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 Centric Chicago Magnificent Mile

  633 N Saint Clair St Chicago, IL 60611-3234

• 

  Hyatt Regency Chicago

  151 E. Wacker Drive Chicago, IL 60601-3794

• 

  Hyatt Place Baltimore / Owings Mills

  4730 Painters Mill Rd Owings Mills, MD 21117-4907

• 

  Hyatt Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

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:04/07/2025

  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 April 1st, my Hyatt account was suspended for suspected fraud, and my reservation at the *********** Hyatt was canceled without notice. This reservation was made using ******* ***** points that I transferred on February 9th.The issue stems from a March 11th compromise of my ***** ******** which resulted in unauthorized point transfersnone of which were to Hyatt. ***** has confirmed the fraud and verified that my Hyatt point transfer was legitimate.Ive reached out to Hyatt Consumer Affairs multiple times with no response. Im not seeking compensation or escalation I just want my original reservation reinstated. This has been a very stressful situation for me, especially as a loyal guest who has stayed at Hyatt properties for many years.

  

  Business Response

  Date: 04/17/2025

  Guest has been contacted, and resolution has been found. 

• Initial Complaint

  Date:04/06/2025

  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.

  Regarding Best Rate Guarantee claim number CAS4783849 On March 31st I was searching for rates for the Secrets *************************************. As I searched online, I noticed that a 3rd party was offering a cheaper rate than was offered on Hyatt. I then read, on the Hyatt website, about their Best Rate Guarantee. I read all the fine print about needing to file within 24 hours and the bookings needing to have the same rooms, dates and cancelation policies. I then proceeded to book on the Hyatt website a rate that totaled $2664. I also booked on the 3rd party website the exact same booking for a total of $2281. Both rooms had a free cancellation policy. I filed the claim hours later and received an email saying they couldnt find the rate I was booking on *******. I emailed the representative back explaining how to find the rate and her response was its now been over 24 hours. I will cancel my Hyatt reservation and keep the 3rd party booking because it is much cheaper.Reddit is replete with experiences from disgruntled customers who have had similar experiences. My family has been World of Hyatt members for a long time and this just seemed like a violation of trust. I followed all the rules layed out in the fine print. Seems like a scam that shouldnt happen with a reputable company. Dont offer the guarantee if youre always gonna deny it and save people a lot of time and frustration.I am requesting, as settlement, that Hyatt honors their best rate guarantee. This would be that Hyatt matches the 3rd party rate and gives an additional 20% the booking.

  

  Business Response

  Date: 04/08/2025

  Guest has been contacted, and resolution has been found.

  Customer Answer

  Date: 04/10/2025

   
  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:04/04/2025

  Type:Facilities 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 visit the Hyatt Place ******* Norcross Peachtree at ************************************** from 3/27/25-3/30/25 and there was a unauthorize use of my credit card, and they also overcharged my account, when I addressed this with the business, I was told I would receive a refund within 4-5 business days, and I informed them that I needed it sooner due to me being out of town and the Assistant Manager Chantese tells me that I should have brought enough money with me when traveling, which I feel was extremely rude and unprofessional. I had paid prior to my stay $371 on a booking site and was only required to pay the balance when I arrived at the property, however when I checked in my card was charged a total of $1261.51, they charged my card multiple times while I was still in my room on the property when they could have called my room for me to come down to discuss any issues that they may have had.

  

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23160970
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  i not will g to accept no loyalty Im not comfortable stay at none of the facilities I was harassed ******* children then over charged me made mockery of the **************** have been calling me trying to bribe me to take the offer sayings its the best Ill get

• Initial Complaint

  Date:04/02/2025

  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.

  Good morning,I am writing to formally complain about my experience at ******************************. I had a five-day reservation that began on March 28th. Due to a language barrier and the resulting misinterpretation of a conversation, I was unjustly evicted from your resort. This was compounded by the complete lack of assistance and the verbal abuse I endured. As a woman traveling alone, I found this treatment alarming and unacceptable.The resort's refusal to provide any support, coupled with management's dismissive response (referring me to public sources for the owner's contact information), placed me in a vulnerable and unsafe position. I was abandoned without housing, transportation, or a clear understanding of the reasons for my eviction. My desperate requests for a short extension to secure travel arrangements were denied.I am proceeding with a formal complaint and will escalate this matter to the highest authority, including seeking legal counsel. This treatment is unacceptable and demands a swift and thorough resolution.

