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.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  575 Memorial Dr Cambridge, MA 02139

• 

  Hyatt Hotels Corp.

  116 Riverside Ave Medford, MA 02155

• 

  Hyatt Hotels Corp.

  2 Van De Graaff Dr Burlington, MA 01803

• 

  Hyatt Hotels Corp.

  54 4th Ave North Waltham, MA 02451

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:07/12/2025

  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.

  Hello,I am writing to formally raise a serious complaint regarding a surprise charge I discovered after checking out of the hotel. I was charged for one day of breakfast, despite clear confirmation from both your customer service and the hotel staff that breakfast was included in my booking.On the first morning, I was stopped at the breakfast entrance. To clarify the situation, I immediately called your customer service in front of the hotel staff. Your representative confirmed on the phone that my booking included breakfast for three people. After hearing this, the staff member allowed us in and assured us that we could come back for breakfast the following day as ******* check-out, the front desk did not inform me of any breakfast charges. It was only later, when reviewing my bank statement, that I discovered this unauthorized charge. This is a textbook case of a surprise charge and frankly, it feels deceptive.What makes matters worse is that when I contacted your online customer service and the hotel afterward, both sides refused to take responsibility, claiming they could not do anything to resolve it. This is completely **************** cannot explicitly confirm in writing and over the phone that breakfast is included, then turn around and secretly charge the guest after departure. This behavior erodes trust and reflects extremely poorly on your ******* am requesting an immediate refund for the breakfast charge. This incident has not only caused unnecessary stress, but it has also severely damaged my experience with your service.Please resolve this as soon as possible.

  

  Business Response

  Date: 07/21/2025

  We have fully investigated this complaint along with hotel management and by reviewing recorded chats. The guest was given correct information and accepted compensation for the experience that we feel is fair and equitable. 

• Initial Complaint

  Date:07/12/2025

  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 checked in the Hyatt Regency Atlanta on 7/9/25-7/11/25. Upon check in they said they needed a card to hold for 150$ and if I didnt use any services I would be credited back upon check out. The charge is still pending on my card. I contacted the hotel and they said it would be next Friday!!!! Someone else has already checked in that room and being held 150$. Why do they hold my money that long? I didnt use any services and room was not damaged. I feel they are investing peoples money for interest earnings. Why else would they hold my card that long BUT tell me I would be credited on checkout. That is bad treatment of customers. I need that money, after paying 600$ for my stay.

  

  Business Response

  Date: 07/15/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:07/10/2025

  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.

  My company booked a business stay for *** TECH WEEK at the Hyatt Place *******/**********/**************** located at ***********************************************. Despite having a confirmed reservation, I have been told that no record of my stay exists.I stayed at the Hyatt Place *******/**********/**************** located at *********************************************************************************************************************************************** and I provided the following details to multiple staff members in an effort to verify my stay:My full name Dates: June 9-13 Confirmation number: 150107RA004181 Room number: 617 Floor number: 6 Description of staff I interacted with Details about the room, including the broken toilet Details of the system being down when checking in, so a paper debit authorization form had to be signed Despite all of this, I was told I had the wrong location even though the address I gave them matches the one I stayed at.I called to follow up, and my experience was completely unacceptable. The first representative I spoke with was difficult to understand because they were speaking far away from the phone. When I asked for clarification multiple times, they eventually said a manager would call me back at 3 PM. I never received that call.I called back and spoke with another representative, who again insisted that I had the wrong location and could not locate my reservation. I asked to speak with a supervisor and was told Id have to wait until Monday, June 30. When I tried to express my frustration, the representative accused me of being rude though she had been condescending and dismissive from the start. I have made multiple attempts to contact **************** including phone calls, chat inquiries, and messages through their website. I also reached out directly on LinkedIn. Furthermore, ******* customer support tried to engage with the hotel management but received no response. This lack of communication is unacceptable.

  

  Business Response

  Date: 07/15/2025

  Guest has been contacted, and resolution has been found. 

  Customer Answer

  Date: 07/15/2025

   
  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:07/10/2025

  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.

