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!
Aug 29, 2017, 2:21 am
#1156
Join Date: Mar 2016
Location: CW
Programs: Marriott titanium, KL/AF FB Ulti
Posts: 644
Aug 29, 2017, 9:25 am
#1157
Join Date: Mar 2013
Location: Tennessee
Programs: Bonvoy Titanium Elite, Bonvoy Lifetime Platinum, Southwest AL CP, Hyatt Globalist
Posts: 223
Aug 29, 2017, 9:30 am
#1158
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
There have been no updates. A ticket has been opened, however.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Aug 30, 2017, 7:50 am
#1159
Join Date: Sep 2010
Posts: 270
There have been no updates. A ticket has been opened, however.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
for anyone else like me who somewhat relies on the map for ease when booking perhaps unfamiliar locations (have >25 nites in the last month spread out over 6-7 different cities) i'd add that the only "workaround" i've noticed on this glitch is that if u pay careful attention to the purple dot map and click the hotel u are interested in down the right hand list, then 2 of the dots disappear for about 5-8 seconds, and then re-appear...and each time the hotel i'm clicking is 1 of the 2 dots. of course, the map shifts while u do this ...so its kinda like a fun memory game
if anyone else has any other observations let me know. IE?... does it work on netscape too?
Aug 30, 2017, 10:44 am
#1160
Join Date: Jan 2015
Location: Kuwait (KW)
Programs: Qatar Airways, Hyatt, Hilton, Marriott, IHG
Posts: 2,712
Not sure if anyone else has this issue, but I have never been able to request SNAs online through SPG.com. I go to the My Stays page, click on the 'Apply Suite Night Awards' button and it almost always takes me back to a login screen that then refuses to accept my credentials and keeps reloading the same screen. I had some luck recently where it loaded a page with available suites for one of my stays, but then led me back to the login screen with the same irritating thing happening as the previous scenario. I've requested SNAs via phone through the Platinum line and they go through without a hitch, but not being able to do it myself on a functioning website is downright annoying.
Any suggestions? Thanks in advance!
khabah
Any suggestions? Thanks in advance!
khabah
Aug 31, 2017, 4:50 pm
#1161
Join Date: Aug 2017
Posts: 1
I think this is a recent thing, but when I go to Map View when making a booking, all I see are purple dots. You can't click on them to make anything happen. Also, when I click on a corresponding hotel, it brings you to the area of the hotel, but then often takes away the purple dot!
Why would they eliminate the number system?
Why would they eliminate the number system?
Aug 31, 2017, 10:38 pm
#1162
Join Date: Apr 2011
Posts: 76
SPG WEBSITE - Trying to book 5 nights in NYC!! So frustrating...
Last edited by no7agency; Aug 31, 2017 at 11:02 pm
Aug 31, 2017, 10:46 pm
#1163
Join Date: Apr 2011
Posts: 76
Tried on Internet Explorer and numbers are showing!
And.... you can zoom in & out without using the + & -
On Google Chrome just get loads of purple dots!
And.... you can zoom in & out without using the + & -
On Google Chrome just get loads of purple dots!
Sep 1, 2017, 11:46 am
#1164
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I have had the same problem. It makes the booking site useless. I don't think it's just his cache. It's purple dots that I think represent the hotels, but if you click on them they don't give you any information. I'd like to see them go back to the old options where you could click on the map and see which hotel is located at that site.
And honestly, I use other sites like Google Maps, to check locations and what's nearby. And to see if other sites have a better rate than SPG's. That's what works for me and may not be for others. Single sourcing prices (spg.com) can be misleading.
Sep 1, 2017, 1:27 pm
#1165
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,928
I don't see it that way (site being useless). You can still see where there are properties. You can see the rates for the different properties. And you certainly can book for any particular property you wish. The missing piece is being able to associate a map icon with a particular property.
Put yourself in my shoes -- I'm looking at a trip to HKG, and it will be my first time there so I have zero familiarity with the area. OK I can rule out the Shenzen and Zhuhai stuff but still, want to guess which property is which?
I also tend to doubt that there is a SPG property in the middle of Victoria Harbour:
I also like using Google Maps and the Google travel guide results to research an area in advance, and sometimes you can do a maps search for "Starwood" or "SPG" and get a reasonable indication, but that doesn't work so well here, only returning some of the properties. Similarly Kayak's map search is usually a good backup but for some reason "All Starwood Properties" only lists like 3 of them, not even showing all the main SPG options, plus the Design Hotels are all missing. Googling them one at a time sucks.
