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 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

• 

  Hyatt Hotels Corp.

  2 Van De Graaff Dr Burlington, MA 01803

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:04/14/2025

  Type:Sales and Advertising 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 two nights in October 2025 during the month of March 2025. When I was informed that my grandmother was sick with stomach cancer in April 2025 I reached out to Hyatt to modify my reservation so that I would only have one night. They informed me that because I had paid upfront I was not subject to a refund.

  

  Business Response

  Date: 04/23/2025

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 04/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:04/10/2025

  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 did online reservation with a live agent for block booking on 4/7/25, for a total of 6 rooms from June 13th till June 15th of 2025.Took the expensive rate since I wanted the refundable policy.The representative ****** told me that 100% is refundable upon cancellation, all this was being recorded.But after payment when I received the receipt the receipt says that if I cancel I will loose 1 nights rent plus ****** I called them back, they reviewed the voice recording between myself and ****** and said that it was ******** fault.The lady told me complete 100% will be ************** 4/9/25 I saw the charge of $2580.96 instead of refund.This reservation was for the Hyatt place Chicago/**********/Warrenville,************

  

  Business Response

  Date: 04/13/2025

  Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest. Guest has been advised to contact third party for further inquiry on the refund.

  Customer Answer

  Date: 04/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ***********

• Initial Complaint

  Date:04/09/2025

  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.

  I would like to file a complaint against Hyatt House **********/**********************, about a needle stick injury that I received from a diabetic needle in my hotel room on July 6th, 2024 due to improper cleaning. I have tried to work with their claim handling agency *********************************, however after having my file transferred to several different people, it has proved very challenging. After sending them all of my information and testing results from 6 months of testing their claims ambassador "*****" offered me $100 in compensation after months of stress and testing for HIV and Hepatitis. This is insulting to say the least. They did not even refund my total stay. The service I have received from the hotel staff, to their claims team, has been awful. I would like to see them held accountable for not providing what they promised me as a guest, a clean and safe environment.

  

  Business Response

  Date: 04/18/2025

  Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest and is working with them to address the issues. 

• Initial Complaint

  Date:04/08/2025

  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.

  Time: March 8th-9th, 2025 Place: Hyatt Place *******/**************** Payment: Hyatt 8000 points I've stayed Hyatt Place *******/**************** on March 8th. But due to big noises from other rooms and outside, I couldn't sleep at all. At 2AM, I called the front desk to change my room but front desk person said it is a full house not being able to change the room. So I was told to get full refund of 8000points instead. However, I haven't received 8000 points yet. Please help me get full 8000 points refund. Thank you.

  

  Business Response

  Date: 04/14/2025

  Guest has been contacted and the requested resolution honored. 

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/08/2025

  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.

  There was an error in the booking #**********. The hotel booked two rooms instead of one, and charged my husbands (***** **) card twice for the amount of ****** (in total, ******). So we called the hotel in September and asked to provide a refund, and they provided one refund, after cancelling one room. I got a receipt on this on Sept 17th. My husband and I wanted to keep the other room, so that I (********* ***) could stay at the hotel per the original reservation.Unfortunately, when I (*********) got to the hotel on Sept 26th, I was told that there was no booking under my or my husbands name, and it has all been cancelled - both rooms. **** (manager on duty) told me that the reservation didnt exist even though we pre-paid for the room through our credit card. So at that time, I made a separate booking and stayed there under my own reservation ID# ******** and paid the full price for Sept *****th under my own credit card, and stayed Sept *****th under the free ************* reaching out because weve still been charged ****** for the room, for which we were charged 4 times (total $1,481.76) on 9/4 (twice), 10/6, & 11/5, then refunded each time on 9/19, 9/27, & 10/7 once. But since the whole reservation has been cancelled, we could not use that reservation. Further, we were charged again on 11/5/24 for $****** with no refund. Im requesting that the hotel refund this money, as it shouldnt have been charged if the whole reservation was cancelled for both rooms.Of note, my husband did ask *****, our bank, to dispute the transaction, and subsequently it has been declined and the case is now closed. Weve tried communicating with the hotel multiple times, and Mr. *********** one of the supervisors at the hotel, informed us that they can no longer work with us to issue the refund since we have already gone through the dispute process (we have email proof). However, per ***** the case is closed from their end and the hotel can continue to work with us.

  

  Business Response

  Date: 04/20/2025

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 04/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ***

