Jul 11, 2018, 4:42 pm
Last edit by: Starwood Lurker
If you're here, you are obviously experiencing some issues with the web site. Our apologies for any inconvenience. We have an interest in giving you the best web experience possible, so here are some tips on how to get any problems resolved:
First of all, the web assistance team has this suggestion for you:
"We first suggest the normal steps of clearing their cache (temporary files) and cookies, then log out of their Starwood Preferred Guest account online, then close all browser windows before trying again. Please note that clearing cookies may also remove any stored passwords in the browser.
It is important for them to log out to ensure no bad/old data is saved and so that the online account has a chance to refresh.
Also note that cache and cookies are 2 different things. The cache memory is what remembers old content for faster page loading and may cause errors after updates. Cookies are mostly only meant for tracking during the current session. Both can still remember old errors that may have existed in the browser."
You should also be aware that being on a VPN sometimes interferes with your browsing experience. Try browsing without being on VPN and see if this fixes the issue.
If this does not resolve your issue, you can you can send an email to [email protected] along with any screenshots leading up to and including the error message.
It also helps if you include the following information in your email:
-What browser(s) have you tried? Is the issue happening over multiple browsers or just one?
-Are you using a desktop/laptop or a mobile device?
-If you are using mobile device does this issue persist when on a desktop/laptop?
Once we have this information, we can forward it on to the web assistance team for further review, so please be as complete as possible.
If you are having an issue with any of the SPG apps, you can send the following information directly to the SPG App team at [email protected]:
-What device and operating system are you using?
-What version of our app do you have installed?
-What is the problem you have encountered?
First of all, the web assistance team has this suggestion for you:
"We first suggest the normal steps of clearing their cache (temporary files) and cookies, then log out of their Starwood Preferred Guest account online, then close all browser windows before trying again. Please note that clearing cookies may also remove any stored passwords in the browser.
It is important for them to log out to ensure no bad/old data is saved and so that the online account has a chance to refresh.
Also note that cache and cookies are 2 different things. The cache memory is what remembers old content for faster page loading and may cause errors after updates. Cookies are mostly only meant for tracking during the current session. Both can still remember old errors that may have existed in the browser."
You should also be aware that being on a VPN sometimes interferes with your browsing experience. Try browsing without being on VPN and see if this fixes the issue.
If this does not resolve your issue, you can you can send an email to [email protected] along with any screenshots leading up to and including the error message.
It also helps if you include the following information in your email:
-What browser(s) have you tried? Is the issue happening over multiple browsers or just one?
-Are you using a desktop/laptop or a mobile device?
-If you are using mobile device does this issue persist when on a desktop/laptop?
Once we have this information, we can forward it on to the web assistance team for further review, so please be as complete as possible.
If you are having an issue with any of the SPG apps, you can send the following information directly to the SPG App team at [email protected]:
-What device and operating system are you using?
-What version of our app do you have installed?
-What is the problem you have encountered?
spg.com website down / broken / issues / login problems ? Post Here!
Nov 18, 2015, 6:51 pm
#856
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,018
Same here. Annoying.
Nov 18, 2015, 7:23 pm
#857
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
SPG.com back up and working!
I'm in!
Nov 19, 2015, 12:09 am
#858
Join Date: Aug 2001
Location: Toronto, Canada
Programs: Liftime Titanium Elite Marriott
Posts: 1,752
Two days later, I have received an email from Starwood saying that it was my fault for requesting too many password resets and that they suggest I clear my cache. For the record I reset my password once, after I called in they reset it again.
They then suggest some guidelines for my user name and password. Basically everything is our fault versus Starwood making some changes that temporarily made it impossible for some users to login. Truly terrible customer service.
They then suggest some guidelines for my user name and password. Basically everything is our fault versus Starwood making some changes that temporarily made it impossible for some users to login. Truly terrible customer service.
Dec 6, 2015, 8:49 am
#859
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
haven't been able to check rates on spg.com all day today....every search for any property in any city comes back as no dates available....if i click on 'dates flexible?' then it shows the rate for that particular property but not for all the properties together....
anyone else facing this problem????
anyone else facing this problem????
Dec 6, 2015, 11:37 am
#860
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
SPG App issues. Ongoing.
Welcome, (null).
Haha. Nice to know the app is unaware of any of my names in my profile.
