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.

close

Find a Location

Hyatt Hotels Corp. has 632 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  800 N Michigan Ave # 1 Chicago, IL 60611-2134

  
• 

  Hyatt Hotels Corp.

  100 W Monroe St Chicago, IL 60603-1967

  
• 

  Hyatt Centric Chicago Magnificent Mile

  633 N Saint Clair St Chicago, IL 60611-3234

• 

  Hyatt Hotels Corp.

  9805 Q St Guess Service Omaha, NE 68127-3273

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:12/10/2025

  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.

  G66211625T is my Hyatt number. As a regular at the Hyatt hotel chain I received a milestone award this year. I still have an active milestone award from last year since when you receive them they're good for 14 months. The email I received from Hyatt about the milestone reward did not highlight the fact that they expire in 90 days if you don't choose them. When I did click on the link to choose my award I evidently was two days late. I never dreamed the possibility to choose an award would expire before the end of the year. Below you can see the email that I received 10/29/25. As you can see there's no highlighting the fact that the award expires in 90 days unless you click on the program terms and read all the way through those. I'm asking that I'll be allowed to choose my milestone awards because I think they do not make it very clear that you only have 90 days to choose. They hide it rather than making it up top or at least putting an expiration date at the beginning."Get ready to treat yourself Your Milestone Rewards are waitingand they will make your next journey so much more enjoyable. Visit your account soon to choose your award before time runs out. CHOOSE YOUR AWARD Please refer to program terms for complete details.Awards that are yours to gift You can celebrate someone special by gifting them your eligible awards. To do this or to track your Milestone Rewards progress, log in to your account on REMOVEDor in the World of Hyatt app."Thank you REMOVED

  

  Business Response

  Date: 12/15/2025

  Guest has been contacted, and resolution has been found. 

  Customer Answer

  Date: 12/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/07/2025

  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 am filing a formal complaint regarding my recent stay at the Hyatt Hotel. During my stay on 11/27/25, I experienced unacceptable room conditions and a lack of concern from the hotel staff.When I returned to my assigned room late in the evening, I discovered that the room was full of ladybugs. Because it was so late and I was extremely tired, I was unable to change rooms at that time. As a result, I had to sleep in a separate room that was reserved by another family member.The next morning, I reported the issue to the front desk. Unfortunately, the staff member showed no interest, offered no apology, and demonstrated a complete lack of concern regarding the unsanitary condition of the room and the inconvenience it caused.This experience was disappointing, unprofessional, and far below the standards I expect from a Hyatt property. I am requesting an appropriate resolution, such as a refund or compensation for the room that was unusable due to the infestation and for the poor customer service I received.

  

  Business Response

  Date: 12/15/2025

  The guest has been contacted, and a resolution has been found. 

  Customer Answer

  Date: 12/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/05/2025

  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.

  On the morning of December 3, REMOVEDRoom 413 at the Hyatt House downtown REMOVED, REMOVED. There's also an abrasion under his chin from convulsing. He was treated at the REMOVED. The manager of the Hyatt House downtown REMOVED, Ga was notified and an incident report was written. I've requested this incident report be forwarded to my insurance company at /// REMOVED/// (CC'd) then forwarded to /// REMOVED/// . The management has withheld the incident report for a total of 2 days. My travel agent is awaiting a response from this manager to process my claim. The Hyatt House has not given any documents to my travel agent or insurance company to process my claim. I am requesting the entire incident report be released to me at /// REMOVED/// and a full refund of $1,038.20 be returned to me.

  

  Business Response

  Date: 12/15/2025

  Hotel's executive management has been in contact with the guest and is working with the guest to submit the guest's complaint to their insurance due to the nature of the complaint.

  Customer Answer

  Date: 12/16/2025

   
  Complaint: 24233136
  

  
  I am rejecting this response because: Hyatt House downtown REMOVED, Ga attached my refund of $1,038.20 to a medical release of harm for any current or new issues related to the December 3, 2025 incident document that harmed my baby. They refuse to print out a detailed list of charges to my Hotel Room 413 associated with my stay at Hyatt House downtown REMOVED, REMOVED. I was supposed to stay November 29, 2025, through December 4, 2025, but the incident occurred December 3, 2025, and my stay was not completed. My refund was not issued. My REMOVED4852 was charged anyway for $1,038.20 even after I left on December 3, 2025. My family has not received any compensation from this incident. I have no refund. 
  
