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:09/16/2022

  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 stayed at the Hyatt Regency in ******* ******* on *******************. This stay was complete disaster my room I was checked in was not clean and it looked to be a service room items were missing. I was told that room was going to be comped. I just had to call the 3rd party it was booked by. I was then told that the hotel had to follow up. They never sent the request to the correct department to fix the issue. I ordered a Cuban sandwich and almost choked on a bone that was one inch long and and half an inch thick. Disgusting and completely negligent. After my check out more problems chafes that were suppose to be removed. The. Having to pay for the change of the room that was never removed. I spoke to ******* about that issue and he told me that they would credit back my interest charges for the issue with my bill this never happened. The hotel is a complete mess. I spent a full day correcting the hotels error with the 3rd party billing. I should not have to follow up with this issue when I have checked out over a week and a half.

  

  Business Response

  Date: 09/23/2022

  The guest has been contacted and resolution found. 

  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:09/16/2022

  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 5, 2022, I called this location to make reservations. The representative informed me that she could not make reservations, since she was hired 2-days ago and management left her at the front desk. She informed me to call back at 1 am, and I informed her that I had to be at work at 6 am so that was not feasible. Then she stated she would add me in the system and have *********************************, the manager, give me a call the next morning to apply my points, which never happened. My family and I arrived at about 8:15 pm on September 6th, I stood at the front desk for over 5 minutes, then I went to the bar for assistance, and the bartender went to a seating area to alert a woman on her cellphone wearing a pink t-shirt and tights. I had no idea that this was an employee. I informed her that I had reservations, but she said it was canceled. She told me that I would have to make my own reservations on the app, because she did not know how to do so since she previously worked at the Marriott Hotels (this was not pertinent to the conversation), and at this time 3-other families were waiting. As I was entering my information, she told me that they would need a card on file just any incidentals. My family and I went to the room and there were still sheets on the floor of the closet, in which I took pictures. Once I got settled I reviewed my bank account which had been deducted $127.18 and the points were not applied. Then my husband and I went to the desk to consult with the representative. She told us that she would send a message to **********************, since she didn't know how to reverse it and to come back at 9 am. The next morning I went back to the front desk, and the morning staff stated that she is on leave and will not return until Tuesday. I was asked to write a statement and she would call me Tuesday, which is yet to happen. I have called several times. Staff is saying there's no one by that name, and ******************** has not returned my calls after several attempts.

  

  Business Response

  Date: 09/24/2022

  ***** was contacted and resolution found.  Folio provided as proof. 

• Initial Complaint

  Date:09/15/2022

  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.

  My military family and I decided to take a drive to ************ to Hyatt place for one night. I booked 3 rooms the evening before through bookings.com. We left out morning to explore before check-in and I received a call from my 90yr old dad that he had slipped in the yard and couldn't get up. He was under alot of emotional distress. I made a U-turn immediately. I called Hyatt right away and canceled booking explaining what had a happened and the young lady on the phone said she would refund me with no problem and i should call booking.com, since I purchased through them. I called them afterwards and thought all was okay. I received a no-show email and they charged three rooms to my card with no authorization. I called bookings and Hyatt and both are giving me the run around after promising to waive cancelation fee . This is an outrage and completely unacceptable. I just want my money back . I shouldnt have to chose between my father having a almost lethal fall and a hotel company full of greed and lack of human empathy . I will never ever book with them or any of their sister companies and wont recommend to any friends or family.

  

  Business Response

  Date: 09/20/2022

  The guest has been contacted and resolution found. 

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service 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.

  From Aug *****, I had a stay with Hyatt's properties. After 30 days, the stay is not posted to my account yet.Talk to the customer service a few times, they always asking me to wait.Hyatt shall be responsible for collecting the stay info and build a reliable system It is not the customer's responsibility to follow up the stay Here is the stay info Zotry ************* Isla ******* ****** - Confirmation - ********************* - 12-Aug-2022 - ******** ****** post my stay asap and issue goodwill points for such a long wait.

  

  Business Response

  Date: 09/15/2022

  Guest has been contacted and compensation provided.

  Customer Answer

  Date: 09/20/2022

   
  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:09/12/2022

  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.

  Through booking.com, I made a reservation for 8 days at ********** Hyatt Regency ******. The confirmation number was **********. The property advertised that they offer Indian Food. However, during the stay, the property did not have Indian food as advertised. Complaints to the management did not help.

  

  Business Response

  Date: 09/18/2022

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 09/20/2022

   
  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.
  
  

• Initial Complaint

  Date:09/08/2022

  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.

  Stayed at Secrets resort (owned by Hyatt) in ********** for one week for my honeymoon commencing Sept 2/************** offered US$200 resort credit upon arrival to be used within 24 hours by making purchase or reservations of service via our personal concierge. We immediately asked our concierge about Honeymoon pictures taken by a professional photographer and he referred us to the Photo Shop on the resort. Keeping with the 24 hour requirement, we visited this shop the next day and re-confirmed with the photographer that the US$200 credit would apply to our final purchase. The next available photo shoot was not until the afternoon of Sept 5/22, which took 4+ hours of our time to voluntarily complete. We were aware of the fee/pricing structure and were willing to invest this time on the basis that we had the US$200 credit to our avail. On Sept 6/22, to our surprise the photographer stated the US$200 resort credit would not apply and that direct payment (preferably cash) would need to be made. We immediately complained to the Resort Manager that afternoon who after listening to our complaint & speaking with the Phot Shop in Spanish denounced our claim by advising that the resort credit was actually in the form of limited coupons to specific product/services on the resort and that the Photo Shop was independent of the resort (ie charges could not be applied to our room); none of this was explained to us at check-in or by the concierge, leaving us feeling cheated out of the value of our time and money. No empathy was seen by Management despite it being our Honeymoon. We ended up paying for a photo package; however, it is noteworthy that the photographer tried to over bill us by US$50 (corrected upon reviewing receipt) and that it was eventually charged to our room (contrary to what the Resort Manager previously advised). We feel that we should be compensated for US$200 regardless of whether the Resort feels that we should have been more aware by asking questions.

