Hyatt
reviews and complaints

I have reservations for the Grand Hyatt Istanbul from April 8-12, 2020, Confirmation Number: [protected]. I have 2 room reservations, one for myself the other for my 85 year old mother. I understood that when I made the reservations the rate had no refund and cancellation restrictions. I made my reservations in early December and the world was not facing the Pandemic of the Corona Virus. I have been in touch with the hotel representative: GUL BAHAR POLATOZ, asking for an extension for a future date. The representative has been asking me to make reservations by March 15th and to travel before August 2020. At this point there is no way I can make such commitment. I will need to travel to Istanbul in 2020, but it might be in the fall since I need to make sure it is safe to travel. I've never heard of any large corporation not being able to accommodate during health crisis.

My name is Cecilia Gonzalez Blanco. I was staying at The Hyatt Hotel Rio de Janeiro from nov the 24th to nov the 28th with all my sisters and we rented two bedrooms.
During our departure day I realized the hotel had charged me USD976.08 to my VISA by mistake and Thais Monteiro, from the Accountant department, promised me to cancel the expense in the next days.
On Friday I called the hotel and I got Thais email and yesterday I sent her an email with my request, but I didn't get any answer.
Can you please help me to resolve this issue?
I need my money back asap.

I booked this hotel stay with Hyatt Regency Indianapolis through Expedia on November 18, 2018. We had purchased tickets to a concert in another state and we were staying at this hotel for one night. The event was not until October of 2019. I purchased both the concert tickets and the hotel tickets at the same time. I can't recall receiving a confirmation email for the hotel but I did for the concert tickets. I thought I put them both in a folder in my google account. In August of 2019 we were informed that the date of the event had changed. I looked all through my emails but could not find the confirmation for the hotel only the concert tickets. My recollection was that it was a Hyatt. Nearly a year later I could not recall how I had made the reservation. I went through all of my banking statements and could not find a charge for the hotel either, so I called all the Hyatts in Downtown Indianapolis to see if they had a reservation for us that week in October. All said no. At that point, I figured I either had been mistaken of the hotel or I hadn't booked it after all. I checked a few other hotels that seemed may be possibilities. I checked prices for the new date at the same time and booked a room at the Hilton for the new concert date, (they had no record of a reservation for us either). I expected that if I had booked a room I would get a confirmation sometime before the event. The week that the concert was supposed to take place I intentionally looked through my emails to see if I received a confirmation from any hotel. The only one I received was from the Hilton for the 26th, the night of the rescheduled concert. So, I thought that I had been mistaken and really didn't give it anymore thought until Friday morning the 25th when I saw an email from Expedia requesting me to fill out an evaluation for my stay at the Hyatt on the 23rd.

I called Expedia right away. I spoke with a nice man who called the Hyatt and asked if we could simply reserve a room for Saturday night the 26th without charge for the mix up, (mind you I had called the Hyatt months before and I had not received any confirmation for either Expedia or the Hyatt). The man said that he had spoken with a clerk and a manager twice and they were not willing to do anything except offer us a room for $259 for the 26th. I asked that man if there was some sort of compensation from Expedia. I was a bit irritated that Expedia nor the Hyatt had not sent out a confirmation at all either. I had not remembered who I ordered this room through and while I understand this was my error, I would think an establishments as popular as the Hyatt and Expedia would have such a process in their system. I cannot believe that I am the only one this has happened to. When you book something a year in advance, it is easy to understand how you could forget how it was booked and who it was booked with. The man said he spoke with a supervisor from the Hyatt and was told since I didn't cancel in advance there was nothing he could do for me. Really?

I am the only one taking responsibility for this? I did try to cancel in advance but the Hyatt couldn't find my reservation. I didn't expect to be reimbursed the whole amount but something for my inconvenience would have been appropriate or at the very least good customer service. Something seems very wrong with this to me. The Hilton sent me several notices. They were also cheaper than the Hyatt for the same night.

I am very disappointed in Expedia and the Hyatt. I would have thought doing business with quality establishments like this would have meant a higher level of customer service and follow through. Hoping that this correspondence will inspire you to rethink your policies.

