Dec 19, 2018, 10:39 am
Last edit by: RedSun
IF YOU HAVE A PREPAID RATE, PLEASE READ THIS WIKI!
Recommended SNA Best Practices:
- According to the Marriott Lurkers in this forum (see post #220 in this thread), as confusing as it sounds, the SNA system is separate from the reservation system, so if a suite is showing as currently unavailable or available on the website, that does not necessarily mean it is currently unavailable or available for SNAs.
As of March 2019, there is an IT bug on Marriott's website that prevents SNAs from being applied to many if not all prepaid reservations. One member has identified a workaround that enables you to "trick" the website into allowing you apply SNAs to prepaid reservation. Several members have reported success using this workaround to apply SNAs to their prepaid reservations. Hopefully Marriott will fix this IT bug in the near future.- After SNAs are redeemed, they are removed from member's account. But they are in pending mode and will only be processed (confirmed or denied) about one week (normally 5 days) prior to actual stay. Any change to the reservation during this pending period may detach the SNAs. Check with reservation agent again to have SNAs re-attached again.
- After SNAs get cleared and confirmed, they are locked with the reservation. Any further changes to the reservation may break the confirmed SNAs. It is a hazard to ask agent to process SNAs again since the SNA processing window is closing
- If your SNA clears, be sure to take a screen shot of what suite category you are assigned in the app and be prepared to show this to the front desk at check-in. Several members have reported being confirmed in certain suite categories when there SNAs have cleared or during mobile check-in only to be assigned lower a category room at check-in. Members who have taken screenshots of their initial SNA assignments have had success in getting properties to honor those original assignments after initially getting assigned inferior rooms at check-in.
- If you are assigned a lower category of room than any of the options offered during the SNA application process and/or if the hotel refuses honor the representations they made at any point during the SNA process, be sure to submit a formal complaint to Marriott and ask for your SNAs used during your stay to be reinstated. If you have followed the screenshot best practice, your screenshot should go a long way towards getting Marriott to eventually refund your SNA, although it may take a long time for customer service to process your request.
Non-Participating Brands:
Not all hotels participate in Suite Night Awards. Suite Night Awards are not redeemable at the following brands (subject to change at any time; see Marriott Bonvoy Terms and Conditions for full details): The Ritz-Carlton®, Protea Hotels®, Aloft®, Element®, Design Hotels™, all-suite hotels, Marriott Executive Apartments®, Marriott Vacation Club®, EDITION®, Ritz-Carlton Reserve®, The Ritz-Carlton Destination Clubs® and Marriott Grand Residence Club properties. In addition, Suite Night Awards are not redeemable at select Participating Properties. Contact Member Support for individual hotel Suite Night Award participation.From post # 220.
The system is not checking what is available for sale at any marriott.com web site, so you should not be using the web sites as a guide for what is and is not available for SNA approval.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
FOR ANYONE TRYING TO ADD SNAs TO PRE-PAID NONREFUNDABLE BOOKINGS THAT MARRIOTT IT
CURRENTLY DOESN’T SEEM TO ALLOW, HERE IS A WORK-AROUND. GOOD LUCK!
https://www.flyertalk.com/forum/30575978-post541.html
All, I believe that I've found a way of getting around Marriott's IT issue where SNA's cannot be used on advance purchase rates. It takes advantage of another error in the Marriott IT system (go figure) where changes in different windows are not handled properly. It seems to work for me - would be great if someone else can confirm.
For this to work, in addition to a pre-paid reservation where SNAs are disabled you need a rate at a hotel where SNA's are eligible - so go book a bog-standard fully flex rate at your local Westin or whatever which you can cancel later if you don't currently have any flexible rates booked.
Log in to Marriott.com and click on "My Trips" (obviously this won't work for people whose trips are still not showing). Open "View/ Modify" in a new browser window/ tab on the flexible reservation first, and then open "View/ Modify" in the non-refundable reservation in another new window/ tab. Go back to the flexible reservation and click on "Start Upgrade Request" and it should take you to a webpage for the pre-paid reservation where you can finally select your SNAs.
For this to work, in addition to a pre-paid reservation where SNAs are disabled you need a rate at a hotel where SNA's are eligible - so go book a bog-standard fully flex rate at your local Westin or whatever which you can cancel later if you don't currently have any flexible rates booked.
Log in to Marriott.com and click on "My Trips" (obviously this won't work for people whose trips are still not showing). Open "View/ Modify" in a new browser window/ tab on the flexible reservation first, and then open "View/ Modify" in the non-refundable reservation in another new window/ tab. Go back to the flexible reservation and click on "Start Upgrade Request" and it should take you to a webpage for the pre-paid reservation where you can finally select your SNAs.
