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
- 1,022 total complaints in the last 3 years.
- 435 complaints closed in the last 12 months.
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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:10/12/2024
Type: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 9/28/2024, I received an email from Hyatt that they have closed my World of Hyatt account *********L due to violation of terms and asked me to contact the hotel UrCove ************************ Taikoo ** **************** or ***************************************************************************** for any further inquiries. Ive never stayed in this hotel located in *******, ***** as I live in ************, ** and havent been to ***** during the last 12 months. I believe my account was used without my authorization. I contacted both the hotel and Hyatt via email and phone. However, they have not taken any action to restore the access to my account, which contains ****** Hyatt points and one free night award worth a total of $1200. I have been a loyal Hyatt member for more than 10 years and never had any violations. Im requesting to restore access to my account.
Business Response
Date: 10/17/2024
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: 10/21/2024
Complaint: 22415264
I am rejecting this response because: my account was used WITHOUT my authorization. It was a fraudulent activity that caused my account closure, which I did NOT authorize. Please reopen my account.
Sincerely,
***** **Business Response
Date: 10/27/2024
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:10/12/2024
Type: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 BESIDE myself with the Hyatt Place. We are hurricane ****** victims. Our insurance company took over our reservations and has been receiving invoices. Come to find out, they are also DOUBLE CHARGING OUR DEBIT CARD! And all the charges are pending, so i cant even dispute them. They completely drained the bank of hurricane ****** victims, leaving us with $0 when theyre already being paid by the insurance company! We cannot wait 7-10 business days after check out for the charges to drop off. We have bills that will now bounce, and contractors for our damaged house that will go unpaid. Management at the hotel already admitted the mistake, and Hyatt needs to fix this immediatelyBusiness Response
Date: 10/22/2024
Guest has been contacted and resolution has been found.Initial Complaint
Date:10/11/2024
Type: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.
Booked a trip to ****** week of September *******. Originally booked to stay at ************, but when arrived was told no AC was available so we were moved to dreams Natura. When staying at hotel most of the amenities were closed or being diverted for other events not pertaining to all guest. Preferred club was a complete waste of the extra money paid for because the one breakfast place was never open. Only had turn down and clean room once. Elevators were turned off for 2 days but then magically turned back on when are stay was over because a big group was coming in. Mold on walls above bed, rain water flowing in our door, a giant water slide in view of a ocean view suite.Business Response
Date: 10/18/2024
Guest has been contacted and a resolution offered.Customer Answer
Date: 10/21/2024
Complaint: 22412153
I am rejecting this response because: no resolution or reasoning makes sense. As I told ****** this letter was left under our door by their staff stating no threat to the area.
Sincerely,
****** *******Business Response
Date: 10/30/2024
Hotel has offered an alternate resolution. Awaiting on response from guest. So far guest has turned down all previous offers.Customer Answer
Date: 10/30/2024
Complaint: 22412153
I am rejecting this response because:I am waiting to hear total amount from ****** Sr ** O from dreams Natura
Sincerely,
****** *******Initial Complaint
Date:10/11/2024
Type: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.
This complaint concerns the Hyatt ******************. In Fall of 2023, I purchased a sailboat. The boat was in a slip at the Hyatt ******* The slip transferred smoothly to me when I bought the boat. I am now interested in selling the boat. I immediately found a buyer, but the ****** refuses to transfer the slip. Because of this, the sale fell through. It's near impossible to sell the boat without being able to transfer the slip. The Hyatt insists that the slip is not transferable. According to Hallimi Law, I'm regarded as a tenant at the slip: "California law disfavors anti-assignment provisions concerning commercial real estate interests which would include a boat slip agreement." Hallimi Law says that ******s will say slips are non-transferable in their contracts, but that they lack the proper authority of uphold this in CA law. Why would they allow the slip to be transferred to me, but not allow the slip to transfer to someone else? This puts me in a difficult situation because it's near impossible to sell the boat without the slip. As one interested buyer told me, "Where would I put the boat? I only want it if it comes with the slip." I would not have purchased the boat in the first place if I had thought there would be any difficulty with slip transfer. In conclusion, the Hyatt has locked me in a catch 22. Their refusal to allow slip transfer is unfair (they allow for some and not for others) and is blocking the sale of my boat. Can you please help me resolve this situation?Business Response
Date: 10/16/2024
Guest concerns have been escalated to the appropriate manager who has been in touch with the guest to address the policies of the *******Customer Answer
Date: 10/17/2024
Complaint: 22411472
I am rejecting this response because:I had someone ready to buy my boat. The sale fell through because of the refusal to transfer the slip, even though, the new buyer had a superior credit score to my own. Why was I allowed to transfer into the slip, but someone else, with a better credit score than my own, is not? I believe the established precedent to be discriminatory, and I am trying to resolve this without going to an attorney.
Sincerely,
******* *****Business Response
Date: 10/21/2024
Customer was reminded of the consented and signed lease/contract that prohibits transfers to new owner.Initial Complaint
Date:10/11/2024
Type: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 10/10/2024 around 9pm, I tried to checkin at Hyatt **************/*****. When I booked on the Hyatt app, it only says pet friendly, didnt list any fee requirement/information. When I bought my *** dog to the hotel, Im asked to sign a waiver and pay a fee of $75. I refused because 1. The booking page didnt say a pet fee and 2. I strongly feel discriminated. The front desk *** ***** is not helpful/friendly. I tried to contact customer service but told by ******* that theres nothing she could do (I emphasized that its late at night and need a place to stay, she didnt help me locate another Hyatt place). When I was asked to leave, ***** promised to fully refund me. I still see my points gone from the account. I have to find another place to stay for $180. Asking here for 1. Full refund of my points. 2. Apology from hotel management. 3. Adjustment of hotel app website to specify pet fee. 4. Full reimbursement of my stay last night. Reservation # *******.Business Response
Date: 10/14/2024
Guest has been contacted and a resolution offered.Customer Answer
Date: 10/15/2024
Complaint: 22410772
I am rejecting this response because the hotel manager regard this as a single miscommunication issue, when I responded to request further discussions over the issue or remedy, neither customer service nor hotel manager (or regional manager) respond to my emails.
