ComplaintsforHyatt Hotels Corp.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a stay at this hotel on October 12 and the front desk lied to me about the destination fee, claiming that I will get refunded for $69 if we did not use the service on a card. Here is my review on **************************** with Hyatt this time. The room and location are good. However, the front desk lied to me about the destination fee. We saw that on Expedia when we booked it and asked the front desk. The front desk claimed that if we don't use anything on the list, they will refund the destination fee. So we didn't use anything, including the $10 food credit, hotel shuttle, coffee machine. On the day of checkout, the front desk re-assured to us that we will get refunded for both destination fee and the hold. However, after 10 days, destination fee is not refunded and I called them. They said the company's policy states that $20 destination fee is imposed mandatorily. THIS IS STRAIGHT UP LYING TO CUSTOMERS. I am very disappointed at ********************** for lying.

  

  Business response

  11/04/2024

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

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding the unjust closure of my World of Hyatt account and the refusal by the hotel to provide any further information or clarification on this matter.I received a notice from Hyatt informing me that my World of Hyatt account had been permanently closed due to alleged violations of the program's terms and conditions. The notice claimed that I engaged in activity inconsistent with the program's rules, including possible fraudulent or deceptive conduct. However, I reside in the ************* and have not participated in any such activities, nor do I recognize the hotel or reservations associated with these accusations.Following this notice, I reached out to the contact provided in the communication***************** and **************************************************** clarification and details regarding these claims. Unfortunately, the hotel refused to provide further information or evidence regarding the alleged violations. This lack of transparency is extremely concerning, as I have not been given the opportunity to address or understand the accusations made against **** have been a loyal member of the World of Hyatt program and have always adhered to its terms and conditions. The sudden termination of my account, along with the forfeiture of all points and benefits, has caused me significant inconvenience. Additionally, Hyatt has converted my future reservations to standard rates, which could result in no-show penalties and further financial loss.I am seeking the following resolutions:A full review of my account activity to identify and correct any potential errors. Immediate reinstatement of my World of Hyatt account and the restoration of all points and awards.An explanation for the hotel's refusal to provide information upon my request.If these issues are not resolved promptly and satisfactorily, I will consider pursuing additional legal options to protect my consumer rights.

  

  Business response

  11/01/2024

  After thorough investigation it was determined that the guest violated our terms and conditions.
  

  Customer response

  11/04/2024

   
  Complaint: 22471309
  
  I am rejecting this response because: I never have business with the hotel provided in ***** and I never get reply from the email they provided to me.
  
  Sincerely,
  
  **** **

  

  Business response

  11/07/2024

  Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions. We stand behind our decision.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 12, 2024, I reserved a room under my name at the Hyatt hotel in *********, **, for one night. After driving 300 miles from ******* with my wife, we arrived at the hotel at 2:00 AM on October 13, 2024. Upon presenting our reservation email at the front desk, the hotel staff refused to provide us with the room, claiming that the room was given to another guest because I had not arrived by 1:00 AM, even though I had told them that I am driving from *******, and will arrive late night. Despite showing them the confirmation email, they insisted they had no available rooms. As a result, my wife and I had to sleep in our vehicle on the roadside, as there were no other accommodations available at that time. This caused us significant distress, especially as we had a critical morning meeting the next day.I believe this constitutes a clear breach of contract, and I am seeking accountability from the hotel for:1. Failure to honor a confirmed reservation.2. Emotional distress and inconvenience caused by having to sleep in our vehicle.3. Any expenses that arise from this situation.I kindly request the BBB assist me in resolving this issue by seeking an appropriate resolution from Hyatt, including a formal apology, refund, and reasonable compensation. I have been trying to the hotel, but no response.Thank you for your attention to this matter.

  

  Business response

  11/05/2024

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

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Formal Complaint Against Hyatt Hotels Corporation Regarding Account Suspension Dear *********** am writing to file a formal complaint against Hyatt Hotels Corporation concerning the suspension of my Hyatt account and their lack of response to my inquiries.Details of the Complaint:Company Involved: Hyatt Hotels Corporation Account Information: ********** Date of Account Suspension Notification: 09/29/2024 Attempts to Resolve the Issue:On 09/29/2024, I received an email stating that my Hyatt account had been suspended without any detail explanation.I immediately replied to the sender seeking clarification but did not receive a response.On 10/03/2024, I contacted Hyatt Concierge via email to inquire about the suspension. Again, there was no reply.I sent a follow-up email on 10/13/2024 but as of today, I have not received any communication from Hyatt regarding this matter.Issues Experienced:1. Lack of Transparency: No explanation provided for the account suspension.2. Non-Responsiveness: Failure to respond to multiple inquiries over a period of 4 weeks.3. Loss of Access to Rewards: 3.1 I am a holder of the Hyatt Credit Card and can no longer access my credit card reward nights and reward points. 3.2 I have purchased a substantial amount of Hyatt points, and I have lost access to these points as well.4. Inconvenience and ******************* Loss: The inability to use my earned and purchased rewards has caused significant inconvenience and potential financial loss.Desired Resolution:1. An immediate explanation for the suspension of my account.2. Restoration of my account privileges if no valid reason for suspension exists.3. A formal apology for the lack of communication and inconvenience caused.4. I value the services provided by Hyatt and am disappointed by this experience. I kindly request your assistance in resolving this matter promptly.

