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 Hotels Corp.

  300 Light St Baltimore, MD 21202-1092

• 

  Hyatt Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

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:07/11/2023

  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.

  My family and I stayed at the Hyatt Centric on ***************** for two days. We booked this particular hotel because of the wonderful reputation of Hyatt hotels and the fact that it was pictured as a very nice 4 star hotel. Much to our dismay our experience was less than stellar. Heres a list of our issues (in the 2 short days we stayed): the room phone didnt work, the room TV didnt work; the fridge didnt work and ruined over $100 worth of our food, never had our room cleaned, couldnt get additional towels, front desk wouldnt answer us- kept us on hold, pool was so cloudy you couldnt see through the water and debris was floating in it management was told and they said someone tested the water and it was fine we say the man come out take a glance and walk away no testing, roof top restaurant was closed, downstairs bar and basic restaurant was only open one day we were there and had only drinks and at the pool people were smoking cigarettes and weed despite the no-smoking signs. This is absolutely not acceptable and not worth the $400+ we paid!!This complaint was filed with the Hyatt Centric on ***** and with Booking.com the third party representative of the hotel. Hyatt has yet to respond.

  

  Business Response

  Date: 07/20/2023

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

• Initial Complaint

  Date:07/11/2023

  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.

  Reservation- *******************************-$2052. 84 (paid in full 2/6/23)Junior Suite Ocean View King - All Inclusive July **** 7/6/23- Arrived to ******************* at 1PM. I was told that my reservation was for St. *****. They spoke with me as if I was incorrect and did not know what I booked. After providing documentation, I was informed that there was an issue (never disclosed) and I was moved St. *****. Mgmt. did not care that I was visiting with a group. No options were offered, nor did I get to join my group at SWO later. My group specifically chose SWO because of the ocean view and proximity to dining. I received a room with a partial view of the ocean(mostly garden view). Out of the 4 couples that we traveled with; I was the only one to be moved, despite arriving first. Throughout my stay, I learned that others had no issue getting the room category I booked. Mgmt. was not apologetic and ultimately decided that I had no say regarding the $2052.84 that I spent.I was offered 2 things, which would later present issues. 1.)$200 credit This was not a true credit, couldn't be used for resort services (such as spa or meals) only the gift shop (with limits). I repeatedly asked for documentation of the credit, but mgmt. only wrote the names of gift shop (pic. attached). Upon checkout, this proved to be an issue and mgmt. had to be involved to apply the credit to my bill.2.)I was told that my entire group would have preferred access. I had to provide their names and was told it would be entered in the computer. Later, the access was denied to my group. As a result, I did not access preferred because I did not want to be alone. My reservation was not honored despite paying in full. I was isolated from my group in an inferior room. I could have spent a fraction of what I spent and simply purchased resort passes. I understand issues are inevitable, but I have a right to choose how my money is used in the event what I purchased is unavailable.

  

  Business Response

  Date: 07/22/2023

  We are working with the property to resolve this complaint. The guest has not responded to our offer of compensation for the delay. 

• Initial Complaint

  Date:07/10/2023

  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.

  7/6-7/10 i stayed at the drama natura ******************* in ****** owned by Hyatt which is an all inclusive resort I paid ******* for a junior swim out complete waste of money because the smell was soo horrid coming from the man ****** I couldnt use the swim out it was falsely advertised as is everything in that resort the beach is murky and brown and smell crazy the food is disgusting there also should be bands for over 21 bartenders just giving any body drinks the food was horrible the room service customer service was horrible the people were rude just not worth my ******* I spent

  

  Business Response

  Date: 07/22/2023

  The guest has accepted the resolution offered by the General Manager of the property. 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20300924
  
  I am rejecting this response because:the manager from dreams emailed me once and havent heard from them since 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/26/2023

  The guest was contacted by the ** who addressed the complaint and offered resolution which the guest declined.  The ** responded and offered another resolution which the guest accepted. The property then contacted the guest requesting the information to process a refund,which the guest provided. The refund is currently being processed.  We support the **s handling of the complaint.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20300924
  
  I am rejecting this response because: no one has gotten in contact with me and nor has a refund has been processed 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/29/2023

  We contacted the guest again and advised the time frame to receive the compensation she accepted.  A voucher has been provided for proof that refund has been processed.

• Initial Complaint

  Date:07/09/2023

  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.

