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.

  9805 Q St Guess Service Omaha, NE 68127-3273

• 

  Hyatt Place Baltimore Inner Harbor

  511 S Central Ave Baltimore, MD 21202

• 

  Hyatt Hotels Corp.

  101 Harborside Dr Boston, MA 02128

• 

  Hyatt Hotels Corp.

  50 Forbes Rd Braintree, MA 02184

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:04/01/2023

  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.

  We had booked a room at this establishment for a 3-day stay. Upon arrival at the hotel on 12/02/22, we regrettably discovered the hotel was not up to Hyatt's standard that we were used to. The lobby wreaked of marijuana. We requested a non-smoking room, but to our dismay an even stronger weed smell was present in the hallway and in our room. We decided to bear the cost of the mandatory one night stay and find another hotel. The front desk clerk checked us out, confirmed that we would only be charged for the one night stay, but could not provide us with a receipt because their system was down. I called the next morning to have my receipt emailed, but was told again that their system was still down. At this point I asked to talk to the manager and was told he/she was not available. I left my call back number, but never received a call back. Upon returning home, I discovered that my credit card was charged for the full amount of the 3-day stay. I called the hotel on Tuesday night 12/6/22 to discuss the charges, when the front desk manager said that their system was still down and was not able to help.I was charged $569.52. Out of the total amount $189.84 was the mandatory first night charge. I would like to have remaining $379.68 refunded back to me. I'm not sure if its even legal for them to have charged me as I did not even stay for one night. I stayed at the Hilton *************** that weekend and can provide proof if necessary.

  

  Business Response

  Date: 04/10/2023

  Guest has been contacted and a resolution offered.

• Initial Complaint

  Date:04/01/2023

  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.

  Booked a hotel reservation through hyatt.com for 9 am (extra charge) early check-in for a room at Hyatt ******************************************* The reason I booked this room was to have the 9 am check-in for an airline flight. I noticed the next day that I received an email that my reservation had been updated to 3 pm check-in!Called the hotel and they said there was no option to check-in early despite it being offered at checkout when I pre-paid online.

  

  Business Response

  Date: 04/09/2023

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:03/30/2023

  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 have a membership account with the Hyatt Hotels (539162596R). I just found out through an email message received from them that my membership status was degraded from Discoverist to a Member status. I was told last year by a Hyatt Representative that, in order for me to keep my Discoverist status, which was going to expire this year on 2/28/23, all I needed were 3 more nights, which i completed. I called Hyatt to complain and the first lady that responded said she couldn't help & that I needed to call **************. The lady that answered the phone said that I needed 10 nights or ***** something that I couldn't understand. I told her that was not what I was told. She repeated again the same thing as if I were ******** that did not listen. When I asked for an address for me to write a complaint, she said I said a bad word to her, which I didn't and hung up on me. What kind of customer service is this? It doesn't make me stay ever at a Hyatt hotel.

  

  Business Response

  Date: 04/05/2023

  ***** was contacted and issue resolved

  Customer Answer

  Date: 04/06/2023

   
  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:03/30/2023

  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.

  12/14/22 $167.73 Charge I was charged for a night at this hotel for not staying there the whole night. We were probably in the the room for an about 5 hours. We left in the middle of the night because; The room was uncomfortable Was not very clean The heater was not working properly and when it did, it only ran for a minutes. It had an odor of marijuana. We asked for a comforter but we were given something that was like a shower curtain. My children said they felt itchy and when I tried to get to bed I experienced the same thing. We tried to communicate our concerns to the manager and two other employees but we got hardly any help and I just had to check out a little after midnight. The manger was rude and refused to give a refund back because she said she could have sold that room to someone else. I did contact a few people higher up but they listened to the manager over my reason for leaving with my children.

  

  Business Response

  Date: 04/06/2023

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:03/29/2023

  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.