  

  Business response

  10/28/2024

  After thorough investigation it was determined that the guest violated our terms and conditions. The guest has been contacted and provided the investigation results with the terms and conditions advising that accounts that are suspected or found to be acting in an abusive or fraudulent manner or engaging in any conduct that artificially, improperly, or deceptively impacts the accumulation, use, or loss of points, awards, or membership benefits may be closed. We stand behind our decision.

  Customer response

  11/03/2024

   
  Complaint: 22462506
  
  I am rejecting this response because:

  I have attempted to contact UrCove Chengdu Wenshu Monastery Taikoo ** at ***************************************************************************** since October 13, 2024, but have not received a response.
  I respectfully request detailed information on the specific terms I am accused of violating. Understanding these details is crucial for me to address any misunderstandings and ensure compliance in the future.
  Additionally, I would like to know if there is an appeal process or any steps I can take to rectify this situation. I value my relationship with Hyatt and hope to resolve this matter amicably.
  Thank you for your attention to this urgent matter. I look forward to your prompt response.
  
  Sincerely,
  
  Keyu Nie

  

  Business response

  11/08/2024

  Member violated the World of Hyatt program terms. The guest has been contacted and provided the investigation results with the terms and conditions. We stand behind our decision.

  Customer response

  11/11/2024

   
  Complaint: 22462506
  
  I am rejecting this response because:
  I am reaching out to provide an update on my complaint regarding the World of Hyatt account closure. *********************** ********** Support team responded, acknowledging my multiple attempts to reach the Hyatt directly, which went unanswered. While Hyatt has assured me they are coordinating with their regional team to address this issue, I have not yet received detailed information on the specific program terms that Hyatt claims I violated. This lack of transparency is concerning, especially given that my accumulated rewards and account status are at stake.
  I am hopeful for a prompt and satisfactory resolution but wanted to document this ongoing issue with the BBB in case further assistance is required. I appreciate the BBBs help in facilitating clear communication and transparency in this matter.
  Thank you for your continued support.
  Sincerely,
  
  Keyu Nie

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our family traveled to and stayed at Hyatt ***************** from 10/12 to 10/13. Our mother got injured during the stay. She walked into a glass door from the outside when she's back from the pool, believing it was not there due to its clear and non-visible design. As a result, she bumped into the door, fell down on the back of her head and was hurt. We wrote to the hotel on 10/17 (email to *****.******) to report our serious safety concern regarding the glass door and seek for apology and compensation but got no response from the hotel until today. While we understand the aesthetic appeal of clear glass doors, they pose a significant hazard if not properly marked or indicated. There were no visible markings or indicators on the door to make it stand out, which contributed to the accident. Please see the photos attached on the door (the right most window), which very much looks like the window does not exist from the outside view.This situation has caused us great distress and was very disruptive to our travel plan. Our mother is 60+ years old. We are very worried about her well-being due to the injury. The injury was very painful for her as she was having a serious headache after the injury, and she also scratched her arms. As a result, we cancelled the remaining trips and came home to let her rest. We are also very concerned that it could happen to other guests if this safety issue is not addressed. We urge the hotel to take immediate action to improve the visibility of the glass doors, perhaps by adding clearer signage or visible markings for safety. We also would like to express our deep disappointment regarding the lack of response and empathy shown by hotel staff following this incident. Not a single member of the hotel staff offered an apology or acknowledgement of the safety hazard or any compensation for the injury and disruption caused.

  

  Business response

  11/04/2024

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

• Initial Complaint

  10/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Hyatt regarding the unauthorized access and theft of my accounts awards and the lack of timely assistance from their customer service team.On October 19th, my ********************** account was fraud. I immediately called customer service to report the issue, and my account was subsequently frozen while they conducted an investigation. After completing the investigation, Hyatt confirmed that three free night awards were stolen from my account without my authorization. On October 20th, they unfreeze my account and instructed me to change my email address and password before contacting them again to have the free nights restored.I promptly followed their instructions and contacted Hyatt after updating my credentials. On October 21st, they restored the free night awards to my account. However, to my shock and dismay, on October 22nd, midnight, my account was hacked again. This time, three free night awards, one suite upgrade award, and two Club Access awards were stolen. I immediately tried to contact Hyatt again, but no customer service representative was available.Feeling helpless, I turned to Hyatts online chat support. Despite clearly explaining that my account had been hacked, the representative simply told me that any awards that were sent out could not be retrieved. This response left me extremely anxious and frustrated. At that time, I was actively planning my vacation and using the Hyatt app when I witnessed all of my awards vanish right before my eyes. Can you imagine the distress of seeing your property being stolen in real-time and being unable to do anything about it? Worse yet, I couldnt even secure my account or find anyone available to assist me.This entire experience has caused me great distress, leaving me feeling helpless and anxious. Moreover, it has ruined my vacation plans.

