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
Dec 17, 2018, 5:30 am
#631
Join Date: Dec 2012
Location: Palm Springs & Buenos Aires
Posts: 125
Reservation disappeared 2 days before arrival
Have a reservation at the Westin unit which was made in June. Despite all the turmoil of the Burger, the reservation continue to stay on my account until today. Anxiously I tried to call Maririott but continued to get a busy signal. Spent 45 minutes with the concierge here at the Prague Marriott who helped reach an appropriate person. No one could find my reservation even though I had reservation number and a sweet night request acceptance from two days prior. Asked for an email to confirm, The reservation agent at the hotel sent a private email. What a hassle nearly an hour wasted of my vacation. Just checked the Marriott website and my reservation still does not appear and when I put the manual number in, nothing is showing
Dec 17, 2018, 5:49 am
#632
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: 11,727
Two options:
1. Call the hotel itself and have them check the status of the reservation. With all the IT turmoil going on, it might still be there just fine. And at the end of the day, you really only care that the hotel sees the reservation.
2. Reach out to one of the Lurkers here on FT and see if they can help you find the reservation and verify if it is still OK or if there is a problem. They are usually quick to respond and check things out for us.
1. Call the hotel itself and have them check the status of the reservation. With all the IT turmoil going on, it might still be there just fine. And at the end of the day, you really only care that the hotel sees the reservation.
2. Reach out to one of the Lurkers here on FT and see if they can help you find the reservation and verify if it is still OK or if there is a problem. They are usually quick to respond and check things out for us.
Dec 17, 2018, 7:04 am
#633
Join Date: Aug 2003
Location: Northern California
Programs: I want to be free! Free!
Posts: 3,455
Are you suggesting that after the new point requirements go into effect, booked but unpaid for award resos will go up to the higher rate? ughhhhhh
Dec 17, 2018, 8:09 am
#634
Join Date: Apr 2017
Location: WAS
Programs: Free Agent
Posts: 1,757
I don't know. Given the general state of IT function, I expect the automated system to order e-certs at the then-current price, and require manual intervention to sort out if a customer is entitled to a legacy price. I'd rather just call now.
Dec 17, 2018, 10:14 am
#635
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,199
Marriott IT is a bad joke. Their CTO should be forced to resign along, and whatever outsourced company that maintains the website and did the merger integration should have their contact canceled.
There is absolutely zero excuse at this point... in fact zero excuse for months for all of the functionality debacles.
There is absolutely zero excuse at this point... in fact zero excuse for months for all of the functionality debacles.
Dec 17, 2018, 11:25 am
#636
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
Marriott IT is a bad joke. Their CTO should be forced to resign along, and whatever outsourced company that maintains the website and did the merger integration should have their contact canceled.
There is absolutely zero excuse at this point... in fact zero excuse for months for all of the functionality debacles.
There is absolutely zero excuse at this point... in fact zero excuse for months for all of the functionality debacles.
Dec 18, 2018, 10:35 am
#637
Join Date: Jun 2013
Location: New England
Programs: WN A&cp, SPGplat
Posts: 89
Need a "what's new normal" check. I haven't been able to see Future Reservations on my SPG account since Aug. (PITA; I'm tracking #s on 8 right now). "Past Reservations" is ok. And I believe "Future" was OK on SO's SPG until she merged. Is this just me? (If so, I'm wondering if having a points reservation at a property that's left Starriott might be cause.) Or is it still widespread? Thanks in advance!
Dec 18, 2018, 10:47 am
#638
Join Date: Oct 2009
Location: South Carolina
Programs: UA LT Gold, American Kettle, Hertz #1 Presidents Circle, Marriott LT Platinum
Posts: 927
With Marriott you could sort hotels by price too, but that went away with the new website Sep 18.
So it was never Marriott vs SPG (on price sort). The thing that SPG had that Marriott didn't was the grid of 4 rates side by side, but both Marriott and SPG were able to sort by price before the new "single program" website debuted.
So it was never Marriott vs SPG (on price sort). The thing that SPG had that Marriott didn't was the grid of 4 rates side by side, but both Marriott and SPG were able to sort by price before the new "single program" website debuted.
Even the airlines let me sort the flights by price.
Dec 18, 2018, 1:11 pm
#639
Join Date: Mar 2002
Location: Dallas, TX
Programs: AA GLD, Marriott PLT, Hilton Diamond
Posts: 2,900
Is anyone having issues with showing statistics related to Lifetime Status?
