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:11/14/2023

  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.

  09/16/2023 Due to an issue with an AirBnB (booked for temporary housing/not for vacation), I was in search of other accommodations for myself and child. On Booking.com I came across the rooms that were available at the HYATT in *********/********. I attempted to book the room, but the transaction did not complete on the Booking app and I received an error. Since I wasn't far from the hotel, I drove there directly for further help. Once arrived, I informed the host about the transaction on the Booking.com app. The host searched for my reservation, but informed me that it didn't go through- probably because all the rooms are actually booked. She was polite and quick to book a different room for me. She told me that if I see a seperate charge for the HYATT hotel not to worry. She informed me that the hotel will place a "hold" for $15.00 per day that will drop off my account once we leave. The charge never dropped from my account. Upon investigating, I found out that they billed me for "no-show" on a seperate reservation.They amount they charged me for a no-show was $99.80.Date I checked out: 09/19/2023 A copy of each receipt is attached.***** reservation: (THIS WAS BILLED TO ME AS A NO-SHOW)*correct name - DID NOT STAY IN THIS ROOM Room No. **** Second reservation: (BOOKED DIRECTLY WITH HOST)*host entered my name incorrectly - ACTUAL RESERVATION - STAY COMPLETED Room No. **** If you review both of the receipts, you'll notice that the host entered my name incorrectly in the system. She entered my LAST name -as my first. She entered my MIDDLE name as my last.I've reached out numerous times through phone, chat, online/case, and email support channels for a refund regarding the charge for a "no-show." Their error prolonged my homelessness. After my stay, I had to continue to pay for weeks of temporary shelter through AIRBnB.Receipts and email conversations are uploaded for review.

  

  Business Response

  Date: 11/25/2023

  Guest has been contacted and resolution found. 

• Initial Complaint

  Date:11/14/2023

  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.

  Reserved a room for 4 days. Received a room without basic amenities : there was no closet, just 3 narrow drawers that were insufficient to accommodate even a small fraction of my clothing. Couldn't be transferred to any better room even after have complained. The whole stay there was a complete absence of housekeeping services. Nobody took care of anything during my stay, no fresh towels, no coffee/tea for the coffee maker, the room was not cleaned, absolutely no service at all. Even after I complained and requested cleaning services to the room, they were not provided. After I complained, *************** from the front desk came to the room and he himself was shocked and admitted that he had no idea that such a room even existed at this hotel.

  

  Business Response

  Date: 11/28/2023

  Guest has been contacted and resolution found. 

  Customer Answer

  Date: 11/30/2023

   
  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:11/14/2023

  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 2 active reservations:Reservation 1: ******** Reservation 2: ******** They both were booked on 5/27/2023. I was charged for both of these rooms on 10/23/23 in the amounts of $1,446.40 & $1,464.40 on card ending xxx-***** which are correct because its charged 60 days before arrival.1 day prior to these booking, I booked a room on 5/26/2023 which I canceled on 5/27/2023: (See information below)Reservation: ******** This reservation was canceled on 5/27/2023. However, this was charged on 10/23/2023 for $1514.50 on my credit card ending xxx-***** and this is my dispute and a refund needs to be provided. I provided my credit card statements to reflect this charge and have called numerous times with no luck from Hyatt accounting department or Hyatt customer support. I am very dissatisfied being a loyal Hyatt customer.I need a quick resolution and a speedy refund as soon as possible as this is now considered fraud. I am hesitant to continue with any future bookings with the Hyatt company if this is truly a reflection of how you resolve disputes.Please review and contact me with a resolution. I have provided the supporting documentation to the hotel several times.I spoke to ********* on 11/7 at 4:52pm. She indicated she sent case to accounting, and they have not got back to her yet. This needs to be resolved and this is my 7th time calling and contacting Hyatt regarding this dispute. and it's been nearly 30 days trying to dispute this charge.

  

  Business Response

  Date: 11/22/2023

  ***** was contacted and advised of resolution.

  Customer Answer

  Date: 11/22/2023

   
  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:11/08/2023

  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.

  Original charge on 5/5/23 of $514.72 for reservation: ************, **. ATTACHED 5/12/23 Hyatt called ************ to cancel well before the 72 hours cutoff for 5/18/23: Hyatt ***** desk"will waive fee- per Josh ***** desk, per ****** at Hyatt. $514.72 will be taken off and may see it 5/15/ per cust service. Was promised reimbursement but it was never made.

