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
Aug 8, 2019, 12:54 pm
#1111
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
This happens to me randomly. No idea why because it does not seem to have any pattern, i.e. time of the day or browser used. Just random. I am resudec to the point if the site does not tell me "for security reason your account requires password reset" then I consider a win - because the site has requested me to reset password at least 5 times this year - and you cannot use previous passwords (may be after 10th time you can go back to the first one. like some other stupid sites would?)
Aug 8, 2019, 3:39 pm
#1112
Join Date: Sep 2004
Location: New York, NY
Programs: Marriott Bonvoy Lifetime Tit, Hilton Diamond, BA Gold, Carlson Gold, UA*S,
Posts: 1,363
Is the website or app working for stay activity?
On the app it says: 'This service is temporarily unavailable. But don't worry, we're on it. Please try again later'
On the website it says: 'We’re temporarily unable to display the information you requested.Please try again later.'
Been like this all day after I submitted a load of missing stay requests (although the points appear to be posting) although I can't see for what.
On the app it says: 'This service is temporarily unavailable. But don't worry, we're on it. Please try again later'
On the website it says: 'We’re temporarily unable to display the information you requested.Please try again later.'
Been like this all day after I submitted a load of missing stay requests (although the points appear to be posting) although I can't see for what.
Aug 8, 2019, 5:13 pm
#1113
Join Date: Sep 2005
Programs: UA gold; WN A; PC plat; Marriott Gold
Posts: 425
Was trying to do a booking on marriott.com. During the booking workflow, logged in and got
"Your immediate action is required.
In a continuing effort to safeguard your account, we are requiring you to change your password.
We recommend that you create a password that is unique to this site to help ensure the security of your account."
Then used the mobile app to book without any issues.
"Your immediate action is required.
In a continuing effort to safeguard your account, we are requiring you to change your password.
We recommend that you create a password that is unique to this site to help ensure the security of your account."
Then used the mobile app to book without any issues.
Aug 9, 2019, 9:05 am
#1114
Join Date: Sep 2005
Programs: UA gold; WN A; PC plat; Marriott Gold
Posts: 425
Was trying to do a booking on marriott.com. During the booking workflow, logged in and got
"Your immediate action is required.
In a continuing effort to safeguard your account, we are requiring you to change your password.
We recommend that you create a password that is unique to this site to help ensure the security of your account."
"Your immediate action is required.
In a continuing effort to safeguard your account, we are requiring you to change your password.
We recommend that you create a password that is unique to this site to help ensure the security of your account."
Are other people seeing this upon .com logon? is there a data breach?
Aug 9, 2019, 2:36 pm
#1115
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
Go back a few pages. Lots of other reports.
Aug 9, 2019, 3:54 pm
#1116
Join Date: Feb 2013
Location: London
Programs: HertzPresCircle, Virgin Atlantic Gold,Hil-Diam, Europcar Elite Vip, Emirates Gold, MarriottTitanium.
Posts: 419
Then i made a booking - didn't get a conformation e-mail of it for an hour. And when trying to check my stays on the website the dreaded website errors. 3 times below eachother:We’re temporarily unable to display the information you requested. Please try again later.We’re temporarily unable to display the information you requested. Please try again later.
We’re temporarily unable to display the information you requested. Please try again later.
Aug 9, 2019, 5:05 pm
#1117
Join Date: Sep 2005
Programs: UA gold; WN A; PC plat; Marriott Gold
Posts: 425
Was trying to do a booking on marriott.com. During the booking workflow, logged in and got
"Your immediate action is required.
In a continuing effort to safeguard your account, we are requiring you to change your password.
We recommend that you create a password that is unique to this site to help ensure the security of your account."
"Your immediate action is required.
In a continuing effort to safeguard your account, we are requiring you to change your password.
We recommend that you create a password that is unique to this site to help ensure the security of your account."
Aug 11, 2019, 10:07 am
#1118
Join Date: Jul 2007
Programs: dividend miles
Posts: 1
Marriott failing !
Apparently the Starwood merger is leading to the destruction of a great hotel chain and legacy . Their web site has been broken on and off for months and their telephone customer support must have cut their training budget to the bone. I am so disappointed in that have been elite for years with Marriott and now I avoid them simply because it is next to impossible to access them through their website and their phone reps are almost as bad.
