Hyatt
Reviews and Complaints

We stayed at Hyatt Place Frankfurt Airport in Germany from 03/09/2022 to 03/10/2022 and prepaid the stay via Hotels.com. We arrived at 11:35PM and had to leave at 6:15am due to an early flight back home to the US. After arriving we didn’t even unpack and only took a shower, the shower immediately flooded and we had to stop the water and put all towels on the floor to stop the water going any further. We called the receptionist and he said he will be up soon, after he came in with gloves already on and a screwdriver in his hand he walked over the wet floor and all the wet towels making the floor already dirty with his shoes, he then lifted a floor panel in the shower and pulled out a huge amount of long slimy hair and throw this in the middle of the shower…we almost had to gag, I mean this was super disgusting. So he picked up the hair and now use the wet towels on the floor to clean the shower floor wiping still hair and slime around and said your good to go even leaving the wet towels near the toilet bowl. So we where like stunned and ask how he could leave it like this?!? He said, well don’t blame me this should have been done by the cleaning lady’s and they didn’t do there job and he had a really bad attitude at this point….we called hotels.com to complain and they said they have a strictly policy to no refund. Anyhow since then we still have not received our security deposit back after 11 days, I even emailed them and no answer. We will never ever stay at a Hyatt again, the room was smelly and the mattress was so old it had a developed a big bulge in the middle. Just disgusting all around and can’t even get my deposit back… lesson learned and to really read the comments people left about this hotel. I guess even if your tired to read before your stay in a hotel and specially a Hyatt hotel it does not matter.

I specifically booked a room with a bathtub. I confirmed my arrival and told the front desk to make certain I got the room with a tub. I’m at the hotel now and the tub does not hold water. My daughter wants to soak in the tub and she can’t. She had surgery, is in pain, and wants to relax in warm water and can’t. The woman at the fro t desk refuses to move us to an available room with a tub. Refuses. And she hung up on me. On top of that, the bathroom door does not close and maintenance hasn’t showed to fix that. I am livid. Their is no MOD on duty to fix the issue and the woman at the front desk agrees that she should not be left alone to handle tnese situations. I was also told that because I booked through a third party site, I rendered myself less valuable as a customer, Had I booked directly through Hyatt, she might have been able to do something, And even thiugh another room with a tub was available, I was told I could not be moved, but I could book the room online if I wanted to do so.

I was charge for smoking in room when we didn't smoke in the room. I tried talking to the manger about the marked up billing and how we didnt smoke on the room and that what they found was what we didnt smoke down stairs out front. We didnt stay lomg at all maybe five hours at the most, we checked in that morning and left by seven am. I would like for the money to be returned because I didnt authouriz this to my card. They charge more then just the deposit and i, going to report this to the better business bureau cause im not paying this 610 dollar bill when I didnt smoke in the room

This is regarding a stay from 2-29 Jan, 2022.

I booked my room through SATO Travel at the FedRooms rate, which includes parking. I have confirmed this with a SATO representative. I am a military member traveling on official business, using a government credit card.

I have tried on more than one occasion to inquire about what occupancy taxes would be assessed during my stay and what credentials I would need to provide. I have been told by front desk staff that Federal government employees are not exempt from any taxes at this hotel. Management was not available any time I went to the front desk. Staff has been unable to tell me which jurisdiction is specifically issuing the tax on my stay (city, county), so I am unable to determine for myself if this is true. I know that certain California, Sonoma County, and Santa Rosa occupancy taxes are in fact exempt.

I was directed to email a third party company (Coral Tree Hospitality) about my bill. I did so on 1/29/22 and have not received a response.

On 2/4/22, I forwarded the same email to the manager listed on my invoice and have not received a response, 5 days later.

These costs all came out of pocket for me and my organization will not reimburse them. I was called to Active Duty on April 5th for COVID-19 support and have been living in hotels since. This has been the most egregious overcharge and the apparently most understaffed/unsupported staff I have come across.

I made reservations for the Hyatt Regency in Monterey, CA through Expedia on 12/28/21. I found out on 1/13/22 that my girlfriend was exposed to covid. We decided to cancel our trip to Monterey and so I canceled my reservation. Hyatt denied my request because it was within the 48hrs. I understand it is policy, but I couldn’t have predicted exposure.

I stayed two nights at the Sweetgrass Inn at Wild Dunes in Charleston, SC on December 30th and 31st, 2021. The first night, I did not have any hot water. I tried calling the concierge and guest services with no answer. Went downstairs to check in to report. Person at desk said they would send someone up. Never did. Went back downstairs and got manager David. David came up and looked at the issue. Told me he was going to the basement and would be right back. He never came back and I received a call about an hour later saying they were going to comp my first night. I had to go over to another building to shower in my sister's room. Next day, the water was supposedly fixed. That evening I was running the water and the water heater pipes exploded in my closet. Scared the heck out of me. My clothes that I was intending to wear New Years Eve, were soaked and water was everywhere. Manager came up again and offered to wash my clothes. Of course that could not happen because they were dry clean only. Was switched at that point to another room. The trip was very stressful and not relaxing at all. Thank you.

