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:10/03/2022

  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 paid a hotel room in the world of hyatt website and they say thay if i find a better deal with A third party they will match it . but they make any excuses to not match it a already email with some with that department her name is ********************* and her email is ****************************************

  

  Business Response

  Date: 10/08/2022

  Member did not respond to offered solution.

• Initial Complaint

  Date:10/03/2022

  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.

  Hyatt,I sent an email to ********************************** but it was not answered.I hope you are all well.There was an issue with a reservation and I would like your review.I'm writing in regards to the reservation with Hotel Confirmation number R3704744236, at Hyatt Centric Brickell ***** (**** ***************, Downtown *****, Brickell, *****, **, **).This reservation was incorrectly booked for a date that has already passed, 20 to 21 September.Sincerely, I don't know what happened. I can't prove, but it might have been a system issue or my lack of attention.I was looking to reserve for a later date, October. However this trip is now cancelled and when I went to my booking to cancel, I saw it is marked as completed stay.As you probably see in your system, I did not check in.Just a few days before this booking, I was in the hospital for 7 days and under medication for 2 weeks after I was discharged. It might have played a role when making this reservation and in that case, I'm sorry.I'm writing you to ask if you could kindly understand this situation, and allow the travel agency to refund this wrong reservation.This is a considerable amount, $345.33, and it would be greatly appreciated if you could please consider my request as I need to work very hard for my money and I recently left the hospital where I was treated for a full week (I can show my medical record if necessary).I kindly request you to please consider my request, specially if it did not prevent you from receiving any other guest that wanted to stay at this location, on this day.Thank you.

  

  Business Response

  Date: 10/04/2022

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 10/05/2022

   
  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.

  I appreciate very much Hyatt's understanding.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/02/2022

  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.

  On September 29th we check-in to the Hyatt Place-**************, ** near the ************ When we check in we felt uncomfortable from the front desk agent ***** asking to see everyone in the party ID to question about how many bags we had. Someone in the party smokes and goes downstairs to smoke in the smoking section and gets follow by the agent to the elevator. On Sunday 10/2 as we get new towels from the housekeeper we find bugs in the towels. We report it and they have to come to inspect the room. We check out tomorrow and the Assistant Manager ******** will not offer a discount for the inconvenience until after the pest control comes out. Also we had to change rooms at **** pm It is unacceptable and will not stay at another Hyatt after how we was treated during our stay.

  

  Business Response

  Date: 10/11/2022

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:09/28/2022

  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.

  Confirmation #********* Control ID ******** I was lost a bag inside the room. And contacted back hotel the same day afternoon. But the hotel front desk said the house keeping department would be back to work next day. And we called again the next day, they told me the bag has been found.Everything I lost in room were kept inside one bag. But they only returned me partial of the items. They returned me the toothbrush and charger, razor and charger, some opened toothpaste. They didnt return me the 5 packs of unopened ******** brand toothpaste which special with therapeutic effects, 1 pack of ******** high-end brand Shiseido facial cleanser what is important for us. We bought them from *****, and slight expensive. The total value is $200.At the very beginning, front desk staff told us the opened toothbrush will be throw it away. But they will keep the unopened items. But when we showed her all the returned items which include opened toothpaste. Then, she changed words and said its the *** regulation. So, her explanation was totally lie and prevaricate. I was negotiated with hotel general manager assistant through email. She mentioned the toothpaste was ******** So, there're multiple dishonest staff in this hotel. It's totally damaged the HYATT brand image.I understand that hotel can discard guests' leftover. But all my items were kept inside one bag. It's clean, package, unopened items. The point is that the hotel staff are dishonest and discard of guests' valuables. I am not sure if this involves an invasion of privacy because the hotel staff opened my bag without permission just few hours after check out.So, I have requested compensate $200 for my loss.

  

  Business Response

  Date: 10/05/2022

  Resolved with Guest

  Customer Answer

  Date: 10/06/2022

   
  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:09/24/2022

  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.

