Hyatt
Reviews and Complaints

This is a formal communication to denounce an abuse by the Hyatt Centric Guatemala. This would already be the second complaint, the other is documented in the survey of the company and was attended by Mr. Walter Contreras. In this first formal complaint, the hotel, without my permission, moved me from my room and held my underwear hostage for two days because in theory they did not have a credit card of mine in their records.

Now on to the most recent complaint. Miraculously, the credit card on which they could not charge the 7 dollars for the laundry, now shows up with a charge for 448.39Euros that no one at the hotel has been able to give me an explanation as to what the charge was for.

For this reason, on September 19, when we noticed this charge, which we obviously did not expect since they themselves said that there was no card linked to my account, we sent a request for reimbursement, I also had to call the hotel and insist to at least receive an acknowledgement from my communication.

On September 20, I wrote again to understand the status of my complaint, they answered back asking me for the information that I had already given from the beginning so it has taken 24 hours to start processing the refund. According to what they answered that same day they were going to request the refund.

September 26th. Without any update from the hotel and as the charge had not yet been reversed, I contacted the hotel again. The response from Ms. Alisson Romero is: "unfortunately this takes a few days or even weeks". In short, the problem is mine. The hotel makes mistakes and the one who has to bear the consequences is the guest and in the words of this lady, I regretfully have to accept it. You can tell it's not her money.

That same day, given the absolute lack of ability to resolve the issue, I sent another claim and now, almost a week later, Mr. Contreras answers me. He sends me the evidence of the refund request which clearly states that it was made on September 21st by Mrs. Pilar Hernandez Martinez, that is to say, they took 48 hours to make the refund request, and today, September 30th, the refund has not been made, which is why I was forced to pay the debt on my credit card, so officially the Hyatt Centric Guatemala has stolen this money from me until further notice. Regardless, it is money that has already affected my cash flow since any refund will only give me a balance on my credit card. They have wholeheartedly demonstrated that they care very little about the welfare of their guests. Without a doubt, in my life I do not want to return to this hotel in Guatemala, we will see how corporate responds to understand if it is a network wide problem or just a local one. I demand my money back today!

My military family and I decided to take a drive to San Juan to Hyatt place for one night. I booked 3 rooms the evening before through bookings.com. We left out morning to explore before check-in and I received a call from my 90yr old dad that he had slipped in the yard and couldn't get up. He was under alot of emotional distress. I made a U-turn immediately. I called Hyatt right away and canceled booking explaining what had a happened and the young lady on the phone said she would refund me with no problem and i should call booking.com, since I purchased through them. I called them afterwards and thought all was okay. I received a no-show email and they charged three rooms to my card with no authorization. I called bookings and Hyatt and both are giving me the run around after promising to waive cancelation fee . This is an outrage and completely unacceptable. I just want my money back . I shouldnt have to chose between my father having a almost lethal fall and a hotel company full of greed and lack of human empathy . I will never ever book with them or any of their sister companies and wont recommend to any friends or family.

I was part of a Business Tour with a group of about 30 people with whom we stayed between the nights of Monday 29 and Friday 2.

On Friday, August 26, I requested a reservation for 2 extra nights: Saturday 3 and Sunday 4, to Melissa Gomez. Additionally, during the week I reconfirmed what was requested in the email, and they confirmed the corporate rate (USD 204 + tax breakfast included), they even charged my credit card. On Saturday they informed me that I don't have the reservation, and that if I want to stay, I have to prepay the full rate (USD 360 + breakfast).

Alyssa Santos (Front Office Supervisor) from the front desk, not only did not apologize for the poor coordination of the hotel, but she did NOT give me any SOLUTION, and she tells me that because it is a holiday there is no one superior to her to talk to so that they can help me. from solution.

The truth is that I am very disappointed in the service of the hotel, especially that it carries the Hyatt name.