Having a single view that shows geographic locations and prices is useful for judging price/location tradeoffs etc. Anonymous purple dots make this annoying and impractical and it wouldn't surprise me if this isn't costing them revnue (granted maybe a trivial amount, I wouldn't know) if people decide they can't conveniently compare properties and just throw their hands up and book elsewhere.
Sep 1, 2017, 4:56 pm
#1166
Join Date: Sep 2010
Posts: 270
Uh, sorry, no, it depends a lot on how many properties there are in your search area. Saying "you can do A, B, and C just not Z" is like saying you can still use the TV remote to change channels even if the batteries are dead, you just have to push the button on the remote and then walk over to the TV to adjust the volume
Put yourself in my shoes -- I'm looking at a trip to HKG, and it will be my first time there so I have zero familiarity with the area. OK I can rule out the Shenzen and Zhuhai stuff but still, want to guess which property is which?
Attachment 38974
I also tend to doubt that there is a SPG property in the middle of Victoria Harbour:
Attachment 38975
I also like using Google Maps and the Google travel guide results to research an area in advance, and sometimes you can do a maps search for "Starwood" or "SPG" and get a reasonable indication, but that doesn't work so well here, only returning some of the properties. Similarly Kayak's map search is usually a good backup but for some reason "All Starwood Properties" only lists like 3 of them, not even showing all the main SPG options, plus the Design Hotels are all missing. Googling them one at a time sucks.
Having a single view that shows geographic locations and prices is useful for judging price/location tradeoffs etc. Anonymous purple dots make this annoying and impractical and it wouldn't surprise me if this isn't costing them revnue (granted maybe a trivial amount, I wouldn't know) if people decide they can't conveniently compare properties and just throw their hands up and book elsewhere.
Put yourself in my shoes -- I'm looking at a trip to HKG, and it will be my first time there so I have zero familiarity with the area. OK I can rule out the Shenzen and Zhuhai stuff but still, want to guess which property is which?
Attachment 38974
I also tend to doubt that there is a SPG property in the middle of Victoria Harbour:
Attachment 38975
I also like using Google Maps and the Google travel guide results to research an area in advance, and sometimes you can do a maps search for "Starwood" or "SPG" and get a reasonable indication, but that doesn't work so well here, only returning some of the properties. Similarly Kayak's map search is usually a good backup but for some reason "All Starwood Properties" only lists like 3 of them, not even showing all the main SPG options, plus the Design Hotels are all missing. Googling them one at a time sucks.
Having a single view that shows geographic locations and prices is useful for judging price/location tradeoffs etc. Anonymous purple dots make this annoying and impractical and it wouldn't surprise me if this isn't costing them revnue (granted maybe a trivial amount, I wouldn't know) if people decide they can't conveniently compare properties and just throw their hands up and book elsewhere.
Sep 1, 2017, 5:05 pm
#1167
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,928
Sep 4, 2017, 12:14 pm
#1168
Join Date: Dec 2009
Location: BRU-ZRH
Programs: LX HON, BA Gold, Marriott Bonvoy Titanium Elite
Posts: 764
There have been no updates. A ticket has been opened, however.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
It would be great if this can be solved asap. I'll still be able to figure out (more or less) which property is where when I book through the app, but on the website it is incredibly annoying as I need to look up each individual property myself in a separate tab on google maps. Just number it like it used to be in the past.
Thanks in advance!
Sep 4, 2017, 10:29 pm
#1169
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
It would be great if this can be solved asap. I'll still be able to figure out (more or less) which property is where when I book through the app, but on the website it is incredibly annoying as I need to look up each individual property myself in a separate tab on google maps. Just number it like it used to be in the past.
Thanks in advance!
Thanks in advance!
We are following up with our web team in regard to this issue. We will share any update once we receive it.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Sep 4, 2017, 10:48 pm
#1170
Join Date: Feb 2001
Programs: IHG Diamond, HH Diamond, BW Diamond Select, Accor Silver, Marriott Gold
Posts: 4,228
What's remarkable is that they can screw up that badly without ever testing it. (The "only tested on IE" days ended at least a decade ago.)