  Dear ***/*****,I have a Hyatt "free night reward cat 1-4" in my account, and I wanted to redeem in the "*************************** in Maui" for the night of Jun 9-Jun 10. I have been checking on Hyatt.com for months, it always says "dates not available". So I decided to try my luck on the call today. To my surprise, the agent told me this hotel just switched to "cat 5" yesterday. So I have no way to redeem for this hotel now. I was really frustrated by this information. I am wondering whether there is any way for me to use the rewards on this hotel?Thanks a lot!

  

  Business Response

  Date: 04/05/2023

  ***** has been contacted with proposed resolution and has not responded yet.

• Initial Complaint

  Date:03/28/2023

  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.

  We booked one night stay at Hyatt Place National Harbor from Hyatt.com using our annual free night. When I booked the hotel, I used the filter to find hotels which are pets-friendly and found this hotel. To make sure they allow pets, I also called the hotel's phone number asking about their pets policy. They told me that they welcome pets but did not mention anything about pets cleaning fee. However, when we checked in the hotel on March 17th, they asked us to fill a form for my puppy. When I was reading the form, I just found out that they would charge me $75 for pets cleaning fee. I was surprised because when I was booking the hotel from Hyatt.com it did not have anywhere mentioning such fee. Also, when I called them asking about their pets policy, they did not mention it either. If I was notified such expensive fee either by Hyatt.com website or by their staff when I called them before booking, I would not book their hotel or take my puppy with me for this one night stay. I have stayed with other hotels before including *******'s Fairfield Inn and Suites and they did not have any such cleaning fee, so I did not realize Hyatt Place National Harbor would charge such fee. I felt I was misled by them so I did not sign the pets form. I asked them if they would waive the fee and they said they would tell their manage about this. However, I was still charged for such fee ($88.50 after tax) after we come back. We really don't like the way this hotel was doing the business. If they have such charges, they should have put this information on Hyatt.com (for members) or let me know clearly when I called them inquiring about their pets policy. They only told me when I checked in. We felt we were cheated for this expense. I called them later asking if they would refund and they refused. Therefore I am asking BBB to help me get the refund from them. I really appreciate all your help. I

  

  Business Response

  Date: 04/06/2023

  Guest has been contacted and resolution found 

  Customer Answer

  Date: 04/06/2023

   
  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:03/27/2023

  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 hotel (Hyatt Place ****************) through **************** Travel on 2/22/2023. The Booking Confirmation #: 5153-9539 and HOTEL CONFIRMATION #: *************, the total amount I paid on 2/22 was $260.82 which included 1 Room x 2 Nights of $223.20 and taxes of $37.62. The check-in date was 3/15/2023 and the check-out date was 3/17/2023.When I was check-in on 3/15/2023 around 4 pm (EST), the hotel receptionist asked me to give him (a tall guy who wears glasses) my credit card, so I thought I have to pay the deposit. I gave him my credit card (the card that I paid through **************** Travel) and he charged me $207.38. I asked him on the next day (3/16/2023) the details and he said this is not for a deposit, it was a recommendation fee, so I told him that I already paid and this is a double charge, he said he will talk with the hotel manager and call me back, but I never received any calls from them. On 3/17, when I checked out, I told the receptionist ( a girl with curly hair, and brown skin) this issue again, she asked me to leave my phone number and said the same thing - she will talk with the manager and call me back, I also double checked with her the fee is not for deposit and she printed the receipt for me Unfortunately, I still haven't received any calls from them since 3/17/2023.The two transactions ($260.82 **************** Travel charged and $207.38 hotel charged) are currently both posted on my bank statement. I called Amex Travel customer support on 3/19 and 3/27 twice but they said they called the hotel and the hotel receptionist said they didn't make this charge and on their side, they only can see the record that I paid through AMEX Travel. I also can download my receipt on Hyatt's official website:*******************************************************************************************, which it's the same bill that I asked for on 3/17 ($207.38 hotel charged) when I checked out.I really need help to get my money back since I paid twice for the recommendation.

