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 26, 2018, 6:34 am
#301
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
I have yet to combine my accounts, so I have both the MR and SPG app on my phone with each of them knowing the respective account credentials. Once I combine, then the other will be deleted, but after I go in and wipe the app data. I can only imagine what data is going out the door with old cell phones since many (me included until I proved otherwise) believing uninstall clears the data. A factory reset is the best solution.
Sep 26, 2018, 6:56 am
#302
Join Date: Sep 2006
Location: Cumbria
Programs: BA, Marriott, Hertz, Dennis The Menace Fan Club
Posts: 2,015
I haven't combined my accounts either. Have tried signing out but every time I sign back in, it says Welcome Back SPG Member. I suspect it's because, contrary to good practice, my credentials for both programmes are the same and it's defaulting to SPG when it finds two profiles.
Sep 26, 2018, 7:03 am
#303
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
I haven't combined my accounts either. Have tried signing out but every time I sign back in, it says Welcome Back SPG Member. I suspect it's because, contrary to good practice, my credentials for both programmes are the same and it's defaulting to SPG when it finds two profiles.
Sep 26, 2018, 7:13 am
#304
Join Date: Sep 2006
Location: Cumbria
Programs: BA, Marriott, Hertz, Dennis The Menace Fan Club
Posts: 2,015
Thanks, will try the member number rather than the email address. Just tried to log in to the SPG account to remind myself of my reward number and it re-directed me automatically to the Marriott website...
Sep 26, 2018, 7:22 am
#305
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
Marriott has decided to support both chains with apps/webpages offering both program names in certain places, probably until they decide upon a name and branding for the new program. However, it really doesn't matter which site you enter as they are both really the same. Yes, they are using some of the SPG backends for things like reservations and such, but best to think of them as only being different accounts in the same program.
Sep 26, 2018, 7:31 am
#306
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,017
I am unable to see "cancelled" reservations via the website. On the apps I can only see "cancelled" reservations from Starwood properties. Marriott cancellations are not showing anywhere. A hotel recently charged me for a cancelled reservation. Can anyone else see cancelled reservations? Lurkers can you assist?
Sep 26, 2018, 1:32 pm
#307
Join Date: Nov 2008
Location: USA
Programs: MYOB
Posts: 1,292
Yes, the app does remember your login between sessions. Deleting the app does wipe out the executable but does not clear the data file, so a reinstall still knows your credentials. Did you actually go through the logout process and then log back in? Scroll over to settings and then down to sign out. You should then see a button to Sign In that will show your account number (replace with the number/email of the account you want) and the proper password.
I have yet to combine my accounts, so I have both the MR and SPG app on my phone with each of them knowing the respective account credentials. Once I combine, then the other will be deleted, but after I go in and wipe the app data. I can only imagine what data is going out the door with old cell phones since many (me included until I proved otherwise) believing uninstall clears the data. A factory reset is the best solution.
I have yet to combine my accounts, so I have both the MR and SPG app on my phone with each of them knowing the respective account credentials. Once I combine, then the other will be deleted, but after I go in and wipe the app data. I can only imagine what data is going out the door with old cell phones since many (me included until I proved otherwise) believing uninstall clears the data. A factory reset is the best solution.
(Seems a bit drastic)
Sep 26, 2018, 2:01 pm
#308
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
SNA glitch?
We have an existing 5 day reservation at a legacy Marriott hotel for which we submitted an SNA upgrade request. Some time later I noticed that the reservation entry on the My Trips page said "Your Suite Night Award request is pending" and offered a 'MODIFY REQUEST' link. However, there was nothing on the Upcoming Reservation page. So, we went back to My Trips and clicked on MODIFY REQUEST. That brought up a list of room types we could select, but none were checked. We checked several and hit Update. Got a confirmation email and, at first, there was a "We're working on your upgrade' message on the Upcoming Reservations page (which is what I think should happen). About an hour later, however, this message changed to 'Take an upgrade. You've earned it.', with a link to Start Upgrade Request. We have now gone through this 4 times. Modify request from My Trips page, which starts with no room types selected. Select room types and Upgrade. Request pending message appears on Upcoming Reservations page, only to change to Take an upgrade some time later. It's almost like the request is losing the room types for the request.
