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.
- 436 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:08/10/2022
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 the Hyatt ************************* this past Saturday. I did online check-in and selected 2pm for my check out as a Discoverist. After my fianc?e and I checked in, the front desk agent said "do you know that our elevator isn't working?" I don't know how I was supposed to know if the hotel wasn't notifying guest on their own. So we had to climb the stairs with our luggage. Once in our room, for about an hour straight I listened to children running up and down the hallway playing and people standing in the halls having full conversations. I went downstairs and complained. The front desk agent stated that it was a soccer team that was all on the 2nd floor and all the other guest had complained as well and I was only there for one night so did I want to move higher up. I told her no. I have asthma and shouldn't be subjected to the options of having to deal with a noisy hall or climbing up/down multiple flights of stairs. This aggravated our entire night so we chose to stay in. The next day, I was getting dressed and housekeeping walked in. When she saw me she immediately closed the door and then knocked. She asked me was I checking out while speaking Spanish to her co-worker. After that, I was just in a rush to leave. So at 1pm I left out. I realized I left my Apple Watch and tried to go back in the room but my keys were already deactivated. I met someone in the staircase who didn't speak English, so I went all the way downstairs to the front desk. She re-activated my keys and when I got back up the stairs, it still didn't work. This happened three times. On the 4th trip to the desk, she said she was coming. She tried a key 3 times and it didn't work. So she tried the 2nd key and it worked. She walked off without saying anything. This entire experience is unacceptable.
Business Response
Date: 08/11/2022
Resolved with guest.Initial Complaint
Date:08/09/2022
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 reserved 3 rooms on 5/21/22 for a stay on 6/24-25/22 in which my **** was charged 4 items after learning that a 4th room no-show was issued. I called the Hyatt ***** # on the 6/25/22 to confirm that 3 rooms were in fact booked on their review and only after learning at the hotel upon check-in that there was reference to a 4th room on the reservation that was supposedly booked on 6/15/22. I did call Hyatt on the 15th to ask for an early check-in. There was never a requestor authorization to book another room, nor a record of such after speaking to Hyatt customer service on the 25th. I called the local hotel and left a voicemail after speaking to central Hyatt services. No call was ever returned. 8 weeks later, the hotel is asking me to prove that I cancelled this ghost 4th room that I never booked. They also have provided no receipt or other itemized documentation of the stay. My request for an itemized invoice remains unmet. This hotel has charged my credit card for unauthorized charges, not supported their charges, and has not responded to my requests for more information. Instead, has tried to ignore and redirect.Business Response
Date: 08/18/2022
Guest has been refunded and information provided.Initial Complaint
Date:08/09/2022
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.
***************************** <****************************>12:23 AM (17 hours ago)to ***************** evening ****, how are you? Thank you. I am contacting you regarding who I should contact. We went down for the weekend and after a long nap I just finished unpacking and noticed one of my Chanel handbags is missing. I am uncertain when it happened. We ended up having a few teams visit the suite due to lack of cleanliness for the first two days. I actually have photos of the carpet. The first gentleman came in when I was in the suite so I knew it wasn't him. We had the ******* bring the luggage up and return it to the vehicle at departure. A second set of cleaning team came and did another shampoo and carpet freshener. The second day was a sewage odor that was addressed. I know I had the bag on arrival now that I think about it so the ******* on arrival was not invvolved. If you could please point me in the right direction it will greatly be appreciated.**************Business Response
Date: 08/16/2022
Hotel management has escalated to their insurance company.Customer Answer
Date: 09/12/2022
Complaint: 17695331
I am rejecting this response because:Your assessment was incorrect. I never received a response from the business. The BBB closed the file prior to any communication I received. I am again requesting that the case is reopened.Dr. *****************************
Sincerely,
*****************************Initial Complaint
Date:08/08/2022
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.
Hotel reservation August 5-7 **** non refundable Hyatt Place ******** ** I was planning to attend a wedding on August 6 in ** and my flight from ************** on August 5 with ****** airlines 7:269 flight UA 657 was canceled and they could not offer my a flight for August 6. I could not get to ** and so on Friday August 5 I called Hyatt to cancel my reservation. I requested a partial refund or a credit but they told me because the reservation was non refundable, there was nothing they could offer me. I am very upset I missed the wedding and very upset that Hyatt would not provide a partial refund or at least a credit. I am a world of Hyatt member. I am requesting that BBB contacts Hyatt and helps me with some resolutionBusiness Response
Date: 08/11/2022
**************** contacted guest and provided a refund and sent guest updated copy of the folio.Initial Complaint
Date:08/01/2022
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 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: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: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: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: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: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,
*************************
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