Oct 2, 2018, 4:41 pm
Last edit by: SanDiego1K
This is a known issue for anyone who retained their Marriott number that begins with 0 (zero). Marriott is working on the problem. No date has been given for it to be solved.
Unable to Book SPG Hotels From Marriott Site
Sep 15, 2018, 11:58 am
#32
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,043
I just checked, hoping I was no longer an outlier. Sadly, I still am. On attempting to book a Starwood property online, I got the same message as before:
We're unable to locate this Starwood Preferred Guest® account, or you have entered an invalid SPG number. Please re-enter or remove your SPG number, check that the last name you have entered below matches the name on the account, or contact us for assistance.
On the good news front, I successfully booked a Starwood property on my phone. Assuming I can repeat that success, it's a step forward.
I have a merged account.
We're unable to locate this Starwood Preferred Guest® account, or you have entered an invalid SPG number. Please re-enter or remove your SPG number, check that the last name you have entered below matches the name on the account, or contact us for assistance.
On the good news front, I successfully booked a Starwood property on my phone. Assuming I can repeat that success, it's a step forward.
I have a merged account.
I suppose I should call before award space is gone. But I have better things to do than wait on hold for hours...
Sep 15, 2018, 12:28 pm
#33
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,760
In this case it debunked my theory about the newly created Marriott (old SPG) accounts have issues when the system thinks their SPG numbers are not valid.
But you kept the Marriott account and still have the same issue. Can't think up another possible cause.
I am really scared to combine my accounts now.
But you kept the Marriott account and still have the same issue. Can't think up another possible cause.
I am really scared to combine my accounts now.
Sep 15, 2018, 12:33 pm
#34
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,760
Have you tried either Private Browsing in Firefox or Incognito in Chrome?
I had issues unable to log in either accounts 10 or more days ago but using Incognito worked. A few days later things went back to normal.
Both my Marriott and SPG accounts use the same email address but different passwords (thank goodness for that!) with only one extra digit on the Marriott password. System seems to be able to differentiate it. If I used Marriott credential, even if I started on SPG site, it would give me Marriott information, and vice versa. The "logo" is just a layer on the screen, does not really mean anything but at first I was totally thrown off when I saw completely different info than expected.
I had issues unable to log in either accounts 10 or more days ago but using Incognito worked. A few days later things went back to normal.
Both my Marriott and SPG accounts use the same email address but different passwords (thank goodness for that!) with only one extra digit on the Marriott password. System seems to be able to differentiate it. If I used Marriott credential, even if I started on SPG site, it would give me Marriott information, and vice versa. The "logo" is just a layer on the screen, does not really mean anything but at first I was totally thrown off when I saw completely different info than expected.
Sep 15, 2018, 3:49 pm
#35
Join Date: Apr 2017
Location: WAS
Programs: Free Agent
Posts: 1,757
Unfortunately I want to book an ex-SPG hotel using points in my Marriott account and get the same error as others. I've tried using the App work-around but I get the message that the award stay would be completely non-refundable, whereas the SPG website has the standard 24-hours in advance cancellation policy. It is a ski resort property so I would rather book via the web and screenshot the cancellation policy!
I suppose I should call before award space is gone. But I have better things to do than wait on hold for hours...
I suppose I should call before award space is gone. But I have better things to do than wait on hold for hours...
Sep 28, 2018, 12:12 pm
#36
Join Date: Feb 2012
Location: GVA
Programs: BA Silver (OW Sapphire), A3 Gold (*G), Bonvoy LTTE, HHonors Diamond, LeClubAccor Silver, UA Silver
Posts: 1,778
I'm having the same issue, which I was able to circumvent by booking through the app.
Still, very poor from Marriott and doesn't really entice me to come back from my current Hilton exile.
Still, very poor from Marriott and doesn't really entice me to come back from my current Hilton exile.
Sep 29, 2018, 7:43 am
#41
Join Date: Sep 2006
Location: QDF
Programs: AA EXP (2MM), Marriott Tit
Posts: 1,036
It makes one wonder if they did any testing at all.
Sep 29, 2018, 9:22 am
#42
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,038
in December? Good riddance. I am not looking forward to seeing the next financial results from Marriott given how freaking difficult they make it to book their properties.
Sep 30, 2018, 3:33 pm
#43
Join Date: Jun 2000
Location: Groveland, FL, USA
Programs: Starriot Platinum, DL PM, HHonors Diamond, Hyatt Explorist
Posts: 1,041
I haven't combined accounts yet. I was planning to merge my new account from SPG into my old Marriott account, but the old Marriott account starts with a zero. Should I merge the old Marriott account into the new account converted from SPG instead?
Sep 30, 2018, 4:33 pm
#44
Join Date: Dec 2007
Location: Canada
Posts: 1,511
When I merge I think I will use my SPG account. I have made/cancelled reservations on that account and it always seem to be a step ahead compared to my MAR account. SPG is posting accurately when I make a booking or cancel with quick turnaround for points going back into my account. As for MAR it is a constant waiting game!
Oct 2, 2018, 1:01 pm
#45
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
Now when I attempt to make an award booking for a Starwood property, I get the following notice:
We're unable to locate this Starwood Preferred Guest® account, or you have entered an invalid SPG number. Please re-enter or remove your SPG number, check that the last name you have entered below matches the name on the account, or contact us for assistance.
We're unable to locate this Starwood Preferred Guest® account, or you have entered an invalid SPG number. Please re-enter or remove your SPG number, check that the last name you have entered below matches the name on the account, or contact us for assistance.
Called Marriott today and was transferred, I assume, to someone on the SPG side. The lowest rate he could see on their reservations system was 119 euros. He went to the web and was able to see the 87 euro rate there, but not the 83 euro rate as he was not logged in as a Marriott/SPG member.
I'll give it a few more days and see if anything changes, but suspect I'll have to pay the 87 euro rate if I want to stay here, assuming the android app will let me complete that booking.