Issues with Marriott.com website

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Old Oct 15, 19, 4:13 am   -   Wikipost
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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]
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Old Oct 24, 18, 1:52 pm
  #376  
 
Join Date: Nov 2003
Location: ORD / MDW / FLL
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I finally reached the braking point this week and started cancelling Marriott reservations and moved the business over to Hilton, Loewe's and other brands. The level of incompetence in Marriott's IT department is jaw-dropping.

The website absolutely refuses to allow me to make any changes to a reservation. I send an email to customer care to complain. I get a nice response saying they'd be happy to handle this by email. I send the details. The next person emails back and says I have to call. I say no, fix this or cancel the reservation. Three days and no response so I cancel the reservation myself and book at another brand. THEN I get an email from a third person in customer care saying:

Mr. SOBE ER DOC:

Thank you for your email today, I hope you are having a wonderful day. It looks like the reservations has already been canceled. If you have any further inquires, please feel free to contact us. The toll free Platinum line is 1-888-625-4991. Mr. SOBE ER DOC, we look forward to welcoming you to one of our many properties worldwide soon.

Best Regards,


Jeff R.
Associate, Platinum Starwood Preferred Guest

Starwood Hotels & Resorts Worldwide, LLC


Are...you...f'ing...kidding...me? All the while, I am cc'ing the Platinum Ambassador I am assigned to on all of these communications and she silent, unhelpful and completely worthless.

I can't wait to see the HBR case study on this colossal f-up of a merger.
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Old Oct 24, 18, 2:46 pm
  #377  
 
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Originally Posted by SOBE ER DOC View Post
The level of incompetence in Marriott's IT department is jaw-dropping.

Are...you...f'ing...kidding...me? All the while, I am cc'ing the Platinum Ambassador I am assigned to on all of these communications and she silent, unhelpful and completely worthless.

I can't wait to see the HBR case study on this colossal f-up of a merger.
I'm embarrassed to say I've figured out work arounds for many of the flaws in the reservation system such as the inability to modify or cancel a reservation. Namely copy the reservation number from the reservation and search for it ... or the searching using the MR corp code and then searching for the SET code ....

They must be losing business from ordinary travelers .... I'll be interested to read the transcript of the analysts questions at the 10K release but maybe the analysts have missed the issue because they don't travel. Or perhaps this doesn't matter if you're using Concur or another corporate travel portal for reservations.
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Old Oct 24, 18, 3:01 pm
  #378  
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Originally Posted by C17PSGR View Post
They must be losing business from ordinary travelers .... I'll be interested to read the transcript of the analysts questions at the 10K release but maybe the analysts have missed the issue because they don't travel. Or perhaps this doesn't matter if you're using Concur or another corporate travel portal for reservations.
That's my fear. If they're not tracking loss of business on Marriott.com, as opposed to loss of business overall, they're not likely to see it, because in addition to corporate travel portals, a lot of smaller businesses (as well as individuals) use Expedia and other consumer OTAs, and those are of course unaffected also, and/or book directly with the hotel. You and I may not want to book at consumer OTAs because we won't earn points, but a big fraction of people who stay at Marriott properties are not Marriott Rewards members anyway, and so if they just look at how fully properties are booked, they may not see any of the issues that the Marriott website is causing only for Marriott members.
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Old Oct 24, 18, 3:14 pm
  #379  
 
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Originally Posted by sdsearch View Post
That's my fear. If they're not tracking loss of business on Marriott.com, as opposed to loss of business overall, they're not likely to see it, because in addition to corporate travel portals, a lot of smaller businesses (as well as individuals) use Expedia and other consumer OTAs, and those are of course unaffected also, and/or book directly with the hotel. You and I may not want to book at consumer OTAs because we won't earn points, but a big fraction of people who stay at Marriott properties are not Marriott Rewards members anyway, and so if they just look at how fully properties are booked, they may not see any of the issues that the Marriott website is causing only for Marriott members.
Interesting. Hadn't thought of it this way before. Admittedly, I am much more well-versed with the nuances of the value elite travelers have with airlines. Does Marriott generate a significant portion of their revenue and bookings from their elite travelers?
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Old Oct 24, 18, 3:37 pm
  #380  
 
Join Date: Apr 2003
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Originally Posted by SOBE ER DOC View Post
Interesting. Hadn't thought of it this way before. Admittedly, I am much more well-versed with the nuances of the value elite travelers have with airlines. Does Marriott generate a significant portion of their revenue and bookings from their elite travelers?
Loyalty is what drives the hotel business in the same way it drives the airline business; its just Delta and American deliver consistently.

