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.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

• 

  Hyatt Hotels Corp.

  2 Van De Graaff Dr Burlington, MA 01803

• 

  Hyatt Hotels Corp.

  54 4th Ave North Waltham, MA 02451

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:06/15/2023

  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 wife and I were accused and charged $300.00 for damage to a nightstand in our hotel room in a recent stay at the ********************************* (4/28/23 to 5/1/23). We knew nothing until we got home and noticed a $300.00 additional charge on our bill with the word "Broken" next to it. No explanation. Nothing of any sort. Just a $300.00 charge on the bill (with the word "broken" next to it). I've reached out multiple times to both ******** and ******** and have gotten nothing back except empty promises to get back with me. The only person I have been able to speak with during this whole mess was a representative at the hotel with whom I had to beg to send me some type of photographic evidence of this faulty charge (which she finally did - pic attached). The BBB is just one of the many avenues I have tried in order to get someone to call me back. So far no luck. I just have to say that the lack of follow up by the Sheraton/Marriott corporation in regard to this issue is wrong and the organization should be embarrassed by this utter nonsense.

  

  Business Response

  Date: 06/18/2023

  After further research, the guest did not stay at a Hyatt Hotel, but a Sheraton. ***** has been advised to contact the property they stayed at directly as this is not a Hyatt owned location. 
  
  

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20191443
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/15/2023

  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 was notified early this AM that my father was rushed to the ** in ******* ** unresponsive. He is in the hospital in ******* ** and not likely to live past the weekend. I had reservations at Hyatt Place ****** and want to cancel because I made reservation at Hyatt Regency ******* instead. These towns are too far apart (3-4 hrs) to drive between. I made multiple attempts to cancel the reservation without penalty and I was told by hotel the manager said no. I had Hyatt call the hotel and the manager again declined. So now I am paying for a night of hotel in ****** ** at the same time I am paying for a hotel in ******* **. It is absolutely uncalled for. No compassion for my situation at all from the manager of Hyatt place ******.

  

  Business Response

  Date: 06/22/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 06/23/2023

   
  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,
  
  M Crystal ****

• Initial Complaint

  Date:06/14/2023

  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 stayed at ************* by Hyatt. The second night of my stay, I woke up to find that I had bled through my pajamas, a towel, and a bed sheet with my menstrual blood. I was then billed $250, the bill stating, blood sheets towels blood ruined. I called the hotel asking about the billing. The front desk let me know the general manager would be in contact with me. The general manager, *********************, emailed me stating, Our Apologies but unfortunately the towels/ sheets were damaged beyond cleaning. I was surprised to hear that a small amount of period blood was too much for an industrial hotel laundry facility - especially since I washed my pajamas at home and the blood came right out. I emailed **** to let him know the blood washed out easily at home. He responded with, My Apologies but due to Blood Borne Pathogens / Health safety concerns we could not save the towels/ sheets unfortunately they were heavily stained beyond cleaning. With this new response, Im thinking, there are many other human body fluids that come in contact with hotel sheets (male s**** being one). The towel and sheets were not stained beyond cleaning. It was leaking from a heavy-flow period at night. If the next concern is health and safety concerns, I want to bring to attention, male *****, another normal body fluid (like menstruation blood) also poses a safety concern. If the concern is so great that sheets cant even be attempted to be washed, then I would assume the true concern is not the safety issue, but the staining issue. This was period blood. A normal bodily fluid that comes from over 50% of the human population. I find it unfair that I am being charged with $250 because I am a woman menstruating. For a hotel to penalize women for having their period feels sexist and prejudiced against women. I am wanting a full $250 refund.

  

  Business Response

  Date: 06/22/2023

  The guest was contacted and resolution found. 

  Customer Answer

  Date: 06/22/2023

   
  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:06/13/2023

  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 wife, ********* and I stayed Hyatt hotel at Hyatt Regency *********** On The ****** from May 22 to 24. We parked our ***** S60 at the Hotel as Vallet parking during our stay. When picked up the car on May 24, I found the passenger door was covered by a lot of concrete powders. After removing the powder, I found some scratches on the passenger door. I immediately reported it to the staff of Vallet parking and the staff saw the scratches and recorded my contact information; he told me that the manager will contact me regarding this issue. But no one contacted me. I called several times and they always said that the manager will contact me, but no one contacted me. I called the person in Hyatt who in charge the parking two times and he told me that he will follow up with the parking manager and ask them to take care the issue, but no one responded. I ask Hyatt take the responsibility for my car damages since I parked the car in Hyatt hotel.

