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 / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

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:08/21/2023

  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.

  My World of Hyatt Account number is ********** There is an existing promotion that I was sent by Hyatt and promptly registered for, which can be found here: *************************************************************************************************** The promotion is that you get 20% back in points for stays, at certain locations, when you book the room using points.I stayed at a qualifying hotel, The ******* House in *********, checking in July 21 - July 22 using ****** points (confirmation # **********); therefore, I am owed ***** points back (20% of ******). These points were supposed to be provided to me, by Hyatt, no later than (4) weeks from the completion of the redemption (checkout). August 20, 2023 was (4) weeks from redemption and I have still not been provided the ***** points that I am owed. I called Hyatt earlier in the month of August and was told about the (4) week timeframe; however, I was told by Hyatt that they show that I am eligible, was properly registered for the promotion, and would have the points from them in my account by the time the (4) weeks were up.I called today and was told the points are supposed to come from Chase; however, the terms of the promotion state the following: "Chase is not responsible for the provision of, or failure to provide, the stated benefits and services. Bonus Points will post directly to your World of Hyatt account and will not appear on your credit card statement." Further, it can't be true that the points would be coming from Chase as this room was paid for exclusively by using Hyatt points and there was no triggering charge made to my Chase credit card.During the call I was yelled at by a Hyatt representative who refused to further escalate my concern or transfer my call. I have pending reservations that will put me at Globalist status by November 2023 and am deeply disturbed that I was treated this way. Respectfully requesting the ***** missing points and for the call to be reviewed if it was recorded.

  

  Business Response

  Date: 08/24/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 08/29/2023

   
  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:08/19/2023

  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 this hotel on March 26th thru April 2nd 2023. For the entirety of my stay my Car was parked Valet. I noticed on Wednesday March 29th when asking for my car that there was a dent and scratch on the front right corner panel of my car and the clips had been pushed out. I notified the Valet attendant and he had me fill out an incident report right then. He told me that someone would be in contact with me during my stay. No one contacted me for the rest of the week. On Sunday April 2nd during checkout I asked the hotel clerk about this and she went and got the valet manager. He told me that he had not yet seen the paperwork but will be filing with their insurance company and I should here something within the next few days, He also took a picture of the damage to my car. I did not hear anything from Hyatt so after 2 weeks I called Hyatt customer service and tried to file a complaint. They took my complaint and tried to get me in contact by calling the hotel and asking for the general manager. He was unavailable so they said not to worry someone would reach out within the next **** days. This process repeated for the next 2 months! I called on April 25th, May 7th, May 23rd, June 10 and every time I was told that the General ****** was unavailable and someone would get back to me. Finally on June 19th I was able to get through to the Valet Manager ******. He said that he would look into it. Called me back on June 20th to tell me that the Hotel had been trying to reach me for weeks and made multiple attempts to contact me to which i disputed. He said that insurance had declined my claim. Said he would get me in contact with them to explain further and then promised me ****** points for all the trouble. Sent me an email with insurance agent CC on it asking for an explanation on june 20th still nothing to this day. I never recieved an explanation or the points that ****** promised. At this point I just want my money back for my stay to cover the cost of my car.

  

  Business Response

  Date: 08/27/2023

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:08/19/2023

  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 stayed at Grand Hyatt ***** Bay from August ****. It was one of the worst Hyatt hotels Ive ever stayed at. The vents were covered in black mold. I had trouble breathing and was very stuffy and congested. The housekeepers also did not do a good job at cleaning.

  

  Business Response

  Date: 08/24/2023

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:08/18/2023

  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 a great wedding at *************** on May 22, 2023. The overall stay and experience was lovely. We had over 60 guests at our wedding. We had a group rate and concession through the hotel. Earning 6 room refunds from the process. This has been the most difficult process - we were originally told it would take 14 to 24 days after our last guest checked out to see the refund.I have paid this resort over $20,000 for everything and I gave all my rooms away to family members. It is now the middle of August and only 3 guests have received partial refunds. I have been the middleman and following up constantly. Every time I got a response of 14 to 24 business days.Now they are saying they need me to email pictures of my guests credit card for their bank if they want the refunds.... There is no other way. In addition everyone needs to call their banks and request an overchange because payments were over 180 days. I think this is extremely unprofessional, it doesn't make sense since they already received refunds and how could sending a picture of a credit card through email be safe? I have expected more from a hyatt resort. I don't even know who to reach out to or how to resolve this. I keep asking for another option and they are telling me there is none. My guests are coming to me since i organized this group and I don't know what to tell them because I wouldn't want to send photos of credit card through email to just anyone. I have never gone through this especially when someone is being offered as reward for all the business i had brought to the resort. This is out of hand. I would just like the refund that my guests are entitled so I no longer have to deal with this... its been almost 3 months. Please reach out if you need any additional information.