  I booked a trip to ********, ******* at the Hyatt Place ************************** (50 *************** *********************************** with flight on Expedia.com 8/20/2022 totaling ****** for dates 8/31/2022-9/3/2022 with adult ******************* bed bugs was discovered in the hotel room when I saw them I immediately notify the desk cleck there is bed bugs in my hotel room desk cleck call hyatt hotel manager to confirm there was bed bugs Hyatt manager said I would be refunded the full amount of the stay at the hyatt place. I would have to reach out to expedia that's who I booked the hotel throught I contacted expedia by phone 9/3/2022 I wasn't able to reach customer service I sent expedia I email 9/4/2022 they didn't reply back to the email 9/7/2022 I called expedia customer services again they sent an a email they was working on my refund request 9/7/2 but no answer from the hyatt place I made several more attempts emailing expedia about about my refunded please email back no responds sense 9/7/2022 expedia customer services said I would be refunded ****** it would take 7 to 10 business days no refund

  

  Business Response

  Date: 10/04/2022

  Hotel completed refund to third party booking company and guest has been advised to contact third party for refund. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18124158
  
  I am rejecting this response because:
  Hello Better Business Bureau my compliant with Hyatt place ************************** wasn't resolved yet I haven't received my refund due to Hyatt place bed bugs Issues Hyatt Place manager *************************************** told BBB that she put the refund back to card ending in **** 4 weeks have past I haven't received a refund
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/16/2022

  The guest has been provided with the appropriate contact information for the third party booking company.

• Initial Complaint

  Date:09/22/2022

  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 have been staying at Hyatt Hotels for many years and have NEVER had an experience like we encountered at the Hyatt ******* **. After check-in on 9/01 all was great. On Friday evening 9/02 when my wife and I returned at 7:30 PM, our room was just as we left it in the morning. No clean towels and the room not serviced. I went down stairs and talked with the Hyatt Representative. According to *****, we did not request our room to be serviced. According to *****, we have to request the room to be serviced for each day. So I asked ***** for fresh towels. ***** left and returned about 10 minutes later, saying that he was sorry and housekeeping had left for the day and there are not towels available. I asked ***** if he could open another room and get towels from thereJames told us that was not possible. I went to the pool area and got some towels from there. On Saturday morning 9/03, I went to the front desk, talked with ******* and requested that our room 425, be serviced. ******* told us, yes he would put in the request. On Saturday night at 8:30 PM when we returned, againour room was just like we left it.UNSERVICED. I went to the front desk and luckily, they did have bath towels. On Monday morning 9/05, I went to the front desk and requested to speak to the manager, according to *******, there was no manager on duty. Again, I requested that our room 425 be serviced. When we arrived at 8:00 PM Monday night, we did have clean towelsbut thats all. The trash can still full, beds were not made. So frustrated and upset we checked out and will NEVER stay at this Hyatt location again. This is the absolute worst service I have ever experienced at any hotel. When we make a reservation and pay for the room, this is a contract. HYATT ******* failed to honor our contract. Plain and simple. I was charged $ ****** for services NOT rendered by the Haytt Place *******.

  

  Business Response

  Date: 09/22/2022

  Guest issue was previously resolved with an email to our consumer affairs office. 

  Customer Answer

  Date: 09/23/2022

   
  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:09/22/2022

  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 booked through a third party for a 4 day/3 night stay. When we arrived, we were told that their system was down and they wouldn't be able to take our reservation unless we wrote our credit card information down on a sheet of paper. I informed the Supervisor on duty that they already pre-charged me for my stay, so I was uncomfortable writing all of my personal information down. They then proceeded to let me know that without that information I wouldn't be able to stay. At this point, it was 9pm at night and I was traveling with 3 minor children. After discussing with my significant other, we decided to stay. We were then told that whenever we want to enter our room, we would need to go to the front desk because their key machine was down. After waiting about 30 mins they were able to make a key, but unable to look up my reservation to confirm our stay without physically writing down my personal information (including Credit Card number). I informed the front that I wanted to stay for one night only, and not the full reservation so they should only charge me for one night. The front desk staff said that was fine and they would make note of that for my check out. They reassured me that the system will be back up in the morning. When it came time to check-out I was greeted by the morning Supervisor who informed me that their system was indeed still not up. I wanted to know how much it was for my one night stay and they were unable to inform me of anything. I was uncomfortable walking away without knowing what my total was and she was going to call me once that was available. As I'm leaving I get a notification from my credit card saying the full amount was charged for the entire length of stay. When I asked the Supervisor she was unable to give me a reason why. I would assume they could've contacted corporate to help fix it, but nope. I received a call saying how much the one night was, which was HALF of my stay and made no sense. Still nothing a week later.

