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.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

• 

  Hyatt Hotels Corp.

  2 Van De Graaff Dr Burlington, MA 01803

• 

  Hyatt Hotels Corp.

  54 4th Ave North Waltham, MA 02451

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:10/09/2024

  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.

  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 Holtorf

• Initial Complaint

  Date:10/08/2024

  Type:Order 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 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 Elkalliny

• Initial Complaint

  Date:10/07/2024

  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.

  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

• Initial Complaint

  Date:10/06/2024

  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.

  We are staying at the Hyatt *************. We have tried everything we can to resolve our situation with Hyatt without success.When we checked in the front desk employee was incredibly rude. My friend that I am sharing the room with booked through ************ and apparently they booked through Expedia, so he just kept saying you booked through a 3rd party and was very mean and rude.When we got to the room the pull out bed was broken. We booked the suite because we are traveling with our 3 kids and we were promised space for 6 to sleep.The couch bed was broken and would not come out. Then it was stuck half out and maintenance came up. By the time they got here we were able to force it back ****** we have to have a roll way with the kids just sleeping on the couches not on beds. They also will not give us more pillows stating they are out. The sink in the powder room is also cracked and the fridge is broken but they did bring another separate fridge.Overall the room is in terrible condition. We called the front desk to try to get help but they said we couldn't change rooms even though many things are broken in the room. My daughter screamed in play while we were on the phone and instead of trying to help us the front desk threatened to call hotel security.I then called Hyatt corporate because the hotel wouldn't help us. I got the below case number and was promised that they would reach out to the hotel for resolution.We received an email from the hotel stating they recorded the broken things and would work to get them taken care of but nothing has changed this room needs renovation. I called back to corporate to explain the email apologizing but keeping us in the room was not an acceptable resolution. I was promised a call from a manager but did not hear anything. I tried to use corporate support chat but they said while we are staying here there is nothing to do.

  

  Business Response

  Date: 10/12/2024

  Guest has been contacted and this has been resolved.

• Initial Complaint

  Date:10/03/2024

  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 checked into Hyatt Place on 7/28 for a 3 night stay. The room given was not tidy. It started off with the bathroom where there was hair in the shower and towels had stains. Later I discovered dried blood stains on the bedsheets. Tried to report this to the front desk but kept waiting for a response. I finally got frustrated and had to focus on work later during day. It was a busy work trip leaving me little time to focus on Hotel follow up. Later after checking out I called Hyatt customer service at ************. The customer service credited my account with mere 2000 points after a ~45min discussion which further infuriated me. I talked to at least two customer service agents separately who said the Hyatt location I stayed at will contact me but I got no calls. I finally called the same Hyatt Place and was kept on hold for the manager. I was later told he is in a meeting and will call back but he never called back. I called the location again and it was the same case. I was not able to reach the manager. His name is ****. It is very frustrating and disappointing to see Hyatt's approach to guest feedback.

  

  Business Response

  Date: 10/17/2024

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

• Initial Complaint

  Date:10/03/2024

  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 checked in on 9/30 I informed the front desk the room was dirty on 10/1 and requested they clean it or get me another lockbox. They didnt do any of the request and was very hostile when I called guest services. I checked my bank account and five changes were deducted from my account. Please refund my money back and explain the additional charges

  

  Business Response

  Date: 10/17/2024

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

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22376372
  
  I am rejecting this response because:
  
  I have not received the adjustment or any resolution. Please send the resolution.

  Sincerely,
  
  Alliedean ********

  

  Business Response

  Date: 10/21/2024

  The guest has been contacted and has yet to respond.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22376372
  
  I am rejecting this response because: the charges have not all been adjusted and I received another charge on 10/18 and I check out weeks before .
  
  Sincerely,
  
  Alliedean ********

  

  Business Response

  Date: 11/01/2024

  Guest has been contacted with a request for more information. The guest has not responded to multiple requests.

• Initial Complaint

  Date:10/02/2024

  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 ********************** on Sept. 25, 26 and checked out on the 27th, 2024. This hotel is in a residential commercial district of *********, **. It is in ******************, which has a noise ordinance for commercial and residential districts. As a hotel, they were to allow me to rest without the need to complain about loud noise band coming from their rooftop bar blasting until 1:30am. This hotel did not alert me as to the band issue when booking or when checking me in, but put me in the top room floor, the 8th floor, where the heavy equipment on the roof was moved around and the loud band played until well past the 10pm Noise Ordinance curfew for *********, as ********* is a district of ********* and not a true city. I contacted the hotel customer service number during my first night at around 11:30pm and advised them of the loud band noise past 10pm (see Hyatt complaint case # CA4417471) and this did not stop the loud band noise on the second night which went until 1:30am. I was involved with rigorous work days that required a proper night's sleep due to intense focus required during working times. I was told by the hotel staff that there are NO loud rules for Noise in *********, ** and they just left it at that...not acceptable!

