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 24, 2020, 9:10 pm
#1292
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
MG says you need 8 nights to qualify for Gold status. I’ll keep track for you if you’d like.
Jan 25, 2020, 8:23 am
#1293
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Yes and they won't until they lose enough bookings to notice a decrease in revenue. "noise around the edges"
Jan 25, 2020, 8:37 am
#1294
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 977
Call the hotel to book based on the rate you saw. I have a trip in April and have directly contacted the GM of each hotel, and once we agreed to the rate, they just booked them on the backend with my Marriott # and it showed up in my reservation. Simple. Any front desk or reservation desk can do it.
Jan 25, 2020, 8:58 am
#1295
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Call the hotel to book based on the rate you saw. I have a trip in April and have directly contacted the GM of each hotel, and once we agreed to the rate, they just booked them on the backend with my Marriott # and it showed up in my reservation. Simple. Any front desk or reservation desk can do it.
Jan 25, 2020, 9:32 am
#1296
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 977
I proposed a practical solution. I would not waste my time with an incompetent IT system. Fact is Marriott has ...... IT. Fact is I won’t waste my time dealing with the ...... IT
Jan 26, 2020, 7:03 am
#1297
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Jan 27, 2020, 2:27 pm
#1300
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: 18,942
I recently got an email invitation to check-in, a few hours after checking *out* (and 20 minutes after the "final folio" email) prompting a brief panic of "crap did I duplicate-book the wrong day?" look at the app, search of emails etc before concluding, nope, just Bonv-Oy!
Jan 27, 2020, 3:21 pm
#1301
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,575
My recent email exchange with Marriott.
ME: *missing stay request*
MARRIOTT: We posted your stay, go away.
ME: It's not showing in my account; nothing is posted at all and it's been 15 days. Here are copies of my folios for two rooms, a regular rate booked through your mobile app.
MARRIOTT: I just manually posted it, go away.
ME: You just posted two 0 point entries. I'm supposed to earn 10,022 points. (I included some big-brain math showing how I came up with 10,022.)
MARRIOTT: I can only find one of your folios, so I'm posting that. Send me the other folio and I'll post that too. Thank you for being a Platinum member, and go away. <They post 9,255 points, which is way more than I earned for one room but less than two rooms. And I'm Titanium but who's counting...)
So I'm going to send them the 2nd folio. Their math must come from a bigger brain than mine, and if I actually end up with a few more points than I would have gotten if their software worked, I figure they kinda owe it to me.
How does the biggest hotel company on the planet have such trash IT?
ME: *missing stay request*
MARRIOTT: We posted your stay, go away.
ME: It's not showing in my account; nothing is posted at all and it's been 15 days. Here are copies of my folios for two rooms, a regular rate booked through your mobile app.
MARRIOTT: I just manually posted it, go away.
ME: You just posted two 0 point entries. I'm supposed to earn 10,022 points. (I included some big-brain math showing how I came up with 10,022.)
MARRIOTT: I can only find one of your folios, so I'm posting that. Send me the other folio and I'll post that too. Thank you for being a Platinum member, and go away. <They post 9,255 points, which is way more than I earned for one room but less than two rooms. And I'm Titanium but who's counting...)
So I'm going to send them the 2nd folio. Their math must come from a bigger brain than mine, and if I actually end up with a few more points than I would have gotten if their software worked, I figure they kinda owe it to me.
How does the biggest hotel company on the planet have such trash IT?
Jan 27, 2020, 5:20 pm
#1302
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
My recent email exchange with Marriott.
ME: *missing stay request*
MARRIOTT: We posted your stay, go away.
ME: It's not showing in my account; nothing is posted at all and it's been 15 days. Here are copies of my folios for two rooms, a regular rate booked through your mobile app.
MARRIOTT: I just manually posted it, go away.
ME: You just posted two 0 point entries. I'm supposed to earn 10,022 points. (I included some big-brain math showing how I came up with 10,022.)
