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.

  9805 Q St Guess Service Omaha, NE 68127-3273

• 

  Hyatt Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

• 

  Hyatt Hotels Corp.

  50 Forbes Rd Braintree, MA 02184

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:05/21/2025

  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.

  While a guest, I was assaulted on the bus in front of the main lobby of the Dreams Jade Resort and Spa in ****** on 1/27/25. Upon exiting, I screamed for the hotel security to help and requested they call the police to have the assailants arrested. The Chief Concierge arrived and refused to call the police all while security was taking pictures of my wounds. While I was being looked over by the hotels emergency medical team I asked for the phone number to call the police and the concierge told me "this is NOT America and thats not how it works" She said I would have to get my own transportation to the police if I wanted to report the crime and there was no number to call the police. Since my injuries were severe, I paid to see the resort doctor where she rendered antibiotics, pain medications and a shot for the inflammation. The next day I spent 12 hours going back and forth to the police station. They asked me why I didn't call them when the crime was fresh, they could have arrested the assailants and held them responsible for the crime and my injuries. The police said "911" is the national emergency number. The resort has a responsibility to keep their guests safe from the time they arrive until the time they depart and this basic act of humanity was neglected. I contacted the Hyatt consumers affairs department and filed a complaint only to never hear from them again. Case Number CAS4694237. The concierge sent me to the wrong police station, which resulted in me having to get several taxi's and did everything possible to prevent me from reporting this crime. Therefore, I am requesting that Hyatt reimburse me for my stay at the resort and the incurring medical costs from the assault in the amount of $4077.10. Hotel Confirmation ********* (5 nights) paid $1562.85,Resort Doctor$504,3 Taxis $154,ER Visit $202.25,Personal Physician $40,Massage Therapy $300,Replace Glasses $464,Chiropractor $850

  

  Business Response

  Date: 05/29/2025

  We have escalated this to the appropriate management team who has reached out to the guest

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23361913
  
  I am rejecting this response because:

  Since opening this complaint through the BBB on 5/21/2025.  The ******************* at Hyatt has not reached out as the ********** Support reported to the BBB.  

  The first time I reached out to guest services was on February 18, 2025 Case Number CAS4694237 and still have not received a response from that complaint either.  The entity is refusing to take any responsibility by ignoring the complaint even though I have digital proof along with witnesses.  The resort failed to keep their guest safe, when I asked for safety they declined and wouldn't even give me a phone number to call for police help nor would they call themselves.  They are going to make untruthful statements that they helped by sending a staff employee. When this was done at my assistance after being sent to the incorrect police station (several hours and taxi fees) and being informed by the police that I should have called for help, that 911 is the national number for police, and that the resorts know you can't file a charges against someone without a spanish speaking witness.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/09/2025

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

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23361913
  
  I am rejecting this response because: The business refused to help me with the assault, they refused to call the police, they refused to give me a phone number to call the police.  My entire rest of the vacation was ruined due to the fact that I had to spend 12+ hours going to the police stations myself to get the truth.  Any person can call the police in ****** using 911.  This was not conveyed by the resort, instead they told me "This is not the United State and that is not how it works".  Even if the resort eventually allowed an employee to attend the police station with me on the 3rd visit it was only at my insistence.   This is not how you treat someone who is injured and needs police protection.  The resort failed to provide the minimum protection and wouldn't even treat my wounds without paying over $500 to the resort.  

  Also, I could have resolved the issue if the resort would have allowed me one more day.  If the resort would have called the police as I asked, all of the reports, medical report from the police doctor could have been taken care of the same day.  Instead the resort lied and failed to do anything to help with a resolution.

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

• Initial Complaint

  Date:05/20/2025

  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 am writing to formally express my dissatisfaction with my recent stay at the **************, part of your resort options, which took place from [insert dates of stay]. I had high expectations for this vacation, having paid a little over $600 for a 4-day, 3-night experience, but unfortunately, it fell significantly short of those expectations due to several serious issues. First and foremost, upon entering my room, I immediately noticed it was filthy. The kitchen and bedrooms were inundated with ants, which made my family and me extremely uncomfortable. I reached out to housekeeping three times, yet the issue remained unresolved throughout our stay. Additionally, I had requested a late checkout, which was noted in my reservation, but on the day of checkout, the front desk staff hurriedly rushed us out and threatened us with additional fees if we did not vacate by the usual check-out time. This treatment was not only unprofessional but also deeply unsettling. I had scheduled a timeshare tour, and was not informed by the concierge about the availability of a free shuttle service. This oversight forced my familytraveling with two infants to drive to the venue, resulting in extra costs and the inconvenience of finding and paying for parking. Compounding this was a nasty letter we received from the parking company, claiming I owed money despite having paid for parking. During the tour, the representative insisted I stay longer to discuss the timeshare, which ultimately led to an additional parking fee of $85, creating a frustrating end to our trip. Considering the numerous inconveniences we faced, including the long 14-hour drive to reach the resort, I feel that my experience was not only disappointing but unacceptable for a resort of Hyatts caliber. I believe I am owed a refund or the opportunity to redo our stay at another resort of your choice, at no additional cost.

  

  Business Response

  Date: 06/01/2025

  
  Guest concerns have been escalated to the appropriate team. We will continue to monitor until resolved. 

  Customer Answer

  Date: 06/03/2025

   
  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:05/19/2025

  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 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 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 (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 found 

  Customer 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 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 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 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 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 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.

  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 guest

  Customer 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 offered

  Customer 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 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 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 card

  

  Business Response

  Date: 05/21/2025

  Member has been responded to and information provided 

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising 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.

  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 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 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,
  
  *** *******