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 / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

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:04/26/2023

  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.

  Hyatt member #: 535147598O I have ***** points expired. I did not get any notification about the expiration. Due to the pandanmic I am unable to use the points. I would like to have the points reissue back to my account.

  

  Business Response

  Date: 04/27/2023

  Member has been contacted and a resolution provided. 

• Initial Complaint

  Date:04/25/2023

  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.

  On 4/5/2023 I went on Hotels.com to book a hotel for my trip for spring break in *********, **. My family and I have stayed at Hyatt hotels before and decided to go with the one at ***********************************************************************. Our stay was from 4/10-4/12 itinerary # **************. When we checked in, it was fast and easy except for the lady who greeted us told us it would be a $50.00 deposit on the card we used. We were ok with that and proceeded to finish the process. Our stay was fine, and we had no other issues. When checking out on 4/12, I returned our keys and proceeded to ask the same lady who checked us in if the deposit would be placed back on the card automatically and she said yes but then said no I need to swipe your card again to get the credit for $50.00. She swiped my husband's card multiple times for the refund, and it kept saying declined. I asked for a receipt, but she said since we booked with a third party there was no receipt. I asked her for a receipt for the $50 she took but told me she could not give me one. She said there was no manager there at the time so we could write our card number down on a sheet of paper and she would keep trying. I was not even comfortable with that suggestion and said no. I did leave my name, address, and phone number that someone could call to assist but that call never came. I sent an email to the Hyatt location ********************************************************** on 4/15/23 to ask for assistance and a follow-up on 4/18/23 with no one responding. I called the location on 4/18 as well and the same lady who assisted me that day rudely told me "Ma'am we don't have a general manager, so you are going to have to wait". She took my information again, but I still have not received a call. I got fed up because I just want my money, so I emailed **************************************** on 4/18 and I have not received any correspondence back. I feel like this experience has me never wanting to stay at a Hyatt hotel ever again.

  

  Business Response

  Date: 05/03/2023

  Guest has been contacted and a resolution offered.

  Customer Answer

  Date: 05/04/2023

   
  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:04/25/2023

  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.

  Me and my guest arrived at the hotel, upon checking into our room we called downstairs to request heat for the room to warm up. We were told that there is a thermostat on the wall and to adjust the temperature manually. The thermostat which was adjusted to 80 degrees and continued to remain freezing cold all night. In the morning, still freezing, we called downstairs to front desk again and ******** came to our room. Once he arrived to the room, he told ** we should have called downstairs last night and we advised him that we did call downstairs and spoke with the front desk attendant. After several calls to the front desk and multiple people coming up to the room to see that there was still no heat we were provided a case number through Hyatt CAS3441331 and told to contact booking.com and told they can not refund ** our money due to using third party booking. After being extremely cold and frustrated all night no one would help ** and left the matter unresolved.

  

  Business Response

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/24/2023

  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.

  A lady from Hyatt Place ***/ ************ reached out this morning asking if we would be extending the stay for a guest from my company. I quickly responded that the worker would need another week if there was availability. I didn't hear back from her so I assumed she saw the request and added the time onto the reservation. It wasn't until 4:50pm, that I got an email stating that our worker had been there 28 days and due to hotel policy, the worker would need to depart from the hotel for at least 24 hours before coming back. It's typical for us to book continuous stays so our workers can go home on weekends and keep their stuff in the room. In this case, the worker had gone home over the weekend and hadn't yet returned to **. I hadn't known about the policy so I called the hotel to see what could be done.The front desk guy that I talked to was great. He listened to the situation that I was in and told me he'd have to check with his manager to see if there was anything he could do. I thanked him and waited for my answer. He got on again and asked if I could hold a little longer, which, of course, was fine.Well, the assistant front office manager got on the phone shortly after, and despite the fact that I did not give them a hard time at ALL about the situation, he was immediately hostile towards me. He went NO ONE PAST 28 DAYS IS ALLOWED TO STAY HERE. THIS IS A LEGAL ISSUE AND YOU ARE NOT ALLOWED TO BE HERE. HAVE I MADE. MYSELF. CLEAR?! You would think, considering it was the first time I had spoken to him, he would have delivered the message like a normal human being, but no. He continued to talk at me like I was stupid for the rest of the call.I hadn't even been upset before he got on the phone, but afterward I was livid.I can't believe Hyatt would appoint someone like that in a management position if he can't deal with the public appropriately. I've genuinely never felt so disrespected by a person in my life and I think his position should be reevaluated.

