More Website "Fun" . Reservation "In Progress"

Discussion created by tker on Feb 16, 2018
Latest reply on Feb 20, 2018 by globaltreker

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So, this week a new Marriott.com development. 24 hours before two different reservations I had, the status changed to "in progress" in my list of upcoming reservations. I had not done online check in in either case. Not a big deal you say....well, it was--and could be for you.

When the reservation changed to "in Progress", you can no longer view it anymore. You can see the preview in the list-showing location and dates of stay. However, you can not "open" it to see room type, rate etc. This is unacceptable IMHO.

While traveling to Cancun, I received an email that the JW Cancun had deducted 180K points for this stay and my room no longer had a guaranteed king. This was an issue because this stay was booked with a 5 night TP and had a guaranteed king at time of booking. (The TP certificate had simply vanished. )Sadly, as the reservation was now "in progress" before I arrived...I couldn't view it.

I was able to call MR on a layover and get everything sorted out after 20 mins on the phone.

But why would Marriott think this is a good idea??? When we need to see this info, its important. To block it, is really not customer friendly. I have not seen a website development team miss so many steps.

Outcomes

23 Replies

wiscfriend Feb 16, 2018 9:27 AM
My two reservations for the weekend (2/17-18) in Merrillville, IN look OK. Hopefully your experience is a singular glitch in the system.
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crashrit Feb 16, 2018 8:39 PM
Same here - i thought it was because i did mobile checkin but dont know for sure
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verysuiteboy Feb 16, 2018 10:26 PM
I noticed this a couple of months ago on the new site. It’s sad because I shudder to think how this site will implode once all of the SPG data is migrated into it!
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erc Feb 17, 2018 7:53 AM
Reservation "In Progress" - FlyerTalk Forums
As tanic responded to you in FlyerTalk - it's out there. This as platboy observes is frightening.

Lifetime points, sign in, Rebranding kickouts, lost reservations, mixed up reservations, missing reservations;
What, and who is next?
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- iahflyr @ erc on Feb 17, 2018 8:17 AM
  What's next you ask....well the entire system finally implodes and the only way to make a reservation at any Marriott property is to walk in the front door and request a room.
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mustanggt Feb 17, 2018 8:55 AM
Here's something related that I've noticed lately. My profile has listed "king" bed as my guaranteed room type, along with extra towels, high floor etc. When I create a new reservation and print out a copy or look at it online it no longer lists king room as a "guaranteed" benefit, it is missing altogether. The other "non-guaranteed" benefits of extra towels, high floor, etc are still listed. Is this change simply an IT programming error where they forgot to include a field for "guaranteed room type", or has there been an unannounced change in policy where room type is no longer guaranteed? I always carry a printed copy of the original reservation with me just in case there is ever an issue upon check-in. Since it no longer shows the type of room I'm guaranteed, if I don't get a king room I have nothing to fall back on. I don't like it!
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- tker @ mustanggt on Feb 17, 2018 8:58 AM
  That was something as well. On our recent Cabo stay, we had a rate that included certain items-resort credit etc. That didn't show in the reservation-until I couldnt even view that anymore. Only the email had it for viewing-in case there was an issue at check in.
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- erc @ mustanggt on Feb 17, 2018 9:13 AM
  Although Guaranteed Room Type is still listed as a Platinum Benefit, it always gave Marriott wiggle room by stating it was "Subject to Availability" (like Late Checkout up to 4 pm or No Blackout, unless there's a blackout), so it's hard to say whether this is a tip off or not. I've seen on several occasions wording to the effect of "unless your reservation states King Bed it is not guaranteed (most recently Richmond, Short Pump Va. Marriott).
  
  This is how we lost Early Check In (and newspaper - local or national) on our profile as well as the Virtual Concierge - they just slipped away,
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  - mustanggt @ erc on Feb 18, 2018 9:34 AM
    Hi erc. As I read the T&C's, bed type IS guaranteed at hotels in the US and Canada. If the guarantee is not met, then compensation is due. Outside of the US and Canada it says that bed type is subject to availability. Am I reading this incorrectly?
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    - erc @ mustanggt on Feb 18, 2018 11:49 AM
      You have it right - my apologies for any confusion. Under Plat Benefits it states
      Guaranteed Room Type
      Guaranteed priority for your request. Subject to availability
      Learn more (and when clicking on learn more it takes you to your language stating in effect only outside of US is it based on availability). I have read a handful of cases where even in the US lodgers needed to battle for compensation due to the somewhat vague language, used as a defense by the hotel (as well as, how does Marriott explain the Richmond Short Pump property making up their own rules). I was trying to point out (although not effectively) that often outlier procedures that initially appear 'weird' (Reservations in Progess) sometimes become policy and we'd better keep an eye out. We first started seeing extended cancellation policies at specific properties and then it became nationwide - etc.
      