Oh well, I suspect the execs are doing quite well financially but Mr. Marriott must be wishing his name was no longer on the building.
Oh well, I suspect the execs are doing quite well financially but Mr. Marriott must be wishing his name was no longer on the building.
Aug 21, 2019, 8:47 am
#1121
Join Date: Jan 2005
Location: San Diego US and Brisbane AU
Programs: AA EXP/2MM - DL PM - OZ Diamond - Bonvoy LTT - Hyatt Glob - IHG Plat - National EE - Sixt Platinum
Posts: 1,315
Anyone else encounter issues with cancellations (especially for multi-room reservations) on the website?
Had a multi-room reservation for three rooms at the Le Meridien in Barcelona and cancelled a few weeks prior. Got a message both confirming the cancellation as well as also displaying an error message. Since multi-room reservations seem to have a "main" reservation number and then linked reservation numbers for the other rooms, I suspected that maybe somewhere in cancelling the three rooms, the operation did not complete even though it might have cancelled the main reservation number.
Waited for a bit and received three cancellation number emails for all three rooms, and also checked on the website that the reservations were out of my profile and were not active.
Fast forward to the day of check-in, and all three rooms showed up in my profile again! Called Marriott Reservations and the agent cancelled them again and assured me I would not receive a penalty. Interestingly enough, the cancellation emails I received from the agent have the same cancellation numbers from the emails from a few weeks prior, so I wonder if there is something in the website that is not working correctly to cancel out reservations...
And looks like I still just got charged the penalty...
Had a multi-room reservation for three rooms at the Le Meridien in Barcelona and cancelled a few weeks prior. Got a message both confirming the cancellation as well as also displaying an error message. Since multi-room reservations seem to have a "main" reservation number and then linked reservation numbers for the other rooms, I suspected that maybe somewhere in cancelling the three rooms, the operation did not complete even though it might have cancelled the main reservation number.
Waited for a bit and received three cancellation number emails for all three rooms, and also checked on the website that the reservations were out of my profile and were not active.
Fast forward to the day of check-in, and all three rooms showed up in my profile again! Called Marriott Reservations and the agent cancelled them again and assured me I would not receive a penalty. Interestingly enough, the cancellation emails I received from the agent have the same cancellation numbers from the emails from a few weeks prior, so I wonder if there is something in the website that is not working correctly to cancel out reservations...
And looks like I still just got charged the penalty...
Aug 22, 2019, 2:12 am
#1122
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
Anyone else encounter issues with cancellations (especially for multi-room reservations) on the website?
Had a multi-room reservation for three rooms at the Le Meridien in Barcelona and cancelled a few weeks prior. Got a message both confirming the cancellation as well as also displaying an error message. Since multi-room reservations seem to have a "main" reservation number and then linked reservation numbers for the other rooms, I suspected that maybe somewhere in cancelling the three rooms, the operation did not complete even though it might have cancelled the main reservation number.
Waited for a bit and received three cancellation number emails for all three rooms, and also checked on the website that the reservations were out of my profile and were not active.
Fast forward to the day of check-in, and all three rooms showed up in my profile again! Called Marriott Reservations and the agent cancelled them again and assured me I would not receive a penalty. Interestingly enough, the cancellation emails I received from the agent have the same cancellation numbers from the emails from a few weeks prior, so I wonder if there is something in the website that is not working correctly to cancel out reservations...
And looks like I still just got charged the penalty...
Had a multi-room reservation for three rooms at the Le Meridien in Barcelona and cancelled a few weeks prior. Got a message both confirming the cancellation as well as also displaying an error message. Since multi-room reservations seem to have a "main" reservation number and then linked reservation numbers for the other rooms, I suspected that maybe somewhere in cancelling the three rooms, the operation did not complete even though it might have cancelled the main reservation number.
Waited for a bit and received three cancellation number emails for all three rooms, and also checked on the website that the reservations were out of my profile and were not active.
Fast forward to the day of check-in, and all three rooms showed up in my profile again! Called Marriott Reservations and the agent cancelled them again and assured me I would not receive a penalty. Interestingly enough, the cancellation emails I received from the agent have the same cancellation numbers from the emails from a few weeks prior, so I wonder if there is something in the website that is not working correctly to cancel out reservations...
And looks like I still just got charged the penalty...
