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 20, 2020, 6:07 am
#2236
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,320
While giving Marriott feedback is fine, I think it is even more important to give feedback to the individual property. Each property has a lot of discretion in how they operate including MR award redemptions and SNA's. Yes there is a basic framework they have to adhere to be part of the Marriott program and meet brand standards. Never the less there is still a lot of lee way in what a property does or does not do beyond meeting basic brand standards. So by giving each property data on how their policies are affecting their business is crucial to enable them to make good (better) decisions. That doesn't mean elite members will always get what they want; however, it makes it more likely a property will be more generous in order to stay competitive in their local market. Off SoapBox...
--Jon
--Jon
Nov 20, 2020, 11:36 am
#2237
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
The cleared times is vary, from H-5 the day the system start search the availability up to midnight h-1 when the system supposedly already gave up searching
(possible cause might be delayed email)
The one that cleared on the last minute was for Sheraton Melbourne.
They were quite full during the time and also they only have few of the suite type I requested.
They all shown as fully booked in the apps
Nov 20, 2020, 5:31 pm
#2238
Join Date: Feb 2008
Location: US/TYO/LON
Programs: Marriott Titanium; Hyatt Globalist
Posts: 411
You should stay at the one with the guaranteed confirmed upgrade. Maybe you can call the hotel and ask if your SNA will clear or not to get a clear answer? If the answer is no or they are not sure, cancel before the deadline, and go with the hotel that has already confirmed your upgrade. Just give the Marriott feedback that you would have stayed their if the SNA cleared so they know they lost out in potential revenue.
While giving Marriott feedback is fine, I think it is even more important to give feedback to the individual property. Each property has a lot of discretion in how they operate including MR award redemptions and SNA's. Yes there is a basic framework they have to adhere to be part of the Marriott program and meet brand standards. Never the less there is still a lot of lee way in what a property does or does not do beyond meeting basic brand standards. So by giving each property data on how their policies are affecting their business is crucial to enable them to make good (better) decisions. That doesn't mean elite members will always get what they want; however, it makes it more likely a property will be more generous in order to stay competitive in their local market. Off SoapBox...
--Jon
--Jon
"Dear Mr./Ms. Porphyra
Regarding your request of Suite Night Award, the system is not working due to the system error.
We will try to upgrade your room. Please note that upgrade may not be possible depending on room occupancy.
Sincerely,
...."
I mean why even give out SNAs and then worse sit on them for months without telling me that they are unable to process them due to system errors.
Bonvoy'd again!
Nov 20, 2020, 7:51 pm
#2239
Join Date: Jan 2017
Location: Tokyo
Programs: Marriott (Titanium), British Airways (Gold), American Airlines
Posts: 26
Indeed. Thought I would reach out to the hotel just to check and maybe give some feedback. Here is what they said which is astounding, given that I could have probably used these SNAs at a different place since they are a limited commodity.
"Dear Mr./Ms. Porphyra
Regarding your request of Suite Night Award, the system is not working due to the system error.
We will try to upgrade your room. Please note that upgrade may not be possible depending on room occupancy.
Sincerely,
...."
I mean why even give out SNAs and then worse sit on them for months without telling me that they are unable to process them due to system errors.
Bonvoy'd again!
"Dear Mr./Ms. Porphyra
Regarding your request of Suite Night Award, the system is not working due to the system error.
We will try to upgrade your room. Please note that upgrade may not be possible depending on room occupancy.
Sincerely,
...."
I mean why even give out SNAs and then worse sit on them for months without telling me that they are unable to process them due to system errors.
Bonvoy'd again!
Agree with your sentiment though on SNAs... I am already having trouble using the 10 I have, and need to pick the platinum and titanium choices again for this year, but am leaning towards stay credits as I only clear about 25% of SNA requests.
Dec 1, 2020, 2:26 am
#2240
Join Date: Mar 2018
Location: Bangkok
Programs: TG ROP Gold, SQ KF Gold, Marriott Ambassador Elite, Accor ALL Plat., Shangri-La Jade, GHA Plat.
Posts: 127
Hi there,
I checked the FP but can't find any link for the types of rooms available for SNA redemption. Any idea?
