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 18, 2019, 12:18 am
#1771
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,472
I am not sure if this is the right thread to ask this question. Sorry if it should be posted elsewhere.
Just got my LT Titanium package, a brochure inside has the following language:
"It's easier than ever to earn and redeem points for Free Night Awards with no blackout dates. You can also use points to upgrade to a suite or room with a view..."
Does any one know how to use points to upgrade?
Just got my LT Titanium package, a brochure inside has the following language:
"It's easier than ever to earn and redeem points for Free Night Awards with no blackout dates. You can also use points to upgrade to a suite or room with a view..."
Does any one know how to use points to upgrade?
Nov 18, 2019, 12:46 am
#1772
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
I am not sure if this is the right thread to ask this question. Sorry if it should be posted elsewhere.
Just got my LT Titanium package, a brochure inside has the following language:
"It's easier than ever to earn and redeem points for Free Night Awards with no blackout dates. You can also use points to upgrade to a suite or room with a view..."
Does any one know how to use points to upgrade?
Just got my LT Titanium package, a brochure inside has the following language:
"It's easier than ever to earn and redeem points for Free Night Awards with no blackout dates. You can also use points to upgrade to a suite or room with a view..."
Does any one know how to use points to upgrade?
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Nov 18, 2019, 1:37 am
#1773
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,824
Members may use Points during their stay to redeem an "Instant Redemption Award", to apply as a credit against their room folio upon check-out. For more information, please refer to the dedicated Instant Rewards Website.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Nov 18, 2019, 2:05 am
#1774
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
Thank you for the quick response. The website gives a table on how to use points to replace cash in paying the room, at a rate of 0.4 cents per point (while selling points at three times the price to us). It did not say anything about using points to upgrade a room to a suite.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Nov 18, 2019, 11:43 am
#1775
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
I modified a reservation with SNA applied, lower rate. My SNA were detached from the reservation and not returned to my account, so I wasn't able to reapply the SNA to the modified reservation. I called after 5 days and agent was unable to locate the missing SNA so he finally opened a case and told me to wait for 7-10 days.
This is ridiculous.
This is ridiculous.
Nov 18, 2019, 12:06 pm
#1776
Join Date: Dec 2008
Location: South Korea
Posts: 1,168
Is there a place in your marriott account where you can see how many SNAs you have?
I just hit titanium and have chosen 5 SNAs as my gift... so far I did not get any confo email, I cannot seem to apply SNAs to my existing reservations and nowhere on my account is there any hint of the SNAs having been credited... (as far as I can see).
I just hit titanium and have chosen 5 SNAs as my gift... so far I did not get any confo email, I cannot seem to apply SNAs to my existing reservations and nowhere on my account is there any hint of the SNAs having been credited... (as far as I can see).
Nov 18, 2019, 12:16 pm
#1777
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
Is there a place in your marriott account where you can see how many SNAs you have?
I just hit titanium and have chosen 5 SNAs as my gift... so far I did not get any confo email, I cannot seem to apply SNAs to my existing reservations and nowhere on my account is there any hint of the SNAs having been credited... (as far as I can see).
I just hit titanium and have chosen 5 SNAs as my gift... so far I did not get any confo email, I cannot seem to apply SNAs to my existing reservations and nowhere on my account is there any hint of the SNAs having been credited... (as far as I can see).
Nov 18, 2019, 12:28 pm
#1778
Join Date: Dec 2008
Location: South Korea
Posts: 1,168
I don't see it on mine. I must not have it. Just went back into the Annual Choice Benefit link and it says Five Suite Night Awards is confirmed......
How long does it normally take people to have it credited after selecting it? I always thought this was immediate (like it was for me when I chose it for plat gift).
Nov 18, 2019, 1:04 pm
#1779
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
I modified a reservation with SNA applied, lower rate. My SNA were detached from the reservation and not returned to my account, so I wasn't able to reapply the SNA to the modified reservation. I called after 5 days and agent was unable to locate the missing SNA so he finally opened a case and told me to wait for 7-10 days.
This is ridiculous.
This is ridiculous.
It's too late for you now, but in the future, whenever canceling anything with Marriott, always detach the SNA (or free night certificate) before cancelling the reservation. The SNA/cert will be returned to your account immediately.
I had an experience a couple of weeks ago where a hotel cancelled my reservation (it was one of the options I had suggested, but didn't think they would pick that one). My SNA wasn't returned until the following day. When I make my own cancellations (by first detaching the SNA), I always get it back immediately.
In your case, I would contact the Lurkers to see if they can expedite things. At this rate, I'd say your SNA isn't coming back.
Nov 18, 2019, 1:10 pm
#1780
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
Thank you.
I don't see it on mine. I must not have it. Just went back into the Annual Choice Benefit link and it says Five Suite Night Awards is confirmed......
How long does it normally take people to have it credited after selecting it? I always thought this was immediate (like it was for me when I chose it for plat gift).
I don't see it on mine. I must not have it. Just went back into the Annual Choice Benefit link and it says Five Suite Night Awards is confirmed......
How long does it normally take people to have it credited after selecting it? I always thought this was immediate (like it was for me when I chose it for plat gift).
Nov 18, 2019, 9:03 pm
#1781
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,778
Nov 19, 2019, 7:57 am
#1782
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
I've mentioned it a few times, but perhaps I should add it to the wiki. Does anyone read the wiki?
It's too late for you now, but in the future, whenever canceling anything with Marriott, always detach the SNA (or free night certificate) before cancelling the reservation. The SNA/cert will be returned to your account immediately.
I had an experience a couple of weeks ago where a hotel cancelled my reservation (it was one of the options I had suggested, but didn't think they would pick that one). My SNA wasn't returned until the following day. When I make my own cancellations (by first detaching the SNA), I always get it back immediately.
In your case, I would contact the Lurkers to see if they can expedite things. At this rate, I'd say your SNA isn't coming back.
It's too late for you now, but in the future, whenever canceling anything with Marriott, always detach the SNA (or free night certificate) before cancelling the reservation. The SNA/cert will be returned to your account immediately.
I had an experience a couple of weeks ago where a hotel cancelled my reservation (it was one of the options I had suggested, but didn't think they would pick that one). My SNA wasn't returned until the following day. When I make my own cancellations (by first detaching the SNA), I always get it back immediately.
In your case, I would contact the Lurkers to see if they can expedite things. At this rate, I'd say your SNA isn't coming back.
I thought I knew how to use SNA from SPG years and did not expect MB IT to be so inept.
Nov 20, 2019, 12:08 am
#1783
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,682
just had 3 sna clear for an upcoming stay in nyc....this is the first time in over a dozen attempts that i'm managed to get an upgrade via sna in nyc....
Nov 20, 2019, 1:01 pm
#1784
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,206
Just had multiple SNA attempts at 3 different hotels in New Orleans not clear. I had set up a few different options and selected SNA for each reservation, and nothing got confirmed on any of them. Pretty sad.
Nov 22, 2019, 8:12 am
#1785
Join Date: Jan 2019
Location: Minneapolis
Programs: DL DM, IHG Spire, Marriott Platinum, National EE
Posts: 318
Mind if I ask roughly how long your stay was? We have a five-night stay booked on points in a base room in January, on which I'd love to apply SNAs. Being high season, I'm not sure what our chances will be. I won't renew at platinum until Dec. 14, so earliest I can apply them will be around 2.5 weeks in advance.