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 Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

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:12/20/2022

  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.

  We held a Christmas Event at this hotel to celebrate our couples. We reached out to the manager and share with him the complaints we were getting and that the food was not properly cooked. His resolve was to give us a courtesy credit, we just want to be refunded for the three items that were not right. We have already had to make concessions to our guests to attempt to fix their problem. Here is what we sent via email.However, unfortunately, we have already been inundated with complaints regarding the food from tonight's event. This is our sixth year hosting this type of event and for the very first time, we are getting complaints from our guests that they were not pleased with what was presented. The chicken was dry/hard and had almost no seasoning. The eggrolls were greasy. The slider's bread was hard, the meat was literally a regular burger cut in half. I mean not even cut in fours so it would at least look like something actually prepared and not processed, but full-size burgers cut in two pieces and laid on a tray. Most of which was beyond well done. It was embarrassing. Then in conjunction to that, early in the evening, things started falling from the ceiling. People were literally dodging metal pieces that fell from the vents and light caps. This was severely damaging to our brand and made us look really bad. This event was supposed to be a catalyst to help us sure up potential couples to become a part of our recently launched travel initiative. But it wasn't possible because so many people were focused on the poorly presented, and inadequate food selections. For the folks who know us, and know our hearts, a whole lot of ***** was given, and they pressed through with us, thankfully, but our new attendees were flabbergasted and offended. We literally had a whole section leave disgruntled. And before they could get back to their rooms good, a few of them had already started firing off emails expressing their discontent. This is beyond bad.

  

  Business Response

  Date: 12/29/2022

  Guest was offered and accepted compensation. 

  Customer Answer

  Date: 01/02/2023

   
  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,
  
  Mj And **** *****

• Initial Complaint

  Date:12/20/2022

  Type:Delivery 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.

  Date of transaction 12/1, received a receipt for a stay of $307.14, but was also charged $410.20 on my credit card statement. Contacted hotel and they stated I had two rooms, but I only checked in for one room. I have left multiple messages for management and submitted multiple contact requests and no one has reached out to assist. I need the $410.20 refunded.

  

  Business Response

  Date: 12/21/2022

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 12/22/2022

   
  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:12/19/2022

  Type:Order 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.

  12/17/22 Hyatt advertises their Best Rate Guarantee: "Book with confidence on hyatt.com If you find a better rate, well match itand give you the choice of an additional 20% off or ***** World of Hyatt Bonus Points."I booked reservations (attached) through Hyatt and ***** Airlines that are identical except for the price. It should qualify per their Terms and Conditions https://www.hyatt.com/info/best-rate-guarantee . I submitted the online form.12/18/22 Hyatt sent 2 emails (attached, with my replies) denying the claim based on ***** being OTA, then a "direct carrier". Neither of those exclusions are in their ****** Hyatt should decrease the balance owed by at least the difference $11 plus 20% of the lower price $1355.40, total $1366.40.Frankly I think they should pay even more for wasting my time and trying to cheat. I suspect they are doing this to other customers too. If it becomes a class action suit I will push for punitive damages.

  

  Business Response

  Date: 12/22/2022

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 12/27/2022

   
  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.

  Thank you!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/15/2022

  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 were very disappointed in our stay the night of June 17th. The front desk staff were very accommodating of us wanting to check in early but our satisfaction ended there.Our room looks like it is from the ****s. We are taking a road trip and have stayed at several Hyatts along the way. This is by far the most disappointing. Also, the pool looks like it hasnt been cleaned in weeks as shown by the filter being filled. The floor of the pool was untouchable due to debris everywhere. My husband wanted to check out the condition of the pool at 8:15 and we were told it closed at 8. I have never heard of a pool closing this early. There is no lifeguard on duty so this really doesnt make sense. We also never got our waters that were promised. We called the front desk around 8:30 for pillows for our kids for the pull out sofa and were told they may not have any. So our kids would have no pillows? Eventually they found some but this is not very good customer service. We were promised **** points which we did not think was fair. Instead we need more points for the equivalent of 1 night stay at a nice Hyatt hotel

  

  Business Response

  Date: 12/21/2022

  Guest was provided compensation by the hotel but has not responded

• Initial Complaint

  Date:12/14/2022

  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 stayed at this hotel on 12/13/2022 and checked out today 12/14/2022 (reservation code *************). Upon checking my account later, this establishment charged me an extra $250. You can assume my suprise after calling the hotel to be told that the $250 is because I smoked in the room. Well, I do not smoke and neither have I ever smoked in my life. That can be substantiated by my doctors and parents. I do need my full refund because I know for a fact that I did not smoke, nor do I smoke at all. With all the travelling I've done for work, this is the first time an established has determined that I smoked in a room. *********************.