In an ideal world I would be totally refunded for the room since I tried back in August (I believe it was around the 19th or 20th) to cancel the reservation.

Sincerely,

Fran Piekarski

Dear management,
i am now try the world of hyatt hotel chain for the first time.

Happy with the staff attitude
happy with the room
happy with the swimming pool
happy with the sea view room scenery

Only thing i really really really deeply disappointed is when there are no valet service for the guest.

And the near parking is also not ample. the guard told us to park at the area which is FAR, DARK and SCARY.

Please consider this because i started to upset and will think that hyatt management parking is a burden to me with 3 small children.

I was staying on the second floor room #217 October 19th - 20th 2019. There was some sort of construction or updating of the rooms down the hall. I came in to town from Richmond Virginia to relax and take care of some business. We got in late from dinner and wanted to relax and sleep. Needless to say we did not get much of it the banging started early first thing in the am. Lund banging on the walls on the floors that echoed throughout my room all morning. I couldn't even take a comfortable shower because the banging was so loud and even louder I the shower. We were hoping to sleep in but that was impossible that morning. I think Hyatt is amazing hotel I always stay at a Hyatt when we go out of town and I will continue to do business with Hyatt. This experience was horrible and obnoxious, and top it off the shower was dirty and rusty and not up to the Hyatt standard that I am used to. I think someone needs to contact me about this because it is very unacceptable. We are requesting a refund or some sort of make-up stay. Again I know Hyatt is an amazing hotel, we have had many positive experiences with the company and will continue to go forward. my email address is [protected]@gmail.com.

Thank You

My wife and I went to Valley Kitchen tonight around 6:50 pm with our 2.5 year old twin boys. There were two hostesses in the front and as soon as one hostess named Vanessa saw our babies, she told my wife that there is no table available until 8 pm while other hostess was trying to accomodate us right away. The hostess named Vanessa told us that all tables are reserved and we can either To go the foods or order Room service. As we were waiting outside in cold for about 40 min, I felt something was wrong as there was no one else waiting for a table, and there were plenty of empty tables in the restaurant. As I saw one couple with a baby getting seated right away, I asked whether they had a reservation tonight and they told me No. My wife and I got really upset about this situation as we felt discrimated, and told the manager named Sam. During our whole dinner time, Vanessa just kept ignoring us as she was walking in front/next to our table. It is just absurd and flabbergasted how Hyatt keeps this kind of rude, stuck-up employee who just left home while I politely asked Sam to have Vanessa sincerely ask us how was the dinner or sorry for the miscommunication. We would like to let the Hyatt corporate know about this particulate employee's rudeness as I have never experienced/encountered this kind of an employee being World of Hyatt member.

Yes I'm a pregnant woman and I was walking and I need to go to the bathroom nobody would let me use the bathroom they all told me to go somewhere else I told him a house with a couple blocks away and I couldn't make it there because I'm pregnant and I really need to go potty I was about to piss myself and it will not let me they yelled at me to come with me he followed me around as I was trying to find a bathroom and I ended up pissing on the floor as they videotaped me and laughed at me I'm humiliated her and this is wrong I'm making a lawsuit

