Jul 11, 2018, 4:42 pm
Last edit by: Starwood Lurker
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, then log out of their Starwood Preferred Guest 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.
Also 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 VPN and see if this fixes the issue.
If this does not resolve your issue, 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 SPG apps, you can send the following information directly to the SPG 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?
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, then log out of their Starwood Preferred Guest 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.
Also 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 VPN and see if this fixes the issue.
If this does not resolve your issue, 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 SPG apps, you can send the following information directly to the SPG 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?
spg.com website down / broken / issues / login problems ? Post Here!
Sep 24, 2013, 7:03 am
#496
Join Date: Sep 2007
Location: England & Asia
Programs: BA Gold, SPG Plat - Ambassador Managed, VS Gold, Krisflyer Silver, Hilton HHonors Diamond
Posts: 118
Message just received from my Ambassador, as I'd asked if she could make a booking for a stay I need to book for Thursday.
Dear @@@@@@,
Thank you so much for your message. I hope this e-mail finds you well.
I regret to inform that our reservations system is currently out of operation and I am presently unable to assist you with your booking enquiry.
Please would you kindly contact me back later today when our systems should be up and running again.
On behalf of Starwood Hotels and Resorts, kindly accept our sincerest apologies for any inconvenience this may cause you.
Wishing you a lovely day!
Kind regards,
Dear @@@@@@,
Thank you so much for your message. I hope this e-mail finds you well.
I regret to inform that our reservations system is currently out of operation and I am presently unable to assist you with your booking enquiry.
Please would you kindly contact me back later today when our systems should be up and running again.
On behalf of Starwood Hotels and Resorts, kindly accept our sincerest apologies for any inconvenience this may cause you.
Wishing you a lovely day!
Kind regards,
Sep 24, 2013, 9:38 am
#497
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,786
Why can't the ambassador call the hotel on behalf of you? What's the point of this service if they don't go the extra mile?
Sep 24, 2013, 9:46 am
#498
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
That's what I would hope, but hotels might refuse to make bookings manually if they can't see their inventory and don't have a record of what it was when the site went down. If the reservation is urgent, I would call and beg but otherwise wait for the site to come back up in hopes of avoid problems with the reservation.
Of course, SPG customers could always make bookings elsewhere, either using refundable rates with late cancellation deadlines or with the intent to try the competition.
Of course, SPG customers could always make bookings elsewhere, either using refundable rates with late cancellation deadlines or with the intent to try the competition.
Dec 20, 2013, 9:26 pm
#499
Join Date: Oct 2002
Location: SYD
Programs: QF Emerald EY Plat HH D
Posts: 1,270
website jumps to 2015
Looking for hotels in Australia end of year
the dates come up in spanish and when I put in 29 dec for 6 nts it jumps to 2015
anyone see getting it
a friend is sydney is also getting same thing. she alerted me!
lets home they fix it!
the dates come up in spanish and when I put in 29 dec for 6 nts it jumps to 2015
anyone see getting it
a friend is sydney is also getting same thing. she alerted me!
lets home they fix it!
Dec 20, 2013, 10:45 pm
#500
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
My apology for any inconvenience to you.
Could you please provide below information to us via private message or email so that we can look into this?
Website or APP you use
Name of hotel you are checking
It will be great if you could send a screenshot to us.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Dec 21, 2013, 2:23 am
#501
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,786
Online chat is down.
Dec 21, 2013, 3:40 am
#502
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,786
Dec 26, 2013, 1:16 pm
#503
Join Date: Jan 2008
Posts: 3,638
Problem with SPG Amex being accepted for booking
It will sometimes go through, while other times this message appears:
I tried deleting the SPG Amex card from profile and re-entering it, which did not work. I also tried the "Use a different card for this booking" option and entering the card info there, but got the same message. What is puzzling is that sometimes it is accepted, without any glitches. Clearing cookies does not help, nor does changing browsers.
There is no problem if I call the reservation in; the same card is pulled and accepted without any hang-ups.
There is a problem with the credit card type selected or the card number. Please re-enter this information to continue.
There is no problem if I call the reservation in; the same card is pulled and accepted without any hang-ups.
Apr 22, 2014, 4:40 pm
#504
FlyerTalk Evangelist
Join Date: Dec 2003
Location: Benicia, California, USA
Programs: AA PLT,AS,UA PP,J6,FB,EY,LH,SQ,HH Dmd,Hyatt Glbl,Marriott Plat,IHG Plat,Accor Gold
Posts: 10,820
Lots of new Starwood properties in India!
Funny glitch right now. If I enter India at the SPG site, the first 22 items are properties in Dallas/Ft. Worth and Indianapolis.
Apr 23, 2014, 8:25 am
#505
Company Representative, Starwood Digital
Join Date: Sep 2013
Location: NYC
Programs: MR,SPG,RC
Posts: 45
May 13, 2014, 3:04 pm
#506
Join Date: Dec 2003
Location: DC|NYC
Programs: UA GS, DL Plat, Marriott Bonvoy LIfetime Titanium/SPG refugee, Hertz Prez, Amtrak Select
Posts: 3,201
Just did a search for NYC this weekend and was given a long list of Starwood properties indicating availability, many of which are no longer in existence!
Sheraton Russell
W Court
W Tuscany
Westin Essex House
I would have loved to return to the Sheraton Russell!
[I took screenshots but don't have the capacity to imbed photos; PM if you want to post them on my behalf.]
Sheraton Russell
W Court
W Tuscany
Westin Essex House
I would have loved to return to the Sheraton Russell!
[I took screenshots but don't have the capacity to imbed photos; PM if you want to post them on my behalf.]
May 13, 2014, 3:09 pm
#507
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Just did a search for NYC this weekend and was given a long list of Starwood properties indicating availability, many of which are no longer in existence!
Sheraton Russell
W Court
W Tuscany
Westin Essex House
I would have loved to return to the Sheraton Russell!
[I took screenshots but don't have the capacity to imbed photos; PM if you want to post them on my behalf.]
Sheraton Russell
W Court
W Tuscany
Westin Essex House
I would have loved to return to the Sheraton Russell!
[I took screenshots but don't have the capacity to imbed photos; PM if you want to post them on my behalf.]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 26, 2014, 4:37 am
#508
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,032
Currently, all hotels are showing "SPG Free Nights" instead of "Lowest Standard Rate", example :
Looks to be related to another problem :
.
You could always select 3 additional options other than the default "Lowest Standard Rate" - so there would be 4 columns in the "Compare Rates" grid.
At the moment you can only select 2. Software update gone wrong ?
Looks to be related to another problem :
.You could always select 3 additional options other than the default "Lowest Standard Rate" - so there would be 4 columns in the "Compare Rates" grid.
At the moment you can only select 2. Software update gone wrong ?
May 26, 2014, 5:35 am
#509
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Hi Oxon Flyer,
Thank you for letting us know.
We have reported to the web service team.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Thank you for letting us know.
We have reported to the web service team.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]