Issues with Marriott.com website

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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 Nov 7, 18, 7:10 am
  #451  
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Originally Posted by myko85 View Post
Anyone else having trouble seeing their account activity? Whole account activity page has been down for 2+ weeks. Cannot see how many points I've gained off hotel stays, credit card points, etc. etc.
I've seen that message for about a week, but my account is showing activity now. Maybe they are sweeping all the accounts to fix broken links?

I have combined my accounts picking SPG as the surviving account and was the only one with activity.
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Old Nov 8, 18, 9:16 pm
  #452  
 
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Can someone please tell me why the heck reservations for former SPG properties still get booked through starwoodhotels.com? Meanwhile, if you click on a hotel name from that booking page it brings you right back to Marriott.com?

Anyway, my biggest gripe with this whole process is starwoodhotels.com *still* drops the leading zero of my MR#. This means I can't track the reservation on the home page of marriott.com because the reservation is booked without the correct MR#. However, the hotel does get the full number because they can see my status. This frustrates the heck out of me. I have to input the confirmation number each time I want to look up the reservation (e.g. apply SNAs, check SNAs, etc.).

Yet more awful IT integration of the two companies.

PS - it may just be all reservations booked through starwoodhotels.com won't appear in the "My Trips" section of Marriott.com.

-RM

Last edited by RobOnLI; Nov 8, 18 at 9:21 pm
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Old Nov 9, 18, 1:39 am
  #453  
 
Join Date: Jul 2018
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I thought I had got away without any issues following the merger, as it appeared to work.

My issue now is with inconsistency, as some stays are posting and some aren't. Anyone else experiencing this? This is far more scary for me as I don't have the time to check every single stay, especially not for 10 days afterwards as my head is elsewhere by that point. Feels like a poor use of a weekend to check all of my work travel against what has posted!?

I am seriously questioning my loyalty. If I end up with a few missing stays then I may miss renewal of Platinum which would defeat the whole purpose of loyalty in the first place.

Need to start looking at the Hilton and IHG sites more ;-)
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Old Nov 9, 18, 6:42 am
  #454  
 
Join Date: Apr 2013
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What is up with the activity issue? I haven't updated since October 20th and I am 8 nights from ambassador.

I am afraid to call in though - who wants to wait 2 hours to find out there is a "known issue" and that they are "working on it". One little nugget of fun though - I called in a few weeks ago to do something and I asked the person on the other end what happened. He told me:

1. During the conversion it was work all the overtime you want. And, they were paying bonuses just for completing a shift (people were not working full shifts because the anger was so great about the merger).

2. There was apparently testing on the merged systems and it was perfect. I would actually have paid money to be in the meetings when the testing people found out they were wrong. Can you see the IT people doing the traditional IT thing of blame shifting?



How on earth did any of these clowns keep their job? I have done plenty of conversions and I would have been fired had I screwed up this bad on any of them.
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Old Nov 9, 18, 8:04 am
  #455  
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I can no longer book using the Marriott app as it has decided that my (valid) Marriott credit cards are not valid. I've added additional valid credit card numbers and it rejects each of them.
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Old Nov 9, 18, 8:17 am
  #456  
 
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Originally Posted by FlyingBeanCounter View Post
What is up with the activity issue? I haven't updated since October 20th and I am 8 nights from ambassador.

I am afraid to call in though - who wants to wait 2 hours to find out there is a "known issue" and that they are "working on it". One little nugget of fun though - I called in a few weeks ago to do something and I asked the person on the other end what happened. He told me:

1. During the conversion it was work all the overtime you want. And, they were paying bonuses just for completing a shift (people were not working full shifts because the anger was so great about the merger).

2. There was apparently testing on the merged systems and it was perfect. I would actually have paid money to be in the meetings when the testing people found out they were wrong. Can you see the IT people doing the traditional IT thing of blame shifting?



How on earth did any of these clowns keep their job? I have done plenty of conversions and I would have been fired had I screwed up this bad on any of them.
I did call and the agents response was that she wasn't aware of any problem but that she would escalate it 'upstairs'... Really don't believe it was the first time of hearing this issue. I sent through a receipt to prove a recent stay that hadn't been credited. A few hours later they sent me my receipt back as if I had asked for it (rather than having sent it to them!?) - CRAZY

Agreed on the 'IT transformation' must have been some awkward moments. It will start to bite them soon as I won't be loyal to a brand I have lost trust in.
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Old Nov 9, 18, 8:51 am
  #457  
 
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Originally Posted by matt_s_london View Post

My issue now is with inconsistency, as some stays are posting and some aren't.
If I were to summarize all the IT issues into one word, it would be "inconsistency". You have some stays posting and some not. Another person has no stays posting. I've been lucky, and have had all my stays post (and correctly). Someone in Marriott IT should be looking at profiles and activity and figuring out why the same transaction works for one person and not another.

