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 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 Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

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:07/27/2023

  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 had a reservation through ****** and when I tried to upgrade to two nights and a bigger suite, Hyatt told me on the phone that they can't and they put me on hold to sort it out with ******. Given that time was of the essence I quickly booked two nights directly with Hyatt on their website (that was on May 9 at about 8:30 PST). At time of that reservation, the cancellation policy stated that if a booking is cancelled by 12pm PST on May 9th, I won't be charged any penalties. Two minutes later, ****** and Hyatt reps both told me in a conference call that they were able to upgrade my stay with them. As soon as they confirmed that, I cancelled my direct reservation on Hyatt's website. The time was about 8:32 AM PST. However, four days later, a one night charge was charged to my card. I have been on the phone at least 6 hours on five different occasions with Hyatt reps, they claimed they will fix this but didn't. I also reached out through FB on June 2nd, June 21, and July 13, and each time I was told they are looking into it, but nothing has changed. I stayed at their hotel, I paid for an upgraded suite, but I did not stay in TWO rooms! All I'm asking them to do is follow their policy and refund me the one night charged wrong. Thank you.

  

  Business Response

  Date: 07/28/2023

  The guest has been contacted and advised of resolution. 

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  The hotel charged my credit card twice for my stay. (2 charges made against the same invoice) I have contacted them multiple times and they have acknowledged the mistake but have not credited me back for the charge that was made in error. It has been over a month.

  

  Business Response

  Date: 08/03/2023

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

• Initial Complaint

  Date:07/22/2023

  Type:Billing 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,This is in regards in a recent stay at the Hyatt Regency *********. Confirmation# ********. The reservation was originally for two nights, however, we checked out after the first night at 10am local time. We were still charged for the second night even though we didnt stay. Upon checking in, it was never verified if we would be staying the two nights. Upon checking out however, we were told that we would still be charged for the second night. I called the hotel directly but was transferred to the reservation department to see if there was a discrepancy and to ask if we could have the second night waived since we checked out after the first night. They were unable to assist as well. Im asking that the second nights charge please be removed.

  

  Business Response

  Date: 07/25/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 07/26/2023

   
  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:07/20/2023

  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 booked airfare and a hotel stay through ******************* (reservation # L9W91304). The package included Wanna Get Away Plus airfare and hotel cancellation without penalty if the hotel reservation is cancelled "up to 1 day before arrival." The flight departure was 6/1/23 and the hotel check-in date was 6/1/23 at ******************* in *****, **. I cancelled my reservation on 5/31/23 and was told that there would be a penalty for the hotel unless the hotel agreed to waive the penalty. I called the hotel and the hotel agreed to cancel without penalty. I spoke to a hotel manager, ******* (sp), who provided cancellation number E05T1622A31. The manager then advised that he was releasing the funds for the reservation back to *******************' own account. I called ******************* again and a representative advised that ******************* would submit a request to the hotel to confirm that the funds were released back to *******************. However, despite all of this, ******************* only issued travel credit in the amount of the airfare and charged a penalty for the hotel cancellation. Now, more than one month after the cancelled trip, I have-not received the refund or full travel credit for the cancelled hotel reservation. I made several attempts to contact ******************* about this issue, including by email on July 3 and July 6, by phone on July 7, 2023, by online firm on July 10, and by phone on July 19. However, ******************* has not responded to my email requests. When I attempted to call again on July 7th, I waited on hold for 40 minutes, and when I finally spoke with a customer service representative, the response was very robotic and the call was disconnected after the representative advised that requests take 24 hrs or 7 - 28 business days to process. On July 18, I was told that it takes time and that I would need to provide a reason for cancellation. I would like a complete refund or full travel credit for the hotel.

  

  Business Response

  Date: 08/01/2023

  Thank you for contacting us.
  
  Unfortunately the hotel did bill us for the customers stay however upon speaking with a hotel rep, it was confirmed that all penalties would be waived and a refund was approved.  An email was just sent to **************** today advising this and that a $234.26 Travel Credit would be issued to her.  This will be in addition to the $37.35 already issued for a total Travel Credit of $271.61. 
  
  This should be processed soon by our Accounting team.
  
  Thank you. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20349596
  
  I am rejecting this response because:
  I am sorry, i must have missed your email requesting a response.  *********** contacted me to advise that its subsidiary would issue a travel credit. However, I am unable to confirm or even see that there has been a travel credit. I was advised that someone would contact me. I have not yet been contacted. Thank you.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/15/2023

  The guest was provided with a copy of the email that was sent to her previously.  This email contained a snippet showing the refund with directions to how to access it when making the reservation online. The email also provided a phone number if assistance is needed. 

• Initial Complaint

  Date:07/20/2023

  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.

