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
Feb 3, 2019, 3:15 pm
#752
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
My "online check-in" emails keep being a bit random. Today's correctly had me down as an Ambassador, but it misses You24 (which actually the hotel "doesn't do" now) and the "request a 4pm check-out" seems a bit uninspiring for a guaranteed 4pm check-out benefit. Is everyone else getting the same set?
Feb 4, 2019, 10:32 am
#753
Join Date: Oct 2002
Location: LAS
Programs: PA FT, TW Gold, NW/CO PE, VK Eagleflyer
Posts: 7,173
Dear Marriott,
I have a very big item for your website. With SPG we had the email address of each property listed in the general information of each property. This was used by me many times. Unfortunately this is absent for Marriott and almost hidden to where there is no way for me to actually find out the email address without calling the property! Amazing in todays day and age that even the confirmation email you recieve after booking at a property is just a system generated no reply email and still doesn't contain a way to communicate with the property.
I'm a lifetime platinum and wanted to state this for the 2nd time as I didn't receive a response to this last time, but please fix this egregious oversight. This is almost funny, like a temporary state for a while with IT fixes an issue. However, it is clear this is NOT part of the Marriott online system and your customers are paying a price in irritation and inconvenience. Please fix this.
Also having the online chat feature is sorely missed with SPG and again absent on Marriott. Pretty basic features if you ask me and I am one of your most loyal customers now that you have merged.
Regards,
Jeff
Having successfully demolished SPG, McMarriott is now the largest hotel chain in the world.
If our crap IT and indifferent Customer Service are displeasing to you, kindly go pound sand.
Love and Kisses,
Arne
Feb 5, 2019, 4:07 pm
#754
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,008
I went to book some rooms for college football season this fall - Parent's weekend is always the weekend of a home game, and hotel demand gets high, but the game isn't announced for a few months.
So I booked the first room - before confirming I needed to check a box that I understood the cancellation was 30 days in advance. OK - that's fair for high demand, and they make sure (as much as they can) that you know this before confirming.
Then I booked the next game - no checkbox, about to click, when I happen to notice "cancellations after Feb. 6 will result in forfeit....".
So a 7+month cancellation policy, 1 day after booking, and while they needed to confirm you saw the 30 day cancel policy, this one could just slide by,
I tried both cash and points - same thing on both. Oddly, an Advance Rate, non-cancellable rate was available much cheaper. So do I want $250/night that I can't cancel after tomorrow or $195/night that I can't cancel after tomorrow?
I don't know whether it's a horrible new policy or a website glitch. I suspect the latter, but it doesn't really matter - all of my reservations are now with Hilton with 2-4 day cancellation.
And checking the "Book with points" box got me points rates half the time and cash rates the other. But when I clicked on "book now" for a cash rate, it brought me to the points booking anyway.
Business is just leaking away.
So I booked the first room - before confirming I needed to check a box that I understood the cancellation was 30 days in advance. OK - that's fair for high demand, and they make sure (as much as they can) that you know this before confirming.
Then I booked the next game - no checkbox, about to click, when I happen to notice "cancellations after Feb. 6 will result in forfeit....".
So a 7+month cancellation policy, 1 day after booking, and while they needed to confirm you saw the 30 day cancel policy, this one could just slide by,
I tried both cash and points - same thing on both. Oddly, an Advance Rate, non-cancellable rate was available much cheaper. So do I want $250/night that I can't cancel after tomorrow or $195/night that I can't cancel after tomorrow?
I don't know whether it's a horrible new policy or a website glitch. I suspect the latter, but it doesn't really matter - all of my reservations are now with Hilton with 2-4 day cancellation.
And checking the "Book with points" box got me points rates half the time and cash rates the other. But when I clicked on "book now" for a cash rate, it brought me to the points booking anyway.
Business is just leaking away.
Feb 5, 2019, 5:48 pm
#755
Join Date: Nov 2017
Programs: AA EXP, Marriott Bonvoy titanium
Posts: 537
Account not showing stays or spend
On either the website or the app my account is not showing the correct number of nights or $ spend to date.
Called marriott and they said probably IT issue and they could see correct numbers.
Anyone else having this this issue and how worried should I be?
Called marriott and they said probably IT issue and they could see correct numbers.
Anyone else having this this issue and how worried should I be?
Feb 6, 2019, 12:51 pm
#756
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
On a positive note (and yes, I know I'm breaking the unspoken travel hacker code of talking about an exploit), I've seen where Pre-paid, non-refundable rooms have a better cancellation policy than regular ones when you get close-in.
