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.

  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

• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

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:03/13/2023

  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.

  They wont stop calling after being asked to

  

  Business Response

  Date: 03/15/2023

  ***** has been contacted and advised the calls they are receiving are not affiliated with Hyatt Hotels. We have also provided them with information from the ************************ in regard to stopping unwanted calls.

• Initial Complaint

  Date:03/10/2023

  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.

  From Feb 24th to 25th I stayed at the Hyatt Regency in downtown *********, **. I booked this in January, per their Terms and Conditions (attached) it explicitly says we will be charged AT THE **** OF BOOKING. I ended up being charged the entire amount on the 23rd of February. Imagine with me, a hypothetical: someone scrapes together money to get a trip scheduled. The first part of that is making sure enough is on the credit card to ensure they can stay at a hotel. They book it under the visible condition that they'd be charged at the time of booking. They scrape more to afford the rest of the trip thinking the hotel is paid for, then gets surprised when charges arrive after time of booking. This wipes out the other money set aside and renders the trip irrelevant. Regardless of if they stay attentive of their transactions, the consumer does not deserve to be potentially blindsided by charges that are explicitly said to be charged at a specific time and then not. This language must be changed immediately. I spoke to an agent then a supervisor who said she would escalate my above points, this supervisor confirmed that the *** was that we could be charged between booking and stay for spending on the hotel, even though their Terms and Conditions state an entirely different policy. This was almost a month ago and I have exhausted my patience from 1) not hearing back from the hotel as I was promised by a supervisor and 2) they have still not changed how the language is worded. This is harmful to consumers and should be changed, and I believe I am entitled for a refund as it completely made ***** my financial planning for that weekend. This was my first and only reservation as a World of Hyatt member, after resolution of this situation I'll be canceling my account and moving to Hilton.

  

  Business Response

  Date: 03/16/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 03/17/2023

   
  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:03/08/2023

  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.

  Hyatt is engaging in deceptive business practices by refusing to honor their heavily promoted Best Rate Guarantee despite clear evidence that I met all requirements.On 2-2-23, I booked a reservation with ************************************, ************** Junior Suite Ocean View King room, 2 adults, from 6-16-23 to 6-19-23, on Hyatt's website: Conf. 10575KU67248. We received confirmation of per night charges, total stay at, $1,863.90. The reservation was fully refundable until 3 days prior to arrival and we were assured of the best available booking price by Hyatt's Best Rate Guarantee which promised that if we found a lower price within 24 hours of booking, Hyatt would match that lower price and would further provide us with our choice: Additional 20% off or **** Hyatt Bonus Points.Within hours I found a rate of $1,524.48 through Priceline, an authorized vendor, with ALL same details, fully refundable, and publicly and immediately available. I took a screenshot, included it with my Claim (Case # CAS3306983) that same day. Every one of Hyatt's requirements for the Best Rate Guarantee was met. Nevertheless, my claim was denied because my "claim cannot be validated. I offered more evidence as I had actually BOOKED a room with Priceline (at $1,524.48) which met all BRG requirements. I requested reconsideration and offered to provide the reservation confirmation. No response.I made numerous calls/ emails to both Hyatt and AMR. Hyatt refuses to handle the issue claiming it is an AMR issue. *** says talk to Hyatt. My claim has not been accepted despite all evidence to the contrary.After numerous illegitimate excuses, Hyatt decided to meet the Priceline price but refused to honor the BRG.I believe the evidence provided will prove that I have a valid BRG claim and that Hyatt uses deceptive business practices with no intention of honoring their BRG.

