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
Nov 7, 2019, 1:22 am
#1726
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,698
that seemed misleading since the available rate was around $70 a night whereas i have paid much higher rates at this property....out of curiosity, i called the hotel to ask if i could block a large number of rooms for an event....i was connected to their reservation department & i asked them how many rooms were available for 2 nights (the night before & the night of my stay)....they quickly confirmed that this was low season & they would be able to offer me 50-60 rooms for both nights....i thanked them for the information & told them i needed more rooms so i wouldn't be interested....
doesn't seem like 'high occupancy levels' to me....both the your24 & sna programs are broken....marriott just doesn't seem to care....i currently have 7 out of 10 suite nights still in my account....all seven expire at the end of the year....i've now requested them for upcoming stays where i don't really need to use them but i have no choice since they all expire in a couple of months....
Nov 7, 2019, 10:03 am
#1727
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,523
Tip
When you want to cancel a reservation with an SNA attached, always detach the SNA first. It will go back into your account immediately.
If you cancel the reservation without detaching the SNA it could take hours/days for it to be returned. I always detach first, but yesterday a hotel canceled one of my reservations with an SNA attached (which I wasn't expecting them to do, but it was one of the options I had suggested so was fine with me). It took over 12 hrs for the SNA to be returned to my account.
If you cancel the reservation without detaching the SNA it could take hours/days for it to be returned. I always detach first, but yesterday a hotel canceled one of my reservations with an SNA attached (which I wasn't expecting them to do, but it was one of the options I had suggested so was fine with me). It took over 12 hrs for the SNA to be returned to my account.
Nov 7, 2019, 10:06 am
#1728
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,520
When you want to cancel a reservation with an SNA attached, always detach the SNA first. It will go back into your account immediately.
If you cancel the reservation without detaching the SNA it could take hours/days for it to be returned. I always detach first, but yesterday a hotel canceled one of my reservations with an SNA attached (which I wasn't expecting them to do, but it was one of the options I had suggested so was fine with me). It took over 12 hrs for the SNA to be returned to my account.
If you cancel the reservation without detaching the SNA it could take hours/days for it to be returned. I always detach first, but yesterday a hotel canceled one of my reservations with an SNA attached (which I wasn't expecting them to do, but it was one of the options I had suggested so was fine with me). It took over 12 hrs for the SNA to be returned to my account.
Nov 7, 2019, 10:16 am
#1729
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,783
Nov 7, 2019, 6:19 pm
#1732
Join Date: Apr 2015
Posts: 217
So, I believe that part of the issue is, as of late, is that everyone is using their SNAs (or trying to use them) toward the end of the year so we don't lose them.
I was denied this week, and have made a request for next week, but it wouldn't surprise me if I got denied again.
I will say though, that the hotel I was at this week was packed to the gills. And I didn't make the request until a month ago, maybe some made theirs earlier.
Of course, all that does not explain why people have trouble getting them in the beginning of the year.
I was denied this week, and have made a request for next week, but it wouldn't surprise me if I got denied again.
I will say though, that the hotel I was at this week was packed to the gills. And I didn't make the request until a month ago, maybe some made theirs earlier.
Of course, all that does not explain why people have trouble getting them in the beginning of the year.
Nov 8, 2019, 1:17 am
#1733
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,096
have a stay coming up next week where i asked for an 8am your24 check-in....my ambassador sent in the request & didn't hear back for over a week....i asked her to follow up & the property finally denied the request stating that there are high occupancy levels so they cannot offer the early check-in....
that seemed misleading since the available rate was around $70 a night whereas i have paid much higher rates at this property....out of curiosity, i called the hotel to ask if i could block a large number of rooms for an event....i was connected to their reservation department & i asked them how many rooms were available for 2 nights (the night before & the night of my stay)....they quickly confirmed that this was low season & they would be able to offer me 50-60 rooms for both nights....i thanked them for the information & told them i needed more rooms so i wouldn't be interested....
doesn't seem like 'high occupancy levels' to me....both the your24 & sna programs are broken....marriott just doesn't seem to care....i currently have 7 out of 10 suite nights still in my account....all seven expire at the end of the year....i've now requested them for upcoming stays where i don't really need to use them but i have no choice since they all expire in a couple of months....
that seemed misleading since the available rate was around $70 a night whereas i have paid much higher rates at this property....out of curiosity, i called the hotel to ask if i could block a large number of rooms for an event....i was connected to their reservation department & i asked them how many rooms were available for 2 nights (the night before & the night of my stay)....they quickly confirmed that this was low season & they would be able to offer me 50-60 rooms for both nights....i thanked them for the information & told them i needed more rooms so i wouldn't be interested....
doesn't seem like 'high occupancy levels' to me....both the your24 & sna programs are broken....marriott just doesn't seem to care....i currently have 7 out of 10 suite nights still in my account....all seven expire at the end of the year....i've now requested them for upcoming stays where i don't really need to use them but i have no choice since they all expire in a couple of months....
