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What's wrong with their website?  

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Counsellor
(@counsellor)

It has been screwed up for the past week, and when I call their phone number, (and get past their idiotic robot who "can understand complete sentences" but obviously can't), I'm told to hold and someone will be with me in 30 minutes. They apparently don't even have a call-back capability.

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Posted : February 23, 2018 4:01 pm
mattsteg
(@mattsteg)

Do those stupid robot things do anything except drive down customer satisfaction? Do they reduce call center loads from anything except people giving up?

Silver Gold Executive Platinum Classic Plus Exec Elite Platinum Gold Diamond

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Posted : February 23, 2018 6:57 pm
NYCUA1K
(@nycua1k)

The Marriott Rewards website has been revamped and as part of that process they are requiring members to update their login information to beef up security. I received an email from them asking that I update my password, a process that also involved sending me a temporary passcode either to my email or my mobile phone. I select my mobile phone. After I entered the passcode, I was given the option to opt out of this verification step on future logins and I did. Now I can log in simply by entering my user ID and (new) password as before.

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Posted : February 24, 2018 8:00 pm
mike2977
(@mike2977)
Silver

I'm stuck in a loop trying to update my password, and then get errors and unable to update or log in. Terrible!

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Posted : February 25, 2018 11:39 am
Counsellor
(@counsellor)

mike2977, post: 2810436, member: 124525 wrote: I'm stuck in a loop trying to update my password, and then get errors and unable to update or log in. Terrible!

That's what happened with me, too.

The only way I got it resolved was to call the Marriott consumer help desk. I finally got through to them yesterday by phone (website still wouldn't work for me) and the nice lady said some folks had been experiencing difficulties. She then did some things at her end that apparently unblocked my account and assisted me in changing my password, at which point things seemed to clear up.

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Posted : February 25, 2018 12:00 pm
NYCUA1K
(@nycua1k)

Sounds like the system got glitchy or is still glitchy. I sailed right through updating my password a couple of days ago...

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Posted : February 25, 2018 1:41 pm
inzerillo
(@inzerillo)
Silver

The web site is still down. Can't even log in with Facebook. It is taking them a long time to fix this problem.

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Posted : February 25, 2018 3:29 pm
grahambb
(@grahambb)

I haven't had this problem (and have made bookings in the last week), but it still frustrates me that Marriott send your user name and password unencrypted from the home page login.

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Posted : February 25, 2018 3:40 pm
NYCUA1K
(@nycua1k)

Hmmmm.... The site is up and I just logged in with no issues. The IT glitch must have happened after I successfully changed my password, thus possibly insulating me from it...

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Posted : February 25, 2018 4:43 pm
Counsellor
(@counsellor)

Now I'm having problems printing the reservation. It's not my computer or printer (it can print from other websites, but shows "0 documents" in the queue when I try to print from the Marriott site). Something on the Marriott site is preventing the "print" command from working, I surmise.

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Posted : February 25, 2018 4:44 pm
misman
(@misman)

Counsellor, post: 2810464, member: 858 wrote: Now I'm having problems printing the reservation. It's not my computer or printer (it can print from other websites, but shows "0 documents" in the queue when I try to print from the Marriott site). Something on the Marriott site is preventing the "print" command from working, I surmise.

Do you have a pop-up or ad-blocker? I've noticed some sites are starting to display their "content" in the same manner that ads appear, causing them to be blocked.

I'm going to stay away from Marriott.com as long as possible... hopefully when resolved!

It takes four parts to ring a chord
Sing it right, and you'll never be bored

The Duke City Sound finished 25th out of 770+ in the International Barbershop Convention in Pittsburgh!

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Posted : February 25, 2018 5:39 pm
NYCUA1K
(@nycua1k)

Counsellor, post: 2810464, member: 858 wrote: Now I'm having problems printing the reservation. It's not my computer or printer (it can print from other websites, but shows "0 documents" in the queue when I try to print from the Marriott site). Something on the Marriott site is preventing the "print" command from working, I surmise.

I just went to 'My Trips' and hit 'print' from there to print to PDF and got this:

The info printed is correct. I do have a pop-up/ad blocker and it is enabled for the site.

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Posted : February 25, 2018 8:44 pm
Counsellor
(@counsellor)

I do use Adblock Plus. It doesn't seem to interfere with printing on other sites, though.

They'd better get their site fixed. It has the potential to drive off otherwise loyal customers if they make it too hard to use. One should never annoy one's clientele.

Fortunately, I'm also Platinum with Starwood and Gold with Hilton, so I do have other options.

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Posted : February 25, 2018 10:25 pm
Counsellor
(@counsellor)

Counsellor, post: 2810440, member: 858 wrote: The only way I got it resolved was to call the Marriott consumer help desk. I finally got through to them yesterday by phone (website still wouldn't work for me) and the nice lady said some folks had been experiencing difficulties. She then did some things at her end that apparently unblocked my account and assisted me in changing my password, at which point things seemed to clear up.

Didn't stay cleared up, though.

Went back in to try to reserve for an upcoming trip, and the site wouldn't let me log on. I knew I was using the correct log-in information (no caps lock, etc.) but I couldn't get in. I called Customer Services and the guy said that according to the site I did not have an account. I gave him the Marriott Rewards number and he said there was no on-line account for that number.

I mentioned that I had been accessing my on-line account now for about 20 years, and suspected that one of their upgrades had caused it to be lost. He said nothing he could do, but maybe I could try to set up a (new) on-line account. I agreed, and tried, but after I entered my Marriott Rewards number, the site froze and wouldn't let me continue to set up an account.

The CS guy was still on the phone, and he couldn't figure out why it was doing that. He said he'd try to set it up from his end, but he reported the site froze for him, too, and wouldn't let him continue to set up the account. I suggested maybe somewhere in the bowels of the site it knew there was already an on-line account for that number and wouldn't allow a duplicate account to be set up.

He said that could be true but there was nothing he could do. (This was after business hours.) He suggested we let it sit for the time being and try again tomorrow.

I tried again this morning, and while I could get through, and this time the site recognized me and let me sign on, I couldn't get it to do anything. All I could get was a red banner with "Our server is being stubborn, please try again." And that's the way it stayed, even when I tried it again.

They really need to get their site fixed. I can't understand why they've allowed it to remain screwed up for so long!

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Posted : March 2, 2018 8:48 pm
NYCUA1K
(@nycua1k)

Something must be royally screwed up with your account. From the system not letting you create a new account (it would not have duplicated it, anyway, if the other was still active but messed up) to the permanent red banner, while I have been able to zip right in every time, suggest that the problem may be isolated. If a problem that serious were pervasive, the site would have been taken down until fixed and the CS person would not have been surprised when you reported it.

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Posted : March 3, 2018 1:59 pm
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