  

  Business Response

  Date: 04/13/2025

  Guest's concerns were escalated to the appropriate management team who has been in contact with the guest to address the situation.  

• Initial Complaint

  Date:04/01/2025

  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.

  My wife and I traveled to ****** for a destination wedding and it was an absolute disaster. They overbooked themselves on the weekend that the wedding was happening, and my wife was the maid of honor. As a result of the lack of planning, staffing, and general communication, my wife worked as the wedding coordinator instead of enjoying time at the resort with the welcomed family member standard that the resort claims to treat guests with. I attached a detailed statement regarding our experience.We reached out to world of Hyatt to assist us in resolving this matter and were told that the resort is responsible. We already attempted to resolve our issue with the resort and they have only offered an additional stay at the same resort that we had a terrible experience. My wife and I have no interest in returning to that resort and prefer a full refund. If a refund can not be issued then a credit to stay at a different resort with world of hyatt would also be acceptable. No one has contacted us about resolving this issue to our satisfaction and they have no urgency whatsoever to care for their customers. As it stands right now I am never booking with world of Hyatt again for any travel plans I make moving forward, and will advise everyone I know about their lack of customer service.

  

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23147271
  
  I am rejecting this response because:

  The company has made no effort to even address my complaint.  I have instead had my time wasted by their customer service department. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/24/2025

  Hotel's executive management has been in contact with the guest and submitted the guest's complaint to their insurance due to the nature of the complaint. We are continuing to follow up with the guest and Executive Management.  
  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23147271
  
  I am rejecting this response because:

  This matter is still being addressed by the company 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  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.

  Hello, My name is ******* *****, and I recently had the displeasure of staying in your hotel (the Hyatt Place) located at ****************************************************************************************************************** stay was horrendous and underwhelmly disappointing. I called ahead before actually purchasing the rooms to inquire if the hotel provided a full bar and WiFi and I was told that it comes with both. When I checked in I discovered that the information I was given was not truthful. Their was no full bar and I was not abled to access the wifi. Your manager later told me that the wifi is not compatible with my electronics so I had to use my hotspot for our electronics.When I spoke to your ** (*** *****)for this location he told me I should just be happy to have the bartesian. I talked to him about not being able to receive fresh towels or the fact no one would come to empty the trash out of the rooms. Everytime I would ask for fresh towels I was told that they are not ready yet. He was extremely rude during our conversation and when I told him I would write a letter he told me to go right ahead. I also had an issue with another staff member who went by the name of ***. She yelled at my children and accused them of stealing candy off the counter; when I informed her that I had bought the candy from the store and showed the receipt we never received an apology. We felt very uncomfortable while being on your property. My group and myself stayed for two days March 25 to March 27. I have never received such treatment before and it was truly disgusting to experience this in my age but to also have my children who are young have to experience this as well. My confirmation # was ******* and ******** Thank you, ******* *****.************

  

  Business Response

  Date: 04/13/2025

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:04/01/2025

  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 booked two rooms with points on 6/16/2024 and stayed at Hyatt Place ******/********* for 3 nights for 7/30-8/2, 2024. Those points were redeemed at the point of room booking. Later 2024, my Hyatt account got merged into a new Hyatt account (for some other reason) and all those point/stay activities do not show up any more in the new merged account. Today (4//1/2025), two point deduction activities showed up in my account: ****** points were deducted for two stays at Hyatt Place ******/*********. Both stays are for 7/29 to 7/********* immediately called Hyatt today and the representative told me she talked to her supervisor and her supervisor will take care of this mistake. After transferred to her supervisor, she started talking and hanged up the call.I am filing this compliant to seek a proper handling of my case. To reiterate, those points required for the stay were deducted already last year, for both rooms, on 6/16/2024, when I booked the two ******** Hyatt account number: ********** A screenshot showing the points deducted is attached (with my name removed)A timely and correct handling of my complaint and fix of the billing points is appreciated.

  

  Business Response

  Date: 04/05/2025

  Member has been responded to and information provided

• Initial Complaint

  Date:04/01/2025

  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.

