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 Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  Hyatt Hotels Corp.

  1 Avenue de Lafayette Boston, MA 02111

• 

  Hyatt Regency Rochester

  125 E Main St Rochester, NY 14604

• 

  Hyatt Place Uncasville

  2049 Norwich New London Tpke Uncasville, CT 06382

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:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Hyatt Fraud Investigation team on 9/27/2024, informing me that you have violated the World of Hyatt program terms. As a result, your World of Hyatt account has been permanently closed, and all points and awards have been forfeited I was told to contact the hotel to resolve the issue, but so far, the hotel has not provided a solution, I email Hyatt ,but Hyatt told me close my account. I booked the ************ on a third-party , then my account was closed by **********************, after that I heard that the hotel's violation of regulations caused my account to be closed. I heard that the ************** multiple bookings of one room have enabled many people to get Qualifying Nights and milestone rewards. I booked room, I paid that. I File a Complaint, why the hotel affiliated of hyatt violated policy,but closed my account

  

  Business Response

  Date: 05/19/2025

  The guest has been contacted and advised that his account was closed due to violation of the World of Hyatt program terms and conditions.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23321748
  
  I am rejecting this response because:

  Why did the hotel violate the rules and close the guests' accounts?I paid and stay,close  the guest account?Whose responsibility?So far, the hotel has not provided a solution

   

  thank you

  
  Sincerely,
  
  Tengyue Li

• Initial Complaint

  Date:05/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a stay at the Hyatt house in ************/Short North back on October 25th, 2024 for a music festival on May 8th, 2025.Check-in was for 3pm on May 7th & on May 6th at 11:57pm just 14 hours before my check-in 3 1/2 hours away I received a voicemail saying my reservation was cancelled, they could not accommodate me and that apparently 7 other guests were affected by scheduled construction for rain damage.The unprofessionalism of not only the lack of empathy but also the rude attitude I received over the phone was unacceptable. They took my 50% deposit I had to put down at the time of booking and then tried to tell me i had to get my money back from ************************** because I booked through them and also that because I booked third party, they couldnt do ANYTHING for me even tho they happily were gonna take $2,444.00 from me for a measly 4 nights stay in a basic suite. The fact I had invested thousands of dollars into this trip to be told I can no longer come stay there or even be upgraded for the inconvenience is so insane to me and I have never had this kind of experience before. So I will happily tell everyone going forward for never book with Hyatt and to give their business elsewhere that practice empathy and understand while instances may arise, a businesses duty is to make it right for the customer by whatever means especially when they can take the reservation 7 months in advance but will happily cancel less than 24 hours before you arrive. I also never got my $1,222.00 back which I have the receipt for that says the property collected the fees at the point of scheduling. This nearly ruined my and my parties much needed get away to enjoy ourselves, instead we panicked, stressed and struggled to find somewhere with availability for us literally same day that was close by to where we needed to be.

  

  Business Response

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/12/2025

  Type:Order 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.

  Paid $50 incidental fee and I've yet to be refunded my money after three weeks no help from management or cooperate.

  

  Business Response

  Date: 05/18/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:05/11/2025

  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 reserved a room at this Hyatt Place location for May 2-4 2025. Hyatt is committed to provided unparalleled hospitality, service, and inviting surroundings and they did not provide that on this stay. We had booked a room that had a sofa bed, and when we got there the sofa bed had a sign saying out of order on it. This was not inviting or good service considering the room promised a sofa bed. We were moved to a new room with a functioning sofa bed, but no assistance was offered to help carry our luggage. The new room was dirty and smelled of cigarette smoke too, which again was not inviting or clean surroundings. The next evening, we texted the phone number the hotel provided for any issues to ask for 2 extra blankets, and they said they would be sent right away. We had to contact them 5-6 times over the next 4 hours to finally get blankets sent up, which was not in line with their hospitality and service advertised. These experiences led to them not meeting the mission statements advertised and making us feel unwelcome and unserved during no our stay. I contacted Hyatt to submit a claim, but have not had any further communication from them about remedying the situation. I am requesting a partial refund for the failure to meet services and quality promised.

  

  Business Response

  Date: 05/19/2025

  The guest has been contacted, and compensation has been given. 

