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
Jan 21, 2020, 7:11 am
#1276
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Tried to book hotel in Langkawi - website showed no rooms available at any of their hotels AT ALL while rates were listed on other websites. Wrote directly to one hotel asking for rates (2 months out) - it took them 2 days to reply and an incompetent reply at that (I asked for rates for specific dates and they replied TWICE saying I needed to specify the dates) On the 3rd try when I bolded and enlarged the dates they finally responded.
I booked at a non Marriott hotel - BONVOYED
I booked at a non Marriott hotel - BONVOYED
Jan 21, 2020, 11:24 am
#1277
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
I had a website usability survey pop up when using the Marriott site yesterday. I blasted them for the many issues.
I guess on one hand it is a good sign they are at least asking about problems, but would think a review of this thread would give them all the starting points they need...
I guess on one hand it is a good sign they are at least asking about problems, but would think a review of this thread would give them all the starting points they need...
Jan 23, 2020, 3:58 am
#1280
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
Another year, another year of Marriott IT incompetence, it seems:
So, I'm setting up hotel reservations for the next few weeks.
1) First hotel. When I choose the hotel, it shows the rates, okay, plenty of rooms still there. I click on [Select] for the room type and the website errors out. I try this over a few hours. Same result. I call the hotel directly, who informs me that they've been sold out for weeks on those dates. I book an alternate hotel, no problem. I really should have booked over at Hilton for spite, but the other Marriott properties nearby do treat me well.
2) Second city. Admittedly, I have a few tabs open and am comparing hotels. I finally narrow down my choice, have the Review Reservation screen up and click [Continue] on the hotel I want. The website books me for the wrong hotel! You mean to tell me that they can't code the hotel/reservation data in the SUBMIT form of the page? Seriously? It's 2020. This is stuff websites could do in 1997. Fortunately I noticed and cancelled immediately. Cancellation confirmation received. I'll have to keep an eye on the credit card to see if it really did.
3) Second city, right hotel. So I go to book the hotel I really want. Review Reservation screen loads fine. I click [Continue] and the website errors out. Tried multiple times. I call up the hotel directly. When I give them my MR#, they say it comes back as invalid. Odd since I can log in, have active reservations holding, and just 5 minutes prior had the website book the wrong hotel. The woman manually but cheerfully takes all of my info, booked. Confirmation e-mail from Marriott.com comes through immediately, despite not showing in my account.
4) I search for the aforementioned reservation in #3 and am able to find it and add my preferences, add my MR# to the reservation. My Trips still shows the # of trips EXCLUDING this reservation, but under Upcoming Reservations it shows fine.
5) On the website it says I only 25 nights needed for Titanium. (15 are credit card, 0 nights YTD) Sweet! I'm hoping this actually does hit as such. It's rare for Marriott IT foulups to work out in the customer's favor.
6) The e-mail I received this week says differently... but somehow I have 30 nights already for the year.
Seriously, how/why does this crap still continue? IIRC, the new Marsha system came online in 2017. It's now 2020. It's costing both Marriott and the hoteliers money in lost bookings. It certainly builds ill-will with your most frequent travelers. With this being the start of the year, it certainly leaves me questioning where I want to put my hotel spend this year. 4pm check-outs are nice and very useful to me, otherwise I think I would have walked away entirely by now.
So, I'm setting up hotel reservations for the next few weeks.
1) First hotel. When I choose the hotel, it shows the rates, okay, plenty of rooms still there. I click on [Select] for the room type and the website errors out. I try this over a few hours. Same result. I call the hotel directly, who informs me that they've been sold out for weeks on those dates. I book an alternate hotel, no problem. I really should have booked over at Hilton for spite, but the other Marriott properties nearby do treat me well.
2) Second city. Admittedly, I have a few tabs open and am comparing hotels. I finally narrow down my choice, have the Review Reservation screen up and click [Continue] on the hotel I want. The website books me for the wrong hotel! You mean to tell me that they can't code the hotel/reservation data in the SUBMIT form of the page? Seriously? It's 2020. This is stuff websites could do in 1997. Fortunately I noticed and cancelled immediately. Cancellation confirmation received. I'll have to keep an eye on the credit card to see if it really did.