I came to the Hyatt Lisle hotel to meet with some foreign men who were on a one week vacation. But, they were to meet with me for a business meeting.
They checked in on Sunday morning, 1/2/22, and informed me that they were going to head downtown for a few days on Tuesday, 1/4/22, they would then send their family members to the airport on Saturday, 1/8/22, and may highly likely return to the Lisle hotel on Saturday 1/8/22, in the evening for dinner with me on Friday or Saturday, with another person from a foreign country.
I became ill during the week and could not attend Friday's dinner..

I then came to the Hotel in lisle on Saturday afternoon and asked at the front desk if the men were checked out already They knew who they were, but told me to sit and wait to see if they return.

Within one minute after sitting down, the front desk woman, working at 2 PM on Saturday, 1/8/22,, called the lisle police and two showed up.

I explained to them that I work for the fed govt and had business to conduct with these foreign men. The woman at the front desk, on Saturday was told by the thin, young Bosnian woman working during the week, on Tuesday at 1:00 PM, to call the police on me.

She is thin, has light brown hair and is between 25-30 years old. This Bosnian woman did not want me to meet with the foreign men to conduct business. She did not want me to have dinner with them. This was a meeting between the American govt., British govt and Russian govt. We all work for govt. offices in our country.

I was livid. The two front desk woman need to be fired. Both, The woman working day time, weekday and the Saturday daytime woman. The woman on Saturday has short light brown hair.

The girl on Saturday told me to sit and wait because she was told that they are returning and checking out on Sunday morning. and then called the lisle police making me look rude, loud and dangerous. and making up a fictitious story about me.

I want them fired. Or I am filing a lawsuit against Hyatt Regency. I work for the FBI and cannot believe the treatment that I received from these two people.

Item stolen from room. Irreplaceable Disney employee promotional item from "Galaxy Edge" attraction. Star Wars bag filled with snacks & personal items. Matthew the manager is apathetic. Hold time on [protected] unreasonable. No answer
Response from numerous numbers called. The Hyatt Centric, Woodlands TX

Stayed overnight at Hyatt House Pleasanton 9/28/21. Alrhough I'd had nice visit there two years earlier, this time the Hyatt was rundown and unclean: HAIR inside the bed, worn and stained towels, stained couch, trash bag burst open at bottom of stained stairs etc. It was already late and we had early appointment so stayed and slept in clothes after mopping bed with damp towel (see photos: fine hair and curved hair like dog orcat in bed; stained worn towels with makep and blue stain (would use these to dry my car), stained couch, furry hairdryer and room vent and shower, coffee packets covered with filth, feather blanket stripped with no duvet cover, etc.
Front desk was apologetic (nice people), but at $174.29 for one night, especially in era of covid, I feel I should get a refund or credit. Not front desk's fault — I read this hyatt is in BK so they've thrown it — and paying customers — under the bus.

Called Hyatt corp and got on endless phone loop. They don't seem to care. Won't be staying there again!

Upon arrival I requested to add a second guest and paid the additional $220 per day for all inclusive access. Daily my guest was harassed by the hotel security.
- At Check-in he was escorted across the street from the hotel and asked to wait? Why did he have to wait across the street? Upon receiving a call from FD I verified he was a guest and just need to go to the FD to obtain a room Key.
- Day 2 he was refused re-entry twice to the hotel and instead of verifying his ID to the reservation he was questioned ( again he is listed s a guest.) He was asked Why are you here?, Room Number, Who invited Him..
-Day 3 He again is refused entry through the front. at this point he has been a guest of your hotel for 3 days. He proceeded to come to the room and was followed by security. When I opened the door and asked why he was being followed. He has been actively on the resort for 3 days. Has a wrist band, is registered and is encountering the same staff members. I was then questioned by security. I was asked if he was my husband? Why was he visiting ? Where were we going for the day. Why does this matter I asked we're paying guest and have paid? They also asked why was I visiting the hotel? Vacation I responded. I am saddened and heartbroken to say the least. It was embarrassing and offensive to watch people pass us and enter the hotel and to be continuously stopped. I asked to be contacted by the GM and I was never contacted. I spoke with the Supervisor but was offered no resolution. Of course we are both of African American Ethnicity. I work as a Hilton hotel GM and Have also worked for Hyatt. The is beyond the most uncomfortable situation I have ever encountered and would never treat any person in this manner.

When I made the reservations I was told that if I canceled my reservation I might be able to get the $19.99 service fee refunded when I talked to the customer service rep. So I believed that this was an option. But at the time of the cancelation I was told I would not receive a refund. I feel that the employee I talked to, should have made it clear that there wouldn't be any chance of a refund.. I called to cancel one month prior to the date reserved.
Thank you