      Global - yes, I'm fully aware of either requesting Early Check in or just showing up and receiving it (as well as your good point about always using the email confirmation). I was just demonstrating how things disappear on the profile, I no longer see a line item for it ("lost on our profile").
      
      The issue on Late Checkout (if you meant to address it to me, most folks know how far away I am from using mobile) to me is about the language and the availability - not the request process. Operators are standing by 24/7 for anyone interested in debating the definition of Guarantee.
      
      As far as newspapers, similarly, disappearance from profile without any communication. But on a bigger plane of thought, this is exactly why Marriott has the flexibility to adjust benefits as they please without any major fallout. One lodger's pleasure is another lodger's headache, nuisance, or trivial accessory.
      
      Even as far as sign in issues or scores of others that come across the forum, we will always (and I seldom use absolutes) have the folks that write in and inform us that they haven't had any issues. I've got no beef, it's the way it is and always going to be. A customer base as diverse as the world's leader is going to have a plethora of viewpoints, which in many ways neutralizes all the points of view.
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  - globaltreker @ erc on Feb 18, 2018 10:11 AM
    You can always request late checkout at anytime during your stay, you don't have to let them know as early as mobile check-in time. I have even called 5 minutes before checkout and requested the 4 PM time.
    
    The early check-in request has never gone away. You can always request it. Especially useful for early arrival in Europe or Asia. If its too early like landing in London at 6AM, well you can just rent a room for the day until your reservation is available or use the hotel at the Airport if available.
    
    I'm glad they got rid of the newspaper delivery. It was an unnecessary cost burden to the property. Virtually every news media outlet in the world is available on-line with immediate access. The Wall Street was the only one that was any good in for me, I have it online now as a paid service.
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- verysuiteboy @ mustanggt on Feb 18, 2018 8:58 AM
  mustanggt I noticed my King Bed not showing up on several reservations, as well. So I went back to “edit” room type & selected King, then it saved it as guaranteed.
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  - globaltreker @ verysuiteboy on Feb 18, 2018 10:00 AM
    Additional recommendation: Check your automatic profile settings. Mine is set to King but When I travel with family, I like the option at reservation time to edit for a two queen configuration. Very handy feature.
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globaltreker Feb 18, 2018 9:57 AM
This is not normally an issue since when the reservation is initially confirmed an email is provided with all the information you are looking for (i.e. rate details, rules, cancellation policy, room, etc.).

I find the email to be a much better and powerful tool than having to go back into to the website and review. Here are some benefits I have experienced with the email over the Marriott website:

1. Available offline (no internet needed) without having to log into Marriott Account (very handy in China, on an Airplane/Cruise ship, and elsewhere where internet access can be limited, costly, or time consuming)
2. Automatically added to my Google Calendar with all the information. Its just there. No Marriott lookup needed!
3. Facilitates Uber integration for transport directly from my calendar. Amazing productivity for seamless transportation.
4. Allows to set automatic reminder (google task/event) to review reservation prior to cancellation window expiration. Wow this has saved me countless times!
5. Email allows direct integration with Marriott Moments to purchase activities and events in location. Cool feature to explore while you are in trip pre-planning or in route and the crews says "What's next?"
6. Email allows direct access to modification/cancellation of reservation. Very Handy indeed..
7. Email provides direct telephone numbers to call for assistance (handy when outside of home country). No fumbling to lookup local/regional phone numbers or calling collect.
8. Email allows me to share reservation easily with anyone without having to access my account. Very efficient when multiple parties are involved.
9. Email allows direct meeting/conference integration with Google Hangouts. This is a great feature that can be used for all sorts of things like scheduling help for my kids with homework, sharing my surroundings with family/friends, having a business meeting, etc.
10. Email allows for Analytics to be derived from all my reservations. This is especially helpful when I am interested in looking up what I paid for a reservation 3 years back at a specific property. Also, easily tracks spends on lodging without the need of banking information.
11. Email automatically generates a Google Trip where I can log my dinner reservations, saved places when I am in Discover mode, and plan activities. From here you can link all your pictures and videos from your stay or trip. Automatic memory lane to share!
12. Email allows Google Maps to search from hotel property and the local area instantly. No extra steps or swipes needed! I just works.

Try looking up your rate or cancellation policy information from your Marriott account while at the front desk to a Chinese Hotel? Believe me, the email is better, faster, and it even gives me the rate in local currency!