  

  Business Response

  Date: 10/10/2024

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:10/02/2024

  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.

  To Whom It May Concern at BBB,I am writing to file a complaint against Hyatt Hotels Corporation concerning the unfair and unexplained closure of my World of Hyatt account. I believe that Hyatts actions reflect unfair business practices and a lack of transparency.Details of the Complaint:1.Unresolved Redirection: After my account was closed, I contacted the hotel as instructed by Hyatt. However, the hotel directed me back to Hyatt for further clarification. This back-and-forth between Hyatt and the hotel has left me without a resolution, demonstrating a lack of accountability and transparency.2.Unfair Practice - Hyatt Owns the Program: The World of Hyatt loyalty program is operated by Hyatt Group, not individual hotels. By directing me to the hotel for resolution, Hyatt is unfairly shirking its responsibility as the programs operator. If Hyatt Group itself cannot provide clear evidence of any violations, it raises the question of their authority to close my ***************** Includes Valuable Points: My account contains many points obtained through legitimate means, such as credit card transfers, which hold significant value. The closure of my account has effectively confiscated these valuable points, without due process or a fair opportunity to contest the ********* Request: I seek BBBs assistance in addressing this matter with Hyatt. I request that Hyatt:Provide a clear, specific explanation for the account closure, including evidence of any alleged violations.Establish a fair and transparent appeal process for affected customers.Restore my account and return the points obtained through legitimate means, such as credit card transfers, while addressing only the points in question if proven problematic.I appreciate BBBs help in facilitating a resolution and ensuring that Hyatt addresses this issue in a fair and transparent manner.Thank you for your attention.Sincerely,****** ****

  

  Business Response

  Date: 10/09/2024

  Account was closed due to violation of the World of Hyatt program terms.

  Customer Answer

  Date: 10/12/2024

   
  Complaint: 22371016
  
  I am rejecting this response.

  Thank you so much for your continued assistance. However, the response I received from Hyatt has been unhelpful, as they simply directed me to contact the hotel once again. This has not resolved the situation, and I am hoping for a more effective solution moving forward.
  
  
  I can provide folio documentation for the disputed stays, and I greatly value my relationship with Hyatt. I am willing to relinquish any points, nights, or additional rewards that were accrued from these disputed stays. My primary hope is to have my account reinstated so that I can continue to be a loyal Hyatt member.
  
  
  Thank you for your time and consideration. I hope we can explore other avenues to resolve this matter.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 10/15/2024

  After a 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.
  
  

• Initial Complaint

  Date:10/02/2024

  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.

  Nature of the Dispute:On September 25, 2024, Hyatt unexpectedly terminated my account without providing any specific explanation. Despite multiple attempts to contact Hyatt's customer service to resolve the issue, I have not been given a clear reason for the deactivation, nor any information regarding the restrictions placed on my account. I have ******* points in my account, and I have been blocked from accessing or using them.Amount Paid to Business:While there was no direct payment at the time of termination, I currently hold ******* World of Hyatt points, which have an equivalent monetary value of over $6,000 USD.What the Business Committed to Provide:I was promised access to my loyalty account and the ability to use the points I had accumulated for bookings and services under Hyatt program. These points include transfers from my partner account, which were supposed to be fully available for ****** date, Hyatt has failed to provide:1. A specific reason for the deactivation of my account.2. Any internal records, logs, or communications related to the decision.3. Details of any alleged violations connected to my account.4. A list of any entities with which my personal information has been shared in relation to this matter.Efforts to Resolve the Issue:I have attempted to resolve this matter by contacting Hyatts customer service on several occasions, but I have not received any substantial information or resolution. As a result, I am left with no choice but to escalate this issue through a formal complaint.Request for Resolution:1. That my account be reinstated if it was deactivated in error, along with the restoration of my ******* World of Hyatt points.2. If this situation is due to any misunderstanding or incorrect information, I hope for a quick and accurate resolution to clarify the issue.3. I request full transparency regarding the reasons for my account deactivation and any relevant communications or records tied to this decision.

  

  Business Response

  Date: 10/09/2024

  Account was closed due to violation of the World of Hyatt program terms.

• Initial Complaint

  Date:10/02/2024

  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.

  stayed at hyatt house ****************** on *************. there was no info online or over the phone or posted anywhere on premises that the entire building besides the front lobby was an active construction site. the ceiling panels in the halls were missing water dripping down from pipes above, hot water in room hardly working, walls torn apart in common areas, doors and stairwells caution taped off, trash and old furniture piled high in the parking lot, drilling and other construction noise heard in the room all day...the manager refused to provide any compensation. if it was made aware to guests of the construction id have booked elsewhere. i have asthma i cant breathe all that dust.

  

  Business Response

  Date: 10/15/2024

  The hotel has contacted the guest and is currently waiting on a reply from the guest.