I have stayed at the hyatt location

greensboro downtown 27401

and i did not received any cleaning of my room, I left early due to a bed bug investigation at this location, horrible management, The general manager by the name of Jenni Dunbar and Madison carroll-sydner we’re having a verbal confrontation with other guest at the time we departed this hotels needs to be investigated with the quality of the upkeep of the rooms and throughout the hotel. Horrible management

My wife and I have stayed at the same Hyatt House hotel in Sandy, Utah for more than a decade. Our stays have been good- decent pricing, decent beds, rooms, meals etc. Recently however, things have slipped and slipped far. We were there just two weeks ago and stayed for 5 nights. The hotel is in dire need of an update! The walls have dents and scuffs and peeling paint I asked after our third night's stay for them to clean our room as we were out of clean towels, our trash was overflowing...They reluctantly agreed, but it took a good two minutes of the front desk clerk to talk housekeeping into cleaning just one more room that day. ZI felt really dumb standing there while he tried to cajole them to clean my room. He told me that there were only two workers (maids) for the entire hotel. I was dumbfounded. They eventually cleaned my room that afternoon- they did an adequate job- not great- They didn't even restock the toilet tissue. We ran out that night! My sister in law and her husband also stayed there when we were there. They received a handout when they checked in about "third-day cleaning service". We checked in online and did not know about this new policy. It didn't matter as the they too had trash overflowing in their room

The food too has gone way down hill. No bacon. No omelet on Sundays

No good hot food like a make your own waffle- just mass food in warmers. The omelets on the other days were not cooked through and were runny. We didn't want to complain because the cook was a special needs person who just didn't seemed to have mastered cooking omelets quite yet.

The food was a selling point for us for many years- not any longer.

Please improve your hotel in these several areas so that we can continue to call the Hyatt House Sandy our Utah home away from home.

I had a very bad experience during my overnight stay at the Hyatt located at

2950 Oak Lake Boulevard, Charlotte, NC. I was awakened from my sleep early morning on December 23. 2021 by bugs crawling over my face, nose and around my neck. I had an early morning flight out to Birmingham, AL, December 23. I took pictures of the bugs crawling on the bed, my black jacket and on the ceiling over the sink. Nothing has been done about this horrible situation to this day, only to ignore the situation as it didn't happen. I have three or four discolored spots on my nose and the left side of my face where the bugs were crawling around. These spots started too visibly appear on my face and nose shortly after this incident. My contact information is [protected]@yahoo.com and my phone Number is [protected]. Thanks very much and I look forward to hearing from you soon. Willie B Wesley...

For Hyatt Corporate,

I am writing you in hope you can help us (Kappa Kappa Iota) with a billing problem. Kappa Kappa Iota is a not for profit philanthropic organization for educators. The purpose of this organization shall be to promote the advancement of education by providing an effective network for the exchange of education and teaching practices by educators. National Kappa Kappa Iota, Inc. 1875 East 15th Street Tulsa, Oklahoma [protected] [protected]@galstar.com [protected])678-0389 Fax: [protected]

This is the e-mail I sent to James Wilson when I received the bill.

“James,

“When we received the bill, I became a very upset to see that we were charged for the use of some rooms as our F&B was not reached. With all the things happening in the country, I am sure many of our elderly ladies were not ready to travel yet this year. Issues of Covid, higher gas prices as well as higher plane tickets caused many of our ladies to be unable to attend. Later I was informed that the original contract was based on 150 ladies attending. Only about 95 ladies were able to attend, so we didn’t make our F&B projected amount. When David LeRoy left & our ED Marilyn Bridges left, I would have thought a new contract would have needed to be signed by someone in each organization.


I only joined the committee is about November and didn't have any information about the contract. I was just asked by the then President Kay Palush to complete the planning of meals, tours, workshops & schedule. That is what I did when I was given Iwona Clark's name as contact. But she was very busy & hard to get in touch with until it was about time for the event.


I had addressed this in the e-mail I sent Joe Alegre a few days ago before his meeting with James Wilson & Iwona on our bill. I was really hoping some of the extra room charges could have been waved to compensate for the many hours I spent trying to get everything set for our Convention. The communication was very poor until we got to the Convention, then we had great service & the ladies were very please with the Convention & the Hyatt. I would hate to let the organization know about this financial problem as they may spread some bad report through social media so now I am contacting you at corporate and hoping you can help us.

I appreciate you taking time to read this e-mail and responding to my request.

Nancy”

On 7/2/2022, We arrived at the Hyatt in Rockwall, Tx. We booked our reservations online.

We received a text message saying our room (not rooms) were ready for check-in. We arrived checked in and received a room with two keys for Rm103 (not rooms). Reservation [protected]. We also had two waters #[protected] added to our American Express card. The next morning my husband purchased 2 coffees w baileys #[protected]. Room charge was $96.00 w govt discount plus taxes.

Upon check out on 7/3/22, this is the bill we received- No Problem!

