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 Nov 16, 18, 12:48 pm
  #496  
 
Join Date: Jan 2005
Programs: DL Silver,UA GOLD MM,WN CP A+list, IHG Gold,HH Gold,MR LT PLAT PREMIER
Posts: 2,154
I am consistently having reservations show, on both the app and website, as "in progress" the day before the reservations begin.

So far it has not caused any issues, but when this occurs, I am unable to see any details or make any changes once in appears "in progress"
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Old Nov 16, 18, 12:59 pm
  #497  
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I had the same happen recently also... a multi night stay showed as 1 night. Didn't have any issues... it magically 'corrected' itself and I had proper points post eventually.
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rylan is offline  
Old Nov 16, 18, 1:21 pm
  #498  
 
Join Date: Oct 2003
Location: Floating around
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Posts: 8,171
Originally Posted by freeflyin View Post
I am consistently having reservations show, on both the app and website, as "in progress" the day before the reservations begin.

So far it has not caused any issues, but when this occurs, I am unable to see any details or make any changes once in appears "in progress"
Which app version do you use? I use Marriott. I have the same issue with bookings on the website but the app lets me see all details, etc. I wonder if the SPG app is different because it doesn't happen to me on the Marriott app.

-RM
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Old Nov 16, 18, 1:54 pm
  #499  
 
Join Date: Dec 2006
Location: SJC
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Posts: 3,747
Originally Posted by freeflyin View Post
I am consistently having reservations show, on both the app and website, as "in progress" the day before the reservations begin.
Yeah, I've also noticed post-merger that the check-in window has been flung wide-open, and I'm getting pings from the app 48 hours before my stay begins letting me know I can check in; I guess the issues are related. Someone noted if you click on the property link, there's additional options (IIRC, search back) that may let you make changes.
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Old Nov 16, 18, 2:27 pm
  #500  
 
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Plat
Posts: 1,660
Searching for a points reservation yields this hilarious website message:

What’s up with these rates? It’s temporary, we promise! As we work to bring all our brands onto one site, you’ll see variations in points redemption rates: some are an average per night; others are the first night of the stay.
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Old Nov 16, 18, 5:22 pm
  #501  
 
Join Date: Feb 2012
Location: DUD >> HKG/SIN?
Programs: BA Silver (OW Sapphire), Bonvoy LTTE, HHonors Diamond, LeClubAccor Silver, UA Silver
Posts: 1,526
80k points just vanished from my account today... No explanation. Anyone else have missing points?

on a separate note, I had 2x Plat50 requal certs expiring 2018 and 2019 respectively. I recently made a 1 night booking over the phone and ecifically asked the agent to ensure the older cert was attached. I have just completed my stay last week and lo and behold, which certificate is left in my account?

Frustrated at the prospect of having to waste 1-2h of my life on the phone sorting out these issues...
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Old Nov 17, 18, 8:35 am
  #502  
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Originally Posted by bhrubin View Post
So Iím at the RC SF at the end of a 3 night stay (during which I moved rooms due to an air con mishap). Today, still here, I happened to notice that the app and marriott.com both show my current stay incorrectly as Nov 14-16 (2 nights) rather than the correct Nov 13-16 (3 nights). Iíd never had that happen before.

The hotel has no idea why that happened, and so they are researching it, and Iíve also contacted my Ambassador.

Anyone else have this happen? I guess the real question will be whether 2 or 3 nights post to my account in a few days.
Sounds like the property may have checked you out of the first room and changed the rez for the remaining stay in the new room. Did they offer to comp the first night? Could be a misinterpretation by the night auditor that has not been relayed to FD staff. I suspect you will see two stays (yes, they don't count anymore) for 1 & 2 nights.
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Old Nov 17, 18, 12:04 pm
  #503  
 
Join Date: Oct 2009
Location: YXU / YUL
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Posts: 264
Originally Posted by KRSW View Post
You can still get to it, in all of it's broken glory, by sorting by Brand, then change the word "brand" in the URL to "price."

BEWARE, the sort by price feature is still very much borked, so do scroll around to make sure you see everything.
Also BEWARE that if there is more than one page of search results it will sometimes only sort by price for the current page. For example, you might see a hotel for $200 at the end of page 1 and than a hotel for $150 at the top of page 2.
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Old Nov 17, 18, 12:04 pm
  #504  
 
Join Date: Oct 2000
Location: Seattle WA, USA
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Originally Posted by ckendall View Post
Searching for a points reservation yields this hilarious website message:

Whatís up with these rates? Itís temporary, we promise! As we work to bring all our brands onto one site, youíll see variations in points redemption rates: some are an average per night; others are the first night of the stay.
This morning I got something not as funny but perhaps a bit amusing. I was checking rates at a domestic Springhill Suites we often use for the 2 of us and got a message saying that the hotel can't accommodate more than 1 person in a room. What? I backed out, tried again and got a rate that included 2 guests as usual.

