Hyatt
Reviews and Complaints

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

I recently helped organized a trip for 12 people to Denver, CO
Having stayed at the Grand Hyatt Denver (1750 Welton St Denver CO 80202) once before and being a new world of hyatt member (march 2019, #544079775Q), I recommended that we reserve 6 rooms for 4 nights at this location given my past experience familiarity etc
I booked 2/6 rooms back in March and prepaid for them to save slightly more on the room rate ($1228 in total)
A few weeks prior to our arrival, I found that my credit card had been charged $614 erroneously. I had trouble getting through to the front desk initially and was told to call back later. On the second call, I was able to reach someone who was helpful kind understanding and resolved my issue in minutes. I was happy at this point and felt that this was probably just a simple mistake.
Our stay overall was mostly without issue with 2 exceptions:
First, 1/2 rooms that I was initially checked into Rm #407 if memory serves was appalling and had to be changed immediately (On entering the room it smelled strongly of feces and there was a large silver tube plugged into the wall with UV light marked on it. I can only assume that there was some sort of catastrophic plumbing issue that was still being decontaminated/mitigated or the prior occupants had destroyed the room. In any case, we should never have been checked into this room in the first place.)
Second (and more concerning) was yet another unauthorized credit card charge. I had indicated to the front desk at check in that I had prepaid for both rooms and already had an issue prior to arrival in hopes of not encountering this same issue but was happy to provide my card for incidents per usual. At checkout I was provided a bill reading a zero balance and was reassured. However on arriving home I once again found a $614 charge to my credit card that required another phone call multiple explanations of my problem and told over the phone that a manager would take care of it without ever actually having spoken with the manager.
Approximately 48hrs later the charge did in fact come off of my credit card but was left with an overall sense of dissatisfaction. I was left wondering how often this happens? Why did it happen to me twice in one reservation? And even, how often does this occur and maybe even go unnoticed by other customers? Once in my eyes is a glitch, more than once within the same reservation is likely systemic and maybe even an abusive business practice. I can't imagine this is the experience that you intend for all of your new world of hyatt members to have and I'm not sure how you can rectify this problem in my eyes.

Not sure how often or if I'll use this membership or your facilities in the future and certainly will think twice before recommending Hyatt again to friends and family.

Disappointed,

Dr Jonathan Frommelt

I am member under membership number 532067984K. I booked my room for stay and stayed at the said hotel for 2 days. At about 3PM on 06/22/1019 I found a charge of $ 214.00 on my card which was a surprise to me. At the time of check in I discussed the same with the reception and was informed that it is not the practice of Hyatt Group to create advance charge on the card of members and the charge has been created inadvertently on my card and would vanish as soon as the bill is finalised.

I am shocked today to find two charges on my card ie USD 214.00 and USD 184.00. I immediately contacted the hotel and was advised that this is the normal practice and charge of USD 214.00 should vanish within 5-10 business days. According to me this is not the normal business practice. I have never seen advance charge before check on my card during my stay not only with stay with Hyatt rather with any group of Hotels. Further if the advance charge was created there was no need of creating the another charge. The invoice should have been cleared from the original charge and the balance should have vanished within normal time.

I further contacted the hotel manager named "Marie" who was very rude. She hanged phone on my face stating that she can not reply my queries. It is further stated that during my stay I faced the following which was also conveyed at concierge desk at the time of check out:

1. Shower mat from the bath room was missing on the morning of 06/24/2019 which is a safety concern and a guest may slip in the bath room which may ha ve serious consequences.
2. I find the coffee mugs were dirty when I returned to room on the evening of 06/23/2019.
3. The house keeping did not kept any coffee/tea sachets in the room after servicing the room on 06/23/2019.

We expect a better service and respect from the service manager. I am really concerned that in spite of the mistake on the part of Hyatt Place, Las Colinas, so called manager could dare to hang the phone on the face of the customer.

I would now request you to look in to the matter and take the necessary action against the erring staff since this reflects on the image of the group.

Thank you

Rakesh Jain
[protected]@gmail.com

Attached: Screen print of both the charges on my card

I really am upset🛋I emailed expedia for a room in riverhead for sat June 15. First saw room Hyatt $490-00. So I booked Hilton in riverhead. But I love the Hyatt in riverhead. I looked again on Expedia price went down to $360.00. I cancelled Hilton and rebooked Hyatt for $360.00. But when I got to Hyatt and checked rate it was $490.00. I was upset.talled to front desk. All new people there as it was ovious. They said booked thru third party, nothing they can do. Called Expedia they are in Asia, hourson phone, nothing they could do. Then spent time calling Hyatt credit card, nothing they could do. Then called hotelbagain at riverhead Long Island, spike to supervisor Steve Assistant. Who spoke to Steve.nothing they could do. I stay. With boyfriend at Hyatt in nyc 800 dollars a night and I also stay at Hyatt's a lot. I cannot believe I am as treated this way. Date 15 of June Hyatt place in riverhead long islabd New York. My name cathy pagano [protected]. Address 5715 69 lane Maspeth ny 1137 . Please look into this. I rebooked to make sure I paid 360 for Hyatt not $490.00. I never would pay to hat much myself. I feel like you should not use Expedia since no customer service with them and Hyatt did.not help at all😥8

