Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,019 total complaints in the last 3 years.
- 434 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/10/2023
Type:Product IssuesStatus: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.
After several attempts to contact and secure a reservation at the so-called acclaimed and famous ****************** Grand Hyatt-******* Resort, we finally succeeded with the help of a staff security officer at hotel Feb 14, 2023. To say the least, we were unimpressed by anything served lukewarm after waiting in excess of one hour at our table. As other tables around us were promptly served, and we were there earlier than all of the other tables, I was very irritated, and it got worse when my dinner finally arrived and it was not what I ordered!Rather than prolonging the wait, I sucked it up and ate whatever was put in front of me. Surprisingly, I was promptly handed a bill for $540,00 which I promptly paid. Ouch! I want a refund for being embarrassed in front of my family and friends after bragging how great this place will be and being way overcharged for a below average dining experience. I used my USAA credit card ending in ****.Business Response
Date: 04/16/2023
Guest has been contacted and resolution found.Initial Complaint
Date:04/10/2023
Type:Product IssuesStatus: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 booked a non-refundable reservation through our Chase Rewards program, knowing that if we had to cancel, at least wed have a credit. Three days later, we had to cancel. My daughter was rejected to the college we were visiting. This was no big deal because we have other college visits and would choose a Hyatt Place to stay. We understand a refund is not possible. We love Hyatt. When we called Chase, we were told Hyatt would not approve the credit. They tried on three separate occasions. Then we called Hyatts **** number. They told us we should be able to get the credit, but it was up to the individual business. They tried asking but said they could not locate a manager; they were in a meeting. I called Hyatt Place 6 times and could never reach a manager. I was also told no one was willing to call me. I tried Chase again who said Hyatt was being difficult, and if they gave them approval, wed have a credit. I tried Hyatt corporate again. I have tried to reach a manager for three days to no avail. Im so disappointed in this company. The dates were from April *****. I have always been impressed with Hyatts loyalty to their customers. Not any more. Were out close to $1000 dollars for a room we will never stay in.Again, there was NO indication that a credit was not possible. It was not in any of the fine print on the website. We have always been able to get a credit. Heck, the airline did it for us without issue. That ticket was also non-refundable.Business Response
Date: 04/16/2023
Guest has been contacted and resolution found.Customer Answer
Date: 04/17/2023
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:04/10/2023
Type:Billing IssuesStatus: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 contacted Hyatt multiple times regarding my free night this year via my chase credit card. They never responded, until 2 days after expiration. I never received a single email regarding my free night expiring or I would have used it immediately. I pay every year for their credit card. Never ever again. Then I contact their customer service email, and the agent is worse than the last. She disabled my account out of spite, costing me thousands of dollars in points and free nights.Business Response
Date: 04/13/2023
Guest has been contacted and resolution found.Initial Complaint
Date:04/06/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were at ***************** from 3/27-4/3. We loved the resort, but were harassed by *** employees the entire week. We weren't allowed to check in until we listened to a long presentation. After a very long day of traveling with 5 kids, that is so inappropriate.Then, multiple times a day the *** employees that wander the property followed us and stopped us (blocking our path in some instances) and demanded we listen to their presentation. They threw SO many lies at us that are not even part of the *** program. We asked to speak to the *** manager about these lies and she became very escalated and insulted us in front of other employees and other guests.We estimate that nearly a full day of our trip was stolen from us because of these high pressured sales people demanding our time, stopping us and stealing our time. We are requesting a refund for the time *** stole from us. This nonsense will prevent us from ever going to a Hyatt property again.Business Response
Date: 04/13/2023
***** made their booking through a vendor and was advised to contact their tour operator so their concerns may be addressed through the appropriate channels.Customer Answer
Date: 04/17/2023
Complaint: 19906381
I am rejecting this response because: They did not help me, tour operator not responding either. This was an issue with Hyatt, not with a tour operator. The tour operator wasn't in ********** mistreating us - Hyatt was.
