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!
Apr 1, 2017, 7:41 pm
#1096
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
Apr 4, 2017, 5:36 am
#1097
FlyerTalk Evangelist
Join Date: Nov 2004
Location: 45° North
Programs: DL DM MM, HH Diamond
Posts: 10,196
VPN Access?
Does anyone else have issues accessing SPG.com via VPN. I can access the site but anytime I try to login while connected via my VPN it gives an error like I entered my password incorrectly.
When I disconnect from the VPN I can login without issue.
When I disconnect from the VPN I can login without issue.
Apr 4, 2017, 6:16 am
#1098
Join Date: Sep 2009
Location: Global
Posts: 5,998
Yes. I have to turn the VPN off. (I use IPVanish)
Apr 4, 2017, 8:18 am
#1099
FlyerTalk Evangelist
Join Date: Nov 2004
Location: 45° North
Programs: DL DM MM, HH Diamond
Posts: 10,196
Apr 5, 2017, 4:57 am
#1100
Join Date: Apr 2017
Posts: 1
Maybe you should try to use another VPN service such as ibVPN. You can test if it works, by getting their free trial.
Apr 10, 2017, 11:31 am
#1101
Join Date: Nov 2007
Location: UK
Programs: EK Gold, EY Gold, Bonvoy LT Titanium, IHG Spire Ambassador, Hilton Diamond
Posts: 330
Is anyone else having issues making award stays on the website (using Firefox)
i have tried 3 or 4 times to make a booking. All day same error message:
The system is temporary unavailable
In the end I have used the app to make the booking - at the SGS Bangkok.
Award bookings for other hotels worked without any issues but the SGS failed every time for multiple bookings - some for different nights
i have tried 3 or 4 times to make a booking. All day same error message:
The system is temporary unavailable
In the end I have used the app to make the booking - at the SGS Bangkok.
Award bookings for other hotels worked without any issues but the SGS failed every time for multiple bookings - some for different nights
Last edited by stanontour; Apr 10, 2017 at 11:44 am
Apr 10, 2017, 2:35 pm
#1102
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,923
I cannot see my upcoming stays on the website: "We found an issue we cannot resolve online. Please contact your nearest customer care center."
Apr 10, 2017, 10:00 pm
#1103
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Got this 2 days ago multiple times, concierge sent me summary of my upcoming bookings (at my request) - had no idea what was wrong with the website "maybe they're updating" - asaiac the website sucks - soooo tired of having to reset my rate preferences EVERY time, etc.
Just stopped reporting as I assume things will get better when Marriott takes over the web (since their website seems to work for me)
Just stopped reporting as I assume things will get better when Marriott takes over the web (since their website seems to work for me)
Apr 19, 2017, 12:45 pm
#1104
Join Date: Jul 2013
Posts: 75
Does anybody have issues with staying logged in? I have to log into spg.com everytime that I visit the website.
I have checked that cookies are enabled and spg.com is on my trusted site list on Chrome.
I have checked that cookies are enabled and spg.com is on my trusted site list on Chrome.
Apr 19, 2017, 3:00 pm
#1105
Join Date: Oct 2011
Location: ORD, MKE
Programs: Bonvoy LT Gold, Hilton Silver, Hyatt Discoverist, Hertz PC, National EE
Posts: 710
On the flip side, I often have to log out and re-log in to get the iPhone app to update my account activity.
Apr 23, 2017, 1:25 pm
#1106
Join Date: Sep 2007
Location: IAH
Programs: UA 1K MM, SPG Platinum
Posts: 88
issues with SPG website
Am I the only one who is experiencing massive issues with the SPG website? For example, when trying to make a new reservation, the select dates feature is either disabled or dysfunctional. It won't allow me to click on the days to select--as it always used to. Also, when I made an all points reservation at the Westin Arlington Gateway, the reservation showed 16,000 points when it was really only 12,000. Today, when trying to make a reservation at the Westin Arlington Gateway, it rejected my future dates, then automatically changed the dates, and finally displayed this error message: "Sorry, the dates entered were not valid. Please note that we preselected some dates below - update them to reflect your preferences." I could go on with other issues, but the dates problem is nothing new.
Worse, whenever I call and speak to a front-line SPG representative, they tell me they are completely unaware of the website issues. Yet the frontline representative I spoke with today said, "yes, I know." But when I asked to speak with a supervisor about it they said--as if reading from a script, "we are not aware of any issues with the website; this is the first I've heard of this."
What is going on? I think the SPG website has imploded and Starwood isn't doing anything about it because it would cost too much to fix. Is anyone else experiencing IT issues with the site? And is anyone aware of what SPG is doing about it?
Worse, whenever I call and speak to a front-line SPG representative, they tell me they are completely unaware of the website issues. Yet the frontline representative I spoke with today said, "yes, I know." But when I asked to speak with a supervisor about it they said--as if reading from a script, "we are not aware of any issues with the website; this is the first I've heard of this."
What is going on? I think the SPG website has imploded and Starwood isn't doing anything about it because it would cost too much to fix. Is anyone else experiencing IT issues with the site? And is anyone aware of what SPG is doing about it?
Apr 23, 2017, 2:03 pm
#1107
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,139
I'm not having problems selecting dates from the main page, but the rate search calendars are all broken.
Apr 23, 2017, 10:26 pm
#1108
Join Date: Feb 2009
Location: DEN
Programs: Hyatt Globalist, Bonvoy Titanium, CX DM, SQ Gold
Posts: 1,607
It does work for me in Chrome. Some update they (SPG) pushed or something that happened with Firefox after version ~56.x broke the SPG website for me.
Was going to tell someone but my last experience with reporting a similar issue to SPG ended up a waste of time so I didn't bother this time. Just use a different browser or the mobile app for SPG.
Apr 23, 2017, 10:29 pm
#1109
Join Date: Feb 2009
Location: DEN
Programs: Hyatt Globalist, Bonvoy Titanium, CX DM, SQ Gold
Posts: 1,607
I reported to them months ago that one of my work IP ranges is blocked at the ASN level and that I don't want to be collateral damage. Had the same issue with Cathay Pacific for a while.
SPG did not resolve the issue. Cathay Pacific to their credit did!
May 12, 2017, 3:56 pm
#1110
Join Date: May 1998
Location: australia
Posts: 5,762
Is anyone else having issues with reporting a missing stay - for over 48hrs have been receiving the following response:
Report a Missing Stay
We're Sorry
The system is temporarily unavailable. For assistance, please call 888-625-5144 in the U.S. or Canada. Residents of all other countries, please see our Customer Contact Centers.
Thank you. We apologize for any inconvenience.
We're Sorry
The system is temporarily unavailable. For assistance, please call 888-625-5144 in the U.S. or Canada. Residents of all other countries, please see our Customer Contact Centers.
Thank you. We apologize for any inconvenience.