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
Oct 31, 2018, 10:49 am
#436
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Excerpts from a very interesting article:
When Marriott announced its interest in acquiring Starwood, one would have believed that they factored in a $500 million Starwood IP technology value within their $13.6 Billion offer, and that they would have been salivating at the prospect of having their hands on the fruits of the multi-year transformation experience this IP represented. After all, while stable as a rock, Marriott's own system today centers around 1970's Mainframe TPF technology (MARSHA) suitably kept current via the judicious use of the scotch-tape and wires represented by a cornucopia of front-end gateways and the labor intense support of inflexible legacy code, eclectic data bases, hard-coded interfaces, and a veritable zoo of different property management systems crying for better integration.
Since the race to modernity is on, one would think that with Starwood's acquisition, Marriott was set to score a leap-frogging coup by being able to leverage Starwood's edge in these transformation efforts to its advantage. Right?
Wrong.
After last week's completion of the Marriott/Starwood merger, the news is that Marriott has decided to migrate the Starwood properties to the Marriott system and, aside from some elements, essentially to abandon the Starwood system. You heard correctly: MARSHA stays, and the Starwood System goes away.
Although we have grown accustomed to the fact that the progression of history is to always move forward, Marriott has found a way to define a Back to the Future Transformation Strategy under the principal argument that it will be easier to migrate the 1,200 Starwood properties to the old Marriott system than to migrate the 4,000 Marriott properties to Starwood's 21st Century solution. This argument does not make sense if you consider that IHG will surely be more than happy to be able to migrate its 4,000 properties to the Amadeus system as soon as it becomes available for roll-out in 2018.
One has to wonder if this Marriott decision is the result of a recommendation from an independent consulting company conducting an objective and unbiased assessment of the various options, or simply the result of a tribal mindset from internal Marriott technology decision-makers entrenched into protecting their turf while continuing to do things their own way.
One also has to wonder if the Marriott Board is aware of the future implications of this decision, especially when its competitors fully begin utilizing their new systems—systems that will more readily accommodate emerging demands from guests, such as seamless digitalization of services, improved shopping and pricing experiences, optimized checking and concierge services, mobility enablement, backend cognitive analytics, personalized content and entertainment services and so on.
Given that Marriott is now risking being left behind—especially as it invariably loses the people who forged the Starwood system—it's hard to argue its chosen course of action is in the best interest of its stockholders.
In the end, those of us, who wish for a successful Marriott/Starwood merger, have reason to be concerned.
https://www.hospitalitynet.org/opinion/4078764.html
When Marriott announced its interest in acquiring Starwood, one would have believed that they factored in a $500 million Starwood IP technology value within their $13.6 Billion offer, and that they would have been salivating at the prospect of having their hands on the fruits of the multi-year transformation experience this IP represented. After all, while stable as a rock, Marriott's own system today centers around 1970's Mainframe TPF technology (MARSHA) suitably kept current via the judicious use of the scotch-tape and wires represented by a cornucopia of front-end gateways and the labor intense support of inflexible legacy code, eclectic data bases, hard-coded interfaces, and a veritable zoo of different property management systems crying for better integration.
Since the race to modernity is on, one would think that with Starwood's acquisition, Marriott was set to score a leap-frogging coup by being able to leverage Starwood's edge in these transformation efforts to its advantage. Right?
Wrong.
After last week's completion of the Marriott/Starwood merger, the news is that Marriott has decided to migrate the Starwood properties to the Marriott system and, aside from some elements, essentially to abandon the Starwood system. You heard correctly: MARSHA stays, and the Starwood System goes away.
Although we have grown accustomed to the fact that the progression of history is to always move forward, Marriott has found a way to define a Back to the Future Transformation Strategy under the principal argument that it will be easier to migrate the 1,200 Starwood properties to the old Marriott system than to migrate the 4,000 Marriott properties to Starwood's 21st Century solution. This argument does not make sense if you consider that IHG will surely be more than happy to be able to migrate its 4,000 properties to the Amadeus system as soon as it becomes available for roll-out in 2018.
One has to wonder if this Marriott decision is the result of a recommendation from an independent consulting company conducting an objective and unbiased assessment of the various options, or simply the result of a tribal mindset from internal Marriott technology decision-makers entrenched into protecting their turf while continuing to do things their own way.
One also has to wonder if the Marriott Board is aware of the future implications of this decision, especially when its competitors fully begin utilizing their new systems—systems that will more readily accommodate emerging demands from guests, such as seamless digitalization of services, improved shopping and pricing experiences, optimized checking and concierge services, mobility enablement, backend cognitive analytics, personalized content and entertainment services and so on.
Given that Marriott is now risking being left behind—especially as it invariably loses the people who forged the Starwood system—it's hard to argue its chosen course of action is in the best interest of its stockholders.
In the end, those of us, who wish for a successful Marriott/Starwood merger, have reason to be concerned.
https://www.hospitalitynet.org/opinion/4078764.html
Oct 31, 2018, 11:59 am
#437
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
Everyone keeps quoting that HospitalityNet article written by the former SPG IT guy. I'm sure he's got an axe to grind, but he's dead wrong.
