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.

  300 Light St Baltimore, MD 21202-1092

• 

  Hyatt Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

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:04/23/2025

  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 hotel has an option for their members to book hotel using reward points. Per their policy, each hotel has a certain amount of room is reserved for points booking, this certain amount of room is fixed.A hotel might have 100 rooms, but only 10 could be booked by points, and if all these 10 were booked, then member can only book room using cash/money. I also checked with Hyatt policy, it is illegal for hyatt to block those points booking rooms to members, (it is technically dable to block them from booking, but non-ethical and illegal), saying they should not block this 10 rooms from showing to member available online, as long as they are not fully booked yet.Above are all background.Recently, I am trying to book a hyatt hotel in *****, 'Hyatt Regency Paris toile', hotels in ***** are relatively more expensive than other cities, any other cities, I was trying to use my reward points, and found that there is no room available for points booking, for all the days that open to book (Hyatt allows you to book 13 months in advance), as of today, 04/23/2025, I can book the night 5/22/2026 to 5/23/2026, I have checked all nights for this 13 months, and there is no points booking available, even when every midnight that the new night come open to booking, I have tracked for a week now, I am pretty sure those are not fully booked, they still have all room available to book if you use money, I think I can confidently say, Hyatt have blocked the points reservation for this hotel, so they can make more ******** prove they didn't do this, they need to provide evidence of:1. the limit of room they are allowed for points booking 2. reservations that were booked using points which match the number of item 1, everyday until May 2026.I would like to hear an explanation from Hyatt, to show that they have not been playing the rules, which is unfair to their members, and is violating the rules they are making.Additional notes: other hyatt hotel in ***** has the similar issue

  

  Business Response

  Date: 05/03/2025

  Guest has been contacted and a resolution offered

• Initial Complaint

  Date:04/23/2025

  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.

  I am writing to file a formal complaint against Hyatt Hotels Corporation regarding the sudden and unjust termination of my World of Hyatt loyalty account without proper explanation or *********** name is ****** **, and my World of Hyatt account number is **********. On April 23, 2025, I received an email from Hyatt informing me that my account had been permanently closed due to an alleged violation of their program terms. However, the company failed to provide any specific explanation or evidence to support this serious action. The only justification offered was a general reference to potential violations of program rules, which I believe is insufficient and lacks transparency.This decision has led to the forfeiture of all my earned points and awards, which I accumulated through legitimate stays and purchases. Hyatts abrupt action has violated basic principles of good faith and consumer trust, as well as potentially relevant legal standards regarding the fair and reasonable treatment of loyalty program members.I respectfully request BBBs assistance in urging Hyatt to:1.Reopen my World of Hyatt account;*********** all forfeited points and rewards.I am a loyal customer and had always abided by *********************** published terms and conditions. This matter has caused significant distress and inconvenience, and I hope it can be resolved fairly and promptly.Attached are screenshots of the termination notice for your reference.Thank you for your attention to this matter.Sincerely,****** **

  

  Business Response

  Date: 04/26/2025

  After thorough investigation it was determined that the guest violated our terms and conditions.
  The guest has been contacted and provided the investigation results with the terms and conditions.
  We stand behind our decision.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23243548
  
  I am rejecting this response because:
  This business keeps using templates to reply any inquiries. Instead of providing any sound evidence and explanation. Please refer to the attached email. It is believed that the business is irresponsible and disrespectful to the customer and also have no fundamental business integrity. I reject this ridiculous response. I request sounded evidence!!!!!!!
  Sincerely,
  
  ****** **

• Initial Complaint

  Date:04/23/2025

  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 reservation was made by calling secrets reservation line. The name of the property that we will be visiting is Secrets ************************************* The Dates are June 20th- June 26th Reservation# **J103S3 Names on the reservation: ****** ****** and ******* ******- ****** Our first reservation was for SECRETS ST. ***** but due to the opening date we were given options to switch to another property and then get a voucher to go to ST. LUCIA next year which was the option we went with. The young lady I was initially working with( ***** *******) stopped answering my emails and phone calls and so when I have to call in I get different agent each time. I was able to get my new reservation information but we paid a deposit of ***** but what shows up is *****. I keep being told that the issue has been escalated and they dont know when the issue will be fixed. Im told it was done in error and the accounting team will handle it . At this point Im not sure anything is being done. Our final payment is may 6th and I just dont want there to still be an issue. I asked to speak to a supervisor and was told was not an option. Just trying to get this taken care of without spending more time on the phone getting no where. I have been working on this since February. Thanks in advance for you assistance

  

  Business Response

  Date: 05/01/2025

  Guest has been contacted and resolution found

  Customer Answer

  Date: 05/02/2025

   
  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:04/22/2025

  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'm trying to book a stay at a Hyatt hotel ( Grand Hyatt) in ***** ***** using my free nights awards and points. However, I'm told that I cannot book at category 8 hotels. I can only book at category 1-4 hotels. So I asked to book at their category 1-4 hotel only to be told that those hotels are not accepting awards/points! What kind of policy or practice is this? This is fraudulent practice.

