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.

  9805 Q St Guess Service Omaha, NE 68127-3273

• 

  Hyatt Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

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:12/08/2022

  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.

  I checked into the Hyatt ****************** late on December 5th. On the December 6th my wife noticed there were two charges on our credit card for $1080.88, totaling $2161.76. The afternoon of December 6th I discussed this with the front desk staff, who were both understanding and professional. They stated that they could only see one charge on their computer for $1080.88, and that I would have to wait until the next morning to speak with accounting. They also stated that the bank would have to remove the extra charge on their end. After a phone call with the bank, the bank stated that Hyatt would have to remove the charge on their end, and verified two separate charges from Hyatt on December 5th: authorization codes 06756D and 06378D. These charges put the credit card over my limit since it was far too much, and the charge was put on the card prior to the stay finishing. I had to move funds from one account to another to be able to pay for meals, and that money was not able to be moved until the next business day. On December 7th a manager assisted me and with the help of accounting personnel manually removed the erroneous charge. However, after checking out of the hotel the morning of December 8th and receiving my final bill of $780.00, there are still two pending charges of $1080.88 ($2161.76) on my credit card. The charges have not been fixed, and the erroneous charges are causing me financial hardship during my travels.

  

  Business Response

  Date: 12/17/2022

  Hotel reversed the additional authorization. Guest did not respond to additional offered solution by our office. 

• Initial Complaint

  Date:12/01/2022

  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.

  On December 1, 2022 I was informed via email by *********** Resort and Spa (NOW), as subsidiary of World of Hyatt, that my December 29, 2022 booking was cancelled. In the email, no reason for cancellation was provided and I did not contact the resort or any Hyatt agents to cancel the reservation. When NOW was contacted, I was informed that the booking was cancelled for non-payment. However, on September 2, 2022 a deposit of $403.75 was paid on a ************** Card, with the remainder to be taken out by NOW, as per their policy. NOW claims they made multiple calls and sent electronic reminders of payment needed, though my phone logs and email caches prove otherwise. A manager was requested for more insight into the matter, and my request was vehemently denied! I called back, hoping another operator would be more helpful and received the same response. Additionally, I was told by the operator that the accounting department would not authorize a refund of my deposit. Again, when I asked to be transferred to someone in that department for further explanation my request was adamantly denied. NOW was contacted a third time, and when my name was given and my problem presented, they hung up without offering any assistance at all. Per their own policy, even if they did try to contact me for payment, they were already authorized to take the payment from my credit card on file without needing additional consent. Without a doubt I am suffering mental distress and financial anxiety as a result of this marketplace transaction. This financial conflict is distressing at any time of the year, but especially during the holiday season. As someone with multiple diagnosed mental health issues, additional stress is especially difficult to cope with and entirely unnecessary and preventable by NOW in this situation.**For reference: booking confirmation #*****VO46730 at ****************** form 12/29/22 1/2/22**

  

  Business Response

  Date: 12/08/2022

  Guest has been contacted and resolution found

  Customer Answer

  Date: 12/08/2022

   
  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:12/01/2022

  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.

  We reserved a room at the Hyatt Palace ************** *************** The website said free cancellations. We ordered the room. After we received the receipt, Nov 12, it said we had free cancellation until 11:59pm, Nov 11. In short, we had no free cancellation, as you can't cancel without a reservation number, which we did not receive until after the cancellation period ended. This is simple robbery. When spoke to them and expressed my discontent, they hung up on me. I want this complaint filed on their official record at BBB. There is no need to resolve as Hyatt has no intention to resolve. I just want to warn others.

  

  Business Response

  Date: 12/07/2022

  Hotel contacted guest and advised guest to reach out to the Third Party. 

  Customer Answer

  Date: 12/08/2022

   
  Better Business Bureau:
  
  After discussing the issue with Hyatt it became clear that a shady third party was behind the issue. Hyatt has been forthright and helpful in redressing an issue even though they did not cause it. I have no complaints against the Hyatt corporation.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/30/2022

  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.

