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, 1:45 pm
#181
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 631
Called Marriott support. Was shocked that I was only on hold for 20 minutes and got someone who was familiar with the problem. He told me that I needed to go to Marriott.com and instead of trying to sign in, I needed to create a new online account. He also told me that I needed to put a zero in front of my new account number for this to work.
Then he told me that the system that creates new online accounts is currently down and he didn't know when it would be up again. So he said "keep trying".
This is not fun. They don't tell me a complete new account number and how to create an account and the IT system is down anyhow. Unbelievable......
Then he told me that the system that creates new online accounts is currently down and he didn't know when it would be up again. So he said "keep trying".
This is not fun. They don't tell me a complete new account number and how to create an account and the IT system is down anyhow. Unbelievable......
Aug 15, 2018, 2:11 pm
#182
Join Date: Jan 2003
Location: DEN
Programs: UA 1P-1MM, Marriott LT Titanium
Posts: 3,930
Then he told me that the system that creates new online accounts is currently down and he didn't know when it would be up again. So he said "keep trying".
This is not fun. They don't tell me a complete new account number and how to create an account and the IT system is down anyhow. Unbelievable......
I do wonder if this is a number-range problem. Like they are putting all the new 9 digit SPG numbers into a specific number-range (say, all starting with 9) and they are reassigning the MR numbers that happen to start with that number. They would need to do that prior to assigning the new SPG numbers. Of course, it could be that there actually is a 9 digit SPG number that is a duplicate of your MR number, but I would expect them to just assign a new SPG number to that person. Why have a special process that leaves some SPG numbers?
Aug 15, 2018, 8:49 pm
#183
Moderator: Alaska Mileage Plan
Join Date: Feb 2005
Posts: 12,302
Aug 15, 2018, 9:16 pm
#185
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,093
I've had MAR account # for donkey years. Same #. 9digits. Unlike dayone I only have 3 zeroes at the beginning 
I have not received an email re: new account. Also, I did my last award booking yest because I knew outages (screw ups) were going to start today).
I have had multiple SPG account #s & would need to pull out the most recent card to get #s , but I think it's more than 9. Some years (during the many past) I stayed enough for high elite status. Other times I went a couple of years between & got new #s . I've given up on trying to track my #s /getting everything combined (nights/stays over the years). I'm LTP w/ MAR so it probably won't matter about the SPG side other than just wanting it all accounted. OTOH I'm having fun remembering different SPG stays from the past where things like snow in a blizzard came into the room from the outer edges of the windows on a high floor at the Westin Michigan Ave/howling winds.
Cheers.
I have not received an email re: new account. Also, I did my last award booking yest because I knew outages (screw ups) were going to start today).I have had multiple SPG account #s & would need to pull out the most recent card to get #s , but I think it's more than 9. Some years (during the many past) I stayed enough for high elite status. Other times I went a couple of years between & got new #s . I've given up on trying to track my #s /getting everything combined (nights/stays over the years). I'm LTP w/ MAR so it probably won't matter about the SPG side other than just wanting it all accounted. OTOH I'm having fun remembering different SPG stays from the past where things like snow in a blizzard came into the room from the outer edges of the windows on a high floor at the Westin Michigan Ave/howling winds.
Cheers.
Aug 16, 2018, 3:40 am
#186
Join Date: Feb 2010
Location: IND
Programs: DL Diamond 4 MM, Marriott Titanium
Posts: 180
Called Marriott support. Was shocked that I was only on hold for 20 minutes and got someone who was familiar with the problem. He told me that I needed to go to Marriott.com and instead of trying to sign in, I needed to create a new online account. He also told me that I needed to put a zero in front of my new account number for this to work.
Then he told me that the system that creates new online accounts is currently down and he didn't know when it would be up again. So he said "keep trying".
This is not fun. They don't tell me a complete new account number and how to create an account and the IT system is down anyhow. Unbelievable......
Then he told me that the system that creates new online accounts is currently down and he didn't know when it would be up again. So he said "keep trying".
This is not fun. They don't tell me a complete new account number and how to create an account and the IT system is down anyhow. Unbelievable......
Aug 16, 2018, 7:15 am
#187
Join Date: Sep 2016
Posts: 282
Missing Reservation from Account
I made a 7 night future point booking at a hotel on August 13th. Obviously, you don't receive an email confirmation until you actually attach the points to the reservation or certificate which is what I wanted to do. However, after making this booking I do not see the reservation in my account at all. I have the pending charge from the hotel of $1.00. My spouse and I have our own accounts, neither of them show the reservation. I don't have a confirmation number and don't know the exact dates since I made this reservation quickly before the merger happens.
I called Marriott and they don't see anything and asked me to call the hotel. I called the hotel and they have nothing which I expected since it really isn't confirmed until I attach the points. I want to cancel this but obviously I can't without the reservation in my account. Any ideas what I can do? I just don't want to get charged for the 1 night since I can't even cancel this reservation!
I called Marriott and they don't see anything and asked me to call the hotel. I called the hotel and they have nothing which I expected since it really isn't confirmed until I attach the points. I want to cancel this but obviously I can't without the reservation in my account. Any ideas what I can do? I just don't want to get charged for the 1 night since I can't even cancel this reservation!
Aug 16, 2018, 9:05 am
#188
Join Date: Apr 2000
Location: Palm Beach/ New England
Programs: AA EXP 3MM, DL GM, Marriott Platinum
Posts: 4,380
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.