  We checked in on 7/8/23, checked out 7/9/23. We returned from a wedding event at 9:45. As we got off the elevator there were about 10 young adults.all wasted and reeking of marijuana. we walked to our room, there were more kids walking in the hallway. The hallway where our room was has only 3 rooms. The other 2 seemed to be occupied by these young adults. At 10pm I called the front desk, asked to control the loud music and doors slamming. he would take care of it. I called 4 more times around 12, 1, 2, 3, and 3:30 am. Each time I spoke with ******* who refused to do anything but say we have tried calling them and there is nothing more we can do. She did absolutely nothing. Not once did anyone from the hallway knock on their door to address the noise. At 3am I told her I would call the police. At **** she said they were thinking about calling the police. It started quieting down around 4:15am. We had to leave for the airport at 5:15am. the hallway reeked like marijuana. there is something wrong with a hotel allowing an entire hallway to smell like drugs. At check out Kyndall was was rude and dismissive. She was more concerned about me taking a picture of her name tag than she was of drug and alcohol party going on on the 5th floor. She got extremely defensive when I called her out on them being her friends. She got caught.Also, checking in at 4 pm and being told by ******* our room isnt ready was not pleasant. the manager came and told him he was reading the wrong screen. He was rude and arrogant. So arrogant that he had to mention he speaks 4 languages. So I told him I speak 3 fluently.. English, Japanese and French. Then miraculously he proceeded to tell me now he speaks 5 languages. I dont understand what type of people are being employed at this Hyatt hotel. He refused to give us the parking pass for the 2nd floor parking overflow. The manager felt bad that she comped the parking.Your hotel and the service we received was appalling and unacceptable.

  

  Business Response

  Date: 07/19/2023

  No further comp-We fully investigated this complaint and compensation that was received we feel is fair and equitable.

  Customer Answer

  Date: 07/23/2023

   
  Complaint: 20294372
  
  I am rejecting this response because:
  

  Had I not have had a trip planned to ***** to leave on Monday morning I probably would have been ok with the night refund.  I had a flight on ***** Airlines 008 at 10:30 AM on 7/10/23 leaving *** which is about 1 hour and 30 minutes from my house.  My car service picked me up at 6:30 AM. Due to NO SLEEP WHATSOEVER because the hotel staff willingly allowed the party and marijuana smoking to continue all night long, I was exhausted having to fly back home on Sunday and then pack, get the house ready etc.  The exhaustion then lingered for a few days in *****.  I have to say I spent 2 nights at the Hyatt Centric in ******** and it was very pleasant like all my previous visits to Hyatt have been.  ********** Hyatt PLace clearly does not honor the Hyatt image.  

  I feel I am entitled to not only the refund (which I received but that should have been an automatic givensince the hotel knowingly allowed the party to continue after I called numerous times telling them there were partying, yelling, music, drugs).  I should be compensated for the days after that were effected from my lack of sleep. 

  I will be writing reviews about my experience on ******* yelp if this does not get resolved. This was not just your ordinarydisturbance in a hotel. I think if anyone from Hyatt was staying there that night they would have been appalled at the way the girl at the front handled it all night.  Why wasnt security used to go upstairs to control the situation??  

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

   

  

  Business Response

  Date: 07/31/2023

  ***** has been contacted with an resolution offer, but guest has not responded to the offer. 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20294372
  
  I am rejecting this response because:

   

  I was out of the country for 3 weeks and I was unable to send an email from my *** email account when abroad. I just responded to them accepting their $150 E gift card. As soon as I receive it I will accept this offer and considered this complaint as resolved.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/07/2023

  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 booked through a third party to stay at Hyatt Place *********** Airport ********************************** for one night (5July 2023).I was asked to run my credit card. Foolishly, I did. I was double charged (and charged a higher rate than I booked with, so this is clearly not a mistake on timing of payment- looks like a deliberate attempt to not honor pre-paid rate).I complained to the front desk within 10 minutes of noticing I had already paid when I booked. 48 hours later, credit card charge still says pending.I was not able to use the airport shuttle this hotel profusely advertised.What I want for a satisfactory settlement:I want credit card charges reversed within 12 hours of filing this complaint.Furthermore, I want a $10 refund (through third party is acceptable) for not being able to use the airport shuttle. The business should consider how risky it is to attempt to comply with their shuttle hours, and how disorienting it is to leave a traveler stranded. This is a nominal request that is less than the cost of an Uber to the same place.

  

  Business Response

  Date: 07/18/2023

  ***** was contacted and provided the hotel's incidental policy and that this would fall off their account and offered compensation. 

  Customer Answer

  Date: 07/20/2023

   
  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,
  
  Electra *****

• Initial Complaint

  Date:07/05/2023

  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.

  Detailed letter attached with all dates and issues. I have also attached email correspondence to consumer affairs and the general manager. There are photos attached and we have video that can be sent over as well.

  

  Business Response

  Date: 07/08/2023

  ***** was contacted and resolution found.  Folio provided as proof. 

• Initial Complaint

  Date:07/05/2023

  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.