Called MR twice to verify the pending request. Both agents totally unclear on the difference between requesting the upgrade and the upgrade clearing. Both told us we could not even request the upgrade until 5 days before. Couldn't get either to check on the pending request.
Hey, LURKERS, is this something you can check for me?
Called MR twice to verify the pending request. Both agents totally unclear on the difference between requesting the upgrade and the upgrade clearing. Both told us we could not even request the upgrade until 5 days before. Couldn't get either to check on the pending request.
Hey, LURKERS, is this something you can check for me?
Sep 26, 2018, 3:31 pm
#309
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Not without a reservation confirmation number to reference. Feel free to send it via PM here at Flyertalk or to the email address below.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Sep 26, 2018, 3:39 pm
#310
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
Yes, the app does remember your login between sessions. Deleting the app does wipe out the executable but does not clear the data file, so a reinstall still knows your credentials. Did you actually go through the logout process and then log back in? Scroll over to settings and then down to sign out. You should then see a button to Sign In that will show your account number (replace with the number/email of the account you want) and the proper password.
I have yet to combine my accounts, so I have both the MR and SPG app on my phone with each of them knowing the respective account credentials. Once I combine, then the other will be deleted, but after I go in and wipe the app data. I can only imagine what data is going out the door with old cell phones since many (me included until I proved otherwise) believing uninstall clears the data. A factory reset is the best solution.
I have yet to combine my accounts, so I have both the MR and SPG app on my phone with each of them knowing the respective account credentials. Once I combine, then the other will be deleted, but after I go in and wipe the app data. I can only imagine what data is going out the door with old cell phones since many (me included until I proved otherwise) believing uninstall clears the data. A factory reset is the best solution.
Sep 26, 2018, 4:39 pm
#311
Join Date: Oct 2009
Location: South Carolina
Programs: UA LT Gold, American Kettle, Hertz #1 Presidents Circle, Marriott LT Platinum
Posts: 927
I was just on the website looking for a place I need in a couple of weeks and noticed that the Sort by Price option appears to be gone. I could sort by 'Distance, City, Brand, Guest Reviews and Rating' but not price. Hopefully this is just a glitch and will get corrected.
Also I can't seem to find any quick link to send feedback on the site to see if this issue can be addressed.
Update - I found a link to send them an email off the Help Section. Really surprised there is not a sidebar link for site feedback. Most of the other websites I use have an easier way to provide feedback.
Also I can't seem to find any quick link to send feedback on the site to see if this issue can be addressed.
Update - I found a link to send them an email off the Help Section. Really surprised there is not a sidebar link for site feedback. Most of the other websites I use have an easier way to provide feedback.
Oct 2, 2018, 3:49 pm
#312
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,747
I am unable to update my husband's credit card information online. He has two cards listed. One was hacked and replaced. The other has a new expiration date. I cannot delete the hacked card nor can I update the expiration date. I have to get my husband to call and speak to a rep. That seems like a waste of time on both sides.
Oct 2, 2018, 4:31 pm
#313
Join Date: Jan 2006
Location: In the air
Programs: Occasional RTW club
Posts: 6,924
Iraph Sui is _still_ throwing an error when booking (and I’m even going through the SPG site to do it!)
Incredibly frustrating and nobody seems to care - called a few times and “we’re still synchronising systems”.
Incredibly frustrating and nobody seems to care - called a few times and “we’re still synchronising systems”.
Oct 2, 2018, 6:11 pm
#314
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
So both the app and website had been working fine for me since 8/18. Strangely now my points keep increasing but my activity detail has not updated on the app in over a week and on the website I see no activity at all and get this error message: We’re temporarily unable to display the information you requested.Please try again later.
A bit frustrating.
A bit frustrating.
Oct 3, 2018, 2:10 am
#315
Join Date: Sep 2006
Location: Cumbria
Programs: BA, Marriott, Hertz, Dennis The Menace Fan Club
Posts: 2,015
I combined my accounts yesterday and this appears to have worked, although can't have been difficult to merge zero activity from SPG. Website works fine but the mobile app is still refusing to log me in, insisting that I use a membership number and if I do, it tells me the password is wrong, even though it works on the website. Have uninstalled and reinstalled the app a couple of times now. Unfortunately I can't even log into the app to log out. A right kerfuffle.