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 5, 2019, 6:29 am
#1201
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
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, 6:47 am
#1202
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: 18,945
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.
Nov 5, 2019, 7:01 am
#1203
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Nov 5, 2019, 8:35 am
#1204
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
She also sent me the cancellation confirmation with the same format, but this is function is NOT available to customers online. At least I dont see an "email" click at the top, unlike that on top of an activation reservation there are a full line up of functions you can do. Not on a Cancelled one.
Last edited by Happy; Nov 5, 2019 at 8:50 am
Nov 5, 2019, 9:50 am
#1205
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
Did a cancellation on point reservation 20 min ago. Points refunded almost immediately as reflected in the account balance went up by the refunded points. Activity screen of course has not reflected this yet until tomorrow.
However, there is still NO email confirmation coming. Obviously is nothing to do with the email address because the rep could resend emails albeit in different format, to the same email address on file and they arrived within seconds.
The regular confirmation emails delivered from [email protected] address often have problems reach Yahoo email but the [email protected] never has problem. I dont know why. This is very annoying because of the inevitable follow-up needed.
I figure out a way to get a slightly detailed print out on cancellation when no email coming. Use the find reservation function to pull up the canceled reservation, then the screen would show more details, in the case of a point reservation, it will say Rewards Returned to You with the details. Hope this trick help others who may have similar issues.
Forgot to add, on a second call to chase the cancellation confirmation email on a point reservation cancelled this morning, the phone rep said nowadays when the reps resend confirmation, it is from the [email protected] with the plain text format. No more the regular emails from [email protected]. She said the Non Delivery Regular Emails issue has popped up ever so often and there is no telling why some customers are affected while some are not, but she has heard about this issue many times.
However, there is still NO email confirmation coming. Obviously is nothing to do with the email address because the rep could resend emails albeit in different format, to the same email address on file and they arrived within seconds.
The regular confirmation emails delivered from [email protected] address often have problems reach Yahoo email but the [email protected] never has problem. I dont know why. This is very annoying because of the inevitable follow-up needed.
I figure out a way to get a slightly detailed print out on cancellation when no email coming. Use the find reservation function to pull up the canceled reservation, then the screen would show more details, in the case of a point reservation, it will say Rewards Returned to You with the details. Hope this trick help others who may have similar issues.
Forgot to add, on a second call to chase the cancellation confirmation email on a point reservation cancelled this morning, the phone rep said nowadays when the reps resend confirmation, it is from the [email protected] with the plain text format. No more the regular emails from [email protected]. She said the Non Delivery Regular Emails issue has popped up ever so often and there is no telling why some customers are affected while some are not, but she has heard about this issue many times.
Last edited by Happy; Nov 5, 2019 at 10:39 am
Nov 8, 2019, 1:39 pm
#1206
Join Date: May 2010
Location: Earth ... for now
Programs: UA 2MM * Marriott Ambassador LT Titanium * IHG Diamond Ambassador * Hilton Diamond *
Posts: 1,787
Can't make any booking today. I have unsuccessfully tried for the past hour.
Also, the option to select several types of rates does not show very often.
This is added to the issue of SNAs that could not be applied on Prepaid bookings (but available on award bookings) for months, which awkwardly resulted in a change of policy to adapt to the lack of results in the IT dept. that could not get that problem fixed. I don't recall any problem on the use of SNAs on spg.com.
UPDATE: Finally was able to book my stay and to apply a SNA to a reward night.
Also, the option to select several types of rates does not show very often.
This is added to the issue of SNAs that could not be applied on Prepaid bookings (but available on award bookings) for months, which awkwardly resulted in a change of policy to adapt to the lack of results in the IT dept. that could not get that problem fixed. I don't recall any problem on the use of SNAs on spg.com.
UPDATE: Finally was able to book my stay and to apply a SNA to a reward night.
Last edited by UASPG; Nov 8, 2019 at 3:12 pm Reason: UPDATE
Nov 16, 2019, 5:46 pm
#1207
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
Stay posted but the total nights count number does not advanced?
Has anyone had a situation that the Stay has posted, but the Total Nights Count Number does not advance?
I had a one night stay on 11/13 as the last night to reach 50 this year.
There were some issues in applying Marriott gift cards to the folio even though the check out was handled by the GM. (A total of 4 Folios were generated before he got it right.) He said he would give me some extra points without me ever asking about such. We talked about the requalifying needs and about this was the 50th night of the year.
Checked my account last night 11/15, the stay had not posted yet.
