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 5, 2018, 4:13 am
#226
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Yipee! Christmas came early. I awoke to this email from Marriott:
As a point of reference, I used points under the old redemption rates and was assigned an executive king room at the time of booking in August. I also applied suite award certificates at the time of booking. The J.W. Marriott Grosvenor House makes all of its suites, except the signature royal suites, available. I selected only the highest category of suite, the premium park view. Here are pictures of it: https://www.marriott.com/hotel-info/...oto-gallery.mi
I was perfectly fine with a king corner room, as these as large and spacious as some suites. Let's just hope this is the actual suite I requested and not an inferior one.
YOUR UPGRADE AWAITS.Good news! Your Suite Night Award™ request has been fulfilled and an upgraded room is awaiting your arrival.
Here are your Award details:•Reservation confirmation number: [redacted]•Hotel: LONGH - GROSVENOR HOUSE, A JW MARRIOTT H•Stay dates (arrived): [redacted]•Stay date (departed): [redacted]•Suite Night Award(s) requested: 1•Suite Night Award(s) remaining in your account: 0Keep this email for your records and look out for an updated reservation confirmation email. For immediate information about your reservation, log in to your account on Marriott.com anytime.
Please note, now that your Suite Night Award(s) have been confirmed, you cannot cancel them unless you cancel the entire reservation before 2 p.m. local time one day before you arrive. After that time, cancellation of the reservation will result in forfeiture of all the Suite Night Awards™ applied to the entire reservation. This is in addition to any other cancellation penalties applicable to the reservation itself.
We look forward to welcoming you on your journey with a night of Marriott Rewards® luxury!
Here are your Award details:•Reservation confirmation number: [redacted]•Hotel: LONGH - GROSVENOR HOUSE, A JW MARRIOTT H•Stay dates (arrived): [redacted]•Stay date (departed): [redacted]•Suite Night Award(s) requested: 1•Suite Night Award(s) remaining in your account: 0Keep this email for your records and look out for an updated reservation confirmation email. For immediate information about your reservation, log in to your account on Marriott.com anytime.
Please note, now that your Suite Night Award(s) have been confirmed, you cannot cancel them unless you cancel the entire reservation before 2 p.m. local time one day before you arrive. After that time, cancellation of the reservation will result in forfeiture of all the Suite Night Awards™ applied to the entire reservation. This is in addition to any other cancellation penalties applicable to the reservation itself.
We look forward to welcoming you on your journey with a night of Marriott Rewards® luxury!
I was perfectly fine with a king corner room, as these as large and spacious as some suites. Let's just hope this is the actual suite I requested and not an inferior one.
Nov 5, 2018, 10:49 pm
#228
Join Date: Nov 2002
Location: Boston, MA
Programs: AA PlatPro (LTG), Marriott Titanium (LTG), HH Diamond
Posts: 254
Is anybody having trouble submitting SNA requests today? After I select rooms and submit the request I get the following:
Correction needed
An error has occurred. Please try again later.
But yet it says the SNA request is pending. If I click on the link to modify the SNA request, it shows none of the rooms checked. Canceling the SNA request doesn't work -- it claims to, but upon refreshing the page, the (empty) SNA request is still there and the SNAs are not refunded. So it seems like I have a SNA request submitted where I won't accept any of the upgrades, and I have no idea if the system is broken or what.
I will call if there's no other option but first wanted to see if this was a known issue. Never had trouble with SNA requests in the past.
Correction needed
An error has occurred. Please try again later.
But yet it says the SNA request is pending. If I click on the link to modify the SNA request, it shows none of the rooms checked. Canceling the SNA request doesn't work -- it claims to, but upon refreshing the page, the (empty) SNA request is still there and the SNAs are not refunded. So it seems like I have a SNA request submitted where I won't accept any of the upgrades, and I have no idea if the system is broken or what.
I will call if there's no other option but first wanted to see if this was a known issue. Never had trouble with SNA requests in the past.
Last edited by chriseng; Nov 5, 2018 at 10:57 pm
Nov 5, 2018, 11:06 pm
#229
Join Date: Jul 2016
Location: NY
Programs: UA Gold, Marriott PP, Hertz PC, HH Diamond
Posts: 86
I had issues yesterday (24 hrs ago), although not the same as you describe. For me, sometimes the SNA option would be there, and sometimes it wouldn't. And when it was there, clicking it gave me no options to pick. Called customer service, they said they couldn't help and raised a ticket w/ tech support on my behalf. That I would get a call back within 10 days (lol). Tried again today and it worked. So the problem fixed itself.
Nov 5, 2018, 11:11 pm
#230
Join Date: Jul 2016
Location: NY
Programs: UA Gold, Marriott PP, Hertz PC, HH Diamond
Posts: 86
Question... how does SNA work (or doesn't work) with status upgrades (i.e. PP).
Will SNA "override" what you might get from PP?
Can you be further upgraded from SNA choice due to PP?
Will SNA "override" what you might get from PP?
Can you be further upgraded from SNA choice due to PP?