Feb 6, 2019, 1:09 pm
#757
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
Here's another one for you. I made 2 reservations today. In both cases, it was showing my credit card number on file, but when I clicked BOOK, the card was no longer there and I had to re-enter the information. (This has happened before, but I would just start over and the card number was there. Today, even when I started over, the card number disappeared during the booking process.)
Feb 8, 2019, 10:12 am
#758
Join Date: Mar 2001
Location: DFW/PHL
Programs: US CP, UA *G; SPG Plat, Hilton Gold; Natl Exec, Hertz PC
Posts: 623
Here's another one for you. I made 2 reservations today. In both cases, it was showing my credit card number on file, but when I clicked BOOK, the card was no longer there and I had to re-enter the information. (This has happened before, but I would just start over and the card number was there. Today, even when I started over, the card number disappeared during the booking process.)
Is there a thread on their app? It constantly complained about a connection problem after an update yesterday, and I had to uninstall and reinstall it before it started working again. Marriott really needs to overhaul this seriously incompetent IT department.
Feb 8, 2019, 10:15 am
#759
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
https://www.flyertalk.com/forum/marr...-thread-2.html
Feb 10, 2019, 9:50 pm
#760
Join Date: Dec 2011
Location: Singapore
Programs: SPG Plat, HH Gold, CX DM, A3 Gold
Posts: 49
Submitted an online request to remove this reservation from my account, but almost a month later, no action has been taken. Quite tempted to cancel the reservation, but it may ruin someone else’s trip to Paris in 2 weeks
I can see a total stranger's hotel reservation in "My Trips" - I can see her name, email address, and some credit card details. I appear to be able to amend her stay or even cancel it - not that I would, of course. The larger concern, for me personally, is that my own reservation could be viewed by someone else. I had one such missing reservation recently.
Feb 10, 2019, 9:57 pm
#761
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
When you open the reservation on the website, under Guest Information does it show your Member Number under the email address?
Feb 11, 2019, 5:50 am
#763
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 thought so. Following my earlier post about the benefits in the confirmation emails being different, I just got this one which didn't list me as an Ambassador, but did correctly call out the Ambassador Your24 benefit. Random.
Feb 13, 2019, 12:08 pm
#764
Join Date: Nov 2006
Location: Tulsa, OK
Programs: HHonors Diamond, SPG Gold
Posts: 306
Grr, Website is mostly working for me now, but there is a persistent issue with My Account Overview. All other sections of my account work.
Under My Account
Profile www.marriott.com/loyalty/myAccount/profile.mi
Promotions www.marriott.com/loyalty/promotionCentral.mi
Favorites http://www.marriott.com/loyalty/myAc...savedHotels.mi
My Trips www.marriott.com/loyalty/findReservationList.mi
Activity www.marriott.com/loyalty/myAccount/activity.mi
Overview www.marriott.com/error.mi
I'll manually type in the url if I have to. I've tried a number of variations with Overview in the address.None have worked.
Anyone know what the address should be?
Under My Account
Profile www.marriott.com/loyalty/myAccount/profile.mi
Promotions www.marriott.com/loyalty/promotionCentral.mi
Favorites http://www.marriott.com/loyalty/myAc...savedHotels.mi
My Trips www.marriott.com/loyalty/findReservationList.mi
Activity www.marriott.com/loyalty/myAccount/activity.mi
Overview www.marriott.com/error.mi
I'll manually type in the url if I have to. I've tried a number of variations with Overview in the address.None have worked.
Anyone know what the address should be?
Feb 13, 2019, 12:53 pm
#765
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
Grr, Website is mostly working for me now, but there is a persistent issue with My Account Overview. All other sections of my account work.
Under My Account
Profile www.marriott.com/loyalty/myAccount/profile.mi
Promotions www.marriott.com/loyalty/promotionCentral.mi
Favorites http://www.marriott.com/loyalty/myAc...savedHotels.mi
My Trips www.marriott.com/loyalty/findReservationList.mi
Activity www.marriott.com/loyalty/myAccount/activity.mi
Overview www.marriott.com/error.mi
I'll manually type in the url if I have to. I've tried a number of variations with Overview in the address.None have worked.
Anyone know what the address should be?
Under My Account
Profile www.marriott.com/loyalty/myAccount/profile.mi
Promotions www.marriott.com/loyalty/promotionCentral.mi
Favorites http://www.marriott.com/loyalty/myAc...savedHotels.mi
My Trips www.marriott.com/loyalty/findReservationList.mi
Activity www.marriott.com/loyalty/myAccount/activity.mi
Overview www.marriott.com/error.mi
I'll manually type in the url if I have to. I've tried a number of variations with Overview in the address.None have worked.
Anyone know what the address should be?
https://www.marriott.com/loyalty/myAccount/default.mi