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. has 632 locations, listed below.

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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 Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  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: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.

• Initial Complaint

  Date:07/11/2022

  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 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.