  

  Business Response

  Date: 08/31/2023

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

• Initial Complaint

  Date:08/16/2023

  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 a Hyatt World member (546142124P) and writing regarding the expiration of ****** points in my account. Due to a job change, I relocated to ***** just before the outbreak of the ******19 pandemic. This unexpected change disrupted my travel plans and hindered my ability to utilize my Hyatt points as I had originally intended.The ever-changing quarantine policies in ***** since early 2020 made it exceedingly difficult for me to make any travel arrangements. The uncertainty and volatility surrounding international travel, along with the unpredictable nature of quarantine regulations, rendered it virtually impossible for me to plan and enjoy any trips during that time. In April 2023, the ******* government finally lifted all ******19 restrictions, providing a sense of relief and a chance to regain a sense of normalcy. However, this relief was short-lived as I discovered that all of my Hyatt points had expired by then due to inactivity. Despite my best efforts, circumstances beyond my control prevented me from utilizing the points within the prescribed timeframe.I attempted to address this issue by reaching out to Hyatt's customer affairs, kindly requesting point recovery and an extension of the expiration date for another 18 months. Regrettably, my request was declined. I am kindly seeking your support to the recovery and extension of ****** Hyatt points by an additional 18 months. This would not only allow me to enjoy the benefits of my loyalty but also demonstrate the goodwill and *************************** approach that ********************** is known for.While I understand that policies are in place to manage points and accounts, but I believe that in this case, compassion and understanding should be exercised, especially given the unprecedented global situation we have all endured.

  

  Business Response

  Date: 08/17/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 08/21/2023

   
  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:08/16/2023

  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 recently encountered with my reservation at the Hyatt Centric Jumeirah *****, which has left me feeling frustrated and disappointed. I am hoping that you can assist me in resolving this matter.I had two reservations for July 19th and July 20th at the Hyatt Centric Jumeirah ***** under the Confirmation Numbers: ******** and ********. Unfortunately, due to an unforeseen flight cancellation and subsequent delays, I was unable to arrive at the hotel for check-in as originally scheduled. In light of this situation, my travel partner, *******************, checked in on my behalf.The primary issue stemming from this situation is that, as a result of *****'s check-in on my behalf, the Hyatt points for this stay were not credited to my World of Hyatt account (World of ********************** Number: 536113555W). Additionally, missing this opportunity to obtain a stamp towards my Hyatt Brand Explorer progress has been disappointing, as this is a program I have been actively participating in.I took the initiative to contact Hyatt's customer affairs department in an attempt to rectify this situation and request the points for the stay to be credited to my account, as well as to obtain the Hyatt Centric stamp towards my Hyatt Brand Explorer progress. Regrettably, my request was declined by Hyatt's customer affairs.I kindly request to receive the Hyatt points for the aforementioned stay to be credited to my account, as well as obtain the Hyatt Centric stamp towards my Hyatt Brand Explorer progress. As an alternative solution, I would be open to accepting a one-time compensation of ****** Hyatt points, should rectifying the original issue prove to be too complicated or unattainable.Thank you for your time and attention to this matter. I look forward to your response and assistance in resolving this situation.Attached: screenshot of the hotel reservation confirmations.