Arriving home, I reviewed my American Express bill and it showed another room Charge of $108.00 and a pending charge of $24.00 to the food gallery! Neither one of these were ours!

I called the Hyatt on 7/4/22 at 8:30am gave my info to the clerk and she said she would give it to the GM. Waited all day no call back.

I called back on 7/5/22 at finally got the GM-Danielle on the line. I explained to her I had two charges. She informed me I had Rm103 and Rm114. I told her I only had one room. Danielle proceeded to tell me if Rm114 was clean she would give me a refund. Missing the point! I do not care what happened in Rm114- We weren't in the room! I told her I would call Corporate not only about the room but about her ugly disposition. Ms. GM told me to go ahead and hung up on me. I did call Corporate some number off the internet and this lady was nice, but she told me it looked like we booked on line 2 rooms a minute apart. I told her my husband may have hit the button twice by accident but upon check-in with the same card and Hyatt number no one ever told us we had two rooms booked. We received one set of keys and when we checked out and received the bill it had one room with the Gallery charges, we consumed.

Now, I have an issue not so much with the $108.00 but more so about the poor customer service. It concerns me that someone can charge my card and give me an attitude because I am inquiring about charges that are on my card! We have been Hyatt members for years and never had this kind of Service. So now I am just basically put out because no one will listen to me.

I have a dispute case opened with American Express.

I am writing this complaint in regard to a staff member of yours. A couple of nights ago I made a in regard to during the day and` spoke with two of your employees about the fact that I was having my sister-in-law going to the room ahead of me and how she is mentally handicapped, and I wanted to make sure she was cared for properly and would have no issues. I was assured everything would be fine, I even signed a credit authorization form so I would not have to worry about her having to have any form of payment needed, I selected all charges to be paid for and sent in the form, my assistant even spoke with the man who was working the front desk at around 3 pm and made sure they had the form, and everything was set for my sister-in-law. She arrived there and first the man work ling the desk tried to tell her she needed to pay for the incidentals, which I had wanted to make sure they were aware of the fact that I filled out the form, she did so, and he stated "Oh, I see it here, yes you have a 0 balance" and gave her the keys to the room. She was not in the room for even 15 minutes when he started calling the room asking when I would be arriving, stating that he needed a copy of my credit card. She finally got ahold of me a little later and I explained to her I was busy and would be arriving later than planned and that I extended my stay there for another night, I should be there after 2 am and I spoke with a friend of hers and had them speak with the desk and let them know. My sister-in-law is mentally handicapped which I made very clear to the staff and that I was concerned with how she was treated. When the next shift came on at around 12 am she immediately got another call (this is now the 5th call from your staff members!) telling her she had 10 minutes to pack up and leave, she explained to the lady that she had clothes she had just put in the washer and it was running, the woman did not care and stated again she had 10 minutes to pack and leave because there was no physical card on file for myself, I got a call from my sister in law hysterical (I find it hysterical the hotel did NOT CALL ME ONCE!) telling me what is going on - I immediately contacted your hotel staff in the live chat and told them of the situation and they tried to speak with the woman working the desk but she =refused to let her stay - I explained she is mentally handicapped and I could not book another room for her since it was now after midnight - and I was in another state and would be in the city for atleast a couple more hours, - they did not care and still kicked her out which my worst fear happened and she got mugged by some kids since your hotel is right by a BRC shelter I came to find out - - located 4 blocks away from your hotel - for mentally ill people. She ended up in the hospital thanks to your staff who is incompetent and unprofessional, how do you kick out a guest who is already in their room with two keys to the room?>?! This is outrageous and I am making sure to contact every news station so I can let everyone know the way your hotels are being ran and what type of treatment is given to mentally handicapped guests - they even tried to lie to her and tell her that the room was never paid for after they told her it was - which I know it was since I had to cancel the payment and had just extended my stay not even 30 minutes prior to all this happening, and I also had to be inconvenienced and cancel my credit card because I did not trust that your staff member was up to something nefarious with wanting to get my physical card - I think this type of behavior is appalling and I am outraged at this treatment I hope this never happens to another guest - but I am sure it will as long as you do nothing about this!

