Complaints
This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 980 total complaints in the last 3 years.
- 439 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/29/2025
Type: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 gone to *********** and booked the Hyatt House ******** for April *****. I ended up cancelling the reservation ********** at no expense to me as I was cancelling within the advertised window. On 4/20/25 I noticed that the Hyatt House ******** had charged me for the stay $184. I had to reach out to both *********** and Hyatt House ******** to try and receive a refund. Hyatt House left me a message stating they would be applying a refund as the charge was made due to a computer and communication issue with ***********. It has been 8 days and I still have not had my money returned.
Business Response
Date: 05/07/2025
The guest has been contacted, and the matter has been resolved.Customer Answer
Date: 05/09/2025
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,
****** Phaneuf ****Initial Complaint
Date:04/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to file a formal complaint against Hyatt Hotels Corporation regarding the sudden and unjust termination of my World of Hyatt loyalty account without proper explanation or *********** name is ****** **, and my World of Hyatt account number is **********. On April 23, 2025, I received an email from Hyatt informing me that my account had been permanently closed due to an alleged violation of their program terms. However, the company failed to provide any specific explanation or evidence to support this serious action. The only justification offered was a general reference to potential violations of program rules, which I believe is insufficient and lacks transparency.This decision has led to the forfeiture of all my earned points and awards, which I accumulated through legitimate stays and purchases. Hyatts abrupt action has violated basic principles of good faith and consumer trust, as well as potentially relevant legal standards regarding the fair and reasonable treatment of loyalty program members.I respectfully request BBBs assistance in urging Hyatt to:1.Reopen my World of Hyatt account;*********** all forfeited points and rewards.I am a loyal customer and had always abided by *********************** published terms and conditions. This matter has caused significant distress and inconvenience, and I hope it can be resolved fairly and promptly.Attached are screenshots of the termination notice for your reference.Thank you for your attention to this matter.Sincerely,****** **Business Response
Date: 04/26/2025
After thorough investigation it was determined that the guest violated our terms and conditions.
The guest has been contacted and provided the investigation results with the terms and conditions.
We stand behind our decision.Customer Answer
Date: 04/29/2025
Complaint: 23243548
I am rejecting this response because:
This business keeps using templates to reply any inquiries. Instead of providing any sound evidence and explanation. Please refer to the attached email. It is believed that the business is irresponsible and disrespectful to the customer and also have no fundamental business integrity. I reject this ridiculous response. I request sounded evidence!!!!!!!
Sincerely,
****** **Initial Complaint
Date:04/23/2025
Type: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 reservation was made by calling secrets reservation line. The name of the property that we will be visiting is Secrets ************************************* The Dates are June 20th- June 26th Reservation# **J103S3 Names on the reservation: ****** ****** and ******* ******- ****** Our first reservation was for SECRETS ST. ***** but due to the opening date we were given options to switch to another property and then get a voucher to go to ST. LUCIA next year which was the option we went with. The young lady I was initially working with( ***** *******) stopped answering my emails and phone calls and so when I have to call in I get different agent each time. I was able to get my new reservation information but we paid a deposit of ***** but what shows up is *****. I keep being told that the issue has been escalated and they dont know when the issue will be fixed. Im told it was done in error and the accounting team will handle it . At this point Im not sure anything is being done. Our final payment is may 6th and I just dont want there to still be an issue. I asked to speak to a supervisor and was told was not an option. Just trying to get this taken care of without spending more time on the phone getting no where. I have been working on this since February. Thanks in advance for you assistanceBusiness Response
Date: 05/01/2025
Guest has been contacted and resolution foundCustomer Answer
Date: 05/02/2025
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:04/22/2025
Type: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'm trying to book a stay at a Hyatt hotel ( Grand Hyatt) in ***** ***** using my free nights awards and points. However, I'm told that I cannot book at category 8 hotels. I can only book at category 1-4 hotels. So I asked to book at their category 1-4 hotel only to be told that those hotels are not accepting awards/points! What kind of policy or practice is this? This is fraudulent practice.Business Response
Date: 04/29/2025
The guest has been contacted. The terms of the award were provided, and further assistance was offered.Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against Dreams Jade Resort Cancun (Unidad 26 Mz. 20 Lote 1-1 **************************************), a Hyatt property (HQ: ****************************************************************************).As an immunocompromised individual (********************), I am highly vulnerable to mold. During my stay, I experienced worsening symptoms including exorbitant pain, itching, irritated throat, red eyes, and significant facial/hand swelling (photos available). Due to my complex health condition, I didn't immediately attribute this to an external factor.On April 19th (Day 7), I discovered extensive mold hidden on a lampshade (photos available). I contacted the resort ******* *** examined me, agreed that mold exposure was the likely cause, and administered treatment. However, he then pressured me to sign a medical document entirely in Spanish, which I refused as I couldn't understand it (photos available).I reported the mold immediately upon discovery. The resort moved me to a new room, but only after 7 nights of exposure. Despite the negligence leading to significant and ongoing health impacts requiring multiple medical interventions and causing exorbitant pain while I was there, the questionable documentation practices, management's misrepresentation, the complete lack of follow-up, and the ruin of my vacation respite, the resort offered no apology or compensation.Given these severe failures, I request a full refund for the 8-night stay $2545.08 plus additional taxes and fees, $696.50, totaling $3241.58, and compensation for medical costs (both incurred in ****** and ongoing), significant distress, and loss of enjoyment. I'd like to ask for your help in determining a total resolution. I can provide all photographic and medical documentation.Sincerely, ********* *******Business Response
Date: 04/29/2025
**************** is in contact with the guest and is working with them to address the issues.Initial Complaint
Date:04/18/2025
Type: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.