  

  Business Response

  Date: 08/18/2023

  ***** was contacted and resolution found 

• Initial Complaint

  Date:08/15/2023

  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, *************************, together with my partner, had booked a stay at ********** from 8/10/23 to 8/13/23 to celebrate our cherished 1-year anniversary. We had anticipated a serene environment to make memories. Instead, our experience was marred by multiple severe shortcomings.Noise and Insulation Issues:The room's insulation was grossly inadequate, allowing every footstep from our upstairs neighbors to resonate loudly in our space.The connecting room doors lacked proper soundproofing, as we could hear every conversation from adjacent guests, thereby severely diminishing the tranquility and privacy we sought.Unfounded ********************** Conduct:On 8/13/23, we received a disturbing call from the housekeeping manager, *********************************, accusing us of possessing a controlled substance, specifically "crystal ****** within our room.This baseless accusation culminated in law enforcement's involvement, only to conclude that the suspected substance was merely my Celtic salt.Rather than receiving an apology or rectification for this egregious error, we were met with hostility and were forcibly evicted from the hotel premises.Unsatisfactory Management Response:We endeavored to address our concerns with higher management, particularly *************************************** ****. Instead of understanding or corrective action, we were met with indifference and dismissiveness, further exacerbating our anguish.Given the nature of our grievancesranging from structural inadequacies that hamper the guest experience to severe management oversights and unfounded, damaging allegationswe believe that this establishment has failed to uphold standards of professionalism, respect, and courtesy.We kindly request the BBB's intervention to address issues, ensuring that future patrons do not face similar distressing experiences. We seek an acknowledgment of the events, an official apology, and discussions on possible reparations for the trauma and inconvenience caused,

  

  Business Response

  Date: 08/26/2023

  ***** has been contacted with proposed resolution and has not responded yet. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20469448
  
  I am rejecting this response because:I have responded. I have been waiting on ***** to finalize. I have yet to receive anything. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/05/2023

  The property's executive management has advised they have contacted the guest and reached a resolution.

• Initial Complaint

  Date:08/14/2023

  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.

  Even though the *************** has asked tourist to not come to Maui and even though the town around the hotel has burned to the ground Hyatt refuses to offer a refund because its a non refundable room. They refuse to take into the count the extreme circumstances that would prevent us from using our hotel room.

  

  Business Response

  Date: 08/24/2023

  This is related to the recent natural disaster that occurred in Maui. Member has been responded to and information provided.

• Initial Complaint

  Date:08/13/2023

  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.

  Confirmation #******** When I made the reservation, it clearly stated :"Cancellation Policy 11:59pm Hotel Time 2 Days Before Arrival Or Pay 1 Night Fee /Credit Card Required"My reservation is for August 24 - August 27 2023. I cannot make the trip. I wanted to cancel and I was told this "You booked an advanced purchase rate Behnaz. They are a 100% deposit and non-refundable. You should've booked a standard rate." I've attached a screenshot.No where on the site did it mention Standard vs Advanced. Another **** ******** ended my chat in the middle of the conversation!I'm asking Hyatt to honor what they have on their site by deducting one night and refunding the rest of my money.Thanks

• Initial Complaint

  Date:08/13/2023

  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.

  Reservation Details:*********************** Confirmation Number: ******** Arrival Date: 08/31/2023 Departure Date: 09/03/2023 I made the above reservation for $1686 on the World of Hyatt website. I submitted the Best Rate Guarantee Claim form immediately, because I was getting a much better rate for the exact same reservation on rumbo.es website for $1275.My claim was shot down first because the specialist made up the name of a travel website, I never heard of "Travelup", saying he cannot find the deal. Following up with proof, he said the cancellation policy is different. The cancellation policy on Hyatt website is, I have to pay a $50 cancellation fee immediately after booking confirmation until 4 days from my date of stay. The rumbo.es website has a better cancellation policy, free cancellation until 4 days from my date of stay. No 3rd party website has such an unusual cancellation policy like Hyatt, where you're on the hook for $50, right after booking. So Best Rate Guarantee seems like a scam. I was transferred 7 times, when I made a call to Hyatt ***************** and I was transferred back and forth between Hyatt and AMR, since no one wants to take responsibility. I was even lied to by an agent who told me to my face, my best rate guarantee claim was denied since the 3rd party website is not a US website. Seriously?I am hoping you can honor the Best Rate Guarantee as a unique exception. I was told I had to make a booking to get Hyatt to price match, but this is a horrible way to deceive paying customers. I hope you can make the right decision.

  

  Business Response

  Date: 08/26/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 08/29/2023

   
  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,
  
  ***********************************