  I arrived at the Hyatt Place at about 10:20am and attempted to check in because I was just returning from a cruise. The lady that check me in first stated that the rooms may not be ready; however, she soon came back and stated that if I wanted a room early it would cost me $25. I have stayed at this exact property on numerous occasions and have checked in at very late hours and have never gotten a rebate on my because I was late checking in. I find this policy to be highly unethical in that individuals going and coming would arrive at differing times and one would think that in the name of good customer service, a patron would not be nickled and dimed like this.The lady that checked me in was also combative.

  

  Business Response

  Date: 12/05/2022

  Member has been responded to and information provided

• Initial Complaint

  Date:11/29/2022

  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 Place Waikiki Beach - Confirmation - *********************** - 01-Mar-2023 - ******** HI there,I booked a room today on hyatt's website. You guys offered a black Friday deal saying that I'll only be responsoble for paying for one night upfront as a deposit. As I was making a reservation and then completed the reservation, I was asked for my credit card number but was never shown the exact amount of the deposit. Once I finalized the reservation I found that I was not charged. I contacted customer support and even spoke with supervisor ***** but no one could tell me the amount of the deposit or the date of the charge saying that it will happen before my check in. My check in is on March 1. It's unacceptable that I have no idea how much I'm going to be charged. I initially assumed it will be $212 for the night but ***** said there will also be taxes and fees but he also didn't know neither the exact amount nor the date of the charge. This is not right. Imagine you're going to a restaurant and don't know how much you're going to be charged. Even worse, you don't know when you're gonna be charged so it can happen randomly. I have mortgage, I have bills, and I have other responsibilities. Last thing I want is for the money for the hotel (which I estimated) to be just sitting in the account waiting for the blissful day you guys decide to charge me, when I can use this money to pay my bills that are due now.Please contact your accounting department and send me answers to the following questions:1) what's the exact amount of the deposit?2) what is the exact date? If you don't know, can you manually charge me?Thanks ******

  

  Business Response

  Date: 11/30/2022

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 12/01/2022

   
  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:11/23/2022

  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.

  To whoever this may concern I have stayed at Hyatt ******************* For the week of oct 28- nov 4th I am requesting a refund for the amount of $530.21 I had 3 stays during the week of Oct 28- nov 4 1st stay Oct 28-Oct 31 2nd stay Oct ********************************** I have attached the invoices for each stay from the hotel The second stay from Oct 31st thru Nov2nd shouldnt been invoiced . Im other words I shouldnt have been charged for this stay because I had already made a reservation through **************** travel for those dates Oct 31st - Nov2nd ( I have attached the itinerary confirmation from Amex travel) I dont know why they didnt took this reservation and charged me for a new one when I had already paid for . The second this in disputing is a charge of $200 for pet fees from my third stay Nov 2nd- Nov 4th Please be advised I was charged $75 for each stay ( 3 times $75) when on my itinerary says that I should have been charged only once per week and not the theee times I was charged . On top of that I was charged $200 pet fee as if $225 wasnt enough . I paid a total of $425 fees for my pet I am requesting a refund of $530.21 for the $200 pet fee & $330.21 mistaken reservation charge for the stay of Oct 31st - Nov 2nd I have attempted to resolve this issue directly with the hotel but havent been assisted. Every time I call I was told the manager was not at the hotel and she was the i you one that could help with billing issues . I called 3 times , none of the 3 times was she present at the hotel to assist me . The lobby rep said she left a note for the manager to called me back But never received any call. Im hoping this gets above and someone can actually help me with this charges and get refunded

  

  Business Response

  Date: 11/29/2022

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:11/20/2022

  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.

  On Oct 25, 2022, I booked a room online for your ******, ********** property for Oct 25, 2022. Within 2-3 minutes of receiving my confirmation via email, I noticed the month had changed to Nov. 23, 2022. I called your customer service line and was told " it's non refundable- no changes allowed-your mistake"I am 70 years old, on a fixed income! Hyatt can not allow a mistake made within minutes? I have been a loyal Hyatt customer for 43 years!

