Complaints

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:04/22/2025

  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 am Hyatt Globalist Elite and was deeply disappointed by the services and treatment I received at my stay at Hyatt Place Kyoto, April 13, April 14 15, April 16.
  Due to a failure of air conditioning at previous hotel, I was forced to make an emergency booking late at night on April 13. The Hyatt mobile app showed availability for a continuous stay from April 13 through April 17. To confirm this, I directly called the front desk at Hyatt Place Kyoto and spoke supervisor named *********, who assured me room available and urged me come. Upon arrival, I was forced into a series of disjointed nightly reservations, requiring me to check in and out repeatedly during my stay . ********* demanded me 12pm second day with luggage at front desk to check-out, and wait to 4pm to check back. Even basic hotel can coordinate guests' several reservations in one reservations-despite my globalist status, which should have afforded more flexible accommodation. The next day, I was compelled to cancel major activities and rushed back at 12pm to check out and waited till 4pm, just to move room, which severely disrupted my itinerary and caused unnecessary stress, and made the entire experience unacceptable!
  
  The Staff showed no empathy, offered no assistance, and refused to coordinate reservations, or assist with basic needs such as calling a taxi. My Globalist status was disregarded entirely, and I believed the supervisor and/or manager may have deliberately blocked access to a continuous stay.
  
  This is not acceptable treatment for any guest-let alone a Globalist. Loyal Hyatt guest should have warranted greater consideration and services.
  
  I am seeking an official review. apology, and appropriate remediation:
  1. A formal investigation and accountability from Hyatt Place Kyoto.
  2. An Apology from Hyatt Hotels Corporation
  3.Compensation for the disruption and poor service. refund me whole cost 38,000 points
  4. A review of how Hyatt handles globalist reservations in emergency situations.

  

  Business Response

  Date: 04/30/2025

  The guest has been contacted; however, we have not yet received a response.
  

• Initial Complaint

  Date:02/17/2025

  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.

  My wife and I checked into Hyatt (******** ********) on February 7, 2025 and multiple times they said our card was declined so we ended up paying cash, when we arrived home and pulled up the card, it indeed went through. Thankfully it was refunded to card. When we got up to our room which was suppose to be a corner suite, IT WAS NOT A SUITE!!!! It was the size of our study and everything in it was for sale! Shampoo, conditioner and body wash $60.00 each if you use them, fridge loaded with alcohol and drinks for sale. Removed items to put in our own drink's only to find out the fridge did not cool. AC was not cooling properly, had to sleep hot all night. Our daughter and son in law was going to use the pullout bed until they pulled it out, only to find blood stains on the mattress. How disgusting!!! We decided to check out of this hotel and go to one we had stayed at previously, that was now available. We said we would not complain we would just walk away and enjoy the rest of our trip. Enjoyed the rest of our trip. Once we arrived at home we pulled up the card to check charges after being told the card was declined multiple times, only to discover it was not and they had also charged a $250.00 smoking in the room fee. That room was NEVER smoked in. Housekeeping said they found cigar wrappers in the trash can. Our stay was very unpleasant and after getting home and discovering the $250.00 smoking charge for something we did not do and management refusing to refund. We feel we had to let it be known what a horrible hotel this is. Please read reviews of hotels before staying there. This is by far the worst hotel in Savannah, Ga. I would recommend staying at **** ******* *** ** **** *** ***. ******** ******** will go through your trash and accuse you of things that did not occur and charge you for it. Please, please read the reviews of this hotel before staying there. I wish I had. BEWARE of what you throw away, they will go through your garbage.

  

  Business Response

  Date: 02/23/2025

  The guest has been contacted, and each of his concerns were addressed. 

• Initial Complaint

  Date:11/21/2024

  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 am writing to file a complaint against Hyatt Breathless Resort & Spas regarding an issue I encountered during my stay. My room 2208 experienced severe flooding due to a leaking ceiling. Despite notifying the resort staff, the situation was not resolved in a timely or satisfactory manner.
  
  This incident caused significant disruption to my stay and raised concerns about the resort's maintenance and customer service practices. I am seeking assistance in addressing this matter and ensuring that the issue is properly handled.
  
  I have contacted the company several times, however I haven’t heard from the anyone.
  Thank you for your attention to this complaint.

  

  Business Response

  Date: 12/01/2024

  We have escalated the guest's concerns to the inclusive collections team and hotel management. They have contacted the guest directly to resolve. 

  

  Business Response

  Date: 12/10/2024

  The hotel has contacted the guest and has offered compensation to which they believe is fair for the inconvenience caused. We stand by the hotel's decision. 