Checked again earlier today the stay still had not posted, BUT the property had issued a generous compensation points dated 11/15 yesterday. While this gesture is very kind of him, I really need the night to requalify. That was about 2pm.
A few hours later I checked again, the first thing I noticed was, total points had gone up but the night count remained at 49. That is strange.
Then I noticed the stay showed up, i.e. posted, with its corresponding regular points, elite bonus, and elite welcome points. This entry is not in the account activity earlier
BUT, the night count remains UNCHANGED.
Shouldn't the night count advances to 50 after the stay is posted?
Thinking the desktop version may have a delay than the App version as it seems to be the case all the time, I went to app to take a look.
Well, for the first time, the total points seen from the App is less than from Desktop - The total points in the App do not incl points from this stay but the total points from Desk Top, include points from this stay. (Update - App now also show the correct total points, but I have never seen info thru App is slower than info thru desktop in the past.)
I have stays posting on Saturdays in the past, as recently as in October, from International properties no less. The night count number does advance correspondingly, once the stay shows up in account activity.
I do have screen shots of Activity page in late October after a long trip, and from last week before this stay, both show night count at 49. That should be enough proof on the stagnant night count number after a new stay posted. Trying to explain this to Marriott though, could be an impossible task. Making another mattress run might be easier! (but it incur additional costs!)
How can I get the night back, now the stay is already posted, so there is no such thing of "Missing Stay"?
I had a one night stay on 11/13 as the last night to reach 50 this year.
There were some issues in applying Marriott gift cards to the folio even though the check out was handled by the GM. (A total of 4 Folios were generated before he got it right.) He said he would give me some extra points without me ever asking about such. We talked about the requalifying needs and about this was the 50th night of the year.
Checked my account last night 11/15, the stay had not posted yet.
Checked again earlier today the stay still had not posted, BUT the property had issued a generous compensation points dated 11/15 yesterday. While this gesture is very kind of him, I really need the night to requalify. That was about 2pm.
A few hours later I checked again, the first thing I noticed was, total points had gone up but the night count remained at 49. That is strange.
Then I noticed the stay showed up, i.e. posted, with its corresponding regular points, elite bonus, and elite welcome points. This entry is not in the account activity earlier
BUT, the night count remains UNCHANGED.
Shouldn't the night count advances to 50 after the stay is posted?
Thinking the desktop version may have a delay than the App version as it seems to be the case all the time, I went to app to take a look.
Well, for the first time, the total points seen from the App is less than from Desktop - The total points in the App do not incl points from this stay but the total points from Desk Top, include points from this stay. (Update - App now also show the correct total points, but I have never seen info thru App is slower than info thru desktop in the past.)
I have stays posting on Saturdays in the past, as recently as in October, from International properties no less. The night count number does advance correspondingly, once the stay shows up in account activity.
I do have screen shots of Activity page in late October after a long trip, and from last week before this stay, both show night count at 49. That should be enough proof on the stagnant night count number after a new stay posted. Trying to explain this to Marriott though, could be an impossible task. Making another mattress run might be easier! (but it incur additional costs!)
How can I get the night back, now the stay is already posted, so there is no such thing of "Missing Stay"?
Last edited by Happy; Nov 16, 2019 at 5:52 pm
Nov 16, 2019, 5:56 pm
#1208
Join Date: Oct 2012
Location: Pittsburgh
Programs: AA Executive Platinum, Marriott Ambassador & Lifetime Titanium, Hilton Gold
Posts: 226
Has anyone had a situation that the Stay has posted, but the Total Nights Count Number does not advance?
I had a one night stay on 11/13 as the last night to reach 50 this year.
There were some issues in applying Marriott gift cards to the folio even though the check out was handled by the GM. (A total of 4 Folios were generated before he got it right.) He said he would give me some extra points without me ever asking about such. We talked about the requalifying needs and about this was the 50th night of the year.
Checked my account last night 11/15, the stay had not posted yet.
Checked again earlier today the stay still had not posted, BUT the property had issued a generous compensation points dated 11/15 yesterday. While this gesture is very kind of him, I really need the night to requalify. That was about 2pm.
A few hours later I checked again, the first thing I noticed was, total points had gone up but the night count remained at 49. That is strange.
Then I noticed the stay showed up, i.e. posted, with its corresponding regular points, elite bonus, and elite welcome points. This entry is not in the account activity earlier
BUT, the night count remains UNCHANGED.
Shouldn't the night count advances to 50 after the stay is posted?
Thinking the desktop version may have a delay than the App version as it seems to be the case all the time, I went to app to take a look.
