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!
Oct 24, 2017, 1:17 am
#1186
Join Date: Jan 2015
Location: Kuwait (KW)
Programs: Qatar Airways, Hyatt, Hilton, Marriott, IHG
Posts: 2,708
Maybe it's just me, but I am consistently unable to apply Suite Night Awards to my bookings on the SPG.com website. Whenever I click on the option, it always takes me to a login page and after entering my details, it just reloads the page over and over again without ever letting me access the selection page. I've only ever applied SNAs over the phone when talking to the Platinum Concierge.
Any help? Thanks!
khabah
Any help? Thanks!
khabah
Oct 24, 2017, 3:38 am
#1187
Join Date: May 2012
Programs: SPG Plat
Posts: 792
I can't seem to transfer Starpoints over to Marriott - anyone else facing that issue?
Oct 24, 2017, 7:29 am
#1188
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
We'd like to follow up on this matter, it looks like both account are linked correctly.
You may PM or email us with the error message you are getting.
Looking forward to hear from you.
Best regards,
Ahmed El Tagoury
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Oct 24, 2017, 11:05 am
#1189
Join Date: May 2012
Programs: SPG Plat
Posts: 792
Hi Rooivalk,
We'd like to follow up on this matter, it looks like both account are linked correctly.
You may PM or email us with the error message you are getting.
Looking forward to hear from you.
Best regards,
Ahmed El Tagoury
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
We'd like to follow up on this matter, it looks like both account are linked correctly.
You may PM or email us with the error message you are getting.
Looking forward to hear from you.
Best regards,
Ahmed El Tagoury
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
We are unable to complete your transaction at this time. Please contact your nearestCustomer Care Center to speak with an SPG associate or try again later. (Error: 51482, -3)
Oct 24, 2017, 11:36 am
#1190
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC
[email protected]
Oct 24, 2017, 3:37 pm
#1191
Join Date: Jan 2012
Location: HEL
Programs: SPG LTP, hotels, OWE, STE+, *G, Octopus
Posts: 5,783
When loading the dashboard on a computer, you see an erroneous (previous login?) stay and night counter before it's updated to almost instantly to the correct count.
Oct 25, 2017, 5:53 am
#1192
Join Date: Nov 2012
Location: NYC
Programs: Marriot Am, MU Pt
Posts: 3,092
Seems the recently SPG website update fixed an issue where my computer would lag every time I got the home page where my computer would be unresponsive for five seconds.
EDIT: Nope, looks like it's still there. For some reason it's parsing the scrolling banner, my computer will freeze for a couple seconds.
EDIT: Nope, looks like it's still there. For some reason it's parsing the scrolling banner, my computer will freeze for a couple seconds.
Last edited by alphaod; Oct 25, 2017 at 6:24 am
Oct 27, 2017, 1:09 pm
#1193
Join Date: Feb 2012
Location: GVA
Programs: BA Silver (OW Sapphire), A3 Gold (*G), Bonvoy LTTE, HHonors Diamond, LeClubAccor Silver, UA Silver
Posts: 1,777
Seems the recently SPG website update fixed an issue where my computer would lag every time I got the home page where my computer would be unresponsive for five seconds.
EDIT: Nope, looks like it's still there. For some reason it's parsing the scrolling banner, my computer will freeze for a couple seconds.
EDIT: Nope, looks like it's still there. For some reason it's parsing the scrolling banner, my computer will freeze for a couple seconds.
Nov 1, 2017, 6:16 am
#1194
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,922
I have contacted the SPG Champion about this but thought I would mention it here for the record. I have a stay this weekend for which an SNA cleared, and then the app showed the upgraded room (a studio suite). But then the app/website shows that while the SNA has cleared, the room is back to a standard room. The SPG Champion said that the hotel said that the room was indeed a suite but "an update on the hotel side that might have caused the change on your booking" and that I should rest assured.
I rest a bit nervously, but I will find out soon.
I rest a bit nervously, but I will find out soon.