Good afternoon,

Just wanted to let you guys know that I am truly disappointed and dissatisfied with the way you all handled my situation. I was told by Ed that my reservation would be honored after the peak season. I don't know what circumstances changed that but this form of bad business is unacceptable. I was under the assumption that the Hyatt brand would always treat their customers with dignity and respect and always maintain their integrity. Unfortunately, that hasn't happened. It's always been my understanding that the purpose of being in business is to make a profit. However, you rather forfeit the chance to make a substantial amount of money hosting a destination wedding because you don't want to honor a reservation that was already paid for. You wouldn't have lost anything but possibly gained more returning customers and high praise. Obviously, that doesn't matter to you. I sincerely hope in the future, if this type of situation presents itself again, you take better care of the customer and be honorable in your business dealings. Thank you.

To whom it may concern .i wanted to bring this to your attention me and my wife and my child stayed at your hotel this past week for the casas summer institute we stayed at your hotel for the week from Monday to Thursday on are stay before we left I got lot of bites on my arm and face .we stayed in room 777 I feel the room should be checked for bugs i stayed mostly in my room with my child while my wife attending the casa I didn't that much of it but after the iching I contacted the hotel explained what happened and was sent to a voice mail in house keeping when I ask To speak to the manager but left my concern don't want to take up any more of your time take care

Hello my name isDanielle Herrington, I made reservations at 2 of your hotels in Atlanta for May 18-20th. Hyatt Regency and Hyatt place when i found out what hotel was closest to the place I needed to be I canceled the room at the Hyatt place, I wasn't able to cancel online after several attempts so I called the Hyatt place and spoke to a young man who answer the phone, I requested that he email me the cancelation to my email at [protected]@aol.com. On the 18th we check into the regency hotel, later I found out on my American Express card that I was billed for the Hyatt place also which they claim I stayed in room 0316 which is impossible. My card was with me at all times and only had 480.00 on it and the regency took 335.00 of that upon check in so how was I able to maintain 2rooms at 2 different hotels and when they billed American Express it didn't come off my card 2013 but, my Mothers card 51007. They have no proof stating the card was use there I know they have tapes checking in and out and would like to see who check into that room and out and with what card. After checking my email for cancelation I never saw and had forgotten about it until this showed up on my mother's card. Maybe you can give me the exact times each room was check into, if any fault is mine is because they stated I didn't cancel so that's one night, but Juan Quito's at Hyatt started somebody stay in the room for 2 nights. I've always stay in the Hilton everywhere I go and never had a problem until now. The case number is cs8719167 and also I would like the paperwork where I check out the regency with my name and email on paper. They charged me 269.00 for a room somebody else stay in and I don't think it's fair there has to be a way of seeing who and how this happened. I would appreciate that the funds be return back to my credit card after investigating this matter. Thank you. You can contact me [protected] if any more information is needed.

Hellow

I have stayed at your Dubai Riga Place hotel twice once in April and again in May

they first charged me pre-authorisation on both occasions and then on check out charged me full charges again, saying the pre-authorisation will be refunded back to me

i am since chasing the refunds and now they have stopped answering the mails as well

details of transactions pasted below

plus they have charged me a commision of OMR 1.980 without my consent

Pls see snapshot enclosed, amounts in yellow are what i need to be refunded back

Please help me, its hard earned money for me to lose like this.

Manoj Sharma
Muscat, Sultanate of Oman
GSM : [protected]

I have emailed Angelli Omana several times and rang her 4 times from the UK since our departure on the 21st April. She has not come back to me once. We have been over-charged for our bill for our stay 17th to 21st April 2019 in room 803 in the name of Batchelor.

Firstly they charged us $250 deposit twice. We have been asking for a refund now since the 17th April and this has not been done. They keep taking money off our credit card when we specifically gave them another card to use as we get transaction charges on this card. They have not refunded us all these transactions. Please see copy of email attached. We would like this dealt with as a matter of urgency as this type of service is unacceptable and no one has the decency to reply to me.