  

  Business Response

  Date: 05/01/2023

  ***** has been contacted in attempt to gather more information to resolve situation but has not responded.  

• Initial Complaint

  Date:04/24/2023

  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 reserved the Hyatt Place at ******/********** on 11/23/2022 and 11/24/2022. We drove from Orange County, ******************* at night, and arrived in ****** on 11/23 3:30am. We could either check in the hotel early if they allow, or go to our daughter's place in ********, which is 30 minutes away.Hotel Front Desk told ** that we could check in early, with $50 early check in fee. We agreed to pay the $50 early check in, and it showed up on our hotel bill 11/23/22 early check $50.two days later, as we checked out, on 11/25/2022, and received a final bill via email, they reversed the $50 early check in and charged us the whole night of $163 without our consent. If we were told that world be 163 early check in, we would go elsewhere. We would like to request a $103 refund.

  

  Business Response

  Date: 05/02/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 05/05/2023

   
  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:04/20/2023

  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 booked a state with ***********/downtown hyatt. The hotel added erroneous fees to my hotel stay. For a stay that totaled $640.00 originally, the hotel put an additional ****** hold on my funds, preventing me from going to another hotel due to having to wait 3-5 business days for the hold to be released.We had no hot water for two days, the ** didn't work and we were told all three days that th engineer had to go to the 22nd floor to bleed the air path for the **. The hotel bathroom walls for filfthy and the staff was rude. The did not communicate in the reservation prior to check in that the parking would be $40.00 per day.It was a nightmare. The hotel refunded only ****** of my hotel stay and I want the entire ****** refunded due to this not being the experience I booked. They keep forcing hotel points on me instead of giving my money back.

  

  Business Response

  Date: 04/26/2023

  ***** has been contacted by the hotel executive management team and refund provided.

• Initial Complaint

  Date:04/18/2023

  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 had a one-night stay in this hotel for a conference on March 13th, 2023. That night, I noticed fingerprint marks on both mirrors and the ** was not working. I didn't think these things were that big of a deal, until I noticed the rest of the room the next morning.There was dirt and dust on all of the fixtures, the picture frames, the walls, and pretty much all the furniture in the room. I understand that everything is black, so that makes dirt and dust show up even more, but when you see the pictures, it looks like there wasn't even an effort to clean any of this. Additionally, both of the coasters had wet marks from having been used (I did not use them. I only drank one of the water bottles) and one of the coasters looked like it had been bent or ripped. One of the glasses was also dirty inside. Then, while I was getting ready, I dropped something under the sink in the bathroom and when I went to pick it up, there was a used glass sitting under the sink. All of this makes me question whether the toilet, shower and bed sheets that I slept on were actually washed or not, since it seems like the room was not cleaned at all.I took my concerns to the front desk the following morning and was told that they would comp my $40 valet and the $5 Fuji water bottle that I drank; one of the front desk staff offered me a free breakfast, but I was already running late to my conference. I was also offered Hyatt points, but I do not stay in hotels often enough and I don't think I will ever come back here. I was also asked to email them the pictures and my list of concerns. I did so and requested a refund. The only response I received was to tell me that they had forwarded over my email and pictures to all of the department managers and see what they could do. I have made several phone attempts to receive a resolution, with no success.I paid $289.82 for this upscale, luxury hotel. The condition of the room was completely unacceptable and I did not receive a luxury experience.