If you would like us to look into this case, please PM us your name, contact way, reservation information (stay period and confirmation number).
Please let us know if you need further assistance.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
Aug 22, 2019, 5:54 am
#1123
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
..............Had a multi-room reservation for three rooms at the Le Meridien in Barcelona and cancelled a few weeks prior...................Waited for a bit and received three cancellation number emails for all three rooms, and also checked on the website that the reservations were out of my profile and were not active.
Fast forward to the day of check-in, and all three rooms showed up in my profile again! Called Marriott Reservations and the agent cancelled them again and assured me I would not receive a penalty. Interestingly enough, the cancellation emails I received from the agent have the same cancellation numbers from the emails from a few weeks prior, so I wonder if there is something in the website that is not working correctly to cancel out reservations...
And looks like I still just got charged the penalty...
Fast forward to the day of check-in, and all three rooms showed up in my profile again! Called Marriott Reservations and the agent cancelled them again and assured me I would not receive a penalty. Interestingly enough, the cancellation emails I received from the agent have the same cancellation numbers from the emails from a few weeks prior, so I wonder if there is something in the website that is not working correctly to cancel out reservations...
And looks like I still just got charged the penalty...
The only difference is that I called property direct, after second cancellation, and I was not charged for no-shows. I saved my cancellation emails from two different dates but with same cancellation number.Also reported by other FTers.
Zombie Reservation-Keeps Coming Back from the Dead
https://www.flyertalk.com/forum/marr...servation.html
Aug 26, 2019, 1:29 pm
#1124
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: 18,931
Follow-up on "targeted" forced password resets
Saw this today from Krebs on Security and it does make sense, so I need to retract my criticism above.
https://krebsonsecurity.com/2019/08/...r-assumptions/
tl;dr forced resets don't necessarily mean there was a breach at Marriott; theoretically a security-conscious organization can obtain lists of passwords known to have been exposed in *other* breaches, and check to see if any of those passwords are also in use in their own systems.
(this does *not* mean they know everybody's password, but that sub-discussion is probably out of scope for this FT thread, read the article if you want to know more...)
For a site that had its you-know-what together, one reason might be for example if they were aware of a breach that affected certain accounts, they might force those users to reset their PW at next login. Of course they would also disclose that the breach occurred.
That probably doesn't apply here though, and just random crap is a more likely explanation...
That probably doesn't apply here though, and just random crap is a more likely explanation...
https://krebsonsecurity.com/2019/08/...r-assumptions/
tl;dr forced resets don't necessarily mean there was a breach at Marriott; theoretically a security-conscious organization can obtain lists of passwords known to have been exposed in *other* breaches, and check to see if any of those passwords are also in use in their own systems.
(this does *not* mean they know everybody's password, but that sub-discussion is probably out of scope for this FT thread, read the article if you want to know more...)
Aug 26, 2019, 1:52 pm
#1125
Join Date: Aug 2018
Posts: 902
I have encountered same exact issue more than once. The only difference is that I called property direct, after second cancellation, and I was not charged for no-shows. I saved my cancellation emails from two different dates but with same cancellation number.
Also reported by other FTers.
Zombie Reservation-Keeps Coming Back from the Dead
https://www.flyertalk.com/forum/marr...servation.html
The only difference is that I called property direct, after second cancellation, and I was not charged for no-shows. I saved my cancellation emails from two different dates but with same cancellation number.Also reported by other FTers.
Zombie Reservation-Keeps Coming Back from the Dead
https://www.flyertalk.com/forum/marr...servation.html
Unfortunately this has also happened to me twice this month. I believe MR system occasionally fails to correctly report the cancellation to the properties’ internal reservation systems. The reservation is cancelled in Marriott’s central system and on the user’s end but remains active in the property’s system. When the property starts room assignment for the upcoming (cancelled) stay, the reservation is again uploaded into the central reservation roster. Because the same reservation is now showing up as cancelled and active at the same time, the system solves this conflicting information by deleting the cancellation transaction from the database. Hence, the reservation will suddenly reappear on the app and site 1 or 2 days before check-in. On the property end the reservation has never been cancelled, so they have no idea a cancellation did indeed occur and will proceed with billing according to their standard procedures. This is a huge bummer. Had it not been my ambassador sorting both these cases within a couple of hours of my noticing them, I would have had a really hard time getting this fixed.