Sincerely,
*******************Business Response
Date: 04/26/2023
Guest has been provided contact information for tour operator and goodwill compensation accepted.Initial Complaint
Date:04/06/2023
Type:Service or Repair IssuesStatus: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 room for 4 nights at Hyatt Place in *********, ** March 30th through April 3rd. On Saturday April 1st that morning at 8 am i asked to have room cleaned and serviced and before i left for the day at 10 am i reconfirmed. Upon returning at 4:30 PM to drop some stuff off at the room before dinner I noticed the room was still not clean. I spoke to the lady at the front desk. She said she would look into it. I told her we would be back in a couple of hours. We came back my wife and I in the room still was not clean, and she proceeded to be disrespectful and to be argumentative with me stating that housekeeping is every four days at that hotel instead of finding a solution to my problem, she started making excuses and verbally attacking me which I have on video. After that went upstairs to the room, found a housekeeper in the hallway and retrieve some sheets and towels from them and had to clean my own room then the front desk people show up at my room at 10 PM at night asking if my room needed service after I file a complaint via chat on their app During the chat, I was promised I was going to hear from upper management and the hired organization within 48 hours. It has been now over 100 hours and I still have not heard from anybody. I did speak to the management at the hotel, before I checked out, and was unhappy with the resolution. They also have housekeepers that don't even speak English and would really question their status in this country . This is been the worst experience I've ever had a Hyatt Hotel I do have video that I have uploaded on my ******** page regarding the incident.Business Response
Date: 04/13/2023
Guest has been contacted and resolution found.Initial Complaint
Date:04/01/2023
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had booked a room at this establishment for a 3-day stay. Upon arrival at the hotel on 12/02/22, we regrettably discovered the hotel was not up to Hyatt's standard that we were used to. The lobby wreaked of marijuana. We requested a non-smoking room, but to our dismay an even stronger weed smell was present in the hallway and in our room. We decided to bear the cost of the mandatory one night stay and find another hotel. The front desk clerk checked us out, confirmed that we would only be charged for the one night stay, but could not provide us with a receipt because their system was down. I called the next morning to have my receipt emailed, but was told again that their system was still down. At this point I asked to talk to the manager and was told he/she was not available. I left my call back number, but never received a call back. Upon returning home, I discovered that my credit card was charged for the full amount of the 3-day stay. I called the hotel on Tuesday night 12/6/22 to discuss the charges, when the front desk manager said that their system was still down and was not able to help.I was charged $569.52. Out of the total amount $189.84 was the mandatory first night charge. I would like to have remaining $379.68 refunded back to me. I'm not sure if its even legal for them to have charged me as I did not even stay for one night. I stayed at the Hilton *************** that weekend and can provide proof if necessary.Business Response
Date: 04/10/2023
Guest has been contacted and a resolution offered.Initial Complaint
Date:04/01/2023
Type:Product IssuesStatus: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.
Booked a hotel reservation through hyatt.com for 9 am (extra charge) early check-in for a room at Hyatt ******************************************* The reason I booked this room was to have the 9 am check-in for an airline flight. I noticed the next day that I received an email that my reservation had been updated to 3 pm check-in!Called the hotel and they said there was no option to check-in early despite it being offered at checkout when I pre-paid online.Business Response
Date: 04/09/2023
Guest has been contacted and resolution found.Initial Complaint
Date:03/30/2023
Type:Product IssuesStatus: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 have a membership account with the Hyatt Hotels (539162596R). I just found out through an email message received from them that my membership status was degraded from Discoverist to a Member status. I was told last year by a Hyatt Representative that, in order for me to keep my Discoverist status, which was going to expire this year on 2/28/23, all I needed were 3 more nights, which i completed. I called Hyatt to complain and the first lady that responded said she couldn't help & that I needed to call **************. The lady that answered the phone said that I needed 10 nights or ***** something that I couldn't understand. I told her that was not what I was told. She repeated again the same thing as if I were ******** that did not listen. When I asked for an address for me to write a complaint, she said I said a bad word to her, which I didn't and hung up on me. What kind of customer service is this? It doesn't make me stay ever at a Hyatt hotel.Business Response
Date: 04/05/2023
***** was contacted and issue resolvedCustomer Answer
Date: 04/06/2023
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:03/30/2023
Type:Service or Repair IssuesStatus: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.
12/14/22 $167.73 Charge I was charged for a night at this hotel for not staying there the whole night. We were probably in the the room for an about 5 hours. We left in the middle of the night because; The room was uncomfortable Was not very clean The heater was not working properly and when it did, it only ran for a minutes. It had an odor of marijuana. We asked for a comforter but we were given something that was like a shower curtain. My children said they felt itchy and when I tried to get to bed I experienced the same thing. We tried to communicate our concerns to the manager and two other employees but we got hardly any help and I just had to check out a little after midnight. The manger was rude and refused to give a refund back because she said she could have sold that room to someone else. I did contact a few people higher up but they listened to the manager over my reason for leaving with my children.Business Response
Date: 04/06/2023
Guest has been contacted and resolution found.Initial Complaint
Date:03/29/2023
Type:Customer Service IssuesStatus: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.
Dear ***/*****,I have a Hyatt "free night reward cat 1-4" in my account, and I wanted to redeem in the "*************************** in Maui" for the night of Jun 9-Jun 10. I have been checking on Hyatt.com for months, it always says "dates not available". So I decided to try my luck on the call today. To my surprise, the agent told me this hotel just switched to "cat 5" yesterday. So I have no way to redeem for this hotel now. I was really frustrated by this information. I am wondering whether there is any way for me to use the rewards on this hotel?Thanks a lot!Business Response
Date: 04/05/2023
***** has been contacted with proposed resolution and has not responded yet.
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