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.

  300 Light St Baltimore, MD 21202-1092

• 

  Hyatt Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

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:08/01/2022

  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 on July 29th. Upon arrival I was told my room wasnt ready at 1:45 but come back in an hour. I didnt check in my room until after 5pm and I was given the runaround. I was traveling with a young child. The room: bathroom didnt properly work. Complained to front desk. No fix. The room smoke detector kept randomly going off in the middle of the night. The charge was explained wrong. I was charged on Friday and Monday. The room was **** and a hold was put on my bank card. On Monday an additional hold of **** was put on my account. You put 3k hold on my account not allowing me to properly get home.The explanation is it is up to my bank which is a lie because I have seen this before. Completely ridiculous and it drained my bank account. I need to be compt at least 2 nights for this inconvenience. One of the most embarrassing trips of my life.

  

  Business Response

  Date: 08/09/2022

  Guest has been contacted with proposed solution and has not responded yet.

• Initial Complaint

  Date:07/28/2022

  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.

  On April 18, 2022, at 11:58 AM, I have signed up for the trial challenge through my firm (https://world.hyatt.com/content/gp/en/offers/elite-tier-offer.html), which required ten qualifying nights to receive Explorist until Feb 29, ****. Before starting the trial challenge, I called in to ensure that I properly understood all the terms and conditions with multiple representatives. Upon completion of those ten nights, I called in multiple times to confirm that I indeed completed the challenge before the deadline of July 21, 2022. I was informed that I have completed the challenge and that my official Explorist status will appear after the deadline. After July 21, my status did not reflect, and I called in multiple times again to confirm, where it took multiple representatives over an hour just to educate me on what the challenge entails and that they had created a case number that would get back to me in 72 hrs. Earlier today, I received a standardized email telling me that I did not, in fact, finish the challenge, completely neglecting the other representative's words (which I took as truth). I truly enjoy Hyatt and what it stands for compared to other major hotel chains, but at the same time, I think the inflexibility and miscommunication that caused this issue in the first place are placing my loyalty on hold. I am trying to seek a resolution where both parties would be happy - I get to retain Explorist status until ****, while Hyatt earns another loyal customer that will definitely generate more revenues than costs.I hope Hyatt can take this into consideration. Thank you for your time.

  

  Business Response

  Date: 07/31/2022

  Guest has been contacted and a resolution provided.

  Customer Answer

  Date: 08/01/2022

   
  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 as they have agreed to correct their miscommunication and extended my Explorist status until the February 29th of 2024.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/25/2022

  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.

  June 2022, made reservation for a room for July 30, 2022. Found out June 27th that my husband was going to have surgery on July 28th and I was not going to be able to go on trip. Tried calling all day, but was on hold for long periods of time, then decided to use Hyatt chat that evening. Asked if I could cancel without penalty, was told no, that the reservation was non refundable. Asked if I could change cities-was told no. Asked if I could change date-was told yes I could. I didn't have a date in mind during that chat, but thought I would figure out a date, then call back. I called back on July 14-spoke to ********, she told me I could get a medical exemption from my husband's doctor and e-mail that to the hotel and I would then be able to cancel without penalty. I again asked if I could change the date just in case I couldn't get a letter from the doctor. She said yes and that I could push that date as far out as needed. I asked if March 2023 would work, as the ************************************* is at that hotel and I was planning to attend. She said that would be okay. On July 21st, my husband's surgery was postponed, so I called back on the 22nd to change the date to March 2023. I spoke to ******? or *******? and was told I could not change the date as the reservation was non refundable so that did not allow for any date changes.

  

  Business Response

  Date: 07/26/2022

  Stay canceled without penalty.

• Initial Complaint

  Date:07/25/2022

  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 recently booked a room though Hyatt.com for our stay in *************, from 12/2 to 12/5. The rate charged was $466.44. Per Hyatt's best price guarantee (https://www.hyatt.com/info/best-rate-guarantee), if I find a rate lower than there current rate, I am owed a price match ($237.13) + either an additional 20% discount or **** points (I choose **** points). I provided the requested documentation as evidence of the lower price, but was denied my price adjustment. I am requesting that the BBB represent my compliant and have my price match honored by Hyatt.

  

  Business Response

  Date: 07/27/2022

  Guest has been contacted and a resolution provided.

• Initial Complaint

  Date:07/24/2022

  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.

