Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,024 total complaints in the last 3 years.
- 435 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/13/2023
Type:Service or Repair IssuesStatus: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.
My husband, my two children under 10 and my 83 year old dad stayed at the Hyatt Place *************/******* (NOMA) on 08/12/2023. They told me for being my birthday I could do early check in, we got there at 1PM and they let us check in at 3:15PM.Kids used the pool that didnt have any clean towels, the pool water looked like it wasnt maintained in a while, I didnt let the kids more than 1 hour for that reason (kids resented us for that)Main lobby, hallway carpet and elevators floor were dirty!! -All other floors besides the Lobby (obviously) were uncomfortably HOT. First room assigned (911) didnt have a working ** -they knew that because they even had a FAN in the room-. We complained (it was 81 degrees in the room) and the engineer (please dont use that word loosely) went and turn the ** on my husband and I left for a wedding, couldnt take a shower because THERE WAS NO SHOWER CURTAIN!!!! At 9PM the room was 78 degrees!! Called and stayed in the line -while at the party- for almost an hour with customer service who was reaching out for a manager, we left the party to complain in Person. They said over the phone they were booked and couldnt gave us another room. Arrived at 10:30PM at the lobby where a man offered another room, I asked for extra linens for the sofa bed that NEVER ARRIVED!Room **** had a working ** but broken toilet (pictures attached), the linnens has staines and blood stains that are signs of BED BUGS (pictures attached). 11th floor hallway carpet dirty and hot temperature. Walls with coffee stains.Sunday 08/13/2023 at 10:30AM, Main lobby floor and elevator floors dirty, breakfast area with dirty tables, so unpleasant that we didnt even eat the free breakfast!!Instead of receiving treats for my birthday, we had the worst stay experience (worst that days INN).Business Response
Date: 08/24/2023
**************** is in contact with the guest and is working with them to address the issues.Customer Answer
Date: 08/28/2023
Complaint: 20463672
I am rejecting this response because: They refunded the valet parking and didnt refund my hotel stay, which was a total nightmare.I was spending my birthday weekend, attending a wedding and my father who os ******************************************* a room that was 77 degrees the whole time!!!
on top of that, we had to sleep in dirty linens with bed bug stains because they couldnt accommodate us in a better place!
Sincerely,
*********************Business Response
Date: 09/02/2023
Guest has been contacted and resolution found.Initial Complaint
Date:08/13/2023
Type:Product IssuesStatus: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.
Hotel in Maui refuses to cancel standing reservations with current state of emergency in place in the city hotel is located in.Business Response
Date: 08/24/2023
This is related to the recent natural disaster that occurred in Maui. Our office is in contact with the guest and hotel management and working with the guest to address the request.Customer Answer
Date: 08/28/2023
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:08/12/2023
Type:Billing IssuesStatus: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 7/25/23, I contacted Hyatt ************* regarding our stay on 7/16/23 at Grand Hyatt *** overnight due to our flight being cancelled. There was no hot water nor water pressure and the receipt ($392.13) they gave me did not match the total amount they charged my account ($519.98). On 7/28/23 the contacted me asking for additional information..(First & last name of guest in reservation, date of arrival and departure, type of card used, date and amount of charge, confirmation number. After providing the information requested and sending them pictures of the receipt and my bank account transaction, I have not heard back from them. So not only did we not have hot water or any water pressure, but they overcharged my account.Business Response
Date: 08/17/2023
The hotel manager has resolved and guest has been advised. The guest has been advised to contact the third party that he booked with for any additional accounting issues.Initial Complaint
Date:08/09/2023
Type:Service or Repair IssuesStatus: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 August 4th and 5th myself, significant other, and child stayed at Hyatt Regency ******. Being Hyatt members and having stayed many times at this Hotel we have had great experiences. In this case it was anything but. The pull-out was not set to our liking, there was crumbs, and food on it as well. The pillows and items we requested took 2 hours to arrive. To make matters worse dogs are allowed on premise and the dog next to us keep up us all night. To make things *********************** comped a free breakfast, and our first night. Then I ended up being charged for the breakfast, and an additional ****** dollars. In total I was charged ****** dollars on what was suppose to be ******, as the management waived the incidentals as well. This money came out of my bank and when I contacted cooperate they simply referred me back to the Hyatt Regency ****** location. Initially they told me there was not record of charging my card ****** dollars, but my bank said the merchant, i.e. the hotel had to have authorized the transaction because they did not. Eventually **** got back to me and sent all of the discrepancies to their accounting team. This is still in process. I would have liked to have my whole trip comped as it cost me ****** dollars for what was told to be ******, in addition to the overdraft fees. The cooperate office was no help, and only Jack the Hyatt Manager was kind or helpful in anyway.Overcharged ****** overcharged for comped breakfast ***** ***** incidental as told not waived over draw cost me ****** in total I would like my whole weekend 2x nights refunded (was already told 1 and breakfast/ parking would be) and some free nights. In what had always been a great place and experience this was AWFUL to say the least. I can no longer recommend anyone to the Hyatt Regency until I am satisfied that services will be better, and we (my family) will not be taken advantage of.Business Response
Date: 11/25/2023
***** has been contacted and has not responded yet.Initial Complaint
Date:08/08/2023
Type:Product IssuesStatus: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 booked and paid for a stay for a queen suite at Hyatt House *********** in January for August 3-5. When I checked in, we were given the wrong room. When we asked to change to the correct room, we were basically told too bad. the desk rep was condescending and rude. She told us we could just cancel and go somewhere else. It was graduation weekend, so that wasn't really an option. My pregnant daughter was left without a bed. Just a sofa bed. I was told they would comp our parking, But they ended up charging my card $64.50 for parking. I'm not really surprised. Just disappointed in how this hotel is run. I would like a refund of the parking I was charged for when it shouldn't have been charged at all. And maybe some customer service training for your employees.Business Response
Date: 08/13/2023
Guest has been contacted and resolution found.Initial Complaint
Date:08/07/2023
Type:Service or Repair IssuesStatus: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.