  Sincerely,
  
  Tiaraha REMOVED

  

  Business Response

  Date: 12/19/2025

  Hotel's executive management has been in contact with the guest and submitted the guest's complaint to their legal team due to the nature of the complaint. Guest booked a third-party reservation and has been advised to contact third-party for the request of the folio.

• Initial Complaint

  Date:12/05/2025

  Type:Order 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.

  We stayed at Dreams Natura REMOVEDCancun from November 1317, 2025. We paid $2,136 for a REMOVEDMaster Suite Ocean View, a premium rate specifically tied to a full ocean view feature.This trip was part of our wedding celebration, and we intentionally upgraded to this room category to make the experience special.Instead, we were placed in Room 1400, which has a significantly obstructed view due to the hotels waterslide and zip line structure blocking the ocean. The ocean cannot be seen clearly from inside the suite or the terrace, directly contradicting the advertised features and photos of this room category.We immediately raised the issue and provided photos. The hotel acknowledged the view was obstructed but stated views are not guaranteed and refused any fair resolution. If a view is not guaranteed, then the hotel should not be selling a premium-priced Ocean View room category. There is a Partial Ocean View category for obstructed rooms which we did not select.We paid for a premium service that was not delivered, and the hotel refused to correct or compensate for their failure.This is a textbook case of: False Advertising Unjustified Denial of REMOVEDRefusal to honor reasonable and documented complaint We have:Photos of the actual obstructed view provided Email records showing the hotel denied resolution Receipts confirming what we paid for Resolution Requested:We request one of the following: A refund/credit reflecting the downgrade from the Premium Ocean View category Any monetary compensation that reflects the misrepresented room and lack of resolution We genuinely attempted to resolve this directly with the business and were denied.Thank you for your time and assistance in addressing this business practice that misleads consumers who are paying for specific room features.

  

  Business Response

  Date: 12/15/2025

  The guest has been contacted, and a resolution has been offered. 

  Customer Answer

  Date: 12/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVEDL

• Initial Complaint

  Date:12/05/2025

  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.

  Complaint Against Hyatt Place REMOVEDfor Mishandling and Destroying Guest Property To the Better Business Bureau,I am filing a complaint against Hyatt Place REMOVEDfor improperly removing and discarding all of my personal belongings while I was still a checked-in guest, and for failing to provide an adequate resolution.What Happened I checked into Hyatt Place REMOVEDon December 3rd with two reservations, which the front desk combined into one room for a two-night stay.On December 4th, when I returned around 5 p.m., my room key stopped working.After getting a new key, I opened the door and found another guest already in my room.The hotel informed me that all of my belongings had been cleared and thrown away by housekeeping.The hotel never contacted me, and according to standard hotel policy, items should be placed in REMOVEDnot discarded.Items Lost (Estimated USD REMOVED)Arcteryx jacket $800 REMOVEDsmartphone $1,000 Electric toothbrush + toiletries $140 Underwear + socks $120 Hotel Response The manager admitted the items were discarded but offered no immediate solution.Hyatt Corporate said the property has final authority, leaving me without support.I have filed a police report due to the seriousness of the incident.Requested Resolution 1. USD REMOVEDcompensation for the lost items 2. Full refund of my two-night stay 3. Written explanation from Hyatt Place REMOVEDThank you for your assistance.Sincerely,Mr. REMOVED(REMOVED)World of Hyatt Member: REMOVEDW

  

  Business Response

  Date: 12/17/2025

  Guest's concerns have been escalated to the appropriate management team who has been in touch
  with the guest and a resolution has been found. 

  Customer Answer

  Date: 12/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/04/2025

  Type:Order 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.

  Dear Better Business Bureau,I am submitting this formal complaint to your office to request mediation in my ongoing dispute with REMOVED, as I have been unable to resolve the issue directly with the timeshare REMOVEDbriefly explain my ordeal, I have been trying to resolve this issue for nearly two years. The situation began with a sales presentation that felt coercive and resulted in my signing up for a timeshare under misleading pretenses. The promises made about flexibility, resort quality, and the ability to sell back the timeshare have unfortunately not materialized.This experience has caused significant financial and emotional strain. The unexpected costs and the difficulty in using the service have created a heavy burden, and I simply wish to find a fair resolution. The core of my request is the cancellation of my contract, based on the deceptive practices I encountered.I simply cannot afford to keep up with the timeshare. Its a significant struggle to make the monthly payments and cover vacation expenses. All things considered, this is not the experience that was sold to me. The process of booking and point accrual is too difficult to keep up with. Your intervention in this matter and your support would mean the world to me.Thank you for your time and understanding. Please feel free to contact me at REMOVEDif you require any additional information.Sincerely,REMOVEDContract number: P-302342 - REMOVED

  

  Business Response

  Date: 12/15/2025

  The guest's concerns were escalated to the executive management of the appropriate team to
  address.

