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
- 1,009 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:07/11/2022
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.
My family along with about 8 other families stay at the Hyatt Regency in ******** from 7/8/22 to 7/10/22. All of our rooms were reserved and paid for by a ******************** in advance. However when we arrived several of us were asked to give a card for them to have on file, as I know this is common practice I agreed but made sure to clarify my card would not be charged. They confirmed that. Shortly after our check in the representative from the ******************** arrived, and got all the rooms charged to his corporate card. This was roughly 6pm Friday afternoon. Saturday morning prior to breakfast I received an email from my bank stating I had insufficient funds for a purchase I made late Friday night. I looked at my account and the Hyatt had put a pending charge of close to 600 dollars on my card. My self and the representative from the ************* went and spoke in person to the Hotel manager, they told us the money would be returned once the room charges were paid. The Representative showed her proof that the charges for the rooms had already been paid from his card. She told us our money would be refunded immediately. However today is Monday 7/11/22 and the money has still not been returned, causing me to have multiple overdraft fees from payments that I would otherwise of had the money for. Speaking with some of the other families we are not the only ones to have this happen to us.
Business Response
Date: 07/19/2022
We fully investigated this matter and found no evidence of wrongdoing by the hotel. **************** has reached out to guest and provided compensation that we feel is fair and equitable.Initial Complaint
Date:07/10/2022
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.
We conducted a stay at a Hyatt owned hotel ************************************************************************************, ******, SW1A 2HN, **. We had booked a Double Bed with a City View. We were given their lowest room, a small King room with a ********* view. The Room was #***. When we asked the ********* we were charged for the room we booked they claimed to have upgraded us to a Premium King. This is not factually correct. For one, a Premium King is a city view room with a fireplace and double the square footage. The room we got was not this room. It was their King ********* room, their smallest and cheapest room. In fact the room they claim to have upgraded us to doesnt even exist. There is no Premium King ********* room. It is the very thing that makes it not premium.I attached what we booked, what their website shows as a Premium King (which is a city view), and what we got which was a **************. We were overcharged like 45 a night.The hotel is claiming we received what we did not get. They are lying in order to overcharge us. They never even offered an explanation upon check in that we were not getting what we booked. Since I stayed with my uncle, I wouldnt have booked a king to start. This is a bait and switch.As evidence that we are being lied to please look at their advertised room. Note what a ************** is; further note there is no such thing as a premium king without a city view. Thats just not even advertised as an option. Yet the room we got EXACTLY matches the **************.Support: https://www.hyatt.com/en-US/hotel/*******-**************/*******************/lhrub?src=corp_lclb_gmb_seo_lhrub The resolution we are seeking is to be charged for what we got, which definitely wasnt the City View Double, it certainly was not the Premium King, and was in fact the ************** room. We had other issues with the hotel we did address, such as our breakfast which had spoiled food served we did get credited back.Business Response
Date: 07/16/2022
Guest has been contacted by the hotel executive management team and resolution foundCustomer Answer
Date: 07/18/2022
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 and in accordance with my requested outcome. Thank you for facilitating this request.
Sincerely,
******* Pra
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