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
May 3, 2019, 8:21 pm
#977
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
My first thought was “yeah, Marriott IT, same old, same old” - but actually OP has a right to assume he can cancel online a cancellable reservation made online. This wouldn’t be reflective of the Marriott experience over the last decade but the last year..? OP reminds us that this isn’t acceptable, and my “same old, same old” reaction is probably a sign of a type of pointshound Stockholm Syndrome. Marriott.com is down, again, right now, so I wasted my time finding the property I wanted and the rate as I couldn’t login to book it. We’ve grown wearily accepting of this crap. We shouldn’t be!
May 3, 2019, 8:21 pm
#978
FlyerTalk Evangelist
Join Date: Oct 2006
Location: SFO/SJC
Programs: UA Silver, Marriott Gold, Hilton Gold
Posts: 14,889
Was wondering if it was just me. Haven't tried the app, but can't sign in now, either. Just tried multiple times and keep getting 'Unable to Sign in' on both Safari and FF.
May 3, 2019, 8:39 pm
#979
Join Date: Jan 2002
Location: Chicago
Programs: UA 1K, HHonors Diamond, Marriott Titanium, IHG Spire Elite
Posts: 52
Tried to book a room for October time frame using points. Marriott website displayed rates and availability across various hotel choices. When I tried to log in to complete the booking, the website returned an error message. After few tries without success, I then tried using Marriott app, but the app could not complete the booking either.
I finally had to call Marriott customer service in China and the representative said that Marriott system is under maintenance and even she would not be able to complete the award booking for me!!!! Really? System maintenance at 10:00 AM China time (10:00 PM EDT)?????
If this was really a scheduled maintenance, why wouldn't Marriott's site at least return a message telling customers that the system is undergoing routine maintenance?
It has been frustrating trying to be Marriott customer lately.
Hooked!
I finally had to call Marriott customer service in China and the representative said that Marriott system is under maintenance and even she would not be able to complete the award booking for me!!!! Really? System maintenance at 10:00 AM China time (10:00 PM EDT)?????
If this was really a scheduled maintenance, why wouldn't Marriott's site at least return a message telling customers that the system is undergoing routine maintenance?
It has been frustrating trying to be Marriott customer lately.
Hooked!
May 3, 2019, 8:54 pm
#981
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,247
May 3, 2019, 9:11 pm
#983
Join Date: Apr 2017
Location: Bay Area - East Bay
Programs: UA 1k, AS 75k, Marriott Platinum, Hyatt Explorist
Posts: 641
Also can't sign in to either app or website. I'm getting 'connection error' on the app and 'try using member number instead of email' on the website.
May 4, 2019, 11:11 pm
#988
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
My first thought was “yeah, Marriott IT, same old, same old” - but actually OP has a right to assume he can cancel online a cancellable reservation made online. This wouldn’t be reflective of the Marriott experience over the last decade but the last year..? OP reminds us that this isn’t acceptable, and my “same old, same old” reaction is probably a sign of a type of pointshound Stockholm Syndrome. Marriott.com is down, again, right now, so I wasted my time finding the property I wanted and the rate as I couldn’t login to book it. We’ve grown wearily accepting of this crap. We shouldn’t be!
The phone rep who claimed it was cancelled but actually did not cancel it and who claimed they do not provide a cancellation number is what I have the biggest problem with. What if I hadn't double checked the next day? I'd be hit with a no show charge of hundreds of dollars. The property couldn't have re-sold the room. All due to a phone rep who did not do their job correctly. I'm sure it happens. Just frustrating to be at the receiving end of it.
May 8, 2019, 6:33 am
#989
Join Date: Feb 2011
Location: CT
Programs: Marriott-LT Titanium; AA-LT Gold/Currently Plat Pro
Posts: 208
Can't log in. The emails and or Marriott numbers for both my husband and I have all but disappeared on the automatic population too. There are emails and spg numbers populating now that I have never seen come up before. It is beyond frustrating when trying to book hotels and or make changes to reservations and it is not possible! I keep telling my LT Titanium husband to jump ship to another hotel group...now!
May 8, 2019, 6:51 am
#990
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,169
Hyatt has been great! The grass can be greener...I will have earned 5 total free nights in my first 6 months of membership & stays with them. Globalist is an amazing top tier.
Or Hilton, get the credit card and get (a weaker admittedly) top tier status for basically free, and give them a shot for a bit.
If you are LTT, frankly you have very limited reason to give Marriott ongoing business.
Or Hilton, get the credit card and get (a weaker admittedly) top tier status for basically free, and give them a shot for a bit.
If you are LTT, frankly you have very limited reason to give Marriott ongoing business.