Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:10/19/2022
Type: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.
In June, I booked and paid for a trip through a partner vendor and was supposed to receive over 170K points and miles and hotel night credits for each night of the trip. As of October, I've only received the onboard ship credit...no other advertised benefits have been credited to my accts. They keep "escalating" the incident but after 3 months of escalation, nothing has been resolved. They have my booking number, case number, and awards account number on file.
Business Response
Date: 10/28/2022
The guest has been contacted and issue is resolved.Initial Complaint
Date:10/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband ********************* and I *********************** we made a reservation to stay at the Hyatt Place. The reservation was made through AAA Travel on August 28 to stay two days 9-3-22 and 9-4-22 (Labor day weekend) and we pre-paid the hotel. When get got there were advised they had overbooked and had a room but had a leak. The manger sent us to a Holiday Inn almost 2 miles away from the RIverwalk . Her name was ********************************* sent us away with a letter stating they would pay for the stay but the Holiday Inn did not want to honor the letter they are not affiliated and attempted to charge the full price for the room but my husband had no more money on the card as we had already prepaid for the hotel. We paid for the Holiday in hotel We called AAA to advise and to cancel the reservation with Hyatt Place since they could not provide the service. My husband called *********** to dispute the charge we received temporary credit but today 10-14-22 the full charge is in the Credit Card. We called AAA at ************** and were advised that the General Manager at Hyatt Place denied our refund. We need to get our refund for ****** The booking reference number was ********** the Hotel Confirmation was *************// Hyatt place did not provide any service. We had already contacted Hyatt Consumer affairs about the complaint and provided the Letter and the booking receipt. The last contact 10/06/22 from *************************** with Hyatt Consumer Affairs and was not advised that the refund had been denied by the General Manager for that particular location. We demand the refund for the ****** tha Hyatt charged on the Credit card on 08/28/22 and provided no service and bad experience. Hyatt has a good reputation and this could be an isolated situation due to the Labor Holiday have booking period for the ********************** area attraction.Business Response
Date: 10/22/2022
Guest has been contacted and resolution found.Initial Complaint
Date:10/17/2022
Type: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.
Im a loyal hyatt customer with world of ******************** number is 524223196S. I applied for the chase hyatt business credit card on 09/28/2022, and got approval on 09/29/2022. There is a sign up promotion that I can get double eligible nights with my stay once I signed up for this promo. I completed 5 nights of stay from 10/1 through 10/6, however, Im not getting the double eligible nights.I tried to contact hyatt customer service in the past week until today with more than ************************************************************************ to talk to chase and hang me up!I talked to chase then they ask me to talk to hyatt. I feel like Im a can got kicked back and forth.Id like to hear a resolution to this issue, as Im really disappointed at the Hyatt customer service quality.Business Response
Date: 10/21/2022
Member was provided with promotional information and their account has been updated.Initial Complaint
Date:10/16/2022
Type: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.
While staying at Hyatt hotel in *************** I was injured at the pool. My hand was cut on broken tile and I had to go to an ER for stitches. My clothes and purse were also blood stained.I have been working with their ***************** who continues to blow me off. The last thing I have heard is that the hotel I stayed at isnt covered by insurance. I was told to reach back out to customer service and get someone that can connect me with legal. I then called Hyatt corporate who told me that not only will they not comment on my case but that I need a lawyer to get the damages from the incident that happened. I wasnt suing them, I was asking that my medical bills be paid since I was out of state and out of network. I have had many unsatisfactory stays with Hyatt and the fact that they dont insure and play games with insurance claims should be illegal.Business Response
Date: 10/26/2022
guest has been contacted with request for more information and has not responded yet.Initial Complaint
Date:10/12/2022
Type: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.
