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
Apr 11, 2019, 8:45 am
#946
Join Date: May 2010
Location: Earth ... for now
Programs: UA 2MM * Marriott Ambassador LT Titanium * IHG Diamond Ambassador * Hilton Diamond *
Posts: 1,787
I am still surprised that Marriott did not put in place a replacement system (with less IT and more with communications between booking agents and hotels) while the work is in progress.
I had no problem applying SNAs toward a booking made with points - only pre-paid reservations seem to be the problem.
Thank you for your suggestion, though.
Apr 11, 2019, 11:31 am
#947
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
No, but I have been communicating with William and my Ambassador on that issue. They are working on how to modify pre-paid reservations, as Marriott did not have that option in their system while Starwood had built in a door for SNAs. We just have to wait and, maybe, to remind them from time to time, so the IT company in charge can feel a little pressure.
I am still surprised that Marriott did not put in place a replacement system (with less IT and more with communications between booking agents and hotels) while the work is in progress.
I had no problem applying SNAs toward a booking made with points - only pre-paid reservations seem to be the problem.
Thank you for your suggestion, though.
I am still surprised that Marriott did not put in place a replacement system (with less IT and more with communications between booking agents and hotels) while the work is in progress.
I had no problem applying SNAs toward a booking made with points - only pre-paid reservations seem to be the problem.
Thank you for your suggestion, though.
This has been a known issue for prepaid reservations for at least 6 months. We all know how amazing Marriott's IT system is (and not in a good way). If you think the issue will be solved in the next week, might as well wait.
Otherwise, I'd suggest the fix that European Pete found. The other thing you could do is refer your ambassador to the wiki here, tell him/her to read the last paragraph and apply the SNA.
https://www.flyertalk.com/forum/marr...thread-67.html
Apr 11, 2019, 11:35 am
#948
FlyerTalk Evangelist
Join Date: Feb 1999
Location: Seat 1A, Juice pretty much everywhere, Mucci des Coins Exotiques
Posts: 34,339
On the website booking page...
Hotel Cancellation Policy
About this reservation:
You may cancel your reservation for no charge until April 12, 2019. Please note that your prepayment for this special rate is non-refundable.
So which is it?
Hotel Cancellation Policy
About this reservation:
You may cancel your reservation for no charge until April 12, 2019. Please note that your prepayment for this special rate is non-refundable.
So which is it?
Apr 11, 2019, 12:35 pm
#950
Join Date: May 2010
Location: Earth ... for now
Programs: UA 2MM * Marriott Ambassador LT Titanium * IHG Diamond Ambassador * Hilton Diamond *
Posts: 1,787
It worked!
This has been a known issue for prepaid reservations for at least 6 months. We all know how amazing Marriott's IT system is (and not in a good way). If you think the issue will be solved in the next week, might as well wait.
Otherwise, I'd suggest the fix that European Pete found. The other thing you could do is refer your ambassador to the wiki here, tell him/her to read the last paragraph and apply the SNA.
https://www.flyertalk.com/forum/marr...thread-67.html
Otherwise, I'd suggest the fix that European Pete found. The other thing you could do is refer your ambassador to the wiki here, tell him/her to read the last paragraph and apply the SNA.
https://www.flyertalk.com/forum/marr...thread-67.html
. Thank you for insisting, Margarita Girl.And thank you to European Pete!
Apr 11, 2019, 4:12 pm
#952
Join Date: Sep 2017
Location: Tucson, Arizona
Programs: Hyatt Globalist; Marriott Titanium; Hilton Diamond; IHG Spire Ambassador; AA Exec Plat; UA Silver
Posts: 63
Apr 11, 2019, 4:56 pm
#953
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
Apr 11, 2019, 7:10 pm
#954
Join Date: May 2010
Location: Earth ... for now
Programs: UA 2MM * Marriott Ambassador LT Titanium * IHG Diamond Ambassador * Hilton Diamond *
Posts: 1,787
Apr 17, 2019, 12:43 am
#956
Join Date: Jan 2014
Location: The Indo Jungle
Programs: AA EXP, IHG Spire
Posts: 1,319
Anyone having issues? I've got like 10 bookings to make and keep getting "error occurred" messages at various stages of the booking. Also - tried to submit online form to report my issues, and that also returned a server error 
Apr 17, 2019, 5:57 am
#957
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
I got an 'unexpected error' when trying to update an existing booking.