  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:05/10/2025

  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 4/20/25, I made a refundable reservation for Hyatt Ziva Cancun on ********* and received an immediate email confirmation (attached). I then called Hyatt Cancun and confirmed they had received it. After researching the hotel on ************************, I saw Hyatt's Best Rate Guarantee (***), which claims customers can get the best rate by booking directly. If a lower rate is found, Hyatt says it will not only match it but beat it by 20%. The *** Terms and Conditions (T&C) are simple: the lower price must be public, online, immediately bookable, for an identical room with the same cancellation policy, and submitted within 24 hours (attached). After learning this, I signed up as a Hyatt member, opened a Hyatt credit card, canceled my ********* booking, and rebooked the same room in ****** (plus two rooms in *************) on **************************. I verified the same exact rooms and cancellation policies were still available on ********* at a lower price and submitted 3 *** claims, including links to the lower rate and screenshots (attached). Hyatt denied two of them (and as of today has not responded to the third), falsely stating ********* does not confirm bookings immediately. I contacted *********'s legal team, who confirmed they do confirm rates immediately (attached) which was also my experience, and their T&Cs also support this. I also reviewed T&Cs from similar platforms like Expedia and Hotwire, which are nearly identical. When I shared this with Hyatt, they claimed Hyatt doesn't sell rooms through *********. However, ***s T&Cs say nothing about requiring a business relationship between Hyatt and the third-party site.Given that I submitted three valid *** claims, canceled cheaper reservations that are no longer available, and Hyatt has denied 2 claims based on incorrect reasoning and ignored one entirely, I am formally requesting that Hyatt honor its *** promise and adjust all three of the following reservations: ******** (******) and ******* (two rooms in *************).

  

  Business Response

  Date: 05/15/2025

  We have explained our terms and conditions for our Best Rate Guarantee program, and we have matched the rate as a one-time courtesy. 

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23313486
  
  I am rejecting this response because Hyatt is actually being deceitful. As of 5/17/25, Hyatt has NOT honored their best rate guarantee and the current price of my booking at ************************** is HIGHER than the previous ********* reservation that I canceled pursuant to Hyatts Best Rate guarantee. Please see the multiple documents attached to this complaint. I have also included the terms of the Hyatt Best Rate Guarantee and as you can see, the lower rate at Hyatts competitor fully matches all of these requirements. There is no reason for Hyatts breach of contract resulting in myself and my party suffering damages other than operating in bad faith. The current price of my Hyatt reservation is not only higher than my now canceled ********* reservation, but its also higher than the price Hyatt is currently charging for the same room and date, so to say Hyatt is operating in bad faith is an understatement. Not only are they not honoring the promises of their best rate guarantee, but they are also costing me money because I cancelled a reservation at a lower cost that is no longer available. Please note that I have been dealing with this since May 2 and Hyatt still hasnt even responded to one of the three claims although they promise to respond within 24 hours. Every step of the way, we have been met with dishonesty, false statements, bait and switch, poor customer service, and a lack of ethics from this corporation. They have fully ruined our vacation and have cost us money. And now they are lying and saying theyve price matched. If this is not resolved, my next call will be to report these unfair business practices to the Attorney General as Ive wasted almost 20 hours of my time up to this point reading terms and conditions  

  
  

  

  Business Response

  Date: 05/22/2025

  After a thorough review of the guests concerns and claims, we have determined that their claims were ineligible due to our terms and conditions. We have explained the terms and conditions to the guest and have matched their rates as a courtesy. 

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/25 I booked two nights at the hotel for $800. Rooms were prepaid and nonrefundable for 4/24-26. On the afternoon of April 24, I called and spoke with the front desk to notify them I would be delayed because of a flight cancellation and to hold my room for the next evening. They told me that was not a problem. I arrived at midnight the next night (as promised) and was told my room was resold to someone else despite having called in advance to confirm I would be there. They promised I would be rebooked elsewhere and refunded. By 2AM, I had still not been rebooked and was informed there were no hotel rooms in ********* and that I was on my own. At this point, I had to find my own accommodations in an unfamiliar city without help or transportation.I understand that hotels occasionally overbook-- I don't think this is fair or good business dealing, but I understand it is reality. However, when this happens, the hotel should be responsible for finding safe accommodations in a reasonable amount of time. Hyatt failed here, leaving me on the streets at 2AM and has so far, accepted no responsibility. They deny I called them ahead of time and insist I never showed up to their hotel.I'm asking that Hyatt provide compensation in the amount of my original hotel room cost for one night (the cost of a comparable room which they should have walked me to) and transportation to the motel I found outside the city.

  

  Business Response

  Date: 05/18/2025

  
  Guest has been contacted and resolution found

• Initial Complaint

  Date:05/08/2025

  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 Feb 10, 2025 I made a reservation at the Hyatt Place, ***************************************The reservation was made directly with the Hyatt Hotel which was shown on the email receipt.On March 24 I called the Hyatt Place to cancel the reservation which met the requirements for refund. I was told by the hotel they could not process the refund and I would need to contact Expedia, which I was never advised they were involved. I called Expedia at the number they gave and ******* said they had no information on that reservation and go back to the Hyatt hotel. I called the Hyatt back and told the manager and he said you need to contact your bank and contest the payment which I did and that procedure went on for about 3 three weeks with no result. I have been contacting Expedia and Hyatt for the last 3 stressful weeks and still no refund of $1353.39. I dont know if I am supposed to be communicating with Hyatt or Expedia. I have received some emails saying the cancellation was applied and being processed but when I check for update there is no resolution. Never once during the reservation was I told ******* was involved because I did not contact them. This whole situation has been very stressful and upsetting.

  

  Business Response

  Date: 05/16/2025

  Posting to BBB - Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest with offered resolution.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23303472
  
  I am rejecting this response because:
  I still have not received the cancellation refund in spite of several emails confirming the refund was approved and being processed l

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

  

  Business Response

  Date: 05/29/2025

  Hotel completed refund to third party booking company and Guest has been advised to contact third
  party for refund.

