ComplaintsforHyatt Hotels Corp.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation on October 3 with the Hyatt downtown ********** for 3 nights reservation number H9441731. I was talked into purchasing the insurance so that I could cancel if needed. I found a cheaper rate at ************************** a couple of days later and I cancelled the original reservation on October 5. There was a note in my original confirmation that I would be charged a day and taxes penalty if cancelled before October 5 not on October 5th so I purposely waited until that day to cancel. I was refunded most of my money but was penalized $467because they claim I was in that window even though it was not prior to October 5. I also cancelled the insurance since I thought it was taken care of. I have contacted lodging support several times and on October 10 they said my additional refund would be processed but never was. Continued contacts have been u successful with getting the rest of my money, they keep going back to that date of before October 5 and I do not understand what that is a problem since I waited specifically because that was stated. I want to get the rest of my refund and was not sure how else to get it thought I would try this, we ended up staying at the hotel for those nights and had a very great stay. We love the Hyatts and their ****** d would like to get this resolved. Thank you

  

  Business response

  11/12/2024

  Guest has been contacted and was advised that the billing was not from Hyatt but rather the third party that she booked with. She has been advised to contact that third party for a refund.  

  Customer response

  11/13/2024

   
  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.  There was confusion on where I first contacted since I think I found some 3rd party situation with the items that generate during a search.  It made it look like it was a Hyatt that I was contacting.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The app Suspended my daughters account on tagged which is an app owned by this company. After contacting the owner of this app I was informed the Account was deleted for violation issues. None of this was explained to me. I paid $11 with my credit card So my daughter could have full access to tags content. Less than 24 hours later, they suspended the account without explanation.

  

  Business response

  11/04/2024

  The guest's complaint is for a different company, not Hyatt. The guest has been directed to resubmit the complaint against the social media app and not Hyatt. 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at the Hyatt Place from 10/18-10/21. We booked 1 room for 4 adults, all traveling at different times. I arrived earlier than everyone else, checked in, given my room number and key.. The night of the 18th, as I was changing, two men I did not know came into my room with a key card. After calming down and dressing, we all agreed to go to the front desk. The front desk asked for my key cards, and they immediately turned them off. She locked me out of my room, with all of my belongings inside! She stated I needed to move rooms immediately as they had checked the others into another room by mistake. There was no apologies or acknowledgement of the huge safety concern this put me in as a single young female traveling alone at the time. I am incredibly lucky these men had no malice intent. I stayed in the lobby for an entire hour talking to customer service and requesting a manager, without access to my room or belongings, before the front desk just told me to stay in my room until the next morning, as my others were not in their room. I had to put glass cups and luggage in front of the door for the remainder of my stay because I could not sleep fearing someone would come in my room with a key card while I was sleeping. The issue was not my fault and the way I was treated was incredibly frustrating, concerning, and unprofessional.

  

  Business response

  11/08/2024

  Guest has been contacted and a resolution offered.

  Customer response

  11/11/2024

   
  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

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They gave us 5 years expired deodorant which caused a skin reaction

  

  Business response

  11/12/2024

  The hotel has contacted the guest to address their concerns, and they have waived the late departure fee. We have also contacted the guest to address their concerns and offered compensation for which we believe is fair. 

  Customer response

  11/14/2024

   
  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

  10/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing a complaint against Hyatt Hotels Corporation for failing to fulfill a suite upgrade benefit earned through my loyalty membership. Despite meeting all requirements, Hyatt could not confirm if and when my suite upgrade would apply to my recent reservation at Hyatt ******************* in January 2024. I requested the upgrade five days prior to canceling the reservation due to the lack of clarity and resolution, which I attempted to resolve through customer service and a case escalated to ********************** Consumer Affairs (currently awaiting a response).This incident highlights a troubling issue for loyal members like myself who rely on Hyatt to honor its loyalty benefits. The lack of follow-through on promised perks weakens the foundation of the program and impacts customer ************* response, I plan to publicly share this experience to inform others and seek recommendations from the BBB for steps to ensure Hyatt reviews and upholds loyalty commitments. I hope this complaint brings Hyatts attention to the impact of these gaps and encourages needed improvements for member experience.Thank you for your assistance in addressing this matter.

  

  Business response

  11/03/2024

  Guest has been contacted and resolution found. 

  Customer response

  11/04/2024

   
  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,
  
  ******* Cable

• Initial Complaint

  10/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Im a Consumer Affairs Investigator for the State of **********, so nothing bothers me more than deceptive business practices, and my stay at the Parsippany Hyatt was the text book example. There were hidden fees, deceptive pricing and advertising, and the retention of information, which a consumer relies upon to make an informed decision, prior to the purchase.The room wound up being $100 more than it was advertised for, and I lived with that, but then I woke up to a parking bill on my government vehicle. I went inside and asked, and they explained to me that they don't own the parking lot, and that a separate company runs it. That's a blatant lie... I looked up the business licensing and they're owned by the same company... and even if they werent, it's a hidden cost, intentionally arranged to make the room appear cheaper than you can actually get it for. So unless you plan on parking on the freeway and walking, you need to add a $25 parking fee (per guest) to your bill. The shame of it is, I had nice things to say, too, but they lost my respect when they tricked me into paying for goods and services, that I didnt want or agree to.

  

  Business response

  11/11/2024

  Guest has been contacted with proposed offer and has not responded yet.