  

  Business Response

  Date: 03/17/2023

  ***** has been contacted and compensation accepted.

• Initial Complaint

  Date:03/08/2023

  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 book a room at the Hyatt hotel in *************** north the dates was set for March 3rd until March 6. I called and explain to the hotel that might flight will not land until after 12:30am on March 4th. Once arriving to hotel I was then told that my room was cancelled because of a Delta Airline flight was cancelled. I wasnt notified by call or email. The reception is from the hotel was very rude and stated that I didnt check in by time her report was created so they canceled my trip and that all the hotel in the area was booked. Hotel didnt try to accommodate me in anyway. The only available hotel was 37 mins away. Which cost me over $800.00 to book. Which tap in to spending for interior trip. I had events book which now I couldnt attend. After speaking with Hyatt customer service and filing my Complaints I was advised that the hotel manager would reach out to me VIA email or call and to give them 48 hours to respond. No from the hotel reach out to me from the hotel. **************** sent me a email stating. (Dear Ms *************************,I am sorry to hear about your negative experience at Hyatt Place ***************-North. After further review of the situation, the hotel has not agreed to provide any further compensation for the issue. We stand behind the hotel's decision, and consider the matter closed. I know that you may not agree with this decision, but please know that we do still value and care about you!If you would like to discuss this further, please contact the hotel directly at **************.If there is anything else I can assist you with, please let me know.Best regards,********************* ********** Support) Im sure the Hyatt corporation would not approve of one their hotels leaving customers stranded with any resolution

  

  Business Response

  Date: 03/13/2023

  Guest has been contacted and a resolution has been offered.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19558710
  
  I am rejecting this response because: hotel is saying that they accommodate us and they did not. Please see emails attached. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/21/2023

  Guest has been contacted and resolution has been found. 

  Customer Answer

  Date: 03/23/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/08/2023

  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.

  I have a hotel reservation with the ********************* for Saturday - Monday (March *****, 2023). There is an atmospheric river hitting Lake Tahoe from Thursday to Sunday that is highly likely to shutdown the highway to the resort (Interstate 80 - this has happened several times in the past few weeks due to heavy snow), which means it is highly likely I will not be able to make it to the resort. I am therefore trying to cancel or change the reservation but am told I will have to forfeit the first night, though neither The Resort or hotels.com will take responsibility for the policy after talking to multiple people at the hotel as well as a hotels.com agent via chat. They first pointed the finger at each other but once I let them know I was talking to both, neither would tell me who has the policy. I would ultimately like to be able to cancel or reschedule the reservation due to the fact that I will probably not be able to get to the resort.

  

  Business Response

  Date: 03/15/2023

  Guest has been contacted and a resolution provided and has not yet responded.

• Initial Complaint

  Date:03/08/2023

  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 February 11th 2023, I arrived at Hyatt Centric in ******* ********* on a 1 night stay. I was attempting to use a Hyatt gift card for the stay, but the receptionist didn't know how to do this. I ended up giving her a credit card for the $50 hold until payment the next morning. When I checked my card, my transactions showed an amount of $274.31 taken by Hyatt and placed on Hold. This should not have happened. The next morning, the room was paid for with the gift card, as I awaited for the hold to be lifted. Time went by, nothing happened. So from there, I placed calls and got nothing but a run around, and no money returned to me, along with disrespectful staff on the phone as well. This has turned into a very avoidable inconvenience for me being that it's been a month and that money could've been used in other places, but instead it's being held up by Hyatt with no solution near.

  

  Business Response

  Date: 03/12/2023

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 03/14/2023

   
  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:03/04/2023

  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.

  Hyatt membership status downgraded without explanation.I am writing to express my concern over the recent downgrade of my Hyatt membership status from Globalist to Explorist. I obtained my Globalist status in 2022 and the status was set to last until February ****, as indicated in the screenshot taken in Jan 03, 2022 I have attached to this email.I recently used my Hyatt account to match my MGM+ reward status, and I am not aware of any other changes that would have led to the sudden downgrade of my Hyatt status. I have talked to the customer representative twice and they did not help me on this.My full name is ************ ******************* and my Hyatt membership number is 536283770H. I have attached the relevant screenshot to this email, and I hope the Hyatt hotel can review my account and restore my Globalist status as soon as possible, and potentially some hotel points for compensation.

