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.

close

Find a Location

Hyatt Hotels Corp. has 1145 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Regency Chicago

  151 E. Wacker Drive Chicago, IL 60601-3794

• 

  Hyatt Place Baltimore / BWI Airport

  940 International Dr Linthicum Heights, MD 21090-2200

• 

  Hyatt Regency Chesapeake Bay

  100 Heron Blvd Cambridge, MD 21613-3420

• 

  Hyatt Place Uncasville

  2049 Norwich New London Tpke Uncasville, CT 06382

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:04/10/2025

  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.

  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,
  
  ******** ***********

• Initial Complaint

  Date:04/08/2025

  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.

  Time: March 8th-9th, 2025 Place: Hyatt Place *******/**************** Payment: Hyatt 8000 points I've stayed Hyatt Place *******/**************** on March 8th. But due to big noises from other rooms and outside, I couldn't sleep at all. At 2AM, I called the front desk to change my room but front desk person said it is a full house not being able to change the room. So I was told to get full refund of 8000points instead. However, I haven't received 8000 points yet. Please help me get full 8000 points refund. Thank you.

  

  Business Response

  Date: 04/14/2025

  Guest has been contacted and the requested resolution honored. 

  Customer Answer

  Date: 04/15/2025

   
  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:04/07/2025

  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 1, 2025, I made a reservation at the Hyatt House ************* (Hotel). I received a confirmation message of this reservation from the hotel shortly after. A few hours later, messages within the hotel's mobile app indicated "Room is Ready". I arrived at the hotel and was told that the hotel was oversold for the evening and there was no room available for me. An alternative option at ********** with another hotel operated under another brand (Embassy Suites) was provided, but I did not accept this as I wished to stay at a Hyatt, within downtown ******, and did not want to incur additional expense to travel to this property. I became increasingly concerned as I sat in the lobby attempting to find an alternative room (with no assistance from Hotel staff), and watched as 3 parties of guests proceeded to the front desk and checked in to available rooms. I asked the front desk employee why this was and was provided the response that "these rooms had been booked by families for a cheer competition and it would be more difficult to 'deal' with them if they had to move them" I take this to mean that I was singled out for being a solo traveler and generally agreeable/understanding of the busy situation. I do not feel that it is fair or justified to assign rooms in this manner, which I perceived to be from this property judging how much of a customer service headache each party would be. I am incredibly loyal to Hyatt and possess the highest loyalty status the brand offers - Globalist. This did not seem to be a consideration the night of the incident, however I did hope it may be factored in during my follow up with the hotel management. A small award was provided as a recovery gesture, but it was far below the fees and expenses I incurred when rebooking elsewhere.I seek only a better understanding of how rooms are assigned from this property, and a better explanation of the oversell procedure. My hope is that this does not happen to another customer.

  

  Business Response

  Date: 04/10/2025

  Guest has been contacted, and resolution has been found. 

  Customer Answer

  Date: 04/11/2025

   
  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:04/06/2025

  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.

  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,
  
  ******* *********