The link for selecting your benefit:
https://choice-benefit.marriott.com/
How to cancel an Award request:
Suite Night Award requests may be canceled until 2 p.m. local hotel time the day before you arrive, as long as the Awards have not already been confirmed for use on a reservation. Once your Awards have been confirmed, you must cancel the entire reservation to receive credit back for all the Awards; however, after 2 p.m. local hotel time the day before you arrive, a reservation cancellation will result in the forfeiture of all Suite Night Awards applied to the entire reservation. This is in addition to any other cancellation fees applicable to the reservation itself.NOTE: Always detach the SNA before cancelling a reservation. It's the only way to ensure your SNA is returned to your account immediately. Otherwise, you could be waiting hours/days to see your SNA again.
FAQ : Suite Night Awards - SNA - questions and discussion thread
Sep 25, 2019, 3:08 pm
#1576
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,038
Funny thing, a couple months ago 4 SNA was taken from my account because an agent applied them manually for another members SNA request ... When MB finally managed to credit them back they managed to give me 4*2=8 SNA back ...makes you wonder how many manual steps are performed at back end at MB....
Sep 25, 2019, 3:18 pm
#1577
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
I have a simple question that I couldn't find the answer to, though it's probably been discussed ad nauseum - sorry for that in advance.
I have an upcoming stay where I want to use a few SNAs, but when I go to request, not all the offerings are suites, a couple are just slightly upgraded rooms. If I choose both the suite option and the room option, assuming both are available when the SNA clears, will it automatically give me the best of what's available? Or will it just give me the lowest option of what I've selected? I can't imagine it working the latter, but just want to make sure that it will award the best available choice? Thanks!
I have an upcoming stay where I want to use a few SNAs, but when I go to request, not all the offerings are suites, a couple are just slightly upgraded rooms. If I choose both the suite option and the room option, assuming both are available when the SNA clears, will it automatically give me the best of what's available? Or will it just give me the lowest option of what I've selected? I can't imagine it working the latter, but just want to make sure that it will award the best available choice? Thanks!
Lurker answered this in post 1169 above
Quote:Originally Posted by Marriott Bonvoy Lurker
SPG's system would confirm the highest category suite available once the run began. We have no idea if that is still the case or not, but inquiries are being made and if we get an answer, we will come back to update the thread.
Circling back to say that nothing has changed in this regard. The current system will confirm the highest category suite/upscale room type available once the run begins.
https://www.flyertalk.com/forum/31296780-post1169.html
Sep 25, 2019, 3:20 pm
#1578
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Quote:Originally Posted by Marriott Bonvoy Lurker
SPG's system would confirm the highest category suite available once the run began. We have no idea if that is still the case or not, but inquiries are being made and if we get an answer, we will come back to update the thread.
Circling back to say that nothing has changed in this regard. The current system will confirm the highest category suite/upscale room type available once the run begins.
That said, I typically only choose Suites
Sep 25, 2019, 3:28 pm
#1579
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Actually it’s the highest per Lurker
Quote:Originally Posted by Marriott Bonvoy Lurker
SPG's system would confirm the highest category suite available once the run began. We have no idea if that is still the case or not, but inquiries are being made and if we get an answer, we will come back to update the thread.
Circling back to say that nothing has changed in this regard. The current system will confirm the highest category suite/upscale room type available once the run begins.
That said, I typically only choose Suites
Quote:Originally Posted by Marriott Bonvoy Lurker
SPG's system would confirm the highest category suite available once the run began. We have no idea if that is still the case or not, but inquiries are being made and if we get an answer, we will come back to update the thread.
Circling back to say that nothing has changed in this regard. The current system will confirm the highest category suite/upscale room type available once the run begins.
That said, I typically only choose Suites
I also only choose suites that with which I actually would want to burn my SNAs...unless they are approaching expiration.
Oct 1, 2019, 10:01 am
#1580
Join Date: Sep 2013
Posts: 877
Hotels Blocking Access to All Suites for Suite Night Awards?
I have an upcoming stay at The Sheraton El Gouna in Egypt. I figured this would be a great opportunity to use the 5 remaining SNAs in my account. However, the options available are "Deluxe Twin Bed Room" and "Deluxe King Bed Room"; this is the exact same room I booked, but with a better view.
I thought maybe all suites were sold out, but I was wrong! All suites are available: Jr Suites, Executive Suites and Presidential Suite.
Is this a change in the T&C?
Why is it called a Suite Night Award when all you can get is an enhanced room?
I thought maybe all suites were sold out, but I was wrong! All suites are available: Jr Suites, Executive Suites and Presidential Suite.
Is this a change in the T&C?
Why is it called a Suite Night Award when all you can get is an enhanced room?
