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
Mar 16, 2019, 9:28 am
#886
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,738
Mar 16, 2019, 9:56 am
#887
Join Date: Aug 2006
Location: Hold it down for The Bay, reppin' Oakland
Programs: Lowly UA silver, Marriott Ambassador/Tit4Lyf, IHG Plat
Posts: 1,763
Since the start of the week I am unable to view my past activity in my account. My points total and stays are increasing as I can see this as stays / Amex points post, but I cannot see amounts.
Simply a message saying "We're temporarily unable to display the information requested"
To make it worse my Ambassador cannot see the information either!
Anyone else suffering a similar problem?
Simply a message saying "We're temporarily unable to display the information requested"
To make it worse my Ambassador cannot see the information either!
Anyone else suffering a similar problem?
Mar 16, 2019, 11:53 am
#889
Join Date: May 2006
Location: Toronto
Programs: HGP Globalist, SPG P100, Hilton Dia
Posts: 425
Since the start of the week I am unable to view my past activity in my account. My points total and stays are increasing as I can see this as stays / Amex points post, but I cannot see amounts.
Simply a message saying "We're temporarily unable to display the information requested"
To make it worse my Ambassador cannot see the information either!
Anyone else suffering a similar problem?
Simply a message saying "We're temporarily unable to display the information requested"
To make it worse my Ambassador cannot see the information either!
Anyone else suffering a similar problem?
Good to know that Im not alone at least
Last edited by l380; Mar 16, 2019 at 12:29 pm
Mar 16, 2019, 11:57 am
#890
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Posted this problem on post #866 ..... The issue still hasn't been fixed for me....
Mar 16, 2019, 12:10 pm
#891
Join Date: May 2012
Programs: SPG Plat
Posts: 792
Trying to make an award reservation but the points advance feature seems to have disappeared? It no longer appears for me as an option.. anyone else see the same thing??
It seems that points advance is only available if you don't have enough points. If you do, it is forcing you to book using points?
It seems that points advance is only available if you don't have enough points. If you do, it is forcing you to book using points?
Mar 16, 2019, 2:49 pm
#892
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,504
Trying to make an award reservation but the points advance feature seems to have disappeared? It no longer appears for me as an option.. anyone else see the same thing??
It seems that points advance is only available if you don't have enough points. If you do, it is forcing you to book using points?
It seems that points advance is only available if you don't have enough points. If you do, it is forcing you to book using points?
Mar 16, 2019, 8:45 pm
#893
Join Date: Oct 2012
Location: YYC
Programs: AC SE
Posts: 2,339
App automatically used 35K free night cert for 25K points redemption?
This is a bit of an odd one, but nothing seems to surprise me these days when it comes to Marriott IT. I made a reservation for 2 rooms for a 25K points level property using the iPhone app. I'd selected points, and it showed 25K points per room, so I'd proceeded to book via the app as I was traveling and it was on short notice. I was checking my points balance afterwards and found it odd that it had only deducted 25K points. That's when I noticed that it had used a certificate for up to 35K points for one of the room. The website always prompts and provides the option of using a certificate or points, but the app didn't do this - it just showed points, and then deducted the certificate for one of the rooms. I wouldn't have used the certificate on this stay, as I'd surely have another 35K redemption at some point later in the year, so definitely a bit frustrated that the lack of transparency in the app seems to have cost me 10K points. The stay had already occurred by the time I'd noticed the certificate had been used, so cancelling and rebooking isn't an option as it would be for a future stay with a long lead time. I'm planning to call Marriott when I get a chance, but the hold times seemed long earlier today when I'd tried. Anyone else encounter this? Not sure if this is a common problem with the new app, or perhaps a bug with an unusual combination of booking 2 rooms.
Mar 17, 2019, 2:21 am
#894
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Trying to make an award reservation but the points advance feature seems to have disappeared? It no longer appears for me as an option.. anyone else see the same thing??
It seems that points advance is only available if you don't have enough points. If you do, it is forcing you to book using points?
It seems that points advance is only available if you don't have enough points. If you do, it is forcing you to book using points?