Apr 17, 2019, 3:16 pm
#958
Join Date: Dec 2003
Programs: AA Plat Pro, United Silver, Marriott LTT, Hyatt Globalist, Hilton Diamond, IHG Platinum
Posts: 1,120
MTA: I did go to the trouble of figuring out how to clear my cache and restarted the browser. Still can't search for a property.
Last edited by ehallison; Apr 17, 2019 at 3:24 pm
Apr 17, 2019, 4:52 pm
#959
Join Date: Jan 2014
Location: The Indo Jungle
Programs: AA EXP, IHG Spire
Posts: 1,319
I was successful with some of the properties I needed to book after waiting a while, but one specific property, no dice, BUT, was able to book via the mobile application. Ridiculous. Starting to regret this change from IHG to Marriot/SPG...
May 2, 2019, 11:39 pm
#960
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
Crooked chain with ignored request and too many hoops for cancellations
I don't typically book Marriott properties (except when I get them through Priceline Opaque) for no real reason other than that I've simply focused on other programs over the years. Anyway, a rare situation came up where I had a reservation at a property in June booked at Marriott.com. I found an alternate property that I preferred, so I needed to cancel it.
I tried to cancel at the Marriott.com site but two consecutive days I got errors when I clicked cancel.
Finally I called the 1-888-236-2427. After about a 10 minute hold I got a representative. He pulled the reservation and said it was cancelled. I asked him for a cancellation number and he said that typically they send an e-mail confirming the cancellation but he did not have a cancellation number. I need some sort of proof because this is a $400 rack rate room and since I am cancelling well within the cancellation period I wanted proof of cancellation to keep for my records.
I check hours later and that e-mail never came. I go back to the Marriott.com website and the reservation still shows as active. I try to click cancel. Error again.
So I call again. The representative says the reservation shows as active. I am then asked if I want to cancel it. This representative cancels it, asks me if I want the cancellation number, then tells me an e-mail will go to my e-mail address showing the cancellation. That e-mail came right as we were wrapping up the call.
I've cancelled lots of rooms over the years with Hilton, IHG, Choice... never have had to go through this amount of hoops to do a cancellation. With those chains, it has always been as simple as going to the website and the cancellation is just done immediately. With Marriott, it seems to be different. First a non-functioning website, then a representative who fails to cancel it when asked, finally on an additional call the cancellation gets done. Is this typical?
I tried to cancel at the Marriott.com site but two consecutive days I got errors when I clicked cancel.
Finally I called the 1-888-236-2427. After about a 10 minute hold I got a representative. He pulled the reservation and said it was cancelled. I asked him for a cancellation number and he said that typically they send an e-mail confirming the cancellation but he did not have a cancellation number. I need some sort of proof because this is a $400 rack rate room and since I am cancelling well within the cancellation period I wanted proof of cancellation to keep for my records.
I check hours later and that e-mail never came. I go back to the Marriott.com website and the reservation still shows as active. I try to click cancel. Error again.
So I call again. The representative says the reservation shows as active. I am then asked if I want to cancel it. This representative cancels it, asks me if I want the cancellation number, then tells me an e-mail will go to my e-mail address showing the cancellation. That e-mail came right as we were wrapping up the call.
I've cancelled lots of rooms over the years with Hilton, IHG, Choice... never have had to go through this amount of hoops to do a cancellation. With those chains, it has always been as simple as going to the website and the cancellation is just done immediately. With Marriott, it seems to be different. First a non-functioning website, then a representative who fails to cancel it when asked, finally on an additional call the cancellation gets done. Is this typical?