  Customer Answer

  Date: 05/30/2025

   
  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,
  
  ***** *****

  i have received the cancellation refund but very unhappy with the stress and irritation caused in trying to settle this complaint. I really wish a representative of Hyatt that has some concern for customer satisfaction would contact me so I could give them a chronological summary of all I had to go through to get this settled. I cannot give a satisfactory recommendation to Hyatt hotels.

   

• Initial Complaint

  Date:05/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a formal complaint against ************** in **********, ** for an unjust $500 smoking fee charged to my account following my stay in Rm 223 on 4/25/25, while in town for my son's graduation from Navy OCS. I DON'T smoke, and this accusation is not only false but harmful to my personal and professional reputation.I'm a nurse practitioner who vehemently opposes smoking/vaping, both personally and professionally. Not only do I avoid all nicotine/THC products, but many employers in my field require abstinence from tobacco as a condition of employment. A smoking allegation like this could harm my reputation and jeopardize future job offers.The hotels only evidence is a sensor report showing a spike to 100 that remained flat for nearly an hour, which occurred at the exact time I was alone using a Shark FlexStyle high-heat styling tool in the bathroom. The tool emits continuous heat and visible vapor, which can easily affect particle sensors, especially when paired with hair products. There was no inspection, no reported odor, and no physical evidence, just a proprietary sensor and inflexible interpretation.When I spoke with GM **** *******, I offered to undergo THC and ******** testing to prove my innocence. He declined stating he has NEVER reversed a smoking charge because everyone lies when they get caught smoking. This sweeping generalization, combined with refusal to consider testing or other exculpatory evidence, highlights a disturbing lack of fairness or due process.There are public reviews from other consumers who reported similar smoking fees at this hotel, with the same GM refusing to consider other causes.I respectfully request a full refund and ask that this pattern of practice be investigated as a potential consumer protection violation. No guest should be subjected to a $500 penalty based solely on an unverifiable sensor, without the chance to defend themselves, especially when that accusation can carry professional consequences.

  

  Business Response

  Date: 05/15/2025

  We have thoroughly reviewed this matter, and the hotel has provided sufficient evidence indicating that smoking occurred in the room. The fee will not be refunded. We support the hotel's decision.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23299886
  
  I am rejecting this response because:
  

  The hotel has failed to address the most important pointI do not smoke or vape, and I did not do so during my stay. Therefore, it is categorically impossible that any vapor detected came from smoking or vaping. The claim that the sensor accurately detected smoking-related vapor is unsubstantiated and, in my case, entirely inaccurate.
  I am also attaching ****** reviews from other guests who similarly deny smoking or vaping, yet were charged this fee. It raises serious questions about the reliability of the sensor and the legitimacy of the hotel's practices.
  Additionally, I find it concerning that the smoking fee has increased significantly in a short periodfrom $250 just five months ago, to $500 on April 25, 2025 (when I was charged), and now reportedly $600. This pattern suggests an opportunistic and possibly predatory practice rather than a legitimate enforcement of hotel policy.
  This appears to be a revenue-generating scheme that is being enabled by ************** and, by extension, the Hyatt brand. I respectfully request further investigation into this matter.
  

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

• Initial Complaint

  Date:05/05/2025

  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 am writing to formally express my deep disappointment regarding my recent stay at the Hyatt House ************ (Confirmation #*******). During my visit, I encountered roaches in my rooman absolutely unacceptable and unsanitary condition. I have attached both photo and video evidence documenting the ******** addition to the pest problem, the room had a persistent damp odor that made the environment almost unbearable. I have stayed at numerous Hyatt properties in the past and have come to expect a standard of cleanliness and comfort that was completely lacking during this visit.This experience was not only unsettling but entirely out of line with the quality that Hyatt promises its guests. I expect an immediate and appropriate resolution to this matter.Please confirm receipt of this email and the attachments. I look forward to your prompt response.

  

  Business Response

  Date: 05/11/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest accepted compensation from the hotel that we feel is fair and equitable.

  Customer Answer

  Date: 05/13/2025

   
  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:05/05/2025

  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 valeted my car at the ********************** on February 1, 2025. When I received my car back around 8:00 PM, my vehicle had the seat back all the way and would not move forward. 3-4 valet workers worked on the car for an hour or more with no success in moving the seat. I am 5'2" so it was undrivable for me. I spoke to the valet company's manager, she said she would have someone come try to fix it the next day even though it was Sunday and I would get a return phone call. After several calls, with no answer, she answered at 5:20PM. She said they could not fix it due to mechanical issue. My car was working fine when dropped off. Ultimately, I had to go to my ****** dealership and have the car repaired. Attached is the bill from ******. The dealership said it was to man handling, jostling of the seat and stripping of the seat mechanism.

  

  Business Response

  Date: 05/11/2025

  We investigated this matter fully with the assistance of hotel management and guest has been advised to contact third party for further assistance.