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 17, 2016, 3:54 pm
#946
FlyerTalk Evangelist
Join Date: Oct 2011
Location: ATL
Programs: DL Scattered Smothered Covered Medallion, Some hotel & car stuff, Kroger Plus Card
Posts: 10,745
So, every time I attempt to apply an SNA online, either by clicking "Apply Suite Night Award" on the "My Stays" page, or "Start Upgrade Request" when viewing the stay details, I get taken to a page asking me to log in to SPG again, even though I'm already logged in and can still see my name and point total in the top right corner of the screen.
If i input my login stuff again, the login page just refreshes, no matter how many times I "log in".
So far, I've just called in to have SNAs applied, but it's quite annoying (not to mention a waste of my and the phone agent's time) to have to do that and have them read off all the SNA options over the phone.
Anyone have any idea what's going on or some other click path to make this work online? IIRC, I've been able to get to the actual add/modify pages for SNAs only once in all the times I've tried. The stays I'm working on right now are just standard points stays booked in standard rooms, but I've experienced this with stays on regular flexible rates, corporate rates, etc. No rhyme or reason...
If i input my login stuff again, the login page just refreshes, no matter how many times I "log in".
So far, I've just called in to have SNAs applied, but it's quite annoying (not to mention a waste of my and the phone agent's time) to have to do that and have them read off all the SNA options over the phone.
Anyone have any idea what's going on or some other click path to make this work online? IIRC, I've been able to get to the actual add/modify pages for SNAs only once in all the times I've tried. The stays I'm working on right now are just standard points stays booked in standard rooms, but I've experienced this with stays on regular flexible rates, corporate rates, etc. No rhyme or reason...
Apr 18, 2016, 2:55 am
#947
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
So, every time I attempt to apply an SNA online, either by clicking "Apply Suite Night Award" on the "My Stays" page, or "Start Upgrade Request" when viewing the stay details, I get taken to a page asking me to log in to SPG again, even though I'm already logged in and can still see my name and point total in the top right corner of the screen.
If i input my login stuff again, the login page just refreshes, no matter how many times I "log in".
So far, I've just called in to have SNAs applied, but it's quite annoying (not to mention a waste of my and the phone agent's time) to have to do that and have them read off all the SNA options over the phone.
Anyone have any idea what's going on or some other click path to make this work online? IIRC, I've been able to get to the actual add/modify pages for SNAs only once in all the times I've tried. The stays I'm working on right now are just standard points stays booked in standard rooms, but I've experienced this with stays on regular flexible rates, corporate rates, etc. No rhyme or reason...
If i input my login stuff again, the login page just refreshes, no matter how many times I "log in".
So far, I've just called in to have SNAs applied, but it's quite annoying (not to mention a waste of my and the phone agent's time) to have to do that and have them read off all the SNA options over the phone.
Anyone have any idea what's going on or some other click path to make this work online? IIRC, I've been able to get to the actual add/modify pages for SNAs only once in all the times I've tried. The stays I'm working on right now are just standard points stays booked in standard rooms, but I've experienced this with stays on regular flexible rates, corporate rates, etc. No rhyme or reason...
My apologies for any inconveniences you have come across.
If you could provide the reservation details to us via private mail here or by email below, we will have our teach team to look into this.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Apr 18, 2016, 10:09 am
#948
Join Date: Jan 2011
Location: HKG/YVR
Programs: MPO, Aeroplan, SPG
Posts: 183
Is the SPG.com website not accepting AMEX credit cards anymore? I tried booking a stay at Le Meridien Cyberport in HK (and tried a very others) and it's not giving me an option to pay by AMEX. Only Visa, Mastercard and JCB cards.
Is this an error or a new policy?
Is this an error or a new policy?
Apr 21, 2016, 10:21 am
#949
Join Date: Apr 2016
Posts: 2
spg web probleem
I continue to have the same problem trying to log in on SPG. I had the entire gamut today. Starts with "Access Denied", followed by "We cannot locate this Starwood Preferred Guest account." IE11. Chrome simply does not get me pass sign in page. I now expect to go through all these hoops every time I try to log in.
Am I the only one with this problem? Why would there be this kind of problem?
Am I the only one with this problem? Why would there be this kind of problem?
Apr 21, 2016, 10:24 am
#950
Join Date: Apr 2016
Posts: 2
I have the same problem trying to log in SPG WEB .:its com up : Access Denied Reference #18.25ff4f17.1461255781.183c8765 .please let me know a selotin
Apr 30, 2016, 8:30 am
#951
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
iPhone App and SPG.com Cannot Complete Reservations
The website is not down, but cannot make reservations.