  My spouse and I made a reservation for a weekend getaway at the Hyatt regency in *********** 7/7/2023 . However, upon arrival, we were informed that our room was not yet available, even though it was past the check-in time of 4 PM. The staff told us it would only take a few minutes and that we would receive a text message when it was ready. After waiting for 30 minutes and not receiving any updates, we went back to the front desk to inquire about the status of our room. We spoke to the manager who informed us that they were busy and couldn't tell us when our room would be ready. After two hours of back-and-forth, we were eventually given a different room, which made us late for our dinner plans. The carpets in the hallway were malodorous and had a strong scent of mold or rotten eggs. Our room was quite outdated and in need of replacement furnishings. The showerhead was faulty, causing it to leak and drip incessantly throughout the night, making it difficult to sleep. The carpet in the room was also unpleasant-smelling. The only redeeming feature of the hotel was its location, which offered a beautiful view of the river. Overall, our experience was unpleasant, and we will not be returning to this hotel. The staff was not only unhelpful but also impolite, and they did not apologize for the inconvenience caused. I would not recommend this hotel to anyone.

  

  Business Response

  Date: 08/01/2023

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:07/19/2023

  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.

  On Wednesday July 12, 2023 around 11pm, I tried to make a travel reservation through the website of Unlimited ************** (UVC), which is part of the World of Hyatt. Their website was lagging and didn't give me a confirmation number. Believing that the website malfunctioning, I tried again. Same thing happened the 2nd time, so I stopped my efforts. The next morning, I woke up to 2 emails received at 2:57am both, for 2 reservations for the same guests, same hotel, same dates, etc. Both reservations went to the card on file without my approval. As it was obviously a technical issue, I called UVC to assist in the cancellation of the 2nd reservation, which they did. However, they charged me a penalty of $373 for the 2nd room as the cancellation was done with less than 30 days before traveling date, and an additional $20 fee for the 2nd room. I filed a complaint with the resort and UVC, and both allege that the other party should be in charge of the refund, but yet I'm the one was charge almost $400 for their technical issues. Both complaints have been elevated to supervisors but to no avail. I request a complete refund of the charges assessed for the 2nd room in the total amount of $393.00

  

  Business Response

  Date: 07/27/2023

  ***** has been contacted and advised the property has assisted in resolving the complaint. 

  Customer Answer

  Date: 08/03/2023

   
  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. The case has been resolved
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/16/2023

  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 stayed at the Hyatt this month in ********* ** from July 6 - July 10th. I advised the rep who took my reservation I have 3 terminally ill people traveling and we are here for a baseball tournament. At first everything was amazing the staff were great but there was a lot of issues that very much concerned me which were brought to Staffs attention multiple times and clearly dismissed because when I left a message with the manager ******* she basically dismissed what I said and my feelings she REFUSED to refund me or compensate anything even in good faith and stated she wouldn't be available and no one else could help me In the meantime because she was leaving for vacation. My daughter was discriminated against with her service animal to enter the breakfast room, no pets and due to her not wearing a specific vest denied my daughter to get breakfast causing her not to want to do anything or go anywhere because she was afraid she has severe PTSD and it was not catered to by any means. Also how about the dead body my ****************************************** a body bag while we stayed there and being informed multiple people have committed suicide or overdosed to my children and caused them trauma and nightmares, the noise from groups and parties keeping my kids up until 7 am, the air quality with hot/cold caused me to pass out in the hallway and I also I hurt my ankle on the bed frame and the manager didn't ask to assist said we have to defer this to insurance and so on and so forth. 3 staff members were great but broken alcohol glass bottles on the patio that I CLEANED UP and brought to staff attention and they were sitting there for almost an entire day, multiple cigarettes butts on the ground, the pool was either super packed or cold, and we had fighting and DV issues with the next door neighbors and someone else's dog was barking nonstop and staff was knocking on my door harassing my kids not to mention they charge you $6 for a bottle of water. Multiple witnesses!

  

  Business Response

  Date: 07/24/2023

  ***** has been contacted by **************************** and given hotel's insurance information for further assistance. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20329376
  
  I am rejecting this response because the hotel is using me injuring my ankle in the way out as the need to do an insurance claim, we simply asked to be refunded because the stay was horrible uncomfortable and my kids are effected from the way staff handle things. The environment and surroundings are the issue that was in the hotels responsibility to us as guests especially traveling out of state, they're now dismissing it and as you can see in the evidence aren't addressing anything and no one has gotten in touch with us regarding insurance either, the hotel made it this complicated instead of apologize and do the right thing so I do NOT agree to this response! 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/03/2023

  Hotel's executive management has been in contact with the guest and submitted the guest's complaint to their insurance due to the nature of the complaint.  The guest has been provided the information to contact the insurance adjuster. Our office has offered compensation for her patience.  The guest has not responded yet.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20329376
  
  I am rejecting this response because:
  Contacted the adjuster who sent a letter DENYING stating we didn't provide this information while there (can provide witnesses) to support everything in this claim. Also providing documents where they are offering points for another stay at a HYATT absolutely not i will not be satisfied until they refund me my stay, and I dont feel thats asking a lot. I've already submitted documentation supporting this in a previous email
  
  Im disgusted with the whole experience at this point and won't be accepting any compensation or satisfying this claim until I'm refunded
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/14/2023