Hyatt Place 40 West Orchard Park Drive , Greenville SC 29615. My was from June24-27,2022. This hotel is absolutely filthy! I have had to be changed to a different room because the first room the shower was disgusting and there were dead bugs on the bathroom floor! The second room the shower curtain was disgusting as well! And I have pictures and your manager says to me I think we’ve been very accommodating and nice to you. Your hotel is filthy and you are saying you have been nice and accommodating to me? What would’ve been nice and accommodating is if your hotel was clean. I am going to contact whoever I need to contact to report this not just to hide it got to be somebody that inspects hotels

I was at the Grand Hyatt Baha Mar from 6/9/2022-9/13/2022 room 2040. While we were at the beach for a few hours we had somewhere between $700-$800 dollars in cash stolen. Whoever stole the money also tried to access our safe and left it jammed and inoperable. The money was in a secret compartment in a backpack that was completely trashed by the intruder. The worst part is Hyatt's response, which is nothing but a generic email as to this date. This is unacceptable on every account. We filed a report immediately on 6/12/2022 when the money was stolen. We were given an email and nothing more by Hyatt, no contact person, no phone number nothing even after trying. Worst company ever!

I stayed at the Holston house last week 6/13-15 I was supposed to stay the full week. I was in Nashville for my honeymoon. The first night I noticed it was a little warm, but it was late, so I went to sleep. I woke up the room was warm I talked to the front desk They assured me someone would be up to look at it. I went out shopping it was hot last week. when I returned to the room it was hot. I called the front desk they told me it just came back on and would be cooled in an hour. When I got in it was still hot. I went down to the front desk to complain. He said he had no overnight people to work on it and he gave me a fan. I found it very hard to sleep while sweating. Nashville was in the 100s all week. On the third day I called again they said it had been fixed and would be cooling down in an hour. I enjoyed the pool for three hours and when I returned the room was still hot. So, I had to pack my stuff up and find another hotel.

My son and I became ill and had to cancel reservations for May 28 2022 at your establishment at Hyatt place In Phoenix Arizona I had reserved a one night stay to take my youngest son to a concert there by the hotel.

I understand you have policies but it would of been nice to get a credit to use for future stay.

With the pandemic and all we did not want to expose others this would be unethical and totally wrong.

I paid over $300 and for myself that’s a lot of money.

My reservation number was [protected]

Would you kindly consider a voucher of some kind please?

Yvonne Richards

On day of arrival, I received one “room is ready” text. checked in with last name, business card. Wife and I were given one pair of digital keys to our one room. Checking out, was charged for my one room. Checking my on line credit card activity, saw an additional similar $ charge. I called Hyatt immediately, and they said I had reserved two rooms. They checked the activity log and saw that the second room was never occupied. They seemed to acknowledge the snafu, but when AE tried to get a credit, they denied it

I booked a 6-night stay at Hyatt Place Park City in March. The reason I chose this hotel was because on the hotel page, it was explicitly advertised that the hotel had a shuttle for guests (see attached screenshot). I chose to book this hotel and pay more than other hotels that were cheaper but did not have shuttle service. Once we arrived at the hotel, however, it turned out that there was no shuttle service. Instead, we were forced to use Park City's public transportation buses, which we could have done at a cheaper hotel. The manager and staff were rude and refused to lower the room price, saying "sorry, this is how it is", knowing full well we weren't going to start looking for another hotel because we were completely caught off-guard right there and then. I have submitted a feedback form to Hyatt a month ago, requesting a partial refund, however no one has gotten back to me, so I am looking for alternative ways to get Hyatt to compensate me for the fraudulent advertisement.

Staying now at Hyatt Place on Century Blvd LAX, went to the front desk to ask for a room service (towels, linens, bed made, regular). They refused, stating they now only will offer a room service/cleaning every fourth night of a stay. I asked if there was any exception to this, they said no. I will not be staying here again. Lazy staff and bad management.

Checked in hotel on 3/2/22 & car was hit by unknown person on 3/2/22. Walked outside to go to Chipotle & couldn’t unlock my car doors. Noticed damage to the back drivers side where the battery is located, I have a energy car. Noticed the passenger window down some. Walked back in hotel asked the manager to see the cameras & explained what happened. Told no cameras. Filed complaint on 3/9/22, just now hearing from consumers Dept in April 2022 and general manager. In late March this same front desk supervisor “Elizabeth” told her employee to walk into my hotel room, it scared me as I suffer from PTSD. She said she wanted to get a pillow. On another day March 25th, 2022 the same front desk supervisor fraudulently ran my credit card without my knowledge and overdraft my bank account, it’s still not resolved, I have not heard from their claim department and their is a lack of care.

Respectfully submitted.