Cannot cancel a reservation
 

Yesterday I was trying to book a hotel (the W in Suzhou) and the Marriott website was very slow. Somehow, it issues two reservations; one is the one which I intended (and to which I applied a SNA) and the other which I do not need. However, I cannot access the "unwanted" reservation from the app nor from the website. In fact, I cannot log into the website at all (not even from private browsing), while I can log into the app but cannot open the reservation.
On the website I get: Our apologies – sign-in is temporarily not available. We’re working to resolve this. Please try again later.
On the app I get: The service is temporarily unavailable, please try again later.

I tried to email the hotel but they did not answer. The reservation is for Friday (it's a flexible rate, can be cancelled for free until Thursday). Any idea on what I could try?

Thanks!

You cant call Marriott or the hotel from your country??

Dear alesfo,

We suggest you to call our toll free number listed here https://www.marriott.com/help/global...ion-numbers.mi and our representative would be happy to check the reservation details for you.

Please feel free to contact us if we can be of any assistance.

Best Regards,

Abbey L
Specialist, Social Media Care
Marriott International

Well, I contacted the hotel, who proceeded to cancel a different reservation (which I did not want to cancel) and did not cancel the one which should be cancelled. In the meantime, I cannot log into my account.

There's no perfect way to describe the relationship between Marriott and their hotels but I think the best way to describe Marriott as a booking agent. A hotel is sent the bookings made for their hotel, and they can modify some information which is pushed back to the Marriott system. The Marriott customer service team on the other hand have direct access to the Marriott booking system, and they can manage bookings across all hotels, and diagnose account issues. So, in this case, there is most likely an issue with your account or bookings in the context of the Marriott booking system which is also present in the booking information Marriott have sent to the hotel. The hotel, most likely, didn't have full access to your broken booking, and so they've cancelled the only booking they're able to.

As a general rule, any support request that relates to booking through the Marriott website or app should go to Marriott customer service, and any support request that relates to staying at the hotel should go to the hotel. So, roughly, before check in = Marriott customer service, after check in = hotel.