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Business Profile

Hotels

Hyatt Hotels Corp.

Complaints

This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hyatt Hotels Corp. has 632 locations, listed below.

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    Customer Complaints Summary

    • 1,034 total complaints in the last 3 years.
    • 427 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/29/2024

      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.
      I booked a one-night stay at this local hotel due to an event I was attending and the fact that I had a flight to catch in the morning. I checked in on 9/23/23. Although I completed the online check-in sent to my email/ app, I was unable to check into my room. I spent almost 30 minutes in line waiting to check-in. When I finally got to my room, the bathrooms were unclean and the room was completely unlike the beautiful room I viewed online. The room itself was dirty and dingy looking. I chose one of the higher cost suites so this was disgusting. After attending my event, I returned to the hotel. I returned around 9:30 PM and was exhausted. I became physically unwell upon returning to my room. I called the restaurant (which was packed when I walked into the lobby earlier) and no one answered. I was extremely hungry and wanted room delivery (another service described on their website and in the pre-arrival letter I received via email). After numerous attempts, I called the front desk and was told they could not accommodate room service at that time. I forced myself to go to the mini restaurant where I purchased the most disgusting mini pizza. Nonetheless, I needed sustenance so it was what it was. I went to sleep that night and woke up that morning with numerous bites on my body. I pulled back the covers and found a few spots of blood - sign of bedbugs. After breakfast in the restaurant downstairs (which was the only redeeming thing about the hotel) I had to check out but wanted to discuss it at the front desk, after waiting several minutes, no one was available (they were helping other guests). I had a flight to catch so I dropped my room key in the dropbox and left. I attempted to contact the hotel to share my experience and get a refund but no calls were returned. I also left a review and received a reply. When I followed up, my call was again unreturned and review was no longer there. I'd like a full refund for the nightmare evening I spent at this hotel!!

      Business Response

      Date: 05/09/2024

      ***** has not responded to the attempts made by the hotel to speak with her.   

      Customer Answer

      Date: 05/15/2024

       
      Complaint: 21643122

      I am rejecting this response because:

      Id like to keep this complaint open since its still in progress. I was contacted by the assistant director and director of operations but the emails made it to a different folder (promotions folder). After receiving this notification from BBB, I was able to respond to both parties and a third party (from guest care support). I included my phone number and availability to speak with either the **** or director tomorrow if theyre available  

      Sincerely,

      Nahindra Damus

      Business Response

      Date: 05/20/2024

      Guest was contacted by hotel management and compensation has been given. 
    • Initial Complaint

      Date:04/29/2024

      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 stayed at the ************************************** over a month ago. My passport and credit card were left in my safe.. In order

      Business Response

      Date: 05/06/2024

      Items left at hotel have been returned via *****

      Customer Answer

      Date: 05/07/2024

       
      Complaint: 21642986

      I am rejecting this response because:

      Sincerely,

      *******************************
    • Initial Complaint

      Date:04/29/2024

      Type:Customer Service 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.
      The rewards program ay Hyatt is an absolute disaster. I received the 60k intro points and it's not available for any category AND I cannot use any points to book a room. I am forced to pay cash. This is the only hotel chain that practices this nonsense. ****** let's you book. ******** let's you book and I have both credit cards.

      Business Response

      Date: 05/09/2024

      Guest was advised that standard rooms are sold out and per our terms and conditions, standard award nights are only valid on standard rooms. Guest was given available options. 

      Customer Answer

      Date: 05/10/2024

       
      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.

      Not satisfied with the options provided but was answered. Appreciate the contact. 

      Sincerely,

      *********************

    • Initial Complaint

      Date:04/28/2024

      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 booked a stay at the Hyatt in *********** Chicago for April 29, 2024. I booked through Booking.com. This was supposed to be for my birthday celebration. I had to change my reservation because of a family emergency. I called the hotel to ask if I can change my dates and explained that I had a family emergency that I have been dealing with all week and I needed to change the date of my stay. The woman who I spoke to on 4/28 was rude and told me that I could not move the dates of my stay even though I told her that I was dealing with a family emergency and I cannot make the date of my stay. She rudely told me that since I booked from a third party vendor that they will not honor a date change. According to Booking.coms website, there is a free cancellation. Now Im on the hook for $352 because I had to cancel my reservation because I am Dealing with a family member going into *******. Booking.com was not helpful and pretty much brushed me off and told me that they will not honor what us stated on their website because thats the Hyatts policy. If you look at Booking.coms website it states free cancellation. This is misleading information and bad business practices. I will never do business with either company because of their misleading policies.

      Business Response

      Date: 05/06/2024

      Guest booked via a 3rd party. Any billing issues would need to be addressed by the 3rd party. 

      Customer Answer

      Date: 05/07/2024

       
      Complaint: 21638061

      I am rejecting this response because Booking.com said I would have to take it up with Hyatt. They said that they cannot waive the cancellation fee because this is Hyatts policy although it does not state on the reservation. Booking.coms site clearly states Free Cancellation. This is misleading to the consumer and bad business practice. 

      Sincerely,

      ***********************

      Business Response

      Date: 05/13/2024

      The hotel never received an advanced payment for this 3rd party booking and did not charge the guest for cancelling. I have advised the guest of this but have not received a response. 
    • Initial Complaint

      Date:04/25/2024

      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.
      Our experience with Hyatt has been increasingly frustrating. The complete lack of communication with them directly is unacceptable as most of our correspondence is ignored. Since the beginning we were bombarded with calls and emails even after asking them to stop, and every vacation we were constantly being harassed about upgrading. We were sold places that would not be available to us, but we wouldnt find out until we went to book. We attempted to book almost 2 years out, but were listed as unavailable or required just over the points we had to push us to buy more. It has all been a scam. The final straw was when we attempted to book, it showed unavailable, but I could book it through hotels.com and I could book for cheaper. They have provided zero benefits or return and now they are holding us hostage because we continue to pay in good faith.