Oct 1, 2019, 10:24 am
#1581
Join Date: Sep 2001
Location: SJC (AA PLT 2MM - Marriott LTT - Avis Preferred)
Posts: 2,030
That’s one of the downsides in calling it Suite Night Awards: each property can designate a “premium” non-suite room type for this UG pool, especially at a property with a low percentage of suites, and the property believes they can sell most of those suites.
Looks like at this property, you’re only talking 12 suites out of 339 rooms, or < 4%.
That leaves you with, say, better-view or corner rooms to which to upgrade.
Looks like at this property, you’re only talking 12 suites out of 339 rooms, or < 4%.
That leaves you with, say, better-view or corner rooms to which to upgrade.
Oct 1, 2019, 10:26 am
#1582
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
Still, it seems like a weasel move not to put at least the hotel's junior suites into the SNA pool.
Oct 1, 2019, 10:35 am
#1583
Join Date: Sep 2013
Posts: 877
Oct 1, 2019, 11:11 am
#1584
Join Date: Sep 2001
Location: SJC (AA PLT 2MM - Marriott LTT - Avis Preferred)
Posts: 2,030
Try under https://www.marriott.com/loyalty/terms/default.mi, section 4.3.c.vi.A., below the "Platinum Elite 50-Night Annual Choice Benefit Options" table, starting with (bolding mine):
Also note sub-note (10) in this section:
Suite Night Awards may be redeemed for advance confirmable upgrades for select, premium rooms or standard suites on a per room, per night basis, subject to availability and the applicable terms and conditions set forth below for Suite Night Awards
(10) If a Participating Property offers multiple room options for the Suite Night Award, once the suite/premium room option(s) is selected, the selection may be changed until 2 p.m. local time of the Participating Property the day before arrival so long as the Suite Night Award is unconfirmed. Confirmed Suite Night Awards may be canceled up to 2 p.m. local time of the Participating Property one (1) day prior to arrival only if the entire reservation is canceled.
Oct 1, 2019, 11:14 am
#1585
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
I avoid using SNAs at hotels that don't include genuine suites in the SNA upgrade pool and moreover, where possible, I avoid staying in such hotels at all.
Oct 1, 2019, 4:19 pm
#1586
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
That’s one of the downsides in calling it Suite Night Awards: each property can designate a “premium” non-suite room type for this UG pool, especially at a property with a low percentage of suites, and the property believes they can sell most of those suites.
Looks like at this property, you’re only talking 12 suites out of 339 rooms, or < 4%.
That leaves you with, say, better-view or corner rooms to which to upgrade.
Looks like at this property, you’re only talking 12 suites out of 339 rooms, or < 4%.
That leaves you with, say, better-view or corner rooms to which to upgrade.
No hotel has to include any suites in the SNA pool if it participates; every hotel gets to select the rooms it includes. If you don't like that, don't stay at those hotels or don't apply SNAs at those hotels.
Generally, I assume all hotels will hold back their top 5%, sometimes top 10% for luxury hotels, of room./suite inventory, protecting their best rooms and suites for sale. Their upgrade pool therefore won't include those.
No on is surprised when the luxury hotel hold back all of its specialty suites--but those hotels often have 20% of their room count being suites. So they have plenty of lower category suites that they still can offer in their SNA/standard suite pool.
But everyone throws a fit when non-luxury hotels with few suites do the exact same thing--hold back their top rooms and suites. The hotels are being consistent, but everyone throwing a fit are being inconsistent.
This hotel has 327 total rooms, and only 12 suites. That's 3.7% of its room inventory. So holding back the top 5% of its rooms actually means holding back all of its suites. For this Sheraton, even its junior suites are "specialty" relative to its room and suite count.
It's always relative.
Oct 1, 2019, 4:31 pm
#1587
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,480
Although some really excellent properties (e.g., Vana Belle) fall into this category.
Oct 1, 2019, 10:24 pm
#1588
Join Date: Dec 2009
Programs: SPG
Posts: 76
Upgraded to executive suite by SNA for 2 rooms. Do the guests of both rooms enjoy executive benefits, e.g. lounge access? The elite member will of course entitle to this benefit. How about the other room?
Is there any express provision under T&C governing this (I cannot find this)?
Is there any express provision under T&C governing this (I cannot find this)?
Oct 2, 2019, 1:22 am
#1589
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Upgraded to executive suite by SNA for 2 rooms. Do the guests of both rooms enjoy executive benefits, e.g. lounge access? The elite member will of course entitle to this benefit. How about the other room?
Is there any express provision under T&C governing this (I cannot find this)?
Is there any express provision under T&C governing this (I cannot find this)?
Oct 3, 2019, 1:11 am
#1590
Join Date: Jul 2015
Posts: 88
Originally Posted by Marriott T&C's
(8) Suite Night Awards may not be transferred or given as a gift; however, a Member may use Suite Night Awards for additional rooms on his/her own stay as long as the Member is present for the stay and the other rooms are under the Member's name.