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
May 3, 2019, 6:16 am
#962
Join Date: Jan 2002
Location: Washington, DC, USA
Programs: UA MM, MB LifeTit
Posts: 1,829
I was at the Nationals' game yesterday. When the jumbotron listed the groups in attendance, I noticed that there was a Marriott IT group in the stadium. I was seriously tempted to seek them out so that I could provide some feedback on their recent misadventures.
May 3, 2019, 7:02 am
#963
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
A miniscule issue in the grand scheme of Marriott's current spectrum of challenges.
If you knew it showed active and have previous experience with multiple chains, and had the cancellation policy still on your side, why not call the property directly? I always prefer a local human to a call center human
If you knew it showed active and have previous experience with multiple chains, and had the cancellation policy still on your side, why not call the property directly? I always prefer a local human to a call center human
May 3, 2019, 10:11 am
#965
Join Date: Aug 2016
Location: Somewhere between SFO and LAX...FYI aka FAT
Programs: BAEC - back to lowly blue. Marriott - Lifetime Platinum
Posts: 465
I don't often cancel reservations fortunately, but I encountered a similar problem last month -- canceling two rooms on one reservation. Somehow after a few tries it all went through. I hope they do take notice and deal with this glitch since it would be a pain to have to call each time. The hotel was overseas so I definitely wouldn't want to have to call the hotel.
May 3, 2019, 10:30 am
#966
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,103
OP, you could have saved yourself a lot of aggravation by simply calling the property & asking if they saw the reservation canceled in their system & asked them for the cancel #.
Cheers.
Cheers.
May 3, 2019, 10:40 am
#967
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
May 3, 2019, 12:56 pm
#968
Join Date: Feb 1999
Location: San Jose, California, USA
Programs: AS 100K, UA MM, AA MM, IC Plat Amb, Marriott Gold, Hilton Gold, Hyatt Explorist
Posts: 3,146
May 3, 2019, 2:20 pm
#969
Join Date: Mar 2001
Location: DC
Programs: UA, SPG, Amtrak
Posts: 145
Wow the Marriot website sucks compared to Starwood
With Starwood it was so easy and intuitive to search hotels, and compare whether you wanted to pay $, use points and cash or all points and how much each was. I don't see that functionality at all with Marriott. I don't even see at all how to even get the points redemption prices for a hotel for a certain range of days.
Is there some secret hidden page or link? Or does the website just really suck that bad?
Is there some secret hidden page or link? Or does the website just really suck that bad?
May 3, 2019, 2:46 pm
#970
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,157
With Starwood it was so easy and intuitive to search hotels, and compare whether you wanted to pay $, use points and cash or all points and how much each was. I don't see that functionality at all with Marriott. I don't even see at all how to even get the points redemption prices for a hotel for a certain range of days.
Is there some secret hidden page or link? Or does the website just really suck that bad?
Is there some secret hidden page or link? Or does the website just really suck that bad?
May 3, 2019, 4:12 pm
#971
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
Reminds me of the classic MADtv "Lowered Expectations" series of sketches
Starwood site was great, Marriott is mediocre on a functioning day...have found Hyatt to be about as robust as Starwood, which is nice
Starwood site was great, Marriott is mediocre on a functioning day...have found Hyatt to be about as robust as Starwood, which is nice
May 3, 2019, 4:21 pm
#972
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
I could certainly see how Marriott phone agent would get tired of dealing with problems all day. Hotel phone agents usually get incentivized based on their ability to sell. They don't get penalized for handling calls that don't provide an opportunity to sell (like cancelations). But, if the bulk of their calls are now "the website won't let me..." calls, that means they get fewer pure sales calls. Fewer opportunities to sell means it becomes harder to meet goals to earn extra money.
A Marriott call center agent would have to be a glutton for punishment or unnaturally loyal to not consider moving to a competitor (if there is one locally). Those local competitors would certainly welcome an experienced Marriott agent.
May 3, 2019, 4:43 pm
#974
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
You know for a lot of people simply calling a property is not so simple. A lot of people travel internationally and international calls on mobiles can be costly and can often drop at the precise moment you try and conclude the transaction after providing 10 bits of identification, which has happened to me several times when dealing with credit card issues overseas. Much simpler to just have a working online portal. I would have just submitted an online complaint/query saying I want the room cancelled or if they supplied email addresses for properties like SPG used to do you could have simply emailed them and had a written confirmation of the communication for the later credit card dispute!
Last edited by geminidreams; May 4, 2019 at 1:58 am Reason: typos
May 3, 2019, 5:39 pm
#975
Join Date: Jun 2015
Location: DAY
Programs: Rapid Rewards, Skymiles, Hilton HHonors, SPG/Marriott Rewards
Posts: 4,941
I don’t think Starwood’s website was great, Marriott’s just sucks.