All of these email benefits makes the "In Progress" for a reservation on the Website not a big deal to me.
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- tker @ globaltreker on Feb 18, 2018 4:15 PM
  While I agree with everything you said, the situation I encountered this week showed point activity that shouldnt have taken place. However, I couldn't see the reservation online and verify anything that was going on. I had to call in and get it sorted-which was needed anyway, but I don't think the information on a reservation should ever be blocked from viewing. I usually do use the email to check info, but there is no reason to hide it from view on the website.
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  - globaltreker @ tker on Feb 18, 2018 10:49 PM
    1. Do you suspect someone hacked your account? "Point activity that shouldn't have taken place"?
    2. How did you observe this point activity?
    3. When did you observe the activity? during your stay or after completion?
    
    I can only see point activity from my account activity once a reservation is completed and points are posted which is separate from a reservation transaction.
    
    4. Are you saying that an 'In-Progress" reservation was not being displayed during your stay?
    5. What did Marriott tell you needed sorting during your call?
    6. When you say the reservation was being blocked did you mean unable to display or retrieve?
    7. How did you try to bring up the reservation?
    8. Did you try to recall it using the emailed confirmation number? or did you just not see it displayed on your list?
    9. Did you try retrieving it using the Reservation Lookup feature? Was it not found in the database?
    
    Its entirely possible that you didn't see the reservation in your list because it was not sorted correctly. Other members have mentioned this issue in the recent past.
    
    10. Did you try to retrieve your reservation using mobile?
    11. Did you check the Upcoming and Cancelled tab lists to see if your reservation was listed there instead?
    
    I don't think the Website hides anything unless its normal intended function given a specific use case. Maybe its a bug, user error, or something else.
    
    I'm not sure we can help much further without speculating what happened. Too many unanswered questions. If you could be a bit more specific then maybe a root cause can be determined.
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    - tker @ globaltreker on Feb 19, 2018 8:05 AM
      I saw the reservation. No details. The hotel had canceled a 5 night TP certificate and it vanished and pulled 180K points from my account day before arrival. I realized it when I got an email from MR about the deduction from my account. I was then unable to view the reservation because it was "in progress". The reservations were sorted correctly. This is all in my original post. I spoke to Marriott, they said the "in progress" is happening now when the property assigns rooms.
      
      I am not going to argue this with you. The bottom line is, regardless of other ways to see information...email is not real time. And inputting the reservation number showed in progress too, the details....rate, room etc should NEVER be hidden from customer view in the reservation list.
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      - verysuiteboy @ tker on Feb 19, 2018 9:01 AM
        I agree. Reservation details should always be viewable. There’s no reason that just because a reservation shows as “in progress” (even though it isn’t), the particulars can’t be shown concurrently!
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      - globaltreker @ tker on Feb 19, 2018 9:44 AM
        Glad you got this sorted.
        
        Ok, so that's a good piece of information that Marriott passed along (if its accurate); Room Assignment triggers --> "In-Progress" state of a reservation record. I'm not sure it works that way exactly but now that we have this info we can test this theory out.
        
        I would have thought the trigger to be a change of record state from something like "Upcoming" to "Checked-In" via mobile device or physical check-in at lobby or something similar.
        
        My understanding is that room assignments can be made several days prior to arrival depending on site policies/practices. If this is the case, its entirely plausible for your use case to experienced by many other guests as well.
        
        It also may be just something automatic that the software does when the date of your check-in has arrived without any external input from a human. This is the way I think it works today.
        
        Lets test this out and see if we can decode exactly when the reservation record transitions into the "In-Progress" state and report back our findings. That way, we can help other guests with potentially similar concerns.
        
        Thanks for the additional info.
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      - crashrit @ tker on Feb 20, 2018 8:04 PM
        Its like American Airs "Time to checkin for your flight" emails - always come 5 hours after the 1 day before mark.. Sucks.
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        globaltreker @ crashrit on Feb 20, 2018 9:13 PM
        Well I understand your point, it happen to me as well, but receiving that email synchronized on-time for your 24 check-in is a pretty complex undertaking involving tens of processes, loads of intermediary paywalls, your service provider, and the world-wide web or interconnections.
        
        I set a reminder on my own especially when I want desperately to get on the Airport upgrade list for that 15 hour flight to Hong Kong.
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painedplatinum Feb 18, 2018 12:24 PM
I’ve been “In Progressed” two of last three reservations. It feels like we’ve hopped in a van that wasn’t the airport shuttle after all.....right before they slip the hood over your head. “Don’t worry, you don’t need to see the details”
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- globaltreker @ painedplatinum on Feb 18, 2018 1:52 PM
  That's dark! I like it. Could be a nice trailer for another Taken thriller.
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