Apr 10, 2019, 10:57 am
Last edit by: cmhsieh54
cmhsieh54 in post #1965 suggests that if you have an upcoming stay and if the online system (i.e. website/app) loses your confirmation number, and your online/telephone correspondence with corporate hotlines get you nowhere, call the hotel directly and give them your name and check-in date. Chances are quite high they'll find the confirmation number on their end and they will add it back to your online profile. It's a 2-minute fix; and a better day when we all don't have to be troubled by 'bugs'.
__________________________________________________
(Below is Marriott's own guidance about this 'bugs' thread)
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, logging out of their Marriott Bonvoy 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.
You may already be aware of this, but 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 a VPN and see if this fixes the issue.
If none of this resolves your issue(s), 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 Marriott Bonvoy apps, you can send the following information directly to the Marriott Bonvoy 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?
__________________
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
__________________________________________________
(Below is Marriott's own guidance about this 'bugs' thread)
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, logging out of their Marriott Bonvoy 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.
You may already be aware of this, but 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 a VPN and see if this fixes the issue.
If none of this resolves your issue(s), 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 Marriott Bonvoy apps, you can send the following information directly to the Marriott Bonvoy 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?
__________________
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Marriott.com website : bugs, glitches and outages
Jan 13, 2022, 3:45 pm
#1501
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I think the same thing happened last year. Somehow Marriott's outstanding IT forgot to zero out the nights from the previous year.
Jan 13, 2022, 3:48 pm
#1502
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
Jan 13, 2022, 3:52 pm
#1503
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
BTW, I checked my account on the website and mine says "0 nights + 20,000 USD to Ambassador". I had 110 nights last year. Seems they reset the spend though. LOL
Jan 13, 2022, 4:22 pm
#1504
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
Yes. I remember there was big uproar because a lot of people were trying to get Marriott to honor what the website said and the Lurkers had to apologize and say it was an IT error.
BTW, I checked my account on the website and mine says "0 nights + 20,000 USD to Ambassador". I had 110 nights last year. Seems they reset the spend though. LOL
BTW, I checked my account on the website and mine says "0 nights + 20,000 USD to Ambassador". I had 110 nights last year. Seems they reset the spend though. LOL
David
Jan 13, 2022, 5:46 pm
#1505
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Seems this has been going on for at least 3 yrs now! I found this post from Jan 2021 (see #59).
Marriott - 2021 Elite Requirements
I dont feel like digging back to Jan 2020.
Marriott - 2021 Elite Requirements
I dont feel like digging back to Jan 2020.
Jan 13, 2022, 5:57 pm
#1506
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
Seems this has been going on for at least 3 yrs now! I found this post from Jan 2021 (see #59).
Marriott - 2021 Elite Requirements
I dont feel like digging back to Jan 2020.
Marriott - 2021 Elite Requirements
I dont feel like digging back to Jan 2020.
Maybe they hope we won't notice.
David
Jan 13, 2022, 6:26 pm
#1507
Join Date: Jul 2010
Posts: 139
I didn't know where else to put this, but thought maybe this thread. What's the best way to get a points issue resolved? Had a 10 night stay in December for which I was correctly credited the nights (activity), but was awarded (credited) ~5k points, when I should have received ~189k points (!!!!). Wrote to Marriott and they said they "would add the reservation to my account" (it already appeared there! that wasn't the issue!). Is this when I have to start calling? Have never had the "Missing Stay" form not resolve the problem before...... (lucky me?)
Jan 13, 2022, 6:47 pm
#1508
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
I didn't know where else to put this, but thought maybe this thread. What's the best way to get a points issue resolved? Had a 10 night stay in December for which I was correctly credited the nights (activity), but was awarded (credited) ~5k points, when I should have received ~189k points (!!!!). Wrote to Marriott and they said they "would add the reservation to my account" (it already appeared there! that wasn't the issue!). Is this when I have to start calling? Have never had the "Missing Stay" form not resolve the problem before...... (lucky me?)
I am sorry for your frustration with this and would like to help. Please share in a private message, your full name, Bonvoy account number, confirmation number, and your contact email. This will be researched and you will be followed up on, regarding your concerns.
Jan 25, 2022, 9:18 pm
#1511
Join Date: Jan 2015
Location: Kuwait (KW)
Programs: Qatar Airways, Hyatt, Hilton, Marriott, IHG
Posts: 2,712
In what was obviously signs from the universe, I tried using the website to make a points booking and when searching for hotels with points, only cash rates would appear. Clicking on a hotel to view rates resulted in An unexpected error occurred but dont worry, were working on it for at least forty-five infuriating minutes.
I tried later and got to the hotel reservation page and when clicking to confirm, the page would load for ages and I got the 401 message then I tried again, made the reservation and got the 502 error. I checked my email for several minutes for confirmations: nothing. In a fit of swearing, I turned to my iPad app and made the reservation in one fast, easy set of clicks - but as my intuition would have it, I looked at My Trips and there were THREE separate reservations, with a swath of points deducted from my account for all three. I ended up canceling two of them and receiving the relevant confirmation and cancellation emails a good twenty minutes later.
Holy Moses, Marriotts IT is an unspeakable disaster.
khabah
I tried later and got to the hotel reservation page and when clicking to confirm, the page would load for ages and I got the 401 message then I tried again, made the reservation and got the 502 error. I checked my email for several minutes for confirmations: nothing. In a fit of swearing, I turned to my iPad app and made the reservation in one fast, easy set of clicks - but as my intuition would have it, I looked at My Trips and there were THREE separate reservations, with a swath of points deducted from my account for all three. I ended up canceling two of them and receiving the relevant confirmation and cancellation emails a good twenty minutes later.
Holy Moses, Marriotts IT is an unspeakable disaster.
khabah
Jan 26, 2022, 4:02 am
#1512
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,051
Since they can't even reliably count to ten for years of lifetime status, we knew Marriott Bonv°y information technology (IT) had issues. 
Beaucoup Bonv°y!
Beaucoup Bonv°y!
Mar 3, 2022, 12:33 am
#1515
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