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 15, 2018, 12:01 am
#166
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 633
The reason they gave is that my number was duplicated by someone on the SPG side. Screenshot of email is below. Looks real and after clicking you end up at marriott.com. No personal info was ever asked.
Again, I delayed several hours after receiving this email and then suddenly my account was not there. Couldn't log in. Couldn't change password. When I try to change password, it says my identifying info (name, email, zipcode) is invalid.
So frustrating. Planning trips for rest of year and want to make sure I get best prices on awards in places where points needed are going up.
Again, I delayed several hours after receiving this email and then suddenly my account was not there. Couldn't log in. Couldn't change password. When I try to change password, it says my identifying info (name, email, zipcode) is invalid.
So frustrating. Planning trips for rest of year and want to make sure I get best prices on awards in places where points needed are going up.
Last edited by RobUAIntl; Aug 15, 2018 at 12:05 am Reason: Delete my marriott rewards number....
Aug 15, 2018, 12:17 am
#167
Moderator: Alaska Mileage Plan
Join Date: Feb 2005
Posts: 12,336
The reason they gave is that my number was duplicated by someone on the SPG side. Screenshot of email is below. Looks real and after clicking you end up at marriott.com. No personal info was ever asked.
Again, I delayed several hours after receiving this email and then suddenly my account was not there. Couldn't log in. Couldn't change password. When I try to change password, it says my identifying info (name, email, zipcode) is invalid.
So frustrating. Planning trips for rest of year and want to make sure I get best prices on awards in places where points needed are going up.
Again, I delayed several hours after receiving this email and then suddenly my account was not there. Couldn't log in. Couldn't change password. When I try to change password, it says my identifying info (name, email, zipcode) is invalid.
So frustrating. Planning trips for rest of year and want to make sure I get best prices on awards in places where points needed are going up.
Aug 15, 2018, 1:15 am
#170
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 633
My SPG number has 7 digits. I'd like this to be my go-forward number if they let me.
But today I just want to be able to login to my marriott account. On my phone, the marriott app says my login id is invalid. It worked earlier today. Maybe tomorrow everything will be fixed. And maybe tomorrow someone will deposit $1M in my bank account.
Aug 15, 2018, 6:30 am
#171
Join Date: Oct 2013
Location: ORD
Programs: UA Silver, Marriott Platinum/LT Platinum, Hilton Gold
Posts: 5,596
It sounds like you may just be a victim of timing. They sent the email and posted on the site about intermittent login issues as they start the cutover/merge. It's unfortunate that it takes 5 days to do whatever type of migration they're doing.
Aug 15, 2018, 7:50 am
#172
Join Date: Jan 2007
Location: NYC/Northern NJ
Programs: 1K - UAL, Platinum DL, Marriott, Hilton, SPG
Posts: 1,815
We anticipate technology & infrastructure to match our timelines. Unfortunately, the only thing that matches our timelines are the things we can control which is pretty much ourselves.
Aug 15, 2018, 7:51 am
#173
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Just as a data point both my MR and SPG numbers are 9 digits and dates back decades.
What has been posted is SPG numbers will be changing to meet number formats in the new system, no choice. I haven't seen anything saying MR must change, but I can see there being some exceptions.
Marriott has advised temporary system outages starting today, so that may be what's biting you.
We are supposed to be able to choose which number we like best, by logging into that account and following the directions to merge our other account number. Still to be seen.
This can be a very lucrative time for phishing. Might be best to stay away from clicking links and typing addresses.
What has been posted is SPG numbers will be changing to meet number formats in the new system, no choice. I haven't seen anything saying MR must change, but I can see there being some exceptions.
Marriott has advised temporary system outages starting today, so that may be what's biting you.
We are supposed to be able to choose which number we like best, by logging into that account and following the directions to merge our other account number. Still to be seen.
This can be a very lucrative time for phishing. Might be best to stay away from clicking links and typing addresses.
Aug 15, 2018, 8:15 am
#174
Join Date: Jan 2017
Location: St. Louis, MO
Programs: Hyatt. Marriott. AA. National. Avis.