I've done dozens of large scale software implementations in my life, and a couple conversions. Software interacts with data based on logic. There has to be a logical answer to what's different. Is it a profile attribute? Is it certain properties? Once you look at it from that angle, it shouldn't be hard to figure out...although it may not be easy to fix either.

If they've done this, and figure out the problem, COMMUNICATE it! Let's say the answer is there are 100 properties where stays aren't posting. Or it's everyone who has a middle initial of L in their name. Whatever it is, tell people. It's a matter of building customer confidence. People will be patient if they know you understand and are working on the issue. There's no indication to customers that Marriott understands the issues at this point, and that can be scary.
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Old Nov 9, 18, 1:45 pm
  #458  
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Originally Posted by RobOnLI View Post
Can someone please tell me why the heck reservations for former SPG properties still get booked through starwoodhotels.com? Meanwhile, if you click on a hotel name from that booking page it brings you right back to Marriott.com?

Anyway, my biggest gripe with this whole process is starwoodhotels.com *still* drops the leading zero of my MR#. This means I can't track the reservation on the home page of marriott.com because the reservation is booked without the correct MR#. However, the hotel does get the full number because they can see my status. This frustrates the heck out of me. I have to input the confirmation number each time I want to look up the reservation (e.g. apply SNAs, check SNAs, etc.).

Yet more awful IT integration of the two companies.

PS - it may just be all reservations booked through starwoodhotels.com won't appear in the "My Trips" section of Marriott.com.

-RM
There is no starwoodhotels.com any more. All there is is: https://www.marriott.com/default.mi?program=spg Any attempt to go starwoodhotels.com simply gets redirected to that.

So there's a Marriott version of the Marriott site (which displays a Marriott logo at the top left of the screen), and there's an SPG version of the Marriott site (which displays an SPG logo at the top left of the screen).

If you still have separate accounts, then reservations booked through the SPG version of the Marriott site will only appear on the SPG version of the Marriott site, not on the Marriott version of the Marriott site. Similarly, reservations booked through the Marriott version of the Marriott site will only appear on the Marriott version of the Marriott site, not on the SPG version of the Marriott site.

Meanwhile, issues with accounts starting in "0" are well-known. I don't know why don't just issue new account numbers to people with those accounts at this point, it's starting to seem like they may never get the problems with accounts starting In "0" fixed any other way?
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Old Nov 9, 18, 1:55 pm
  #459  
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Originally Posted by sdsearch View Post
So there's a Marriott version of the Marriott site (which displays a Marriott logo at the top left of the screen), and there's an SPG version of the Marriott site (which displays an SPG logo at the top left of the screen).
I haven't combined my accounts yet, but am leaning towards using my SPG number. Does that mean that I will forever have the SPG logo on my sign in screen?
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Old Nov 9, 18, 4:35 pm
  #460  
 
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Originally Posted by sdsearch View Post
There is no starwoodhotels.com any more. All there is is: https://www.marriott.com/default.mi?program=spg Any attempt to go starwoodhotels.com simply gets redirected to that.

So there's a Marriott version of the Marriott site (which displays a Marriott logo at the top left of the screen), and there's an SPG version of the Marriott site (which displays an SPG logo at the top left of the screen).

If you still have separate accounts, then reservations booked through the SPG version of the Marriott site will only appear on the SPG version of the Marriott site, not on the Marriott version of the Marriott site. Similarly, reservations booked through the Marriott version of the Marriott site will only appear on the Marriott version of the Marriott site, not on the SPG version of the Marriott site.

Meanwhile, issues with accounts starting in "0" are well-known. I don't know why don't just issue new account numbers to people with those accounts at this point, it's starting to seem like they may never get the problems with accounts starting In "0" fixed any other way?
I understand starwoodhotels.com may not exist as a landing page for SPG properties and that it redirects to Marriott.com, but it absolutely is alive and well for the booking process. Go to any SPG hotel through Marriott.com and when booking a room you are redirected to starwoodhotels.com. All reservations are completed in that domain as well.

So back to my post which was not answered. Are reservations not appearing on marriott.com that are booked through starwoodhotels.com because it's starwoodhotels.com or because it's my leading-zero MR#?