First email sent 22nd April when we got back to the UK
Dates: 17-21 April 2019 (4 nights)
Dear Angelli,

Further to my phone call with Rachel at the front desk, please can you help us out with regard to our final bill.

Credit Card Ending 7326
17th April - $1, 817.88 (room charge and taxes) The correct amount from booking.com should be $1, 807.04.
Please can you explain the difference?

We have 2 pending transactions from the 17th for £243.20 (GBP) and 20th for £242.44 (GBP).
These are in UK pounds as that is what is showing on the credit card.
Please can you clarify what these are for?
I believe this is an error and the incidentals deposit has been added twice to this card in addition to the details below in relation to the card ending 3053.

Bank card ending 3053
17th April - $250.00 for security deposit
17th April - $250.00 for security deposit (Taken twice in error. We asked that one be refunded, however this has not appeared on the card ending 3053 yet)

21st April - $53.17 - please explain what this is for
21st April - $192.53
21st April - $192.53
21st April - $192.53
These 4 transactions on the 21st total $630.76

I believe that the following is correct:-

Card ending 3053
Our final bill was $692.53 as written on our invoice
We asked that the remaining $250.00 incidentals deposit be deducted, therefore the final settlement would equal $442.53.
This card has been charged $630.76 (see 4 transactions above) this is an over charge of $188.23

Card ending 7326
The 2 transactions for £243.20 (GBP) and £242.44 (GBP) need to be reversed as these charges have been made in error.
Should we get charged for an overseas transaction we would also expect that charge to be refunded.

Please can you come back to me as a matter of urgency.

Best regards
Rachel Batchelor

2nd email sent on the 30th April
Dear Angelli
Further to my conversation with Rachel on reception yesterday please can you look into the following as a matter of urgency:

1) Card Ending 7326 - we are getting random charges put on this card and you are saying you have not charged us since 21st April. Please can you STOP using this card and refund the monies.
21st April - £9.12/$11.34 ref T900122
29th April - £17.78 ref T29826

2) Card Ending 3053 - we have still NOT received the $250.00 which you charged us twice. Please see attached statement showing transaction on 17th and 21st April.

3) Card Ending 3053 - You have charged us $442.53 on the 27th April. So now you owe us money as we have not received the $250.00
You should have charged us $630.76 (revised at desk) - $500.00 = $130.76
You now need to refund us $311.77

4) I have also made 3 lengthy telephone calls to you to rectify this. I will be sending you the bill.

Please rectify this as a matter of urgency. I cannot believe a company like Hyatt can make so many errors.
Regards
Rachel Batchelor

Hyatt Regency New Orleans
Confirmation No. [protected]
Booking No. [protected]

Booked and paid for my package, a 2 night stay, in full prior to arriving. During check-in that was confirmed but a card was asked for in case of incidentals. $100 was placed against the card rendered, as per hotel policy. Upon check-out the clerk stated he saw that the room had been prepaid and stated there were additional charges totaling $63.65. I understood and told him the $100 advance to be applied to any incidentals was for such. He then asked would I like a receipt. Here in lies the rub, the receipt received for Room, Taxes, Fees was not for $332.98 but $349.27.

Sharon Davis
[protected]@gmail.com

We are traveling in a group of 19 person, 10Rooms in total. Just with a simple request which has been sent to hotel when we placed the reservation 1month before arrival: 2 Twin room to be arranged as next to each others as the guests are sharing bags. The rest we are fine with random.

We stayed for 2Night which are 29Apr & 03May respectively. When we check in on 29Apr, the request was not been delivered nor arranged but the receptionist was able to help me make some changes and fixed it. At the same time, i mentioned to the hotel that please mark down on our little small request and please do deliver on our 2nd night stay on the 3May. He promised and tell me not worry as they have sufficient time to arrange that. I was confirmed and comforted by his words.

However, when we return again on 03May, the same things happened. We were attended by another receptionist apparently and i asked to fix this problems again, the immediate response i got was tell straight to my face that the hotel is fully booked and we got to accept whatever they offer without even checking the computer or at least show some effort that he is willing help.

I was so upset as i was promised & assured by them on 29Apr, but again the reception cant deliver and pushes away all responsibility by saying the hotel is fully booked. As the conversation went on, the receptionist ( Mr. Eioanas ) started to use another excuse to make us accept the given room, still without hands on the computer to check for any possibilities, he begun to blame us for did not send in the request earlier, however when i showed them the request prove, he changed his story again to telling us everythings is just on request basis and they couldn't accept the change of room type request . This apparently showed that he dint even listen properly nor understand my request, we were requesting for 2 similiar type / category room to be near or next to each as their are sharing bags.

