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!
Jun 28, 2016, 11:45 am
#1006
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
This can't be replicated on our end. You might try logging off, clearing cache and cookies, closing the browser window completely, re-opening it, and trying again.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 29, 2016, 1:16 am
#1007
Join Date: Jan 2014
Posts: 1,265
This can't be replicated on our end. You might try logging off, clearing cache and cookies, closing the browser window completely, re-opening it, and trying again.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Error kept coming for Chrome browser, even after clearing cache and cookies.
When I used Firefox browser, no issues at all (except for the safety question annoyance
). Try it with a different browser and you should be fine!
Jun 29, 2016, 11:37 am
#1008
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
•SPG account number
•IP address (can be found using whatismyipaddress.com)
•The reference number cited at the end of the message
•The time and time zone that the error occurred
And, screen shots showing the progression to getting the error message. They can be sent to the email address below.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jun 29, 2016, 4:36 pm
#1010
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Thanks. I have passed this along to the web assistance team for their review.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 3, 2016, 3:26 am
#1011
Join Date: Jul 2008
Location: Kent, UK
Programs: BA Gold, SPG Platinum, Marriott Platinum, Hilton Diamond
Posts: 3,809
I'm trying to apply my Suite Night Awards to a booking and I'm unable to do so. I keep being directed to the login page. I log in and then am directed to the same page again, in an endless loop.
Jul 3, 2016, 3:37 am
#1012
Join Date: Jul 2008
Location: Kent, UK
Programs: BA Gold, SPG Platinum, Marriott Platinum, Hilton Diamond
Posts: 3,809
It's the same on my iPad too so it's not device specific.
Jul 4, 2016, 6:46 pm
#1013
Join Date: Dec 2010
Posts: 1,310
Hi Jesperss,
May I ask you to provide the screenshot of the error message with the information of the browser and IP address you used to the email below, so that we can have the tech team to look into this issue?
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May I ask you to provide the screenshot of the error message with the information of the browser and IP address you used to the email below, so that we can have the tech team to look into this issue?
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
I took time to email that address and got a response 4 days later with the usual "clear cache, different browser" stupid response.
I've been on the phone for 25 minutes and so far no resolution.
I even get a "complete your booking" email - and when clicking on the link within that email gives me the same exact error.
Jul 4, 2016, 6:51 pm
#1014
Join Date: Dec 2010
Posts: 1,310
If clearing cache and cookies does not work, we would need some additional details, such as:
•SPG account number
•IP address (can be found using whatismyipaddress.com)
•The reference number cited at the end of the message
•The time and time zone that the error occurred
And, screen shots showing the progression to getting the error message. They can be sent to the email address below.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
•SPG account number
•IP address (can be found using whatismyipaddress.com)
•The reference number cited at the end of the message
•The time and time zone that the error occurred
And, screen shots showing the progression to getting the error message. They can be sent to the email address below.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 5, 2016, 3:03 am
#1015
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Its July 4th and I still receive the error. 11 days later.
I took time to email that address and got a response 4 days later with the usual "clear cache, different browser" stupid response.
I've been on the phone for 25 minutes and so far no resolution.
I even get a "complete your booking" email - and when clicking on the link within that email gives me the same exact error.
I took time to email that address and got a response 4 days later with the usual "clear cache, different browser" stupid response.
I've been on the phone for 25 minutes and so far no resolution.
I even get a "complete your booking" email - and when clicking on the link within that email gives me the same exact error.
Firstly, I would like to thank you for taking the time to email us and provide the information. We have received reports that clearing cache and cookies works for some of our members. I am sorry to learn that you are still having difficulties with the website.
We will follow up with the tech team to see if they have any update on this.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 7, 2016, 11:12 am
#1016
Join Date: Feb 2009
Location: South Florida
Programs: SPG,Marriott,Hilton,Delta,US airways,Hyatt,Fairmont,American A,Priority Cub,Discovery,etc
Posts: 255
access denied for me too
cleared cookies,etc. Second day with the message "access denied". Tried another browser as well. Assistance?
Jul 7, 2016, 11:13 am
#1017
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
http://www.flyertalk.com/forum/26848250-post1008.html
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 12, 2016, 12:29 pm
#1018
Join Date: Dec 2010
Posts: 1,310
Hi Jesperss,
Firstly, I would like to thank you for taking the time to email us and provide the information. We have received reports that clearing cache and cookies works for some of our members. I am sorry to learn that you are still having difficulties with the website.
We will follow up with the tech team to see if they have any update on this.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Firstly, I would like to thank you for taking the time to email us and provide the information. We have received reports that clearing cache and cookies works for some of our members. I am sorry to learn that you are still having difficulties with the website.
We will follow up with the tech team to see if they have any update on this.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
I have still receiving the error. I have also spent over one hour on the phone attempting to fix this issue.
To this date I have only received one message a couple weeks ago, and that was to clear my cache. Four days after I spent time putting together an email with everyone that was asked of me, and within that email I said that I was receiving this error across browsers and computers. And I get a lazy response asking me to clear my cache.
Jul 12, 2016, 5:57 pm
#1019
Join Date: Mar 2014
Posts: 57
Have tried Safari, Chrome, Firefox and also IE all with the same result, takes you to a log in page and does not proceed any further.
If making a booking I can apply a Suite Night Award, trying to modify or apply one to a booking does not.
Jul 12, 2016, 6:44 pm
#1020
Join Date: Mar 2007
Posts: 3,990
Seems to me if a handful of devices are having a issues tens of thousands aren't, the issues may reside with the handful.
Cheers,
Cheers,