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
Oct 16, 2019, 8:56 pm
#1186
Join Date: Aug 2012
Location: Canada
Programs: Marriott LTPP
Posts: 568
Okay. I was finally able to log in. You will need to call Marriott customer care. Try 1-800-456-0489. Ask them to send you the password reset. I tried filling out the password reset on my own but it would not submit. When they sent me the password reset, it allowed me to submit. Then, when I was able to reset and open my account, I had to go into preferences and "view passwords" and clean up all the past passwords that I had stored and it worked.
Oct 27, 2019, 6:26 pm
#1187
Join Date: Jan 2005
Location: San Diego US and Brisbane AU
Programs: AA EXP/2MM - DL PM - OZ Diamond - Bonvoy LTT - Hyatt Glob - IHG Plat - National EE - Sixt Platinum
Posts: 1,315
I have encountered same exact issue more than once. 
The only difference is that I called property direct, after second cancellation, and I was not charged for no-shows. I saved my cancellation emails from two different dates but with same cancellation number.
Also reported by other FTers.
Zombie Reservation-Keeps Coming Back from the Dead
https://www.flyertalk.com/forum/marr...servation.html
The only difference is that I called property direct, after second cancellation, and I was not charged for no-shows. I saved my cancellation emails from two different dates but with same cancellation number.Also reported by other FTers.
Zombie Reservation-Keeps Coming Back from the Dead
https://www.flyertalk.com/forum/marr...servation.html
Unfortunately this has also happened to me twice this month. I believe MR system occasionally fails to correctly report the cancellation to the properties’ internal reservation systems. The reservation is cancelled in Marriott’s central system and on the user’s end but remains active in the property’s system. When the property starts room assignment for the upcoming (cancelled) stay, the reservation is again uploaded into the central reservation roster. Because the same reservation is now showing up as cancelled and active at the same time, the system solves this conflicting information by deleting the cancellation transaction from the database. Hence, the reservation will suddenly reappear on the app and site 1 or 2 days before check-in. On the property end the reservation has never been cancelled, so they have no idea a cancellation did indeed occur and will proceed with billing according to their standard procedures. This is a huge bummer. Had it not been my ambassador sorting both these cases within a couple of hours of my noticing them, I would have had a really hard time getting this fixed.
Oct 28, 2019, 1:15 am
#1189
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,202
It is just constant. Tried to book on points buy 4 get one free. Availability was shown on APP and website. But when I clicked book it wouldn't work. Called agent in US (again, I don't live in the US but that is the only # that pops up on my app). She couldn't figure out what to do after putting me on hold for 20+ minutes. She said she called property and they said all of December had no points availability... ... when APP showed availability.
Best was she was able to book 3 nights on points for me and told me to keep trying for the remaining 2 nights in points. She said I could book I should call back and they could merge the reservations so that I could get 1 night free. I was able to book the 2 nights. Called back to the US!! This agent said nothing could be done to merge and that I'd have to wait for property to try to fix by a certain deadline. I waited for deadline and still had not gotten word. Called US again!!! This agent was able to merge the reservations. Got my 1 night free. All good.
Total time? About 2 hours dealing with agents on phone and APP clicking. Frustrating. Blew 430,000 points for this booking. Not sure when I will stay with Marriott again on cash. The last agent who fixed everything said the systems are an absolute mess. I was told I'd get compensation. I usually don't care but now I want it... of course nothing has come through.
I only sucked it up and book this time as the point redemption rates great. 70,000 points for what would be $1000 USD rooms. But Marriott, you are losing me.
Best was she was able to book 3 nights on points for me and told me to keep trying for the remaining 2 nights in points. She said I could book I should call back and they could merge the reservations so that I could get 1 night free. I was able to book the 2 nights. Called back to the US!! This agent said nothing could be done to merge and that I'd have to wait for property to try to fix by a certain deadline. I waited for deadline and still had not gotten word. Called US again!!! This agent was able to merge the reservations. Got my 1 night free. All good.