MARSHA is dead. If anything, we wouldn't be having the problems now if they had kept it around. Instead, they started moving "to the cloud" in 2015:
https://diginomica.com/2015/10/07/wh...ms-with-nosql/
Those of us who were Marriott loyalists pre-merger (instead of SPG'ers) know all too well that the website's been slowly devolving over a year now as they moved everything off the old mainframe and to the cloud. Another mistake Marriott made was having NO workbench/test-bed system. It appears everything is being done on the production system. We saw this with the various EMPOWER hotels showing up in Antarctica. How a company with $22BN in revenue can't afford a separate test platform AND redundant production platform is beyond my comprehension.
This has been a problem for years. I ran into it last year when I was on an emergency call and by the time I finished the roads to the flat I normally stay in that town were flooded. Fortunately calling the property directly was able to remedy this. Still, not acceptable in 2018.
MARSHA is dead. If anything, we wouldn't be having the problems now if they had kept it around. Instead, they started moving "to the cloud" in 2015:
https://diginomica.com/2015/10/07/wh...ms-with-nosql/
Those of us who were Marriott loyalists pre-merger (instead of SPG'ers) know all too well that the website's been slowly devolving over a year now as they moved everything off the old mainframe and to the cloud. Another mistake Marriott made was having NO workbench/test-bed system. It appears everything is being done on the production system. We saw this with the various EMPOWER hotels showing up in Antarctica. How a company with $22BN in revenue can't afford a separate test platform AND redundant production platform is beyond my comprehension.
This has been a problem for years. I ran into it last year when I was on an emergency call and by the time I finished the roads to the flat I normally stay in that town were flooded. Fortunately calling the property directly was able to remedy this. Still, not acceptable in 2018.
Nov 5, 2018, 12:36 am
#441
FlyerTalk Evangelist
Join Date: Feb 1999
Location: Seat 1A, Juice pretty much everywhere, Mucci des Coins Exotiques
Posts: 34,339
Does anyone have the problem that their login credentials are not being remembered? I have to enter them every time, even though I click the box to remember them. I don't think it's my browser (Chrome) because this works on every other website I use.
Nov 5, 2018, 12:46 am
#442
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
Yes, they’ve not set the right properties on the main screen. Just click login and you’ll be sent to an error page which will remember your details.
Nov 5, 2018, 1:54 am
#443
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
scroll down to the middle of the page....there is another option to log in there & that remembers the login details....
Nov 5, 2018, 4:23 am
#444
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
Nov 5, 2018, 9:56 am
#445
Join Date: Aug 2003
Location: MSN
Programs: Delta DM, Bonvoy LT Titanium, Hertz PC
Posts: 1,987
IDK if this is a marriott.com website issue or not. I booked a room at Courtyard Bettendorf for my step-dad for 11K points for the first night and then ~ $75/night for the two remaining nights at a traditional rate. I now see on my account that the 11K was reversed and then deducted again, which was fine. Then an additional 6K points were deducted for "Cash and Points". At check-in they appeared to have split the reservation and I got a $0 folio for the first night, which made sense since that was the 11K free night. I then got another folio for all 3 nights for $0. If they charged me 6K points and didn't charge him for those two remaining nights, I'll be thrilled. But if they charged him and took an additional 6K out of my account I'm going to be annoyed. Anyone see this? I made this reservation several months ago.
11/02/2018
Rewards
Cash And Points Redemption Rate
11/02/2018, Cancelled 0 Rewards
+0 Points
11/02/2018
Rewards
Pointsaver Redemption Rate
11/02/2018, Ordered -11,000 Rewards
-11,000 Points
11/02/2018
Rewards
Cash And Points Redemption Rate
11/02/2018, Ordered -6,000 Rewards
-6,000 Points
11/02/2018
Rewards
Cash And Points Redemption Rate
11/02/2018, Cancelled 0 Rewards
+0 Points
11/02/2018
Rewards
Pointsaver Redemption Rate
11/02/2018, Ordered -11,000 Rewards
-11,000 Points
11/02/2018
Rewards
Cash And Points Redemption Rate
11/02/2018, Ordered -6,000 Rewards
-6,000 Points
Nov 5, 2018, 1:04 pm
#446
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 632
Just checked some upcoming reservations. In all cases my "guaranteed" selection of King Bed disappeared so once again I went in and added it to about a half dozen reservations. And one reservation where I used two Chase free night certs, the certs disappeared and it's asking me to order reward certificates. And the Chase certs were not returned to my account. Original confirmation clearly shows the certs and zero points. Web now says it needs 50K points. So another painful call to Marriott......
Nov 6, 2018, 11:58 am
#447
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
My concern is the lack of transparency on my activity log. I used to see ( with SPG) points for the stay, MAGC, Platinum Check in Points, and any bonuses etc all as line items. It was easy to see if any where missing. Now all I see is Base Points + Elite Points + Extra. They may well be accurate but I have no way of knowing and cannot check if all have been included. If I trusted Marriott it would be OK but with all the cock ups going on I remain cynical. And frustrated.
Nov 6, 2018, 8:24 pm
#448
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 haven't been able to see my upcoming reservations on the Starwood website all day.
Surprisingly, there are no issues with the Marriott website. Unfortunately, most of my reservations are on the Starwood site where my SNAs reside. Keeping my 2 accounts separate for now.
We’re temporarily unable to display the information you requested.Please try again later.
Nov 7, 2018, 3:40 am
#450
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