  Customer Answer

  Date: 12/13/2024

   
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because: Because the flooding occurred over two days not just 1.
  
  
  
  Sincerely,
  
  
  ****** ****

  

  Business Response

  Date: 12/22/2024

  The guest concerns were escalated to the appropriate management team to address. We have confirmed they have been in continuous contact with the guest. The guest was offered compensation by the hotel, and we have given additional compensation that we feel is fair for the situation described. We support the hotel's handling of the situation.

• Initial Complaint

  Date:11/19/2024

  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.

  August 22, 2024 - ****** *** *** was booked and confirm ******* (44K points deduct)
  Nov. 3rd, 2024 - Gemma Oh (Guest Care Support) stated I am writing to inform you that the hotel you reserved, ******* *** ***** will be closing as of November 1st. While your existing reservation (#*******, OBH*********35304) is expected to remain in place, we regret to inform you that we cannot guarantee its continuity as the property will be transferred to a different company.
  Nov. 12, 2024 - HUONG HUYNH (Reservations Supervisor newly rebranded Legacy Mekong) stated We kindly ask that you request our partner, Mr. and Mrs. ***** to cancel this reservation accordingly.

  

  Business Response

  Date: 11/20/2024

  Guest has been contacted, and the requested resolution has been processed. 

• Initial Complaint

  Date:01/18/2024

  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.

  Without question THE WORST experience I have had at a hotel in a long, long time if not EVER. I wish somebody had written a thorough, honest review as this so I could avoid setting foot in this hotel and this particular location. I honeslty hope I can save someone the horrible experience.
  The Hotel may have been a ‘luxury hotel’ at some very distant point in time, but what it is today most certainly IS NOT A LUXURY hotel or experience at all, not even close.
  
  The worst service in history, and not as an isolated event, but in EVERY moment of our stay even from check-in, both at the Main House where we stayed, and at the Beach Club. We stayed here for a long 7 nights, 8 days and every day was worse than the last. We gave them so much room for improvement, honestly had so much patience, tried to have the best time considering all and never a bad attitude, if anything always being polite and giving them fair and informed feedback. My dad bless him, always expecting them to improve. This never arrived, adding also that Hyatt Concierge customer service line absolutely useless to shift us or provide us with ANY sort of solution whatsoever all-stay-long.
  
  Needless to say, Playa del Carmen as a location has become so trashy, uninhabitable, with noise levels beyond anything everywhere you go, let alone disgusting in every sense of the word. The service even at ‘high-end restaurants’, the people, the shops, the general ambience. Overstimulation everywhere, lights, cheapness, unsurmountable levels of noise even in the hotel; nowhere to rest and relax, not the beach club, certainly not the ‘awesome rooftop terrace’.
  
  Daily were amenities missing from the rooms, even things as basic as a bath rug for 3 days in a row; coffee and water not replaced ever until I had to specifically ask for them repeatedly. My room was not even made on one day and I only found out when coming back from a long day out at 6pm when I had to call to have it done.
  This hotel is so run down, old, management so lacking, hence service even more so. The food took forever every single day, not a single cup of decent coffee because the coffee machine at the restaurant was supposedly in repair so always either super watered down, burnt or cold. Everyone always got their food at different times at our table during breakfast there (which we had already paid forward with our stay so why would we have to be forced to go pay extra somewhere else to have better), always an ongoing uncomfortable, disappointing experience.
  
  The beach club is disgusting, uninviting, you don’t want to lie anywhere, terrible service too, horrible ear-piercing music and level of noise. Mind you, the terrible service is not due to terrible servers, the poor guys look exhausted, running around like headless chickens, some even constantly and honestly apologizing while wiping the drops of sweat from their forehead because they know their service is suffering as they are severely understaffed. ALL this is due again to the TERRIBLE management that is palpable everywhere. Honestly 1 server and 1 bartender for a complete bach club, same for the rooftop restaurant at rush times like breakfast – in High Season, during the Christmas holidays.
  
  Either THE UNPROFESSIONAL CHILDREN they have as managers don’t have the training or brain to plan for sufficient staff to give anyone a good service or Hyatt as a company is literally not providing sufficient support, training or even budget? Zero quality control over who they hire either as their so-called GM is a kid with ZERO presentation, ZERO education, ZERO professionalism, ZERO proactiveness. I have been lucky enough to have stayed at many luxury hotels, this is NOT by any chance either a luxury hotel nor luxury service at ANY level.
  
