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 Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

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:05/24/2023

  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 am ***************************, and I am following up on a recent stay at ************************ in *** on April *****, 2023. In the Hyatt website, the ******* is advertised as a story worthy experience with luxury rooms and suites; which couldn't be further from the truth. The ceilings of the room were a safety hazard. Not only were they not aesthetically pleasing, they looked like they could cave at any moment. The thermostat did not function properly. In order to avoid a freezing room, the temperature had to always be set to ***** degrees fahrenheit.The bathroom faucet was broken and was never fixed. *******, the engineer that was sent up by ****, the concierge, arrived to the room at midnight smelling like marijuana with bright red sneakers, and his pants falling down so his briefs were very visible. Nothing about this engineer spoke professionalism for a Hyatt hotel. To make matters worse, the faucet was still not fixed and ******* said he would not be able to fix it during the rest of our stay. The bath robes that were provided were stained and for a hotel that claims to use the highest caliber of cleaning tools, this did not seem to be the case.The room floors had questionable material on the floor upon arrival. It appears that no effort was made to clean the floors. Clean glassware was only provided when I spoke to *******, another concierge. Of all the staff at this hotel she was the most considerate. When the housekeeping staff failed to provided us with basic amenities, she made sure we received them in our room. Unfortunately *******, was not there during all of our stay to help improve the sub par quality experience the ******* provided. I can provide images documenting this unfortunate experience.

  

  Business Response

  Date: 05/31/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 06/01/2023

   
  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:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Hyatt Place ******** Midtown South regarding a series of issues that significantly affected my mother's stay (5/15-5/18). Confirmation Number: #********. It is important to bring these matters to your attention as they reflect a lack of satisfactory service and accommodation provided by Hyatt.During my stay, I experienced a consistent lack of hot water in the evening hours, specifically from 10 pm onwards. Despite my attempts to address the issue with the front desk, the response I received was that hot water would possibly be available by tomorrow morning. This situation has been incredibly frustrating for me, as I find it unacceptable to be unable to shower after a long and tiring day.Upon entering our room, we noticed a pervasive cooking smell and smoke, which made the atmosphere uncomfortable and caused headaches when we attempted to open the air conditioning. The lack of fresh air circulation added to our discomfort and dissatisfaction.Furthermore, during the check-in process, we were subjected to an extensive wait due to the front desk's computer malfunctioning. This delay further contributed to our overall dissatisfaction with the service provided by the hotel. Given the significance of the occasion, as it was my graduation celebration and an important moment for my family, these issues had a considerable impact on our overall experience. We had expected the Hyatt Place ******** Midtown South, known for its reputation of providing exceptional service, to ensure a comfortable and enjoyable stay. Unfortunately, our expectations were not met.In light of these circumstances, I kindly request that you thoroughly investigate these issues.Moreover, I request a full refund for the inconveniences and discomfort endured during our stay. Thank you for your attention to these matters.Sincerely,*************

  

  Business Response

  Date: 05/28/2023

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:05/23/2023

  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.

  I paid for a two night stay and ended up spending one night due to a flight delay. I don't believe it to be fair being charged for a night that I physically wasn't there and was out of my control.

  

  Business Response

  Date: 05/27/2023

  ***** has been contacted by the hotel executive management team and compensation provided, but guest has not responded yet.

• Initial Complaint

  Date:05/21/2023

  Type:Sales and Advertising 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 ******* for a graduation weekend. My room had rain leaking into it and was in very poor condition. Will upload pictures of my room and hotel condition.

  

  Business Response

  Date: 05/29/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 05/31/2023

   
  Better Business Bureau:
  
  I never heard from them but my credit card company is in the process of trying to resolve this.

