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:07/02/2023

  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.

  Last night I booked a room on Expedia here at Hyatt House in *********. I was looking specifically for a pool for my daughter as it's summer and she's been asking for weeks. The pictures of the pool look amazing. The pool in person looks great. I paid Expedia ****** for the night. We went to the pool this morning and it was locked. Went to the front desk and the lady said the pool doesn't open until next week. It is 7/2/2023. It was 100 degrees yesterday why is the pool not open yet and why isn't that mentioned on Expedia or mentioned when I checked in? Unacceptable.

  

  Business Response

  Date: 07/10/2023

  Member did not respond to offered solution.

• Initial Complaint

  Date:07/01/2023

  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 stayed at this location last month and had a couple small issues that made my stay uncomfortable, but the icing on the cake was Hyatts refusal to award reward points for my stay. I stayed at this property for 2 nights for business travel ********** chair in my room. I was trying to get a presentation completed before and all-day training session. The chair would keep dropping to the case despite raising the pneumatics. Eventually, I just moved to the bed and completed about 90 minutes of work in an uncomfortable position. When I ********** staff aware, I did receive a new chair in a couple hours. My next issue was my breakfast the nest morning. It was dry and overcooked. My omelet, potatoes and bacon all tasted like bad mixture of microwave and air fryer. I didnt finish it.That night I came back to a room that was like a sweatbox! I turned the ** down to about 65 degree which in my opinion was too low, but I needed relief, after an hour, the temperature had not come down, so I reported the issue to the front desk who advised an engineer would be up in 15 minutes to resolve the problem. It was closer to 2 hours. The engineer advised that the ** was motion activated so if I was gone all day, the unit would not run despite the overwhelming noisy fan that was blowing. I also advised the temp had not come down in the last hours and I had been active in the room. This person set the temp to 50 degrees and left. This fan that had already made for an uncomfortable nights sleep got even louder. And it was 2 more hours before the room temp became bearable. On my stay, I registered for the Hyatt app and entered my details. Points were never rewarded when I reached out a week post stay I got a message from Hyatt advising points are only awarded if the app account is created before the stay. That makes zero sense many businesses and industries have rewards platforms and this would be the first Ive experience to not give credit for any documented stay.

  

  Business Response

  Date: 07/10/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 07/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that after an extended time and great effort this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have always stayed at the Hyatt Regency Bethesda, because our kids live nearby. Until now, we have had no real complaints. But...on our last visit we were charged $350 because their new type of smoke detector indicated that we were 'smoking' in our hotel room -- not once -- but twice! This charge was not attached to the hotel bill when I checked out at the front desk, but was a separate charge on our **** card, which we did not know about until later, when the monthly statement arrived. I received absolutely no help from the Hyatt Loyalty ************************* as all they did was to contact the hotel, then repeated to me what the manager (or someone else) at the hotel spit-out!Neither myself, nor my wife, have ever smoked cigarettes, or anything else for that matter Never -- Ever! My documented medical records, and my 30-year military records, have me listed as a: Non-Smoker! Hyatt refuses to remove the $350 smoking-in-room charge! Wouldnt one think that we would have been notified of this infraction upon check-out? Nope! Oh, I forgot to add that I have competed in 4-Ironman Triathlons, about 20-Marathons, and was ***************** ********* Stair Racing Champion, not too many years ago. Currently I am a Gravel Bike racer (age-group) and I am scheduled to compete in Gravel Worlds Bike Race in 7-weeks so, it is extremely unlikely that I (nor my lovely wife) would be lighting-up in a ************** room

  

  Business Response

  Date: 07/05/2023

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:06/28/2023

  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.

  Unfair Practice I am Hyatt's Globalist Member 533438441R, i am staying with my Wife in Hyatt Regency ********** ****************************, **********, ****** from March 1,2023 and having reservations till year end. I am using points with cash. Hotel Manager just called me and said from July 1, prices increased and new prices will be applicable to your existing reservations. I said prices can't be increased for existing bookings till year end. I am currently booked for Hyatt ************* and on top of paying daily Rs **** for the upgrade to Regency Executive Suite daily. ****** said its going to be Rs **** from July 1. Want Hotel to apologise and obey the price for reservations already booked.

  

  Business Response

  Date: 07/06/2023

  After investigating the complaint with the assistance of the hotel's executive management, the guest was contacted and advised that the hotel is following the terms and conditions of the World of Hyatt loyalty program.  We also advised that hotel is working with the guest to give him the best room upgrade at the best price available. 

