Complaints

This profile includes complaints for Hyatt Hotels Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hyatt Hotels Corp.

  150 N Riverside Plz Chicago, IL 60606-1598

  
• 

  Hyatt Hotels Corp.

  300 Light St Baltimore, MD 21202-1092

• 

  Hyatt Regency Long Island

  1717 Motor Pkwy Hauppauge, NY 11788

• 

  Hyatt Regency Pittsburgh International

  5335 Baum Boulevard Pittsburgh, PA 15225

• 

  Hyatt Regency Princeton

  102 Carnegie Center Princeton, NJ 08540

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  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,
  
  ***** *****

• Initial Complaint

  Date:03/26/2025

  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.

  In 2021, my wife and I bought into the *********************** vacation package. A part of this package included the World of Hyatt rewards membership at the Globalist package. We were informed during this sale that we would accumulate points and be able to use said points towards future travel. Since that time we have taken no few than 6 trips, booked through the World of Hyatt account and yet to receive a single point. Part of the issue, we found, was a clerical error made by the World of Hyatt team that they have refused to correct. After much back and forth, we became agreeable to the fact that we lost the points for 4 of these trips due to the timeline expiring. However, in February of 2025, we booked a trip to *******. During that trip we met with the world of Hyatt team onsite at the resort and they assured us that all the paperwork looked correct, and we should receive our points. I checked this evening, March 26 2025 at 7;30PM, and found that still no points are being credited to my account. I feel that I was sold goods under a false premise, and would like to seek a settlement for the points that are not being credited to my account.

  

  Business Response

  Date: 04/05/2025

  Guest has been contacted. The guest has not replied.
  

• Initial Complaint

  Date:03/26/2025

  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.

  This took place March 24th. My partner and I purchased a resort pass and spent nearly $400 at the Hyatt, expecting a relaxing experience. While enjoying the pool and hot tub, we shared some kisses and cuddlesnothing inappropriate. However, another guest falsely accused us of sexual behavior, specifically claiming that I had removed my bottoms, which was completely untrue. This accusation was addressed to us publicly in front of the entire hot tub, leaving me humiliated.The same guest then continued to harass us, insisting that my bottoms were off, despite this being entirely false. Feeling deeply upset by the unfair treatment, I approached management to express my concerns. Initially, the on-duty manager appeared to listen, but instead of addressing the harassment or investigating the claim, she told us to leave, stating that my attempt to escalate the matter was disturbing other guests. However, there were no other guests visibly affected, and I had approached the situation as discreetly as possible, though I was understandably tearful.When we asked for the general managers contact information to file a formal complaint, the same manager returned and threatened to have the police ****** us out. This reaction felt completely out of proportion and further added to the distress of an already upsetting situation.I am deeply disappointed by how we were treatedpublicly humiliated over a false accusation, dismissed when we sought fairness, and then threatened with police involvement simply for standing up for ourselves. This experience has left me shocked and upset, and I am requesting a formal review of how this matter was handled.

  

  Business Response

  Date: 03/31/2025

  Guest has been contacted and resolution found

• Initial Complaint

  Date:03/25/2025

  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.

  On March 16th, I booked a room at the Hyatt Centric Arlington. I arrived on March 21st, I paid in cash at the hotel, and they asked me to swipe my card for a $100 deposit, saying it would be refunded soon. The supervisor then assigned me Room 811. When I entered, I noticed continuous loud noise coming from outside the windownot from the air conditioning. I recorded videos and audio of the noise. I specifically needed a quiet room because I had an online exam to take on my laptop. Additionally, the bathroom in Room 811 had a strange odor, and there was a sharp, screeching noise, as if something was broken. I also recorded videos. Supervisor moved me to Room 720. Upon entering, I found it still very noisy. After enduring it for a while, I couldnt take it anymore and went back to the supervisor. She then assigned me Room 719, which I assumed would be on the opposite side, but it was just next to 720 and just as noisy. I said, "This is the third time youve done this. Ive recorded everything. If this happens again, I demand a refund so I can stay at another hotel!" She then offered Rooms 602 and 902 for me to check, but also told me sheve already changed my room four times; I cant do it again." When I went to inspect these rooms, they were still noisy. While checking the rooms, I passed a few being cleaned and noticed they were very quiet. They asked me to sign a document stating that I wanted to change rooms, implying it wasnt their fault. I insisted they amend the words. The manager even told the supervisor, "You can't write anything on it" told me if I want them to refund, I must sign They returned the cash payment, I asked about the $100 deposit, the said, "Once we cancel the reservation, the money will be refunded immediately." However, on March 25th at 4:24 PM, Hyatt Centric Arlington charged my card $388.84 without my authorization, and the $100 deposit still hasnt been refunded. I now demand a full refund of all the money I paid to this hotel!