  

  Business Response

  Date: 09/15/2022

  Guest has been contacted and resolution found

  Customer Answer

  Date: 09/20/2022

   
  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:09/07/2022

  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.

  The hotel called 5 days before we were to depart on our vacation. They stated that they had to cancel our reservation...if we called back they would make arrangements to place us in a sister hotel. It was extremely difficult to get to speak with anyone...we emailed the Hyatt company twice and called many times to the return number at ***********, **. We spoke with countless agents at hotels.com and they were also unable to reach anyone by phone. Finally, we were able to speak with someone, she claimed that she would send us a confirmation number....two days before our scheduled departure, we still did not receive any tips or a reservation or confirmation number. At this point with no information about our stay, after being given the run around time and time again I decided that I could not trust our stay with this company, as they did nothing to help secure our stay. I have been promised that a refund is being processed, but I have yet to see anything in our bank account. This hotel is not even open...therefore, I don't understand why it is being offered as an option or why they are able to take money from anyone's account. ****** is alot of money for our family....I would like to see this process expedited after spending several hours on the phone and several hundred dollars on a stay that we were cancelled from.

  

  Business Response

  Date: 09/15/2022

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:09/07/2022

  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 had a stay booked at the Hyatt place in ****, ** as I traveled 12 hrs from out of town to be there for my grandmas bday. I checked into the hotel the morning of my reservation 8/2/22 & chose the option to change method of payment at front desk. The online checkin said I was checked in and room ready. I went to help my family decorate for the bday party & then went to the hotel front desk to provide method of payment. The lady tells me the resv. Is canceled. she assures me she can rebook for the same nightly rate. I gave her the details and resv. confirmation of my original resv. that was booked for 2 nights checking out Sunday 8/4/22. I go up to room 419 and sit my things down. Im standing in front of the sink by the bathroom and all of a sudden feel things crawling on my legs. There are over 100 tiny bugs jumping out of the carpet and onto my body. I immediately jumped out of my clothes and into the shower to get all the bugs off. Thank goodness I didnt sit any of my belongings on the floor except the clothes I took off. Went to the front desk to inform. The lady apologized but didnt look surprised and assigned another room 308. I go up inspect the room and theres a bug on the bed (I took a pic) and showed it to the lady at the desk. She assigns another room I believe 221 and I walk into a mildew smelling room that is hot the carpet is wet and theres a carpet cleaner in the middle of the floor. I go back to the front desk for another room 105 where there were no issues. Next day I head to my familys house leaving some of my belongings in the room but taking my suitcase as I knew I would have to finish decorating and shower there. I come back to the hotel where they have checked me out and out my belongings in lost and found because they were overbooked. They gave me my items which some were missing and told me they would give a refund and comp night. They took my phone number and no one has called and no refund issued. I sat on hwy 77 for 2 hrs when I left

  

  Business Response

  Date: 09/14/2022

  Guests concerns has been escalated to hotel management who will contact guest. We will also follow up to verify. 

• Initial Complaint

  Date:09/06/2022

  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.

  I attended a ****** at the Hyatt *************** Aug. *****, 2022. At check-in the hotel rep. said their system was down and she need to write down my credit card information to charge my hotel room stay. However, last week I reviewed my bank statement and found that the Hyatt Regency charged me for my hotel stay - $383.38, which is the correct amount. Also, I saw additional charges that I DID NOT MAKE. The additional charges that I DID NOT CHARGE were: $101.25 and $573.57. I called the Hyatt *************** to discuss on Friday, 8/26/22. Their thoughts center on "incidentals" when I didn't have any incidentals. Their thoughts also centered on if I had a guest and let them use my card. I had no guests. I traveled to a Christian ****** solo and did not allow my card to be out of site EXCEPT for when I gave it to their rep. to check me into the hotel because she CLAIMED the system was down. I've already alerted my bank but they won't do anything yet until the Hyatt *************** looks into this from their end first.

  

  Business Response

  Date: 09/08/2022

  Guest has been contacted and issue resolved. 

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17926406
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/06/2022

  Type:Billing 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 3/28/22 I booked 3 rooms at the Hyatt through Priceine for 6/11/22-6/12/22. I showed the Priceline paperwork when checking in. I also tried to show it to the front desk when checking out, but was told I didn't need to do anything for checkout. The Hyatt then charged me for 2 additional rooms at $215.55 on 6/12/22. My credit card company won't reverse the charge as sevices were received. I did finally receive a refund for one of the rooms from the Hyatt, but still have not been refunded for the 2nd charge of $215.55. I have written repeatedly to my credit card company, the Hyatt and Priceline. I don't think I should have to pay for the same room twice.

  

  Business Response

  Date: 09/09/2022

  Hotel management contacted guest and resolved