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
Jun 19, 2019, 10:18 pm
#1036
Join Date: Oct 2007
Location: Seattle
Posts: 75
Web Site Too Slow
I'm trying to search for hotels rates and insert dates from the calendar. Every time you select a check in or check out date on the calendar, it takes a long time to register the date you clicked. This slowness does not occur on any other hotel web site. Why can't Marriott get this right. It can't be my browser as Hilton and Hyatt is much faster when trying to search hotel rates. If you have patience and end up getting a reservation, occasionally the confirmation email never arrives. If you try calling, the hold times are so long. Who has the time to waste on all these IT issues?
Jun 20, 2019, 7:05 pm
#1037
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,963
Jun 22, 2019, 11:22 am
#1038
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,176
I tried to book a night in Bangkok. The app said every single hotel was unavailable for any night in July for any BKK hotel I tried over a 2 hour period. Next day I tried again and there was availability everywhere. Obviously a tech issue
I emailed CS with a complaint about the technical issues and they said all hotels must have been booked then. Do these CS people have a clue? Especially when I said the next day when I tried it showed availability everywhere.
I will switch to Hyatt as I have done this trip in Doha and Addis Ababa. I am too frustrated with the continuing IT issues (they have gotten better to be fair) and the ongoing terrible customer service which remains deplorable.
I understand technical issues that no one wants but why can't Marriott get trained CS agents
I emailed CS with a complaint about the technical issues and they said all hotels must have been booked then. Do these CS people have a clue? Especially when I said the next day when I tried it showed availability everywhere.
I will switch to Hyatt as I have done this trip in Doha and Addis Ababa. I am too frustrated with the continuing IT issues (they have gotten better to be fair) and the ongoing terrible customer service which remains deplorable.
I understand technical issues that no one wants but why can't Marriott get trained CS agents
Jun 22, 2019, 11:26 am
#1039
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
I think the answer is a rhetorical question: would you want to be trying to provide customer support to Marriott customers at the moment?
Jun 22, 2019, 12:54 pm
#1040
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,401
It's been 10 months of marriott.com and not much has improved
It's been 10 months since SPG customers have been forced to use marriott.com and not much has improved. Sure a few stability features such as ability to save your username in your browser, but what about plans to bring back features of SPG.com such as search for multiple rate types? Transit information (Marriott must forget that not all hotels are in suburbs!) and ability to request your24 online. It would also be great to have some of the property info and photos from spg.com added back to those property pages on marriott.com.
Am I asking for too much? Does Marriott think us SPG people will roll over, forget, and accept the downgrade?
Am I asking for too much? Does Marriott think us SPG people will roll over, forget, and accept the downgrade?
Jun 22, 2019, 2:16 pm
#1041
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
It's been 10 months since SPG customers have been forced to use marriott.com and not much has improved. Sure a few stability features such as ability to save your username in your browser, but what about plans to bring back features of SPG.com such as search for multiple rate types? Transit information (Marriott must forget that not all hotels are in suburbs!) and ability to request your24 online. It would also be great to have some of the property info and photos from spg.com added back to those property pages on marriott.com.
Am I asking for too much? Does Marriott think us SPG people will roll over, forget, and accept the downgrade?
Am I asking for too much? Does Marriott think us SPG people will roll over, forget, and accept the downgrade?
- lack of detailed information by only having 3 categories (base, elite bonus and EXTRA)
- activity that doesn't get posted chronologically
- balance that increases before details are available
- how Marriott shows a canceled points reservation with 0 points returned
- the fact that the app and the website don't get updated at the same time
- missing points (eg welcome amenity) that get posted retroactively don't show up except in the total amount (eg +3,371 Points (-862 Base + -647 Elite + -862 Extra))
How in the world did the legacy Marriott guests who gave this program their loyalty ever think that this was acceptable? If Marriott is going to represent 7000 properties, maybe it's time to invest a little money in their IT department!!!
Jun 22, 2019, 3:39 pm
#1042
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Jun 22, 2019, 8:30 pm
#1043
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,176
The website even if working fully is not acceptable as the others above posted. There is such limited information and technical capabilities. But frankly, I'd accept those if the darn app would just work as it is supposed to. I am now a Hyatt Globalist (I had to start an account this year as it had been so long since I had stayed at a Hyatt). The CS and IT is so far superior to what Marriott is shoveling at us right now and the Globalist program is quite nice... but I still far prefer the legacy Starwood properties themselves.
I'll give another example. I tried to book 10 nights on points at Caresse in Bodrum. I could not book 10 nights all at once in one reservation to get the buy 4 get one free. But I could make 10 separate reservations for one night each at 50,000 points each night which is the standard rate. I told CS and they said there are only 84 rooms at Caresse so maybe the same room wasn't available. What are they talking about? The hotel had points availability for the 10 nights that I wanted... but I couldn't book at one reservation.
I feel like Marriott doesn't want me to book
I'll give another example. I tried to book 10 nights on points at Caresse in Bodrum. I could not book 10 nights all at once in one reservation to get the buy 4 get one free. But I could make 10 separate reservations for one night each at 50,000 points each night which is the standard rate. I told CS and they said there are only 84 rooms at Caresse so maybe the same room wasn't available. What are they talking about? The hotel had points availability for the 10 nights that I wanted... but I couldn't book at one reservation.
I feel like Marriott doesn't want me to book
Jun 23, 2019, 6:20 am
#1044
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
I tried to book a night in Bangkok. The app said every single hotel was unavailable for any night in July for any BKK hotel I tried over a 2 hour period. Next day I tried again and there was availability everywhere. Obviously a tech issue
I emailed CS with a complaint about the technical issues and they said all hotels must have been booked then. Do these CS people have a clue? Especially when I said the next day when I tried it showed availability everywhere.
I will switch to Hyatt as I have done this trip in Doha and Addis Ababa. I am too frustrated with the continuing IT issues (they have gotten better to be fair) and the ongoing terrible customer service which remains deplorable.
I understand technical issues that no one wants but why can't Marriott get trained CS agents
I emailed CS with a complaint about the technical issues and they said all hotels must have been booked then. Do these CS people have a clue? Especially when I said the next day when I tried it showed availability everywhere.
I will switch to Hyatt as I have done this trip in Doha and Addis Ababa. I am too frustrated with the continuing IT issues (they have gotten better to be fair) and the ongoing terrible customer service which remains deplorable.
I understand technical issues that no one wants but why can't Marriott get trained CS agents
Oh and I think I was given the same (hopeless) excuse then too
Jun 25, 2019, 12:35 pm
#1045
Join Date: Jan 2018
Location: Milano (Italy)
Programs: Marriott TITANIUM, BWR Dia, IHG, Millemiglia Alitalia
Posts: 486
Marriott Reservation system down (app/web) ?
Has anybody else got the same problem on app and website ?
Any location on any date is currently unavailable.
Here 20:30 Rome time.
Any location on any date is currently unavailable.
Here 20:30 Rome time.
Jun 25, 2019, 12:42 pm
#1048
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Our apologies for any inconvenience, but we are able to confirm that there are some issues with MARSHA at the moment. The IT team is aware and is working diligently towards a fix. Our best suggestion at the moment is to try again in a couple of hours.
Jun 25, 2019, 12:52 pm
#1050
Join Date: Apr 2012
Location: Canada
Programs: AC E50k, A3*G, UA*S, MR Titanium, HHonors Gold, Carlson Gold, NEXUS
Posts: 3,669
If I need to book a stay for tonight in the next 5h, what do I do if they don't fix it in time; can hotels still quote their own rates (including corporate rates)?