Posts: 155
Just as a data point both my MR and SPG numbers are 9 digits and dates back decades.
Marriott has advised temporary system outages starting today, so that may be what's biting you.
----
This can be a very lucrative time for phishing. Might be best to stay away from clicking links and typing addresses.
Marriott has advised temporary system outages starting today, so that may be what's biting you.
----
This can be a very lucrative time for phishing. Might be best to stay away from clicking links and typing addresses.
Aug 15, 2018, 8:22 am
#175
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,728
I checked and my SPG number is 11 digits. But I then checked my old Westin Premier # (one of the precursors to SPG) and it seems my SPG number is the same. I'm wondering for those with a 9 digit SPG number if you were a member of the old Sheraton program (pre-SPG) or maybe even an earlier member of Westin Premier and maybe they just kept that number as well? And note this could be why a few folks might have had an SPG number that conflicts with an existing MR #. Marriott could have been told that all SPG #s were 11 digits (i.e. no conflicts with MR #) and no one thought that there might be a few SPG members with 9 digits (possibly from a legacy system like the old Sheraton program) until now. And so they have to fix that problem before they merge on the 18th.
Just a thought.
Just a thought.
Aug 15, 2018, 8:53 am
#176
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I checked and my SPG number is 11 digits. But I then checked my old Westin Premier # (one of the precursors to SPG) and it seems my SPG number is the same. I'm wondering for those with a 9 digit SPG number if you were a member of the old Sheraton program (pre-SPG) or maybe even an earlier member of Westin Premier and maybe they just kept that number as well? And note this could be why a few folks might have had an SPG number that conflicts with an existing MR #. Marriott could have been told that all SPG #s were 11 digits (i.e. no conflicts with MR #) and no one thought that there might be a few SPG members with 9 digits (possibly from a legacy system like the old Sheraton program) until now. And so they have to fix that problem before they merge on the 18th.
Just a thought.
Just a thought.
And my 9-digit MR numbers starts with a 0, so is it really 8?
Aug 15, 2018, 8:54 am
#177
Join Date: Feb 2000
Location: Pittsburgh
Programs: Whoever Has the Best Bonus
Posts: 5,184
Yeah, my SPG # is also eleven digits, but I was only a member while there was an SPG program. My Marriott # is 9 digits and I've been a member for over a decade, but do recall people with shorter MR # before.
It seems that MOST Marriott Rewards members have 9 digit numbers -- and the expectation is that those numbers stay. Those people with either conflicting SPG #s or numbers that aren't 9 digits are being migrated.
I am expecting to get an email for my SPG account that I'll have a new Marriott Rewards # for that account .. and then I can choose to combine that with my legacy Marriott account (or take the new number).
Hopefully since many of us are in 'standard' 11 digit SPG and 9 digit Marriott situations it will go OK for the majority of us.. but I think the ones who don't fit that mold might run into problems like the OP. Good luck!
It seems that MOST Marriott Rewards members have 9 digit numbers -- and the expectation is that those numbers stay. Those people with either conflicting SPG #s or numbers that aren't 9 digits are being migrated.
I am expecting to get an email for my SPG account that I'll have a new Marriott Rewards # for that account .. and then I can choose to combine that with my legacy Marriott account (or take the new number).
Hopefully since many of us are in 'standard' 11 digit SPG and 9 digit Marriott situations it will go OK for the majority of us.. but I think the ones who don't fit that mold might run into problems like the OP. Good luck!
Aug 15, 2018, 11:56 am
#180
Join Date: Dec 2009
Location: Nashville, TN
Programs: Marriott Lifetime Titanium.;UA 1.5MM; UA Lifetime Gold (whoppee); DL Plat
Posts: 2,124
I pulled out my original MR stone tablet I got when I joined and it is 9 #'s, two zeroes at front. Think I joined in 80 or 81.......this IT thing is going to be very interesting.....ala UA/CO or AA/US back several years. Make sure that you screen shot everything--I did that this AM just for safety.