I no longer have an SPG number. I merged my accounts a while ago.

Thanks,
RM
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Old Nov 9, 18, 9:54 pm
  #461  
 
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Originally Posted by matt_s_london View Post
I thought I had got away without any issues following the merger, as it appeared to work.

My issue now is with inconsistency, as some stays are posting and some aren't. Anyone else experiencing this? This is far more scary for me as I don't have the time to check every single stay, especially not for 10 days afterwards as my head is elsewhere by that point. Feels like a poor use of a weekend to check all of my work travel against what has posted!?

I am seriously questioning my loyalty. If I end up with a few missing stays then I may miss renewal of Platinum which would defeat the whole purpose of loyalty in the first place.

Need to start looking at the Hilton and IHG sites more ;-)
account seemed fine until recent award stay posted with incorrect number of nights stayed and upcoming reservation disappeared . Correct points posting though .
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Old Nov 10, 18, 6:03 am
  #462  
 
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Originally Posted by rylan View Post
What a disgrace. I'm sorry but pretty much any downtime for major websites is unacceptable. This is the crap you used to see back in the 90s when the internet was still relatively new and e-commerce wasn't really a thing yet.
Spot on especially when you do not have the number of agents and staffing of the 80s and 90s to handle that type of daily call volume.
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Old Nov 10, 18, 7:27 am
  #463  
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Originally Posted by sdsearch View Post
There is no starwoodhotels.com any more. All there is is: https://www.marriott.com/default.mi?program=spg Any attempt to go starwoodhotels.com simply gets redirected to that.

So there's a Marriott version of the Marriott site (which displays a Marriott logo at the top left of the screen), and there's an SPG version of the Marriott site (which displays an SPG logo at the top left of the screen).

If you still have separate accounts, then reservations booked through the SPG version of the Marriott site will only appear on the SPG version of the Marriott site, not on the Marriott version of the Marriott site. Similarly, reservations booked through the Marriott version of the Marriott site will only appear on the Marriott version of the Marriott site, not on the SPG version of the Marriott site.

Meanwhile, issues with accounts starting in "0" are well-known. I don't know why don't just issue new account numbers to people with those accounts at this point, it's starting to seem like they may never get the problems with accounts starting In "0" fixed any other way?
Originally Posted by RobOnLI View Post
I understand starwoodhotels.com may not exist as a landing page for SPG properties and that it redirects to Marriott.com, but it absolutely is alive and well for the booking process. Go to any SPG hotel through Marriott.com and when booking a room you are redirected to starwoodhotels.com. All reservations are completed in that domain as well.

So back to my post which was not answered. Are reservations not appearing on marriott.com that are booked through starwoodhotels.com because it's starwoodhotels.com or because it's my leading-zero MR#?

I no longer have an SPG number. I merged my accounts a while ago.

Thanks,
RM
Actually, it appears only some SPG hotels are still using the starwoodhotels.com domain for bookings. I pulled up the Four Points in Bakersfield, CA and it's on the Marriott.com domain, but the Westin in Fort Lauderdale is showing as Starwoodhotels.com. I suspect they are porting properties over as they outfit them with the Marriott property management system, definitely not an overnight event!

As I recall the posts regarding the leading zero Marriott number, bookings were not possible when that was still an issue. I had a leading zero MR number and I was able to book a room after hearing reports it was fixed. Now that's not to say it worked for everyone at once. IT seems to have been working on batches of accounts so what worked for one did not necessarily work for everyone. I'm still baffled about some of the issues we've seen, but not being in the trenches with this project there's got to be a fair amount of missing information. Just gotta hope I have the patience to hold on while they get this worked out. I can understand how jumping ship is very tempting.
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Old Nov 10, 18, 7:40 am
  #464  
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Originally Posted by RogerD408 View Post
Actually, it appears only some SPG hotels are still using the starwoodhotels.com domain for bookings. I pulled up the Four Points in Bakersfield, CA and it's on the Marriott.com domain, but the Westin in Fort Lauderdale is showing as Starwoodhotels.com. I suspect they are porting properties over as they outfit them with the Marriott property management system, definitely not an overnight event!
Here is the schedule for moving the brands to the Marriott.com domain.

https://www.flyertalk.com/forum/30377834-post2.html
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Old Nov 10, 18, 7:55 am
  #465  
 
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Angry

I don't have ANY activity showing up after Oct. 17 either on the Marriott website or app. So beyond frustrating especially since there is ZERO communication/updates from Marriott.

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