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
Oct 21, 2018, 2:40 pm
#196
Join Date: Feb 2005
Location: Germany
Programs: TK elite+(*gold), Marriott Lifetime Platinum, HH Diamond, IHG Diamond, (Ex-Hyatt Diamond/Globalist)
Posts: 220
That's how it always was with any other chain
I've had terrible difficulty using my suite night awards this year at both legacy Marriott and SPG properties. As a result, I'm rolling into the end of the year and anticipate that I'll have 5 unused SNAs that expire on December 31. It seems that most of the properties I'm staying at don't honor the upgrade requests. I'm starting to see issues with next year's tranche of SNAs too, as have tried to use 2019 SNAs during a slow January week at the St. Regis Aspen and am not even able to make the request (checked with both the property and SPG reservations, who are not able to make the request).
Apparently no sympathy from Marriott either - my email asking for help was returned with "to guarantee a suite, we recommend that you book a paid suite rate." Ho hum, a sign of benefit dillution to come.
It's also baffling to me that we can't gift the SNAs to friends that might be able to use them before they expire. The airlines allow it, so why not Marriott who has so much more inventory to offer?
Apparently no sympathy from Marriott either - my email asking for help was returned with "to guarantee a suite, we recommend that you book a paid suite rate." Ho hum, a sign of benefit dillution to come.
It's also baffling to me that we can't gift the SNAs to friends that might be able to use them before they expire. The airlines allow it, so why not Marriott who has so much more inventory to offer?
The same with Hyatt in the good old days as Hyatt Diamond: Of the 20 times I tried to use a Hyatt SNA, 10 times it did NOT clear, but 8 of those 10 times I got a really nice upgrade on Arrival (usual Diamond Benefit)… So everything you mentioned here is just as it always was with any other chain. I know in a perfect world it would be different, but it's just what do expect and what everyone else with the Benefit delievered.
And I think it is really GOOD that it's NOT possible to send SNAs to friends, otherwise there would be much less upghades for the real Platinums who earned their Status and SNAs. So they should get the Benefit, not someone they know - there are not enough suites for us all, some SPG properties where I often stay for Business had 8 or 15 suites and 40 to 70 platinums visiting per night (BEFORE the Merger...)
Oct 25, 2018, 8:23 am
#197
Join Date: Dec 2009
Location: Montrose, CO
Programs: United 1K MM, Marriott LTPP
Posts: 548
Should I get an email when my suite upgrade clears?
I notice in my reservation that my suite upgrade cleared. I got an email when I applied the upgrade but nothing when it cleared. Should I?
Oct 25, 2018, 8:30 am
#198
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,916
Oct 25, 2018, 3:00 pm
#199
Join Date: Apr 2015
Posts: 25
"Not well" is an understatement. I had a stay last week I tried to use SNAs on. Applied them months in advance. Never got a single email before the stay. Of course once I got there my request was denied.. And too add insult to injury they told me it would take 2 weeks for the SNAs to appear back in my account.
Oh and they expire in December. The only other stay I could have used them in is this week so pretty much SOL.
Oh and they expire in December. The only other stay I could have used them in is this week so pretty much SOL.
Oct 25, 2018, 4:30 pm
#200
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,923
My recent SNA attempt generated a we're working email on day 1 and then a Rest easy. Your reservation has been confirmed note a few days later; examining the latter I saw that I was in a suite.
Oct 26, 2018, 3:29 pm
#203
Join Date: Sep 2017
Location: SJC
Programs: Hilton Diamond, Hyatt Explorist, Bonvoyed Lifetime Gold
Posts: 117
Help me choose SNA asia edition
5 night Suite award.. Any experience of suites at any of the 3 would be appreciated.. I usually do Le Royal Merdian Shanghai and I do get the suite upgrade to Jr. Suite. I normally just do Le Merdian but couldn't pass up the chance for tomorrow Square. Im SPGer No Marriot.. So I figure I would give it a try. If by chance you hate all 3 of these and think my SNA would be better used in BKK, im going there too but haven't booked anything. Any thoughts would be appreciated. In BKK I did SGS last year and the service was ok.. Not talking bad bout them but it was ok.. If I do book anything in bkk (le merdian, westin, 4points) Thank you in advance
Sheraton Taipei
Le Merdian Shanghai
JW Marriott Tomorrow Square
Sheraton Taipei
Le Merdian Shanghai
JW Marriott Tomorrow Square
Oct 26, 2018, 4:10 pm
#204
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
The Le Meridien Bangkok suites are really something - far better than the base SGS suites which I don’t like (and I say this as someone who now only stays at the SGS in BKK).