  

  Business Response

  Date: 12/15/2022

  Guest has been contacted and issue resolved. 

  Customer Answer

  Date: 12/19/2022

   
  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:12/14/2022

  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: Greedy, *********, **************** Context:Taking my mother for surgery in ***. Booked a Hyatt hotel near the hospital since she has to be in the OR in the early hours the next morning. We got moved to a different hospital, more uptown.Refusal to update reservation from a hyatt location > hyatt location Complaint: Greed There's another hyatt closer to the new hospital. I hit up the online chat support. Hyatt refused to update our reservation. They could only cancel it which would then would forfeit the "non refundable" $200 reservation and then we would have to make ANOTHER $200+ reservation at the uptown ****** It's a hyatt to hyatt transfer! Routing customers to dead ends Complaint: ******* I complained about ^ the inability to transfer since we're still paying hyatt and not changing the date. The chat employee transferred me to a supervisor. The supervisor said only the hotel could "cancel" our reservation without penalty. I attempted to call the hotel. You can't get in touch with the hotel about the reservation, the pathway routes you back to the general reservation line. A dead end.Inability to export chat records Complaint: Shady &Outdated I told the chat supervisor ****** that this was not a viable solution and I was going to write a complaint. I told her to email me a summary of the chat correspondence (which was quite long at this point) she said there was no way to export the chat. I said you serious? You want me to sit here and scroll back through and take 10+ screenshots of this tiny chat window? That's ridiculous. She said yup, have a nice day, closed the chat which then DELETED our entire chat history! How outdated is that? Also how shady and outdated that they can delete the records of communication they provide to their customers I'll never book Hyatt again. This is old school boomer bs. I haven't seen so many practices to take advantage of customers in a while. It's incredibly outdated. There are better hotel providers to use.

  

  Business Response

  Date: 12/22/2022

  We have made multiple attempts to contact the guest to discuss her complaint, the guest has not responded. 

• Initial Complaint

  Date:12/12/2022

  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.

  Hyatt Promise Price Match + 20% discount EXTRA states on their website (https://help.hyatt.com/en/faqs/best-rate-guarantee.html) that prices found elsewhere would be matched if claims are submitted within 24 hours of booking hotel. I found a cheaper price on Booking.com for most of their rooms. On December 8th, I booked a Petite Queen but was told the next day the room needed to MATCH what Booking.com had (CAS3222722). Therefore, I rebooked my room on December 9th to the ********** and submitted a 2nd claim (all within 24 hours) along with Booking.com image and URL of cheaper total price ($1745 or $581/ night). Today, I called Hyatt to follow up on the claim and they (Raven **** told me from the *************** (December 12th at 6:05 pm) Hyatt will NOT fulfill their promise because NO OTHER HYATT rooms are available for the ********** suite. That is not even part of the requirement! The room is booked and available still to me but at a higher rate - Hyatt should be fulfilling their promise to price match +20% Extra Discount as outlined on their website. This is a scam otherwise.

  

  Business Response

  Date: 12/13/2022

  Guest has been contacted and compensation provided. 

  Customer Answer

  Date: 12/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will suffice at the moment although they did acknowledge that their customer service representatives were incorrect to with their guidance.  I expressed my concerns with their customer service teams and other guests who might experience this service upsetting.  

  I do appreciate the Customer Relationship department's willingness to work with me and do hope they take next steps in further investigating this matter, as promised. 

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

• Initial Complaint

  Date:12/09/2022

  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.