This complaint is towards AMR collection, which I believe is owned by HYATT. *** is not fulfilling the arrangements per the booking in July 2022. A refund of the deposit made plus compensation for my time of hours worked trying to resolve this issue of 10 hours at $75/hour is requested. INFORMATION: AMR Booking# P91000DBBusiness Response
Date: 10/21/2022
Hotel management is in contact with the guest and is working with them to address the issues.Initial Complaint
Date:10/11/2022
Type: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 afternoon. Im filing in regards to a hotel reservation that I had at the Hyatt Place *************** on the 27 of sept to Oct 7th 2022. On the 27th Im being charged for a week reservation when the hotel didn't respond the phone line the entire week. On Sept 28 there was a catastrophic hurricane *** that impacted ***************. I understand that the hotel lost electricity and phone service, but I don't understand why Im being charge for a reservation that I was unable to use. I had to stay in a car until I was able to find another hotel, because the didn't anwer. I have proof of all of my call logs attempting to communicate multiple time. I was 1 hour 30 minutes away and I couldn't go check if the hotel was operating because there was a shortage of gas due to the hurricane. Lastly, I communicated with the hyatt **** on Sept 29th and they tried to reach out to the hotel and couldnt get a hold of them. The representative told me to call back the hotel in few days. I called back on October 2nd and the assistant manager ******* was extremely disrespectful and transfer me to a managers voice mail. I sent emails, voicemails and nobody has responded. please help me get a refund of $769.40 for a stay I was not able to use one single night.Business Response
Date: 10/14/2022
Hotel ResolvedInitial Complaint
Date:10/09/2022
Type: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 stayed at this hotel on Friday 9/30/22 and checked out on Sunday, October 2, 2022. The communication from the front desk upon check it the communication was horrible. I was told my total charges would be $208 and some change. Then upon check out I was charged $212 and some change. I received a $30 reversal fee. This was never explained to me. I called customer service today and the young lady that answered was rude when I asked about my charges. she told me that every hotel has incidental fees and I said I agree, however they also communicate what the fee amount is that they will b e holding. I feel like I have bee overcharged and no one is capable of providing an answer regarding my charges.Business Response
Date: 10/17/2022
We fully investigated this complaint and made 2 attempts to resolve that we feel is fair and equitable. The guest did not respond to the additional proposed solution.Initial Complaint
Date:10/09/2022
Type: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.
09/24/2022 i washed clothes & due to having a second load I sat one bag by the door to come back & pick up the other load and carry it in. (Keep in mind I'm on the 3rd floor)Within the next few ***** mins a Hyatt Employee threw away my ******** clothes in the trash. I came out side thinking it was probably brought back in. Towards the ending of my stay I noticed the bag was missing full of clothes. The manager on duty ***** stared to me that they can't do anything about it. Which I find hard to believe.. Thing's I paid for we're thrown away as nothing. The bag wasn't fully closed to even look like garbage. It looked like clothes in a bag. I find it very sickening that a company with a name as big as Hyatt doesn't genuinely care about the fact that there employees threw my things away. I never requested trash to come most of my stay & the one time they come my *********** Childrens things are thrown away. I contacted the Hyatt House about this issue & was told to callback when management was available. I call back today and was rushed off the ************* on hold. I also overheard another customer telling about being checked in as if my situation wasn't that important. I've spent a lot of money at the ************************** would appreciate the value of a company to show at least a bit of regret or sympathy. Instead I get the run around & told that it's my fault?I definitely would like to inform you all that Hyatt Has employees that are prejudice which I managed to hold back during my stay but this is unacceptable. The amount of money spent on our things varies.Business Response
Date: 10/17/2022
Guest has been contacted and resolution found.Customer Answer
Date: 10/17/2022
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,
Aniz'jah ********Initial Complaint
Date:10/09/2022
Type: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 room at Hyatt for hotel stay between 1st Oct to 4th Oct 2022. However because of hurricane *** my flight got cancelled. I contacted Hyatt on 28th septthrice to cancel my stay and refund me. They assured me twice that they would refund in 72 hours. Today on 2nd oct they said it cant be refunded since it was booked with a third party. I was given false assurances and i lost 880 dollars.The email id for booking was ********************* and my phone number is **********. It was booked under my name ************************* and confirmation number is **********Business Response
Date: 10/17/2022
Member did not respond to offered solution.Customer Answer
Date: 10/17/2022
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:10/05/2022
Type: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.
M ******** stayed at Hyatt Centrale ***** (owned my Hyatt ***) We paid for laundry service, and they lost it, and returned the wrong guests laundry. 1. While we were guest in the hotel, we went to the reception desk to report the issue. 2. We called the hotel from our room at the hotel. 3. We emailed the hotel from our room at the hotel. 4. We provided all paperwork and photos. No response. 5. We were forced to make an expensive phone call from ***** to the HYATT *** customer service, they were unable to contact their own hotel. 6. Now ***** the hotel manager tells us to call the police and file a report, after we have returned to *******. We have provided all documents and photos and emails to HYATT Corporate. Nothing!! We need a resolution.Business Response
Date: 10/08/2022
Guest has been contacted and resolution found.Customer Answer
Date: 10/09/2022
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,
***************************
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