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

• Initial Complaint

  Date:05/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a falling accident at Hyatt *********** on my honeymoon while being pregnant. It happened after having dinner at one of the restaurants named Tradewinds. I was exiting the restaurant through a small revolving door and fell right on marble floor because of a step right at the exit of the revolving door. With my 5-in heels, I fell hard on my left knee with my weight and ended up severely injuring it. One server tried to get me up, but I couldn't stand up, and he left without doing anything. My husband and I sat there for a few minutes and decided that I needed to see a doctor as I could not walk. I limped to the front desk with my husbands support, told the receptionist about the accident, and requested to see a doctor. We were told that the medical charges will be our responsibility. We asked for a manager, and he took us to the in-house doctor. I still was not given a wheelchair at this point, so my husband supported me all the way there. The doctor palpated my swollen, bruised, slightly bleeding knee and decided my knee was okay w/o any other examinations. Then, they started filing the incident report, and when they found out we were US citizens, their attitude completely changed. They offered to cover the medical charges, provide me with a wheelchair (finally), and bring me painkillers and ointment to our room. I could not help but feel very offended with this good will as I felt that I was previously treated poorly because my husband and I are both Asians. Due to the accident that occurred on the 2nd day, I could not enjoy the remaining 4 days of my honeymoon, could not get in the water, and to this day, I'm still experiencing occasional pain. I was lucky enough to carry my baby full term, and I dont want to even imagine if it had affected my pregnancy somehow. The hotel does not want to be responsible b/c there is a striped tape on the bottom of the floor, which was impossible to notice as I was exiting out of the revolving door.

  

  Business Response

  Date: 05/29/2023

  Guest has been contacted and a resolution offered.

• Initial Complaint

  Date:05/20/2023

  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.

  My husband and I are stranded at ***********, along with hundreds of others, due to bad weather Friday, 19 May. My husband called to book a room and told 5 rooms were available. He was given a price of $303 after asking about a military discount. He told ******* he wanted to book it and was then cut off. He immediately called back and was then told no rooms were available. I then called and was told a room was available for a price of $479+ and no discount could be applied. This is price gouging to take advantage of stranded travelers!!

  

  Business Response

  Date: 05/26/2023

  The guest has not responded to our attempts to contact her regarding her complaint. 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20083693
  
  I am rejecting this response because:

   

  We did in fact provide the telephone numbers that the business asked ** for. They wanted to find out the numbers we called when at DFW.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/15/2023

  Guest has been advised that rates and availability can change quickly.  We offered to have a conversation regarding the issue and have made multiple attempts to contact the guest by email to arrange a time to talk.  The guest has not responded to our emails. 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20083693
  
  I am rejecting this response because:

  I have not received any communication except once when I was in Europe enjoying a vacation. When I returned by 28 May, I responded with the requested phone number information. I have not received any communication since and I have checked the spam inbox. 
  

  As with the original complaint, this business does what they want without regard for honesty and integrity. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation at this hotel, here is the details:Date made March 30th, 2023 Reservation number - ******** Reservation date - **** 1st.I didn't know that because I prepaid for this reservation that it was non-refundable. I cancelled the room online thinking I would get a refund, but when I called they said the way I booked it was non-refundable. So I asked if I can have the room back, since I paid it for. They are saying I can't get the room back, and I can't get a refund. I don't understand how they can do this? I understand its a non-refundable room, but then why can it be canceled online? Basically I have no room, but I'm paying for it. That makes no sense, I don't know how they can get away with doing business like that. I've requested to atleast get a credit for the room, if they won't give me the room back, I think that is fair.My case number with management is:CAS3487088 Please help!

  

  Business Response

  Date: 05/20/2023

  ***** was contacted and advised the hotel has resolved his complaint. 
  
  

• Initial Complaint

  Date:05/18/2023

  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.

