We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Hyatt Hotels Corp.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Hyatt Hotels Corp. has 632 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,015 total complaints in the last 3 years.
    • 438 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 am A Hyatt Member and called Reservations. They informed me I could not use my points but would get a better Rate of $119 per night for 2 nights. Got a Confirmation #********. After the first night the Hotel said no that Reservations messed up and that it was just one night. Please give us your Credit Card again. Did not explain it was a different rate until they emailed me my Bill hours after checkout. I called and they said that is a busy night so we had to charge you more. I called Reservations and the Lady confirmed my information was correct. Put her Manager on the Phone and said Sorry we can not do anything about it. Prices vary on how busy they are. Nothing they could do. It was $179 for that night that was Confirmed at $119 by there own Company.

      Business Response

      Date: 11/20/2022

      Member has been contacted and information provided. 

    • Initial Complaint

      Date:11/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      At the end on October 2022 I made a reservation through the Hyatt Application for a hotel in *****, and I booked to the *********, from 11-2-22 to 11-9-22 , apparently ************* was a Hyatt hotel but is not, they fail to disclose that, as a Globalist member I have some benefit when I stay on the Hyatt chain but not in this one; when I arrived to ***** did the check in at Excalibur, they told me as Hyatt Globalist are not valid for that Hotel, they're only a partner ?? what that means , not bottle of water, breakfast, not coffee maker and fridge at the room.And the beginning the Excalibur gave me the worst room at the hotel and I called the Hyatt to complaining about all this issues and they said nothing they can do about it.Hyatt is not honest when they offer customers to booking on partners hotel, this is a scam.

      Business Response

      Date: 11/16/2022

      Guest has been contacted and resolution found. 

      Customer Answer

      Date: 11/18/2022

       
      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:11/12/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Nov 5,2022 I was charged 257$ to my **************** card. I booked a reservation at this hotel when I arrived I was told they didnt have any rooms and my reservation was overbooked and they sent me away. My card was still charged. *** called the hotel twice in regards to getting the charge to fall off they have not called back. I have spoke to **************** who is waiting on the hotel to send them the invoice so they can manually update it. This hotel should be put out of business for overbooking guest and still charging them anyway completely unprofessional and unacceptable. I just want the money back on my credit card so I can use it . I never even stayed at the hotel so I dont get why they still charged me and what if I couldnt even get another hotel because of their negligence that night I mean its completely messed up.

      Business Response

      Date: 11/15/2022

      The guest has been contacted and advised us that the complaint is resolved. 

    • Initial Complaint

      Date:11/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 canceled my reservations(16814618 and ********) without any compensation. I made the reservation on 10/21/22 for *************************, and they were confirmed by the Hyatt hotels group. Then I have made a lot of plans visiting *********** including air ticket, rental cars. However on 11/8/22, I received an email notification from Hyatt saying they would cancel my reservation with NO compensation because it was a price error. I have to **** up the loss of my air ticket and rental cars and a lot of efforts I have made preparing the trip, only to be told they are just 'sorry'. If Hyatt hotels believed there was an error, they should have notice the customers as early as possible, not after 18 days.

      Business Response

      Date: 11/17/2022

      ***** has been contacted with proposed resolution and has not responded yet. 

    • Initial Complaint

      Date:11/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 attempted to buy Hyatt Rewards points in September as part of their promotion under my account ****************************** to where I should have been able to buy $1,000 of rewards points for 30% off. Due to technical errors on the site I never received my points. I am asking for Hyatt to redo the transaction with the 30% and to give me some points on my account as a way to say sorry.

      Business Response

      Date: 11/17/2022

      The guest didn't notify us at the time he had the issue so we could not validate and rectify the issue, so therefore we decline any compensation since we were not given any option to resolve.

      Customer Answer

      Date: 11/17/2022

       
      Complaint: 18377626

      I am rejecting this response because: I did attempt to contact the business so their response is unfortunate. Still hoping they can rectify it now

      Sincerely,

      ***********************

      Business Response

      Date: 11/26/2022

      The guest had advised us that he did call, but that he had disconnected before he reached an agent to discuss the issue.  We have multiple options to be contacted, phone, chat, email and social media.  None of these options were used, besides the one attempt and disconnect.  We have investigated and there were no other issues reported for point purchasing on 9/30/2022.  Since we did not have the opportunity to validate and rectify the issue, we decline any compensation since we were not given the option to resolve.

    • Initial Complaint

      Date:11/08/2022

      Type:Order Issues
      Status:
      Answered
      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 am staying at the Hyatt regency northwest and have been staying here since the end of May 2022. Nearly the whole month of September the hotel shut the water off during the day from 9am-5pm and still allowed guest to stay. Ive had to change rooms several times due to leaks one of which was leaking on my face while I was sleeping. The hotel has been without water for two days now and guests were not notified the water would be off. How is a hotel allowing guest to stay In a hotel with no running water? How is house keeping properly cleaning rooms to code with no running water? How is laundry washing linens with no running water & lastly how is the restaurant operating with no running water when health code states that if water is to be off for more than 2 hours the business must shut down?