I wanted to book one room at the St Regis Bangkok, and was disappointed to notice that the maximum room they'd entertain with SNAs are Junior Suites. There are 9 (!) other suite categories above this junior suites, and I was actually upgraded to a better suite than this junior suite back in March when I was only Platinum (I am now Ambassador).
Thanks!
I checked the FP but can't find any link for the types of rooms available for SNA redemption. Any idea?
I wanted to book one room at the St Regis Bangkok, and was disappointed to notice that the maximum room they'd entertain with SNAs are Junior Suites. There are 9 (!) other suite categories above this junior suites, and I was actually upgraded to a better suite than this junior suite back in March when I was only Platinum (I am now Ambassador).
Thanks!
Dec 1, 2020, 5:56 am
#2241
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,320
The suites (and better rooms) made available for SNA stays varies by property. The only way I know of to check is to book a cancellable dummy reservation and then start the SNA upgrade process to see what is offered. If anyone knows of a way to check without making a reservation, that would be very useful.
--Jon
--Jon
Dec 1, 2020, 9:09 am
#2242
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,478
Hi there,
I checked the FP but can't find any link for the types of rooms available for SNA redemption. Any idea?
I wanted to book one room at the St Regis Bangkok, and was disappointed to notice that the maximum room they'd entertain with SNAs are Junior Suites. There are 9 (!) other suite categories above this junior suites, and I was actually upgraded to a better suite than this junior suite back in March when I was only Platinum (I am now Ambassador).
I checked the FP but can't find any link for the types of rooms available for SNA redemption. Any idea?
I wanted to book one room at the St Regis Bangkok, and was disappointed to notice that the maximum room they'd entertain with SNAs are Junior Suites. There are 9 (!) other suite categories above this junior suites, and I was actually upgraded to a better suite than this junior suite back in March when I was only Platinum (I am now Ambassador).
Dec 1, 2020, 8:24 pm
#2243
Join Date: Mar 2018
Location: Bangkok
Programs: TG ROP Gold, SQ KF Gold, Marriott Ambassador Elite, Accor ALL Plat., Shangri-La Jade, GHA Plat.
Posts: 127
The suites (and better rooms) made available for SNA stays varies by property. The only way I know of to check is to book a cancellable dummy reservation and then start the SNA upgrade process to see what is offered. If anyone knows of a way to check without making a reservation, that would be very useful.
--Jon
--Jon
I'm thinking of creating a table listing all available rooms, and those eligible for SNAs, together with the dollar and point value. I think it'd be beneficial to the community, unless there's a kind of similar wiki available somewhere already.
Thank you. My partner is quite... convincing let's say, so he's always successful getting a very nice room. We used a similar strategy recently at the Marriott Marquis Bangkok. It's a shame that SNAs aren't that interesting overall in Asia.
Dec 1, 2020, 8:44 pm
#2244
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Need to remember that hotels can withdraw certain room type from the SNA pool at anytime.
So dummy booking and try dummy SNA application will be the best method.
So dummy booking and try dummy SNA application will be the best method.
Dec 7, 2020, 8:29 am
#2245
Join Date: Sep 2011
Location: Los Angeles
Programs: Marriott Titanium, Hyatt Globalist
Posts: 251
Newbie question and advice
Hello friends,
This is my first year with SNAs, so I have a newbie question about strategy. I’m booking the Residence Inn Wailea during a holiday week, so I believe the hotel will be busy. The SNA choices are for 2 bedroom suites and 1 bedroom suites. I am
currently booked into a studio. I will be with my hubby and 2 small kids. We will be staying for 5 nights.
Should I only pick the 2 bedroom suites because if I pick both the 2 and 1 bedroom suites, the computer will put me into the 1 bedroom by default? I would be happy to have any extra room but don’t want to be a sucker and accept the lowest upgrade either. Thoughts?
Thank you,
Ashley
This is my first year with SNAs, so I have a newbie question about strategy. I’m booking the Residence Inn Wailea during a holiday week, so I believe the hotel will be busy. The SNA choices are for 2 bedroom suites and 1 bedroom suites. I am
currently booked into a studio. I will be with my hubby and 2 small kids. We will be staying for 5 nights.
Should I only pick the 2 bedroom suites because if I pick both the 2 and 1 bedroom suites, the computer will put me into the 1 bedroom by default? I would be happy to have any extra room but don’t want to be a sucker and accept the lowest upgrade either. Thoughts?