Mr. Eioanas was not being not helpful at all, not even trying to find us solutions nor even care to understand our request. Eventually we accepted the originally given rooms as 30mins as passed and no solution was offered apart of listening to Mr. Eioanas blaming this n that. We are exhausted and our night was totally screwed by just him- Mr. Eionas.

Hyatt was our preffered hotel chain. But with this experience we were so dissapointed and shocked. How could the hotel let someone so untrained and unprofessional to be at front desk to welcome and assist guests. Despite, the rooms were lovely and super comfortable yet our overall experience was totally polluted and destroyed by Mr. Eioanas. Not to mentioned, until the very last minute, no apologies from him whatsoever. It made us feel like we must accept whatever the hotel gives us even we are a paying guests. What a shame for a world recognize 5-star hotel!

I am checking in with Viking and I was told our room wouldn't be ready until 3 pm
Every other person checking in after including the flight crew from our plane received their rooms. Even people who were with Viking received their rooms

This is the most ridiculous check in I have ever experienced. Not only have I been traveling 12 hours but then we are told to sit in the lobby for 5 hours and watch while everyone else gets their rooms

There is no way I will ever stay in a Hyatt again. I will stick with Marriott.

How long does it take to clean a room? My room better be so clean I could eat off the floor.

I am in Paris spending my time in the lobby ... thanks Hyatt

Hello Dear

I was charged for my stay for 1 night by error
شراء SAR 762.53 من البطاقة الائتمانية المنتهية 7276 لدى Hyatt place hotel في 08-04-2019.الحد المتاح SAR 592.64

I was moved from Hayatt Regency Olaya due to unavailable rooms
I was supposed to be fully covered and I unfortunately offered front disc my credit card only for incidentals on check in and unfortunately charged on check out by mistake
I was assured by Ms Dina from guest relations and Mr Moutasem that the refund will be processed immediately

I am here following up on this and demand refund to take place ASAP

Regards

Dr Mohammed Almohammadi, MBBS, FRCPC
Assistant Professor (joint appointment) at King Saud Bin Abdulaziz University for Health Sciences
Chairman of Pathology and Laboratory Medicine, WR
Consultant Hematopathologist and Transfusion Medicine,
Associate Director Saudi Stem Cell Donor Registry (SSCDR), WR
King Abdulaziz Medical City, WR, Ministry Of National Guard, Saudi Arabia
P.O. Box 9515, Jeddah 21324, KSA
Tel. No.: +[protected]/ Secretary. Ext.21648 - Direct. 21275. Bleep: 2122
[protected]@ngha.med.sa
This Email and any files transmit

Reservation #R1460856286

Booked a king size room on high floor for 4/25-26 at the price of 275. The confirmation received listed a total charge of 375. A 100 difference not including tax. I immediately, less than 5 minutes, contacted customer service to dispute the difference in charge. The sales person continued to state the room can not be cancelled I understand the cancellation policy for which I am not asking, I am disputing the cost of the room which is not part of the cancellation policy. I asked to speak to a manager who was unavailable at that time. my ticket number is 2735235 My only request is to have the room at the price advertised

After contacting the agent I went back to the confirmation page. The stated policy was sent after charges had been confirmed and not before. Frankly, I don't recall hitting the send button . the confirmation page appeared as I was looking for another room. If the policy of extra charge for recovery was available under no cancellation prior to booking I would not have booked the room . I would have paid the extra $10 and not gone through the process

I believed that I was booking with Hyatt official site and not through a third party that charges astronomical usury fees. Certainly, this is quite disappointing that disclosure was provided afterwards and not before. It appears that your intent is not honorable but to fraud the customer. Shame on Hyatt for allowing such maneuvering and the appearance of holding customers hostage. I think VA has a small window for fee adjustments

Please please please please please don't ever fall for this scam! I don't care what they offer you in trips and points, it is a total scam. The "free" week vacation they offer upon signing (and they gave us 2!) ended up costing over $6000 per week. And when we tried to cancel it, they refused to refund the $299 booking fee, so they will either steal a little of your money or a lot of it! Work a little overtime, save your money, and book your vacations the old-fashioned way. Do not do business with HRC or Interval International.

I arrived at the Orlando airport on September 7, 2018 after a delayed flight. Because I arrived after midnight, I ended up staying at the Hyatt Orlando Hotel. During my stay, I encountered a very rude front desk clerk who treated me with tremendous disrespect. Her manager then came to my room and asked me to leave the hotel even though I had paid for that day/night. I was not given a chance to discuss anything or even do remediation.

I am asking for a FULL refund of my total stay. I will escalate this matter if needed to corporate.
Sincerely,
Shelly Watts, M.Ed.
Paid with Visa and will give you the last 4 digits once I receive a response.