Fruit basket upset sometimes.
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Westcoaster is offline  
Old Nov 17, 18, 12:18 pm
  #505  
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Originally Posted by Westcoaster View Post
I was checking rates at a domestic Springhill Suites we often use for the 2 of us and got a message saying that the hotel can't accommodate more than 1 person in a room. What? I backed out, tried again and got a rate that included 2 guests as usual.
Thatís actually hilarious.
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Old Nov 17, 18, 2:42 pm
  #506  
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Originally Posted by freeflyin View Post
I am consistently having reservations show, on both the app and website, as "in progress" the day before the reservations begin.

So far it has not caused any issues, but when this occurs, I am unable to see any details or make any changes once in appears "in progress"
On the website, I've found a workaround: Get the reservation number (which you get from the "in progress" display), and then search by reservation number, and what comes up does let you see the details (and I presume make changes too, but I haven't tried making changes at that point).
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Old Nov 17, 18, 10:19 pm
  #507  
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Three new, first-time issues that recently cropped up for me that only exacerbate my frustrations with Marriott's IT:
  1. As always, I made a reservation at Sheraton Grand Doha through the official channels, checked-in, completed my four-night stay and checked-out. While legacy SPG properties usually post account activity within two days, I waited a week before calling the hotel and asking about the posting and they told me that the stay had posted, but I should wait the full ten days before seeing it. When I called the Ambassador line, they were unable to find the stay based on my confirmation number, even though I had the confirmation e-mail and the details show up on my app. Here we are - ten days later and nothing; time to submit the the nth missing stay request.
  2. I checked into W Doha last Saturday and after having made the reservation through the hotel's website, I arrived to them having no record of my reservation. Showed them the app and confirmation e-mail and still, nothing on their side. When I was told the hotel was full, I naturally got nervous but after much clicking, the front desk agent told me he got me a room and matched the rate on my original booking.
  3. Made a reservation at the Sheraton Grand Edinburgh for next month on the app last night and e-mailed the Ambassador line of the stay details with a few requests... and they can't find the stay based on the confirmation number Marriott sent me. Informed that Sheraton recently migrated to the Marriott platform [which we all know at this point], so I forwarded the confirmation e-mail and now I'm hoping for the best.
At this point, I'm throwing my arms up and thinking 'double-you tee eff?' Anyone else with similar experiences/thoughts?

khabah
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Old Nov 18, 18, 4:09 am
  #508  
 
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, spg plat, aa plat, marriott plat
Posts: 3,203
Yes I was at a Sheraton (a week before the migration) and cancelled a stay - they couldn't see the cancellation nor the reservation number (although they could see another res number - somehow the system was generating two entirely different numbers). There were a few of these double res numbers - one of which the hotel could not see - even tho it showed up on the app (and IIRC the website)
My stays did post thought. I suspect the res they couldn't find might have something to do with the res I had cancelled on their website but it didn't show up at the hotel (the inverse of your problem) Pretty clear that the migration wasn't entirely successful!
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Old Nov 19, 18, 7:04 pm
  #509  
 
Join Date: Dec 2006
Location: SJC
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Cracked the 75-night threshold on Saturday morning. Kept looking for the "You earned Benefit of Choice for staying 50 nights" to change to "... 75 nights", never came. Decided to click the link anyway, and yup, there were my choices.
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Old Nov 20, 18, 12:45 am
  #510  
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Originally Posted by kennycrudup View Post
Cracked the 75-night threshold on Saturday morning. Kept looking for the "You earned Benefit of Choice for staying 50 nights" to change to "... 75 nights", never came. Decided to click the link anyway, and yup, there were my choices.
Where is this link? I passed 50 nights a while back and haven't see anything about choices.

I haven't paid much attention to the site since the merger because it is obviously so poor. My mistake as I didn't notice anything about the Megabonus and I missed out on a bunch of bonus points. I did however notice just now that I got a bunch of extra SPG credit card points put on my account. I think they must have gone back and posted these from months before when they weren't posting correctly.
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