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
Feb 27, 2019, 11:42 pm
#842
FlyerTalk Evangelist
Join Date: Feb 1999
Location: Seat 1A, Juice pretty much everywhere, Mucci des Coins Exotiques
Posts: 34,339
I've had to resort to making my reservations by telephone, just like I used to do 20 years ago. It's a big step backwards, but at least I know how to get it done!
Feb 28, 2019, 12:08 am
#843
Join Date: Mar 2005
Programs: UA 1K and PP, AA PPro (3MM, former CK), Marriott Ambassador and LTT, Uber One
Posts: 1,348
Feb 28, 2019, 12:34 am
#844
Join Date: Mar 2004
Location: California
Programs: Marriott: Titanium, SQ: Gold, UA: Silver, Hilton: Diamond, Wyndham - Diamond, TR - Diamond
Posts: 233
My two most recent reservations have never shown up on my account I entered a confirmation number to see if I could find one and it came up. Today though none of my seven reservations were on my account when logged in via the website. I just looked via app and the original 5 are there now..
Feb 28, 2019, 9:46 am
#845
Join Date: Mar 2005
Programs: UA 1K and PP, AA PPro (3MM, former CK), Marriott Ambassador and LTT, Uber One
Posts: 1,348
Today I had a Marriott reservation completely disappear from my account. It had been showing as an upcoming stay, and then a few hours later, it was gone. It isn't shown under my canceled reservations, either. I called the hotel to see if they saw the reservation, and they said that they didn't see it anymore, but that they know it was there earlier in the day (the gentleman I spoke with knows me and said he noted my name on the checkin list and had pre-blocked me an upgraded room). Fortunately, they were able to make me a new reservation with no issue, but this could have been a real issue. Anyone seen anything like this before?
Feb 28, 2019, 10:59 am
#846
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,966
Hit the "Activity" tab. Go to "Latest Activity". Select anything but "5" for "View Per Page" (at the bottom). Go to the next page, see it reset to "5" again. C'mon, Bonvoy- this actually used to work pre-merger!
Feb 28, 2019, 1:00 pm
#847
Join Date: Jun 2009
Location: Chicago (ORD)
Programs: Marriott Bonvoy Lifetime Titanium, UA Gold, AA Gold
Posts: 566
It's getting ridiculous how often the website is down or some portion of it doesn't work. The lifeblood of a hotel chain is the ability of customers to book rooms yet the frequency of system issues errors is astounding. Not new news, but c'mon. It's been half a year since the IT merger...
Feb 28, 2019, 2:27 pm
#848
Join Date: Aug 2013
Location: Taiwan
Programs: IHG Diamond, Marriott Platinum, Hilton Gold, oneworld Emerald
Posts: 1,164
Seems to be a US thing. I have talked to Apple rep last year in order to schedule Genius Bar appointment in Hong Kong: she said Kowloon Apple Store is fully booked and she can assign me time at Apple Cotai Central. Awesome, but Cotai is in Macau – another country (from immigration point of view)!
Feb 28, 2019, 2:31 pm
#849
Join Date: Jan 2006
Location: In the air
Programs: Occasional RTW club
Posts: 6,924
In your complaining about the Marriott website y’all are simply forgetting the priorities - don’t you remember the Freddies are up soon? They’ve been busy sending emails asking for votes. That’s far more important than fixing the website!
Feb 28, 2019, 2:32 pm
#850
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
That's one email I did get. I appreciated the reminder to vote for other programs.
Feb 28, 2019, 2:46 pm
#851
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
Tried to change a booking on the website today and I get the dreaded system down error again. In this case it's not like the grass is greener on the other side - I need to do the same on a Hilton booking and it simply can't be done.
If the major hotel chains are attempting to secure rent from their oligarchic position in the short term, it only makes them more vulnerable to a challenger in the medium term. Let's hope one turns up before too long.
If the major hotel chains are attempting to secure rent from their oligarchic position in the short term, it only makes them more vulnerable to a challenger in the medium term. Let's hope one turns up before too long.
Feb 28, 2019, 3:28 pm
#852
Join Date: Jan 2019
Programs: AA, Marriott Platinum, Hilton Diamond, Wyndham Diamond
Posts: 40
I actually just voted! Marriott didn't make my top 3 in any category...go figure...
Feb 28, 2019, 3:55 pm
#853
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
So, it's the end of the month and I'm reconciling employees' accounts and looking for missing stays (which there are plenty of!) and I come across this:
So much wrong on one single screen...