  What is going on? I got a call saying the hotel will now open on October 15th and they are sorry, a lot of blah blah blah about how they care about Globalists but nothing.I told them they can reaccomodate me at the ********** or Four Seasons in **** since they are compared in luxury to the new Park Hyatt. I also told the lady that called that I would take ******* points I used for this reservation so I can book it in the future and for disrupting my travel.I have flights, car rentals and everything already booked!This is not a way to treat your most "loyal" customers.Please review and escalate if needed.Thank you,*****

  

  Business Response

  Date: 07/18/2025

  Guest has been contacted and resolution has been found. 

• Initial Complaint

  Date:07/10/2025

  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.

  Dear Better Business Bureau,I am submitting a formal complaint against Hyatt Hotels Corporation regarding how they have handled my confirmed reservation at Park Hyatt Los Cabos (Confirmation #********), originally scheduled for August 30September 2, 2025. My booking was for a Premier Suite Ocean View.Due to the hotel's delayed opening, I was told I could move my stay to a later date. However, when I requested to the same room type on new available dates, Hyatt informed me I would have to pay significantly more or downgrade to a different room. I find this extremely unfair, given that the propertys delay was not my fault.I am seeking BBBs assistance to request that Hyatt:- Change the reservation date to May 2326, 2026 under the same original conditions; or - Provide an equivalent suite with no additional cost to me.This experience has been extremely frustrating and has undermined my trust in Hyatts loyalty program and customer service values.Sincerely, ***** **** Hyatt Confirmation #: ********

  

  Business Response

  Date: 07/20/2025

  Guest has been contacted, and resolution has been found.

  Customer Answer

  Date: 07/21/2025

   
  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:07/10/2025

  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.

  Dear Hyatt Regency Mission Bay Team,I hope youre doing well.I am writing regarding my recent stay (Confirmation #**********, Room 2016) from July 3 to July 4, 2025. Due to continuous illegal fireworks directly outside our room from approximately 1AM to 4AM on July 4, my family and I were unable to rest properly. I reported the disturbance to the front desk at the time and spoke with *******, who informed me that you were in contact with authorities. When we checked out at 8:30AM, Manager ***** kindly confirmed that we could cancel the remainder of our stay (originally scheduled for July 46) without penalty.However, upon review of the final folio, I noticed that we were still charged parking fees for three nights (July35), even though we only stayed one night. At checkout, we were explicitly told that only the July3 parking charge would apply.Could you please review and adjust the parking fees, refunding the charges for the nights of July 4 and July 5 (total $100)? A revised invoice would be greatly appreciated.Thank you for your prompt attention to this matter. I value Hyatts commitment to guest satisfaction and look forward to your *************** regards,Song **

  

  Business Response

  Date: 07/15/2025

  Guest has been contacted and resolution found.

  Customer Answer

  Date: 07/15/2025

   
  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,
  
  Song **

• Initial Complaint

  Date:07/10/2025

  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 booked a vacation stay between June 26, 2025 to June 30, 2025 And on July 2, 2025 the hotel charged my credit card for $163.33 which was an unauthorize charge. They said it was a mistake and that they would take care of the issue. After a week no refund has been issued and I've called the hotel directly and spoke with customer service and all they say is were sorry and someone will get in touch with you. no one has returned my call. I've reported this to my credit card company.

  

  Business Response

  Date: 07/22/2025

  The hotel has contacted the guest to address the charges. 

• Initial Complaint

  Date:07/09/2025

  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 had a reservation at the Breathless resort in ***********, *******. Booking ID: **********. I was double-charged for my stay. The first charge was posted on May 27th, 2025, for $2555. I am okay with this charge because this info was detailed in my reservation, which I booked. However, once I arrived at the Breathless resort on June 10th, 2025, to check in, the guy working the front desk who was checking me in asked about payment. I advised and showed him my receipt that the payment had already been taken on May 27th, but he stated that it was just a pending transaction, like a hold, and he needed to charge my card upon my arrival to complete the transaction. My credit card ended up being charged twice, but under different names. The first charge was on May 27th from "Hyatt Inclusive Collecti ************" for the amount of $2555. The second charge date is June 10th from "Secrets ***************************** ST. ***** JAM" for the amount of $2555.55. I never had a reservation with "Secrets Resort." I spoke with the Hyatt corporate department and filed a complaint; they provided me with a Case Number *******. I have been speaking with several agents at the Hyatt corporate office they also escalated my ******** was advised by "******** *****" that they contacted Breathless resort and established on June 30th that I was due a refund 0f $2555.55 for the double charge, which could take from 5 to 7days to credit my account. They also stated that someone from the resort would send me an email & a call in regards to the refund from "Supervisor *****" from the resort. I never received a call or email. On July 9th, I still haven't received a refund. I once again call Hyatt corporate office I spoke with ******* ************ ***** who is now taking charge of this issue they all advised that they see documentation about my card being double charged and I supposed to be issued an refund My credit card company also stated that they have received any info stating that a refund was being issued

