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 29, 2018, 12:02 pm
#571
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 574
Caught up with what's happening. Annoying when they push changes out, without any prior notice or message on social media. Would hate to be next in line at the Front desk and stay details fail to load.
They were migrating their database, my guess is merging Starwood booking numbers -> Marriott's numbers.
My Upcoming Stays are back now with new confirmation numbers.
People who lack the the Sign-in button on the menu should clear Website Data for marriott.com.
They were migrating their database, my guess is merging Starwood booking numbers -> Marriott's numbers.
My Upcoming Stays are back now with new confirmation numbers.
People who lack the the Sign-in button on the menu should clear Website Data for marriott.com.
Nov 29, 2018, 12:08 pm
#572
FlyerTalk Evangelist
Join Date: Mar 2013
Programs: DL PM, MR Titanium/LTP, Hilton Diamond
Posts: 10,130
Still no sign in button for me (tried multiple browsers and clearing data). What a joke -- would like to check-in for my next stay tomorrow night on the app (which of course isn't working either) so I can put in the feather-free room request (since they tend to ignore it in my profile unless I send the property a message via the app).
Why they couldn't do this over a long weekend with advance warning is beyond me. What a poorly managed merger and company.
Why they couldn't do this over a long weekend with advance warning is beyond me. What a poorly managed merger and company.
Nov 29, 2018, 12:16 pm
#574
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,252
Caught up with what's happening. Annoying when they push changes out, without any prior notice or message on social media. Would hate to be next in line at the Front desk and stay details fail to load.
They were migrating their database, my guess is merging Starwood booking numbers -> Marriott's numbers.
My Upcoming Stays are back now with new confirmation numbers.
People who lack the the Sign-in button on the menu should clear Website Data for marriott.com.
They were migrating their database, my guess is merging Starwood booking numbers -> Marriott's numbers.
My Upcoming Stays are back now with new confirmation numbers.
People who lack the the Sign-in button on the menu should clear Website Data for marriott.com.
I tried clearing the website data/cache and used multiple browsers, but the Sign In button is still missing. What I did find to work is accessing the URL of the sign in page at https://www.marriott.com/signInOverlay.mi . Then revert back to marriott.com in the same browser and it recognizes the session as signed in.
Nov 29, 2018, 12:46 pm
#575
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 574
I found out when I transferred points from Starwood to Marriott last year, points were reflected instantly on the app (using LTE) but Web took 20 mins. Since cache is stored on ISP, local CDN, clearing your computer's local cache won't help.
If you're tech-savvy and still following, changing your DNS may speed things up.
Nov 30, 2018, 4:42 am
#576
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,618
Le Méridien, Westin and W have now migrated to the Marriott platform; my existing LM/Westin reservations now have new confirmation numbers and searches on the website come up in the Marriott format.
Say goodbye to the original Starwood format - brand by brand, we're dwindling!
khabah
Say goodbye to the original Starwood format - brand by brand, we're dwindling!
khabah
So, I was surprised when I found out I'd not been upgraded (but not overly concerned, as the regular rooms are good). I asked about the lounge access as a Platinum Premier, and the check-in agent looked confused. She called over her manager and he pulled up past stays, and immediately sorted out an upgrade.
He explained that due to a system upgrade that day, they could not see the status of guests, so as far as they knew, I didn't have any status.
Worst 2 minutes of my life
Nov 30, 2018, 4:57 am
#577
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
I can only imagine the cold sweat you would get at the shivers of being stuck with the rifraff in the LM main building. Didn't your driver take you straight to the Royal Club desk?
Nov 30, 2018, 5:09 am
#578
Join Date: Sep 2006
Location: Cumbria
Programs: BA, Marriott, Hertz, Dennis The Menace Fan Club
Posts: 2,015
Well, I think this explains yesterday's outage: https://www.bbc.com/news/technology-46401890
That is a serious breach.
That is a serious breach.
Nov 30, 2018, 9:29 am
#579
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,345
Ah, that would explain a slight issue I had checking in at the Le Meridien Dubai on the 28th. I stay here quite regularly , and always get upgraded to the Royal Club wing.
So, I was surprised when I found out I'd not been upgraded (but not overly concerned, as the regular rooms are good). I asked about the lounge access as a Platinum Premier, and the check-in agent looked confused. She called over her manager and he pulled up past stays, and immediately sorted out an upgrade.
He explained that due to a system upgrade that day, they could not see the status of guests, so as far as they knew, I didn't have any status.
Worst 2 minutes of my life
So, I was surprised when I found out I'd not been upgraded (but not overly concerned, as the regular rooms are good). I asked about the lounge access as a Platinum Premier, and the check-in agent looked confused. She called over her manager and he pulled up past stays, and immediately sorted out an upgrade.
He explained that due to a system upgrade that day, they could not see the status of guests, so as far as they knew, I didn't have any status.
Worst 2 minutes of my life
-RM
Nov 30, 2018, 9:44 am
#580
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,202
I suggest sending a letter to the Marriott corporate office detailing your various (horrible) experiences with the website and other issues...