We travel to Dallas every year and stay multiple days. Although we normally book at the Fairmont, it was sold out for our dates.
We arrived early at the Hyatt on September 21, 2019 and was greeted and informed by employee Jorge Lopez that no rooms were ready and to check back around 1pm. We were early and I totally understand. We checked back a little after one and was told, in a not so friendly way by the other morning shift employee working that day, that check in is at 3! Again, no problem because we were early. However, the customer service was going downhill from here, Strike one! We hung out by the pool for a little while and then came in and sat in the bar/breakfast area and watched some TV while we waited. I went to the desk to ask Jorge if there was anyway to get the college games on any of the TVs while we wait? In a bothered manner, he attempted to look for the remotes and then told me that he doesn't have them and that ALL of them are locked up behind the bar. Strike 2 for customer service.
Around 2:48, I saw that some other customers were gone and thought maybe they were able to check in. Thinking rooms were ready, my boyfriend went to Jorge and inquired about our room. In a rude tone, Jorge told him NO room was available. My boyfriend told Jorge ok and stated that Check-in was at 3. Jorge replies with a snide remark "It's usually around 3!" My boyfriend replied, "it states 3pm on the web site." Strike 3 on customer service. At this point I am looking for another hotel in the area and feeling very uneasy as a guest at the Hyatt House. No other hotels had availability in the area, so we kept waiting. Around 3:05PM, I approached the desk and Jorge was leaving shift and JR was coming on shift. I told JR that we had been dealing with Jorge and he kept stating that our room was not ready and I would like to know if it is ready now? JR gave an upset expression about Jorge and told me that our Room had been ready and that Jorge should of given us the room. Strike 4! At this point I felt as if we were targeted by Jorge. I then told JR I want to file a complaint against Jorge. JR was very helpful and friendly. We happened to have an issue with our toilet which had to be fixed immediately by maintenance. JR, his coworker and maintenance had a very customer friendly approach. I understand that things get busy and maybe businesses are short staffed and that things don't always go as planned or smooth. What I will not understand is Jorge's unprofessional attitude towards us and his lack customer service. I feel as if we were a bother to him. Jorge is a horrible employee and needs hospitality training and ethics training at a minimum. The whole check in situation had me on edge the entire stay. I feel as if Jorge targeted us. I can honestly say that I will NEVER give my business to a Hyatt Hotel or Resort anywhere. It's true when they say that one bad apple will ruin the bunch. In addition, I will be posting my experience on social media apps and my rating apps as well. I will also advise family and friends to boycott Hyatt business.

I am not a person who ever complains but I have tried to resolve this matter directly with the management of the hotel and am not satisfied at all. So I do not wish to be directed back there a third time. But I do not think my experience was acceptable. My name is Melissa Miller membership #546636969A...I usually use the Hyatt# in husband's name but since he was not with me on this trip I had to open a new one.
This is my third time staying for a week or longer at Hyatt Zilara in Jamaica. I was there on August 4-10 2019.
Obviously we have many choices on where to stay or vacation but we have chosen for 3 consecutive vacations to return to your resort where in previous stays I had NO complaints whatsoever.
This time was different and makes me never wish to come back again. I was very disappointed on many levels.
I went there with 2 of my adult children who are 20 and 22 years old.
They look forward all year to this vacation. Additionally, I am a destination wedding planner and always make a point to meet with your event staff (who have become my friends) while I am there.
Upon arrival we had previously selected a room in the adult area. We were told that a big company came in at the last minute and had taken many of the available rooms and were put in the area very much around the kids and our windows facing the kids pool area. This was not what we had in mind or had experienced in the past. So when I asked if we could please be moved to a room that faced the adult area I was told the only thing they had was an upgrade, and I had already spent a lot of money so I reluctantly agreed. They did slightly discount the room, but it still resulted in an additional $1300 I did not plan to spend.
Unfortunately the experience was nothing like it had been in the past. For one thing, my 22 year old daughter was harassed several times a day by the security staff for not being allowed on the adult side because she could not possibly be old enough. Not only did this not happen in past years, but one of the main reasons we return there is because of the friendliness of your staff. One time they made us walk all the way around the building to go through the front because they didn't believe me-her own mother- that she was 22. If you are having issues with this, you should either have them call the front desk or give out wristbands rather than harassing your guests several times a day. It put us in a bad mood pretty regularly and it was not one isolated time-I can't even count how many times it happened.
Additionally, the food and menu selection went downhill-that was another reason we went back there and it was not comparable on any level. It was clear there were many changes. It was my son's birthday while we were there and we went to the hibachi-style restaurant. I was sitting on the end and while we were waiting the women working next to me took peoples' finished dishes and grabbed a big wad of paper towels and wiped the dishes and put them back to be used-and they used the SAME towel for all the dishes-no soap, no hot water just a gross dirty paper towel and right in front of my face-We walked out and did not eat.
Several days we came back to the room after being out all day to a room that was never cleaned and had to go ask for towels to shower.
Again I am honestly not a complainer but I do not think that after filling out the email survey and being contacted by your social media person for the hotel that is a good resolution. Then almost a month later I hear from a "manager" who did not try to make me happy. This is not hospitality and not the way to treat a repeat customer (or any customer honestly).
He did not even offer to make sure I was satisfied.
I have spent close to $20, 000 in that resort in the past and I felt taken advantage of this time. I do not wish to return and that makes me sad since my kids had always called it their happy place... and I do not feel that I got what I paid for at all. At the very least I think the additional upgrade should be returned to me since I did not wish to upgrade but that was the only room they had available to accommodate me.
Please advise-
Thank you for your attention
Melissa Miller [protected]
[protected]@momentumcleveland.com

