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
Nov 22, 2023, 8:54 pm
#1846
Join Date: Jun 2009
Location: SAN
Programs: DL DM / 2MM - Marriott Ambassador
Posts: 1,524
Why does Marriott.com suck so bad?
I spend 150 nights a year in Marriott's and I book all my stays on the website. So I am constantly on there searching. I'd say at least 10% of the time I just get an error that the information is not available "at this time" and another 10% of the time it just hangs on a search. A good 20% of the time it won't let me log in to the site or says I don't exist. So roughly half my searches end in failure. Thats a LOT of wasted time.
It can't just be me, can it? Its been this way for at least the last few years.
How can they operate like this?
It can't just be me, can it? Its been this way for at least the last few years.
How can they operate like this?
Nov 22, 2023, 9:48 pm
#1847
Ambassador: World of Hyatt
Join Date: Apr 2000
Location: San Diego,CA
Posts: 10,093
It’s a great question but the problems are far worse than you describe
imo Marriott as a company never recovered internally after the Starwood Merger
they simply bit off far more than they could chew
everything is worse
website
Amex credit card earnings
upgrades
customer service @ Marriott call centers
breakfast Benefit
award redemption cost /value
and the list goes on
imo Marriott as a company never recovered internally after the Starwood Merger
they simply bit off far more than they could chew
everything is worse
website
Amex credit card earnings
upgrades
customer service @ Marriott call centers
breakfast Benefit
award redemption cost /value
and the list goes on
Nov 22, 2023, 10:24 pm
#1848
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,713
But I also agree with 777 global mile hound , Starwood ruined the well-oiled machine that Marriott used to be. When Marriott tried to absorb a company that was all about style over substance, unfortunately the Starwood culture took over. Marriott has not yet recovered.
Nov 23, 2023, 4:07 am
#1849
Join Date: Feb 2020
Posts: 1
Marriott is not going to recover either. It is more than just "biting off more than they could chew". If that was the reason for their decline they wouldn't be constantly harping on about growth, growth, growth. Yes, they're now too big to offer a contolled, quality product. Yes, the Starwood merger was a turning point. But you have to look deeper into a toxic corporate environment which has sharply altered course. Today's Marriott business model centres solely around short term profit and growth; hospitality and service have been ditched. Guests are a product to be sold to hotel owners. Brand management, due diligence and other important regulatory principles have been scrapped. Spin rules. The comments on this post simply highlight the tip of the iceberg. How to fight back? Move to other brands. Many are...
Nov 23, 2023, 5:16 am
#1850
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
Marriott is not going to recover either. It is more than just "biting off more than they could chew". If that was the reason for their decline they wouldn't be constantly harping on about growth, growth, growth. Yes, they're now too big to offer a contolled, quality product. Yes, the Starwood merger was a turning point. But you have to look deeper into a toxic corporate environment which has sharply altered course. Today's Marriott business model centres solely around short term profit and growth; hospitality and service have been ditched. Guests are a product to be sold to hotel owners. Brand management, due diligence and other important regulatory principles have been scrapped. Spin rules. The comments on this post simply highlight the tip of the iceberg. How to fight back? Move to other brands. Many are...
Couldn’t agree more. Marriott has totally lost it. I mean, what are we at now? 32 or 33 brands and still growing is absurd. Blaming Starwood is equally absurd. Marriott was 4X as big as Starwood. CEO has made it clear who their real customers are (hotel owners).
Their IT is pitiful and can’t cope with their magnitude. Yet they keep throwing kindling into the Bonfire that they’ve become.
Nov 23, 2023, 6:06 am
#1851
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
Yeah blaming a superior customer-oriented company like Starwood for the failings of its tone-deaf mega-owner is one of the more stupid arguments I’ve seen lately.
It’s simple - Marriott is now “too big to fail” and thus doesn’t really need to worry about the small stuff (like a good customer experience).
It’s simple - Marriott is now “too big to fail” and thus doesn’t really need to worry about the small stuff (like a good customer experience).