Nov 6, 2018, 2:21 am
#231
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I had an SNA clear 5 days ago for a Marvelous Suite at the W Hollywood today—but arrived and had been upgraded yet again to a Fantastic Suite. So yes, any Plat can be upgraded beyond an SNA based on hotel discretion and/or recognition of even higher status (PP or Ambassador). That’s almost always based on availability...but Ambassador guests may find they get further upgraded more than most. (The W Hollywood is sold out tonight, as an example.)
But on very rare occasions, an SNA also can knock you out of a higher upgrade a hotel already may have assigned you due to Plat or more likely PP or Ambassador status. The StR San Francisco almost always pre-upgrades me to a Metropolitan Suite, but once I used SNAs which cleared 5 days in advance—and downgraded me from the Metropolitan to an Astor Suite. A quick call to the hotel remedied that, of course.
Nov 6, 2018, 11:36 am
#232
Join Date: Nov 2002
Location: Boston, MA
Programs: AA PlatPro (LTG), Marriott Titanium (LTG), HH Diamond
Posts: 254
I had issues yesterday (24 hrs ago), although not the same as you describe. For me, sometimes the SNA option would be there, and sometimes it wouldn't. And when it was there, clicking it gave me no options to pick. Called customer service, they said they couldn't help and raised a ticket w/ tech support on my behalf. That I would get a call back within 10 days (lol). Tried again today and it worked. So the problem fixed itself.
Nov 13, 2018, 1:53 pm
#234
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
It depends on whether you cancel very late or not. The deadline is close to the last upgrade sweep (which IIRC occurs at 2 pm local time the day before arrival) but off by an hour or so.
OTOH, I had a SNA request for next week cancelled in the middle of the night and I sure didn't do this in my sleep. They sent me an email saying that I did it.
OTOH, I had a SNA request for next week cancelled in the middle of the night and I sure didn't do this in my sleep. They sent me an email saying that I did it.
Nov 13, 2018, 2:01 pm
#235
Join Date: Jun 2004
Programs: Marriott/Starwood Lifetime Titanium, Hilton HHonors Diamond, IHG Spire, United Premier Silver
Posts: 707
I've had:
- Points from four different point-redemption canceled reservations not refunded until I noticed and brought the issue to an ambassador
- roughly 500K points go missing and after several hours with a specialist trying to find them, it just uncovers more curiosities and complexities that they can't sort out.
- Two travel package certificates go completely missing
- Many reservations invisible to either Marriott/Starwood, to me, or to both of us
Because of how complex the issues were, my account was forwarded to the specialist IT team that was supposed to handle nothing but these sort of things. Almost hilariously, after several emails back and forth with them, they told me to call customer service all over again (this started at the ambassador desk level) because they, themselves, could not see parts of my account.
Fortunately for us, the agents should be able to see at least more detail than we members can see on our end, so I imagine this can be sorted for you, but you will have to likely waste the time to call in and talk to someone about it, unless you have an ambassador to email about it. Good luck.
- Points from four different point-redemption canceled reservations not refunded until I noticed and brought the issue to an ambassador
- roughly 500K points go missing and after several hours with a specialist trying to find them, it just uncovers more curiosities and complexities that they can't sort out.
- Two travel package certificates go completely missing
- Many reservations invisible to either Marriott/Starwood, to me, or to both of us
Because of how complex the issues were, my account was forwarded to the specialist IT team that was supposed to handle nothing but these sort of things. Almost hilariously, after several emails back and forth with them, they told me to call customer service all over again (this started at the ambassador desk level) because they, themselves, could not see parts of my account.
Fortunately for us, the agents should be able to see at least more detail than we members can see on our end, so I imagine this can be sorted for you, but you will have to likely waste the time to call in and talk to someone about it, unless you have an ambassador to email about it. Good luck.
Nov 13, 2018, 2:04 pm
#236
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
Nov 13, 2018, 2:56 pm
#237
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Was it legacy Marriott or SPG out of curiosity? I’ve not had that problem, but I’ve only added and canceled SNAs with legacy SPG properties thus far. I posted my first ever SNA to a legacy Marriott (JW Marriott Austin) only yesterday.
Nov 13, 2018, 3:03 pm
#238
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,346
I almost never use SNAs so I don't have a ton of experience with this. But my one time says they are redeposited straight away.
-RM
Nov 13, 2018, 3:29 pm
#239
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
That's odd. Just last week I cancelled a reservation that was still a few days out with multiple SNAs attached to it. The SNAs were deposited that second and they had alreayd cleared against the reservation.
I almost never use SNAs so I don't have a ton of experience with this. But my one time says they are redeposited straight away.
-RM
I almost never use SNAs so I don't have a ton of experience with this. But my one time says they are redeposited straight away.
-RM
Nov 13, 2018, 4:26 pm
#240
Join Date: Feb 2018
Posts: 17
I cancelled a SNA reservation 72 hrs in advance last week and it still hasn’t redeposited. I had to cancel it over the phone because oddly enough there was no cancel button online or on the app. The phone agent said it would redeposit within 24 hours, which clearly didn’t happen.