  Customer response

  11/12/2024

   
  Better Business Bureau:
  
  I have received the businesses proposals, and I did respond to them, so I'm not sure why they're claiming that I didn't.

  This was a principle matter. I certainly wouldn't have invested so much time, merely to recoup $25, but I was happy to do it, in order to shine a spotlight on deceptive practices.

  The business wishes to refund the money that I paid to park, in their parking lot, so that my family could stay in a room twenty-five feet away, that we paid them $200 to stay in for the evening. To add insult to injury, there was no mention of this in advance, nor is there any alternative place to park. Therefore, the parking fee is absolutely part of the "room rate". This was merely a crafty way of making a room appear cheaper than it actually be gotten for, and it's clearly a concealed fact that every consumer would rely on when deciding where to stay.

  That being said, any business who would employ such a tactic, knows full well what they're doing, and has no intention of being transparent. Im sure the Hyatt has no intention of amending their policy to correct this, even though it has been identified as a violation of the consumer fraud act, by a consumer affairs investigator, to the Hyatts Consumer Affairs Specialist, who's clearly in a position to recognize and correct it. That would've been the proper response to the complaint.

  If they wish to refund me, then that's all I can expect, and I consider the matter recorded and closed.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I have a block reserved for 01/15/2025 to 01/17 for our wedding at the Hyatt *************************. We also have our own room reserved as well. We wanted to rent out the conference room to facilitate our traditional tea ceremony, as it is an important part of our wedding. We were told that food and drink were not allowed in the space due to policy. We spoke to the staff and they assured us that they felt confident that we could find a middle ground that could both serve us and the hotel. They then asked us what food needs we had so that it can be discussed. I replied letting them know that we would get catered trays of traditional Chinese finger foods, along with the tea itself. They took 11 days to respond and we emailed them 4 times, telling them that we will need to know ASAP, as we will need to make alternate plans if this arrangement doesn't work out. They responded saying that our event is not compatible with their space and then offered to cancel our block if we wanted to. The reason is because the food is "homemade" platters, and that catering only counts if the caterer was providing everything (plates, utensils, food, transportation). It felt uncomfortable to be told that traditional Chinese food from an establishment was "homemade." I then tried to ask if there was any space in the hotel that food could be served with a larger group of people. They responded saying that the public dining area can be used but we would not be able to manipulate the space or reserve it for a large group. I then asked if I could get a map of the public dining area to see how close it would be to the conference room to maybe see if we can have guests eat at the dining area and perform ceremony in the conference room. They responded saying that they do not have that. Responses were **** and did not attempt to work towards a middle ground, as assured. Policy is unclear as to how catered food would be a violation to the guidelines of the space.

  

  Business response

  11/03/2024

  The guest's concerns have been escalated to the appropriate management team who has been in contact with the guest to address the matter. 

  Customer response

  11/04/2024

   
  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,
  
  **** Capcap

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a hotel room for approximately $380 dollars for a specific room for my husbands birthday which was meant to be special occasion, I called to the property 1 week prior to arriving to ensure the room I had booked was still being reserved for me as I had already paid for it in advance. I was told the room was still reserved for me. I called again on the day of arrival to the property just to ensure once again the same room I had reserved was still reserved for us, I was told yes. When we arrived, we were told that our room that we paid for and booked 2 weeks prior, was given away to someone else and we were provided with a handicapped room that was of lesser value. I was so upset as this was a special occasion and I had paid so much money for this nice room and was given a small cramped hotel room for handicapped persons that normally books for about $100 a night. I have called Hyatt customer service the day this happened and again today as well as the property management and get no calls back, no resolutions or any assistance in resolving this matter.

  

  Business response

  11/04/2024

  Guest has been contacted and the issue has been resolved. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 3, 2024, I reserved a room with Hyatt House in *********** for arrival on October 25, 2024, I upgraded studio Kitchen with Two Queens. (Hyatt membership # ********). Total charges of $227.96. Hyatt charged my debit card for $232.96 and did not studio Kitchen with Two Queens. But upon check in the hotel only a room with a King bed with no Add on. I complained to the manager ****** McCloffin. They denied the reservation and stated that they are not Hyatt Brand. They did not provide an extra bed and ask for $600 charge for the room.

  

  Business response

  11/03/2024

  Guest has been contacted and the issue has been resolved. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arrived at the hotel Friday 10/25/24 at 530 pm for my reservation. The hotel did not have power but the rest of the block did. I had to walk up to my 5th floor room carrying my heavy luggage, and could not use my key to access my room as power was out. The hotel managed to have their credit card machine working and still charged me incidentals. I could look across the street and see businesses running, residential homes running. I called customer service as I had to fine somewhere else to charge my devices, bathe, and change. I called customer service at 1033 pm and was told the power was still out. I was not able to go to my room until 2am when power was restored. Upon checking out I asked if there was any type of compensation I could receive back since I did not have access to my room for my first day and night and was told no. The receptionist named nana lied to my face and told me power was out to the whole city. It was not, and I had gone across the street to be I. Light and eat and charge my devices. She then lied and said well it was their block that was out of power. And I told her that was not true as the residences, businesses, and other hotel had full power. She refused to give me any sort of compensation back and still charged me full price for 2 nights even with having no access to my room for 9 hours.

  

  Business response

  11/04/2024

  Guest has been contacted and the issue has been resolved. 

*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. ↩