Also, the SPG Keyless....love it when it works, but constantly in-house at the W Bogota is is showing 'Thank You' instead of 'Active', which makes me take a survey when my stay is not even finished. I have to cancel it twice before the active key returns.
I can't be the only one with this issue, can I?
Welcome, (null).
Haha. Nice to know the app is unaware of any of my names in my profile.
Also, the SPG Keyless....love it when it works, but constantly in-house at the W Bogota is is showing 'Thank You' instead of 'Active', which makes me take a survey when my stay is not even finished. I have to cancel it twice before the active key returns.
I can't be the only one with this issue, can I?
Dec 6, 2015, 11:56 pm
#861
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
New "feature" reverts to US currency without request
First search gives local currency, but when I change dates it changes to US currency "for my convenience" then I have to change it back to local currency!
Dec 12, 2015, 11:46 am
#862
Join Date: Jan 2005
Location: Singapore
Programs: SPG LTP, HH D
Posts: 729
SPG App issues. Ongoing.
Welcome, (null).
Haha. Nice to know the app is unaware of any of my names in my profile.
Also, the SPG Keyless....love it when it works, but constantly in-house at the W Bogota is is showing 'Thank You' instead of 'Active', which makes me take a survey when my stay is not even finished. I have to cancel it twice before the active key returns.
I can't be the only one with this issue, can I?
Welcome, (null).
Haha. Nice to know the app is unaware of any of my names in my profile.
Also, the SPG Keyless....love it when it works, but constantly in-house at the W Bogota is is showing 'Thank You' instead of 'Active', which makes me take a survey when my stay is not even finished. I have to cancel it twice before the active key returns.
I can't be the only one with this issue, can I?
Dec 13, 2015, 5:07 pm
#864
Join Date: Aug 2001
Location: Toronto, Canada
Programs: Liftime Titanium Elite Marriott
Posts: 1,752
Well for my tech issue. I went back and forth with some numnuts and its been a month and no one has gotten back to me. I have given up.
On another note when I use the app for the iphone. When I open the app it says Welcome, (NULL). Who is this NULL person and taken over my phone.
On another note when I use the app for the iphone. When I open the app it says Welcome, (NULL). Who is this NULL person and taken over my phone.
Dec 14, 2015, 2:12 am
#865
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Dear members,
Our apologies for the inconveniences you have come across with the SPG APP.
Our SPG APP team is working on a fix to the issues mentioned.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Our apologies for the inconveniences you have come across with the SPG APP.
Our SPG APP team is working on a fix to the issues mentioned.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Dec 14, 2015, 9:24 pm
#866
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,139
Wow, did they ever mess up the "my stays" page. I can barely get two stays on the screen at a time now since they went with a huge presentation. Very poor design.
Dec 15, 2015, 12:55 am
#867
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Sorry for the inconveniences.
If you could provide below information to [email protected], our SPG APP team will investigate this issue.
Your phone model
Operation system
APP version
Screenshot of error
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Dec 15, 2015, 7:45 am
#868
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,642
Hi mahasamatman,
Sorry for the inconveniences.
If you could provide below information to [email protected], our SPG APP team will investigate this issue.
Sorry for the inconveniences.
If you could provide below information to [email protected], our SPG APP team will investigate this issue.
The formatting of the page seems to have changed. Each stay is taking up substantially more vertical space, the font sizes have been increased dramatically, and the photo used for each property is now much bigger than before. There's a whole lot more scrolling needed on the page now, which is somewhat annoying.
Dec 15, 2015, 2:53 pm
#869
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
Dec 16, 2015, 5:04 pm
#870
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
+1
Now the website and the app have crashed on me, just moments ago:
Gateway Timeout
The proxy server did not receive a timely response from the upstream server.
Reference #1.16433cbe.1450310203.403644d
App shows Bogota, Colombia and....We're sorry, there are no hotels that match your criteria. Would you like to go to the Explore section? No I would not, TYVM.
Now the website and the app have crashed on me, just moments ago:
Gateway Timeout
The proxy server did not receive a timely response from the upstream server.
Reference #1.16433cbe.1450310203.403644d
App shows Bogota, Colombia and....We're sorry, there are no hotels that match your criteria. Would you like to go to the Explore section? No I would not, TYVM.