  Customer Answer

  Date: 12/17/2025

   
  Better Business Bureau:
  
  

  Thank you for your mediation in this matter. I have reviewed the response made by the business in reference to complaint ID REMOVED. I look forward to the executive Management addressing our concerns.
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/01/2025

  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.

  Hotel stay from Saturday August REMOVEDPaid REMOVEDonline And REMOVEDat hotel. We experienced several issues. First was the lack of knowledge for parking. We were told on the phone if we paid for valet, it would be 75$. I asked if that was going to be total if we were there from 8am Saturday until 5pm on Sunday. When we arrived we were told that was not the case. And we ended up paying 120$ Upon checking in, we went up to our room. There were several issues. Some of which were discussed with staff during the visit. Others were not. -mold on air conditioner vents, which caused issues with my husband's asthma. -mold/dirty shower, hair in it -blinds did not work properly and we could not open them -no ice bucket in room -tv didn't work half the evening I jave been in contact with the hotel several times, and he said he would include me in the correspondence with REMOVEDand I have not heard a word from him. I have reached out again and he said they arent responding. I told him exactly what they said the needed to process the refund. Again nothing. I also called hyatt and spoke with someone there, who i also read the email from super listing exactly what they needed at REMOVED. and again I have heard nothing. It has been dragging on for months. And I have had enough. I have included photos of the air conditioner, shower, tv, and blinds. As well as screenshot of how much I paid. And some of the correspondence with super and and the management from REMOVED. And the call log from the times I have called the hotel to check on what's going on.

  

  Business Response

  Date: 12/10/2025

  Hotel completed refund to third party booking company and guest has been advised to contact third party for refund.

• Initial Complaint

  Date:12/01/2025

  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 stayed at the Grand Hyatt REMOVEDunder Confirmation Number REMOVEDfor two nights. The room was not in usable condition. The shower did not drain properly throughout the stay, the removable shower head did not work, and on the morning of checkout the shower became completely unusable. This made the room uninhabitable and caused a significant delay in my scheduled departure. A functioning shower is a basic necessity that I paid for and did not receive.I contacted Hyatt REMOVEDand the CEOs office. I only received responses after following up twice. Hyatt REMOVEDstated in writing that if I preferred a full refund, they would reach out to the hotel on my behalf. I confirmed in writing that I was requesting a full refund. At no point did REMOVEDindicate that the refund was contingent or that the hotel could refuse it. They presented it as an available option.Later, Hyatt reversed their position and claimed that no refund would be issued, despite having offered the refund pathway and despite the room not meeting basic living standards. This reversal is inconsistent, misleading, and unprofessional.I was first offered REMOVEDpoints, which does not cover even one night of my stay. Then REMOVEDpoints were offered, which still does not cover the cost of the two nights I paid for. I declined all point offers, as points do not remedy the fact that the room was not functional and did not provide the services contracted at booking.Hyatt has now stated that no refund will be issued and that the case is closed, even though the room was unusable and despite previously offering a refund option.I am requesting a full refund for the two nights, as the hotel did not provide a habitable room or the services that were paid for.

  

  Business Response

  Date: 12/07/2025

  We investigated this matter fully with the assistance of hotel management and Hyatt hotels supports the hotel's handling. The hotel issued compensation we feel is fair and equitable.

  Customer Answer

  Date: 12/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/01/2025

  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.

  Coffee maker did not work missing a piece. Ask for sheets to be changed putt dirty sheets on bed. Stain on couch. My book bag was moved and open to cover the spot of the stain. Breakfast food is terrible if I can get all my money back but the quality of service is terrible

  

  Business Response

  Date: 12/03/2025

  The guest has been contacted and a resolution has been found. 

• Initial Complaint

  Date:11/30/2025

  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.