  We would like to inform your company about the unprofessional and mishandling of our timeshare agreement termination request regarding Hyatt *************** failure to respond to our repeated requests to terminate our timeshare agreement. We have been trying to resolve this matter for quite some time, but our efforts have been ignored. Despite sending correspondence to both Hutch ******* and ************* regarding this issue, we have yet to receive any kind of *********** is deeply frustrating that our concerns have seemingly fallen on deaf ears. These unresponsive and dismissive business practices are entirely unacceptable and only reinforce our decision to end our relationship with Hyatt ************** This lack of professionalism and consideration shows why continuing to do business with this company is no longer an option for us.Additionally, it is evident that Hyatt ************* is content to keep collecting payments for a timeshare we have not been able to use since the very beginning. This disregard for customer satisfaction and ethical business practices is highly disappointing.We request that Hyatt ************* address this matter immediately and provide a response regarding our termination request. Ignoring their customers is not an acceptable way to conduct business, and it further damages the trust and reputation of the company.

  

  Business Response

  Date: 04/09/2025

  Guest has been contacted with a request for a contact. The guest has not replied with a call back or call 
  back time or email response.

• Initial Complaint

  Date:04/01/2025

  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.

  1. the ** was not working properly. Our room was hot for most of our stay. A gentleman did offer a fan which we appreciated.2. A man came and full on yelled at us to not have food or drinks and we said we'll get rid of it and he kept screaming "NOW". Everyone in the pool room was staring and it was completely humiliating. It was inhumane to speak to someone like that. While walking out, I noticed another family had *********** bags of food so I went to the front desk where that man was standing in front of the counter and ******** (spelled differently) was behind the counter and told them if they're going to kick us out, they need to kick out the other people as well. That man went walking to the pool area.Later that night, after coming back from dining out, we spoke to 2 front desk workers and informed them of what happened and told them that is not how to speak to guest. After they inquired a description of the man that yelled, they informed us he was NOT an employee but someone who resides in the hotel. They informed us he should not have spoken to us at all or told us what to do. They informed us that ******** shouldn't have allowed that. They apologized and offered complementary drinks and snacks which we declined.Upon checking out, I noticed ******** and asked her why would she allow someone that is not an employee do her job for her and interrupt other guest. She stated she was too busy and saw nothing wrong with asking the man who wasn't an employee to remove us from the pool. I told her she was wrong and she should not have allowed other guest to speak to us like that. Once again she stated that since she didnt know he was going to yell, that she felt it was okay for him to do an employee's job for her We were humiliated & belittled & she didn't feel the slightest remorse to apologize 3. I have bed bug bites on my arms, legs and back 4. The pool was over capacity having over 30 children

  

  Business Response

  Date: 04/13/2025

  Guest has been contacted, and compensation has been offered. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23142343
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising 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 February 12, 2025 I went on the Hyatt Place Topeka's website to reserve 1 room for1 people for 2 nights. May 16- May 18. I looked at the receipt / confirmation I received from the hotel. It showed $252.74 for the total. I believed i had the correct room reserved. 2 days later I realized after looking at the receipt again that I had accidentally booked 2 rooms. I called the hotel directly and told them of my mistake and asked to have the extra room canceled. I was told I would receive a refund but sometimes it takes awhile to see it. I also asked to correct the information that their would be 2 guests in the 1 hotel room. I had never been told on that call that was a non-refundable room. I checked my credit card on 2/14 and I saw I had been charged $505.46. I immediately called the hotel and spoked to a manager, I was told that I had booked 2 rooms on a no change/non-refundable rate. What's so bad is that I could cancel 1 of the rooms with no refund. So you can make a change they just keep your money and possibly resell the room and make double the money. I relayed i wanted both rooms if I had to pay for 2. I then checked my credit card a few days later and I had been charged another $252.73. I called the hotel again spoke to the same person as before. She had no idea what that charge was and would look into and call back. I never heard back from her so I decided to call the corporate office. I spoke to **** **** of ********** Support. She took all the information and wrote an email to Hyatt Topeka asking what the extra charge was and also told them of the accidental room reserved and asked if they might cancel it and give us a refund. I'm sad to say the only response back was that we "allow" us to cancel the room but not receive a refund. Once again keep our money but cancel the room. They don't mind breaking their no change/ no refund policy to cancel it but not break the rule to refund the money. I have an email from **** this happens all the time.

  

  Business Response

  Date: 04/13/2025

  Guest's concerns have been escalated to the General Manager of the hotel who has reached out to the guest to address the issue and resolve.  

  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,
  
  ***** *****