  

  Business Response

  Date: 03/27/2025

  Guest's concerns have been escalated to the appropriate management team who has been in touch
  with the guest

  Customer Answer

  Date: 03/29/2025

   
  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:03/25/2025

  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.

  A June 23-June 30 hotel reservation was booked by a travel agency. On Monday, we reached out to cancel our reservation at Hyatt ************** downtown. We have been told by the travel agency, that the hotel is only giving us a partial refund, and I would like to be provided with information from the hotel why we are only especially since the reservation isnt until the end of June.

  

  Business Response

  Date: 04/01/2025

  **************** reached out to guest to advise there is no penalty to cancel the hotel reservation. Guest has been advised to reach out to the travel agent who booked the third-party reservation to cancel. 
  
  

  Customer Answer

  Date: 04/02/2025

   
  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,
  
  **** Roundtree ********

• Initial Complaint

  Date:03/25/2025

  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.

  Hyatt Member ID: ********** ** ***** travel card points were transferred twice to my Hyatt account ( Duplicate transactions). I initially transferred ****** points, but they werent appearing in my Hyatt account. I then made the transfer a second time and proceeded to book my stay. ** Hyatt account now shows a balance of ****** points, which I would like to transfer back to my ***** travel card. I contacted Hyatt using chat option, explained the issue and requested to reverse the duplicate transactions but they refused. It is requested to kindly revisit the issue and assist with refund of ***** points back to my ***** travel card

  

  Business Response

  Date: 03/29/2025

  Member has been responded to and information provided

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23113283
  
  I am rejecting this response because: Hyatt Hotels business contacted me the acknowledged the issue but they refused to help and asked me to contact ********** to reverse the duplicate transaction. The problem is ********** and Hyatt Hotels are business partners and they should contact each other to resolve this issue rather than each business asking me ( customer ) to contact the other business. Issue can only be resolved if both ***************** ***** and Hyatt Hotels coordinate with each other directly to resolve the issue.  
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/07/2025

  The guest has been contacted, and we have explained the Terms & Conditions

• Initial Complaint

  Date:03/24/2025

  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.

  On July 15, 2024, at a Hyatt ************* presentation in *******, **, we were told about long-term benefits and rental potential. They said it was good for our daughter's future. We agreed, but they didn't mention maintenance fees could increase. A "free" trip was a sales pitch for upgrades, which we declined. Since January 2024, financial hardship has stopped us from using our points, and we want to cancel the contract. The sales *** said we could rent out vacation days. We agreed when they talked about finances. We were told maintenance fees were fixed. They offered a lower down payment and more points. We signed the contract. We were promised a "free" trip to learn how to use points. Before the trip, they offered more points for a discount. We declined. They said our points were low. We said we couldn't pay more. They said the trip was for upgrades, so we canceled. We had no contact until January 2024, when ***** was hurt and couldn't work. We can't use our points now and want to cancel.

  

  Business Response

  Date: 04/01/2025

  We have escalated this to the appropriate management team who has reached out to the guest. 

• Initial Complaint

  Date:03/23/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against Hyatt Hotels regarding their refusal to honor their advertised Best Rate Guarantee (BRG) policy, despite clear evidence that my claim met the stated criteria.Hyatt prominently advertises on its website that if a guest finds a lower publicly available rate on another site, they will not only match it but also provide an additional 20% discount. Relying on this assurance, I submitted a *** claim for my reservation at the Grand Hyatt DFW (Confirmation Number: *******, Arrival Date: 04/17/2025, Departure Date: 04/18/2025). The lower rate I identified was publicly listed on ***************** at the time of my claim. I provided Hyatt with multiple screenshots demonstrating this, yet my claim was denied without a clear or policy-based justification.Hyatts response included a "************* frequently fails to have reservations reflected in the hotel's system however it's cheaper in my case and I proved that. This explanation is both vague and inconsistent with Hyatts published BRG terms. Additionally, when I attempted to book directly through Hyatt at a lower rate prior, their website repeatedly crashed at the payment stage, preventing me from completing the reservation. This technical issue further obstructed my ability to obtain the best rate through Hyatts own platform.Further exacerbating the issue, I previously had all my Hyatt Gold Passport loyalty points wiped out without explanation and was forced to open a new rewards account. I am seeking the following resolution:Hyatt should honor its Best Rate Guarantee by adjusting my reservation to the lower rate I submitted, along with the additional 20% discount per their policy.I appreciate the BBB's assistance in addressing this deceptive business practice and look forward to a resolution.Sincerely,**** ********

  

  Business Response

  Date: 03/26/2025

  Guest has been advised of Terms and Conditions of the Best Rate Guarantee Program. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23104761
  
  I am rejecting this response because this is false advertising and blatant attempt to accept responsibility and correct.
  