  

  Business Response

  Date: 06/20/2023

  Hotel has contacted 3rd party parking vendor who has been in direct contact with the guest to resolve matter.

• Initial Complaint

  Date:06/13/2023

  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.

  Was not informed of charges for parking in reservation details Had to pay an extra 20$ a night for parking Feel it should have been disclosed as other fees were Management at hotel and w Hyatt were both unhelpful and uncaring of my concerns

  

  Business Response

  Date: 06/14/2023

  Guest has been contacted and resolution has been found. 

  Customer Answer

  Date: 06/22/2023

   
  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:06/11/2023

  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.

  False advertising and failure to disclose propery condition. I reserved Hyatt *********** on ****** ******* ** on April 24th for May 27-June 1. I booked directly with Hyatt and called the location of my stay to inquire about parking and shuttle services all on April 24th.When I arrived on May 27, I found the property to be under construction. The main doors were closed and parking filled with construction materials and trucks. The front desk informed me theres a change in their accommodations due to construction, such as:- no hot breakfast - no gym - no laundry Even upon my check in I didnt get accommodations for my tier with them (snack pack and drinks is offered) for the tier. I asked them to transfer me to another location that had all accommodations that they advertised and they were unable to do this. I ended up cancelling my stay with them and spent many hours looking for last minute hotel that had similar accommodations, but everything was so expensive because it was last minute. I ended up cancelling out the last day of vacation so that I can pay for another hotel. Because it was last minute I couldnt get anything, I first tried booking at another place which was unsuccessful. The bay 9pm that night I finally found another place but cost was more because last minute reservation so I booked it for a day less.

  

  Business Response

  Date: 06/20/2023

  Guest has been responded to with an offered solution and we are currently waiting for a response. 

  Customer Answer

  Date: 06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have reached out to me via email and provided a sound resolution offering me complimentary points on my account to accommodate for the problems I experienced on this complain. I am very satisfied with their offered resolution and which to close the case. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/06/2023

  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 made a reservation at the Hyatt Regency in ******, ** at a rate of ***** ** Pesos per night for a 4 night stay. Due to travel from the **, we later realized we would need to add one night on the front of our original 4 night stay.We searched on-line and saw the rate had increased to ***** ** Pesos per night for the one night at the front of our original 4 night reservation.Since we were unable to call the hotel in ****** directly, we reached out to Hyatt ************* in the **.We advised the first agent what we were trying to do and hoping to add 1 night at the front of our booked and confirmed 4 night stay. She looked and said that the rate for the one night was now ****** ** Peso for the new night we were adding. We agreed to the price for that one night, since now we had a full reservation not 1 night + 4 nights.Once we received the email confirmation for the 5 night stay, it showed now that ALL FIVE NIGHT were contracted at ****** ** Pesos per night.We immediately called ************* back, the next agent immediately saw the mistake and transferred us to the manager on-duty (****). **** was very helpful and and advised that she would need to contact the hotel in ****** directly and speak with managers there to get our issue fixed. We told **** we were fine paying ****** ** Pesos for night one, but wanted our ***** ** Peso rate for nights 2 thru 5 re-instated. **** said she would ask for ***** per night for every night, but said knowing we were willing to take the one night at the price was helpful.After being on-hold for nearly an hour, **** came back on the phone and advised she had to end the call but would send ** a confirmation email later that night.The next morning, I received a short generic email stating, sorry but you will have to keep the new rate at ****** for every night. This extra cost will result in an additional $800 ** dollars out of OUR pocket due to a mistake by their employee. This matter is still pending, with no result

  

  Business Response

  Date: 06/10/2023

  Guest has been contacted and provided with the hotel has provided resolution as requested. 