  

  Business Response

  Date: 11/12/2023

  Guest has been contacted and refund has been issued 

  Customer Answer

  Date: 11/13/2023

   
  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:11/07/2023

  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.

  It is my goal to have BBB contact the general manager of **************** Whos name is ********************* *****. My fianc and I recently stayed at **************** in ****** we checked in on October 6 upon check-in we were offered to sit through a sales pitch for unlimited vacation club the following day on October 7. Unfortunately for us we were assigned ********************* who works for unlimited vacation club. We negotiated a package with ***** but it took too long and we wanted to actually enjoy our vacation instead of sitting in a sales meeting for six hours. He told us that if we signed the contract and paid the deposit that we would have five days to opt out from that point and he would speak to his boss about reworking our package to meet our needs. He stated that if we wanted to opt out all we had to do was contact him and let him know that we would like to opt out. On October 10 in the evening I sent ***** a text message requesting to opt out I have pictures and screenshots of the evidence of this to prove it. image0.png I assumed thats all I needed to do. I assumed that he was a man of his word and that unlimited vacation club actually employees honest trustworthy good people. I was wrong because as it turns out unlimited vacation club hires scam artists and liars and con artists who will lie to American tourists and say anything that they can just steal their money. I have already made a post on TripAdvisor, the better business bureau, yelp and I have already contacted my attorney and this is absolutely criminal fraudulent behavior.********************* has no business working for Hyatt, unlimited vacation club or ****************. You are doing a major disservice to your five diamond guests by allowing them to be scammed by this con artist. Unless this is resolved ethically my lawyer will be filing a suit against everyone involved. *********************, *************, unlimited vacation club, Hyatt, secrets, unlimited vacation club as well as the Prtizker family. I need my deposit refunded, the contract terminated and ********************* needs to be fired for his criminal behavior. ********************* ***** needs ti know that this criminal is working at his hotel!

  

  Business Response

  Date: 11/20/2023

  We have escalated this to the appropriate management team who will reach out to the guest. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20838948
  
  I am rejecting this response because:
  There was no resolution. No one has contacted me to resolve this. Not Hyatt, not secrets, not unlimited vacation club no one
  Sincerely,
  
  Camden ******

  

  Business Response

  Date: 11/29/2023

  ***** signed contract and wishes to opt out, and also filed a complaint on the sale agent. We have escalated his request and are continuing to follow up with the guest and also with Executive Management. 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20838948
  
  I am rejecting this response because:
  It says they are still working on it. There has been no resolution and its been almost 2 months since I was at secrets. 
  The only acceptable option is for Hyatt to terminate my contract and refund all money. 
  Sincerely,
  
  Camden ******

• Initial Complaint

  Date:11/06/2023

  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 had one FN award expired for just a few days, I called in for transforming to 10K points - Last year I was told by one of the representative that whenever you have expiring FN just wait till it expires and call in, they will be happy to compensate with 10K hyatt points.However, I got the 1st answer: this policy is one time curtesy and you have used it. I was totally not expecting this: I could have used it before expiration but since I was told FN can be safely transformed to points I did not redeem FN.Later I chatted with app agent and I got two different answers from same rep: 1. unfortunately expired awards are not transferrable. But after I mentioned about the 10k points thing, I got another answer: your FN has expired over 90 days otherwise it can be transferred to points. (in fact FN expired on AUG 26)So till this stage I have got 3 different answers towards the same request, I finally decided to call a supervisor. Luckily this time, supervisor *** was super friendly and explained well:1. FN awarded cuz i'm chase card holder is difficult to work with, so very likely I cannot get compensated 2. I had another FN expired in Jun that is not associated with chase (which I dont even remember), she might be able to compensate with points Unfortunately, while she was on her way submitting escalate form, we got disconnected. The very next supervisor was very unfriendly and just simply repeated: "everything was written in the terms and conditions I will not do anything for your expired FN. Please do some study to read the ** before calling us"At this point, as I have spent so much time kicked back and forth, I would like to ask 1. both of my expired FN to be transformed to points, 2. a promise from Hyatt customer service department that they will retrain their employee to give consistent answers, 3. an apology from the very last supervisor: she said multiple times "do you need me to point you where ** is?"

  

  Business Response

  Date: 11/13/2023

  ***** has been contacted and the requested resolution honored  

  Customer Answer

  Date: 11/15/2023

   
  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,
  
  Yuxiang ****

• Initial Complaint

  Date:11/06/2023

  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.

