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
Sep 13, 2018, 12:09 pm
#257
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,760
I cannot do a date change on an existing SPG property booking booked thru Marriott account.
The system redirected me to the SPG old booking engine, but the change would not go to NEXT no matter what. I ended up canceling the booking to rebook the new date.
The system redirected me to the SPG old booking engine, but the change would not go to NEXT no matter what. I ended up canceling the booking to rebook the new date.
Sep 16, 2018, 4:50 am
#258
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
Is anyone else having issues with point totals changing with no corresponding entry in the activity ledger to know why?
This is making me crazy...
This is making me crazy...
Sep 16, 2018, 6:51 am
#259
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
If things don't add up right now, wait a day or two and it should catch up. If you get a gut feel (technical term) that something is wrong, then calling in or emailing may be wise. Fortunately, the CSRs have access to the back-office servers and those are updated much more frequently.
Sep 16, 2018, 7:16 am
#260
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
If yours went up by a few hundred or thousand points, it may be missing Plat amenities from Aug/early Sept...I had 1,700 points worth of them post last week.
Sep 16, 2018, 7:27 am
#261
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
Yes, it's crazy, but the process used does not compute the totals shown on the website from the transactions shown on the website. From what I've gleaned, they pull both of these items from the back-office system and not necessarily at the same time. So there can be a disconnect between two total snapshots and the transactions listed. So using Marriott Math, 1 + 1 does not need to equal 2. The upside to this process is our true data is not exposed on the web and subject to devastating hacking (vs non-devastating hacking). Should things go sideways they can initiate a total refresh and be back up and running in short order. Unfortunately, with all the efforts merging MR & SPG, they are making changes to the back-office systems (as they should) and we only see the results as sweeps are done to update the web servers.
If things don't add up right now, wait a day or two and it should catch up. If you get a gut feel (technical term) that something is wrong, then calling in or emailing may be wise. Fortunately, the CSRs have access to the back-office servers and those are updated much more frequently.
If things don't add up right now, wait a day or two and it should catch up. If you get a gut feel (technical term) that something is wrong, then calling in or emailing may be wise. Fortunately, the CSRs have access to the back-office servers and those are updated much more frequently.
I was promised 5,000 points for a service failure back in August (pre-merger) that never posted. I also have stays that have not posted.
No idea if it is one of these, or something else.
Makes me nutty when I can't reconcile what is happening with my account.
Sep 16, 2018, 10:45 am
#262
Join Date: Dec 2002
Posts: 34
total frustrated with SPG
I used point to book my new year hotel. I tried to remove 1 date from the reservation. The website will not allow me to do. I do not want to cancel my reservation because the hotel is full. The call center tell me to check the website every day to see if it is working.... Is there a technical folk to call the spg regarding bugs to the website. Also, it will not allow me to add dates to the reservation when the hotel is full.
Sep 16, 2018, 1:35 pm
#263
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,745
I don't think Starwood has ever allowed this. I'm sorry, I know this is frustrating, but it is how it has always been. I've made some 2019 award bookings one night at a time, booking sequential nights. It's a pain but it gives me an easy way to knock of the first or last night.
Sep 16, 2018, 10:45 pm
#264
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Internally, they must be tracking a drop in reservations.
Trying to make some reservations .... on the website, my preferred choice, once I try to select brands it tells me no hotels are available in NYC. And, of course, can't hide hotels that don't have my corporate rates available or sort by price. On the app, only SPG properties show up. Then, if I use a MR corporate rate code, it only shows MR properties so I have to then use a SET code if I also want to see SPG properties.
Trying to make some reservations .... on the website, my preferred choice, once I try to select brands it tells me no hotels are available in NYC. And, of course, can't hide hotels that don't have my corporate rates available or sort by price. On the app, only SPG properties show up. Then, if I use a MR corporate rate code, it only shows MR properties so I have to then use a SET code if I also want to see SPG properties.
Sep 16, 2018, 11:59 pm
#265
Join Date: Jan 2006
Location: In the air
Programs: Occasional RTW club
Posts: 6,924
I used point to book my new year hotel. I tried to remove 1 date from the reservation. The website will not allow me to do. I do not want to cancel my reservation because the hotel is full. The call center tell me to check the website every day to see if it is working.... Is there a technical folk to call the spg regarding bugs to the website. Also, it will not allow me to add dates to the reservation when the hotel is full.
Sep 17, 2018, 4:35 am
#266
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
Sep 18, 2018, 1:29 am
#267
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,621
+1 -- The hotels can easily modify reservations for you. I've had to do this multiple times in the past month with the hotel being sold out. Likewise, sometimes calling the hotel when it's showing booked on the website can also sometimes yield a room.
Sep 18, 2018, 2:56 am
#268
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,717
Just tried booking the Imperial Hotel in Vienna from the 28th Sept to the 30th and I'm getting all kind of weird effects.
Booking for two days gets a rate of around €500 a night. Fine.
If you click points, it says 50,000 and underneath that the rate is €420 a night, but then sometimes it comes back and says no availability
if you select a single day, there is no availability on Friday and a rate of €380 on Saturday (and now €436 vs. 2 minutes ago)
Booking aborted. I'll try to call the Ambassador line later today.
Booking for two days gets a rate of around €500 a night. Fine.
If you click points, it says 50,000 and underneath that the rate is €420 a night, but then sometimes it comes back and says no availability
if you select a single day, there is no availability on Friday and a rate of €380 on Saturday (and now €436 vs. 2 minutes ago)
Booking aborted. I'll try to call the Ambassador line later today.
Sep 18, 2018, 6:43 am
#269
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
Sep 18, 2018, 6:58 am
#270
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Just like your bank account. Keep a register that tracks transactions and totals. Even something like a Quicken account is usable where you have pending transactions and cleared transactions. Yes, it would be nice, maybe even expected that the online account is current and accurate. But it's been proven that is not the case. Personally, I maintain an Excel spreadsheet that shows what has posted or not posted, but also what's booked and expected to be booked (waiting for availability, rate reductions, flight confirmations, etc.) so I can forecast where I expect to end the year. I hate getting to December to find out I'm just a few nights short of making tier. I found spending time keeping this up to date was less time-consuming than fighting with CSRs to chase down temporary glitches in their systems.