  On the last night I couldn't even get back into my room after a long day and dinner because the battery or programming on the door lock faulted - it took them 1.30Hrs hrs at 10:30 pm to fix it, having to climb through a bothered next door neighbor's balcony to get in and barge it open from the other side. Liability, emergency anyone? Ant then the kid manager gives us attidue? Seriously? After 8 days of frustration build-up after all their fails, really? Again, this is a hotel that does not receive appropriate maintenance, hence something like this even happened! Again, a result on him and his terrible management!! And then HE takes it as an insult?
  
  The site, the location. Gosh the view from ANY room is incredibly terrible – the hotel is located on top of a shopping center; out of your good-for-nothing balcony, you are either looking into the shopping center and being looked into from the escalators below, or you are looking into a run-down shanty roof top. The beachfront is not even private as in a luxury hotel would – the ambience is horrible: ambulant musicians, sellers, picnickers, drunks everywhere as part of the view and the party.
  
  So much for a beach location, so much for trying to relax at any moment, I think this expecting way too much.

  

  Business Response

  Date: 01/28/2024

  The guest has received points and we contacted them to offer a partial refund as well. No response was received from the guest. 

  Customer Answer

  Date: 01/29/2024

  Hi, I did reply to Hyatt immediately after being contacted. On Jan 24 I was contacted by **** ********, Front desk Supervisor at Thompson Playa del Carmen, then on Jan 25 I was contacted by an agent from Hyatt customer service separately. **** ******** offered a refund of half of my stay, where I politely responded that he kindly reconsiders to provide me with a full refund instead as I consider the severity of the situation and conditions I was put under offers - I have still not received a response from him. On the later offer by the Hyatt agent, it is not even 'a partial refund' like she mentions, it is merely a 300 usd credit to use through their website as credit. I consider this to be a mediocre, unfair resolution on their part and do not wish to accept only this, considering the severity of my complaint and how the conditions of their hotel affected my experience in its entirety. I do not think this is a fair resolution at all as I do not wish to ever stay at a Hyatt property ever again and this gives me nothing, but stays within their company's benefit and costs them literally nothing.

  

  Business Response

  Date: 02/06/2024

  The hotel is in contact with the guest and has offered a refund and points. 

  Customer Answer

  Date: 02/16/2024

  In response to the last update BBB received from the business, I can confirm they indeed offered a refund of half the total amount I paid back into my card and half of the total amount back in HYATT points - I have attached evidence of this email. I responded to them saying I would accept the offer but before, I needed to see an official tabulator for the calculation of the points just to make sure things were being fair. 
  

  **** ********, whom I had been exchanging these emails with, shared the instructions to check the Hyatt tabulator. Once I got back to him and mentioned as per what their website showed, the amount of the points would have to be recalculated to match the real amount of half the total amount I paid just like he said, he stopped responding. 
  

  Five people from Hyatt are copied in this email which was initiated by them and no one has responded, even though I have emailed multiple times stating this is the ‘second, third, etc’ time that I have reached out for a final response from them and still, no aknowledgement nor communication from Mr. **** ******** nor anybody in the thread. 
  

  I even sent my corrected bank details for them to issue the bank refund like Mr. ******** requested and still nothing, no confirmation nor continued response. 
  

   

  

  Business Response

  Date: 02/27/2024

  The hotel is in the process of refunding half her stay and the other half will be provided with points per the guest's request. 

  Customer Answer

  Date: 03/05/2024

  
  
  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. Can you please update me on the projected dates for both the refund and the application of the corresponding and corrected point amount as per my last communication and confirmation from **** ********.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:11/27/2023

  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.

  I booked a reservation with the **************************** for Breathless Cancun Soul Resort. My reservation *********. I booked with an **** ******. During that call I asked do y’all price match and he said yes plus $25. So he was able to price match my order based on what Expedia was offering. I have been calling for the last 2 weeks about removing ******** off of my reservation. The first rep tried to change my room to remove him. The next rep I told her she needed to call the resort to get the rate for one person for my room. ********* called me and told me that the resort got back to her and told her that the total would be $2487.46 for my package. She tried to make the change and then she came back and told me that because I have a price match that I cannot make modifications and that I would need to get the rate at current rate or cancel and rebook just to remove someone. She then said she cannot go against their policy and I said I do not see the policy or where it says I can’t make a change nor did **** at the time of me booking advised me that or I would have not booked. I ask for a copy of the policy and she sent me a link to the world of Hyatt for booking at Hyatt.com which is not who I booked through. I told per this website it says that y’all price match plus an additional 20% off. I said if y'all want me to adhere by this policy then I need the 20% off bc I was given the price match plus $25. I would like the call pulled for when I made my reservation with **** and I need this reservation to be corrected. I have been having multiple problems with this company and I’ve booked over 6 months in advance. I am tired of talking to multiple people and when I ask for a supervisor they say my call doesn’t qualify for one. I have other people booked for this trip and I will cancel all reservation because of this experience. I’ve also attached what I was priced matched at the time when I booked

  

  Business Response

  Date: 12/02/2023

  Guest was contacted and advised of terms and conditions.  Guest declined offered resolution. 