  In my view, Hyatt has not acted in good faith. Their staff should know all the particulars associated with all fees and product availability, and they should not use group tactics to try to intimidate and influence potential clients. They should spell out the military discount that they said we were given in writing. They should not take HOURS to conduct the orientation - specifically pushing sales. We were also told I was getting a military discount but I do not see where this discount was given. As a disabled Veteran with PTSD I struggle daily to maintain a positive attitude and not allow thoughts of anger and frustration guide me. I have been working to We should be allowed to cancel this Agreement because it was not made in good faith by the Hyatt team. I feel they manipulated my disabled veteran status, my disability and PTSD into having me think one thing when, in fact, the staff *must have* knew they were not providing all the details, exaggerating the benefits and they made it seem as though we could easily use the service but we discovered, as listed above, that was not true. Please cancel this contract and return any money due me. Sincerely yours, ************ *************************

  

  Business Response

  Date: 11/13/2023

  We have escalated this to the appropriate management team who has reached out to the guest and explained the details of the contract.

• Initial Complaint

  Date:11/05/2023

  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.

  Our wedding on 07/29/3023 was marred by contract-invoice discrepancies, causing confusion and impacting our financial settlement at Hyatt Hotel *****. Recurring changes in points of contact (3 times in a year) left us without support. An unexpected bill 3 days before the wedding went unsigned due to disagreements. At check-in, only one room was ready, and no point of contact was available for billing queries. On the wedding day, AC malfunctioned without an apology, making guests uncomfortable. Missing contracted services included champagne, vegetarian meals, and dessert deliveries. My complaint relies in the fact we did not agree to the final charges. We were then charged the money on our debit card. A debit card in which they did not have signed authorization to charge. They made several small charges on our debit card. One for *****, ***** and *****. Clearly the reason why was so that the charges would go through because they did not have our consent. We made a complain to Hyatt corporate and they agreed that these actions were outrageous based on the service we received and the level of communication. They allowed the location to resolve the issue and the manager said that there would be no resolution. We disputed the charges with our bank because they do not have a countersigned contract no signed authorization for our use of our debit card.

  

  Business Response

  Date: 11/09/2023

  ***** had a signed contract ************** the hotel's decision to deny a refund. 

  

  Business Response

  Date: 11/15/2023

  Reached out to Better Business Bureau Customer Relations Team - Waiting for a response 

  

  Business Response

  Date: 11/16/2023

  This email is in regards to complaint ID: ******** for ******************************** 

  
  

  The guest had her wedding at a Hyatt property and is disputing the charges. The BBB is now asking for a copy of the signed contract between the Hotel ***** and the brides. Since the portal is a public site, we do not feel comfortable posting the contract and were hoping you could assist.     

  
  

  Please note, our research found that the hotel had a signed contract for the event and then an agreement via email from one of the brides that ok'd changes. The couple disputed three separate charges with their credit card company and per the General Manager at the property, the hotel won two of the three disputes and is still working on the 3rd dispute.   

  
  

  
  

  Warm regards,

  
  

  ******************************* 

  Care and Resolution Expert  

  Advanced Guest Care  

  Global Property & Guest Services  

   

  T: +888.524.9288     M: *************     E: ****************************************  

  *************************************************; 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20827354
  
  I am rejecting this response because the argument is moot without the correct corresponding documents. A formal complaint with the Consumer ************************* has been placed in regards to the charges. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/20/2023

  Greetings from Hyatt, 

  
  Regarding BBB complaint ********, the requested follow up items are attached as well as the text of the email we received from the hotel's General Manager which will provide context to the attachments. (Please see the statement below.)  

  Attached is the signed contract and *** (Banquet Event Order) which outlines the pricing.

  Ive also attached email communication where they added items that were not previously contracted, but were aware of the pricing, and confirmed VIA email that the *** looked good.

  Let me know if you have any other questions or if I can be of any additional assistance.

  *******************
  General Manager
  HOTEL *****
   
  I hope this information is helpful to you.

  Please do not hesitate to reach back out if I can be of any further assistance.

  We look forward to hearing from you soon.    