Nov 23, 2023, 6:12 am
#1852
Join Date: Jun 2003
Posts: 1,954
I've given up on Marriott this year. In the past, I would have made an effort to get to 50 nights, even though I am already Lifetime Platinum. This year, I have a total of 24 nights. Two nights were paid nights at airport hotels for a layover, two nights were booked with points into a suite because I wanted to burn down my points, and the remaining 20 nights were credited to my account as promotional nights.
Instead, I have switched more of my stays to Hyatt (at least +15 nights on top of the annual 60 nights I would already be doing), and also to Shangri-La (+50 nights; they have a good footprint in the Asian cities which I frequent). Both chains have treated me well, and I couldn't be happier.
Instead, I have switched more of my stays to Hyatt (at least +15 nights on top of the annual 60 nights I would already be doing), and also to Shangri-La (+50 nights; they have a good footprint in the Asian cities which I frequent). Both chains have treated me well, and I couldn't be happier.
Nov 23, 2023, 6:12 am
#1853
Join Date: Feb 2020
Location: USA
Programs: MB Ambassador, WOH Globalist, HH Diamond (Aspire), AA Gold, UA (*G) Gold
Posts: 5,197
Eh, I think Marriott might have better IT than FlyerTalk ;-)
In all seriousness, I really don't think the experience is that bad, but I primarily use the app for almost all use cases, except for changing points reservations. Paid reservations are far easier to change with same rate/same room type than the competitors that force a cancel and rebook or a rate/room type change. I like Marriott for that.
In all seriousness, I really don't think the experience is that bad, but I primarily use the app for almost all use cases, except for changing points reservations. Paid reservations are far easier to change with same rate/same room type than the competitors that force a cancel and rebook or a rate/room type change. I like Marriott for that.
Nov 23, 2023, 9:53 am
#1854
FlyerTalk Evangelist
Join Date: Aug 2017
Programs: AS 75K, DL Silver, UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Platinum + LT Gold
Posts: 10,517
Well, I'd say you answered your own question. What is their motivation to change?
But I also agree with 777 global mile hound , Starwood ruined the well-oiled machine that Marriott used to be. When Marriott tried to absorb a company that was all about style over substance, unfortunately the Starwood culture took over. Marriott has not yet recovered.
But I also agree with 777 global mile hound , Starwood ruined the well-oiled machine that Marriott used to be. When Marriott tried to absorb a company that was all about style over substance, unfortunately the Starwood culture took over. Marriott has not yet recovered.
I came over from Starwood, and enjoyed nothing but the best experience. Marriott? Meh, including the slow website and user interface experience. Tit for a number of years, now just bag my Plat each a year and nothing more.
More on IT front, other hotel apps do so much better on mobile key. Marriott is so far behind, even if a property is supposedly supported.
Nov 23, 2023, 12:11 pm
#1855
Join Date: Jun 2019
Location: NYC/DC
Programs: AA,SPG, Delta, Amtrak, JB
Posts: 877
It’s a great question but the problems are far worse than you describe
imo Marriott as a company never recovered internally after the Starwood Merger
they simply bit off far more than they could chew
everything is worse
website
Amex credit card earnings
upgrades
customer service @ Marriott call centers
breakfast Benefit
award redemption cost /value
and the list goes on
imo Marriott as a company never recovered internally after the Starwood Merger
they simply bit off far more than they could chew
everything is worse
website
Amex credit card earnings
upgrades
customer service @ Marriott call centers
breakfast Benefit
award redemption cost /value
and the list goes on
Last edited by AJNEDC; Nov 23, 2023 at 4:48 pm
Nov 23, 2023, 12:24 pm
#1856
Join Date: Jun 2019
Location: NYC/DC
Programs: AA,SPG, Delta, Amtrak, JB
Posts: 877
Well, I'd say you answered your own question. What is their motivation to change?
But I also agree with 777 global mile hound , Starwood ruined the well-oiled machine that Marriott used to be. When Marriott tried to absorb a company that was all about style over substance, unfortunately the Starwood culture took over. Marriott has not yet recovered.