1) Multiple missing stays in just one month. Seriously, if they can e-mail me a folio, can't they keep track of it too?
2) If the last qualifying activity was on 25-Jan-2019, what was the paid stay on 12-Feb? They've had more recent stays but they're not posting.
3) Per Marriott's terms, points are good for 2 years.. there's been the Megabonus credited 28-Feb and the paid stay on 12-Feb, not to mention all of the missing stays.
4) "No account activity posted for the past 30 days". I wear glasses, but I do believe I see transactions posted within the past 30 days on there, not counting the missing stays.
5) The main website can't sort by price; apparently the rewards site can't sort by date.
6) Still can't download folios from the website.
Yes, we on FT squabble about breakfast offerings, absolutely idiotic / ham-fisted marketing campaigns, and the type of soap in the bathrooms, BUT, Marriott's blowing the basics here -- being able to find a hotel & book it...reliably. This isn't some start-up trying to do something which has never been tried before on a shoe-string budget. This is a company with $23BN in revenue.
Seriously, how do these people keep their jobs? And for how much longer does Marriott expect this crap to go on? I started noticing problems well before the merger. It's only gotten worse since.
Hearing things like @ikwia's disappearing reservations really concerns me, as many of my reservations are last-minute, into cities and hotels which are 100% full. Bonvoy now means "don't even bother giving business to us if you absolutely need a hotel room."
So much wrong on one single screen...
1) Multiple missing stays in just one month. Seriously, if they can e-mail me a folio, can't they keep track of it too?
2) If the last qualifying activity was on 25-Jan-2019, what was the paid stay on 12-Feb? They've had more recent stays but they're not posting.
3) Per Marriott's terms, points are good for 2 years.. there's been the Megabonus credited 28-Feb and the paid stay on 12-Feb, not to mention all of the missing stays.
4) "No account activity posted for the past 30 days". I wear glasses, but I do believe I see transactions posted within the past 30 days on there, not counting the missing stays.
5) The main website can't sort by price; apparently the rewards site can't sort by date.
6) Still can't download folios from the website.
Yes, we on FT squabble about breakfast offerings, absolutely idiotic / ham-fisted marketing campaigns, and the type of soap in the bathrooms, BUT, Marriott's blowing the basics here -- being able to find a hotel & book it...reliably. This isn't some start-up trying to do something which has never been tried before on a shoe-string budget. This is a company with $23BN in revenue.
Seriously, how do these people keep their jobs? And for how much longer does Marriott expect this crap to go on? I started noticing problems well before the merger. It's only gotten worse since.
Hearing things like @ikwia's disappearing reservations really concerns me, as many of my reservations are last-minute, into cities and hotels which are 100% full. Bonvoy now means "don't even bother giving business to us if you absolutely need a hotel room."
Feb 28, 2019, 7:23 pm
#854
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Since some have mentioned moving stays to Hilton et al due to the IT cluster & Arne is still telling Wall Street it's just problems around the edges, I would encourage those who are booking elsewhere to:
* notify Arne or the BOD that you're booking elsewhere (w/ proof)
* send the same notification to (WSJ, USAToday, etc) w/ proof.
It's one thing to complain on FT where Marriott can hide it under the carpet or just think oh it's not a big deal, but it's another thing to let the media & the BOD/shareholders know.
BTW - 24 hours later, & MAR still thinks Frankfurt/Berlin are the same city
& only 2 options in both.
Cheers.
* notify Arne or the BOD that you're booking elsewhere (w/ proof)
* send the same notification to (WSJ, USAToday, etc) w/ proof.
It's one thing to complain on FT where Marriott can hide it under the carpet or just think oh it's not a big deal, but it's another thing to let the media & the BOD/shareholders know.
BTW - 24 hours later, & MAR still thinks Frankfurt/Berlin are the same city
& only 2 options in both.Cheers.
I'm sort of enjoying the freedom to explore independent hotels whereas I used to basically only book spg when I could. As a LTT it is a shame, but I'm finished fighting and paying into a company that considers me "noise".
Feb 28, 2019, 11:12 pm
#855
FlyerTalk Evangelist
Join Date: Feb 1999
Location: Seat 1A, Juice pretty much everywhere, Mucci des Coins Exotiques
Posts: 34,339
Recently I somehow got 17 nights added on my account for this year, but not to my lifetime stats. I have no idea why, but I don't think it matters as I'm Lifetime Titanium.