MARRIOTT: I can only find one of your folios, so I'm posting that. Send me the other folio and I'll post that too. Thank you for being a Platinum member, and go away. <They post 9,255 points, which is way more than I earned for one room but less than two rooms. And I'm Titanium but who's counting...)
So I'm going to send them the 2nd folio. Their math must come from a bigger brain than mine, and if I actually end up with a few more points than I would have gotten if their software worked, I figure they kinda owe it to me.
How does the biggest hotel company on the planet have such trash IT?
ME: *missing stay request*
MARRIOTT: We posted your stay, go away.
ME: It's not showing in my account; nothing is posted at all and it's been 15 days. Here are copies of my folios for two rooms, a regular rate booked through your mobile app.
MARRIOTT: I just manually posted it, go away.
ME: You just posted two 0 point entries. I'm supposed to earn 10,022 points. (I included some big-brain math showing how I came up with 10,022.)
MARRIOTT: I can only find one of your folios, so I'm posting that. Send me the other folio and I'll post that too. Thank you for being a Platinum member, and go away. <They post 9,255 points, which is way more than I earned for one room but less than two rooms. And I'm Titanium but who's counting...)
So I'm going to send them the 2nd folio. Their math must come from a bigger brain than mine, and if I actually end up with a few more points than I would have gotten if their software worked, I figure they kinda owe it to me.
How does the biggest hotel company on the planet have such trash IT?
Jan 28, 2020, 11:53 am
#1303
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,763
Has anyone had issues of not receiving confirmation emails on New reservation / Modification on existing reservation / Cancellation of reservation recently?
I have intermittent issues on not receiving confirmation emails last year though since Oct things seem to return to normal.
Unfortunately starting Jan 25 when I made the first reservation in 2020 - a point booking at Ren St. Petersburg Russia - I have not received any confirmation email on original confirmed booking, modification of room type, AND the cancellation of the booking. I had a booking at SOTP Sydney that we would not be going to Australia in light of recent wildfires, the cancellation made this morning also does not have a confirmation email.
The ONLY thing that tells me the cancellations went thru OK is the point balance reflects the cancellations, i.e. points are returned, balance goes up. On the App the Oct redemption on SOTP disappeared, so as the Ren's made on Sat. On website, none of those has shown yet, probably till tomorrow. Bal shown on App and on website do reflect the cancellations,
Still, I want to have an email to confirm a reservation is made / a modification is successful / and a cancellation is completed, especially in light of the recent issues people have experienced with cancellations "resurrected" from the dead and customers have to find evidence to prove the cancellation is made before the deadline in order to fight off the charge on their guarantee credit cards...
When will we ever have a functional IT system from BonVoy? I am starting to think if we should just use up our points and move on.
I have intermittent issues on not receiving confirmation emails last year though since Oct things seem to return to normal.
Unfortunately starting Jan 25 when I made the first reservation in 2020 - a point booking at Ren St. Petersburg Russia - I have not received any confirmation email on original confirmed booking, modification of room type, AND the cancellation of the booking. I had a booking at SOTP Sydney that we would not be going to Australia in light of recent wildfires, the cancellation made this morning also does not have a confirmation email.
The ONLY thing that tells me the cancellations went thru OK is the point balance reflects the cancellations, i.e. points are returned, balance goes up. On the App the Oct redemption on SOTP disappeared, so as the Ren's made on Sat. On website, none of those has shown yet, probably till tomorrow. Bal shown on App and on website do reflect the cancellations,
Still, I want to have an email to confirm a reservation is made / a modification is successful / and a cancellation is completed, especially in light of the recent issues people have experienced with cancellations "resurrected" from the dead and customers have to find evidence to prove the cancellation is made before the deadline in order to fight off the charge on their guarantee credit cards...
When will we ever have a functional IT system from BonVoy? I am starting to think if we should just use up our points and move on.