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
Mar 25, 2019, 6:37 am
#901
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
New problem
Website won't accept Amex anymore to make a reservation. I tried 3 different Amex cards. I was told all 3 cards were invalid. 
Used my (non-SPG) Mastercard and the reservation went through.
This started happening yesterday morning. Was hoping it would correct itself, but nope!
Marriott, I am so fed up with your GARBAGE IT. Why don't you spend some money on a decent system instead of wasting it promoting your new Bonfire name and putting the Book of Mormon in hotel rooms.
Used my (non-SPG) Mastercard and the reservation went through.This started happening yesterday morning. Was hoping it would correct itself, but nope!
Marriott, I am so fed up with your GARBAGE IT. Why don't you spend some money on a decent system instead of wasting it promoting your new Bonfire name and putting the Book of Mormon in hotel rooms.
Mar 25, 2019, 6:42 am
#902
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,963
That's been happening for as long as I can remember, even PM. IIRC it means the property has "taken control" of the reservation and you'll need to call them directly. That being said, IIRC you can use the "find reservation" link to look up details.
Mar 25, 2019, 9:24 am
#903
Join Date: Feb 2009
Location: SEA
Programs: UA SP, DL SM MM, AS 75K, SPG Platinum, Hyatt Diamond.
Posts: 2,596
Website won't accept Amex anymore to make a reservation. I tried 3 different Amex cards. I was told all 3 cards were invalid. Used my (non-SPG) Mastercard and the reservation went through.
This started happening yesterday morning. Was hoping it would correct itself, but nope!
Marriott, I am so fed up with your GARBAGE IT. Why don't you spend some money on a decent system instead of wasting it promoting your new Bonfire name and putting the Book of Mormon in hotel rooms.
Used my (non-SPG) Mastercard and the reservation went through.This started happening yesterday morning. Was hoping it would correct itself, but nope!
Marriott, I am so fed up with your GARBAGE IT. Why don't you spend some money on a decent system instead of wasting it promoting your new Bonfire name and putting the Book of Mormon in hotel rooms.
As to it being insane how bad things are running with Marriott on the revenue development (a functional web site people can actually book rooms on) side, it really is astonishing. I've given up and only book Marriott rooms on Expedia now. Maybe if Arne writes a few big checks to Expedia he'll see the value in a functional web site...or more likely he'll block Expedia from booking the properties.
Mar 25, 2019, 10:58 pm
#905
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,618
I believe her point was how quickly Marriott rushed superfluous changes (Bonvoy, BoM, etc.) instead of focusing on what really matters -- allowing people to use your website to do something simple and essential to your business -- to be able to find and book a room. Other features, like being able to see reservations, stays posting, folios e-mailed, and other things that any circa-1990s system could easily handle would be much appreciated.
Mar 26, 2019, 9:49 am
#906
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,182
Its been what, 2 years since the 'new and improved' website was rolled out, and it still functions almost the same, like a pile of garbage.
Everything about the merger and program changes just reek of being purely marketing driven with zero though to functionality or customer service. Meanwhile I bet there are a bunch of junior MBAs patting each other on the back for implementing the program and getting bonuses.
Everything about the merger and program changes just reek of being purely marketing driven with zero though to functionality or customer service. Meanwhile I bet there are a bunch of junior MBAs patting each other on the back for implementing the program and getting bonuses.
Mar 28, 2019, 10:04 am
#907
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
Another IT fail on Marriott.com:
Tried updating a friend's account that lapsed past the deadline to separate email address. He got a message saying they have deleted his email and to use the account number (that they graciously included in the message). Ok, fine, I got logged in and immediately taken to the change password page since it had been so long. Fine, but only problem is the only index into the account requires, wait for it, an EMAIL address! I'm not allowed to enter anything into the field, but it does allow me to enter the existing password and a new password set, no error message that an email is needed.
I realize exhaustive testing is probably not going to happen, but gotta wonder if ANY testing was done?
FYI, they only delete the email from his old SPG account Access to his old MR account was fine.