We were booked for three months at this hotel because I work for government and I was sent to work in new orleans. My wife was in the room with me. Today the manager kicked us out because my wife was rude to staff... My wife brought the car and tried to park outside to drop the groceries off because it is a long walk with a lot of bags. Valet guy tried to charge my wife and she told him that it's just to drop off the bags and valet guy kept insisting that he would still charge us by hour. Manager came in to the room and attacked my wife by saying few staff members did not like the tone of your wife's voice and she was very rude and that's the reason we have to move. I work in this building and we have been here for almost two months. Manager kept saying that we can't take your wife's tone of voice till the end of october and you have to move out immediately. This is insane and I am very shocked that I have to find another hotel at this hour. We never had such hate towards us ever before just for being straight forward with people. This is a huge deal and needs attention immediately. Please call me!

I have stayed her 4 times and this is the last:
1 Room remakes of spray deodorants.
2 Front desk extremely rude. I'm here with my brother to place him in an ALF and he was not treated with respect. The staff before used his name and helped him when he needed things
3 Had to get maintenance to spray for roaches.. saw 3
4 paid 75.00 for dog cleaning service which she was so much cleaner than the nasty carpet.. that was a ripoff.
5 Had to adjust door key 3 times.. would not work.
6 All I all the total accommodations were not up to standards at all.
Kathy.[protected]@gmail.com

I am not sure if I have the right department but I would like to file a complaint.
I have placed this reservation and all of a sudden the Hyatt place changed
the rate without notifying me, which is very unprofessional.
I just happened to call today to ask questions where I found out that the reservation
was changed. I always stay at the Hyatt because my father was a retiree
who worked for the company for almost 20 years. But this incident
kind of giving me a bad taste. I don't think, I could continue
recommending Hyatt anymore to people I know. It is really sad
that the hotel employees including the supervisor that I talked to has no sympathy
and could careless. She even very happy to cancel my reservations, she just didn't care at all.
This is not a good business! I hate to file a complaint but this is not nice at all.
If I this is not a right department please forward this email to whoever that are authorized to
make things right. Thank you for your time!
Here's my Confirmation Number : [protected]
Melita Cash

I recently booked a room through Expedia at the Hyatt Place Chesapeake. The property was lovely, clean and nice however within the first hour of my stay the hotel staff used their key to open the door to my room and I was exiting the shower. It was quite alarming. The hotel staff said they were deliverying a remote that my room had called for, however I just checked in and had not called for any remote. Needless to say I packed my bag and left the hotel. I was pretty shaken. It was room 414 on Wednesday 08/27/2019.

I stayed at the hotel less than 1 hour and a 1/2 because I was so shaken up. The hotel staffer seen me completely naked. Very alarming.

Respected Sir/ Mam

Sub : Complaint against SPA coupons sold to me worth Rs 125000/- @ Chennai Park Hyatt Guindy failing to Honor the same.

I have been using the Park Hyatt Chennai Gym and Spa facility for over 5 years and recently availed 50 spa coupons for
Rs 125000/- . I was requested to take a massage on 13 July 2019 as the Spa was doing less business and I booked a massage at 7:30PM.
Despite reminding the reception staff 10 minutes before massage and waiting 30 mins beyond schedule looking for the therapist I felt humiliated. This incident is happening to me the third time. Also I had been promised 2 months extension of membership at the time of payment for reasons of me taking a long vacation by Mr Pramod and this message was not passed on to the new Manager. I fail to understand that Antahpura Spa had just a handful business on the mentioned date with a Receptionist, Manager, Assistant Manager, Trainer and hardly few therapist are unable to monitor a massage on a non busy day. With this attitude of Therapist and Staff at Antahpura I will not be comfortable at your Spa any further and I request a refund for the remaining coupons sold to me.