Total time? About 2 hours dealing with agents on phone and APP clicking. Frustrating. Blew 430,000 points for this booking. Not sure when I will stay with Marriott again on cash. The last agent who fixed everything said the systems are an absolute mess. I was told I'd get compensation. I usually don't care but now I want it... of course nothing has come through.
I only sucked it up and book this time as the point redemption rates great. 70,000 points for what would be $1000 USD rooms. But Marriott, you are losing me.
Oct 29, 2019, 5:51 am
#1190
Join Date: Oct 2007
Location: Frozen in Carbonite
Programs: UA Aluminum 0.6MM, Bonvoy Life Sentence, Hyatt Eliteist, AA Super Plutonium
Posts: 2,878
Today now marks 5 days straight where I cannot see my account activity. Points and nights are posting, but there is no way for me to validate if the correct number of points are posting.
My app will show detailed activity through 10/24, but will not refresh. The website shows nothing at all - just an error saying “come back later”.
Anyone else having this problem currently?
My app will show detailed activity through 10/24, but will not refresh. The website shows nothing at all - just an error saying “come back later”.
Anyone else having this problem currently?
Oct 29, 2019, 7:19 am
#1191
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
Today now marks 5 days straight where I cannot see my account activity. Points and nights are posting, but there is no way for me to validate if the correct number of points are posting.
My app will show detailed activity through 10/24, but will not refresh. The website shows nothing at all - just an error saying “come back later”.
Anyone else having this problem currently?
My app will show detailed activity through 10/24, but will not refresh. The website shows nothing at all - just an error saying “come back later”.
Anyone else having this problem currently?
Oct 29, 2019, 4:59 pm
#1194
Join Date: Oct 2019
Posts: 31
Current stay keeps getting shorter???
I’m really confused about this one.
im currently in 11 day stay. Started the 24th a couple days ago I noticed it changed to 10 days saying it started the 25th then yesterday it changed to say it started the 27th to an 8 day. It says this both on the app and the website. The final price is the same but my length of stay keeps getting shorter...
im currently in 11 day stay. Started the 24th a couple days ago I noticed it changed to 10 days saying it started the 25th then yesterday it changed to say it started the 27th to an 8 day. It says this both on the app and the website. The final price is the same but my length of stay keeps getting shorter...
Oct 29, 2019, 9:16 pm
#1195
Join Date: Oct 2007
Location: Frozen in Carbonite
Programs: UA Aluminum 0.6MM, Bonvoy Life Sentence, Hyatt Eliteist, AA Super Plutonium
Posts: 2,878
I’m really confused about this one.
im currently in 11 day stay. Started the 24th a couple days ago I noticed it changed to 10 days saying it started the 25th then yesterday it changed to say it started the 27th to an 8 day. It says this both on the app and the website. The final price is the same but my length of stay keeps getting shorter...
im currently in 11 day stay. Started the 24th a couple days ago I noticed it changed to 10 days saying it started the 25th then yesterday it changed to say it started the 27th to an 8 day. It says this both on the app and the website. The final price is the same but my length of stay keeps getting shorter...
Nov 4, 2019, 9:42 pm
#1198
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,767
Have done a few cancellation and new bookings today. Anything done after 2pm has not received any confirmation email, both the cancellations and new bookings. This is truly annoying when the emails not coming, especially on cancellation in light of reported cases when cancelled reservations were charged as no show by hotels, then you need the cancellation email to prove the reservation is canceled long before arrival date.
If the confirmation emails still a no show by tomorrow morning, I would need to call.
If the confirmation emails still a no show by tomorrow morning, I would need to call.
Nov 5, 2019, 4:49 am
#1199
Join Date: Jan 2016
Posts: 905
Using the APP, unable to see points required for bookings ( it only brings up lowest rate), log out, clear cache...same problem.
FFS, Marriott...this is pathetic and borders on the moronic; it’s like some kind of Mickey Mouse show they’re running rather than the biggest hospitality company in the world. I thought Hyatt used to be bad but nothing like this level of ineptitude.
FFS, Marriott...this is pathetic and borders on the moronic; it’s like some kind of Mickey Mouse show they’re running rather than the biggest hospitality company in the world. I thought Hyatt used to be bad but nothing like this level of ineptitude.