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:03/02/2023

  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.

  Why does Hyatt have an ************************ if theyre not giving anyone options? We have jumped through so many hoops and were given the contact information for the ************************ by *****************************. We filled out the form and shared our reasoning for wanting to be considered for an exit solution. We received an email thirty minutes later that we registered our interest, and now were at a standstill. ************ said there had been no movement on the list since 2018, but we wanted to get on the list regardless. Then someone named ******************, from a timeshare Resale Team, started contacting us asking for $3,000 to find a broker for us. She called us again to inquire about services, and it took a lot of prying to find out Hyatt sent her and she was our only hope of getting out. That's ridiculous. Our loan is paid in full. Why am I paying Hyatt to do their job? I retired from working 22 years for ***************** Government investigating fraud, and the irony that Im trapped in a timeshare that made false promises to get me to sign doesnt escape me. I spent much of my career with specialized clearance, and I cant let go of that mindset when Hyatt can solve this effortlessly. I said that in my exit link and will continue to say it until we get our cancellation.

  

  Business Response

  Date: 03/09/2023

  Guest's concerns have been escalated to the appropriate management team who been in touch with the guest. Guest has been advised the third party reseller is not affiliated with Hyatt.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19529595
  
  I am rejecting this response because: I have been in contact with ************ and ****************** and neither were willing to give any information about how many people were coming off the list daily. ****************** explained three of the five years ************ referenced were due to COVID, but that doesn't explain why people have been waiting since 2018. The main point of my complaint was that I'd be paying maintenance fees while they decided to get the list moving again. That is unacceptable, and I hope my further correspondence with ****************** will bring a quicker resolution than 5 years of waiting. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/22/2023

  We have escalated this to the appropriate management team who has reached out to the guest. They have explained the exit process of their contract and offered to assist.

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19529595
  
  I am rejecting this response because: They did reach out and offered little to no reassurance that I would be given a cancellation in a timely manner. Did they confirm it wouldn't be five years? Yes. Did they blame COVID for the backup in the list? Also yes. COVID didn't bring everything to a halt until late 2019, so why are people still waiting for exits since January 2018? They're holding me hostage while they rack up maintenance fees and sit on their hands until someone forces them to do their job. Unless they can give me a hard date that I'm out, I'm going to continue to file complaints.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/01/2023

  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.

  My fiance, ***************************, checked into the hotel Thursday 2/23-Sunday 2/26. While we were there, we waited 30 minutes to an hour to receive our car from valet as they only had one person there. We missed two dinner reservations and a brunch reservation and were charged by the restaurants due to missing our reservations. I have attempted to email and call the hotel to no avail. I am requesting a refund on valet services be issued back to the card used at check in which is a mastercard ending in **** under my name Armani Leak. Our room had blood on the sheets, sofa had stains with an odor and was ripped/visibly damaged, as well as their being mold in the shower. I am requesting an adjustment now on the room as well to be issued either via check or back to the card.

  

  Business Response

  Date: 03/09/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19518521
  
  I am rejecting this response because:the email I received from ************** Stated I would be getting a refund for my stay. I havent. This is an email in writing. A refund for my entire stay I would like it issued immediately. 
  
  Sincerely,
  
  Armani Leak

  

  Business Response

  Date: 03/19/2023

  We have fully investigated this complaint with hotel management. Guest was issued a refund for their valet parking and incidentals while on-site, this was correctly advised to the guest. Our office offered an additional amount that we feel is fair and equitable to find a resolution.

• Initial Complaint

  Date:03/01/2023

  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.

  My Hyatt account number is **********. I have had Globalist Status with Hyatt for the last 6 years. I was falling a little short last year when Hyatt offered a promotion for American Airlines Executive Platinum members to maintain Globalist Status by staying 20 nights by February 28, 2023. I asked for Hyatt to send me an email confirming that I understood the promotion correctly. I stayed over the 20 required nights, but my online account showed that I have Gobalist Status until February 28, 2023. I called and asked about this and was told not to worry, that when March 1st rolls around it will show that I have my status until February 29th,, 2023. I logged on this morning and see that my status was down graded to Explorist Status. This is very aggravating that I stayed at Hyatt Hotels many nights just for the sake of completing this promotion. It is also aggravating that Hyatt never fixes a problem until a report with the BBB is filed. Last year I was mischarged for a room and after several promises that it would be fixed spanning over months it was not corrected until a complaint was filed, so I know from experience that this is the only way my issue will be fixed so I am getting on top of it early. I have attached the email that I requested to confirm that my status will be maintained for 2023. Please fix immediately. Thank you!

  

  Business Response

  Date: 03/02/2023

  Guest has been contacted and resolution found

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  While I am disgusted that Hyatt makes me fight for every benefit, 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:02/27/2023

  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 wrote to the ************************* of Hyatt asking for ways to exit my ownership, and they directed me to the ************************* Youd think that would be the quickest way to get out of the membership, and I could close the chapter on this forever. I got a response almost immediately, telling me the *************** is essentially for show and they have no options for me. When I wrote back and asked what the point of all this was, they doubled down and told me that if I wanted to sell it myself, that would be my only option. I went through all that to find out what I could have assumed. This was another way for Hyatt to yank my chain and send me on a wild *********** while the fees accumulated and increased. I understand if this is a new department, but they should have waited to roll it out when they knew more about how exits would operate. After learning I spent thousands on something I could never book, I didn't trust Hyatt as a company, and any trust or respect I have for them is gone.

  

  Business Response

  Date: 03/05/2023

  Contact information provided is incorrect and unable to contact to resolve.

• Initial Complaint

  Date:02/27/2023

  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.