Thanking you

Murugan Somasubramaniam
[protected]

Last evening (8/20/19) at about 9 p.m. I received a phone call from Hyatt saying that my membership number was selected for a free, all expenses paid vacation in Porta Viarta Mexico and a free week long cruise. They made it quite clear that I must make a decision while they were on the phone with me, because they weren't allowed to call the same number a second time. I did not have to decide on the vacation dates while on the phone, however, both vacations had to be completed by end of 2019. Since they repeatedly said there was a money-back guarantee, I asked the cost if I were to accept the offer. I was told $199. I told them at least twice that I had to ask my husband if he had any vacation time left this year before I could answer them. They said they would stay on the line with me. I arrived at home within ten minutes, and immediately told my husband, while Hyatt was on speaker phone, about the offer and asked if he had any more vacation time this year. The answer was no, so I told the man that I was sorry, but that we couldn't take them up on the offer. The man then very rudely said, "Thanks for wasting my time, [censored]". I became very angry at that. I am still upset today. I don't think that is the type of person you want to represent Hyatt at all. I would like a reply to this complaint. My member number is 547033416Y, and my email address is [protected]@aol.com. Your reply will determine if we ever stay in a Hyatt again. Sincerely, Ann Nettleton

I recently stayed at your hotel and had a awful experience. I booked a spa package called the passage, the price listed is $440. I spoke with Tess and inquired if the friends and family can be applied to that package or I could do something else. Tess proceeded to tell me with the friends and family discount it would be $330 plus 19%. I thanked her for her helped and booked the appointment. Upon arrival they were late 20 min and said they didn't have me in the system. After my appointment I went to desk to pay for my services and Danielle tells me my total is $760, I was stunned I told her even without the discount the total for the service was $440, I asked what the charges for. She had a associate named Regina speak with me, Instead of apologizing for the confusion she was very rude and unprofessional. I ended up paying $500 for the service. I asked if I could speak to a manager and they said they weren't available to speak with me. I don't normally send a negative review, although when someone spends $500 on a spa service you at least expect good customer service and an apology for a problem on their end. Instead I was treated poorly and talked down to. Very disappointed and I have been going there for years. It's not about the money, it's about the principal of an employee giving the wrong information that I agreed to, only to not be treated with NO respect and talked to unkindly. It was like the one employee was trying to be rude to prove a point in front of everyone. How embarrassing for a client who spends money on room at the Hyatt all over the map for work. I will continue to report this everyday that's how upset this treatment made me.

Dear sir,

I am yugandhara world business account holder with booking.com I have done a booking booking number: 3637484518 booked by yugandhara world
Booking date: jul 10, 2019 and even I inform the property about the client is coming early I was there but they just cancel all the booking and made it fresh. Which is wrong we as an agent is working hard to give a client to the hotels and when client reach a hotel they are just cancelling a booking and making a new booking on their agent name, which is a fraud. I am the wetness of the full scenario. Kindly take action on property people. If you give them client and they do such activity then there is no sense of working with such a big brand for wrong marketing.

Regards
Mamta

I am currently staying at your property Hyatt House in Anaheim.
I arrived late last night to my room. There were bugs in the bed, blood on the linens, no blankets on the bunks for my kids, and stains on the blankets.
I called down to the desk and they didn't care. They said they had only 1 blanket wow I was shocked.. the heat didn't work in the room so we froze all night.
This morning we complained to the manager on duty- Richard and he didn't care at all.
We returned back to our room at 2:30pm and it still hadn't been cleaned and sheets were still on bed stained.
My husband went down to the front desk and spoke with the general manager Rosa Cook.
She wasn't very pleasant. She said we are on a particular list in their system. They have a list within their internal software and we are on the list for being guests who complain a lot. She said management came into our room before we arrived and took pictures? Really? I can't believe this. We stay at Hyatt al the time especially in SF which they great! But at this hotel to be treated like this by Rosa Cook. I would like to know what list is this and who put us on it!
She wouldn't do anything for us. They cams to clean our room an hour later. So as we sat on the chair with two exhausted kids they finally cleaned the room at 4pm.
I will never stay with Hyatt again!
I've attached pictures.
Shelley Wieland
[protected]
[protected]@yahoo.com