  I cancelled two reservations and was told that I can get the points used for booking back, but did not receive them. The confirmations are #********, Park Hyatt ** and #********, ******** Central Park NY. My World of Hyatt number is 538841928W, and I made the reservation for my boyfriend. 50K + 17K = 67K points were taken from my account, and as of now (7/24/2022), several hours after the two reservations were cancelled, my WOH account has only 900 points.I tried to contact Hyatt but the agent on the phone insists that the points were never deducted BECAUSE she cannot see it in my account activity. After my boyfriend showed her that "cancelled reservations will not show in account activity", she just hanged up the phone suddenly. We felt extremely frustrated, as we both saw the points were deducted in March this year when we made the reservation. Hyatt should refund me the points which is worth like almost $1000!

  

  Business Response

  Date: 07/31/2022

  Member has been contacted but has not responded.

  Customer Answer

  Date: 08/01/2022

   
  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,
  
  Zengqi ***

• Initial Complaint

  Date:07/22/2022

  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.

  I made a reservation on June 19, 2022 for one night booked for July 22, 2022 to July 23, 2022 to stay at the Hyatt House ******/*******. I did the reservation thru Expedia and made the payment the same day. Unfortunately, I had to cancel because my Fianc and I both got Covid positive. I called the Hotel on July 20 (2 days before the reservation) to cancel, and at the hotel they advised me that I had to do it through expedia. I put a request thru Expedia to cancel, and the Expedia Agent advised me that the Hotel had already paid and charged and that they would speak with the hotel in order to get a refund. I just got an email today from Expedia telling me that after multiple tries, they were not able to obtain an approval from the property manager and that a refund was not approved by the Hotel. This email came at 9:30 p.m. on July 23, 2022. If they would have advised of the same, I would have come and stay at the hotel and spread the covid virus around and would have not care! if the hotel does not care about spreading a virus and they cannot refund the money because of that... how is possible that the response was the same day of my stay at the hotel at 9:30 p.m.??? I am requesting a refund for the total amount of $227.50, the hotel should allow those refunds because of health issues and to avoid the covid being spread.

  

  Business Response

  Date: 07/26/2022

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 07/26/2022

   
  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:07/20/2022

  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 am Hyatt globalist!Feb 28, I booked and paid 24k points "************ *****" check-in May 21 2022, one night, 3 adults.Hyatt emailed confirmation Reservation number ******** Room Type: EIFFEL TWR STE, room description : king *** 44 sqm... ************ view: living room 2 bathrooms: walk-in.We checked in 7+pm May 21, left for sightseeing right away after dropped luggaggs in room.At midnight, we came back, were about to take showers and sleep, but can not find 2nd bathroom, living room( with ****** ***), We just realized it's not the ***** we booked and paid.Around 00:30 am, I had to go down lobby waited over 45+ minutes after 5 guests to tell check-in desk gentleman *******, I booked and paid Suite with tower view, but I get ROOM only. Is there any connecting room to my current room as suite ? He talked lots of excuses and refused to give us Tower Suite.After shower, my son cannot sleep, because there is no ****** ***, and we cannot find a place for him in this tiny room. We went to lobby again, awaited concierge show up and asked for manager. A female manager showed up. She confirmed we should have ****** *** in living room, thereafter she start to make connect room key, which connected to our current room. Finally, we got connected room as suite. Time was passed **** am. Our families can not fall into sleep after this incident and the next day fun was completely ruined.HR Etoile VPmanager offered 5k to make up. I don't think 5k points is fair for this damage.The damage they caused is not INconvenient, not simple as lamp unwork. It's legal issue that the staffs denied to give us what we book, and ruined out next day fun. People pay Hotel cost in order to get good sleep and ready for next day fun. Therefore, we believe Hotel should refund lodging cost 24k points for ruining the two vacation days.I emailed ***************************************** MSG0074671724 unhelpful .

  

  Business Response

  Date: 07/22/2022

  Hotel executive management contacted the guest and resolved. 

  Customer Answer

  Date: 07/25/2022

   
  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:07/19/2022

  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.