Hotel in Question: Grand Hyatt ******************** Number: ******** Date of Incident: December 26 Complaint Summary:I am filing this complaint regarding my reservation at the Grand Hyatt Baha Mar. I was scheduled to check in on December 26, but due to an airline cancellation that was completely out of my control, I was unable to make it that night. My flight was rescheduled for the following morning, and I contacted Hyatt Customer Support to explain the situation and request that the points used for the missed night be refunded.Despite the circumstances and the fact that I am a loyal Hyatt customer, I never received a refund for the points used for the first night of the reservation. I followed up and hoped Hyatt would be understanding, but no resolution was ever provided.Unexpected flight cancellations are a reality of travel, and I was extremely disappointed by the lack of flexibility or empathy shown in this situation. I had looked forward to this trip and felt Hyatt should have handled it more appropriately, especially when loyalty points were involved.Desired Resolution:I am requesting a full refund of the Hyatt points used for the unused night of December 26 at the Grand Hyatt Baha Mar. I would appreciate a resolution that reflects the value Hyatt claims to place on its loyal customersBusiness Response
Date: 04/23/2025
Guest has been contacted and resolution foundCustomer Answer
Date: 04/24/2025
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:04/18/2025
Type: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.
Went to Hyatt website to make a reservation on 04/05/25 for a 2 night stay in December (12th-14th) of 2025. On 04/18/25 tried to cancel reservation. Was told it was non refundable despite my receipt stating "NONREFUNDABLE - If you do not check in to the hotel on the first day of your reservation and do not alert the hotel in advance, the hotel reserves the right to cancel your reservation and you may be charged for the full amount." Called Hyatt and was told that the reservation was made through Priceline. Called Priceline and they have no record of the reservation. I was also charged $168.40 for a refund protection plan. I don't understand why I am not given a refund on a reservation that is over 7 1/2 months in the future.Business Response
Date: 05/01/2025
Hotel agreed to cancel reservation without penalty. Guest has been advised to contact third party to cancel.Customer Answer
Date: 05/02/2025
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. I have had little success with my communications with Priceline. Upon receiving your email, I have copied Hyatt's response and sent it to Priceline, asking them for a refund.I will await their response and remain hopeful, though I have not found them to be helpful at all. Do I have a recourse if they don't respond?
Thank you for your help.
Sincerely,
*** *******Initial Complaint
Date:04/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to reflect my experience at Secrets ******** **********************, under the confirmation #*******. Despite having paid the full amount, I have been credited with 0 points which is unbelievable. I have encountered countless issues that I can not disregard. The issue starts upon checking in. I approached the front desk with a reservation booked via **************************, despite being a Hyatt affiliate property, they failed to locate any reservation. They had to ask again and again for my phone and reservation number just to locate the reservation. After waiting at the front desk without any service, the staff finally managed to locate the reservation and check me in, meanwhile, a couple of staffs had been called to resolve this issue, which is not understandable, this is the most basic and a hotel front desk cant even locate a reservation booked via official channels. There are severe managerial issues at this property. After being checked in, I discovered none of the phone in the room works properly. The ** in the room is extremely outdated and not properly serviced. The ** is dirty and it smells when turned on. It also failed to cool down the temperature.On the date of check out, with a standard check out time of 12am, without even mentioning the member benefit of late check out, one of the housekeeping staff barged into my room around 10:30 without knocking or letting me know. She gets in my room without my consent. This is the most UN**CEPTABLE and it not only posted a severe service/ managerial failure and crisis but also made me question their overlook in the protection of my property and privacy. I am STRONGLY protesting against this violation and I am very offended and outraged with such actions.Business Response
Date: 04/28/2025
Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest.Initial Complaint
Date:04/14/2025
Type: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 two nights in October 2025 during the month of March 2025. When I was informed that my grandmother was sick with stomach cancer in April 2025 I reached out to Hyatt to modify my reservation so that I would only have one night. They informed me that because I had paid upfront I was not subject to a refund.Business Response
Date: 04/23/2025
Guest has been contacted and resolution found.Customer Answer
Date: 04/24/2025
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:04/10/2025
Type: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 did online reservation with a live agent for block booking on 4/7/25, for a total of 6 rooms from June 13th till June 15th of 2025.Took the expensive rate since I wanted the refundable policy.The representative ****** told me that 100% is refundable upon cancellation, all this was being recorded.But after payment when I received the receipt the receipt says that if I cancel I will loose 1 nights rent plus ****** I called them back, they reviewed the voice recording between myself and ****** and said that it was ******** fault.The lady told me complete 100% will be ************** 4/9/25 I saw the charge of $2580.96 instead of refund.This reservation was for the Hyatt place Chicago/**********/Warrenville,************Business Response
Date: 04/13/2025
Guest's concerns have been escalated to the appropriate management team who has been in touch with the guest. Guest has been advised to contact third party for further inquiry on the refund.Customer Answer
Date: 04/14/2025
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,
******** ***********
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