• Initial Complaint

  Date:06/28/2023

  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.

  I stayed at the Hyatt from June25-27th and it was terrible, The linen on the bed sheets were not change. I called the front desk and ask if they could send house keeping to change one of the bed, I was told house keeping was not available. I had to change my own bed sheets, the bathroom was a mess. It was left over soap from the previous guest still in the shower, I had to clean the shower out with cleaning wipes. It was dirty towels left in the room, I complain to several front desk staff and I was told they would have the manager call me. I request for the manager and he never returned my call, it was a nightmare. I spent $257.54 to stay two nights at the Hyatt, its a disgrace.

  

  Business Response

  Date: 07/06/2023

  Guest was contacted and resolution found.

  Customer Answer

  Date: 07/07/2023

   
  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:06/27/2023

  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.

  Loved the place but that doesn't matter. My husband booked on May 1st. He forgot to add me as a second person. I called Hyatt on May16th and asked how much it would be to add me. The person called the resort and told me $189/night for the extra person. Great! Oh, but they couldn't give us an updated confirmation nor a confirmation code. Weird, but we went with it. We arrived at the resort, tired from a day of travel only to be told that it was actually over $300 per night to add me on. We asked her to call Hyatt and they told her we'd have to call after our stay to figure it out. What could we do? Leave?? Get on a plane?? No of course not! We had to pay to stay. I called Hyatt on June 8th once we were back. The lady was very nice and said that cost didn't sound correct and that she filed a ticket for resolution and that we'd get an email. Now Jun 27th. No email. So I call again and speak to a manager and I'm told that this is an issue to take up with the resort, not Hyatt. I explained that the hotel said to take it up with Hyatt. They then said that the person I spoke to May 16th wrote that she couldn't get ahold of the resort, that she was on hold for 8 minutes and the call disconnected. There's no transcript of my call on June 8th (even though I have a confirmation code- CA53518246). The manager states over and over that she can't do anything and I have to call the hotel. Why, exactly, would a hotel refund me money for a price that was quoted to me by Hyatt but clearly lied about? They basically swindled us out of several hundred dollars. No one is taking responsibility and I was given only one confirmation code which they won't even acknowledge. We can't dispute it with the credit care company because, very conveniently, we were never given anything in writing. Way to ruin a vacation!

  

  Business Response

  Date: 07/05/2023

  Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20243423
  
  I am rejecting this response because: they pushed it off to customer service who basically said to wait for the hotel to respond. This is the exact answer I got previously and we never heard from anyone. 

  I just want a refund for the difference between what were quoted and what we were charged. 

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

  

  Business Response

  Date: 07/14/2023

  We have fully investigated this complaint, along with hotel management. Hotel is refunding guest and guest has been advised and accepted compensation.

  Customer Answer

  Date: 07/17/2023

   
  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:06/26/2023

  Type:Customer Service 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 a hotel room reservation at Hyatt Centric Downtown ********** for July 1 to July 2, 2023. They called me and sent me an email today (just 1 week before my vacation) saying that they couldn't accommodate my reservation and had to cancel because of some renovation/repair work they need to do. This completely distrupted my plan. I booked the room on Jun 11, 2023 when there were still a lot of good Airbnb options at very good price. We chose the Hyatt Centric because of its boutique style and good location and didn't go with Airbnb. Now the Airbnb option is gone and we had to think about other less optimal options.I called the Hyatt customer service and asked if there was any compensation due to the sudden change on their side. They talked to different teams and the supervisor said that there was no compensation. What really upset me was that they kept emphasizing that there was no PENALITY for this cancellation (the initial voice message, response from the customer representative, and its supervisor) and indicated that I should just accpet this change. It made me feel that I did something wrong and they were the party that was doing the right thing and being very generous. I was really disappointed by their customer service and how they treated their Globalist members.

  

  Business Response

  Date: 06/26/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 06/28/2023

   
  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,
  
  Huaiwei Sun

• Initial Complaint

  Date:06/26/2023

  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.

