Unable to search for rates for both the website and App.:(

Anyone else having issues reporting missing stay on the app or online? I have tried several times over the past couple of weeks to report a missing stay but both the app and website are non responsive when hitting submit.

We stayed at Sthala Ubud hotel in Bali 3/4 - 3/9, then moved to Le Meridien Jimbaran (Bali) for 3/9 - 3/10.

So yesterday morning (3/10) while in LM Jimbaran, I checked my account, and found a booking of Sthala Ubud for 3/7 - 3/9. I was surprised and was thinking could I have made that reservation but forgot to cancel??

Even though 3/10 is one day passed the end date of that reservation, Marriott system still showed the "View/Modify" and "Cancel" buttons. I clicked on the cancel button, it said that I'll be charged penalty and showed the rates for the two days that I'll still be charged. The problem is it showed each night of about 1,500,000 IDR, so the total should be about 3,000,000 if I was to be charged 2 days of penalty. But the total was not 3,000,000 but 7,500,000 as if I was charged 5 days. It was certainly wrong that the numbers did not add up correctly. (I should've taken a screen shot).

I was horrified of what I might be charged for that booking. I provided the booking number (yes I double checked the number, and showed my wife), and asked Le Meridien front desk to call Sthala for me, to make sure I won't be charged for this booking. Fortunately LM came back to say they checked with Sthala and there is no such booking. I won't be charged.

This is terrible, showing a booking, that doesn't even calculate the total charges correctly, and scared me.

Someone started a new thread here.

https://www.flyertalk.com/forum/marr...l#post36022756

See posts #2 and 3 for suggestions. Unfortunately, OP in that thread never replied back.

thanks for the suggestion.

the hotel I stayed at (JW Marriott Kuala Lumpur) isn't in their drop down menu of hotels yet I booked through the Marriott app and it seems it wouldn't accept the form if I typed in the hotel name...

You luckily got a knowledgeable hotel associate. This means they pushed the reservation back out to MARSHA (the central system) manually, which is not something that is widely trained. This is the only solution to this specific problem, so that's great to see.

Email your account details and folio to [email protected]

You can bypass the form. All the form does is generate an email that goes to that email address.

I was OP... my bad. Never got the website to accept the report of missing stay, but I was able to email them a copy of my folio at [email protected] and they credited my account.

I referred a few people to Marriott, and they were assigned a number. I even sent one to my work email to test. Stupidly it doesn't ask you to sign up for an online account with password at that time, only gives you a member ID to activate

When trying to activate online account, it gives the error message No profile exists for Customer Id

I have confirmed that I have the same problem, no combination of name entry, country and postal code with or without spaces works, keep getting the same error

Its sorely apparent that the geniuses who designed the current/newer web UIs never actually used or understand the workflow to perform various actions, like searching for rates, booking, signing up, making modifications etc.

rylan : The problem is that the marketing department is driving the ship, not businessmen, nor anyone with road-dog experience.

What a mess... the website just keeps getting worse with more white space/poor usability to the UI and even more errors. More often than not I get errors when trying to search for hotels and rates.

Slow to load, poor UI, errors... all leads to a bad User Experience.

Marriott and IHG are having a contest to see who can have the worst website performance and the most errors. So far they are neck and neck. I can hear the fan in my laptop spin up to max. speed when using either of their websites. They must have a very inefficient backend consuming lots of system resource. Unbelievable that it has been going on this way for months. End of rant....

--Jon

OK, here's a new one (or at least new for me). I'm trying to book a hotel in NYC this weekend and every hotel says rate unavailable on the website. The app is the same but doesn't even show a list of hotels. Just a blanket message saying no availability.

Same, getting rate unavailable, or alternately "we're temporarily unable to display the information requested" or something like that, for varied searches in SF Bay Area and Buenos Aires, so doesn't seem like it's a geographical thing...

EDIT: just did a successful search, so maybe it's fixed?

Its not necessarily fixed... that is just 'normal' condition - frequent database errors, no search results, errors when trying to book etc is the 'new normal' for this website.