Thank you,
Ashley
Dec 7, 2020, 8:46 am
#2246
FlyerTalk Evangelist
Join Date: May 2012
Location: MCO
Programs: AA, B6, DL, EK, EY, QR, SQ, UA, Amex Plat, Marriott Tit, HHonors Gold
Posts: 12,809
Hello friends,
This is my first year with SNAs, so I have a newbie question about strategy. I’m booking the Residence Inn Wailea during a holiday week, so I believe the hotel will be busy. The SNA choices are for 2 bedroom suites and 1 bedroom suites. I am
currently booked into a studio. I will be with my hubby and 2 small kids. We will be staying for 5 nights.
Should I only pick the 2 bedroom suites because if I pick both the 2 and 1 bedroom suites, the computer will put me into the 1 bedroom by default? I would be happy to have any extra room but don’t want to be a sucker and accept the lowest upgrade either. Thoughts?
Thank you,
Ashley
This is my first year with SNAs, so I have a newbie question about strategy. I’m booking the Residence Inn Wailea during a holiday week, so I believe the hotel will be busy. The SNA choices are for 2 bedroom suites and 1 bedroom suites. I am
currently booked into a studio. I will be with my hubby and 2 small kids. We will be staying for 5 nights.
Should I only pick the 2 bedroom suites because if I pick both the 2 and 1 bedroom suites, the computer will put me into the 1 bedroom by default? I would be happy to have any extra room but don’t want to be a sucker and accept the lowest upgrade either. Thoughts?
Thank you,
Ashley
Dec 7, 2020, 8:52 am
#2247
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott Lifetime Titanium, AA Plat MM
Posts: 3,582
Hello friends,
This is my first year with SNAs, so I have a newbie question about strategy. I’m booking the Residence Inn Wailea during a holiday week, so I believe the hotel will be busy. The SNA choices are for 2 bedroom suites and 1 bedroom suites. I am
currently booked into a studio. I will be with my hubby and 2 small kids. We will be staying for 5 nights.
Should I only pick the 2 bedroom suites because if I pick both the 2 and 1 bedroom suites, the computer will put me into the 1 bedroom by default? I would be happy to have any extra room but don’t want to be a sucker and accept the lowest upgrade either. Thoughts?
Thank you,
Ashley
This is my first year with SNAs, so I have a newbie question about strategy. I’m booking the Residence Inn Wailea during a holiday week, so I believe the hotel will be busy. The SNA choices are for 2 bedroom suites and 1 bedroom suites. I am
currently booked into a studio. I will be with my hubby and 2 small kids. We will be staying for 5 nights.
Should I only pick the 2 bedroom suites because if I pick both the 2 and 1 bedroom suites, the computer will put me into the 1 bedroom by default? I would be happy to have any extra room but don’t want to be a sucker and accept the lowest upgrade either. Thoughts?
Thank you,
Ashley
Dec 10, 2020, 11:20 pm
#2248
Join Date: Dec 2020
Posts: 1
Hotel shows uppgraded room not available
I read on the OP that sometimes rooms that aren't available on the website are available for SNA. Has anyone ever had their suite night award go through when the room is not showing up as available online? Will writing an email to the manager help me get an upgrade to that room? Thank you for your help.
Dec 11, 2020, 4:10 am
#2249
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 read on the OP that sometimes rooms that aren't available on the website are available for SNA. Has anyone ever had their suite night award go through when the room is not showing up as available online? Will writing an email to the manager help me get an upgrade to that room? Thank you for your help.
I have 2 instances of this happening. First was at St Regis Florence at end of July. Hotel was showing sold out with no rooms or suites available but at 5 days before arrival, my SNA cleared. My friend who was checking in the day after me also had his SNA clear 5 days before arrival even though hotel was still showing sold out.
It also happened to me at Sheraton Waikiki. Website was showing no suites available but I cleared (a couple of days before arrival I think).
SNAs are supposed to be an automated process. The inventory showing on the website is not the same as SNA inventory. Managers are not the ones who approve SNAs even though some have been known to downgrade guests after the system has approved the SNA.
Dec 11, 2020, 7:04 am
#2250
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,478