The date of the reservation was 7.2.2023 The Total amount for the three nights was $454.14 ********* was falsely advertised on hotels.com as a super clean, well maintained location ************** team blamed the way the reservation was made (through hotels.com) and would not refund. Hotels.com customer service said that the decision was to be made by the hotel staff.The confirmation number for hotels.com was ************** and the confirmation number for Hyatt was ******** ********* was dilapidated inside and out. Our first room had severe water damage. My wife is extremely sensitive to mold so we asked for another room. The desk staff was rude. We moved to another room and in the middle of the night, the smoke detector began chirping loudly until about 5 a.m. when the batteries completely failed. The second room was dirty, and dilapidated as well. Were we supposed to keep room hopping until we found a decent one??? We did NOT want to stay and yet were forced to stay at least the ONE night based on policy and since we had zero other room stay options. We checked out the morning of the 3rd and the manager would not print a receipt, only gave us a business card noting that we were leaving. In other words, she did not care about our stay and providing the refund. We could stay or leave, they would retain the room revenue either way! This was our worse travel experience in over 30 years. As of 8.7.2023, there has been zero attempt to make this right.Business Response
Date: 08/20/2023
We are in contact with guest and working on resolving.Initial Complaint
Date:08/07/2023
Type:Product IssuesStatus: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.
The room was horribly filthy. I checked in and checked out within approximately 45 minutes. More than 25 of those minutes was spent attempting to seek a resolution. The room had seemingly horrible pet stains on the carpet, what looked like vomit on the front door, mildew/mold throughout the bathroom, etc. I have photos, and have attempted to upload them, but there was a problem due to size. We paid more than $1,600 for 6 nights and were required to give an additional $300 for incidentals. None of our money has been returned. Hyatt is refusing to return any money.Business Response
Date: 08/13/2023
Guest has been contacted and resolution found.Initial Complaint
Date:08/02/2023
Type:Customer Service IssuesStatus: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 6/14/23 I was checking out of hyatt *********** with *******************************. I noticed a billing discrepancy and he provided me with a document stating I would have to wait 15 business days for the refund although they were able to credit charges I incurred during my stay. It is now august 2nd 2023. My money is not here. He has stopped responding to my emails and now I am scrambling to understand what is happening. I reached out to corporate hyatt and there was no response. I am highly disappointed in this situation. Especially as an explorist member and credit card holder. I am seeking my $100 and additional compensation for my time and dealing with high level of un professionalism. Attached is the document that ******* provided me.Business Response
Date: 08/10/2023
Guest has been contacted and resolution found.Initial Complaint
Date:07/31/2023
Type:Service or Repair IssuesStatus: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 booked the Hyatt Regency for my mom who checked in on 7/29/23. The room she stayed in had mold in the bathroom all around the shower. She complained and they moved her to another room. That room also had mold. She had trouble breathing that night. Along with all the noise, she ended up leaving at 2:00 a.m. to stay with a friend. The next day, she called the front desk and complained again. They disregarded her complaint and did not offer any remedy.Business Response
Date: 08/08/2023
Hotel management attempted to contact guest who not responded yet.Initial Complaint
Date:07/31/2023
Type:Product IssuesStatus: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 booked two award rooms at Lindbergh ************* hotel for the stay from July *****. Reservation numbers ******** and ********. One reservation is one bedroom apartment (****** points) and the other is king room (***** points). When I checked in on July 26, my rooms were given to a different guest which had similar last name. I was given two smaller ********** (407 and 408) which were different from what I booked. The second morning I went to the front desk and asked for an explanation. The front desk manager offered to move one of my rooms to a one-bedroom (119). However when I stepped into the room 119 and only discovered the room was occupied by another guest. I feel very upset and the explanation from front desk manager was she overworked and was tired. In the end I was offered another one bedroom. So the second night I finally got what I booked initially one one-bedroom (219) and one king (218). On the day I checked out, I asked if they can refund me the price difference as I did not get what I booked for the first night. The answer was no. I sent my request to Hyatt through Hyatt.com on July 28 and have not heard anything since. *************** Hyatt number G82432133HBusiness Response
Date: 08/04/2023
Guest has been contacted and resolution found.Customer Answer
Date: 08/07/2023
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,
***************
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