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.

close

Find a Location

Hyatt Hotels Corp. has 632 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Hotels Corp.

  1 Avenue de Lafayette Boston, MA 02111

• 

  Hyatt Regency Rochester

  125 E Main St Rochester, NY 14604

• 

  Hyatt Place Shelton

  830 Bridgeport Ave Shelton, CT 06484

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:03/23/2023

  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 am both disturbed and concerned that a notable company such as the Hyatt, would exercise such low tactics as to take advantage of their consumers and literally take money. Theft, for lack of a better word. On February 25th, I met up with a ******************** in *************. He reserved a room at Hyatt Place ************* Ocean Front, ********************. He had previously paid for the room through Expedia. When we arrived, we were asked for a card for incidentals. I provided my card and was advised that $15.00 would be assessed. On 2/27, Hyatt Place withdrew $281.25 from my account. This was more than the prepaid cost of the room. When follow up was done with the general manager, ******, she stated that someone was smoking in the non-smoking room. Im not sure how that was decided, but NOONE smoked anything in that room. I am curious as to who made the accusation and what was used as a basis to make the erroneous determination. There were no butts (cigar, cigarette or otherwise), paraphernalia, etc. because no one smoked in that room. Whereas someone who smokes stayed in the room, which may have created an odor, there is no way to make or prove such a ridiculous claim, as it did not happen. Yet, my money was stolen! I feel like I need to issue a warning to consumers, indicating Smokers be Aware: If you stay at a Hyatt, and smell of smoke, they will take your money! Mr. ***** also spoke with ******** at Corporate, where case number #******* was filed. To date, no follow has been completed regarding this claim. I believe that my money should be returned because it was taken for an invalid and unverifiable reason. I am very disappointed in Hyatt and this experience. Hyatt has always been considered a premier home away from home for me and my family, but this unethical action has been a betrayal, and I cannot in good faith or conscience continue to do business with this hotel chain.

  

  Business Response

  Date: 03/30/2023

  Guest has been contacted and resolution found 

• Initial Complaint

  Date:03/22/2023

  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.

  My family and I purchased a 1-night stay at this hotel. We checked out on 8/27/22. The hotel charged me $298.95.The business committed to provide us lodging accommodations and accurate billing.I received a pdf invoice that showed an erroneous or fraudulent valet parking charge of $37.00. We did not have a car on this trip and did not park any car at this hotel. On 8/29/22 I emailed the hotel alerting them of the error and requesting a refund for the erroneous charge. The hotel ignored my email. I followed up requesting the refund on 3/17/23 and was responded to and told that the refund cannot be provided when the stay is 6 months or more in the past.The business has not tried to resolve the problem.Account/order/tracking numbers:Room No. **** Arrival 08-26-22 Departure 08-27-22 Confirmation No. ********** Folio No. ******* Ref:MSG0085798256 Ref:MSG0085797515 Ref:MSG0085793010

  

  Business Response

  Date: 03/23/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 03/29/2023

   
  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:03/21/2023

  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 booked a reservation for Dec ***** of 2023 and it was confirmed. I then went back to upgrade to a better room and instead it booked a second reservation. Both times it charged my credit card almost $700 deposit. I cannot cancel one of them without being charged a fee! I have called and emailed for 2 months and got a response this week stating they wont waive the fee. THIS IS RIDICULOUS and was an error on THEIR website! I have now accrued interest on my credit card charges for almost 3 months. I have attached a credit card statement showing I was charged TWICE in one day. Also emails showing I have been asking since early January for assistance with this. We only want ONE room to remain on our reservation. The preferred DOUBLE swim out. The reservation codes given to us are 14098RF45881 and 14098EC45875 Refund the deposit for the second room and cancel that reservation. KEEP THE RESERVATION FOR THE PREFERRED DOUBLE SWIM OUT FOR 12/16-12/23

  

  Business Response

  Date: 03/28/2023

  Guest has been contacted and a resolution provided.

  Customer Answer

  Date: 03/30/2023

   
  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.
  I have been refunded and am not sure why it wasnt that simple from the start. I hope somebody loses their job for this. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/21/2023

  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.