• Initial Complaint

  Date:04/07/2025

  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 March 1, 2025, I made a reservation at the Hyatt House ************* (Hotel). I received a confirmation message of this reservation from the hotel shortly after. A few hours later, messages within the hotel's mobile app indicated "Room is Ready". I arrived at the hotel and was told that the hotel was oversold for the evening and there was no room available for me. An alternative option at ********** with another hotel operated under another brand (Embassy Suites) was provided, but I did not accept this as I wished to stay at a Hyatt, within downtown ******, and did not want to incur additional expense to travel to this property. I became increasingly concerned as I sat in the lobby attempting to find an alternative room (with no assistance from Hotel staff), and watched as 3 parties of guests proceeded to the front desk and checked in to available rooms. I asked the front desk employee why this was and was provided the response that "these rooms had been booked by families for a cheer competition and it would be more difficult to 'deal' with them if they had to move them" I take this to mean that I was singled out for being a solo traveler and generally agreeable/understanding of the busy situation. I do not feel that it is fair or justified to assign rooms in this manner, which I perceived to be from this property judging how much of a customer service headache each party would be. I am incredibly loyal to Hyatt and possess the highest loyalty status the brand offers - Globalist. This did not seem to be a consideration the night of the incident, however I did hope it may be factored in during my follow up with the hotel management. A small award was provided as a recovery gesture, but it was far below the fees and expenses I incurred when rebooking elsewhere.I seek only a better understanding of how rooms are assigned from this property, and a better explanation of the oversell procedure. My hope is that this does not happen to another customer.

  

  Business Response

  Date: 04/10/2025

  Guest has been contacted, and resolution has been found. 

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/07/2025

  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.

  On April 1st, my Hyatt account was suspended for suspected fraud, and my reservation at the *********** Hyatt was canceled without notice. This reservation was made using ******* ***** points that I transferred on February 9th.The issue stems from a March 11th compromise of my ***** ******** which resulted in unauthorized point transfersnone of which were to Hyatt. ***** has confirmed the fraud and verified that my Hyatt point transfer was legitimate.Ive reached out to Hyatt Consumer Affairs multiple times with no response. Im not seeking compensation or escalation I just want my original reservation reinstated. This has been a very stressful situation for me, especially as a loyal guest who has stayed at Hyatt properties for many years.

  

  Business Response

  Date: 04/17/2025

  Guest has been contacted, and resolution has been found. 

• Initial Complaint

  Date:04/06/2025

  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.

  Regarding Best Rate Guarantee claim number CAS4783849 On March 31st I was searching for rates for the Secrets *************************************. As I searched online, I noticed that a 3rd party was offering a cheaper rate than was offered on Hyatt. I then read, on the Hyatt website, about their Best Rate Guarantee. I read all the fine print about needing to file within 24 hours and the bookings needing to have the same rooms, dates and cancelation policies. I then proceeded to book on the Hyatt website a rate that totaled $2664. I also booked on the 3rd party website the exact same booking for a total of $2281. Both rooms had a free cancellation policy. I filed the claim hours later and received an email saying they couldnt find the rate I was booking on *******. I emailed the representative back explaining how to find the rate and her response was its now been over 24 hours. I will cancel my Hyatt reservation and keep the 3rd party booking because it is much cheaper.Reddit is replete with experiences from disgruntled customers who have had similar experiences. My family has been World of Hyatt members for a long time and this just seemed like a violation of trust. I followed all the rules layed out in the fine print. Seems like a scam that shouldnt happen with a reputable company. Dont offer the guarantee if youre always gonna deny it and save people a lot of time and frustration.I am requesting, as settlement, that Hyatt honors their best rate guarantee. This would be that Hyatt matches the 3rd party rate and gives an additional 20% the booking.

  

  Business Response

  Date: 04/08/2025

  Guest has been contacted, and resolution has been found.

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/04/2025

  Type:Facilities 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 visit the Hyatt Place ******* Norcross Peachtree at ************************************** from 3/27/25-3/30/25 and there was a unauthorize use of my credit card, and they also overcharged my account, when I addressed this with the business, I was told I would receive a refund within 4-5 business days, and I informed them that I needed it sooner due to me being out of town and the Assistant Manager Chantese tells me that I should have brought enough money with me when traveling, which I feel was extremely rude and unprofessional. I had paid prior to my stay $371 on a booking site and was only required to pay the balance when I arrived at the property, however when I checked in my card was charged a total of $1261.51, they charged my card multiple times while I was still in my room on the property when they could have called my room for me to come down to discuss any issues that they may have had.

  

  Business Response

  Date: 04/14/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The guest has received compensation from the hotel that we feel is fair and equitable.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23160970
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  i not will g to accept no loyalty Im not comfortable stay at none of the facilities I was harassed ******* children then over charged me made mockery of the **************** have been calling me trying to bribe me to take the offer sayings its the best Ill get

• Initial Complaint

  Date:04/02/2025

  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.

  Good morning,I am writing to formally complain about my experience at ******************************. I had a five-day reservation that began on March 28th. Due to a language barrier and the resulting misinterpretation of a conversation, I was unjustly evicted from your resort. This was compounded by the complete lack of assistance and the verbal abuse I endured. As a woman traveling alone, I found this treatment alarming and unacceptable.The resort's refusal to provide any support, coupled with management's dismissive response (referring me to public sources for the owner's contact information), placed me in a vulnerable and unsafe position. I was abandoned without housing, transportation, or a clear understanding of the reasons for my eviction. My desperate requests for a short extension to secure travel arrangements were denied.I am proceeding with a formal complaint and will escalate this matter to the highest authority, including seeking legal counsel. This treatment is unacceptable and demands a swift and thorough resolution.

  

  Business Response

  Date: 04/13/2025

  Guest's concerns were escalated to the appropriate management team who has been in contact with the guest to address the situation.