I tried both my iPhone app and then my laptop on SPG.com to make a reservation for May 2 at LRM Shanghai, and both times I got all the way to submit to complete reservation, but I then get message to call Customer Service to complete reservation.
Sure, call Platinum line from China.
I tried both my iPhone app and then my laptop on SPG.com to make a reservation for May 2 at LRM Shanghai, and both times I got all the way to submit to complete reservation, but I then get message to call Customer Service to complete reservation.
Sure, call Platinum line from China.
May 1, 2016, 1:26 am
#952
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,018
The website is not down, but cannot make reservations.
I tried both my iPhone app and then my laptop on SPG.com to make a reservation for May 2 at LRM Shanghai, and both times I got all the way to submit to complete reservation, but I then get message to call Customer Service to complete reservation.
Sure, call Platinum line from China.
I tried both my iPhone app and then my laptop on SPG.com to make a reservation for May 2 at LRM Shanghai, and both times I got all the way to submit to complete reservation, but I then get message to call Customer Service to complete reservation.
Sure, call Platinum line from China.
May 1, 2016, 3:47 am
#953
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
Eventually, but we cannot download unauthorized software on corporate laptop.
Yes, the website and iPhone app still could not complete reservation. Westin Xi'an Executive Lounge agent called SPG Guangzhou number and I was able to have the agent complete my reservation this afternoon.
Yes, the website and iPhone app still could not complete reservation. Westin Xi'an Executive Lounge agent called SPG Guangzhou number and I was able to have the agent complete my reservation this afternoon.
May 3, 2016, 7:48 pm
#954
Join Date: Dec 2001
Location: NYC
Programs: AA LT PLT, SPG Gold
Posts: 2,564
Anyone else unable to make reservations on SPG.com? I tried to make an award reservation for next February but each time I click on "Complete your reservation" I get this message:
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.
May 4, 2016, 4:28 am
#955
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Anyone else unable to make reservations on SPG.com? I tried to make an award reservation for next February but each time I click on "Complete your reservation" I get this message:
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.
Our apologies for the inconvenience to you.
May I ask you to try clear cache, close the browser and then try again?
If the error persists, please provide information of the hotel and dates you are interested to book along with a screenshot of the error message to below email address. In the mean time, you may call customer contact center for assistance with the booking.
[email protected]
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Last edited by Starwood Lurker III; May 4, 2016 at 4:35 am
May 4, 2016, 6:52 pm
#956
Join Date: Dec 2001
Location: NYC
Programs: AA LT PLT, SPG Gold
Posts: 2,564
Hi broadwayblue,
Our apologies for the inconvenience to you.
May I ask you to try clear cache, close the browser and then try again?
If the error persists, please provide information of the hotel and dates you are interested to book along with a screenshot of the error message to below email address. In the mean time, you may call customer contact center for assistance with the booking.
[email protected]
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
Our apologies for the inconvenience to you.
May I ask you to try clear cache, close the browser and then try again?
If the error persists, please provide information of the hotel and dates you are interested to book along with a screenshot of the error message to below email address. In the mean time, you may call customer contact center for assistance with the booking.
[email protected]
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
May 9, 2016, 8:00 pm
#957
Join Date: Dec 2001
Location: NYC
Programs: AA LT PLT, SPG Gold
Posts: 2,564
Anyone else unable to make reservations on SPG.com? I tried to make an award reservation for next February but each time I click on "Complete your reservation" I get this message:
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.
May 12, 2016, 3:18 pm
#958
Join Date: Dec 2001
Location: NYC
Programs: AA LT PLT, SPG Gold
Posts: 2,564
10 days now and the site remains broken. Shocking really. I'm told the "tech team is looking into it" but should it really take this long to restore basic functionality to the website?
May 12, 2016, 4:12 pm
#959
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Until then, if the need is urgent, we suggest calling into reservations to make your booking.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
May 20, 2016, 4:57 pm
#960
Join Date: Dec 2001
Location: NYC
Programs: AA LT PLT, SPG Gold
Posts: 2,564
Our apologies for any delay, but the issue has been forwarded to the appropriate team for their review and handling. When we hear something back regarding it, we will contact you.
Until then, if the need is urgent, we suggest calling into reservations to make your booking.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Until then, if the need is urgent, we suggest calling into reservations to make your booking.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]