  

  Business Response

  Date: 04/04/2023

  ***** has been contacted by the hotel executive management team and resolution provided.

• Initial Complaint

  Date:03/25/2023

  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 March 20th through March 24th i stayed at the ******************************** as a preferred guest in a junior suite room ****. The room smelled like mold and mildew especially in the bathroom which had a strong odor. There was holes in the wall and bugs in the bathroom section of the toilet. The shower k*** for the overhead was broken. The refigerator leaked and management kept insisting ***** was nothing wrong with the room and saying it is a great room with a great view. There was no desire to clean the room and fix the smell issues by housekeeping. The food was horrible. Everything was cold and/or undercooked. The food had no flavor and many of the food was sitting out for long periods of time. The room service food quality varied throughout the day. The food was cold and extra hard. If they ran out of somthing they just didnt bring it. There was no notification until they delivered your order 1 hour later. The front desk was only intetested in getting us to sit for an hour and a half for a presentation when we shared concerns especially regarding lack of towels and places to sit at both the beach and pool due to people leaving towels on chairs and never returning. The drinks tasted like ice and the soda was flat. We were not informed about the facilities that were only for preferred guests and was told our transportation wouldnt pick us up because there were no taxis available even though we informed them that we booked a roundtrip online. Upon arrival it took 30 minutes for us to be taken to our room as preferred guests and people arrriving after us immediately were taken to their room. We had to call waiters over for service. Its diappointing that we werent given the quality service as a customer paying $2000.

  

  Business Response

  Date: 04/05/2023

  Guest has been contacted by the hotel's executive management team and resolution has been offered, but guest has not responded yet. 

  Customer Answer

  Date: 04/09/2023

   
  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:03/23/2023

  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 both disturbed and concerned that a notable company such as the Hyatt, would exercise such low tactics as to take advantage of their consumers and literally take money. Theft, for lack of a better word. On February 25th, I met up with a ******************** in *************. He reserved a room at Hyatt Place ************* Ocean Front, ********************. He had previously paid for the room through Expedia. When we arrived, we were asked for a card for incidentals. I provided my card and was advised that $15.00 would be assessed. On 2/27, Hyatt Place withdrew $281.25 from my account. This was more than the prepaid cost of the room. When follow up was done with the general manager, ******, she stated that someone was smoking in the non-smoking room. Im not sure how that was decided, but NOONE smoked anything in that room. I am curious as to who made the accusation and what was used as a basis to make the erroneous determination. There were no butts (cigar, cigarette or otherwise), paraphernalia, etc. because no one smoked in that room. Whereas someone who smokes stayed in the room, which may have created an odor, there is no way to make or prove such a ridiculous claim, as it did not happen. Yet, my money was stolen! I feel like I need to issue a warning to consumers, indicating Smokers be Aware: If you stay at a Hyatt, and smell of smoke, they will take your money! Mr. ***** also spoke with ******** at Corporate, where case number #******* was filed. To date, no follow has been completed regarding this claim. I believe that my money should be returned because it was taken for an invalid and unverifiable reason. I am very disappointed in Hyatt and this experience. Hyatt has always been considered a premier home away from home for me and my family, but this unethical action has been a betrayal, and I cannot in good faith or conscience continue to do business with this hotel chain.

  

  Business Response

  Date: 03/30/2023

  Guest has been contacted and resolution found 

• Initial Complaint

  Date:03/22/2023

  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.

  My family and I purchased a 1-night stay at this hotel. We checked out on 8/27/22. The hotel charged me $298.95.The business committed to provide us lodging accommodations and accurate billing.I received a pdf invoice that showed an erroneous or fraudulent valet parking charge of $37.00. We did not have a car on this trip and did not park any car at this hotel. On 8/29/22 I emailed the hotel alerting them of the error and requesting a refund for the erroneous charge. The hotel ignored my email. I followed up requesting the refund on 3/17/23 and was responded to and told that the refund cannot be provided when the stay is 6 months or more in the past.The business has not tried to resolve the problem.Account/order/tracking numbers:Room No. **** Arrival 08-26-22 Departure 08-27-22 Confirmation No. ********** Folio No. ******* Ref:MSG0085798256 Ref:MSG0085797515 Ref:MSG0085793010

  

  Business Response

  Date: 03/23/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 03/29/2023

   
  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,
  
  *******************