  Best regards,

  *******************************
  Guest Care Support        

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20827354
  
  I am rejecting this response because missing are the following. Signed BOE from both parties, signed credit card authorization (or permission to charge 7, 000 to debit card), explanation of services not rendered from the original contract . "I think it looks good" is not a permissible response in court. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/01/2023

  The hotel has a signed contract and a signed credit card authorization form. They were also in written and verbal communication with the guest throughout the planning process. The hotel is declining further compensation and we stand with the hotel. 

• Initial Complaint

  Date:11/03/2023

  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.

  On October 26, 2023 I checked in to Hyatt *************. Upon arrival my wife and were immediately whisked into an office. There is no better word to describe this experience than a sales pitch. When my wife and I declined to add all of the things he wanted we were given room keys and told there's the elevator. We were not given a tour nor was anything explained to us regarding locations of restaurants or even how to get pool towels. We changed into bathing suits and tried to sit in an very unoccupied portion of the beach. Someone came over and told us we could not sit there unless we paid. The next morning we tried to sit by the pool but could not because virtually every seat was by reservation only. The next two days we had to pay $79 a day for a seat by the pool. Even AFTER paying this fee we were constantly nagged about buying a Tomahawk Steak Dinner and upgrades. It was annoying. Further, by the second day my wife and I both had explosive Diarrhea. We are very cautious about drinking water and only eating meat that is properly cooked. We drink and brush with bottled water. Something was not right and we both got sick. Fast forward a week later 11/3 and we still have diarrhea and I had to go to the doctor to make sure I am okay. A week of minimal sleep and vacation days we will never get back. Also during the stay we ran out of toilet paper from our sickness, likely caused by the food preparation.. I asked for toilet paper from room service. It never came. I asked for the room to be cleaned and I they said it would around ****. Room wasn't cleaned until just before bed time and I had to walk myself to the front desk at an all inclusive and do the embarrassing walk of shame with my toilet paper to my room. Oh and I almost forgot the shower on/off valve was dangling in the shower. We have stayed at 2 separate Hyatt Ziva's and had excellent service. Both times we were given tours and felt like royalty. This experience was a waste of my points for SURE.

  

  Business Response

  Date: 11/16/2023

  The hotel has followed up with the guest to resolve. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20821957
  
  I am rejecting this response because: the hotel sent me an email that I should have seen the medical professional on staff. Considering they did not even have the decency to provide a tour I had NO IDEA there is as a doctor on site. This would be great information to provide to your guests. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/26/2023

  The hotel is waiting on medical documents from the guest. They will work with the guest on a resolution after receiving those documents. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20821957
  
  I am rejecting this response because: I do not feel comfortable sending my medical documentation to ****** as it has personally identifiable information and is protected information. I have explained my issues to the hotel and diarrhea is diarrhea. A medical report showing I was seen for it doesnt change anything. Nor does it affect the **** poor service from Hyatt. 
  

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/03/2023

  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.

  I am writing to express my strong dissatisfaction with your hotel. I've been a World of Hyatt member since 2017 (#*********M). My blind daughter was required to stay at the Hyatt Regency ***** in ********, ** to attend the Miss Amazing National Summit for girls with disabilities from July *****, 2023. The service was horrible and the front desk attendant was **** and rude. The rooms were covered by fundraiser money, however the initial reservations required a credit card number. There was a national convention held in the convention center attached to the hotel. Each night, the convention participants would sit in every available space in the hotel lobby, including the floor, creating an unsafe, loud environment for those with mobility challenges or noise sensitivities (e.g. white canes, wheel chairs, etc.). Nothing was said to those who were taking up space on the floor. This affected the ability to safely navigate through the lobby. At checkout, it took a long time for someone to assist us with our luggage. When he arrived, he was discourteous and dismissive. The staff was uninterested in providing prompt and efficient service, both during and after our stay. On 9/8/23, two unauthorized charges of $889.20 from Hyatt appeared on my credit card. The hotel told me that the manager authorized these charges. I left my number but I was not called back. I emailed the hotels event manager who told me it would be rectified that day (September 11th). The next day I was charged the same amount AGAIN, now totaling $3,556.80. This lapse in customer service is unacceptable. This experience continues to cause me significant financial and mental stress and frustration. The families of the Miss Amazing Summit have to plan ahead for medical needs, accessibility needs, and financial expenses specific to their child(ren). It's unacceptable for such a prominent corporation to be so inconsiderate of its patrons. This entire experience reeks of ableism.

  

  Business Response

  Date: 11/12/2023

  Hotel has refunded the charges. We have provided an apology and points.