Mar 18, 2019, 12:58 am
#895
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,080
This is a bit of an odd one, but nothing seems to surprise me these days when it comes to Marriott IT. I made a reservation for 2 rooms for a 25K points level property using the iPhone app. I'd selected points, and it showed 25K points per room, so I'd proceeded to book via the app as I was traveling and it was on short notice. I was checking my points balance afterwards and found it odd that it had only deducted 25K points. That's when I noticed that it had used a certificate for up to 35K points for one of the room. The website always prompts and provides the option of using a certificate or points, but the app didn't do this - it just showed points, and then deducted the certificate for one of the rooms. I wouldn't have used the certificate on this stay, as I'd surely have another 35K redemption at some point later in the year, so definitely a bit frustrated that the lack of transparency in the app seems to have cost me 10K points. The stay had already occurred by the time I'd noticed the certificate had been used, so cancelling and rebooking isn't an option as it would be for a future stay with a long lead time. I'm planning to call Marriott when I get a chance, but the hold times seemed long earlier today when I'd tried. Anyone else encounter this? Not sure if this is a common problem with the new app, or perhaps a bug with an unusual combination of booking 2 rooms.
We would like to help look into this issue. Please provide below information to us via private mail here or by email below:
Reservation and account details
Marriott Bonvoy APP version
Mobile model
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Mar 20, 2019, 3:16 pm
#897
Join Date: Sep 2010
Location: Canadia
Programs: A loyal Amerisuites customer... oh wait
Posts: 2,033
I have a resort reservation coming up shortly. The reservation is for a non-smoking, king bed.
I went to view the reservation. It says:
Unavailable: 1 King Bed , Unavailable: Non-smoking room
That, of course, concerned me. I don't want my suite to have a random bed type, and I sure as hell don't want the possibility of a smoking room.
The 1-800 number staff tell me that:
• My Marriott profile says I prefer a king bed and a non-smoking room; true.
• The property is an entirely non-smoking hotel, so the system is unable to fulfill a special request for a non-smoking room, so it generates a message to tell me that.
• And the property is saying that my reservation is guaranteed for 1 king bed, so somehow it also can't honour that request because it's already part of the room.
Sure, of course I should've known what that's supposed to mean. Great work, Marriott IT.
I went to view the reservation. It says:
Unavailable: 1 King Bed , Unavailable: Non-smoking room
That, of course, concerned me. I don't want my suite to have a random bed type, and I sure as hell don't want the possibility of a smoking room.
The 1-800 number staff tell me that:
• My Marriott profile says I prefer a king bed and a non-smoking room; true.
• The property is an entirely non-smoking hotel, so the system is unable to fulfill a special request for a non-smoking room, so it generates a message to tell me that.
• And the property is saying that my reservation is guaranteed for 1 king bed, so somehow it also can't honour that request because it's already part of the room.
Sure, of course I should've known what that's supposed to mean. Great work, Marriott IT.
Mar 20, 2019, 8:19 pm
#898
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,504
I have a resort reservation coming up shortly. The reservation is for a non-smoking, king bed.
I went to view the reservation. It says:
Unavailable: 1 King Bed , Unavailable: Non-smoking room
That, of course, concerned me. I don't want my suite to have a random bed type, and I sure as hell don't want the possibility of a smoking room.
The 1-800 number staff tell me that:
• My Marriott profile says I prefer a king bed and a non-smoking room; true.
• The property is an entirely non-smoking hotel, so the system is unable to fulfill a special request for a non-smoking room, so it generates a message to tell me that.
• And the property is saying that my reservation is guaranteed for 1 king bed, so somehow it also can't honour that request because it's already part of the room.
Sure, of course I should've known what that's supposed to mean. Great work, Marriott IT.
I went to view the reservation. It says:
Unavailable: 1 King Bed , Unavailable: Non-smoking room
That, of course, concerned me. I don't want my suite to have a random bed type, and I sure as hell don't want the possibility of a smoking room.
The 1-800 number staff tell me that:
• My Marriott profile says I prefer a king bed and a non-smoking room; true.
• The property is an entirely non-smoking hotel, so the system is unable to fulfill a special request for a non-smoking room, so it generates a message to tell me that.
• And the property is saying that my reservation is guaranteed for 1 king bed, so somehow it also can't honour that request because it's already part of the room.
Sure, of course I should've known what that's supposed to mean. Great work, Marriott IT.
Mar 21, 2019, 4:12 am
#899
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,877
Mar 25, 2019, 6:26 am
#900
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,005
Several months on, this fault is still there. On the website, a reservation for today shows as "in progress", and you can't view any detail such as roomtype, rate or cancellation penalty.