  Hi,Today is May 17 and i checked in into Hyatt Place Waikiki Beach. I initially booked the hotel in November for March to celebrate mine and mine girlfriend's 8 year anniversary. But due to personal reasons we had to postpone the trip until May. Prior to booking, i checked trip adviser and expedia reviews to ensure there are no bugs. I have a huge ***** phobia. If i see one, i literally can't sleep at night and i get really stressed and agitated. Its extremely troublesome for me, its a real phobia. So i always check. Upok review (back in November), last mentioning of any bugs was in 2019. That was satisfactory to me because it means that in the last 3.5 years (at the time of initial booking) there was no bug problem. Someone would mention it for sure if it was. So i booked the hotel. *************, the manager of this hotel was wondering and very accommodating with changing the dates for ** when we were forced to postpone our booking. Come today. We checked in and while we were given a nice room, the smell in the room is extremely offputting. It smells stale, a bit sour, and most importantly unclean. I decided not to pay attention hoping I'd adjust. I went to take a shower and the first thing im seeing is a ***** in the ceiling lamp. Boom just like that im hyperventilating and my heart is racing. I can't even breathe. My girlfriend took off the lamp cover and flushed the ***** down the toilet. It was dead but a ***** is a *****! And what is the solution?? Its not like its gonna matter if i move to another room?? If there are roaches, they are everywhere. It's just a fact. I want hyatt to relocate me to another hotel close to waikiki beach with absolute guarantee there are no roaches. Please contact me as soon as possible!

  

  Business Response

  Date: 05/18/2023

  **************** reached out to the guest to resolve, since guest was still in house. 

  Customer Answer

  Date: 05/19/2023

   
  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:05/15/2023

  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.

  Since we purchased a timeshare through Hyatt, my husband and I haven't seen any of the promised benefits of cheaper vacations. It's become such a burden for us financially. At this point, weve only been able to use our ownership once. In our efforts to get assistance through Hyatt, they told ** we could either sell or be placed on a list to be contacted if an exit option becomes available. Those are not reasonable options for **. There is no way we could get out of this by selling. There's not a market for timeshares anymore. People don't want to be locked into never ending fees and false promises, and we don't blame them. We can't be expected to just sit and wait without any sort of timeline as to when an exit option would be available to **. It feels like this is being made so much more complicated by Hyatt than it has to be.

  

  Business Response

  Date: 05/23/2023

  Guest's concerns were escalated to the appropriate Managment Team, who has been in touch prior with the guest. Guest has been advised that no exit program is currently available and has been given information regarding ******** resource for resale information.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20059260
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/30/2023

  We have escalated this to the appropriate management team who has reached out to the guest. They have explained the terms and conditions of their contract, the exit process, and have offered to assist with the timeshare. 

  Customer Answer

  Date: 06/08/2023

  see attachment
  

• Initial Complaint

  Date:05/15/2023

  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 was planning on visiting the ************************************* from Apr 28th to Apr 30th 2023. However, ended up getting sick the night before check-in and had to cancel the trip. Was later found to be due to influenza, as a physician I always inform patients to stay home when they have a contagious viral illness, and followed my advice. I was told that I would have to pay one-night charge for cancellation and I had no choice but to agree. I have many concerns related to "your policy" of having to come in or get charged for one night, which is toxic in a post-pandemic world. Regardless, this complaint is specifically for charging me twice for this reservation. For some reason, this reservation had TWO confirmation numbers, refer to the pdf of emails with two different confirmation numbers. I was charged for the first night when the reservation was made on March 30th, 2023 and was charged again for another night on Apr 29th 2023 when the reservation was cancelled on Apr 27th. Despite my multiple discussions with the hotel management, they keep insisting I was only charged once, however, my credit card bill seems to disagree with them. Please refer to the documents for your reference. Would appreciate if you could refund my charge, and I will be reaching out to my representative about "your policy" regarding forcing people to come in when they are sick or pay for the room greed in a post-pandemic world. Thank you!

  

  Business Response

  Date: 05/20/2023

  Guest has been contacted and a resolution has been offered.

  Customer Answer

  Date: 05/23/2023

   
  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. They were very receptive and prompt in looking into the complaint.