Issues with Marriott.com website

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Old Jul 19, 19, 10:24 pm   -   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?
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Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Nov 10, 18, 8:19 am
  #466  
 
Join Date: Mar 2014
Location: Leicestershire, UK
Programs: BA Bronze, Marriott Bonvoy Titanium Elite, Heathrow Rewards, Tesco Clubcard, Shell Go+, M&S Sparks
Posts: 372
Cannot view stays for over a month

Hi

Is anyone else having this issue?

Since circa 5th October, I cannot view my stays when I sign in on the website (app is fine).

When I sign in on the website and try to view my stays it says:
"Weíre temporarily unable to display the information you requested. Please try again later."

It's not cache etc. I tried it in Chrome Incognito and also tried on a different browser which I have never used to sign into the website previously (Safari).

The Twitter support team since 7th Oct keep telling me it is being looked at etc but no real update or solution.

I have also called central customer services and they logged it down but again, no update or solution.

I really don't know how this can be escalated or expedited? It's unacceptable to not be able to view reservations on the website for such a long period of time and no urgency.

Thanks

Last edited by Paren; Nov 10, 18 at 9:04 am
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Old Nov 10, 18, 11:39 am
  #467  
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Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E50, AA EXP, SPG P100, Marriott Plat, Fairmont Plat
Posts: 11,945
Originally Posted by SanDiego1K View Post
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.
Do you suppose Marriott is trying to tell you something?
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Old Nov 10, 18, 3:20 pm
  #468  
 
Join Date: Feb 2016
Posts: 154
I have the same problem. I have notified my ambassador and Marriott CS. No one seems to know nor care. Feels like there is no sense of urgency from their side.
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Old Nov 11, 18, 12:24 am
  #469  
 
Join Date: Nov 2015
Posts: 8
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.
Same here. It seems the points from credit cards were added to my total points, but not hotel stays. And there's no nights added from hotel stays either.
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Old Nov 11, 18, 5:40 am
  #470  
 
Join Date: Feb 2001
Location: somewhere north of stateside...
Posts: 3,644
Originally Posted by SanDiego1K View Post
Here is the schedule for moving the brands to the Marriott.com domain.

https://www.flyertalk.com/forum/30377834-post2.html
Thanks for this - appears that Sheraton has now moved over, at least in part. All my upcoming reservations (and a number of new ones I tested) are using the Marriott platform. Maybe old news given the schedule above, but I hadn't noticed.

Last edited by makin'miles; Nov 11, 18 at 6:02 am
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Old Nov 11, 18, 6:34 am
  #471  
 
Join Date: Mar 2014
Location: Leicestershire, UK
Programs: BA Bronze, Marriott Bonvoy Titanium Elite, Heathrow Rewards, Tesco Clubcard, Shell Go+, M&S Sparks
Posts: 372
Originally Posted by myko85 View Post
I have the same problem. I have notified my ambassador and Marriott CS. No one seems to know nor care. Feels like there is no sense of urgency from their side.
Out of interest, when did it stop working for you?
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Old Nov 11, 18, 6:36 am
  #472  
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Join Date: Jun 2007
Location: Toronto vicinity
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Posts: 11,945
Originally Posted by makin'miles View Post
Thanks for this - appears that Sheraton has now moved over, at least in part. All my upcoming reservations (and a number of new ones I tested) are using the Marriott platform. Maybe old news given the schedule above, but I hadn't noticed.
I believe youíll also have new confirmation numbers.
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Old Nov 11, 18, 7:01 am
  #473  
 
Join Date: Jan 2010
Location: YYZ/SFO
Programs: AC*SE100K, SPG Platinum, HHonors Silver, Le Club Accor Silver, Avis First, NEXUS
Posts: 2,642
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.
2 weeks? Iím at 2 months with this issue. Phone support and my ambassador are useless.
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Old Nov 11, 18, 10:20 am
  #474  
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Join Date: Jun 2003
Location: La Jolla, CA
Programs: Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond (C) Hyatt Explorist (M)
Posts: 2,464
Originally Posted by D582 View Post


2 weeks? Iím at 2 months with this issue. Phone support and my ambassador are useless.

Add me to this club. 2 months without being able to see any activity on the web or on the APP.

It is incomprehensible that Marriott is taking this long to solve this issue in 2018. I honestly canít remember a time when an IT issue like this went unsolved for so long by any major company.