  

  Business Response

  Date: 03/08/2023

  Guest has been contacted regarding tier status information.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19538116
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******************

  ----

  The hotel simply just rejected me for the request without a valid reason. The ** clearly says that my status will go through until Feb, ****. I thought I could have stayed Globalist until Feb, **** and that's why I did not put effort in *************** Hyatt hotel. The hotel just replied me that I did not stay enough night in 2022 and that's why I did not earn Globalist.

  

  Business Response

  Date: 03/18/2023

  Guest has been contacted and resolution has been accepted. 

  Customer Answer

  Date: 03/20/2023

   
  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,
  
  Chun *******************

• Initial Complaint

  Date:03/04/2023

  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 19 year old daughters flight was diverted to *********** due to inclement weather in *******. She tried obtaining a hotel room but was denied by the desk clerk due to her age. She called me so I could reserve the room. The desk clerk refused to speak to me on the phone. I then called the reservation hotline, after 45 minutes they told me the rooms were sold out. Im the meantime my daughter watched 5 people come in and book a room without a reservation. This is morally and ethically wrong.

  

  Business Response

  Date: 03/11/2023

  Guest has been contacted and a resolution has been offered.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19538048
  
  I am rejecting this response because:

  They have not apologized or admitted any wrongdoing. "We do make exceptions to our age policy in the case of displaced travelers". Really? Then why did it not happen in this case? What measures are being done to make sure this doesn't happen in the future? The instead treated as if I was a consumer looking for a freebie. They should of identified an employee did in fact make a mistake.

   

  I had my daughter leave the cheaper hotel the airlines had provided a voucher for to secure what I thought would be a safer environment for a young single woman. Never again Hyatt.

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

• Initial Complaint

  Date:03/03/2023

  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 signed up for a globalist status challenge in Nov 2022 with 90 days to complete the 20 night challenge. When I reached out to the customer service in Jan 2023 asking for the deadline of the promotion, they told me that I need to have 9 nights prior to 2/28/23. I was skeptical and asked again on 2/1/23. The customer service confirmed that the last night to qualify this promotion is 2/27/23. After I completed the 20th night on 2/11/22, the customer service informed me that the night did not count as the challenge was ended on 2/10/23. I was shocked. After I asked Hyatt to fix the issue, they waited till 3/1 after my globalist status expired and told me they would do nothing because I missed the deadline.The reason for the complain is that I could have easily changed my booking for one night earlier if I knew the deadline is 2/10/23, but, instead, the customer service line gave me wrongful information twice. Actually they did have it wrong the third time when I reached out post the 20th night - "wait a few days until the night gets counted". There is no remedy offered and very poor experience in all the communications. I emailed all the screenshots of the wrongful information that was given by the ** on 3/1/23. No reply or anything ever since.

  

  Business Response

  Date: 03/03/2023

  Guest has been contacted and advised of resolution

  Customer Answer

  Date: 03/06/2023

   
  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:03/03/2023

  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.

  So, every year I book a room for the 4th of July weekend, Last year I booked the room for arch view. Every year I have to call cooperate office because there is a problem regarding reservation booked in advance. I know other nationalities that book in advance and they do not have this problem. The only reason I book these room is for my grand daughter for safety reason in case something happens on the ground. I would like my three arch view rooms that have been booked. When I call Hyatt and ask for cooperate they say someone will call me back, but I never receive the call back, if they were considerate about my compliant they would see that I book rooms every year and they should check to see what is going on. I put in call to cooperate because I book my rooms before I check out every year and this year when I called they informed me that they do not have any room available, after I already booked my rooms for the next year. This is not the first time this has happened. This happens every years. I would like for them to make my rooms available that I have already booked .

  

  Business Response

  Date: 03/10/2023

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

  Customer Answer

  Date: 03/11/2023

   
  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,
  
  *******************