  During our stay of 5 days we were charged various additional amounts beyond the initial incidental fee and prior authorization totalling approximately $3500. The charges occurred in multiple sequences and with such frequency that they were flagged as fraudulent by our bank. Upon awareness of these charges (during our stay) we worked with multiple staff members, managers, and our bank for many hours in an attempt to reverse the pending charges. Our bank and the fraud department hired by our bank immediately recommended we report this activity to the BBB. No one was able to adequately explain these erroneous charges. We were charged again at checkout 28NOV2022 ($786.08) and again the day after 29NOV2022 ($711.07 processed on 28NOV2022 and deducted 29DEC2002, and the amount we were initially quoted for our stay). Reservation # **********. As of today, 07DEC2022, the Hyatt insists the $786.06 charge is pending, however it was absolutely deducted from our account (processed 24NOV2022 and deducted 28NOV2022). We are continuing to wait for the return of these funds.

  

  Business Response

  Date: 12/14/2022

  Hotel management contacted guest and resolved.

• Initial Complaint

  Date:12/09/2022

  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.

  We could not be more disappointed in the way our matter was handled. Our family is devastated! My daughter and sister stayed at the Hyatt House Chelsea (***) in *** on November 22 & 23. Two personal items were left behind but only ONE was accounted for. The other, my daughter's extremely personal and sentimental bear, "was not found." I don't know how that could be when we KNOW the item was there!! Perhaps it was tangled in the linens and sent to laundry, but the property will not share the laundry facility name or contact information with us so we may continue searching for the item ourselves. They just keep saying that "they have spoken to them and nothing was found". I spoke to several employees/managers/operations managers at the *** property and even attempted to reach out to corporate only to be told all of the same things-"The item wasn't found." Fact of the matter is, THE **** WAS 100% LEFT IN THE ***********). WE KNOW THIS! So where did it go? Someone knows where that bear went and/or what happened to it. Not one employee has ensured us they will continue to search for it; they simply discount and dismiss our concern as not important thus diminishing the impact of our loss. Things do not just vanish and it is beyond my comprehension that *** staff would not go 100% above and beyond to assist a guest with an item that was left behind; especially such an extremely sentimental and personal item. **************** is supposed to be their business and I must say that folks at *** are lacking in that. I have been treated w/ frustration, annoyance, disrespect and **** responses every time a follow-up call is made as to whether or not the item has been located or had miraculously surfaced. We are VERY DISAPPOINTED! **************** received about this was subpar at best. A little girls lifelong sentimental bear has been lost and *** seemingly could care less. Whether a diamond ring or a teddybdear-theyre effirt to locate should be the same! Will never stay @ ***!

  

  Business Response

  Date: 12/15/2022

  **************** has extensively searched for the left behind item, and will contact guest if it appears.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18482378
  
  I am rejecting this response because: its not that Im rejecting their response. But I simply dont accept it as the answer. The item was 110% left at that property and someone somewhere either internally or associated with the property knows where that bear went. But I would like is for people to continue to search, inquire, check, lint traps, garbage, cans, whatever. That bear was there it is a very lifelong sentimental items that cannot simply be replaced. I appreciate their efforts, but I strongly believe that further efforts need to be continued. Items dont just disappear. Someone knows or has heard and can give a definitive answer of what happened to that item and where it is. Also, I was contacted by someone with Hyatt, I believe the name was ** who offered a $30 gift card, which obviously will never remedy the situation, but that, too, was never received. Seems like all of a Hyatt needs some retraining where customer service and communication is involved. 
  
  Sincerely,
  
  ** *****************

  

  Business Response

  Date: 12/22/2022

  We have apologized that the left behind ***** bear has not been found and the hotel management will continue to look for it and if found the guest will be contacted.  The gift card that was offered and accepted has been delivered within the time frame that was advised to the guest.  

• Initial Complaint

  Date:12/08/2022

  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 was there at the Hyatt House ********, ** from Nov 25 to Nov 29, 2022. Had horrible service and clerk shaming me and refusing to give me toothpaste / pillows (arguing with me - I got a part tape recoding as proof as I was shocked as the unprofessionalism), pillow had blood stain, dirty washroom, and bad service, water not even cold, and the restaurant bad service. Complained to front desk - they did nothing. Emailed to follow up - NOTHING. how bad is this place and it's service? I wanted action and it bugs me they did not get back to me. Even the email to customer service has been ignored. Why? Should be a refund to be honest or do something to fix it and reply. Please address and call me. Feels like they are profiling me and type of latent bias/ discrimination or poor service as noted to them.

