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
Aug 31, 2018, 10:46 pm
#1
Original Poster
Join Date: Sep 2000
Location: Los Angeles, CA,
Programs: Hilton Diamond, IHG Diamond, Hertz President Circle, Copaair Presidential, and Southwest A-List
Posts: 586
Anyone Else Has Issues with Booking SPG Property Reservations Online?
Not sure what I am doing wrong here, so perhaps others who may have similar issues could provide some guidance. I have combined my two accounts. However, I am still trying to book legacy SPG properties so that I could still hopefully achieve the Plat status with the 25 stays. However, whenever I would select an SPG legacy property, then I would be redirected to the SPG website. I get as far as clicking the "Complete Reservation" and then nothing happens. It would say add customer info when I had already logged into my account and the fields were even prepopulated. I would end up calling the 888-625-4990 to speak with a rep to help me complete the reservation.
I am not sure if this is a widespread problem, or just my having difficulty with this specifically to my account.
Any input would be much appreciated.
I am not sure if this is a widespread problem, or just my having difficulty with this specifically to my account.
Any input would be much appreciated.
Sep 3, 2018, 9:48 pm
#4
Join Date: Feb 2005
Location: ATL
Programs: UA Global Services, Bonvoy LT Titanium, National EE
Posts: 887
I've been having trouble booking online too and am told to call in to the SPG Plat Concierge which seems to be experiencing super long hold times (waited 20+ min before hanging up the first few times). So far between all the changes, the new website, and the customer service, this merger has been 
Sep 5, 2018, 4:59 pm
#5
Moderator: Alaska Mileage Plan
Join Date: Feb 2005
Posts: 12,307
Unable to Book SPG Hotels From Marriott Site
I was unable to book to book two different SPG hotels in HNL on various dates using Marriott.com. I was signed into my PP account, but when I tried to confirm my selected room, I received this error message:
Any tips or advice?
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
Sep 5, 2018, 9:51 pm
#7
Join Date: Oct 2012
Location: Toronto, Canada
Programs: Delta DM, Marriott Titanium, Hilton Diamond, National EE, AS MVP Gold 75K, AC 75K
Posts: 996
I'm having the same issue with pretty much all SPG hotels. It looks like it's still trying to book with my old SPG#. I ended up logging out and booking as guest. Then DM SPG Assist on Twtter to add my Marriot#.
Sep 6, 2018, 9:20 am
#8
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,737
Unable to book Starwood awards online
I merged my accounts, with my Marriott account as the survivor. 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.
This means I can no longer do a quick and easy online booking but must call and endure the lengthy hold time. Has anyone else experienced this? Is there a workaround?
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.
This means I can no longer do a quick and easy online booking but must call and endure the lengthy hold time. Has anyone else experienced this? Is there a workaround?
Sep 6, 2018, 10:35 am
#9
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I’m sorry to say that I’d not heard about that before. I have had no issue booking awards at legacy SPG or legacy Marriott properties.
Please kepe us advised. Here’s hoping it’s just a temporary IT glitch, as I assume it must be?
Please kepe us advised. Here’s hoping it’s just a temporary IT glitch, as I assume it must be?
Sep 11, 2018, 6:54 pm
#11
Join Date: Aug 2010
Programs: MR LT Titanium, SPG LT Plat & Plat 100, SWA A+ & CP
Posts: 1,093
Cant Book Any SPG Room Online - Is it just me? Getting error
Since the merger, I have been unable to book any SPG room on the mobile app or website. I can only book over the phone. My account is merged, my points, and nights are good but when I go to book a room at an SPG hotel, I get an error on the "details" page, right before I hit SUBMIT. It says "We're unable to locate this SPG 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". I am no dummy. I am logged in and all is cool. Any of you seeing this?
Sep 11, 2018, 10:21 pm
#12
Join Date: Sep 2006
Location: QDF
Programs: AA EXP (2MM), Marriott Tit
Posts: 1,034
Please merge: Unable to make reservation at SPG property
Tried to make a reservation at a Westin for next week, and was unable to get past an error about my rewards number not existing. Was finally able to make the reservation after logging out, but haven't yet found a way to add my # to an existing reservation.
(I did try to call, but had to give up after 20 minutes on hold.)
What a disaster!
EDIT: Just saw the existing thread on this subject. Please merge.
(I did try to call, but had to give up after 20 minutes on hold.)
What a disaster!
EDIT: Just saw the existing thread on this subject. Please merge.
Sep 12, 2018, 5:52 am
#13
Join Date: Feb 2013
Location: FLL
Programs: US CP, AA Plat, DL Silver, EY Gold, Kimpton IC, SPG Plat
Posts: 409
Since the merger, I have been unable to book any SPG room on the mobile app or website. I can only book over the phone. My account is merged, my points, and nights are good but when I go to book a room at an SPG hotel, I get an error on the "details" page, right before I hit SUBMIT. It says "We're unable to locate this SPG 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". I am no dummy. I am logged in and all is cool. Any of you seeing this?
Extremely frustrating and I'm taking an SPG break until they sort it out.
Sep 12, 2018, 7:15 am
#14
Join Date: Aug 2010
Programs: MR LT Titanium, SPG LT Plat & Plat 100, SWA A+ & CP
Posts: 1,093
Decided to wait the 60 minutes to get technical help. Here’s the bottom line.
- When on Marriott.com, I still can’t book any SPG hotel without getting the error. The technician verified that my accounts were properly combined and said that he did not know what was going on and hopefully it would be resolved. So, no help there
- I told him that when I went to book and SPG hotel, it redirected me to the Starwood‘s website. He said he doesn’t think that should be happening.
- he told me to delete the SPG app on my phone and only use the Marriott app. After testing out a few things, I was able to book an SPG hotel on the Marriott mobile app. I am going to nuke the SPG app.
- When on Marriott.com, I still can’t book any SPG hotel without getting the error. The technician verified that my accounts were properly combined and said that he did not know what was going on and hopefully it would be resolved. So, no help there
- I told him that when I went to book and SPG hotel, it redirected me to the Starwood‘s website. He said he doesn’t think that should be happening.
- he told me to delete the SPG app on my phone and only use the Marriott app. After testing out a few things, I was able to book an SPG hotel on the Marriott mobile app. I am going to nuke the SPG app.