Shannon Patterson
Senior Vice President, Customer Engagement Centers
10400 Fernwood Rd.
Bethesda, MD 20817
(301) 380-2821
Shannon Patterson
Senior Vice President, Customer Engagement Centers
10400 Fernwood Rd.
Bethesda, MD 20817
(301) 380-2821
Dec 4, 2018, 10:19 pm
#581
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,933
YYZGS - Sheraton Gateway YYZ
Have an upcoming reservation for 1 night which I made a few weeks ago.
RATE TITLE: "Member Rate Advance Purchase, see Rate details"
RATE DETAILS: "We will need a credit card number to reserve your room. You may cancel your reservation for no charge until December 1, 2018 (2 day[s] before arrival)."
Note that this rate is listed under the "Prepay and Save" tab. There is also a corresponding non-member rate under the same tab that has quite a different text: "We will need a credit card prepayment to reserve your room. Please note that your prepayment for this special rate is non-refundable."
I noticed that the rate has lowered since I booked.
I'm now wondering if I can actually cancel my "Member Rate Advance Purchase" reservation without penalty. What takes precedence when there is conflicting information, the "advance purchase" rate title or the "cancel for no charge" rate details?
FWIW, YYZGS didn't charge my card yet.
Have an upcoming reservation for 1 night which I made a few weeks ago.
RATE TITLE: "Member Rate Advance Purchase, see Rate details"
RATE DETAILS: "We will need a credit card number to reserve your room. You may cancel your reservation for no charge until December 1, 2018 (2 day[s] before arrival)."
Note that this rate is listed under the "Prepay and Save" tab. There is also a corresponding non-member rate under the same tab that has quite a different text: "We will need a credit card prepayment to reserve your room. Please note that your prepayment for this special rate is non-refundable."
I noticed that the rate has lowered since I booked.
I'm now wondering if I can actually cancel my "Member Rate Advance Purchase" reservation without penalty. What takes precedence when there is conflicting information, the "advance purchase" rate title or the "cancel for no charge" rate details?
FWIW, YYZGS didn't charge my card yet.
Only if you click Rate Details, or select the rate for booking, then you find out it is prepay in full, cancel only within 24 hours of booking. If you breeze through checkout without paying attention (you shouldn't, but...) you could easily miss this. Caveat emptor.
Dec 5, 2018, 5:10 am
#582
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
YYZGS - Sheraton Gateway YYZ
Have an upcoming reservation for 1 night which I made a few weeks ago.
RATE TITLE: "Member Rate Advance Purchase, see Rate details"
RATE DETAILS: "We will need a credit card number to reserve your room. You may cancel your reservation for no charge until December 1, 2018 (2 day[s] before arrival)."
Note that this rate is listed under the "Prepay and Save" tab. There is also a corresponding non-member rate under the same tab that has quite a different text: "We will need a credit card prepayment to reserve your room. Please note that your prepayment for this special rate is non-refundable."
I noticed that the rate has lowered since I booked.
I'm now wondering if I can actually cancel my "Member Rate Advance Purchase" reservation without penalty. What takes precedence when there is conflicting information, the "advance purchase" rate title or the "cancel for no charge" rate details?
FWIW, YYZGS didn't charge my card yet.
Have an upcoming reservation for 1 night which I made a few weeks ago.
RATE TITLE: "Member Rate Advance Purchase, see Rate details"
RATE DETAILS: "We will need a credit card number to reserve your room. You may cancel your reservation for no charge until December 1, 2018 (2 day[s] before arrival)."
Note that this rate is listed under the "Prepay and Save" tab. There is also a corresponding non-member rate under the same tab that has quite a different text: "We will need a credit card prepayment to reserve your room. Please note that your prepayment for this special rate is non-refundable."
I noticed that the rate has lowered since I booked.
I'm now wondering if I can actually cancel my "Member Rate Advance Purchase" reservation without penalty. What takes precedence when there is conflicting information, the "advance purchase" rate title or the "cancel for no charge" rate details?
FWIW, YYZGS didn't charge my card yet.
Dec 5, 2018, 1:55 pm
#583
Join Date: Jul 2012
Posts: 1,115
So were you able to cancel this reservation? FYI, I submitted a BRG for a hotel with the same issue. I wanted a flexible rate, so I chose the lowest rate under the STANDARD RATES tab. BRG agent denied the claim because there was a lower FLEXIBLE rate under the PREPAY AND SAVE tab.
I had a quick word with the front desk agent and he said the text in the cancellation policy is the only thing that matters, not the title or how it is classified. Seems they have been misclassifying a lot of ex-SPG fares as "prepaid" or vice-versa. Obviously, I had the good scenario (advertised prepaid rate treated as flexible rate), I can imagine those in the bad scenario (advertised flexible rate treated as prepaid rate) are not going to be happy.
Dec 5, 2018, 11:54 pm
#584
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
Website has been down now for over 2 hours. Can't sign in on my pc laptop. Haven't tried my android phone but honestly this is beyond ridiculous. Marriott should be ashamed of itself.
Maybe they WANT to lose customers!