• Initial Complaint

  Date:02/23/2023

  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.

  Charged hotel stays after cancellation due to COVID-19.
  WOH: **********
  
  08/10/22
  08/25/22
  ***********************HYATT REGENCY *** ***** **********
  ** **********
  ******
  
  08/10/22
  08/25/22
  ***********************HYATT REGENCY *** ***** **********
  ** **********
  ******
  
  08/10/22
  08/25/22
  ***********************HYATT HOTELS ******* ********* ** ********* 
  09/25/22
  10/26/22
  ***********************HYATT ***** ***** **** ***** **** ** ***** **** ******
  
  I have cancelled each of these hotel stays through the Hyatt App prior to the deadline, however, I have been charged for these Hotel stays. Furthermore, this has been a recurring event as there are other hotel stays that I have been charged that are for a period outside of this time period that I have ultimately gone and paid for.

  

  Business Response

  Date: 03/05/2023

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:02/01/2023

  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 have been a Hyatt Globalist for years and always stay within the hyatt portfolio but things a going down hill with the globalist concierge service. I recently booked a high end trip to one of there new properties and the opening date has been delayed. I have non refundable airfare. I am out ********* of dollars and have been completely blown off by Anne ******** my concierge. The level of professionalism and knowledge of there own products is horrific. I asked to make a new reservation and she didnt even no the resort existed. Hyatt completely dropped the ball on hundreds of there most important customers and have left them with a very bad taste.

  

  Business Response

  Date: 02/11/2023

  Guest's concerns have been escalated to the appropriate management team who is currently working on a resolution with the guest.

  Customer Answer

  Date: 02/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  It was escalated to Kiera who is supposed to be a manager however its been over a week and wach time I call her she has a different excuse. This has been a nightmare and extremely inconvenient with no help.

  

  Business Response

  Date: 02/17/2023

  Guest has been contacted and accepted offered resolution.
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/18/2023

  Type:Sales and Advertising 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.

  Hi
  I have had several issues with Hyatt over the last year they are all related to the same problem.
  Hyatt's website does not have accurate information and misleads the customer
  
  Issue #1 when booking a room on points it says a cost per night so I transferred points in to book when going to book it says you don't have enough points but does not say what the shortfall is.
  Points can't be transferred out of Hyatt so I wa stuck I had to transfer in about *** more points again same answer I kept having to transfer in so I could book the hotel to not loose what I already transferred in it felt like I was down on the slot machine and had to cash out more money to keep playing if I knew the cost I would of chose an alternative.
  
  Issue #2 on a booked trip it said spa access would be included clear as day when I got to the hotel they didn't know what o was talking about and it created a big argument until it was resolved again misleading info online.
  
  Issue #3 after much travel I received an reward free club access upgrade after reading the terms and conditions provided to me I saw my hotel was not excluded I called to upgrade and I was told my hotel was excluded I spoke to a ********* customer care manager who admitted that in the terms and conditions I saw there was no exclusion but in the terms of the hotel which were not provided or shows to me it was excluded
  The information on the website did not exclude my hotel but they have some "hidden terms and conditions" that did very misleading
  

  

  Business Response

  Date: 02/14/2023

  Business Response /* (1000, 5, 2023/01/28) */
  Guest has been contacted with proposed solution and has not responded yet.

• Initial Complaint

  Date:12/17/2022

  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.

  On a 4 day stay to a *********** Hyatt property, the hotel refused to provide proper housekeeping services. The issue was escalated to the front desk staff and Hyatts customer service phone line as well as customer service web form. While the national customer service was helpful, the hotels response was contradictiatory from their earlier statements and dismissive.
  

  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 6, 2022/12/26) */
  Guest has been contacted by the hotel executive management team and compensation provided.
  
  
  Consumer Response /* (3000, 8, 2023/01/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My main complaint is the business misleading and misrepresenting the situation. Their response is a lie. They haven't compensated us. After not responding to BBB complaint or numerous other attempts, I reached out again and offered a resolution. They agreed in writing but haven't followed through. This company has serious deficits in truthfulness and business ethics.
  
  
  Business Response /* (4000, 10, 2023/01/11) */
  Guest has been contacted and a resolution was accepted.
  
  
  Consumer Response /* (2000, 12, 2023/01/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I had to follow up again, but they finally followed through with the resolution. I see this problem as resolved.