  Hyatt Place REMOVED/REMOVED(REMOVED) on November 2930. This was my first time ever staying at a Hyatt hotel, and the experience was unsafe, unsanitary, and violated Hyatts policies and consumer-protection REMOVEDroom had no working heat during freezing 31 weather while it was snowing. The thermostat showed the heat was on, but no warm air came out. I reported this several times from the night of Nov 29 into the morning of Nov 30. I was traveling with minors and we were forced to wear coats inside the room because it was extremely cold.Two staff members told me they were the only person at the front desk and could not leave the desk to come upstairs. No one ever attempted to check the room or fix the heat. Despite the unsafe temperature and multiple complaints, I was only offered REMOVEDHyatt points, which is not an adequate resolution. The bedding was filthy with visible stains on the sheets and pillows, making them unusable. This made the room both unsanitary and uninhabitable, especially combined with the freezing temperature. These conditions violated Hyatts own standards requiring clean, safe, and habitable guest rooms. The hotel also failed to take reasonable action after I reported serious health and safety concerns involving minors.Additionally, the following laws and protections were violated: Pennsylvania Unfair Trade Practices and Consumer Protection Law (UTPCPL). Implied Warranty of Habitability hotels must provide heat and sanitary conditions. Innkeeper Duty of Care obligation to maintain safe premises. Negligence the hotel was notified multiple times and did nothing. Because I was out of state with minors in freezing weather, I had no safe option to leave.I am requesting a full refund and compensation for the unsafe freezing conditions, unsanitary bedding, emotional distress, and lack of proper response from the staff. I have photos, videos, timestamps, and additional documentation.

  

  Business Response

  Date: 12/09/2025

  Guest has been contacted, and additional compensation was given. 

  Customer Answer

  Date: 12/09/2025

  Thank you for your prompt response and for arranging REMOVEDWorld of Hyatt points as a goodwill gesture. I appreciate you following up on my case.
  
  
  However, I need to express that the REMOVEDpoints do not come close to compensating for the issues that occurred during my stay at Hyatt Place REMOVED/REMOVED. During our visit, my children and I were without proper heat for two consecutive nights in freezing weather conditions. We were forced to sleep with our coats on because the heating system never operated properly, despite multiple complaints.
  
  
  Not only did I report the heating issue multiple times, but I received no meaningful assistance from the hotel staff. Not a single maintenance team member ever came to our room to assess or resolve the heating problem. When I went back to the front desk for assistance the following morning, the front desk representative asked who assisted me the night before. After I identified her, the morning staff member informed me that the woman from the previous night was being terminated. This information was irrelevant to my situation and unprofessional to disclose, and it did not address the lack of help or responsiveness we experienced during our stay.
  
  
  Upon arrival, we discovered that our room had dirty pillowcases, stained bedsheets, no towels, and what appeared to be an unknown fluid residue on the bedding. As a mother traveling with children, this was extremely unsanitary and not reflective of Hyatt brand standards.
  
  
  Additionally, I reserved a room with queen-size beds, yet we were given two extra-long twin beds. When I questioned this, the front desk representative stated it was considered their standard queen room, despite the fact that the bed dimensions clearly do not reflect queen-size measurements. This caused further discomfort and required rearranging our sleeping arrangements.
  
  
  This was my first experience staying at a Hyatt, and unfortunately it was stressful, uncomfortable, and far below reasonable expectations. While I understand that a staff member may have faced internal consequences, that does not change the experience we endured or address the inadequate assistance received at the time.
  
  
  Although I appreciate the gesture of REMOVEDpoints, it is important to note:
          REMOVEDpoints is not enough to reserve even a one-night stay at a comparable Hyatt property, and
          I do not wish to return to the King of Prussia location, given the mishandled concerns and unaddressed issues.
  
  
  To resolve this matter fairly and restore my confidence in Hyatt, I respectfully request one of the following:
      1.    A complimentary two-night stay at a different Hyatt property of my choosing, OR
      2.    An equivalent number of World of Hyatt points sufficient to fully cover a two-night stay at a comparable Hyatt location.
  
  
  My family and I were traveling from out of town, endured significant discomfort and unsanitary conditions, and slept without proper heat in freezing weather. A two-night stay or sufficient equivalent points would more accurately reflect the severity of our experience and uphold Hyatts commitment to guest well-being.
  
  
  Thank you again for your time and attention. I look forward to a fair resolution that reflects Hyatts dedication to guest satisfaction.
  
  
  Warm regards,
  REMOVEDStills