  

  Business response

  10/30/2024

  Guest has been contacted and resolution found.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stayed At this property on October 5, 2024 for 1 night. Upon checking out of this property, I received a charge for $294.38 from them. The front desk associate claimed this was a fee for smoking in the room, which I did not. This employee refused to escalate the issue to a manager, refused to allow myself or Hyatt corporate speak with a manager. They have refused to provide a breakdown of this large charge. I did not smoke in their rooms or on their property, have submitted proof of a 2 year non smoking lease and multiple hotel stays without incident per Hyatt corporates recommendation, with no resolution.This property is falsely charging guests after checkout, charging astronomical amounts, and stonewalling guests from resolution. This is terrible customer service and unacceptable business practice.

  

  Business response

  11/04/2024

  Guest has been contacted by the hotel and was advised that the hotel stands by their findings.  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi Hyatt,We had planned a weekend stay with our kids at the Hyatt ******************, but it turned out to be a disappointing experience.1. We requested a crib in advance, but upon our arrival, no crib was provided.2. The front desk staff was unwelcoming and did not inform us about the benefits for Globalist members. Instead, we were simply handed a card that stated, "These are the benefits." When I specifically asked for crayons and coloring booksbenefits included for Globalist membersthe staff did not mention them until I requested them. Afterward, the staff member gave me an unfriendly look and placed a basket of coloring books in front of me. The benefits were only provided upon my request.3. Around 10 p.m., my children discovered blood on the comforter, which we were supposed to use that night. It was extremely disturbing. Ive attached pictures with this complaint. Given that there was also other trash left in the room, I doubt the comforter had been washed. Since my children tends to put things in their mouth, Im concerned that the blood could lead to virus infection. While the manager, ****, assured us that the comforter had been washed and sincerely apologized, which eased my concerns somewhat, Im still worried about potential health issues for my children.4. The next day, around 2 p.m., the alarm went off while we were napping. We immediately grabbed our children and headed for the stairs. My husband and I each carried one child, both weighing 36 pounds. We descended from the 11th floor to the -1 floor. Ive had leg surgery and cant put too much weight on it, while my husband has a back injury, yet we still carried our kids down 13 floors. When we finally saw the security guards, they informed us it was a false alarm, triggered by someone vaping upstairs. No one made any announcements for over 20 minutes! and there were no security guards in the stairwell to let us know it was a false alarm! My husband and I are having pains severly now.

  

  Business response

  10/24/2024

  Guest has been contacted and compensation was given.  

  Customer response

  10/25/2024

   
  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

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Request for Compensation Due to Power Outage and ************ at *************************************** I hope this message finds you well. I am writing to express my dissatisfaction with my stay at the *************************************** on October 19, 2024. Due to a power outage, our entire stay was ruined, and we had no choice but to leave incurring even more expenses and having our plans entire ruined. While we appreciate the refund provided, the situation caused a significant inconvenience and led to unexpected travel expenses. We had traveled specifically for this stay, and unfortunately, it was a complete waste.Adding to the frustration, there seemed to be little urgency or concern from the hotel staff regarding the outage. No announcements were made until we suggested that they do so. During this time, we were forced to climb 12+ flights of stairs on three separate occasions, once with our luggage, which was an extremely difficult and stressful experience.Given these circumstances, we are requesting further compensation in the form of a future stay at your property. It would be this month still. While we understand that power outages can happen unexpectedly, the lack of communication and the overall poor handling of the situation left us with a very negative impression. The staff seemed to expressed little regard for the safety and care of their guest. People were in the parking garage panicking because it was pitch black it took forever to find our vehicle because it was so dark. All reservations elsewhere were canceled. Please consider this request as a good faith gesture to make up for the unfortunate experience we had. I look forward to your prompt response. Side note music in the lobby dont doesnt feel like a hospital ER when you walk in would be much more inviting Thank you for your attention to this matter.

  

  Business response

  10/24/2024

  Guest has been contacted and compensation provided. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I currently reside in ******, **. I booked a 1 bed hotel room at Hyatt Regency in ******* from Saturday October 12 - Monday October 14. My girlfriend and I arrived earlier than the checkin time and we were informed by the front desk - its a $50 early check in fee. We agreed to the fee because we wanted to settle in. At the same time - we were informed there would be a $250 hold on the credit card incase of damaged upon checkout. 3 days after checking out and returning to ****** - I noticed their was a $356.31 charge on the credit card. I contacted the Hyatt Regency and they sent me an invoice that shows how the charge of $356.31 was calculated. There was no damages in the invoice. The $356.31 is added from a lot of miscellaneous fees that we did not agree and/participate in. I want a full refund. I am asking for your help and guidance in order to receive the money that was wrongfully taken out of my account.

  

  Business response

  10/28/2024

  Guest has been contacted with proposed solution and has not responded yet

*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. ↩