  

  Business Response

  Date: 11/27/2022

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:11/19/2022

  Type:Order 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.

  Company lied to me and never informed me that adding a free night would increase my rate for the other two nights and I never gave permission for the reservation change

  

  Business Response

  Date: 11/22/2022

  Guest has been contacted and a resolution offered.

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18441526
  
  I am rejecting this response because:when I switched to using free night award my credit card was already charged one night room and tax and I would like that refunded back to my **** card 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/19/2022

  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.

  I tried to claim my eligible credit from Hyatt but Hyatt didn't add it. I sent the request to claim my 3 credit nights on Oct 15, 2022 since I had booked 3 nights in ************ during Oct 2 ~5, 2022 throught Hyatt online portal(confirmation number: ********. It supposes to add into my account but nothing happened. I sent the request to Hyatt customer service for these 3 nights and **************** agreed to add. Today i tried to ask for this creidt but Hyatt said they cannot add. Please help to discuss with Hyatt. Hyatt should honor their policy to add 3 nights credit in my account.Thank you.

  

  Business Response

  Date: 11/23/2022

  Guest has been contacted and issue is resolved

  Customer Answer

  Date: 11/29/2022

   
  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,
  
  Wei Min Ni

• Initial Complaint

  Date:11/17/2022

  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.

  Good afternoon,I'm writing regarding a poor experience I had during my business stay at the Hyatt Place ********** Downtown On October *****, 2022. I booked 2 rooms for 2 nights (conf #********** and #**********). I needed parking for one vehicle and was told it was $7/day. I don't remember seeing that fee advertised when I booked, but fine. We arrived before our room was ready, so we left and came back later that evening for checkin. When we checked in, I asked for parking for one vehicle and she told me I would use my key to access the parking garage. I proceeded through the gate and parked beneath the hotel. Unfortunately, she didn't advise me that there was a 2nd gate to go through to get to the hotel parking. She also didn't mention not to park in a numbered spot, which are apparently for the apartments. When I came out the next morning to get my vehicle, it was not where I had parked it. When I inquired at the front desk, they told me I had probably been towed and rudely asked, "didn't you see the signs?" No, I did not see any illuminated signs in the dark parking garage when I parked the night before. Nor was I advised that there were multiple facilities using the same ********* was simply told to use my key to access the garage below the hotel. My vehicle was in fact towed and I was told I could come pick it up for $340 in cash. I was shocked, but had no other recourse since they had my car. I was able to get my car back after hitting the **** but I missed my first business meeting of the day due to the ordeal of getting my car back. I'd like to request reimbursement for the $340 (receipt attached) I was charged for being towed from the garage under the hotel. I would have preferred if a staff member would have given clearer parking instructions upon checkin, and at the very least showed some concern rather than extreme rudeness when we learned the car had been towed. I contacted Hyatt customer service on 10/31/22 and have not heard back on the issue.

  

  Business Response

  Date: 11/27/2022

  This is being reviewed by executive management. 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18419515
  
  I am rejecting this response because no resolution has been made. The representative claimed that the staff advised vehicles would be towed if parked in the wrong area of the garage. This is false, it was never explained that there were multiple areas to park under the hotel and they certainly didn't caution me about towing. This was negligence on the part of the hotel staff and now they're revising the actual events to cover themselves. I find it disgraceful that they would lie about what happened.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/07/2022

  ***** was contacted after management review advising of resolution. Guest has not responded.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18419515
  
  I am rejecting this response because:

  I spoke with ***** in ********** on 11/28. She advised that a $100 credit would be issued to my account within 5-7 days. I have not received any credit.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/13/2022

  ***** has been contacted and confirmed they received refund; offered additional assistance and guest declined at this time.

  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 is satisfactory to me.
  
  Sincerely,
  
  *********************