  

  Business Response

  Date: 07/11/2025

  Guest has been contacted, and resolution has been provided.

  Customer Answer

  Date: 07/11/2025

   
  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:07/08/2025

  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.

  We booked a vacation to Secrets ************** for this year but we were sent an email that customer service was reaching out to us because they didnt know exactly when the new resort would be opening. We spoke with the customer service agent about our options and we chose to switch to Secrets ****************** and accept the Voucher to go to ******** next year. We started having issues with all our money being moved to our new booking. That went on for months and when I contacted the Better Business Bureau about it, the issue was fixed promptly and we were given Hyatt points. I knew then we were going to have an issue getting the voucher sent to us. I called months ago about the voucher and was told we would get via email once we completed our vacation. Of course that didnt happen. I called customer service a week ago and was told a supervisor would call me back. This never happened and this is the service I have started getting used to. Emailed hyatt and was told I needed to call the St. Lucia property. I called and was transferred to the manager on duty and the phone rung and then hung up. My issue has yet to be resolved. It should not be this difficult.

  

  Business Response

  Date: 07/15/2025

  Guest has been contacted and advised of the timeline to receive the voucher.  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23572771
  
  I am rejecting this response because the issue has not been resolved. There were multiple chances for Hyatts customer service to state that we the timeline was 30 days for the voucher to be sent but instead I have been getting the run around. So until the voucher is emailed on the 26th the issue is not resolved. Its seems like customer service is working against each other instead of together and no one knows exactly who is supposed to be handling what. I dont want to have to constantly reach out to the better business bureau to get a resolution when customer service should be able to resolve most issues. If this is how the service was at your resorts people would not return but lucky for you the service at Secrets ****************** was top notch. Someone needs to take note and streamline the customer service interaction. 
  
  Sincerely,
  
  ******* ******- ******

• Initial Complaint

  Date:07/08/2025

  Type:Order 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 5/29, I made a confirmed reservation at the Grand Hyatt ********************** Resort (Confirmation #*******) for a New Year's stay from 12/30/25, to 1/5/26. This booking was for two rooms, accommodating two adults and three children, and was made using World of Hyatt points as a "STANDARD ROOM FREE NIGHT" award. My World of Hyatt Membership Number is 555423649K.On 6/27, I was notified by Hyatt that this confirmed reservation has been unilaterally cancelled by the hotel. The reason provided was that the hotel is changing hands to another group.This cancellation is highly problematic and unacceptable, especially given the timing. New Year's is a peak travel period, and it is now extremely difficult, if not impossible, to find comparable alternative accommodations in ********************** for these dates. Any available options are at a significantly higher cash cost, creating an unforeseen and substantial financial burden for my family.Hyatt's proposed resolution of only 25k courtesy World of Hyatt points per room is grossly insufficient. This amount does not reflect the value of the original points used (348k points - which were refunded), nor does it compensate for the significant increase in cost to rebook during this high-demand period (estimated cost difference of $5,000+), or the considerable inconvenience and disruption to our holiday plans. As a loyal World of Hyatt Globalist member, I expected Hyatt to uphold its commitment to confirmed reservations, particularly when the cancellation is initiated by the hotel due to its own business decisions. Hyatt was presumably aware of the impending change of ownership when my booking was accepted.Desired Resolution:I am seeking the following resolution from Hyatt Hotels Corporation:Substantial cash/points compensation to cover the documented difference in cost for securing comparable alternative accommodation for the New Year's period.I have attached copies of my booking confirmation.

  

  Business Response

  Date: 07/18/2025

  Guest has been contacted and resolution found