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, 2022, 6:25 pm
#1564
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Apr 11, 2022, 6:26 pm
#1565
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
POS website and Marriott IT are at it again... can't book anything new, can't view trips etc.
Maybe Marriott should team up with JetBlue, they're both a mess lately.
Maybe Marriott should team up with JetBlue, they're both a mess lately.
Apr 11, 2022, 6:29 pm
#1566
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
I ended up calling Marriott loyalty program telephone number. The rep sent me the reservation confirmation (the generic one, not the regular one you get after making the reservation).
When I use the confirmation number trying to pull it up on Marriott website - IT DOES NOT PULL UP THE RESERVATION!
It only give this totally irrelevant messageYour receipt for hotel stays may be automatically sent to the email address associated with your reservation. If you prefer, you may request a paper copy at the front desk when you check in.
IN OTHER WORDS THERE IS NO WAY ONE CAN SEE THE RESERVATION ONLINE AT ALL IF YOUR ACCOUNT SUFFERS THIS MALFUNCTION.
I asked the rep (I used Web Support with the Robot) to please report this. She said "I am sure the Web Support dept is aware of the issue." Yeah, they may be aware but they have not done anything to rectify it as this issue has been reported weeks ago according to the posts in this thread.
It seems as long as one's account is infected by the malice, there is NO any method one could regain access until IT finally has fixed your account. That would mean you have to repeatedly contact Marriott until the IT Dept finally gets to your account to fix it. as reported in this related thread, Post No.5/
"My Trips" not showing up
When I use the confirmation number trying to pull it up on Marriott website - IT DOES NOT PULL UP THE RESERVATION!
It only give this totally irrelevant messageYour receipt for hotel stays may be automatically sent to the email address associated with your reservation. If you prefer, you may request a paper copy at the front desk when you check in.
IN OTHER WORDS THERE IS NO WAY ONE CAN SEE THE RESERVATION ONLINE AT ALL IF YOUR ACCOUNT SUFFERS THIS MALFUNCTION.
I asked the rep (I used Web Support with the Robot) to please report this. She said "I am sure the Web Support dept is aware of the issue." Yeah, they may be aware but they have not done anything to rectify it as this issue has been reported weeks ago according to the posts in this thread.
It seems as long as one's account is infected by the malice, there is NO any method one could regain access until IT finally has fixed your account. That would mean you have to repeatedly contact Marriott until the IT Dept finally gets to your account to fix it. as reported in this related thread, Post No.5/
"My Trips" not showing up
Last edited by Happy; Apr 11, 2022 at 6:53 pm
Apr 11, 2022, 7:55 pm
#1568
Join Date: Jan 2008
Location: EAU
Programs: UA 1K, CO Plat, NW Plat, Marriott Premiere Plat, SPG Plat, Priority Gold, Hilton Gold
Posts: 4,712
I haven't been able to get searches to load for a couple hours, and now the website seems totally dead. Called into the Ambassador line and they can't seem to book anything either.
So seems like Marriott's system is now entirely hosed.
So seems like Marriott's system is now entirely hosed.
Apr 12, 2022, 7:11 am
#1570
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
Could not access the website; it seems to be working, made a reservation but have not received the confirmation email that usually is received within a minute or so of the booking.
Apr 12, 2022, 7:50 am
#1571
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
Hotel searches still not working from the main website home page. The calendar to change dates won't pull up, so its useless. If you can get the 'find & reserve' pulldown menu to show up from another page you can get that to work for searches.
Not seeing anything listed in my trips now either... Marriott IT is pathetic.
Edit: After letting the 'my trips' page sit there for over 5 minutes, the list magically appeared. Still pathetic.
Not seeing anything listed in my trips now either... Marriott IT is pathetic.
Edit: After letting the 'my trips' page sit there for over 5 minutes, the list magically appeared. Still pathetic.
Last edited by rylan; Apr 12, 2022 at 7:56 am
Apr 12, 2022, 11:35 am
#1572
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Does the number of trips goes up after you made the reservation?
And, were you able to see My Trips in your account?
The confirmation emails even at the best time would take 5 to 10 minutes to arrive for me Sometimes take an hour or several hours. I have no idea why so. But in the past I can always see them in My Trips, and therefore can pull up the reservation, use the Print function to get the Stay Details in PDF, plus email myself a copy - it would come as the general text type, not the HTML format with all the junk ads shown in the regular confirmation, but it has all the pertinent info and that is what matters.
Apr 12, 2022, 2:50 pm
#1573
Join Date: Jul 2001
Posts: 352
I stayed in Spain 2 days ago and never received a folio from the stay. I phoned today and was told that "the system is broken", but send an email and they will provide a bill as soon as available. Perhaps this is related to the problems listed above. When I tried to make a reservation today for a stay in June, I saw this statement of the cancellation policy for the reservation if I were to make it:
- You may cancel your reservation for no charge before 11:59 PM local hotel time on March 9, 2022 (99 day[s] before arrival).
- Please note that we will assess a fee of 1011.81 EUR if you must cancel after this deadline. If you have made a prepayment, we will retain all or part of your prepayment. If not, we will charge your credit card. This fee equals your room charge plus tax for all the nights of your reservation.
Apr 13, 2022, 12:22 am
#1574
Join Date: Jan 2008
Location: Sydney, Australia
Programs: HH Diamond, Marriott Titanium/LTG, IHG Platinum
Posts: 1,921
Did you get a confirmation screen after clicking the Book Now button?
Does the number of trips goes up after you made the reservation?
And, were you able to see My Trips in your account?
The confirmation emails even at the best time would take 5 to 10 minutes to arrive for me Sometimes take an hour or several hours. I have no idea why so. But in the past I can always see them in My Trips, and therefore can pull up the reservation, use the Print function to get the Stay Details in PDF, plus email myself a copy - it would come as the general text type, not the HTML format with all the junk ads shown in the regular confirmation, but it has all the pertinent info and that is what matters.
Does the number of trips goes up after you made the reservation?
And, were you able to see My Trips in your account?
The confirmation emails even at the best time would take 5 to 10 minutes to arrive for me Sometimes take an hour or several hours. I have no idea why so. But in the past I can always see them in My Trips, and therefore can pull up the reservation, use the Print function to get the Stay Details in PDF, plus email myself a copy - it would come as the general text type, not the HTML format with all the junk ads shown in the regular confirmation, but it has all the pertinent info and that is what matters.
The confirmation email has not yet arrived (~16hrs). I checked junk mail etc but not there.
Apr 13, 2022, 1:23 pm
#1575
Join Date: Jan 2006
Location: YYZ
Programs: AC, Bonvoy, HH
Posts: 610
Been trying to book a reservation for a few days and no luck signing in. Got fed up and called Marriott directly last night. Rep said the tornados were causing issues with networks. Made the reservation but have still not been able to log in to see it. Did receive an email confirmation.