  

  Business Response

  Date: 04/29/2025

  The guest has been contacted. The terms of the award were provided, and further assistance was offered. 

• Initial Complaint

  Date:04/21/2025

  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 am filing a complaint against Dreams Jade Resort Cancun (Unidad 26 Mz. 20 Lote 1-1 **************************************), a Hyatt property (HQ: ****************************************************************************).As an immunocompromised individual (********************), I am highly vulnerable to mold. During my stay, I experienced worsening symptoms including exorbitant pain, itching, irritated throat, red eyes, and significant facial/hand swelling (photos available). Due to my complex health condition, I didn't immediately attribute this to an external factor.On April 19th (Day 7), I discovered extensive mold hidden on a lampshade (photos available). I contacted the resort ******* *** examined me, agreed that mold exposure was the likely cause, and administered treatment. However, he then pressured me to sign a medical document entirely in Spanish, which I refused as I couldn't understand it (photos available).I reported the mold immediately upon discovery. The resort moved me to a new room, but only after 7 nights of exposure. Despite the negligence leading to significant and ongoing health impacts requiring multiple medical interventions and causing exorbitant pain while I was there, the questionable documentation practices, management's misrepresentation, the complete lack of follow-up, and the ruin of my vacation respite, the resort offered no apology or compensation.Given these severe failures, I request a full refund for the 8-night stay $2545.08 plus additional taxes and fees, $696.50, totaling $3241.58, and compensation for medical costs (both incurred in ****** and ongoing), significant distress, and loss of enjoyment. I'd like to ask for your help in determining a total resolution. I can provide all photographic and medical documentation.Sincerely, ********* *******

  

  Business Response

  Date: 04/29/2025

  **************** is in contact with the guest and is working with them to address the issues.

• Initial Complaint

  Date:04/19/2025

  Type:Sales and Advertising 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.

  This hotel provides a shuttle service if you decide to park at the hotel. I booked here to park and receive transportation to the airport. Upon my arrival, I had waited almost 40 minutes to get someone to pick me up from the airport. additionally, I originally called the hotel at 7:07 pm to let them know I needed to be picked and she let me know that the driver would be 20 mins. As stated previously, the driver did not arrive until 7:45 pm, which was almost 40 minutes. Not to mention that I had only booked parking services here until 7:50 pm and didn't get to my vehicle to almost 7:55 pm. because of the delay in service, I incurred additional fees and had to pay extra due to me being late to a prior obligation. had the shuttle been running on a scheduled timeframe, I wouldn't have incurred these fees. I also had somewhere else to be and because of the late shuttle service, I was unable to make it there.

  

  Business Response

  Date: 04/28/2025

  **************** is in contact with the guest and is working with them to address the issues.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23227130
  
  I am rejecting this response because: I have not received any response from the hotel. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 05/08/2025

  Guest has been contacted with a request for a call. The guest has not replied with a call back or call
  back time

• Initial Complaint

  Date:04/18/2025

  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.

  Hotel in Question: Grand Hyatt ******************** Number: ******** Date of Incident: December 26 Complaint Summary:I am filing this complaint regarding my reservation at the Grand Hyatt Baha Mar. I was scheduled to check in on December 26, but due to an airline cancellation that was completely out of my control, I was unable to make it that night. My flight was rescheduled for the following morning, and I contacted Hyatt Customer Support to explain the situation and request that the points used for the missed night be refunded.Despite the circumstances and the fact that I am a loyal Hyatt customer, I never received a refund for the points used for the first night of the reservation. I followed up and hoped Hyatt would be understanding, but no resolution was ever provided.Unexpected flight cancellations are a reality of travel, and I was extremely disappointed by the lack of flexibility or empathy shown in this situation. I had looked forward to this trip and felt Hyatt should have handled it more appropriately, especially when loyalty points were involved.Desired Resolution:I am requesting a full refund of the Hyatt points used for the unused night of December 26 at the Grand Hyatt Baha Mar. I would appreciate a resolution that reflects the value Hyatt claims to place on its loyal customers

  

  Business Response

  Date: 04/23/2025

  Guest has been contacted and resolution found

  Customer Answer

  Date: 04/24/2025

   
  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:04/18/2025

  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.