Well, for the first time, the total points seen from the App is less than from Desktop - The total points in the App do not incl points from this stay but the total points from Desk Top, include points from this stay. (Update - App now also show the correct total points, but I have never seen info thru App is slower than info thru desktop in the past.)
I have stays posting on Saturdays in the past, as recently as in October, from International properties no less. The night count number does advance correspondingly, once the stay shows up in account activity.
I do have screen shots of Activity page in late October after a long trip, and from last week before this stay, both show night count at 49. That should be enough proof on the stagnant night count number after a new stay posted. Trying to explain this to Marriott though, could be an impossible task. Making another mattress run might be easier! (but it incur additional costs!)
How can I get the night back, now the stay is already posted, so there is no such thing of "Missing Stay"?
I had a one night stay on 11/13 as the last night to reach 50 this year.
There were some issues in applying Marriott gift cards to the folio even though the check out was handled by the GM. (A total of 4 Folios were generated before he got it right.) He said he would give me some extra points without me ever asking about such. We talked about the requalifying needs and about this was the 50th night of the year.
Checked my account last night 11/15, the stay had not posted yet.
Checked again earlier today the stay still had not posted, BUT the property had issued a generous compensation points dated 11/15 yesterday. While this gesture is very kind of him, I really need the night to requalify. That was about 2pm.
A few hours later I checked again, the first thing I noticed was, total points had gone up but the night count remained at 49. That is strange.
Then I noticed the stay showed up, i.e. posted, with its corresponding regular points, elite bonus, and elite welcome points. This entry is not in the account activity earlier
BUT, the night count remains UNCHANGED.
Shouldn't the night count advances to 50 after the stay is posted?
Thinking the desktop version may have a delay than the App version as it seems to be the case all the time, I went to app to take a look.
Well, for the first time, the total points seen from the App is less than from Desktop - The total points in the App do not incl points from this stay but the total points from Desk Top, include points from this stay. (Update - App now also show the correct total points, but I have never seen info thru App is slower than info thru desktop in the past.)
I have stays posting on Saturdays in the past, as recently as in October, from International properties no less. The night count number does advance correspondingly, once the stay shows up in account activity.
I do have screen shots of Activity page in late October after a long trip, and from last week before this stay, both show night count at 49. That should be enough proof on the stagnant night count number after a new stay posted. Trying to explain this to Marriott though, could be an impossible task. Making another mattress run might be easier! (but it incur additional costs!)
How can I get the night back, now the stay is already posted, so there is no such thing of "Missing Stay"?
Nov 16, 2019, 6:33 pm
#1209
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
Regardless - the primary question is, Stay has posted, but the Total Number of Nights does NOT advance. This is what the desktop shows, i.e. the website.
Anyone has seen this happened before?
My experiences have been, whenever the Stay posted, the Total Number of Nights reflects the posted stay.
In fact I often just look at the Total Number of Nights as a clue to see whether an expected stay has been posted or not.
Nov 16, 2019, 7:38 pm
#1210
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
I went back to count the Pay Nights this year, and sure enough, it is one night short - being the 11/13/19 night that the Stay is posted but the night is not included in the Pay Night count.
Hopefully it is just Marriott IT that the total counting of nights is a separate function, and is delayed due to weekend...
Else I would need to bring the matter to the Lurker's attention with details because the online submission would not work due to the stay itself is indeed posted in the activity, but for unknown reason, not included in the Pay Nights count. Therefore the total number is missing 1 night.
Just when you feel BonVoy site finally stabilizes, here comes a new glitch from the left field... Sigh.
Hopefully it is just Marriott IT that the total counting of nights is a separate function, and is delayed due to weekend...
Else I would need to bring the matter to the Lurker's attention with details because the online submission would not work due to the stay itself is indeed posted in the activity, but for unknown reason, not included in the Pay Nights count. Therefore the total number is missing 1 night.
Just when you feel BonVoy site finally stabilizes, here comes a new glitch from the left field... Sigh.
Nov 16, 2019, 7:46 pm
#1211
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
New glitch on the website.
Stay is posted but the Total Number of Night Count does not advance.
I have started a new thread to ask if anyone has seen such issue.
https://www.flyertalk.com/forum/marr...-advanced.html
My experiences have been, whenever the stay is posted, the number of nights advances accordingly. I have not seen a discrepancy even when the stay is posted on a Saturday, as recently as in October.
Went back to check the YTD Pay Nights, and sure enough, the number of Pay Nights in the Nights details, is missing by 1 night, the night of stay on 11/13, which is posted on 11/16 today in the Activity. Unfortunately the Total Number of Nights remains the same as before.