  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 in Hyatt hotel in downtown *********** ** on July 12th - July 14th 2023. I did valet my car when I arrived there. And the next day when I checked out , I knew my car was dirty but I thought its because dusty in ***********, but the next day I realized it was sprayed by paint from the construction next from the hotel area. ****** rental named ( ***** ) found out that spray paint all over the car when I returning the car. I got an estimation cleaning those spray paint about $500 or more now. ( stil waiting for the final cost by ****** of *************. Rental car) They will provide me with all the cost that I have to pay including pictures to claim etc. Im still waiting for the final cost from ****** rental at this moment. I called the hotel , talking yo customer service but she told me valet manager will call me back. But havent heard from him yet. I need solution for this and working on the claim Please contact me for the solution. Thank you

  

  Business Response

  Date: 07/26/2023

  We have been in contact with guest and the hotel and currently waiting for further information from the guest regarding his case.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20321938
  
  I am rejecting this response because:
  Im still waiting from ****** rental to give me the final bill from the body shop for the work of cleaning the spray paint. 
  mas soon as I revived the pictures and final billing , I will send those information to Hyatt hotel customer service / JD contact person **********************  

   

   

  Sincerely,
  
  Heru Setiabudi

  

  Business Response

  Date: 08/08/2023

  We investigated this complaint with the hotel's managements assistance.  The property submitted an insurance claim, but the claim was denied due to the guest not notifying of the car damage while on property.  Management also points out the information provided by the guest is inaccurate for their property and declines to compensate. 

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20321938
  
  I am rejecting this response because:

  They have to responsible for the damaged of my car. Im offering them a split of $500  from the invoice from the body shop. So they need to pay half ($250)  , I think its a generous offer. 
  Im waiting for their response. 
  thank you. 
  
  Sincerely,
  
  Heru Setiabudi

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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 an ER/Trauma Travel nurse and I was on assignment from Nov 2022 - 04/29/2023. I patronaged the Hyatt on several occasions and even though I found the Mgr to be a bit cold and unwelcoming the rest of your staff were awesome.I first came upon the Hyatt at University Research Park in *********, ** through Priceline.com. However after witnessing the way employees are treated, I NEVER utilized my member number #*********X. My issue: FRAUDULENT CHARGE of $****** 7/12/2023 from Duke ******************** account charged by University Research Park Hyatt in ********* **. My last stay at there was 4/2023 via Priceline.com On 7/12/2023 I called Duke ******************** ******** bank Rep found ANOTHER HYATT FRAUDULENT charge of +****** on June 2, 2023. My banker asked why does Hyatt STILL have access to my bank account after 3/1/2 months If there is an accounting issue that needs to be addressed, then please address it but NOT at the detriment of customers. After getting the alert from my bank..my initial call to Hyatt University Park ********* ** was on 7/12/2023 and I spoke w/ Rep "*********" ********* stated "My Mgr said we would be getting several calls today from customers regarding charges and I was told to expect this" WOW! I was told Mgr was busy but my information was taken I would receive a call back 2nd call: .I called AGAIN and explained the conversation and results from my ********* and I was redirected to *************** picked up 3rd call: ******** stated the Mgr was still in a meeting.Let me say that ******** was very very pleasant and represents the customer service I am used to at other **********************. ?**NO BUSINESS SHOULD CONTINUE TO HAVE ACCESS to customers bank accounts 3 months AFTER their departure!Is this a common Hyatt practice?How can any customer feel secure w/ giving their credit card info. when several months later, Hyatt continues to access customers

  

  Business Response

  Date: 07/24/2023

  Guests billing error was corrected, and guest was escalated to the appropriate department to remove personal information.  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20310295
  
  I am rejecting this response because:

  the Hyatt has NOT given me any proof that my bank information is NO LONGER in their possession. 
  I would like proof
  
  *************************************************

  

  Business Response

  Date: 08/04/2023

  We verified and advised the guest the issue will not occur again.  The guest accepted our offer of compensation.

  Customer Answer

  Date: 08/08/2023

   
  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.
  
  **************************************************

• Initial Complaint

  Date:07/11/2023

  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.

  Enclosed please find emails that have been sent on 2 occasions to ***********************, GM at Hyatt Place Downtown *******. I have had no response after he emailed me in regards to a survey that I filled out. Enclosed please find pictures of the vent that was in the bathroom. The before pictures that we took, and then after we actually cleaned the vent. We were unable to get into our room on time on both occasions, and I feel that we are due some compensation for this. We had to sit in the lobby while waiting for the rooms to be cleaned due to the Hyatt being shorthanded with their housekeeping staff. I also signed up for a bonus incentive if I stay two nights in a room and I did not receive any additional points due to this. I would like some compensation for the inconvenience of having to wait in the lobby for my room to be cleaned and for having to clean the vent in the bathroom since it was disgustingly filthy.

  

  Business Response

  Date: 07/23/2023

  Guest has been contacted and resolution found.