  This has been a really horrible experience dealing with Hyatt customer service, I recently stayed at of the Hyatt properties using a total of ****** Hyatt reward points, during my stay I found and accidentally touched a used condom in the pull out sofa, I filed a complaint with customer service who sent the information to the general manager (****) who told me he would process a refund for my points, Even though a situation like this being in customer service I feel this issued should of been fixed which is the refund but also a plus one. After speaking ********** contacted customer service to have the pointed expedited back to my account, later, that evening, after checking my hyatt account points still were not there, so I did a live chat and chatted with a really rude rep by the name of ***** who didnt wanna help at all, in fact she disconnected the chat mid conversation. Because of the lack of cleanliness of my room I deserve a refund of my ****** points immediately, Also because of the customer service interaction and my experience which is really traumatizing, luckily it was me who found it and not my 1 year old son, I also should be compensated additionally. Thanks for taking the time to review my concerns.

  

  Business Response

  Date: 07/04/2023

  We have fully investigated this complaint, along with hotel management.  **************** resolved complaint with compensation that we feel is fair and equitable. 

  Customer Answer

  Date: 07/06/2023

   
  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:06/23/2023

  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.

  Subject: COMPLAINT CAS3541812 : *********************************************** - Change - S CROSLEY - 22-Jun-2023 - ******** I am requesting a full refund back to my credit card for this stay and hyatt review the FULL CHAT transcript that took place with chat agent ***** on June 22nd around 5pm to read what happened, I AM REQUESTING THE GENERAL MANAGER CONTACT ME IMMEDIATLY OVER THE CONDUCT AND MISTAKES CUASED BY YOUR ***** DESK YESTERDAY AND I AM REQUESTING A FULL REFUND BACK TO MY CREDIT CARD FOR YESTERDAY JUNE 22ND FOR THEMISTAKES YOUR ***** DESK MADE THAT CUASED ME NOT TO EVEN BE ABLE TO ENJOY MY STAY OR RESERVATION. HYATT CORPORATE EVEN CREATED A CASE NUMBER CAS3541812 OVER THIS AS YOUR ***** DESK MADE MANY MISTAKES THAT HAS RUINED MY ENTIRE DAY YESTERDAY, CUASES ME SUCH SEVERE STRESS I HAD CHEST P AIN AND THEY MADE BIG MISTAKES. THEY ALSO ARUGED WITH ME FOR OVER 2 HOURS, ALLEDGING ONLY 1 PERSON WAS LISTED ON MY RESERVATION WHEN THERE WAS 2 OF US HYATT CORPORATE EVEN HAD TO EMAIL YOUR ***** DESK 3 TIMES TO TELL THEM THERE IS 2 OF US ON THE RESERVATION AND YET THE ***** DESK MADE US SIT THERE FOR 2 HOURS BETWEEN 5PM-7PM (WHILE WERE WERE SUPPOSED TO BE ENJOYING OUR ***** STAY) BUT INSTEAD WE ARE AT THE ***** DESK HAVING TO ARGUE AND FIGHT FOR OUR RIGHTS TO STAY HERE AS OUR RESERVATION CLEARLY SAYS 2 PEOPLE WHAT YOU PUT US THROUGH YESTERDAY IS UNACCEPTABLE-YOU OWE ME A FULL REFUND FOR YESTERDAY BACK TO MY CREDIT CARD SINCE I COULD NOT EVEN SPEND MY DAY ENJOYING THE ***** SINCE I HAD TO STAY AT THE ***** DESK AND YOU CUASES ME SEVERE STRESS after being in the room for 7 hours we get a nasty call from ****** telling us we can not eat dinner and demanding I bring my personal laptop and phone to the front desk to show proof there are 2 people on the reservation, I did that and he proceeded to tell me he does not believe my reservation is real or there are 2 people and said we could not stay at the hotel

  

  Business Response

  Date: 06/28/2023

  ******************** of the property has been in contact with the guest, and resolved the complaint. 

  Customer Answer

  Date: 06/29/2023

   
  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,
  
  Su Crosley

• Initial Complaint

  Date:06/22/2023

  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.

  June 22, 2023. *************************************, the manager working overnight at Hyatt Place ****************, cancelled my reservation without calling or contacting me first. He was then, very unprofessional and disrespectful. My Hyatt # is G96647837V I am very disappointed at the unprofessionalism and disregard. for my loyalty to Hyatt

  

  Business Response

  Date: 07/01/2023

  The property fixed their billing error.  The guest has not responded to offered compensation for the error. 

  Customer Answer

  Date: 07/06/2023

   
  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,
  
  *********************