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 Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

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:05/14/2023

  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 booked a hotel room and was charged $143.86 for the room which was okay. I went with a friend and their family who booked an entirely separate room. Their room was charged to them for $169.95. While staying there I gambled at the casino which comped my room, making it free of charge. A couple months went by and I contacted the hotel to let them know that my room was charged to me when it was not supposed to be. They replied in an email that one room was comped and the other was charged at the military rate. After speaking with my friend, they told me that they too were charged for their stay. I contacted the Hyatt who stated again that I allegedly stayed in two rooms. I never stayed in two rooms nor did I agree to pay for two rooms. I have attached the screenshots of the email from the Hyatt and the two charges that were ran on my credit car ($143.86) and my friends account ($169.95)

  

  Business Response

  Date: 05/21/2023

  Guest has been contacted and resolution found.
  
  

• Initial Complaint

  Date:05/12/2023

  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.

  Hyatt claims that they have a "Best Rate Guarantee" and that they will beat any other online price by 20%. This is false advertising and is simply not true.I booked a room at the ************ and found a lower rate, but Hyatt wouldn't honor this. Their claim was that the rate wasn't a public rate, and that in order to view this rate, the user needs to be a member of that website, which isn't true. My confirmation number is ********. The other website was traveluro which is a public site.When Hyatt told me that they couldn't guarantee the rate, I replied to their consumer affairs team, but I haven't heard back.I think this is just a scam. I'd like Hyatt to review my request and make the adjustment to my rate. If they can't do that, they should remove the false advertising on their website. Because I followed their terms of service but they didn't adhere to their advertised guarantee.

  

  Business Response

  Date: 05/13/2023

  Guest was contacted and resolution found.

  Customer Answer

  Date: 05/15/2023

   
  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:05/12/2023

  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.

  I discovered about one month ago that my World of Hyatt account was not working. I initially thought the app had become corrupted but discovered through Hyatt technical support that the account had been locked and was under investigation. I received NO NOTICE this was happening by phone, email or postal mail. My concierge was not even notified of my status. Hyatt is asserting that I was issued points I should not have received because I received rental assistance through the Federal Emergency Rental Assistance Program. I lost my job to COVID-19 and struggled along until I learned from the then General Manager that I was eligible for the assistance. I applied and through a long process was twice awarded assistance. Hyatt did not protest my receiving points the first time, and I believe they only did the second time at the behest of Summit Corporation which owns the hotel where I am staying because I successfully stopped them from trying to to embezzle the funds and evict me. Hyatt Corporation is participating in fraud and discrimination through their actions and exhibiting unfair business practices by locking me out of my account and investigating it and me without involving me in any of it at any step of the way. They have also continually lied about remaining in contact with me as to the status of the investigation. They were PAID yet they they want to discriminate against a disadvantaged person because of the manner in which they were paid. The only contact information I was able to get is the name of a woman who failed to follow ************************************************** Case No. CAS3395415 It is purportedly being investigated by the World of Hyatt Team.

  

  Business Response

  Date: 05/17/2023

  Guest was responded to and provided the terms and conditions of the World of Hyatt loyalty program.

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family recently stayed at the Hyatt *************** (*******************) for a very large dance convention both of my daughters participate in. We were off to a bad start the second we got there. Rushed by valet, the employee who checked ** in was very rude, pool "security" was very unprofessional and inexperienced. 1- I do not need pool security to physically flick my sparkling water bottle uninvited to see if it is glass vs. plastic. (It was plastic) 2- When I spoke to the desk about a concerning piece of metal protruding at the end of out bed, (after it was already walked in to numerous times by **) front desk did not apologize, they said " We will send somebody up" - Nobody ever came, so i corrected the issue meanwhile smashing my fingernail in doing so. (See pioture)3- Maintenance was to come assist with the drains in the shower and sink. -- nobody showed again. I improvised with the bath mat. (See picture) 4- I do not think we encountered one person who was friendly. This hugely shouts out to the pool staff. VERY inconsistent. Signs say no dogs, yet a dog was lounging by the pool on sunday barking nonstop. Signs do not indicate "no coolers" - well I guess a SMALL lunch box for my 6 year old daughter with a handful of grapes also counts. She does not eat "bar food" so the inexperienced security had to hold the small lunchbox by their station. (But others were okay to bring in champagne bottles by the pool?) Food was also very inconsistent. Chix tenders one day are twice as plentiful than when you order 2 at once another day. DO they just split the food to cut costs? 5- Power issues the last day for elevators? No signs advising of this, no communications, yet some people stood ***************************************** another elevator. MOST of them were out. They advised 1 worked My family travels A LOT and I am clear in knowing that this hotel will not be attended again. With some strong advise towards other dance families with in our studio.