  We dont understand why Hyatt is taking such an apathetic and passive-aggressive approach to us wanting to exit our timeshare. Of course, they want the money, but will there ever be enough money to satisfy them? Our maintenance fees are up to $1800.00 a year. They have to see the irony of us paying for vacations we cant afford to take with all the other costs associated with traveling to the resort in the first place. Weve been in consistent communication with ********************, who has blocked our attempts to get some kind of settlement. When we ask to speak to someone else, he shuts it down. We see here there are complaints stating they got offers to return their timeshare and points instead of foreclosing on the property. Does Hyatt pick and choose their favorites? This is unfair, and believing anyone could be so heartless is unfathomable.

  

  Business Response

  Date: 03/05/2023

  Guest's concerns have been escalated to the appropriate management team who has reached out to the guest.

• Initial Complaint

  Date:02/25/2023

  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.

  Stayed at Hyatt **** gardens and there was mold in room. Hyatt customer care hangs up on me. Manager of hotel is not getting back to me. This company is a scam. BEWARE THEY DO NOT **** YOU CUSTOMER SERVICE

  

  Business Response

  Date: 02/28/2023

  Guest has been contacted and accepted offered resolution. 

  Customer Answer

  Date: 03/01/2023

   
  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:02/22/2023

  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.

  We stayed at the Hyatt ************* Saturday 01/28/2023; we check in around 3:00AM. that morning. We checked 01/30/2023. During our stay I accidentally left out a pair of Valentino Designer Glasses; these were prescription eyegleass; this was Sunday morning; 01/29/2023 on the top of the dresser; it was my intention to take the glasses with me. We were gone all day and did not return until after 10:00PM. I called down to the Lobby to explain that our room had not been throughly cleaned. I started packing up my belongings since we were checking out and that's when i realized my glasses were missing. I continue to look; the next morning also. I checked the rental care vehicle and during check out i explained that my glasses were missing. I incorrectly told them that the glasses were Vercase however there were *********. The young lady at the front desk went up to the room, # *** and she attempted to look for the glasses and also was unable to find the glasses. She then told me after checking the hotels lost and found that i would need to report the glasses lost at Ilostmystuff.com. i never did this instead I called the hotel again and a complaint was filed about my prescription seeing glasses that were taken. To date I received a email from the hotel asking for a picture of the glasses and other specific information which i completed. I received a reply that the info was received and was forwarded to another complaint department; there has been no follow- up. I am seeking compensation for my glasses. The frames were valued at ****** and the prescription lenses were ******

  

  Business Response

  Date: 02/27/2023

  Hotel executive management has been in contact with guest and escalated guest concerns to the appropriate outlet for further assistance.
  

• Initial Complaint

  Date:02/22/2023

  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 tried to transfer my Hyatt points on two sepeate occasions to my wifes account. First on 12/21/22 and most recently on 2/8/23. The first time the form was rejected by the rep citing illegibility. The second time the form was typed and still rejected for a wrong phone number even though Ive maintained the same phone number for the past 15 years. This is beyond ridiculous. I want my points transferred asap without these frivolous rejections. My account number is **********

  

  Business Response

  Date: 02/22/2023

  Guest has been contacted with a solution found, but guest has not responded yet.

• Initial Complaint

  Date:02/21/2023

  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.

  I went to ********************* four times. The last time is at 2/12/2023.At the first visit, they gave me the food with sharp dangerous plastic. And I try to let them know it is dangerous for people and may hurt the body. They actively provide me the points which is not request by me. But I never receive it until I complain it. And I try to believe them this is just a misunderstand and give them a second chance to visit there again. It turns out they really have problem. On my last stay, the resort staff will break into my room without the permission two times. And it is not emergency issue not anything on my request. My room got break into for two times during single stay. After first time break in, I complain to the resort that this is safety, security and privacy issue. The staff promise that this is the misunderstand and guarantee that the same condition will not happen again. But It happen at next day. I am glad I am not at shower or take a bath. And I also glad I did not miss anything and my family and I are safe.The resort again just want to use small amount of points to blind me. I don't think it is acceptable since they don't care of customer's right and as I mentioned safety security and privacy. And I believe those are very important for customer to enjoy the resort or Hotel. The so call five star hotel charge large amount of money or points from customer should not provide this kind service.

  

  Business Response

  Date: 03/02/2023

  We conducted an internal investigation with the help of the General Manager. Guest's concerns have been documented appropriately and hotel management is providing reskilling to staff on housekeeping and cooking safety protocols.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19443242
  
  I am rejecting this response because:
  
  Sincerely,
  
  Po-***************

• Initial Complaint

  Date:02/19/2023

  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.

  hello,My Hyatt account number is **********, I am a globalist member of Hyatt, it is the toppest tier of Hyatt's membership. So I thought I had contributed to Hyatt a lot which could be deemed as a loyal guest.But recently, I have came across a unpleasant thing which is from Hyatt, Hyatt send variable promotion offers to a lot of members in this year, and many of my friends received them and successfully registered, one is "earn up to 2 free nights", and I tried to register with the link my friend share to me, it would show error.And others my friends also receives the offers,"Earn ***** bonus points every qualifying nights (up to 20k points)","Earn ***** bonus points every 2 qualifying nights (up to 20k points)" etc, none of this I could register.Then I contact Hyatt, and be informed those are the target offers to targeted members, I said I have kept the globalist member for several years, but I never received any targeted offers, some of my friends only kept hyatt membership for several months and received. So hyatt only want to attract the new guests? The stable old members could be ignored?I think it is quite unfair to me, I hope Hyatt could register a promotion offer to me, "earn up to 2 free nights" is ok!

  

  Business Response

  Date: 02/28/2023

  Member has been contacted and the appropriate terms and conditions for our loyalty program was provided.