  ************* Legitimacy Traveluro is a well-known booking platform that publicly lists rates available for reservation. Could you please provide further details on how Hyatt determined that this site does not fulfill reservations as intended? This is a vague, generic response. If there is specific evidence supporting this claim, I would appreciate the opportunity to review it. However the price was listed at lower rate and ready for purchase. I gave you everything needed and requested for that, within the rules. At least at this this feels like false advertising by your company.
  
  
  Furthermore, your site had a lower rate the day prior and your site kept crashing as I entered in my credit card details multiple times and the next day it went through at the higher rate. 
  
  
  Last but not least, your company completely mishandled my account and all of my points went missing and was forced to start a new one with zero balance, which is unethical. 
  Now here we are ready to give your company another opportunity and its another opportunity ridiculous situation with Hyatt. 
  Given these points, I kindly request a reconsideration of my claim or a more detailed explanation regarding the decision. If Hyatt chooses not to honor the Best Rate Guarantee, we will cancel our reservation entirely and will no longer consider staying at any Hyatt properties in the future.
  
  
  I value Hyatts commitment to customer satisfaction and look forward to your prompt response.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/31/2025

  Guest has been contacted and resolution found.

• Initial Complaint

  Date:03/22/2025

  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.

  Stay: Feb 28-Mar 5, 2025 at Secrets ************ *************** I paid $5,000 for a "Preferred Club Junior Suite Ocean View Private Terrace" room. This premium price (double a standard room) was specifically for the ocean view advertised on Hyatt's website, which showed unobstructed ocean views in all promotional photos.Upon arrival:1. Staff attempted to upsell us for $300/night despite already booking a premium room 2. Our assigned room had NO ocean view from inside - you had to step onto the balcony and look around a wall to see water 3. When we complained, the concierge confirmed that no actual ocean view rooms were available (contradicting Hyatt's later claim that all rooms were properly "categorized as Ocean View")4. We were promised a room change after 2 days (40% of our stay lost)4. On transfer day, our "******" **** was visibly annoyed by our inquiry and the promised 3pm room change was significantly delayed 5. The second room still lacked the advertised ocean view 6. Manager Nirvana, when shown website photos vs. reality, laughed and stated they were "just for marketing" and told us to "change our mindset"7. The balcony hot tub had no hot water, another advertised feature not delivered I filed a complaint with Hyatt, requesting a 50% refund (the premium paid for features not received). They responded offering only ****** points while insisting the rooms were properly "categorized as Ocean View" despite the obvious misrepresentation. We consider this insufficient.This constitutes false advertising and deceptive trade practices. I have photo evidence of:- ***************** showing panoramic ocean views - Actual room views showing no/minimal ocean visibility - Documentation of manager's admission that photos were "just for marketing"Requested resolution:- 50% refund reflecting the difference between premium paid and standard experience received - Formal acknowledgment of misrepresentation - Assurance that marketing materials will be updated

  

  Business Response

  Date: 04/03/2025

  We have escalated this to the appropriate management team to address. Hyatt hotels supports the hotel's handling. The hotel offered compensation to the guest that we feel is fair and equitable.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23103206
  
  I am rejecting this response because:

  
  1. Hyatt has failed to address the core issue of false advertising. Their website clearly markets "Ocean View" rooms with photos showing direct, unobstructed ocean views, yet the room provided had no meaningful ocean view whatsoever - a fact their own concierge acknowledged at check-in when they confirmed no actual ocean view rooms were available.

  2. The manager admitted these photos were "just for marketing" and not illustrate of the actual rooms - a clear acknowledgment of intentional misrepresentation that violates consumer protection standards.

  3. The compensation offered (****** Hyatt points) is grossly inadequate for a $5,000 stay where the primary premium feature that justified the higher cost was entirely absent.

  4. Staff treatment was dismissive and demeaning rather than addressing the objective discrepancy between advertised and actual accommodations.

  This is not about subjective disappointment but about objectively verifiable false advertising. I paid nearly double the standard room rate specifically for an ocean view that did not exist as advertised. Hyatt's unwillingness to acknowledge this misrepresentation or offer appropriate compensation demonstrates a troubling disregard for consumer trust and transparency.

  I request that the BBB continue to note this as an unresolved complaint reflecting deceptive marketing practices. 

  
  Sincerely,
  
  **** *******-****

  

  Business Response

  Date: 04/13/2025

  The guest concerns were escalated to the appropriate management team who has reached out to the guest. The guest accepted compensation from the hotel that we feel is fair and equitable. Hyatt hotels supports the hotel's handling.