This morning, I saw a stay I had over the weekend had posted. That took me from 48 nights to 50 nights for the year. My current status changed from Gold to Platinum. Getting Platinum for 2018 should have given me my 10th year as Platinum. My account overview, however, still showed Lifetime Gold. I clicked onto that link do get the lifetime details, and it was showing my updated stats properly. No longer 9 years Platinum, rather 10. And my lifetime nights were up to 604. So, it seems like I should be Lifetime Platinum now. But I wrote it off as some sort of IT "batch process" that needs to run to properly reflect everything.
But now, when I go to my account overview, I can't even see lifetime status at all. It's totally missing. I managed to dig up a URL to get my lifetime status. When I loaded it, it showed my lifetime nights correctly (604). But my years of elite status were ZERO for all status levels/combinations.
Anyone else seeing this? Should I safely assume this is just more Marriott website/IT glitches and things will get sorted out eventually?
This morning, I saw a stay I had over the weekend had posted. That took me from 48 nights to 50 nights for the year. My current status changed from Gold to Platinum. Getting Platinum for 2018 should have given me my 10th year as Platinum. My account overview, however, still showed Lifetime Gold. I clicked onto that link do get the lifetime details, and it was showing my updated stats properly. No longer 9 years Platinum, rather 10. And my lifetime nights were up to 604. So, it seems like I should be Lifetime Platinum now. But I wrote it off as some sort of IT "batch process" that needs to run to properly reflect everything.
But now, when I go to my account overview, I can't even see lifetime status at all. It's totally missing. I managed to dig up a URL to get my lifetime status. When I loaded it, it showed my lifetime nights correctly (604). But my years of elite status were ZERO for all status levels/combinations.
Anyone else seeing this? Should I safely assume this is just more Marriott website/IT glitches and things will get sorted out eventually?
Dec 18, 2018, 6:49 pm
#640
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
Impossible to search for Victoria, BC, Canada
Website insists that you want to stay in Victoria, TX! I've tried Chrome, MS Edge and Safari.
Dec 18, 2018, 10:28 pm
#641
Join Date: May 2001
Location: San Francisco/Bangkok
Programs: Alaska 75K United 1K
Posts: 1,409
Unexpected error seems to be the new nightly protocol on the marriott website after 9pm
whether its checking existing reservations or booking them through i get this error so much
anyone else having this issue?
whether its checking existing reservations or booking them through i get this error so much
anyone else having this issue?
Dec 21, 2018, 7:20 am
#642
Join Date: Jun 2007
Location: gggrrrovvveee (ORD)
Programs: UA Pt, Marriott Ti, Hertz PC
Posts: 6,091
Website is nigh unusable.
Booked a reward stay successfully a few days ago, stay is next week. Trying to update dates on the website.
Sometimes, it let's me get all the way through the confirmation screen, but when I hit confirm, I get the "unexpected error" screen and can see that the request didn't go through. This is as far as I've gotten, three times in about 10 attempts.
Sometimes, it let's me change the dates and see the room options, but times out when trying to get to the confirmation screen.
Other times, it doesn't even show any room change options as available. I know the date change availability is there b/c I've checked it signed in and signed out.
I guess it's time to call in to make the change. I've found that email customer service isn't great, either, as they can't seem to make a simple change to my rewards number which was somehow truncated when transmitted from my corporate travel agency.
Booked a reward stay successfully a few days ago, stay is next week. Trying to update dates on the website.
Sometimes, it let's me get all the way through the confirmation screen, but when I hit confirm, I get the "unexpected error" screen and can see that the request didn't go through. This is as far as I've gotten, three times in about 10 attempts.
Sometimes, it let's me change the dates and see the room options, but times out when trying to get to the confirmation screen.
Other times, it doesn't even show any room change options as available. I know the date change availability is there b/c I've checked it signed in and signed out.
I guess it's time to call in to make the change. I've found that email customer service isn't great, either, as they can't seem to make a simple change to my rewards number which was somehow truncated when transmitted from my corporate travel agency.
Dec 23, 2018, 11:57 am
#643
Join Date: Jun 2011
Location: PHL
Posts: 656
Anyone else unable to see points reservations in the spg app? I’ve been trying to compare paid/points prices for a few upcoming trips and I can’t see any award availability for any hotel in any city on any date. I’ve noticed it for a few days now.
Dec 23, 2018, 11:59 am
#644
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
Same. Website works, but points search doesn’t work on the app.