• Initial Complaint

  Date:06/04/2023

  Type:Customer Service 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.

  hello, I am a member of Hyatt, my membership no. is 528258478T, in the year of 2021, I earned 4 club access award and 4 suite upgrade award, but unfortunately, they expired and were void on February 28th *****. Before my complaint, I want to have a simply explanation for what happened in 2022, it was a quite tough year for Hyatt members in *****, especially in ******** like me! In order to cut down Covid 19s pandemic, from March to ***** ******** city suffered a big locked down, people were limited in their own home, the same time, ***** government escalated the national limitations until December of 2022, for such kind strict policies, I even did not have the opportunities to plan a trip, also to use my awards. After the December of 2022, ***** government removed the limitations, but it caused millions of people to get the disease, in avoid that, the best way is keep myself in home. Finally, everything goes well, but it was already February of 2023, but my awards would expire on February 28th,it was hard for me to use them in one month. I stated the reasons above to Hyatts service department only hope they could extend the date of expiry for me, but they refused! As a responsible worldwide corporation, Hyatt should consider the real difficulties of the members from different regions. And what I said is true which could be found online, and my address was set for ******** from I creating my account since several years ago, never changed! So, I really suffered that, and for the governments policy changing, it was an unforeseen reason, which is a force majeure. For that, it was reasonable for me to request an extension for my awards. But Hyatt refused. Now, they were already expired, and may be hardly to recover. So, I hope Hyatt could make an exchange of points for me to take place my expired awards. ***** Hyatt points for club access award each and ****** Hyatt points for suite upgrade award each, please make up me with ******* Hyatt points in total!

  

  Business Response

  Date: 06/07/2023

  Member has been contacted and resolution found.

• Initial Complaint

  Date:06/02/2023

  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 rented a resort in *********** ******* at the Hyatt ********************************* from April 27-May and on May 26th approximately 2pm the hotel began to have a plumbing problem that left ** without got from that time until check out time on the 27th at 11am. We were not warned of any plumbing issues so we called to the desk and was told the issue would be resolved within 1 hour. After calling the front desk multiple times on the 26th and being continuously lied to about how long the plumbing issue would be, we decided to just go out without showering instead of wasting more time waiting for the water to come on (which was a major inconvenience) since we only had a little time left on vacation. On the 27th we woke up to try to shower to have brunch before catching out flights and discovered once again no hot water!!! We complained and notified the front desk that this was day 2 without hot water and was told we could go to the resorts spa to shower. Once going to the spa we were rudely told by a female employee there that we could not shower there either. After going back to the desk we were finally offered a room across in another building to shower. The run around and traveling to another room/shower at the resort caused ** to not be able to eat brunch and have to rush to the airport. I made a complaint with a supervisor before leaving and was told along with other guest that we would be compensated for 1 night stay and for us to call in 2 weeks if we did not receive the credit by then. We have made 2 calls to the resort and spoke with ******* who stated a manager ******* is aware of the situation and that he sent a request to the finance office. I last called on 5/30 and was told I would receive a call and hate yet to receive anything from the Hyatt Zilara! It has now been a month since my trip!

  

  Business Response

  Date: 06/06/2023

  **************** contacted guest and resolved.

  Customer Answer

  Date: 06/07/2023

   
  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:06/02/2023

  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.

  On May 26, 2023 I arrived at Hyatt Place Downtown ******* with a reservation made for a double bed room because we had two people who did not want to share a bed. Here is my reservation number: ******** At check-in, with no prior notice via phone call or any form of contact, we were told that they had overbooked on double rooms and only had a king size bed room with a pull-out sofa. This is not comparable becauseone person has to endure significantly less comfortable sleep than we paid for and expected.We asked to be transferred to a different Hyatt hotel where two beds would be availableand the front desk attendant said she would have to receive approval from the general manager. She brought him out and he was visibly upset to be interrupted from whatever he was doing. He was extremely rude, refused to help even when his employeeoffered to, and told us all he woulddo iscancel our reservation to figure out a differenthotel ourselves. There was absolutely no respect for our situation where we were visiting a city we didn't know and had no place to go or stay.Due to this treatment and refusal to help, we went outside to call the reservations line for assistance. On the call, I spoke with a representative who clearly could not understand what I was saying. He repeatedly put me on hold for extended periods and did not listen to me. He ended up cancelling my reservation when I clearly asked not to multiple times after he suggested it. When I told him he made a mistake, he put me on hold for 10 minutes and then the line hung up. Here is the confirmation of the cancellation number which I had not approved of: X5PCMDF I called again and they told me they could not help now, sending me to customer relations since the reservation was canceled even though I asked him not to. When I finally talked with customer relations, they finally were able to contact a different hotel and get us a room.It is extremely upsetting to be put in this situation as I was traveling all the way from Chicago and it was made significantly worse by the way we were treated. It took almost 3 hours, which forced us to change our plans, to figure this out.

  

  Business Response

  Date: 06/07/2023

  Guest has been contacted and resolution found.