My husband and I stayed here Thursday July 18. We bookef through priceline. My husband is a member but told he could not get points because we booked through priceline. We had an unexpected death out of town and were looking for an inexpensive room. We were givrn room 1114. The desk clerk told us to take floor 10/11. What she didn't tell us was that we would have to drag our luggage up stairs to the 11th floor. We are seniors. Upon room arrival we were appalled at this room. Tiny sink and tiny shower with no safety hand rails. I believe we were given this room as punishment for booking through priceline. We have stayed at many Hyatt properties and have never seen a room like this. May have to rethink what chain we use next time.
I am noy looking for a refund. I feel a free night in an appropriate room would be fair.
Joseph and Diane Castellana
[protected]@gmail.com

We arrived after an almost 11 hour car ride to the Hyatt Regency downtown Greenville SC at approximately 1:30 p.m for our annual convention.

After checking in, the Bellman arrived, we spoke with him about storing our luggage until our room was ready & he said yes. After removing one of the suitcases, he grabbed mine & broke the handle on my brand new personalized suitcase at the car as he haphazardly swung it on the cart. We all gasped & I immediately pointed out to him that he'd broken the handle & he just started laughing & said yes, yes, sorry, sorry? I said, "hello sir, you just broke my handle" & again he kinda shrugged & laughed again. He then stacked our luggage on the cart without regard to safety, neatness or plain ole' caring & then ran into the pole as our luggage toppled over to the ground. I told him I'd report this to the front desk immediately which I did. I was told that it would be reported to the manager & I left my info.

Our luggage was late arriving at our room so we called down to check & within 30 minutes a young lady brought the luggage to us & to our shock & surprise, a Broken Second handle on my suitcase when she got to the room. I asked her what happened & another handle was broken! Her response was -she shrugged her shoulder and nervous laughter & said she'd tell the manager which I'd already been told that!

I spoke with Rachel, manager & she said she had to contact her manager but it would be Friday afternoon before she could let me know. Rachel called Friday & I had to leave a session I was in & she reported Hyatt said basically maybe will cover half but did not sound hopeful. She asked me to contact my husband in Florida to ask what he paid, which I did.

I called Rachel & explained to her again that my husband had bought this as a gift to me for my trip & special ordered same. Rachel said her manager states that the handles might've broken anyway so they would only pay for half which was $75.00.

I told her that I didn't feel this was fair & reminded her of the rude treatment by 2 of her staff as they both laughed when this was pointed out as it was happening upon arrival & that I reported this IMMEDIATELY & pointed to the man & told her of his rude behavior.

I feel that this goes well beyond rudeness & poor customer service to me as a guest but stretches unfortunately into this being racism.

There were other factors that happened to us while there & those too are being addressed separately. My husband and I feel very strongly that we should be FULLY COMPENSATED $149.99 which doesn't include shipping & sales tax for the inconvenience & humiliating mistreatment this caused during my stay at the Hyatt Regency Greenville.

Highly disappointed that your staff did not live up to the mission & values your company says it stands for!

Thank you for your consideration.

Hyatt Greenville SC 7/3-7/7/19
Chronological schedule of events
- [ ] 1:30pm arrival
- [ ] porter unpacked luggage from our car & broke my handle & as I witnessed this & said to him "sir, you just broke my handle on my suitcase" & he laughed softly & said yes yes sorry sorry 🤷🏽‍♀️
- [ ] Then carelessly stacked our luggage on the cart not paying attention to breakables even when told what was inside the bags
- [ ] He also stacked shopping bags with water (heavy items) on top of our clothes without much regard to what we were saying or guidance about what was in the luggage & not to stack on top.
- [ ] He then ran the cart right into the light pole that you have lining the parking lot & walkway & EVERYTHING shifted & he almost lost the entire load.
- [ ] Again he laughed & pulled the cart backwards towards us & then told us it'd be in the holding area & gave us the ticket to pickup our items