Good morning,
I chose this hotel to enjoy my 50th Birthday celebration with my husband and friends.
But UNFORTUNATLY it was RUINED! I booked this reservation thru Hotels.com. Confirmation number [protected] and [protected]. The check in was smooth until 2 days later. My bank card was charged for the trip. 2496.75 And that was including the 300.00 holding fee. It cleared on May 17, 2021, Fine I expected that. Then on May 18, 2021 it was charged AGAIN FOR THE SAME AMOUNT. Then AGAIN FOR THE SAME AMOUNT. Then charged for 1982.55 twice. I don't know what that charge was for. I went down to the front desk they were clueless! All they could say to me after depleting 9472.20 out of my account was we will refund it! What!? So, you know that takes 3-5 business days! Why was I charged in the first place! They charged me when we checked in! This error cause my mortgage payment to bounce and other bills that I have set up to pay automatically overdraft charges! We could not enjoy Jamaica with excursions because our money was showing a transaction in our account. Even though is said pending.
And still no one had an explanation! So the remainder of the trip we were embarrassed, our friends were upset, it was a mess! I am disgusted and angry and felt totally scammed! Now that we are HOME the charges have fell off. We needed our money that we worked hard to save then to enjoy our trip and my Birthday! But again no one could tell me why the kept charging me in the first place. I NEED MY TRIP REIMBURSED OR REDONE SOMEWHERE ELSE! THIS IS RIDICULOUS!

A Random young man was provided a key to may room. He was not asked for his ID and him being provided a key made my key inactive.

First off I did not realize that any erso off the street could get a room key to someone's room without Proper ID. It does not make me feel safe at all.

I was visiting New Orleans from Michigan and I was here alone.

Dear Hyatt,
Thank you for your willingness to have CPAC at your hotel in Florida. America should remain a country that allows for diversity of thought and multiple beliefs. CPAC is a very inclusive organization that loves this country and has members from all different races, ethnicities and religious backgrounds. Individual freedoms and constitutional laws benefit everyone. It is in no way racist and people in the progressive movement want to do anything they can to discredit anyone who disagrees with them. I support all organizations being allowed to meet as long as it is legal and not causing harm to others.
I travel a lot for work and pleasure and know a many others that do as well. I will continue using your hotel and encourage others to do the same as long as you remain inclusive and not allow political hacks to paint half the country as racist or nazis.
Thank you for your consideration of this.

So I stayed at a Hyatt place In cherry creek Colorado for a little over a week. On my final day, I had an emergency at work and couldn't get back to check out of the hotel until early afternoon. I called and they said no problem. So I rush back only to find out they took almost the entire security deposit and charged me for a whole extra night. Ummm, first of all, no. Second of all they wouldn't let me stay since they were charging me unless I put up another security deposit which I don't have right now because I booked a different hotel already. So what the hell? The front desk guy was a total [censored] about it and told me to leave because I dared to ask him questions about their policy and why I wasn't informed earlier when I spoke to the lady on the phone? I'm pissed. I'm staying in hotels for work and I will be booking about 200 nights per year. Guess who I won't be booking through if this doesn't get fixed.

I am deeply disturbed to see that your hotel allowed a well known Nazi symbol to be displayed inside your hotel. This past week your Hyatt Hotel in Orlando Florida rented out space to the Conservative Political Action Conference. The stage erected for this conference was in the shape of a Odal rune known to be used by the Nazi in Germany, and known to be used by the far-right Neo-Nazi and White Nationalist groups operating in the US today. This particular rune can be seen printed on T0shirt and patched of the insurrectionist who stormed our National Capitol Building on January 6th. It is absolutely disgusting that you would allow such a symbol to be on display in your establishment

Hyatt calls hate symbols 'abhorrent' after CPAC stage compared to sign used by Nazis?

I will never stay at another Hyatt ever again. IF anyone is part of the Nazis you need to look to the left. The party of antifa, BLM, KKK and other hate groups are on the left. It just shows you know nothing about conservatives. A conservative is in the middle of the left and right. You have conservatives in both parties. The problem on the left is they are pushing all conservatives over the line to the right. So to come out and call them Nazis. I have voted for people in both parties and I vote for the ones that are more to the middle that are more conservative in their views. The left is pushing all conservatives out and they will vote for anyone on the right now with the hate you push. I will never stay at another Hyatt ever again with the hate you are pushing.

I recently booked two rooms at the Hyatt property in Cancun. (Hyatt Zilara) My stay is 24th thru the 27th. 2 rooms for 3 nights.
I noticed when I received my room confirmation that they did not give me my member rate. (which was a $400 savings and I've been a member for 20 years)
Like a fool I thought this was a simple mistake and I would just call Hyatt Global and they would simply make the correction in their system - problem solved.
Instead I spent collectively 2 1/2 hours on the phone, had three phone disconnections during the calls, only to be told that I needed to provide them with a screen shot of my reservations showing the member discount? (Who takes a screenshot of their online booking?) Most global hotel chains would know that rate off the top of their head.
This was such a pathetic example of customer service I don't know where to start. Between the Global Hyatt representative and the Hyatt Zilara hotel team member it was a complete goat rodeo.
Truth be told, after 2 1/2 hours of phone nonsense and zero accountability, my argument was simply based on principle. (I'll never get the 2 1/2 hours of my life back) It's ok though, I'll make sure I share this story with everyone I have a conversation about regarding Hyatt properties and what an absolute joke their critical thinking skills are. BonVoy I'm sure would love the 50 plus nights a year I stay in hotels.

One dissatisfied lost customer