Afraid I can’t advise on Shanghai - it’s one of a relatively small number of cities around the world where I found the SPG options underwhelming given all the alternatives.
Afraid I can’t advise on Shanghai - it’s one of a relatively small number of cities around the world where I found the SPG options underwhelming given all the alternatives.
Oct 26, 2018, 11:34 pm
#205
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
I finally bite and merged my account tonight. Before merging my points, the web shows Points, Nights, Upcoming reservations, suite night awards, travel certs, all correct.
After merging the web shows only the correct points and nights, All other information from old SPG account missing. Previous reservations all disappeared, no where can I find SNAs, etc.
I used previous SPG confirmation number to find previous reservations, but they are still not counted in my forthcoming trips.
I would appreciate knowing where to look for SNA and lifetime miles. Thanks in advance.
After merging the web shows only the correct points and nights, All other information from old SPG account missing. Previous reservations all disappeared, no where can I find SNAs, etc.
I used previous SPG confirmation number to find previous reservations, but they are still not counted in my forthcoming trips.
I would appreciate knowing where to look for SNA and lifetime miles. Thanks in advance.
Oct 27, 2018, 6:26 am
#206
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I finally bite and merged my account tonight. Before merging my points, the web shows Points, Nights, Upcoming reservations, suite night awards, travel certs, all correct.
After merging the web shows only the correct points and nights, All other information from old SPG account missing. Previous reservations all disappeared, no where can I find SNAs, etc.
I used previous SPG confirmation number to find previous reservations, but they are still not counted in my forthcoming trips.
I would appreciate knowing where to look for SNA and lifetime miles. Thanks in advance.
After merging the web shows only the correct points and nights, All other information from old SPG account missing. Previous reservations all disappeared, no where can I find SNAs, etc.
I used previous SPG confirmation number to find previous reservations, but they are still not counted in my forthcoming trips.
I would appreciate knowing where to look for SNA and lifetime miles. Thanks in advance.
Oct 27, 2018, 6:49 am
#207
Join Date: Sep 2017
Location: SJC
Programs: Hilton Diamond, Hyatt Explorist, Bonvoyed Lifetime Gold
Posts: 117
The Le Meridien Bangkok suites are really something - far better than the base SGS suites which I don’t like (and I say this as someone who now only stays at the SGS in BKK).
Afraid I can’t advise on Shanghai - it’s one of a relatively small number of cities around the world where I found the SPG options underwhelming given all the alternatives.
Afraid I can’t advise on Shanghai - it’s one of a relatively small number of cities around the world where I found the SPG options underwhelming given all the alternatives.
Thanks for the advice Pete. I know there's a huge fan base for SGS here, and honestly there are a ton of things that make the SGS awesome. The pool is literally a paradise within a concrete jungle. SGS main selling point to me is the convenience. BTS in 30 seconds. I just didn't have a experience last time that I feel was worth the price. It's kinda sad, I wanted to love it but instead it was ok. My only concern about bkk Le merdian is the distance. I know it's close to mrt but it doesn't seem that close to many things. I'm going to think about it.
Oct 28, 2018, 9:32 pm
#208
Join Date: Dec 2002
Location: Springfield,MO,USA
Programs: UA 1K MM, HH Diamond, Marriott Lifetime Titanium
Posts: 1,604
Thanks to Starwood Lurker / spgchampion
Reporting back that Christina was able to apply my SNA's.
Thanks
Thanks
Hi u600213,
If you could provide your reservation details to us via private mail here or by email below, we are happy to help look into this for you.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
If you could provide your reservation details to us via private mail here or by email below, we are happy to help look into this for you.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
Nov 1, 2018, 10:05 pm
#209
Join Date: Oct 2009
Posts: 502
I really dont understand the SNA system. Im waiting for 5 nights to clear starting this weekend and they still have not. I can reserve the suite for cash or points in a new reservation (states "almost sold out" though). I suppose the room type could be over sold. If the system is checking every day for 5 days before checkin, what exactly is it looking for if the room is available? Is it hoping it eventually sells out so it can simply fire off a SNA failure email and call it a day?
Nov 2, 2018, 6:03 am
#210
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 really dont understand the SNA system. Im waiting for 5 nights to clear starting this weekend and they still have not. I can reserve the suite for cash or points in a new reservation (states "almost sold out" though). I suppose the room type could be over sold. If the system is checking every day for 5 days before checkin, what exactly is it looking for if the room is available? Is it hoping it eventually sells out so it can simply fire off a SNA failure email and call it a day?