      Business Response

      Date: 11/17/2022

      ***** has been contacted with proposed resolution and has not responded yet

    • Initial Complaint

      Date:10/30/2022

      Type:Billing Issues
      Status:
      Answered
      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 recently booked two hotel rooms for my wedding at the Hyatt Centric ***********, ********. My now wife and I checked into our hotels after 3 pm on 10/28/2022. The confirmation number for one room (room number ****) was #******** for 10/28/2022 - 10/29/2022, and the confirmation number for the other room (room number ****) is #******** for 10/28/2022 - 10/30/2022. Attached to this complaint are the bills for both rooms. For the room with confirmation number #********, I am supposed to be billed $409.25 according to their receipt, and for the room with confirmation number #********, I am supposed to be billed $1,148.88 according to their receipt.My AMEX credit card was charged three times for two rooms, which are the incorrect amounts. For the room with confirmation #********, I was charged $509.72. For the room with confirmation #********, I was charged $1,348.88, and I have an additional charge on my AMEX credit card for $574.44, which is unexplained. The hotel did not provide an email, receipt, confirmation code, or any details for this charge.In addition, for room **** (confirmation #********), the heat did not work, and there were no attempts to provide a reasonable accommodation for the lost heat. I did call the front desk and complained about the lack of heat.I would like the Hyatt Centric ***********, ******** to reverse the charge of $574.44, adjust my charge for the room with confirmation #******** to $409.25 (as reflected in my receipt), and adjust my charge for the room with confirmation #******** to $1,148.88 (as reflected in my receipt). Additionally if possible, I would like a partial refund for the room with confirmation #******** because there was no heat in the room or reasonable accommodation made when I called to complain about the heat.

      Business Response

      Date: 11/03/2022

      Guest has been contacted and resolution found.

    • Initial Complaint

      Date:10/26/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 am writing this today due to several attempts to try to reach someone at the corporate level of the Hyatt Hotel. We had an absolutely TERRIBLE and DISGUSTING experience at the Hyatt Regency in *******,** Reservation number ******* Room 337. We were guests on September 24th 2022. I will start at the beginning and I will also include photos of some of the issues. First off, I was diagnosed with Bells Palsy on 09/15/2022, just a week before our stay, but also just a week before our wedding. We got married on 09/24/2022. Due to the Bells Palsy we decided to postpone our real honeymoon and stay in ******* for the night and go see one of my wife's favorite bands the Goo Goo Dolls. We booked the hotel on hotels.com and paid a crazy outrageous price of $342.39 for the night and it was suppose to include breakfast.I figured being our wedding night it was ok to spend the extra money on the hotel. We checked in after driving up to buffalo after our wedding. We got into our room and it was as if it really wasnt even cleaned at all.The bed cover and sheets had stains ALL over them. There were alcohol bottles in the room. The glasses in the bathroom were clearly dirty,the bathroom counter was cracked(nothing could have been done about that,I guess) but then there was MOLD in the shower. Also the chair in the room was so sticky you couldnt even sit in it.It was disgusting. We saw two maids cleaning rooms on our way out for dinner and told them about it. And asked for it to be cleaned up and sheets changed. Clearly when we got back they never did. My new wife and I ended up sleeping on the floor of the hotel room on our wedding night.The next morning we woke up and decided to go down for breakfast. Well after waiting ***** mins to even have the waitress come over(who was African American, THAT DOES NOT MATTER) she came over and I said something and the waitress said and I quote I dont have time for you drunk a** cracker. Once again I was diagnosed with Bells Palsy

      Business Response

      Date: 11/03/2022

      Hotel has resolved.

      Customer Answer

      Date: 11/07/2022

       
      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:10/26/2022

      Type:Billing Issues
      Status:
      Answered
      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 attempted to book a room for 11/13 check out date for 11/14.****** being advertised as book now,pay at the hotel. Clearly,it was false advertising because the facility ran my card when I booked the room and the card was deemed invalid.To add insult to injury two representative tried to convince me they only run to card to determine if the funds available which determine if the card is valid.If I'm charged an ****** fee I expect to be refunded.

      Business Response

      Date: 11/03/2022

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

      Customer Answer

      Date: 11/07/2022

       
      Complaint: 18314504

      I am rejecting this response because:

      Sincerely,

      *******************************

      Business Response

      Date: 11/16/2022

      Guest has been contacted and additional assistance offered, if needed.

    • Initial Complaint

      Date:10/25/2022

      Type:Product Issues
      Status:
      Resolved
      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 in at the hotel on October 13th 2022. They pre authorized my card for the amount of 1884.15$ at 7:53 pm. A day later I wake up with the hotel attempting to charge me multiple times. 628.05$ At 3:27 am and another 1884.15$ at 10:10 am on the 14th of October. I reached out to the hotel they apologize and said they will have it sorted out with the accounting department. Less than 24 hours later they attempt to charge me again 1256.10$ at 2:38 am. I spoke to the director of the front desk she said she will get it resolved **** and sends me a confirmation later that day that it has been resolved. I check out on Sunday October the 17th 2022 at 12:00 pm they print out the receipt and say my pre authorized amount will cover it. 24 hours later they attempt to charge me again 1849.73$ At 2:08 pm and another 1849.73$ at 3:12 pm. I disregarded it thinking that it might be a possible system error. Tuesday 18th of October 2022 everything was fine only to come to a shock that they charged my card using my pre authorization 1849.73$ At 10:30 pm. Accumulating a total charge of 3733.88$. I called the corporate and filed a complaint, I didnt not receive any response from them not until today Monday October ************************************************************************************************************

      Business Response

      Date: 11/02/2022

      Hotel has resolved.

      Customer Answer

      Date: 11/02/2022

       
      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,

      ***********************

    Hyatt Hotels Corp. is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.