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 12, 2020, 3:12 am
#1261
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
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
https://www.flyertalk.com/forum/marr...ebsite-84.html
Lots of people having Marriott IT issues this weekend.
Jan 12, 2020, 3:24 am
#1262
Join Date: Jan 2012
Posts: 42
Cancelled award booking and points have not been recredited too. It is ten hours now. Called CS and though polite they did not help even after many minutes on hold. Been asked just to wait and call back again next week if still missing them. No case number given.
Jan 12, 2020, 4:34 am
#1263
Join Date: Oct 2001
Location: Almaty, Kazakhstan
Programs: UA Gold, Hyatt Discoverist, IHG Platinum, Accor Silver, Choice Privileges Gold
Posts: 2,070
Sounds like post # 1253.
https://www.flyertalk.com/forum/marr...ebsite-84.html
Lots of people having Marriott IT issues this weekend.
https://www.flyertalk.com/forum/marr...ebsite-84.html
Lots of people having Marriott IT issues this weekend.
Jan 12, 2020, 5:07 am
#1264
Join Date: May 2019
Programs: Marriott
Posts: 8
I purchased some points last Wednesday as I was a few thousand short for an upcoming points advance booking (for which I have now received an automated mail stating they are unable to issue the certificate) - still nothing has hit my account and have sent CS 2 emails and a FB messenger communication - no responses from customer service...
Jan 13, 2020, 1:03 am
#1265
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
I purchased some points last Wednesday as I was a few thousand short for an upcoming points advance booking (for which I have now received an automated mail stating they are unable to issue the certificate) - still nothing has hit my account and have sent CS 2 emails and a FB messenger communication - no responses from customer service...
We would like to help look into the purchase points issue. Please provide your Marriott Bonvoy account number along with the purchase information (amount of points, charge amount, order number) to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Jan 13, 2020, 3:11 am
#1266
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,682
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 13, 2020, 8:07 am
#1267
Join Date: Oct 2001
Location: Almaty, Kazakhstan
Programs: UA Gold, Hyatt Discoverist, IHG Platinum, Accor Silver, Choice Privileges Gold
Posts: 2,070
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?
Jan 13, 2020, 8:10 am
#1268
Join Date: Oct 2001
Location: Almaty, Kazakhstan
Programs: UA Gold, Hyatt Discoverist, IHG Platinum, Accor Silver, Choice Privileges Gold
Posts: 2,070
Great! You’ve earned all the points you need.
Deduct your points now for your stay, or we’ll automatically take care of this for you 15 days prior to your arrival.
The points rate for your reservation may increase or decrease until you have deducted the points from your account to cover the reservation.
If you do not have sufficient points to use for a Redemption intended to be paid with points 15 days prior to your reservation, Marriott Bonvoy reserves the right to cancel your reservation. See terms and conditions.
Last edited by thelostshark; Jan 13, 2020 at 8:40 am
Jan 13, 2020, 4:52 pm
#1269
Join Date: Aug 2007
Location: Truth or Consequences, NM
Programs: HH Diamond, Marriott Titanium, Hertz President's Circle, UA Silver, Mobile Passport Unobtanium
Posts: 6,194
Well, I just clicked on the View/Modify button of the reservation and got the following message:
Great! You’ve earned all the points you need.
Deduct your points now for your stay, or we’ll automatically take care of this for you 15 days prior to your arrival.
The points rate for your reservation may increase or decrease until you have deducted the points from your account to cover the reservation.
If you do not have sufficient points to use for a Redemption intended to be paid with points 15 days prior to your reservation, Marriott Bonvoy reserves the right to cancel your reservation. See terms and conditions.
Great! You’ve earned all the points you need.
Deduct your points now for your stay, or we’ll automatically take care of this for you 15 days prior to your arrival.
The points rate for your reservation may increase or decrease until you have deducted the points from your account to cover the reservation.
If you do not have sufficient points to use for a Redemption intended to be paid with points 15 days prior to your reservation, Marriott Bonvoy reserves the right to cancel your reservation. See terms and conditions.
Jan 13, 2020, 7:11 pm
#1270
Join Date: Oct 2001
Location: Almaty, Kazakhstan
Programs: UA Gold, Hyatt Discoverist, IHG Platinum, Accor Silver, Choice Privileges Gold
Posts: 2,070
The same thing happened to me, although I just assumed that it was a pop up blocker or something at my work so figured I’d try it at home. But earlier I’d emailed MB and they deducted the points for me. So I’m set. The whole thing about the points needed for reservation possibly going up made me nervous that I might not have enough points, but all’s well that ends well. tls
Jan 19, 2020, 11:41 pm
#1271
Join Date: May 2016
Location: In btw SJC & SFO
Programs: Marriott Titanium & LTP, Hilton Diamond (Aspire card), Hyatt Globalist, UA Gold (almost free agent)
Posts: 510
Couldn't book due to no credit card info
Couldn't book hotel online or on App because no credit card info. It's absurd as I just booked two days ago and my credit card won't expire until 2024.
I tried to add to my profile and Marriott.com can not show the payment card section due to some bug:
We’re temporarily unable to display the information you requested.Please try again later.
Anyone has the same issue?
I tried to add to my profile and Marriott.com can not show the payment card section due to some bug:
We’re temporarily unable to display the information you requested.Please try again later.Anyone has the same issue?
Jan 20, 2020, 12:02 am
#1272
Join Date: May 2016
Location: In btw SJC & SFO
Programs: Marriott Titanium & LTP, Hilton Diamond (Aspire card), Hyatt Globalist, UA Gold (almost free agent)
Posts: 510
Update: Just booked via App as I have to reenter my card again during booking while couldn't on desktop Marriott.com .
I'm really fed up with so many Bonvoy IT issues!
I'm really fed up with so many Bonvoy IT issues!
Jan 20, 2020, 12:55 am
#1273
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,470
I'm also getting this. I wonder if Marriott is tracking how much lost revenue their IT problems cause for the business.
Jan 20, 2020, 1:01 am
#1274
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