  

  Business Response

  Date: 05/14/2023

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 20, I checked into the Hyatt House in ******/*******. I was provided two rooms that were visibly dirty (e.g., toothpaste splatters on bathroom mirror, brown splatters on walls, brown stains in bed - select pictures attached). The front desk also gave a key to my room to another traveler, who entered my room while I was in it, presenting a safety issue for me as I was traveling alone. I informed them of this safety violation and they appeared indifferent. The next morning, I checked out of the hotel and paid the night's stay bill of $176. I also submitted a formal complaint to the corporate office.Later that day, I received an email from the general manager expressing apology and offering a refund. I accepted this. I did not observe a refund to my bank account, and have now followed up with the ** three times via email. They have not responded to my continued inquiry.

  

  Business Response

  Date: 05/13/2023

  ***** was contacted and advised hotel has resolved. 

• Initial Complaint

  Date:05/08/2023

  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.

  Confirmation Numbers: ********, ******** WOH: 508611700P Good Morning - I am writing with respect to the above referenced confirmation numbers. These bookings were made without my understanding that they were non-refundable rates, and as my plans changed (as they normally do), I now have discovered that they were non-refundable rates. It appears that Hyatt has now changed the way these rates populate, very similar to that of Marriott. I have been using Hyatt as a loyal member since the Gold Passport days, and have attained Globalist status on many occasions consecutively, with only missing it this year by 5 nights. I have NEVER booked a non-refundable rate, as normally traveling for government and military business often causes my plans to change and the need for the flexibility. I am requesting that these reservations be cancelled without penalty. Through my time with Hyatt, it appears that Hyatt truly values its members loyalty and I hope the same is true currently. Thank you for your consideration.

  

  Business Response

  Date: 05/11/2023

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:05/02/2023

  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 attempted to check-in to the hotel onFriday, April 28, 2023 using a prior reservation made by my sister, *****************************, using the ****** app. Upon checkin we were told that the hotel stopped accepting reservations through the ****** app three days ago. Our reservations, through the ****** app, were made and paid in full on March 18, 2023. We were then told that our prior reservations would not be accepted and we would have to make new reservations at the current room rate. The front desk clerk said he could give us a military room rate of $99 per night and not make us pay taxes. The words of the front desk clerk, specifically no paying of taxes, were never honored. I made numerous visits and phone calls from Saturday, April 28th through Tuesday, May 2nd to find out why our initial reservations through ****** were not accepted or given the room rate that we paid for. I was told that the manager would give me a full refund of the $394 that I paid and subsequently honor the ****** app reservations. I would like the following to occur:The manager to fulfill her promise to refund the $394 that I paid for the room and apologize for all of the inconveniences that my sister and I experienced at her hotel.

  

  Business Response

  Date: 05/08/2023

  Guest has been contacted and resolution was found.

  Customer Answer

  Date: 05/09/2023

   
  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:05/01/2023

  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.

