Lost Reservation Due to Marriott’s Website Problems

[TravelTime]

I woke up early today and booked 7N in Costa Rica. But when I tried to complete the reservation, the system kept spinning. So I restarted and the reservation was on temporary hold for me. After a few minutes, I decided to call. That was over 30 minutes ago and I am still on hold. In the meantime, it looks like I lost the reservation. I assume Marriott will say there is nothing they can do to retrieve the reservation. Has this happened to anyone else?

 

[travelhacker]

I woke up early today and booked 7N in Costa Rica. But when I tried to complete the reservation, the system kept spinning. So I restarted and the reservation was on temporary hold for me. After a few minutes, I decided to call. That was over 30 minutes ago and I am still on hold. In the meantime, it looks like I lost the reservation. I assume Marriott will say there is nothing they can do to retrieve the reservation. Has this happened to anyone else?

This happened to me.

A few weeks back, I woke up early to make an extended stay reservation at Crystal shores (3 bedrooms can be tricky).

The reservation failed at the last step and I got an email confirmation. However, no points were deducted.

There wasn’t anything they could do. It was a bummer. It worked out ok, because I got a similar reservation the next week and booked a few units for extended family.

 

[dj_drf]

I had this happen several times, but at least 6 months ago. Each time, these were reservations attempted at the opening window for high-demand properties. I assume these were victims of the ongoing IT debacle. There was nothing that could be done except wait for more inventory to show up later, which it fortunately did. I've begun taking screen shots of in-process reservations, but doubt it would make any difference.

 

[Gemini Chica]

Check your points reservations and points history and see if it is in there by some chance?

 

[pedro47]

I agree with Gemini Chica, please check your point history and reservations .

 

[hangloose]

MVCI IT stinks. I've had something similar happen a few times.

Very frustrating to get to the final 'book' page...only to have it fail...or not give a confirmation. I've learned to pickup the phone and call MVCI or use the chat feature...as sometimes the reservations is still 'held' in my account...and they can finalize it. Of course, I think it's only held for 15 mins....so call/chat have to respond fairly quickly...otherwise it goes back into inventory.

Good luck!

 

[TravelTime]

I checked reservation history and it is not there. I called right away but I was on hold for over an hour. The reservation was released after 15 minutes or whatever time they allow for a temporary hold. I never did get through in the morning. I could not get through to anyone using Chat either. I called later on and got through to the chairman’s line quickly. The rep said that they do not use the Chairman’s club line at release time and all calls go into the same queue until about an hour after release time.

 

[Steve Fatula]

Need a smart autodialer it sounds like. Sounds like calling probably wouldn't have helped at all unless maybe if you were lucky enough to get in.

So, someone got the week(s). Another reason why I tend to have multiple different browsers on multiple machines, just in case. Yes, I go overboard! Though it could have been just the call ins, no way to know, so may not have helped.

The whole thing is bad though. It shouldn't be this way. It's not that difficult (IT wise).

 

[Gemini Chica]

I checked reservation history and it is not there. I called right away but I was on hold for over an hour. The reservation was released after 15 minutes or whatever time they allow for a temporary hold. I never did get through in the morning. I could not get through to anyone using Chat either. I called later on and got through to the chairman’s line quickly. The rep said that they do not use the Chairman’s club line at release time and all calls go into the same queue until about an hour after release time.

So infuriating.