  To Whom This May ********** Saturday, March 18th, 2023, myself, my husband, my daughter and my brother in-law checked into the Hyatt Regency Princeton approximately 3:00 PM, where he had previously booked and payed for one night in the hotel's *********, for my 39th Birthday Celebration. Around 5:15 PM we excited the hotel and made our way to the ***************** Restaurant located in the downtown *********, ** area. After finishing up our dinner with family and friends, we made our way back to the hotel around 8:00, 9:00 PM. My daughter stayed behind with my Mother for the night, and we invited 5 guests to our suite to sing happy birthday, have some wine and desserts. All went well and our guests exited the hotel around midnight, which left myself, my husband and my brother in-law in the room for the rest of the night, 3 people total remaining in the room. Around 4:00 AM, a guard knocked on our door to say that our "conversation" was too loud. Our music was low and the conversation between the 3 of us was not at a high level of disturbance. The guard then came a 2nd time to say we had to keep our conversation to a minimum. At this point we were very confused, our guests had been gone for hours and the level of our 3 voices were not high or of an outside nature. Around 5/6:00 AM, the guard came and said that because we could not "stop talking" we had to exit the premises. We noticed other large groups of people, families, outside our door, lounging, talking, drinking throughout the night, yet we were singled out over talking. Our suite took up a long stretch of the hallway, so we are not sure who we disturbed or why we were reported over a made up reason as small as talking too loudly. We were not unruly, we were very considerate & respectful our entire stay at this hotel. I've seen hundreds of complaints and negative reviews for this business, and because we thought it would be a nice experience, we took our chances. Time & a significant amount of money wasted.

  

  Business Response

  Date: 03/29/2023

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

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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 checked in to my room, thing where fine. I went to sleep and woke up. In the sink there were bugs and ants. The lady at the front desk was so nice, she moved me to another room. In the mist of me moving to another room, this room was nothing like the first room. On top of children running down the hall, playing knock knock on random doors, including mine and the family next to me. I was not happy at all about this matter. I love this hotel, and stay there alot.

  

  Business Response

  Date: 03/26/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 03/28/2023

   
  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:03/20/2023

  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.

  My wife and I held our wedding at the Grand Hyatt ********************** on 06/18/2022. We had took a week vacation there to do a tasting in October of 2021 to make our final decision on choosing this hotel. During that initial visit there were problems with the hotels water and placing us in a basic room when I paid for a suite, it was corrected after complaint. We decided to go along with this hotel for our wedding after meeting the coordinator and having the tasting. A short few weeks later we stopped getting correspondence from our coordinator, my wife attempted to call the resort looking for her and was told we have a new person of contact, who would become the woman that ruined our wedding. When our guests and us arrived at the hotel everything we agreed to was different. We were being charged for things that were supposed to be a part of our package and things were left out that we agreed upon when making the decision to hold our wedding there. My wife didnt get to take any pictures with her parents or bridesmaids because of the new coordinators incompetence, making everyone go to the reception while arguing with the photographers. There are numerous things that we were cheated out of and tried to resolve this with the hotel. We agreed to ******* world of Hyatt points after being bullied and intimidated. The customer service manager who was handling this (*************************) strung me along as if the points would be uploaded that day. He stopped responding to my calls and emails. Only ****** points were uploaded and I have not been able to get in contact with anyone. It has almost been 7 months since the agreement and it has not been fulfilled by Hyatt. After going through my paperwork I also found that they charged us over $2,000 extra for children that shouldve been free according to our initial agreement.

  

  Business Response

  Date: 03/29/2023

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

• Initial Complaint

  Date:03/19/2023

  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.

  Part of the reason I decided to stay at this hotel was that they advertised a free airport shuttle, however, the staff did not adequately explain the process to me despite my placing 3 calls over the course of an hour after landing recently. Finally, the last time I called after having already waited close to an hour, the hotel representative informed me for the first time that the Hyatt Place shuttle didn't say Hyatt Place on it was it was a "3rd party shuttle" that said Lion Shuttle on it. At that point I just decided to get a cab to get to the hotel already as I had waited long enough by that point and had no degree of confidence that the hotel would ever send the shuttle for me. One staff member I spoke with at the hotel actually declined to identify herself and when I complained about the shuttle situation when I finally checked in, the front desk receptionist was completely indifferent and not the least bit concerned. The least the hotel should do is refund the $25 that it cost me to get a cab to the hotel from the airport due to the hotel's inability to deliver on their promise to provide me with a free shuttle.