  "No Blacks Allowed"My family and I were under the impression that Hyatt was synonymous with quality, safety, and customer service. This is further from our experience with the Hyatt House in **********. We were verbally attacked by a guest while the staff staff laughed and did nothing to assist. This gentleman went on a tirade calling my son and I "Niggers" while the staff laughed and treated this abuser with respect. We were later contacted by the hotel manager and by Mr. ******************* vice president of operations to pacify and feed ** untruths. *************** promised ** at least 7 to 10 nights at a property of our choosing. We noticed while attempting to use the nights **************** failed to input the nights and points we immediately contacted the World of Hyatt concerning this issue but once again we were engaged with a unemphatic ******** Service agent who was was rude and lacked any empathy to the embarrassment that we experienced. Note: we stayed at this location for over one month while our home was being renovated and they only provided points for one of our rooms and leaving out the points for our second room. The Hyatt House may as well put out the sign that "No Blacks Allowed"

  

  Business Response

  Date: 05/09/2023

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

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20003081
  
  I am rejecting this response because:
  

  To whom it may concern this matter has not been satisfied and we would like this matter to stay open...

  Best regards,

  *********************;

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

  

  Business Response

  Date: 05/24/2023

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest has already been previously compensated by hotel management.

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20003081
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20003081
  
  I am rejecting this response because:

  To whom it may concern;

  I am requesting that this complaint be reopened and I am rejecting the business response on May 24th due to the fact that we have not been compensated nor were we given what was promised by vice president ******************* Regional Vice President of Operations that we receive 125k of points for the Racial and Discriminatory outburst that my son and I endure. The hotel guest repeatedly called ** the **word while the front desk staff did nothing but laughed. We thank you in advance for your assistance in this matter.

  Best regards,

  *********************;

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

  

  Business Response

  Date: 06/13/2023

  When the guest brought the complaint to our attention in 2017, the complaint was fully investigated. At that time, the guest was offered and accepted compensation. The guest has not presented any new evidence to support additional compensation. The property has declined to further compensate, and we stand with the hotel's decision that the guest's complaints were already fully addressed. 

• Initial Complaint

  Date:05/01/2023

  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.

  We stayed at Wild Dunes Resort in *************, **, a Hyatt property, from April ****, 2023 at a cost of over $7,000. I noticed that the World of Hyatt (WOH) points were not credited to my WOH account for the stay. After painfully slow correspondence with Hyatt, I was advised that stays at Wild Dunes were somehow not eligible for WOH points. I booked through the resort webpage (not through a third party, Airbnb, VRBO, etc...). Further, I had a nearly identical stay at Wild Dunes in 2022 (booked same way, same level of accommodations) and was correctly rewarded with over ****** WOH points.

  

  Business Response

  Date: 05/01/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 05/03/2023

   
  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:04/30/2023

  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.

  **Please see all complaint details in the attached PDF - "**************** BBB Complaint Details".**Summary of refund request:Due to the absolute lack of help and getting the distinct impression nobody would be making this situation right, I had no option but to cancel ************ and then rebook myself and my party at the Dreams Macao Beach at the higher rate. Im requesting the total refund of $3,737.11 to make this right. Details below/attached:**************** Cancellation Fee for Room Cancelled on 1/17 by the System: $50 **************** Cancellation Fee for Second Room I had to cancel: $385 **************** Full Room Charge for the one Active Reservation that was cancelled: $1,925.00 oNote: No portion of this reservation has been refunded to date even though the stay wouldve began three weeks ago and this wouldve already been processed in the system.**************** Spa Treatment: $128.16 Dreams Macao Beach: $1,248.95 oNote: This amount reflects the increased rate we were forced to pay by booking at the last minute to ensure we had rooms to stay in.

  

  Business Response

  Date: 05/08/2023

  Guest has been contacted by the resort's Executive Managment Team with a proposed solution for resolution. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20000943
  
  I am rejecting this response because I have not been contacted with details regarding full resolution. I have only been provided a partial refund - that pertaining to the charges from *************************. I have not received anything back that addresses the rate difference from the last minute booking at Dreams Macao Beach. I'm still waiting on the $1,248.95 refund which accounts for this difference as laid out in my original complaint.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/16/2023

  ***** has been contacted after situation was reviewed by executive management and resolution has been offered. 

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20000943
  
  I am rejecting this response because although I have been promised that the outstanding refund of $1,248.95 has been requested, I have not actually received confirmation that the refund is being processed nor have I seen it appear on my credit card statement yet.
  
  Sincerely,
  
  *********************