  

  Business Response

  Date: 04/25/2023

  ***** has been contacted by the hotel executive management team and refund provided.

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I was contacted by Hyatt yesterday and informed that I would be receiving a refund. I saw the refund come through on my bank statements this morning.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Thanks so much for your help. 
  ***************************

• Initial Complaint

  Date:04/14/2023

  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 booked two nights at the Hyatt Regency *******. During our reservation from 3/31/23 to 4/1/23 we had another guests items charged to our room (night of 3/31, hotel refunded the error on 4/1) and an incident with an employee walking into our occupied room (morning of 4/1) as well as housekeeping and an engineer coming by and knocking multiple times while we were resting, even after the front desk said theyd notify them and honor the do not disturb. I Called front desk to explain what happened and they asked me to come downstairs to speak with them. We wanted to check out and cancel our second nights stay and they wanted to make things right. I Spoke with *************************** (who is now terminated) and a young lady whose name starts with a ******************* apologized and offered to only charge us $70.77 for our room stay and refund the $307 we were charged. He asked me to insert my card so he could charge the $70.77 and refund the $307. He charged the $70.77 but never refunded any amount. He said he couldnt refund my stay because *********** travel uses a ghost card and I had to call *********** and work out the refund. I have worked with my credit card company and the hotel for resolution, to no avail. I called Hyatt corporate who called the hotel and the hotel told them the refund already happened- it has not. The front desk cant explain what the $70.77 is for because it wasnt handled properly by ********, but the kind lady who was there is still employed and can attest. I spoke with her today (4/14/23) and she recalled the situation and the offer ******** made. I was transferred to accounting for help but there was no answer and no way to leave a message. May I please have help?

  

  Business Response

  Date: 04/20/2023

  **************** has contacted the guest and resolved the complaint. 

  Customer Answer

  Date: 04/25/2023

   
  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:04/13/2023

  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.

  On the night of April 5th I stayed at the Hyatt *********** on ************ in Columbus ****. Approximately a half an hour after my check in, the power went out. The power remained out all night. This caused there to be no lights in my room. As it got dark, it was pitch black in my room. There were no emergency lights in the room. I had to use the light on my cell phone just to navigate through the room. The heat was out, and as the night went on, it got chilly in the room. My laptop died, with no way to charge it. I could not use my cell phone too much because I needed it for multiple reasons, including as a light and an alarm clock. When I got up in the morning to shower, there was no hot water. I had to clean up in cold water. The next day, I emailed a manager and asked for a refund for my nights stay. I have not gotten any kind of response back from the hotel at all. I got an immediate response back, only an apology, when I complained about a substantial amount of hair in my room on my previous stay at this same location.

  

  Business Response

  Date: 01/03/2024

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 01/04/2024

   
  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:04/13/2023

  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 would be so grateful if you were able to help me with a difficult issue that I haven't been able to get resolved yet. It has prevented my Globalist status from updating correctly this year even though I did in fact requalify.Let me see if I can explain. I spent over $25,000 on my World of Hyatt personal card this year in order to get 10 of the 60 elite nights I needed. But only a little over $24,000 of that spend posted correctly in 2022 because of a technical error, and the result is that I ended 2022 with only 58 nights. The reason that I didn't get those last two nights that would have extended by status (and given me two more TSUs and a Cat. 1-7 free night) is that about $1,000 in spending on the card on December 30, 2022 did not "post" until January 1, 2023. *I am attaching a screenshot showing this information.*You might say, tough luck, I should have spent the money sooner. But ***** is very clear that it's the purchase date that is supposed to count. ("All purchases on or before December 31, 2022 will earn QNC to be credited towards the 2022 status. All purchases from January 1, 2023 and going forward will earn QNC to be issued towards the 2023 status. Even if on one billing cycle, all transactions will be split based on the date in which the spend occurred.")I've repeatedly contacted both Hyatt and Chase about this issue. Hyatt assigned this issue a case number that I can share with you, but the only response I have gotten is a single sentence saying that my nights posted correctly, even though I've explained, with the attached screenshot, that they did not.I'm happy to pass along any other information you need, of course. I hope you'll make this right.

  

  Business Response

  Date: 04/19/2023

  Member has been contacted and resolution accepted. 

  Customer Answer

  Date: 04/21/2023

   
  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,
  
  David