But I also agree with 777 global mile hound , Starwood ruined the well-oiled machine that Marriott used to be. When Marriott tried to absorb a company that was all about style over substance, unfortunately the Starwood culture took over. Marriott has not yet recovered.
My last stay at a Ritz property, every towel was threadbare. I do not use such in my home and such worn-out towels don't align with my expectation of quality from the Ritz and especially not at the rates they charge. So I gathered the threadbare towels and brought them to the attention of the representatives in the lounge. They were shocked, apologized profusely; gave me several hundred points; a fruit basket and a free 1 hour full body massage. I declined the bottle of wine as I don’t drink. They recovered nicely - but it should never have come to that.
Nov 23, 2023, 3:48 pm
#1857
Join Date: May 2018
Location: Tokyo
Programs: Bonvoy LT Titanium ANA Diamond
Posts: 763
Well, I'd say you answered your own question. What is their motivation to change?
But I also agree with 777 global mile hound , Starwood ruined the well-oiled machine that Marriott used to be. When Marriott tried to absorb a company that was all about style over substance, unfortunately the Starwood culture took over. Marriott has not yet recovered.
But I also agree with 777 global mile hound , Starwood ruined the well-oiled machine that Marriott used to be. When Marriott tried to absorb a company that was all about style over substance, unfortunately the Starwood culture took over. Marriott has not yet recovered.
What rubbish ! SPG was an excellent program with great benefits and good hotels, the only changes that Marriott brought in were negative, only more hotels
that I dont want to stay at ! I think 99% of my stays are with ex SPG properties.
Nov 23, 2023, 4:21 pm
#1858
Moderator, Argentina and FlyerTalk Evangelist
Join Date: Aug 2000
Location: MIA / EZE
Programs: Lord of Malbec & all Wines Argentine. AA EXP / Marriott Lifetime Silver / Hertz Presidents Circle
Posts: 35,681
Amen !!! Starwood was an amazing program and its hotels, especially in Asia and Europe were always amazing and Platinums were treated like royalty. I can only wish that Marriott Bonvoy would be more like the old SPG Program...... and on a side note, I think Im jumping ship to Hyatt (sigh)
Nov 23, 2023, 4:46 pm
#1859
FlyerTalk Evangelist
Join Date: Aug 2017
Programs: AS 75K, DL Silver, UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Platinum + LT Gold
Posts: 10,517
To drive the point home, even as SPG was getting integrated into Marriott (in 2018), this was waiting for me at a 4P property, Four Points (!) Not pictured is a personalized SPG branded card from the hotel management.
Nov 23, 2023, 7:08 pm
#1860
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,202
It is just so bad: yesterday I tried to book the new St. Regis Riyadh. If I put one person in, the hotel would show up in search. If I out two people in, it wouldn't show up.
After getting my reservation cancelled NYE in Israel a few years ago because too many people showed up in room (wife, son and I), I learned my lesson. Quadruple check.
So I had to call from China to the US to book because I couldn't find a China number.
The time waste and cost of calling internationally...
How does Marriot exist and people book?
Same day, I booked 6 nights at Park Hyatt Jeddah on Hyatt app. 20 seconds. Then emailed my concierge to apply a TSU. Another 3 minutes.
15 minutes later got an Exec Suite confirmed for 6 nights.
I don't know how Marriott can allow thism
After getting my reservation cancelled NYE in Israel a few years ago because too many people showed up in room (wife, son and I), I learned my lesson. Quadruple check.
So I had to call from China to the US to book because I couldn't find a China number.
The time waste and cost of calling internationally...
How does Marriot exist and people book?
Same day, I booked 6 nights at Park Hyatt Jeddah on Hyatt app. 20 seconds. Then emailed my concierge to apply a TSU. Another 3 minutes.
15 minutes later got an Exec Suite confirmed for 6 nights.
I don't know how Marriott can allow thism