  Hyatt refused to assist me exit from my timeshare. It feels deceptive to know they have options and even an exit team to help members like me, yet they are unwilling. I feel betrayed and taken advantage of by the company considering the misinformation that was given to me at the initial sales pitch. The woman we sat with had told us that we could use the timeshare on the company dime, which would allow us to go anywhere we wanted to vacation, as long as we continued paying the monthly fee. Later we knew we were only limited to 8 locations and each one would cost more money to book. This was not what we were led to believe. In March we got a letter by ******************** stating that we could not cancel or receive our money back. This only added to the sense of hurt and betrayal that we already felt towards the company.After reaching out to Hyatt last month to tell them exactly what happened, I was informed that it was not feasible for them to assist me in exiting and there is no waiting list to be placed on.This, despite the fact that their website explicitly outlines options to exit and even has an exit team in place to help. Vacation ownership is a life-changing decision. At Hyatt Residence Club,we understand that sometimes even long-term owners need to exit their timeshares due to life circumstances. Reduced finances, fixed incomes, declining health, or other reasons may make it difficult for owners to get out and enjoy their home-away-from-home. When you work with us to plan your timeshare exit, youll receive information and guidance from a company you trust.They are going against what is on their website and refusing my right to receive this assistance as an owner.Hyatt's insistence that we upgrade to expand our ************************ felt like a form of coercion. It was made clear that it was our only option if we wanted to make better use of our timeshare. This was a tactic to facilitate more money for the company and felt like a betrayal of our trust.

  

  Business Response

  Date: 07/12/2023

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

• Initial Complaint

  Date:07/05/2023

  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 booked 3 rooms with this hotel for June 30-July 2, 2023. Upon check-in, "holds" were charged to my card. These "holds" were duplicated in error. When I noticed on Saturday, July 1st, I was told that they (hotel) didn't see duplicate charges, even though I showed them the charges on my bank app. They told me that upon check out, all holds would clear when final charges were submitted. On Tuesday, July 3rd the final charges for the 3 rooms were processed, clearing out only 1 set of "holds". The other remains in a "pending" status with my bank. I called my bank to ask them to clear out the duplicate charges. They cannot contest these charges as they are in a pending status...they can only contest charges that have been finalized. They suggested I contact the hotel again. Until this gets resolved, the Hyatt is holding $2275.80 of my money.I reached out to the hotel and was told they don't show duplicate charges so there's nothing they can do. In the meantime I am out $2275.80 because of their error. I need help in getting this matter resolved. If it was their money, I would assume they would care.

  

  Business Response

  Date: 07/17/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 07/19/2023

   
  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:07/04/2023

  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 made reservations on Booking.com for a stay at the Zilara Hyatt in ************ from 7/6-7/11. On 6/27, My husband ******* saw a neurologist for pain and increased difficulty walking. He was informed that he needed surgical intervention scheduled on 7/13 and was prohibited from traveling. His physician wrote a note to present to the hotel and airline. Booking.com requested a wave of the cancellation fees (the entire amount ***** USD). Booking did not receive an answer and suggested we call the property. I did so that same day. I spoke to Booking.com and Hyatt Zilara every day since. Each one told me that I needed to speak to the other entity. Yesterday, July3, I received a note from Booking.com that said we were denied and would need to pay the entire fee and lose the trip. The Hyatt ****** sent a note that said they could not confirm the message from Booking and were working on the case. We are not looking for a full refund, but would like a credit to rebook. As of now, July4, we have not heard from ******. We understand that programs like this are not refunded or credited usually. However, we are not not traveling because we have changed our minds. We have been forbidden to travel due to emergency health issues. We feel that disregard for need health care under extraordinary circumstances should merit further consideration. Again, we would just request a waive of fees and a credit to rebook.

  

  Business Response

  Date: 07/14/2023

  ***** completed refund to third party booking company and Guest has been advised to contact third party for refund.

• Initial Complaint

  Date:07/03/2023

  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.

  The company are not following their prices match policy and refuse to give me the super travel price that is 13 cheaper

  

  Business Response

  Date: 07/12/2023

  Guest accepted resolution but has not responded with the needed information to further proceed. 

  Customer Answer

  Date: 07/15/2023

  the company has offered to give me a 50 credit i was to believe under the reasoning that i was not able to get the correct rate and every supervior i spoke to first wanted to help but then flip the script and did nothing infact told me that they would cancel the reservation if i chose to no sympothy no remorse just this  how it is if they want to send a voucher egift card or something they offered i might consider staying with them even though i saw the one in *********** it was run down as well so yes if they are offering a gift card voucher egift card for the 50 i was told i accept they have my contact info and email address
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory if they give what they offered in the email i got from corporate customer service. contact me at ***************** for credit or gift card offered
  
  Sincerely,
  
  ***********************