  

  Business Response

  Date: 03/26/2023

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

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19621761
  
  I am rejecting this response because:

  It is untrue.  I spoke with the ************* of Hyatt Place on 3/23/23, who promised to issue a refund of $25 to the credit card I used to pay for my stay at the hotel to reimburse me for the cost of the taxi ride.  

  He also promised to enroll me in a Hyatt loyalty program of some type and to provide me with ***** bonus points if I understood correctly, but to date, I have not received either of these as promised.

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

  

  Business Response

  Date: 04/08/2023

  We confirmed the hotel has resolved.

  Customer Answer

  Date: 04/10/2023

   
  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:03/17/2023

  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.

  I've been a Hyatt Member since December 2006. Over these 17 years, I've accumulated a number of points, which were stolen by Hyatt for inactivity during the ******19 Pandemic. Once I called into Hyatt, ***** stated she escalated the case and they were putting the points back on the account. Once the escalation member, Summer from ********, joined the call she stated she could only put 30k points back on the account. Why 30k? I had ****** points stolen and at a minimum thats what I want back on the account. Case number is CAS3377558.

  

  Business Response

  Date: 03/23/2023

  ***** has been contacted and provided resolution but has not responded yet.

• Initial Complaint

  Date:03/16/2023

  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 have worked in the Hyatt ************ in ************** ******** on ************************* for a year (11/24/21)an two months right after the company change to HMP . I recently was wrongly terminated on a situation that happen on their property . 3/6/2023. I immediately called Unemployment to file an the Lady on the phone inform me that my Wages from my w2 form have never been processed. This is unacceptable.

  

  Business Response

  Date: 03/24/2023

  Hotel management reached out to resolve.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19604201
  
  I am rejecting this response because:I have contacted this company and called Unemployment to see if the issue have been fix . An it hasnt . Is still showing up that my Unemployment FED ID doesnt have no wages at all from my W2 forms . This is a red flagged mainly because its letting me finically I wasnt paid the right amount .  I need this issue to be handled immediately.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/07/2023

  **************** has escalated to appropriate team who has been in contact to resolve issue. 

• Initial Complaint

  Date:03/14/2023

  Type:Customer Service 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.

  My Catalytic converter was stolen from underneath my car while I stayed at the Hyatt House in King a Prussia. There was one security camera on the whole property that faced the door only it was a very unsafe parking lot and safe environment for my car to stay overnight, and I was not aware of it the most that the hotel did was give an apology, I was stranded there, and I had to stay an extra night and pay for an extra night. They refunded my credit card for the extra night that I was stranded instead of being courteous and hospitable, and offering me a free night because I was stranded and they thought that that was good enough. Well Im sorry it is not good enough , the part that was stolen from my car was worth $3000! I have to pay 500 of that, I had to pay for a rental car and I had to pay for a tow truck and the only thing the hotel could offer me was there apology not extra points not extra free nights for me having to put at least $1000 out for tow truck, rental car and a deductible just for one night stay in ***************. Two weeks before that I stayed at the Hyatt house in Plymouth meeting where ****** the front desk clerk was verbally aggressive to me, and his body language was rather intimidating. I asked why the fire pit was not working and then asked him. Is this an amenity that I currently cannot use? He went further to tell me that the pool is also an amenity that I cant use. Am I going to go jump in there? I have never been so insulted and disrespected in my life I am a survivor of domestic violence, and the remainder of my stay. I felt very intimidated they gave me ******************************************************************************* and let me know what the repercussions would be for the gentleman for his actions, but they did not do so I called corporate. I did not get a call back.

  

  Business Response

  Date: 03/23/2023

  Guest has been contacted with an offer of resolution.

  Customer Answer

  Date: 03/28/2023

   
  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,
  
  *******************