  Went to Hyatt website to make a reservation on 04/05/25 for a 2 night stay in December (12th-14th) of 2025. On 04/18/25 tried to cancel reservation. Was told it was non refundable despite my receipt stating "NONREFUNDABLE - If you do not check in to the hotel on the first day of your reservation and do not alert the hotel in advance, the hotel reserves the right to cancel your reservation and you may be charged for the full amount." Called Hyatt and was told that the reservation was made through Priceline. Called Priceline and they have no record of the reservation. I was also charged $168.40 for a refund protection plan. I don't understand why I am not given a refund on a reservation that is over 7 1/2 months in the future.

  

  Business Response

  Date: 05/01/2025

  Hotel agreed to cancel reservation without penalty. Guest has been advised to contact third party to cancel. 
  
  

  Customer Answer

  Date: 05/02/2025

   
  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. I have had little success with my communications with Priceline. Upon receiving your email, I have copied Hyatt's response and sent it to Priceline, asking them for a refund.

  I will await their response and remain hopeful, though I have not found them to be helpful at all. Do I have a recourse if they don't respond?

  Thank you for your help.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/16/2025

  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 am writing to reflect my experience at Secrets ******** **********************, under the confirmation #*******. Despite having paid the full amount, I have been credited with 0 points which is unbelievable. I have encountered countless issues that I can not disregard. The issue starts upon checking in. I approached the front desk with a reservation booked via **************************, despite being a Hyatt affiliate property, they failed to locate any reservation. They had to ask again and again for my phone and reservation number just to locate the reservation. After waiting at the front desk without any service, the staff finally managed to locate the reservation and check me in, meanwhile, a couple of staffs had been called to resolve this issue, which is not understandable, this is the most basic and a hotel front desk cant even locate a reservation booked via official channels. There are severe managerial issues at this property. After being checked in, I discovered none of the phone in the room works properly. The ** in the room is extremely outdated and not properly serviced. The ** is dirty and it smells when turned on. It also failed to cool down the temperature.On the date of check out, with a standard check out time of 12am, without even mentioning the member benefit of late check out, one of the housekeeping staff barged into my room around 10:30 without knocking or letting me know. She gets in my room without my consent. This is the most UN**CEPTABLE and it not only posted a severe service/ managerial failure and crisis but also made me question their overlook in the protection of my property and privacy. I am STRONGLY protesting against this violation and I am very offended and outraged with such actions.

  

  Business Response

  Date: 04/28/2025

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

• Initial Complaint

  Date:04/15/2025

  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.

  4/9/25 I booked a reservation for 2 rooms at Secrets *************************************. While booking the rooms I saw the Best Rate Guarantee and read through the terms and conditions. After I completed my booking I found cheaper rates on different websites so I completed Best Rate Guarantee form online. I got this email: Good ************************ you for your interest in our Best Rate Guarantee program. After researching the rate details you have provided, I was unable to validate your submission based on your reservation was not made through a Direct Hyatt channel. We were unable to find your reservation in our System. You may have booked through the hotel directly or through AMR, those do not connect to our Hyatt Channels. Also the room type you have booked is no longer available on our Hyatt Website. I sent a screenshot of my confirmation email showing that it was in fact booked through Hyatt. They told me they dont match rates from Hyatt Inclusive Collection website and the Best Rate Guarantee is only for **************************. I sent a screenshot of the terms and conditions that say it can be booked on *******************************************. With the proof I sent them they are still saying they cant match lower rate. The supervisor that I spoke with today was rude and wouldnt even give me her name and said there was nothing she could do for me. I asked to speak to her supervisor and she refused. I even asked if they could just give me the 20% off and not do the price match plus 20% off just to be done but she wasnt willing to do that either. I have followed everything in the terms and conditions but Hyatt is not honoring the terms and conditions, they are saying they cant verify the lower price I sent them with a screenshot and screen recording video of where I found the lower rate. Obviously they cannot find the lower rate as its now been 6 days. Seems to be false advertisement as they clearly will not honor anything in the Best Rate Guarantee terms and conditions.

  

  Business Response

  Date: 04/29/2025

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

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23208545
  
  I am rejecting this response because: they just emailed me two days ago and I was out of town for my sons baseball game. Im back home and just responded to their email. Theyre still saying my Best Rate Guarantee claim is invalid even though they havent been able to pull up my reservation and due to it being well after the 24 hours that I sent it to them they cannot validate the rate even though I sent them screenshots of the lower rate. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/08/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. Guest was advised her Best Rate Guarantee claims did not meet our terms and conditions. As a gesture of goodwill, compensation was offered that we feel is fair. 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23208545
  
  I am rejecting this response because: Hyatt obviously does not do Best Rate Guarantees since they cannot find my reservation that I made through them and I even sent them a picture of the reservation from Hyatt themselves. They also stated they would give me ****** points and never did that either. 
  
  Sincerely,
  
  ****** ****