I understand that Marriott is swamped with issues right now but I feel as if I have been more than patient.

I am curious if others with this problem chose SPG when combining as I did?

The weird thing is things worked fine for a month ó this issue began in mid September.
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Old Nov 11, 18, 10:55 am
  #475  
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Join Date: Jan 2006
Location: LAX
Programs: AA EXPPLT, United 1K, *wood PLT, Delta Gold, Hyatt Diamond, Southwest A-list
Posts: 308
Originally Posted by damon88 View Post



Add me to this club. 2 months without being able to see any activity on the web or on the APP.

It is incomprehensible that Marriott is taking this long to solve this issue in 2018. I honestly canít remember a time when an IT issue like this went unsolved for so long by any major company.

I understand that Marriott is swamped with issues right now but I feel as if I have been more than patient.

I am curious if others with this problem chose SPG when combining as I did?

The weird thing is things worked fine for a month ó this issue began in mid September.
i havenít seen my activity for over 2 months as well. The total nights and points increases (albeit missing one night and points from end of September). I have alerted my ambassador and others but there is not estimate when this will be fixed. Also waiting over a month since I filed a missing stay request both with my ambasssdor and research department. No responses from either. I plan to follow up with my ambassador next week but not too happy.

I have the same ambassador from SPG days and she used to be amazing. Responding quickly, upgrades, and on top of every request. Ever since the merger, it has been a whole new story. She has explained that it is due to having over a 100 new people assigned to her and initially manning the massive calls post merger. Also the new IT system apparently makes everything so much more difficult. I havenít even asked for any special requests since just rating to get my account back to normal. The strangest thing is I am on track to spend the most I ever have with SPG/Marriott this year (well over $40,000). Not sure what to do anymore. None of this is urgent or going to make a difference for me to qualify etc. Just annoying.
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Old Nov 11, 18, 11:07 am
  #476  
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Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E50, AA EXP, SPG P100, Marriott Plat, Fairmont Plat
Posts: 11,945
Originally Posted by damon88 View Post



Add me to this club. 2 months without being able to see any activity on the web or on the APP.

It is incomprehensible that Marriott is taking this long to solve this issue in 2018. I honestly canít remember a time when an IT issue like this went unsolved for so long by any major company.

I understand that Marriott is swamped with issues right now but I feel as if I have been more than patient.

I am curious if others with this problem chose SPG when combining as I did?

The weird thing is things worked fine for a month ó this issue began in mid September.
I am too! I have not combined my accounts yet, but was leaning towards the SPG account since that is where I have higher status and my SNAs reside. All those who are having problems, can you confirm which account you combined into?
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Old Nov 11, 18, 12:02 pm
  #477  
 
Join Date: Dec 2009
Location: COS
Programs: UA Plat/1.5MM, SPG P100, Marriott LTP(P, coming to you in Jan '19), Hertz Prez, CBP GE, et al
Posts: 1,812
I dunno. Today both the app and the website now accurately reflect my current Amb status. However, the app says 0 nights + XXX USD to Amb, and the website shows Amb through Jan 2020. However, I'm a few nights and quite a few dollars short of re-qualifying during 2018. I will not be surprised to see this corrected in the near future, but perhaps they're extending an olive branch after a horrible integration.

It also looks as though my LT nights may have been bumped a little, but I haven't tracked that too closely with north of 1,000 nights regardless. My number of LT years remains as they have since combining accounts in August.
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Old Nov 11, 18, 12:03 pm
  #478  
 
Join Date: Dec 2007
Location: Canada
Posts: 969
Website is all over the place!!! I am going to combine my accounts today using the SPG account/new number.

Question: On my account it says X number of nights to Platinum Premier............Why is it jumping to that one and not saying X number of nights to Platinum Elite?
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Old Nov 11, 18, 1:53 pm
  #479  
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Join Date: Jan 2005
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Originally Posted by margarita girl View Post
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?
There will be a new program name in "early" 2019 the logo of which will presumably appear on the website no matter whether you chose your SPG number or your legacy Marriott number.
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Old Nov 11, 18, 3:17 pm
  #480  
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Join Date: Jun 2003
Location: La Jolla, CA
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Posts: 2,464
Originally Posted by SeeTheLights View Post


The strangest thing is I am on track to spend the most I ever have with SPG/Marriott this year (well over $40,000).

#MeToo

Maybe that is our problem 😮
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