Nov 1, 2017, 6:27 am
#1195
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,655
I have contacted the SPG Champion about this but thought I would mention it here for the record. I have a stay this weekend for which an SNA cleared, and then the app showed the upgraded room (a studio suite). But then the app/website shows that while the SNA has cleared, the room is back to a standard room. The SPG Champion said that the hotel said that the room was indeed a suite but "an update on the hotel side that might have caused the change on your booking" and that I should rest assured.
I rest a bit nervously, but I will find out soon.
I rest a bit nervously, but I will find out soon.
https://www.flyertalk.com/forum/28997765-post1088.html
i checked with my ambassador & she confirmed that the room has indeed been upgraded....hopefully i won't have any problems this weekend....
Nov 4, 2017, 7:39 am
#1196
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,655
I have contacted the SPG Champion about this but thought I would mention it here for the record. I have a stay this weekend for which an SNA cleared, and then the app showed the upgraded room (a studio suite). But then the app/website shows that while the SNA has cleared, the room is back to a standard room. The SPG Champion said that the hotel said that the room was indeed a suite but "an update on the hotel side that might have caused the change on your booking" and that I should rest assured.
I rest a bit nervously, but I will find out soon.
I rest a bit nervously, but I will find out soon.
facing the same issue here....i posted this in the property master thread yesterday:
https://www.flyertalk.com/forum/28997765-post1088.html
i checked with my ambassador & she confirmed that the room has indeed been upgraded....hopefully i won't have any problems this weekend....
https://www.flyertalk.com/forum/28997765-post1088.html
i checked with my ambassador & she confirmed that the room has indeed been upgraded....hopefully i won't have any problems this weekend....
Nov 4, 2017, 10:14 am
#1197
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Tried Chrome and IE
We're Sorry
The system is temporarily unavailable. For assistance, please call 866-500-8320 in the U.S. or Canada. Residents of all other countries, please see our Worldwide Reservations Offices .
Thank you. We apologize for any inconvenience.
And now have been on hold with Plat line for over 13 minutes.
Edited to add. Chat helped me. The booking issue online may have been specific to the reservation I was attempting to make. Still never saw such long hold times on the Platinum line. That is something I've never experienced before. I called later to apply SNAs to a different reservation and the line was answered promptly by a great rep. So maybe there was just a bottle neck earlier.
We're Sorry
The system is temporarily unavailable. For assistance, please call 866-500-8320 in the U.S. or Canada. Residents of all other countries, please see our Worldwide Reservations Offices .
Thank you. We apologize for any inconvenience.
And now have been on hold with Plat line for over 13 minutes.
Edited to add. Chat helped me. The booking issue online may have been specific to the reservation I was attempting to make. Still never saw such long hold times on the Platinum line. That is something I've never experienced before. I called later to apply SNAs to a different reservation and the line was answered promptly by a great rep. So maybe there was just a bottle neck earlier.
Last edited by damon88; Nov 4, 2017 at 12:00 pm
Nov 4, 2017, 3:20 pm
#1198
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,922
No problems for me either; I got the approved Studio suite, along with delivery of a fruit plate and a bottle of prosecco, even if the SPG website still indicates I got both an upgrade (-1 SNA) and a Wonderful room.
Nov 5, 2017, 6:06 pm
#1199
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Sick of not being able to complete res without upgrade notice!!
The website is bad enough without the one thing that seems to work all the time -
THE INABILITY TO COMPLETE A RESERVATION WITHOUT REFUSING TO UG AT VARIABLE COST!
There appears to be no way to turn this off and when I'm merely checking to see the total (taxes, etc) or to make a reservation it's unnecessarily time consuming!!!!
Dec 8, 2017, 9:43 am
#1200
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,642
Currently getting an error at the site:
Error Code: 404
Target Servlet: /en_US/html/DynaTrace/DynaTrace.jsp
With a giant error stack below. Site unusable.
Error Page Exception
Error Page Exception
SRVE0260E: The server cannot use the error page specified for your application to handle the Original Exception printed below.
Original Exception:
Error Message: JSPG0036E: Failed to find resource /en_US/html/DynaTrace/DynaTrace.jspError Code: 404
Target Servlet: /en_US/html/DynaTrace/DynaTrace.jsp