I tried to keep my nine-digit Sheraton number, but Starwood wouldn't let me (I don't recall the details beyond this request). I wonder if some members were able to keep their Sheraton number by simply prefixing it with two zeroes in SPG. So I would not be surprised if some people did in fact keep their nine-digit Sheraton number in the newer SPG program. If so, of course there would be duplicates with the Marriott numbers, which are also exactly nine digits.
Aug 16, 2018, 5:54 pm
#189
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 631
I had the same issue. It seemed really weird using "Set up new online account" However, I used the new Rewards number given me in the email you referenced. It the asked for new password and I was was in to my account. All looks fine. My only question now is what happens to my Marriott Visa card assigned to the old number.
I called again today. Got an agent immediately, but she didn't seem that knowledgable, just told me to keep trying. She told me to try at night when less people would be trying to create accounts. Of course last night, the section of the website to even try to login disappeared all night long.
She could clearly see my account. I even had her book a reservation for me. It took her a while. She was asking questions like "how do you spell Shanghai" and "where is Shanghai" that gave me little confidence, but I have the confirmation. Unfortunately it just says "reward stay" and doesn't say how many points. She assured me that it was 80K for 5 nights. I hope this stays as the hotel gets more expensive for awards next week. I did try to look up the reservation by reservation number but the wonderful marriott site found the reservation, gave me the name of the hotel, but no details -- just said "upcoming reservation".
Aug 16, 2018, 6:02 pm
#190
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,738
I cannot find the thread of the new hotel categories - isn't the new point levels effective August 1st? Or now it is August 18th?
I just checked a hotel that should become a 25K/night property after August 1st, but it is still showing 30K/night today.
Yet, on this chart the hotel is showing 25K (and the old level no longer exists - old and new are now the same, for every property on the long list).
Free Night Redemption Rates ? Marriott Members
I just checked a hotel that should become a 25K/night property after August 1st, but it is still showing 30K/night today.
Yet, on this chart the hotel is showing 25K (and the old level no longer exists - old and new are now the same, for every property on the long list).
Free Night Redemption Rates ? Marriott Members
Aug 16, 2018, 9:25 pm
#191
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 631
I cannot find the thread of the new hotel categories - isn't the new point levels effective August 1st? Or now it is August 18th?
I just checked a hotel that should become a 25K/night property after August 1st, but it is still showing 30K/night today.
Yet, on this chart the hotel is showing 25K (and the old level no longer exists - old and new are now the same, for every property on the long list).
Free Night Redemption Rates ? Marriott Members
I just checked a hotel that should become a 25K/night property after August 1st, but it is still showing 30K/night today.
Yet, on this chart the hotel is showing 25K (and the old level no longer exists - old and new are now the same, for every property on the long list).
Free Night Redemption Rates ? Marriott Members
Aug 17, 2018, 4:32 am
#192
Join Date: Feb 2010
Location: IND
Programs: DL Diamond 4 MM, Marriott Titanium
Posts: 180
You're lucky. Everytime I try (like every couple of hours, using multiple browsers, even trying different computers), I get the "system is temporarily unavailable message".
I called again today. Got an agent immediately, but she didn't seem that knowledgable, just told me to keep trying. She told me to try at night when less people would be trying to create accounts. Of course last night, the section of the website to even try to login disappeared all night long.
She could clearly see my account. I even had her book a reservation for me. It took her a while. She was asking questions like "how do you spell Shanghai" and "where is Shanghai" that gave me little confidence, but I have the confirmation. Unfortunately it just says "reward stay" and doesn't say how many points. She assured me that it was 80K for 5 nights. I hope this stays as the hotel gets more expensive for awards next week. I did try to look up the reservation by reservation number but the wonderful marriott site found the reservation, gave me the name of the hotel, but no details -- just said "upcoming reservation".
I called again today. Got an agent immediately, but she didn't seem that knowledgable, just told me to keep trying. She told me to try at night when less people would be trying to create accounts. Of course last night, the section of the website to even try to login disappeared all night long.
She could clearly see my account. I even had her book a reservation for me. It took her a while. She was asking questions like "how do you spell Shanghai" and "where is Shanghai" that gave me little confidence, but I have the confirmation. Unfortunately it just says "reward stay" and doesn't say how many points. She assured me that it was 80K for 5 nights. I hope this stays as the hotel gets more expensive for awards next week. I did try to look up the reservation by reservation number but the wonderful marriott site found the reservation, gave me the name of the hotel, but no details -- just said "upcoming reservation".
Aug 17, 2018, 8:08 am
#194
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,335
There were emails? Communications? New Rewards #?? I've received none of this. And I'm a lifetime Plat in Marriott.
Maybe this is why I can no longer login to Marriott.com using my rewards #?
-RM
Maybe this is why I can no longer login to Marriott.com using my rewards #?
-RM
Aug 17, 2018, 8:29 am
#195
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 was in my MR account earlier with no issues. Just now I see a General Error showing when it's trying to present the page, but I am allowed to see my account detail.
MR accounts should be good to go in the new program (but I can see exceptions happening). SPG has told us new numbers are needed to meet the requirements of the new system. Those numbers are due to be released sometime this weekend. I have been receiving messages from MR and SPG about the upcoming changes and funny enough requests to make sure I have an email address in my profile to get future communications (hello, you just sent me an email).
If you've been reading the stickys about the upcoming changes you should be fairly well versed as to what to expect.
If you've been reading the stickys about the upcoming changes you should be fairly well versed as to what to expect.