  HYATT bought the *** collection including *********************** (***) this year. These people are Fraud and scammers! My wife and I got fraudulently pushed into signing a contract with *** while we were on a vacation in ****** this May. They told us we can just sign up right now and think about it later and we can cancel anytime with no penalties as long as we didn't use their membership benifits. After our vacation ended we decided we want to cancel and they told us we have to pay 7k dollars to terminate contract and that we signed on it. The sales team lied to us about the cancelation policy terms just to get us to sign. They were just telling us what we want to hear to get the deal done. They didn't disclose the correct cancelation policy details while signing, and of course we didn't read it word for word until after our vacation ended. We need our down payment refunded and this fraudulent contract to be terminated. If the *** didn't resolve this I will be seeking legal action.MEMBERSHIP SV1-009659

  

  Business Response

  Date: 07/28/2022

  Due to the complexity of the situation, it is taking longer to resolve. We are actively working with the vacation club to resolve this for the guest. 
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17588951
  
  I am rejecting this response because no refund issued. Business still terminate fradulent contract:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/03/2022

  Guest was presented a contract for ******************** (UVC) and signed the contract without fully reading the terms and would now like to terminate the signed contract. ******************** of UVC has attempted to work with the guest and the guest is not accepting their offers. 

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17588951
  
  I am rejecting this response because:I was lied to at signing by sales team. Sales team had a tablet in hand for my initials and signatures while they are verbaly telling me what is in each page while signing.Sales team said false statements regarding cancelation policy to get me to sign contract. This is basically fraud.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/18/2022

  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.

  I stayed at the Hyatt ******************** in *********, ** from May 21, 2022 through May 26, 2022. I am globalist and therefore supposed to have my breakfast credited off of my ****. Instead I was charged for my breakfasts during the stay. I called several times asking for the general manager who was never available and left a message. I never had a phone call returned. On Tuesday of last week I called again, explained my issue and was transferred to the accounting office. I explained the situation and the woman I spoke to said she would have it taken care of. Later that day I received a receipt showing that a few breakfast charges were removed but not all of them. I called later that day and spoke to an assistant manager named ******. ****** apologized and said that all my charges to the room will be removed not just the breakfasts due to everything I had to deal with. She sent me a new folio and showed all the charges removed. I thought the issue was finished. However, here we are 6 days later and there still has not been a credit to my credit card.

  

  Business Response

  Date: 07/25/2022

  Guest has been contacted by hotel executive management team and resolution found. Guest was sent updated folio by hotel. 

  Customer Answer

  Date: 07/25/2022

   
  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:07/11/2022

  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 stayed at the Hyatt Regency ********* on June 11 to June 12. The hotel cost was $291.15. I found a bedbug in my bed at 3am. I took the bed bug downstairs and should it to the ladies at the desk. One of the ladies took a picture and confirmed the bug. We we given a different room and told that we could speak to someone in charge later in that morning. My sister and I quickly gathered up our belongings, but in translation I dropped the bedbug. Feeling uncomfortable we stayed up the rest of the night and washed all of our clothes. I checked out and spoke to the head of security '"PJ". He said that the room would be stripped and searched for bugs, I asked for compensation and he said " We first have to confirm it was actually a bedbug." I said okay, not worried because there was bed left in sheet when I smashed the bug. I also sent pictures of the big and stain. I later also sent pictures of the bite I developed. Later that day PJ calls and says the found no sign of bedbugs. I decided to call corporate to handle this situation. They said my case was elevated and I should hear back within 2 to 3 days. A week went past and no one returned my call. I called and spoke to a lady and she told me that she ould have someone call me within the same time frame. I waited another week with no returned phone call. I decided to dispute it with Pay pal, but I was told that the hotel would not send back the money. I then received a call from **** from Hyatt Regency ********* stating that the room was checked again and no bugs were found. He stated that there was nothing he could do but my case will be transferred to insurance claims for a resolution. Its been almost three weeks and I have not heard from anyone. I would like a complete refund for this terrible experience.

  

  Business Response

  Date: 07/18/2022

  **************** has brought in a 3rd party pest control company to investigate the guest's claims. There was no bed bug activity found by this company.

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17550182
  
  I am rejecting this response because: What I found on my bed was a bedbug! Bedbugs are traveling bugs and can couldve came from the guess before me. My stay was not satisfying and I want a refund. I love trued to be patient but this has beckons very frustrating. If the 3rd part inspector checked the sheets they wouldve known that the blood was left on the sheets. I was told that the insurances company would contact me regarding compensation and they have not returned my phone calls. I will not stop until this situation is handled correctly.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/19/2022

  We would like to reiterate that Ecolab report stated that no bed bugs were present during the in-room inspection.  However, due to the guest not accepting Ecolab's findings the hotel has made the decision to allow a third party(insurance company) to investigate and respond to the guest moving forward.