Sincerely,
****** ****Business Response
Date: 10/25/2024
Guest requested and then refused called from regional management. All attempts have been made to address guest's concerns.Customer Answer
Date: 10/28/2024
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:10/10/2024
Type: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.
The hotel applied two Bar/Restaurant charges to my debit card (charged to my room) which were not made by myself or authorized to be made. The hotel stated they would not charge me but they had to investigate the matter and requested some additional information which was provided. Without any further communication the hotel charged my debit card without explanation. I then requested copies of the signed bar receipts which clearly showed a completely different signature than mine.Business Response
Date: 10/14/2024
Guest has been contacted and resolution found.Initial Complaint
Date:10/10/2024
Type: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 scheduled a flight for me and my mom to see family in ******, ******* for 9/27 - 9/29. The trip was booked weeks in advance before being told about storm ******. My flight was canceled through ***** due to the weather being bad and a national disaster. I contacted Hyatt Midtown Alanta to explain what happened and that it was DECLARED a storm disaster They told me that it was nothing they could do and thst Expedia is who needs to contact them. I called ******* and they contacted the hotel immediately, only to be told that the manager stated that they have stric policies. ******* tried their best, even opening up a case to try again. The next day, I got an email from Expedia apologizing on how Hyatt refused to honor the national disaster. I called Hyatt corporate office on last Wednesday and I am yet to hear back from them. There was a lawyer on ******** who stated that hotels should not charge people when a disaster happens that you as a guest have no control over. I understand policies but in cases as national weather disasters, exceptions should be made. I'm out of ****** dollars and still have not heard back for this big hotel franchise.Business Response
Date: 10/17/2024
Guest has been contacted and resolution has been found.Customer Answer
Date: 10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22404747, and find that this resolution is satisfactory to me.
Sincerely,
Yumeika BarnesInitial Complaint
Date:10/09/2024
Type: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 26, 2024, I received a notification from Hyatt stating that my World of Hyatt account, **********, had been permanently closed due to alleged violations of the programs terms and conditions. Along with this account closure, all of my points and awards were forfeited without providing specific details or evidence of any wrongdoing on my part.I strongly believe that this action was taken in error, and I would like to clarify that I have never engaged in any fraudulent or abusive behavior within the World of Hyatt program. Many of the ******* points in my account were purchased directly from Hyatt, and I find it unfair that these points have been confiscated without proper justification or due ********** my attempt to resolve this issue directly with Hyatt, I have requested detailed explanations and evidence of any alleged violations. Unfortunately, I have not received any satisfactory response from Hyatt to date. This has resulted in significant frustration and financial loss, given the value of the points and awards accumulated in my account.I request that Hyatt reinstates my World of Hyatt account, along with the full restoration of all forfeited points and awards.Business Response
Date: 10/16/2024
After thorough investigation it was determined that the account was closed due to violation of the World of Hyatt program 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: 10/17/2024
Complaint: 22401995
I am rejecting this response because:
Sincerely,
Vivian HoltorfInitial Complaint
Date:10/08/2024
Type: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 was trying to use points OR my yearly free night award with Hyatt which both have a no blackout policy. I've been a Hyatt member since 2012 and am very familiar with their programs. Their policy clearly states there is a no blackout policy, which means if a standard room is available to be paid for, then it must be bookable by points, etc. Here is the statement: "Standard-room Free Night Awards are not subject to blackout dates at Hyatt hotels and resorts" I've attached screenshots of a room in Hyatt ********************** / ************* for Oct 20th-21st to show a standard king room available to be paid for, but not when I switch to points. I tried to chat online with a hyatt **** and even though he himself said a king standard room is available, he confirmed it won't allow me to book it via points (which is directly against the policy and thus illegal advertising). I asked if he can extend my free night award by 1 month to at least give more time to find a hotel to use it at, since they are not abiding by their own policy, but they wouldn't do that either.Business Response
Date: 10/14/2024
Guest has been contacted and compensation issued.Customer Answer
Date: 10/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22394338, and find that this resolution is satisfactory to me.
Sincerely,
Ahmed ElkallinyInitial Complaint
Date:10/07/2024
Type: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 stayed at Hyatt Place **************** from the dates of Saturday, 9/28 to Sunday, 9/29 at *********. I was offered two bottles of water upon check in from the front desk, and offered two bottles of water upon checkout from the front desk. I accepted these bottles from the front desk as I was under the impression that these bottles were a gift.I discovered on 10/3, several days later, that I had been charged two (2) $5 charges for a total bill of $10 charged to my **** card ending in 2015.I called the property on 10/3 and spoke to the manager-in-charge, *******. ******* said housekeeping posted this charge to the card, and states "there were two bottles of water in the room for sale". However, the room did not have two bottles of water for sale in Room 1109. As such, it would not have been possible for me consume these water bottles.After a brief hold, ******* contacted me and told me he would send an email to the property manager who would contact housekeeping, and after confirmation, provide a refund of $10. I am filing this complaint in case they do not refund my money, as I believe the choice to charge unsuspecting hotel patrons $10 for two nonexistent water bottles may have been a deliberate action.Business Response
Date: 10/12/2024
Guest has been contacted and a resolution has been provided.Customer Answer
Date: 10/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22378628, and find that this resolution is satisfactory to me.
Sincerely,
Daniel Russell
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