  

  Business Response

  Date: 12/14/2022

  Hotel management has provided a full refund. We have attempted to offer compensation for the customer service experience the guest has faced and the guest has declined our offers after the hotel declined to offer more compensation. We have fully investigated this complaint and feel the compensation offered is fair and equitable.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18545193
  
  I am rejecting this response because:
  

  1) a primary concern of my complaint was that they did not communicate or talk with me when offering a full refund; I wanted to discuss the unfairness issues in the complaint and the arrogant and bad service but they were not interested.  My efforts to talk to them repeatedly were rebuffed and refused - that's telling about their horrible business practices.

  2) when I raised issues that they were mistreating me due to my disability, the corporate office customer service agent hung up the phone saying she didnt want to discuss that. She also dismissed my other concerns - hot water from the cold tap, blood stain in the pillow, front desk arguing / yelling at me for asking for extra towels/ toothpaste.  She tried to dismiss and cover up my concerns - are they trying to hide something? 

   

  3) Her offer of compensation was **** Hyatt points or $50 gift card or 50% off a one night stay.  huh?  For the repeatedly insulting and bad service this is a $50 gift card? It's insulting - of course this was "rejected"; I told this lady that I stay for 3 days usually on a. weekend. - if they are seriously about service recovery do a 3 day weekend as a comp to make up for the repeatedly horrible service.  If they are willing to do that I can accept it, but a minor gift card that is a slap in the face is insulting.  I ask again for them to reconsider. 

   

  4) this complaint raises concerns about profiling and discrimination in my view which has not been addressed in this process.  There is discrimination here that is contrary to the *** rules.  If they are serious about resolving concerns - make sure they dont discriminate.  

   

  I am open to more resolution on this - or please lodge this as a unsuccessful resolution as they dont care. 

  
  Sincerely,
  
  ******* (***) *******

  

  Business Response

  Date: 12/23/2022

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest was fairly compensated by the hotel who provided a full refund but did decline the guest's request of additional compensation.  In an effort to resolve, our office offered compensation, but the guest continues to decline. The additional compensation requested exceeds the amount of the initial reservation that was refunded.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18545193
  
  I am rejecting this response because:

  In my discussion with the corporate office, I had asked them to provide training for unconscious bias and discrimination and change their procedures in how minorities / people of color are treated (mistreated) by this particular franchise location.  When I had raised this to be a civil rights concern since they are not addressing this as a form of discrimination, the agent at Hyatt hung up the phone on me and was extremely rude.   She later called me back after I wrote to indicate how unprofessional she was - her offer was then changed from "half day compensation for $50 at any hotel" to later saying "one day compensation" and the manner in which she stated to this to me was rude and unprofessional; she made me feel like my request was somehow wrong by asking them to educate and improve the policies and practices with the franchise to ensure people like me are not mistreated and/or discriminated against. In essence, she did not care.  The response below that she has provided in fact is dishonest and not accurately reflect our discussion.  My point to her was if they are serious about resolving a concern, a "one day coupon" is not adequate in compensation - why not make a customer consider a weekend offer on them to make it more than satisfactory.  She basically laughed at me and this indicates that this company in how ***** they are being in their response (clear below) does not care about customer service.  In fact, I told her that I am disabled and need more time to consider as the discussion was so insulting and I will get back to her soon - but instead of giving me time as I had requested, she provides the below to BBB; again reflective of a disingenuous response.  I do not accept this offer as am still considering and there is no indication the unfairness and discrimination has been properly addressed.  When she says she "supports" the franchise, in essence what she is saying is that she supports racism, ableism, civil rights violations, and unfairness.  A large company that condones an era where people are treated as 2nd class citizens due to their profile.  Do you see how clever they are and not even acknowledge the key part of my concerns?  This business deserves an F grade for failing to address the issues properly. 

  
  Sincerely,
  
  ******* (***) *******