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:05/08/2025

  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.

• Initial Complaint

  Date:05/04/2025

  Type:Customer Service 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 writing to express frustration with the handling of my ongoing complaint regarding our recent stay at the Hyatt ************************** under Case CAS4834965. Despite multiple attempts to communicate with both the property and Hyatts corporate team, the matter remains unresolved, and the compensation promised has not been ************ outlined in my original complaint, my family and I experienced numerous service failures during our stay, including: Discourteous treatment upon check-in by staff member Mr. ********** with no effort made to accommodate our family despite our arrival after extensive travel. Inadequate room conditions, including extremely poor water pressure and only lukewarm water, which were not promptly addressed. Excessive construction noise starting as early as 6:30 AM near our room, making restful sleep impossible. A cockroach infestation in the upgraded villa, which we documented with photographs. Although we appreciated the eventual room upgrade, it did not adequately address the disruption and distress we endured throughout what was meant to be a special anniversary trip. Moreover, while your team assured me that ****** World of Hyatt points would be credited to my account, these points have yet to be received. I would like to make it explicitly clear: ****** points does not constitute appropriate compensation for the numerous service failures, lost time, and significant disruption we faced throughout our stay. Therefore, I am formally requesting the following: 1. Immediate posting of the previously promised ****** World of Hyatt points to my account. 2. An additional ****** World of Hyatt points (for a total of ****** points) to fairly compensate for the substandard service, room conditions, miscommunication, and overall inconvenience experienced during our stay.

  

  Business Response

  Date: 05/12/2025

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

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23285535
  
  I am rejecting this response because: they are not addressing any of my prior issues
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/19/2025

  Guest's concerns were addressed during the stay as well as after check-out. As a gesture of goodwill, the hotel offered compensation which we believe to be fair.   

• Initial Complaint

  Date:04/30/2025

  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 called Hyatt and spoke to a representative (actually 3) because I was doing price comparison for my hotel stay. Representative number 1 told me that I HAD to make a reservation with Hyatt first before they could price match, this was after I inquired about how the price match worked. I had to call back because I wasnt done shopping around. When I called back and spoke with representative number 2 by the name of ***. She encouraged me to book with her over the phone instead of online which I was in the middle of doing. She quoted me a higher rate of $2844 instead of my member rate $2644. I did bring it to her attention that her rate was different, to which she replied. Oh I see, so you already have a discounted rate. She asked me what was the price of the competitor and I told her $2131.24, she asked what website and I told her Priceline, and she asked what the nightly rate was and I told her $512.32. After she took my credit card info and confirmed my reservation, she said that she needed to transfer me to another department for the price match. Now Im talking to representative number 3, but I didnt catch her name. She confirmed again by asking what the competitor was offering me and name of site. Then she said that she saw it and agreed that she saw the price difference and was going to take screenshots and send it over to yet another department due to it being a resort, she couldnt match the price. She said that I would hear back from that department with in 24 hours. I get an email a few hours later stating that they are unable to price match because they couldnt verify the price themselves. I sent them my screenshot which was dated for today as proof of offer, and they still refused to match. I called and cancelled my reservation and decided to report them for bad business practices. I dont like for my time to be wasted, and the representative didnt even ask why I was canceling. If they want to make this right, they can contact me.

  

  Business Response

  Date: 05/03/2025

  The guest has been contacted and provided the investigation results with the terms and conditions.
  We stand behind our decision.

• Initial Complaint

  Date:04/29/2025

  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 April 26th I paid a 100$ deposit to stay at the Hyatt Regency. I checked out on the 27th. Hyatt Regency is withholding funds after checkout with no confirmation of release. The Hyatt Regency has failed to release the 100$ deposit after checkout, with no timeline or written confirmation. This is causing financial inconvenience. I was told the hold would fall off automatically, but it's unacceptable for a hotel of this level to offer no accountability or follow-through.

  

  Business Response

  Date: 05/10/2025

  Guest has been responded to and information provided

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising 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 had gone to *********** and booked the Hyatt House ******** for April *****. I ended up cancelling the reservation ********** at no expense to me as I was cancelling within the advertised window. On 4/20/25 I noticed that the Hyatt House ******** had charged me for the stay $184. I had to reach out to both *********** and Hyatt House ******** to try and receive a refund. Hyatt House left me a message stating they would be applying a refund as the charge was made due to a computer and communication issue with ***********. It has been 8 days and I still have not had my money returned.

  

  Business Response

  Date: 05/07/2025

  The guest has been contacted, and the matter has been resolved. 

  Customer Answer

  Date: 05/09/2025

   
  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,
  
  ****** Phaneuf ****

• Initial Complaint

  Date:04/28/2025

  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 book a room through *********** for two nights at this hotel. The total price came up to be ******. Ok i get to the room to pay for my stay , i get informed that the total amount has been adjusted to ****** due to a deposit fee for incidental purposes and that i would be refunded after check out. I checked out on 4/20 here it is five days later i still haven't received my deposit. I just want my ****** back asap i work to hard to be chasing someone around about whats mines. Thanks

  

  Business Response

  Date: 05/07/2025

  The guest has been contacted, and the matter has been resolved. 

• Initial Complaint

  Date:04/24/2025

  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.

  Booked a room here checked in it was dirty booked a different room checked out of this hotel less than 30 mins of being there and they charged me an additional $125 saying it showed I never checked out. When I called for explanation and help the receptionist hung up on me. Cant get in touch with customer service Ive called on hold for hours and sent emails I need my additional charge refunded and the original amount paid for the nasty hotel back

  

  Business Response

  Date: 05/07/2025

  Guest has been contacted and compensation offered