If you would like us to follow up this case and forward it to your Ambassador for information, please PM us your name, contact way and confirmation number.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
Nov 8, 2019, 7:16 am
#1734
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
Well I am now 1 for 7 in SNA requests.
Just got turned down by the Renaissance Washington DC Downtown Hotel for the THIRD time this year. And not even for a suite, just for a very large room, more like a studio suite. The room is available for sale. I know the SNA pool is different from what is available for sale, but still......
Just got turned down by the Renaissance Washington DC Downtown Hotel for the THIRD time this year. And not even for a suite, just for a very large room, more like a studio suite. The room is available for sale. I know the SNA pool is different from what is available for sale, but still......
Nov 8, 2019, 11:21 am
#1735
Join Date: Aug 2015
Programs: Virtuoso Luxury Travel Agent; Bonvoy Titanium Elite; Hilton Diamond
Posts: 665
If you book a stay 4 nights before arrival, and apply a SNA, how does the SNA process work? Applied the SNA two hours ago, so no instant confirmation or anything
Nov 8, 2019, 4:33 pm
#1737
Join Date: May 2002
Location: PDX
Programs: AA LT Plat, Bonvoy LTTit
Posts: 295
My recent experience
I am LTT:
Lisbon yes
Porto no
westin Dc, yes
madrid airport yes
madrid Westin palace, no
westin palace and Porto were both sold out so, probably ambassadors or people who checked in first, who knows. I had ten, have used 8, feel like that is a win?
Lisbon yes
Porto no
westin Dc, yes
madrid airport yes
madrid Westin palace, no
westin palace and Porto were both sold out so, probably ambassadors or people who checked in first, who knows. I had ten, have used 8, feel like that is a win?
Nov 10, 2019, 9:59 am
#1738
Join Date: Feb 2009
Location: EWR
Programs: UA: Platinum, Marriott: Platinum
Posts: 108
Had my first experience trying to use these awards this weekend. It went well, I suppose, though it didn't necessarily go the way it was supposed to.
We had a reservation at the Equinox in Vermont and applied the suite nights. The request was denied, apparently because the property is completely sold out. That isn't a huge surprise -- autumn weekends in Vermont are popular. I do believe that at one point, every single room was booked.
Anyway, the three suite nights were returned to my account. Yet, when I checked in Friday night, we were upgraded to a lovely bi-level suite -- one of the options i had tried to apply the suite night awards to. I'm not sure if my Ambassador stepped in or we just got lucky, but we ended up in a suite without even having to use the awards. I still have five, and I suspect they will expire before I can use them. Oh well.
We had a reservation at the Equinox in Vermont and applied the suite nights. The request was denied, apparently because the property is completely sold out. That isn't a huge surprise -- autumn weekends in Vermont are popular. I do believe that at one point, every single room was booked.
Anyway, the three suite nights were returned to my account. Yet, when I checked in Friday night, we were upgraded to a lovely bi-level suite -- one of the options i had tried to apply the suite night awards to. I'm not sure if my Ambassador stepped in or we just got lucky, but we ended up in a suite without even having to use the awards. I still have five, and I suspect they will expire before I can use them. Oh well.
Nov 10, 2019, 3:21 pm
#1739
Join Date: Aug 2008
Location: San Francisco
Programs: AA EXP; Marriott BonVoy Titanium Elite, Marriott LT Plat.
Posts: 1,717
I just received confirmation that my last 3 SNA were applied to W HKG reservation at the 5 day mark prior to checking in. The upgrade from wonderful room to Marvelous Corner Suite works for me!! All ten of my 2019 SNA has been gobbled up by this hotel.
Nov 10, 2019, 3:28 pm
#1740
Join Date: Jul 2008
Location: DFW
Programs: Hyatt Globalist, HH Diamond, Marriott Titanium/Lifetime Platinum, AA EXP, UA Gold
Posts: 719
Received 2 SNA upgrades for the St. Regis DC this weekend about 5 days out. Was confirmed from a standard room into a lovely St. Regis suite. I have more to use for the year. Le Meridien Barcelona isn't offering the option to use them, so maybe we'll trying use them in Italy over the December holidays.