      Business Response

      Date: 05/05/2024

      ***** has been contacted and has not responded yet.
    • Initial Complaint

      Date:04/24/2024

      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.
      I purchased 2 night stay at Hyatt Regency Sonoma (3/28-3/29) from third party website.At check in, I was not informed (verbally or in writing) about any additional fees.At check out, I was not informed verbally about any additional charges, but was given a receipt which I assumed was for $0 since I wasnt informed otherwise.After leaving within a couple of hours, I noticed the statement included charges for 2 nights of "resort fees" and "self parking". I called to complain and request that these charges be removed, but they refused.Immediately after the charges showed up online on my credit card, I disputed these charges.On April 24 I received notification from credit card issuer ***** of America) stating that I am responsible for these fees.

      Business Response

      Date: 05/05/2024

      Member has been responded to and information provided by hotel management.

      Customer Answer

      Date: 05/06/2024

       
      Complaint: 21621689

      I am rejecting this response because the response of the hotel is illogical that I should get the fees back from the booking site who didn't charge me.
      Sincerely,

      *******************

      Business Response

      Date: 05/15/2024

      The guest booked online and agreed to the rates and fees when he booked. The rate, fees and taxes were clearly posted. The executive management has declined to compensate due to the guest agreeing to the rate and fees when he booked online. We stand with the hotel and the terms and conditions the guest agreed to when making the reservation. Because we understand that being denied an exception to posted policy is disappointing, hotel management attempted to reach out to the guest. The guest ended the call with the hotel and did not respond to our office. 
    • Initial Complaint

      Date:04/23/2024

      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.
      email that I sent to the ** for the hotel - "Good morning *****,I have been working with ****** to get charges removed from my card. I was planning my trip down for my nieces wedding on the 23rd of March. I called March 17th to validate that we had two rooms, bringing entire family. I called the front desk to ask about the two rooms and if they were adjoining or at least close together. The person at the front desk at that time informed me that they only had 1 room on my reservation and that they were sold out for the 22nd & 23rd. I informed them to please cancel as the hotel did not have two rooms and that is what we needed. They were kind enought to let me know of a couple of other hotels in the area and we were lucky enough to get reservations.I would like to have all charges for my card/reservation credited back to the card. Please let me know your thoughts on this and if you owuld like to discuss please give me a call at ************. Would really like to get this taken care of today if possible, I have spent way too much time on this. Thank you."

      Business Response

      Date: 05/05/2024

      ***** has been contacted with proposed solution and has not responded yet.
    • Initial Complaint

      Date:04/23/2024

      Type:Customer Service 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 writing to lodge a formal complaint against Hyatt ************* regarding the persistent delays and lack of resolution pertaining to the promised issuance of World of Hyatt Points.On January 29, 2024, my wife and I participated in a virtual presentation hosted by Hyatt *************, during which we were enticed with the promise of receiving ****** World of Hyatt Points in exchange for our time and attention. This promise was reiterated by both the presenter and the scheduler, with the assurance that the points would be credited to our World of Hyatt account within a maximum of four weeks.However, despite our compliance and patience, the fulfillment of this promise has been marred by a series of setbacks and excuses on the part of Hyatt *************. Upon contacting them on February 29 to inquire about the status of the points, I was informed that there had been an error with my account number. I was subjected to further delays and inefficiencies.Subsequent attempts to resolve the issue have been met with frustration and disappointment. Despite numerous emails and phone calls to Hyatt *************'s customer service representatives on March 24, 25, April 2, 3, 4, and 9, I have yet to receive the promised World of Hyatt Points. It was only on April 9 that I was assigned a direct contact, ***************************, who assured me that the matter would be resolved within 4-5 days. However, this assurance has proven to be yet another empty promise.Attached to this complaint are screenshots of my call log, which serve as evidence of the extensive time and effort I have expended in seeking resolution to this matter. It is abundantly clear that Hyatt ************* has failed to uphold their end of the agreement and has neglected to provide the level of service one would expect from a reputable organization.I trust that the Better Business Bureau will treat this complaint with the seriousness it deserves.My world of Hyatt Number - 565876629A Contact - **********

      Business Response

      Date: 05/02/2024

      Guest has been contacted and issue has been resolved. 
    • Initial Complaint

      Date:04/23/2024

      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 booked a reservation at Hyatts Andaz in *******, ***** and paid with the World of Hyatt card. No reward points were given. CS said it was because it was booked through booking.com. It was not made clear in the service terms that this would not qualify as a result. To the customer, the confirmation indicates the hotel has accepted the reservation. There should be no business impact. Then, it appears to be that Hyatt is attempting to use hidden fine print loopholes to not provide customers with standard activity reward points.

      Business Response

      Date: 04/24/2024

      Guest has been contacted and an exception has been made regarding ineligible stay posting. 

      Customer Answer

      Date: 04/25/2024

       
      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.

      Sincerely,

      *******************
    • Initial Complaint

      Date:04/18/2024

      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 was staying at hyatt place at **** down down . Was staying for few days Im a globalist. *********q .. We accidentally broke something very minor , I ask to to be fix . I booked another night threw Priceline, They say I cant stayed there anymore more because of the minor stuff, So I get another night somewhere else. They stuff charge me for night plus give me 250 fine . I think they should have gave night I paid for me back since they didnt provide me with the service , I probably wont stay at another Hyatt again . Even call the Hyatt number and they kept hanging up on me .

      Business Response

      Date: 04/28/2024

      Member has been responded to and information provided by hotel management.

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