Tried updating a friend's account that lapsed past the deadline to separate email address. He got a message saying they have deleted his email and to use the account number (that they graciously included in the message). Ok, fine, I got logged in and immediately taken to the change password page since it had been so long. Fine, but only problem is the only index into the account requires, wait for it, an EMAIL address! I'm not allowed to enter anything into the field, but it does allow me to enter the existing password and a new password set, no error message that an email is needed.
I realize exhaustive testing is probably not going to happen, but gotta wonder if ANY testing was done?
FYI, they only delete the email from his old SPG account Access to his old MR account was fine.
Mar 30, 2019, 5:08 pm
#908
was jgoggan
Join Date: Jan 2012
Location: Michigan, USA
Programs: WN 650k+CP; BA 200k; AA 200k; HHonors 450k; IHG 300k Plat; Bonvoy 250k; Rad 225k
Posts: 203
Website is failing for me most of the day today. Cancelled a reservation earlier today that I had booked with a Visa Anniversary Cert and it never showed back up as available. Had to call them and they had to manually recreate it.
Since then, been trying to book something with points on and off for the past couple of hours -- just trying now and then. Keep getting "The website is being stubborn. Please try later" and "An unexpected error has occurred" and "We’re temporarily unable to display the information you requested."
Not cool at all.
Since then, been trying to book something with points on and off for the past couple of hours -- just trying now and then. Keep getting "The website is being stubborn. Please try later" and "An unexpected error has occurred" and "We’re temporarily unable to display the information you requested."
Not cool at all.
Mar 30, 2019, 7:28 pm
#909
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
Another IT fail on Marriott.com:
Tried updating a friend's account that lapsed past the deadline to separate email address. He got a message saying they have deleted his email and to use the account number (that they graciously included in the message). Ok, fine, I got logged in and immediately taken to the change password page since it had been so long. Fine, but only problem is the only index into the account requires, wait for it, an EMAIL address! I'm not allowed to enter anything into the field, but it does allow me to enter the existing password and a new password set, no error message that an email is needed.
I realize exhaustive testing is probably not going to happen, but gotta wonder if ANY testing was done?
FYI, they only delete the email from his old SPG account Access to his old MR account was fine.
Tried updating a friend's account that lapsed past the deadline to separate email address. He got a message saying they have deleted his email and to use the account number (that they graciously included in the message). Ok, fine, I got logged in and immediately taken to the change password page since it had been so long. Fine, but only problem is the only index into the account requires, wait for it, an EMAIL address! I'm not allowed to enter anything into the field, but it does allow me to enter the existing password and a new password set, no error message that an email is needed.
I realize exhaustive testing is probably not going to happen, but gotta wonder if ANY testing was done?
FYI, they only delete the email from his old SPG account Access to his old MR account was fine.
Mar 31, 2019, 12:46 am
#910
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,191
Been trying 45 mins to book a room in HK. Can't do it. Get a symbol that says "servers being stubborn."
Switched to Hyatt. Second time last week switched to Hyatt because of IT issues
Switched to Hyatt. Second time last week switched to Hyatt because of IT issues
Mar 31, 2019, 1:52 am
#911
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
I mean this is getting ridiculous at this point. This company really needs to get its act together. And that is coming from a Lifetime Titanium and Ambassador member. I'm fed up with this.
Mar 31, 2019, 2:39 am
#912
Join Date: Mar 2009
Location: Kingdom of Saudi Arabia
Programs: UA-1k, 1mm, Marriott-LT Platinum, Hertz-Presidents Circle
Posts: 6,355
This is really disappointing as if the NO AMEX cards to use is still the case, then for prepaid reservations you can't get the multiplier for MB stays. Big thumbs down there.
On top of the website not listing email addresses to communicate with your property (even after you have made a reservation), unable to sort by price (yeah how stupid is that?), other issues of using the app vs. website, now the Amex card I hope they are working on this. For a business this is a basic function to make your customers happy and part of your marketing and customer service. FIX your IT already please!
On top of the website not listing email addresses to communicate with your property (even after you have made a reservation), unable to sort by price (yeah how stupid is that?), other issues of using the app vs. website, now the Amex card I hope they are working on this. For a business this is a basic function to make your customers happy and part of your marketing and customer service. FIX your IT already please!
Issues with marriott website
