their solution.
Sincerely,
**** ***Initial Complaint
Date:05/13/2025
Type:Product IssuesStatus: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.
Hi Hyatt Team,Im very disappointed with the experience Ive had with your online representatives. Many of them were unprofessional. If they can't help, they simply leave the chat instead of transferring it to someone who can. This forces me to repeat my questions over and over again, wasting time and causing a lot of ************** a Globalist member and had pre-booked a hotel stay without enough points. As a benefit of Globalist status, the system should detect my points at the time of stay and deduct them automatically. I clearly mentioned this at the start, but when I tried to make a small change to the booking, I kept asking repeatedly to keep the original points rate. Instead, the **** ***** help and just deducted the new (higher) points rate from my account.This has happened twice this month. Last time, they promised to keep the original rate but changed it without notice. I ***** save the chat then and had no way to prove it. I even emailed Hyatt to complain but received no response. Thats why I cancelled all my ************ its happening again. I spent over 2 hours just to fight for ***** points. Whats the point of being loyal to Hyatt or being a Globalist if these basic benefits arent honored? If a simple booking change just resets everything, whats the value of booking early?I saved the chat this time, and I have screenshots showing how **** like ******** G and ****** *. just left the conversation. I believe I deserve an apology for this poor service. Ive been saving my points to stay with Hyatt and support the brand, but now Im seriously considering cancelling all future bookings and sharing this experience on travel and points forums.Please respond and resolve this issue.Business Response
Date: 05/25/2025
Guests has been contacted with proposed solution and has not responded yet
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