The question is how much they drive from their website but they want to book through the website or concur because they avoid travel agent fees.
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Old Oct 24, 18, 4:23 pm
  #381  
 
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Originally Posted by margarita girl View Post
Did you see the part where Marriott implemented this IT system only 2 years ago? If they were looking to improve their IT, why didn't they have a look at the one Starwood was using after they just spent a gazillion dollars to buy them???
Because cloud.
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Old Oct 24, 18, 4:27 pm
  #382  
 
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Originally Posted by C17PSGR View Post
Loyalty is what drives the hotel business in the same way it drives the airline business; its just Delta and American deliver consistently.
​​​​​​
Umm ... Have you experienced American's consistency lately?
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Old Oct 24, 18, 4:32 pm
  #383  
 
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Originally Posted by PlatinumScum View Post
Because cloud.
What about a reservation system...ON THE BLOCKCHAIN
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Old Oct 24, 18, 4:39 pm
  #384  
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I'm very happy to say that the hotel I've been trying to book for the last two months, that has been showing up in the system as revenue and points, but only revenue bookings were working (HA!) has finally become bookable yesterday!

I test booked it from my phone and it WORKED! So I quickly cancelled the booking and went on my PC to book it. The booking process went smoothly.. I got some kind of an error at the end but all was well, right?

Nope. Booking never made, but the points were gleefully debited from my account. 240K worth.

After an hour on the phone with a very helpful agent, I managed to get them back (and also managed to get back my free night certificate that another reservation ate a week ago). Booking worked correctly the second time from the app. I guess I should be happy or something, that there's a happy ending? Sigh.
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Old Oct 24, 18, 7:37 pm
  #385  
 
Join Date: Mar 2006
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I am having real problems with the search feature. On spg.com I could search by a variety of parameters, including by state or province or even by country. I was searching New Brunswick Canada to see if there were any Marriott options for a trip we are planning for the spring. Our itinerary is flexible. I was aware of 2 Four Points by Sheraton, in Edmonston and Moncton I think. I entered New Brunswick as a search term and it came back with a single response, the Delta, Fredericton. If I enter it community by community I can find them but that is a totally inefficient way to plan a trip.

If I search Saskatchewan, where I live it comes up with zero properties, even though I know that there are 10, 5 in Regina and 5 in Saskatoon. I can only find them by searching the specific city. If I search Alberta Canada I get the same but, as a trial I used Colorado it brought up 140 hotels. I tried England, UK and got 9 Marriott options, a very incomplete list, with neither all legacy Marriotts or ant legacy SPG hotels. If I enter United Kingdom I get 95 options.

I also really miss the Map display that spg.com had, where I could see all hotels in a given area on a map, so I could explore the best location for my needs.
The current website and its search feature, a pretty basic and important feature I would have thought, is excluding multiple potential properties depending upon how you phrase your search parameters. Marriott has to be losing potential customers from such fundamental flaws in it's primary interface and contact point with the travelling public.
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Old Oct 25, 18, 6:49 am
  #386  
 
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Originally Posted by CLEguy View Post
What about a reservation system...ON THE BLOCKCHAIN
Only if it's in serverless cyber-containers!
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Old Oct 25, 18, 7:41 am
  #387  
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Originally Posted by sdsearch View Post
That's my fear. If they're not tracking loss of business on Marriott.com, as opposed to loss of business overall, they're not likely to see it, because in addition to corporate travel portals, a lot of smaller businesses (as well as individuals) use Expedia and other consumer OTAs, and those are of course unaffected also, and/or book directly with the hotel. You and I may not want to book at consumer OTAs because we won't earn points, but a big fraction of people who stay at Marriott properties are not Marriott Rewards members anyway, and so if they just look at how fully properties are booked, they may not see any of the issues that the Marriott website is causing only for Marriott members.
Unfortunately, the best (and that's hoping for quite a bit) is tracking cancelled reservations and I seriously doubt they have any metrics on that. Marriott has no clue how many of their loyalty members are booking away from Marriott properties. So as long as they are able to fill their rooms with the next person in line, there is no loss to them. NOW, if members were to start faxing in their confirmations at non-Marriott properties showing lost revenue (and increase fax paper expenses) will provide the bean counters with numbers to put into their spreadsheets and make pretty charts to present in staff meetings.

My guess is it may be up to a year before things start to turn around and Marriott functionality starts to improve (please Marriott, prove me wrong). Suspect they may be letting things dive so they can provide numbers supporting how much growth management has brought to the table. Numbers are such fun things to play around with to prove whatever you want to prove. As a saying that ran around our office: The sign of a good employee is the one, when asked how much is 2 + 2? instead of saying 4, asks How much do you want it to be?
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Old Oct 25, 18, 11:19 am
  #388  
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Originally Posted by RogerD408 View Post
As a saying that ran around our office: The sign of a good employee is the one, when asked how much is 2 + 2? instead of saying 4, asks How much do you want it to be?
I do miss working for Enron.
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Old Oct 25, 18, 10:40 pm
  #389  
 
Join Date: Dec 2002
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So many Booking Problems

Again Trying to Book Rooms on the Marriott site.....it is 11:49AM in Bangkok and for the last 1 hour all we get on the website is 502 Bad Gateway? Is everyone having this? UGH!
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Last edited by NYCtraveler; Oct 25, 18 at 10:41 pm Reason: typo
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Old Oct 26, 18, 2:30 pm
  #390  
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Originally Posted by PlatinumScum View Post
Because cloud.
If this is the best the Cloud can offer, then we are in trouble.
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