This is truly disturbing, especially this is a mattress run to bring my total to 50 nights...
Just when I feel BonVoy site has become stabilized, here comes another glitch from the left field, and it is something I must deal with BonVoy to get it fixed... So discouraging.
Stay is posted but the Total Number of Night Count does not advance.
I have started a new thread to ask if anyone has seen such issue.
https://www.flyertalk.com/forum/marr...-advanced.html
My experiences have been, whenever the stay is posted, the number of nights advances accordingly. I have not seen a discrepancy even when the stay is posted on a Saturday, as recently as in October.
Went back to check the YTD Pay Nights, and sure enough, the number of Pay Nights in the Nights details, is missing by 1 night, the night of stay on 11/13, which is posted on 11/16 today in the Activity. Unfortunately the Total Number of Nights remains the same as before.
This is truly disturbing, especially this is a mattress run to bring my total to 50 nights...
Just when I feel BonVoy site has become stabilized, here comes another glitch from the left field, and it is something I must deal with BonVoy to get it fixed... So discouraging.
Nov 18, 2019, 2:01 am
#1212
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
New glitch on the website.
Stay is posted but the Total Number of Night Count does not advance.
I have started a new thread to ask if anyone has seen such issue.
https://www.flyertalk.com/forum/marr...-advanced.html
My experiences have been, whenever the stay is posted, the number of nights advances accordingly. I have not seen a discrepancy even when the stay is posted on a Saturday, as recently as in October.
Went back to check the YTD Pay Nights, and sure enough, the number of Pay Nights in the Nights details, is missing by 1 night, the night of stay on 11/13, which is posted on 11/16 today in the Activity. Unfortunately the Total Number of Nights remains the same as before.
This is truly disturbing, especially this is a mattress run to bring my total to 50 nights...
Just when I feel BonVoy site has become stabilized, here comes another glitch from the left field, and it is something I must deal with BonVoy to get it fixed... So discouraging.
Stay is posted but the Total Number of Night Count does not advance.
I have started a new thread to ask if anyone has seen such issue.
https://www.flyertalk.com/forum/marr...-advanced.html
My experiences have been, whenever the stay is posted, the number of nights advances accordingly. I have not seen a discrepancy even when the stay is posted on a Saturday, as recently as in October.
Went back to check the YTD Pay Nights, and sure enough, the number of Pay Nights in the Nights details, is missing by 1 night, the night of stay on 11/13, which is posted on 11/16 today in the Activity. Unfortunately the Total Number of Nights remains the same as before.
This is truly disturbing, especially this is a mattress run to bring my total to 50 nights...
Just when I feel BonVoy site has become stabilized, here comes another glitch from the left field, and it is something I must deal with BonVoy to get it fixed... So discouraging.
We would like to help look into this if you could provide your Marriott Bonvoy account number to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Nov 18, 2019, 9:16 am
#1213
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: 18,945
New glitch on the website.
Stay is posted but the Total Number of Night Count does not advance.
[...]
Went back to check the YTD Pay Nights, and sure enough, the number of Pay Nights in the Nights details, is missing by 1 night, the night of stay on 11/13, which is posted on 11/16 today in the Activity. Unfortunately the Total Number of Nights remains the same as before.
Stay is posted but the Total Number of Night Count does not advance.
[...]
Went back to check the YTD Pay Nights, and sure enough, the number of Pay Nights in the Nights details, is missing by 1 night, the night of stay on 11/13, which is posted on 11/16 today in the Activity. Unfortunately the Total Number of Nights remains the same as before.
the website Activity tab did list the stay and the points breakdown, but also did not have an increase in the nights earned/detail. Neither refreshing nor logging out and back in again changed anything.This morning however, things are mostly fixed -- the nights counter has properly advanced in both the app (which now also lists the stay) and the website.
The only lingering error is "The date of your last qualifying activity" still says Nov. 4 which was when my CC points posted.
Nov 18, 2019, 10:47 am
#1214
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
Why? Don't we post all IT issues in this thread?
I thought the Marriott IT team monitored this thread. I know, hard to believe. They're still spelling Amsterdam as Amserdam even though I reported it at least 4 months ago.
Nov 18, 2019, 7:38 pm
#1215
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
Because I have the BonVoy AMEX which sees spend all the time so the last activity date is not critical to me. The night to hit the threshold IS.
I thought this thread is more for the website not functioning such as unable to log in or forced you to change password (happened a lot to me for unknown reasons.)
Based on Lurker's post, I now also think Marriott Lurker monitors this thread and then act as a messenger to convey the issues to the IT team which I dont think it does the direct monitoring.