3) Second city, right hotel. So I go to book the hotel I really want. Review Reservation screen loads fine. I click [Continue] and the website errors out. Tried multiple times. I call up the hotel directly. When I give them my MR#, they say it comes back as invalid. Odd since I can log in, have active reservations holding, and just 5 minutes prior had the website book the wrong hotel. The woman manually but cheerfully takes all of my info, booked. Confirmation e-mail from Marriott.com comes through immediately, despite not showing in my account.
4) I search for the aforementioned reservation in #3 and am able to find it and add my preferences, add my MR# to the reservation. My Trips still shows the # of trips EXCLUDING this reservation, but under Upcoming Reservations it shows fine.
5) On the website it says I only 25 nights needed for Titanium. (15 are credit card, 0 nights YTD) Sweet! I'm hoping this actually does hit as such. It's rare for Marriott IT foulups to work out in the customer's favor.
6) The e-mail I received this week says differently... but somehow I have 30 nights already for the year.
Seriously, how/why does this crap still continue? IIRC, the new Marsha system came online in 2017. It's now 2020. It's costing both Marriott and the hoteliers money in lost bookings. It certainly builds ill-will with your most frequent travelers. With this being the start of the year, it certainly leaves me questioning where I want to put my hotel spend this year. 4pm check-outs are nice and very useful to me, otherwise I think I would have walked away entirely by now.
Jan 23, 2020, 7:20 am
#1281
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Got an email saying I had 30 nights which I knew wasn't right- checked my account I REALLY had 22!!!!
Where do they get this nonsense from and what if I relied on it?
Where do they get this nonsense from and what if I relied on it?
Jan 23, 2020, 9:40 am
#1282
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
An unexpected error has occurred
This service is temporarily unavailable. But don't worry, we're on it. Please try again later.
Can't Marriott keep the basic feature running properly?
Jan 23, 2020, 12:52 pm
#1283
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
The lounges would end up so overcrowded that Hilton would look good in comparison, and the chances of securing a meaningful upgrade (w/o pushing hard for one) would be even less than they currently are.
Still, nice that everyone gets a guaranteed 4PM checkout!
Jan 23, 2020, 12:55 pm
#1284
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
The "unexpected error" was what I was getting yesterday as well. The odd part is that it's property-specific, as in I kept getting that for one property, but had no trouble booking other properties.
Any other FTers with IT experience? Perhaps we need to approach Marriott and fix it ourselves.
Any other FTers with IT experience? Perhaps we need to approach Marriott and fix it ourselves.
Jan 23, 2020, 1:43 pm
#1285
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Unfortunately, the counter is stuck. My counter said I only needed 6 nights to requalify. I’ve had 3 nights YTD, and it still says I need 6 more nights.
Jan 23, 2020, 5:17 pm
#1286
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
Jan 23, 2020, 10:32 pm
#1287
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I don’t know about that. The counter could say I’m one night away, but if it never changes, that doesn’t do me any good!
Jan 24, 2020, 2:29 am
#1288
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Jan 24, 2020, 1:02 pm
#1289
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
I'm still having that issue. Tried multiple computers on different networks/ISPs and same result -- definitely a Marriott IT snafu.
Update 5pm ET -- Now I'm getting the "servers being stubborn" error when I try to search for hotels. Enough is enough. Just booked that stay at Hilton.com. No 4pm check-out, but no drama in booking either.
Update 5pm ET -- Now I'm getting the "servers being stubborn" error when I try to search for hotels. Enough is enough. Just booked that stay at Hilton.com. No 4pm check-out, but no drama in booking either.
Last edited by KRSW; Jan 24, 2020 at 2:56 pm
Jan 24, 2020, 6:48 pm
#1290
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
I filled the form to Marriott telling them about the issue and this is the reply
Hello lingua101!
As rates and availability change continually; I can’t quote rates or book reservations through email. In order to speak to us regarding this matter, a listing of international reservation offices is available at the following site:
https://www.marriott.co.uk/help/glob...ion-numbers.mi
Please let me know if I can help you with anything else.
xxxxxMarriott Bonvoy™ Customer Care
As rates and availability change continually; I can’t quote rates or book reservations through email. In order to speak to us regarding this matter, a listing of international reservation offices is available at the following site:
https://www.marriott.co.uk/help/glob...ion-numbers.mi
Please let me know if I can help you with anything else.
xxxxxMarriott Bonvoy™ Customer Care
What a joke. I told them the issue and this is the reply. Does not seem they care......