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
Jan 4, 2020, 7:18 am
#1250
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 year of Marriott seems to have started well. We are four days into the year, I've stayed one night in a Marriott and have six elite nights already.
Jan 4, 2020, 7:49 am
#1251
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,202
I just finished a 6 night stay that ended on January 1. Surprise surprise I got credit for 2 nights only and got 1/4 of the points I should be earned.
I called CS and spoke to 2 CS agents who clearly did not understand the issue or were unable to solve. I finally spoke to a 3rd agent.
Kudos to get she fixed immediately the # of nights credited & points. Surprised. Well-done and kudos to her. The best by far of the 50+ CS agents I've had to speak to in past year.
of there were more like her and no tech issues, I'd be back staying at Marriott
I called CS and spoke to 2 CS agents who clearly did not understand the issue or were unable to solve. I finally spoke to a 3rd agent.
Kudos to get she fixed immediately the # of nights credited & points. Surprised. Well-done and kudos to her. The best by far of the 50+ CS agents I've had to speak to in past year.
of there were more like her and no tech issues, I'd be back staying at Marriott
Jan 4, 2020, 7:01 pm
#1252
Join Date: Sep 2013
Location: London
Programs: BA Gold, IHG Platinum, Hilton Gold, Marriott Platinum. Aspiring flyer with both feet on the ground.
Posts: 318
Apologies if this has been raised before, but has anyone noticed the wrong 'Member Since' year attached to their profile post-merger or is it just me? I seem to be shortchanged by about 3 years and I don't know if this is a general issue, or individual one..
Jan 4, 2020, 10:45 pm
#1253
Join Date: Aug 2007
Location: Truth or Consequences, NM
Programs: HH Diamond, Marriott Titanium, Hertz President's Circle, UA Silver, Mobile Passport Unobtanium
Posts: 6,195
I have an award booking for March that I wanted to pay for with available points now since the annual re-valuations tend to occur in the first quarter.
When I click on the link to "deduct points now" I get.....nothing. Looks like a pop-up, starts loading, then stops. Happens on both Safari and Chrome.
Is this a known problem? (I suspect I will just call customer service to complete the action.)
[Edit: Ended up calling to complete the action. Still don't know why online link isn't functional (for me.)]
When I click on the link to "deduct points now" I get.....nothing. Looks like a pop-up, starts loading, then stops. Happens on both Safari and Chrome.
Is this a known problem? (I suspect I will just call customer service to complete the action.)
[Edit: Ended up calling to complete the action. Still don't know why online link isn't functional (for me.)]
Last edited by Diplomatico; Jan 5, 2020 at 4:54 pm
Jan 5, 2020, 4:13 pm
#1254
Join Date: Dec 2012
Location: KANSAS CITY
Programs: DL DM, MARRIOTT AMBASSADOR LIFETIME TITANIUM
Posts: 453
I have the same issue. Called in and they did not know what the issue was. Said it could be 7 to 10 days since not an emergency.
Jan 11, 2020, 5:55 pm
#1255
Join Date: Oct 2001
Location: Almaty, Kazakhstan
Programs: UA Gold, Hyatt Discoverist, IHG Platinum, Accor Silver, Choice Privileges Gold
Posts: 2,070
How to get ecertificate
I just used the Marriott Bonvoy iPad app to make a reservation using points. It’s for 1 night, category 5 and required 35k points. I’ve made reservations using points before with Starwood, but this was the first time with MB.
I thought they they would just deduct 35k points from my account, but that didn’t happen. I still have the exact same number of points in my account. When I look at the reservation on the app it says I need an ecertificate by the time I check in. How do I get one of those? I can’t see how to convert points to an ecertificate. tls
I thought they they would just deduct 35k points from my account, but that didn’t happen. I still have the exact same number of points in my account. When I look at the reservation on the app it says I need an ecertificate by the time I check in. How do I get one of those? I can’t see how to convert points to an ecertificate. tls
Jan 11, 2020, 9:57 pm
#1256
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 977
All My Award Reservations Disappeared
About 3 minutes ago (11:52PM ET) all my award reservations (3 in total including a 5-night stay in Miami next month that I won’t be able to book due to hotel being full), disappeared from Marriott App. I thought my mind was playing trick on me!
I thought of checking the website but it appears to be down.
I can’t seem to login the app anymore.
Coupled with the fact that I’m still waiting for my points from a cancelled award stay.
ohh and the points from my Amex Bonvoy card is taking two months to post.
Sigh. Marriott ITz
I thought of checking the website but it appears to be down.
I can’t seem to login the app anymore.
Coupled with the fact that I’m still waiting for my points from a cancelled award stay.
ohh and the points from my Amex Bonvoy card is taking two months to post.
Sigh. Marriott ITz
Jan 11, 2020, 10:06 pm
#1257
Join Date: Sep 2014
Location: USA/Canada
Programs: UA Premier 1K, AC SE, Delta Platinum Medallion, Marriott Titanium
Posts: 448
I am also having lots of weird things with Marriott occur. Points not posting, stays not showing up, and strange elite status.
Also, your are correct that the site is currently down.
Also, your are correct that the site is currently down.
Jan 11, 2020, 10:18 pm
#1258
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 977
Ok back online and points bookings are there too. Phhewww. Can’t take this IT drama anymore, I’m off to bed!
Jan 11, 2020, 10:24 pm
#1259
Join Date: Aug 2010
Location: California
Programs: American, SWA, United, IHG,Hilton, Hyatt, Marriott
Posts: 1,844
Is the site back up? It’s been crap all day. I canceled a booking this morning and my points never returned. Still hasn’t returned.
Still completely crapped out. Got a big red banner on the app.
Still completely crapped out. Got a big red banner on the app.
Jan 12, 2020, 2:56 am
#1260
Join Date: Mar 2004
Location: California
Programs: Marriott: Titanium, SQ: Gold, UA: Silver, Hilton: Diamond, Wyndham - Diamond, TR - Diamond
Posts: 233
I just used the Marriott Bonvoy iPad app to make a reservation using points. It’s for 1 night, category 5 and required 35k points. I’ve made reservations using points before with Starwood, but this was the first time with MB.
I thought they they would just deduct 35k points from my account, but that didn’t happen. I still have the exact same number of points in my account. When I look at the reservation on the app it says I need an ecertificate by the time I check in. How do I get one of those? I can’t see how to convert points to an ecertificate. tls
I thought they they would just deduct 35k points from my account, but that didn’t happen. I still have the exact same number of points in my account. When I look at the reservation on the app it says I need an ecertificate by the time I check in. How do I get one of those? I can’t see how to convert points to an ecertificate. tls
Is it possible you used a 35k credit card free night accidentally? I think points or CC reservations have said the same on my reservations. Didn't make sense to me either as this "ecertificate" was never to be seen or needed. Must be wording carryover from some system in the past?
Last edited by kalo93406; Jan 12, 2020 at 3:13 pm