  

  Business Response

  Date: 09/24/2022

  Hotel resolved with Guest

  Customer Answer

  Date: 09/26/2022

   
  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:09/21/2022

  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 had a stay at the Hyatt Place location I selected. During the first night of my stay, I was stuck right next to an elevator that impacted my stay in the room. I could hear the elevator ring and open/close every time it was used. It impacted my stay during the day and my sleep at night. I spoke to the manager the next day to change rooms due to it, and he told me that they were overbooked and he could not do it. I was then stuck in the nuisance room a second night. The next day the manager was telling me it would be hard to change rooms because I work during the day and could not be there early enough for him for a new check in. He suggested I put my belongings in the corner of my room so that it could be cleaned and rented to another guest. I was not okay with that so he then said the hotel would store my belongings, which I was also not okay with. I ended up having to pack my belongings in my car and leave work early to get back there to get a room change. The following day I was then inconvenienced by the manager and a technician who needed to do leak detector tests in my new room. Two days after that, somebody tried coming into my room unannounced. Luckily I had the top lock on because I was not fully dressed. By the time I opened the door and checked in the hallway, the individual had made their way quickly to the elevator and disappeared. I went to the front desk and had to change room keys, and nobody from the hotel can tell me who that was trying to enter my room. The following day, I was attempting to sleep around 9 pm. The room next to me was being cleaned last minute around 8 pm for guests that entered the room around 9 pm. I was disturbed from sleep by the constant door opening and slamming over the room and the maintenance closet just prior to that. Then the guest were making extremely loud bangs that shook my whole room. I was not able to sleep for hours and got little sleep for work today. I would like a refund for the three nights of disturbance.

  

  Business Response

  Date: 09/25/2022

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:09/21/2022

  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.

  Labor Day Weekend, I went to visit my sister in ******* and stayed at Hyatt HYATT Hotels in *******, *****. We booked the trip through Southwest Vacations. First of all the pictures of the hotel on the hotel website are not up to date. The room that they put us in had multiple issues. - Upon checking in we were told that the pool is not available. That was one of the reasons we booked the hotel.- The room we were given did not have a room number. As I have a medical condition that can quickly escalate, the inability for a paramedic to find my room could be the difference between life and death.- There is not a working landline in the room. Again just from a medical concern I was not able to call from a landline to be connected to a local ambulance. - The room has multiple reddish and green stains on the floor. Its throughout the room and I dont want to be charged for it. - Air conditioner is set to 62 and held together by a piece of tape and the room feels to be perhaps at 80 degrees. So the manager stated that room was not supposed to be rented out due to an incident. Oh and since it was Labor Day Weekend all the rooms were reserved and surrounding hotels were booked so we were stuck!!Contact for hotel:*********************, Assistant General Manager The Hyatt Place *******-North **************************************************************** T: ************

  

  Business Response

  Date: 09/29/2022

  **************** had resolved complaint with guest while she was in house.  Our office has also reached out and offered additional resolution. 

• Initial Complaint

  Date:09/18/2022

  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 in 9/9 Friday, my card which wasnt supposed to be used at all, was told that it would have to carry the $50 incidental hold. Sure, fine. The woman at the front desk ended up charging the entire room to my card at that moment, even though it was booked through corporate, and another card was used at check out. A week later I finally call, when I then speak to three associates, one of which was the general manager who recommended that I dispute the charges that should have never been to begin with. After that, they tried to charge my card two more times, one time for $626 and once for $312. Im not entirely sure whats happening, but I received a call from **** on 9/15, that stated it would clear up soon. But, it hasnt and Im not entirely sure it ever will.

  

  Business Response

  Date: 09/25/2022

  Guest has been contacted and resolution found.