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
Apr 7, 2021, 8:53 pm
#2388
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,067
That would explain the reluctance with which some properties redeem SNAs.
Apr 7, 2021, 9:16 pm
#2389
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,484
Why SNAs Don't Clear
Apr 8, 2021, 4:57 am
#2390
Join Date: Nov 2014
Location: Springfield, MA
Programs: HH Diamond, IHG Diamond, Marriott Platinum, Hyatt Discoverist
Posts: 434
After I heard the SNA bug was fixed, I applied again at the Athenee for a Club Suite. I didn't check the upgrade for a better room. The upgrade was denied within a day. Of my 9 hotels, 5 others still say no SNA can be used, even though three of those are for a single night. The upgrade at the Miami Moxy is a total waste as it gets you almost nothing. I'm left thinking these SNAs are usually worthless.
Apr 8, 2021, 7:33 am
#2391
Join Date: Apr 2004
Programs: AA Plat/2MM, DL Silver, UA Silver (via Marr), Marr LTT, HH Gold (via cc), Hyatt Disc
Posts: 1,039
Can't assume it's totally similar, but I checked out of a Hyatt where I had upgraded to a suite on points. My initial bill had a $40 per night charge for the Suite upgrade. When I asked the front desk what that was they said that I don't pay it, Hyatt rewards does. So a Hyatt data point would suggest $40 per night.
Apr 8, 2021, 7:45 am
#2392
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Can't assume it's totally similar, but I checked out of a Hyatt where I had upgraded to a suite on points. My initial bill had a $40 per night charge for the Suite upgrade. When I asked the front desk what that was they said that I don't pay it, Hyatt rewards does. So a Hyatt data point would suggest $40 per night.
Definitely not true that they receive nothing.
Apr 8, 2021, 7:49 am
#2393
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,868
Apr 8, 2021, 9:14 am
#2394
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Also, don’t forget that they don’t have to fly a Marriott flag if they don’t want access to Marriott’s elite customer base. The additional revenue that access alone generates more than covers any extra cleaning cost in terms of a Housekeeper’s time, which is nowhere near as much as you are making out.
Apr 8, 2021, 11:15 am
#2395
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,067
Apr 8, 2021, 11:39 am
#2396
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,868
Even if a Housekeeper is receiving $15/hour, you are claiming a suite takes more than 3 hours additional to clean over a standard room? LOL
Also, don’t forget that they don’t have to fly a Marriott flag if they don’t want access to Marriott’s elite customer base. The additional revenue that access alone generates more than covers any extra cleaning cost in terms of a Housekeeper’s time, which is nowhere near as much as you are making out.
Also, don’t forget that they don’t have to fly a Marriott flag if they don’t want access to Marriott’s elite customer base. The additional revenue that access alone generates more than covers any extra cleaning cost in terms of a Housekeeper’s time, which is nowhere near as much as you are making out.
Apr 8, 2021, 11:44 am
#2397
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Ok - the cost to clean a room is built into the room cost. So let’s say 30 mins of cleaning is accounted for in the room rate.
What suite in San Francisco requires more than 4x the cleaning time of a regular room? Assuming your high $25/hour cost.
I’ll wait. Or you can just concede the point, or bow out and say you were being facetious.
Apr 8, 2021, 11:58 am
#2398
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,868
So yeah I concede my maths is off perhaps significantly in most part of the country and I was being somewhat flippant, but I maintain that the amount the properties get from SNA's doesn't exactly have them always happy to honor SNA requests does it?
Apr 8, 2021, 12:29 pm
#2399
Join Date: Nov 2014
Location: Springfield, MA
Programs: HH Diamond, IHG Diamond, Marriott Platinum, Hyatt Discoverist
Posts: 434
That is pretty funny, but as a Platinum, there aren't really many choices. I would gladly pick a free night instead if that was an option. Giving low status to a friend is not much, and a 40% discount for a mattress -that is a benefit that costs money. I usually do my own charity donations. Maybe what they should do is: A) rename them as I see when applying for them, I am offered room upgrades as well as suite upgrades-so call them Upgrades-not Suite Upgrades, and B) more specifically call them RCU-remote chance upgrades. I mean why call it a Suite upgrade if when I use it, I may not get a suite??
Apr 14, 2021, 4:42 pm
#2400
Join Date: Sep 2001
Location: SJC (AA PLT 2MM - Marriott LTT - Avis Preferred)
Posts: 2,030
SNA on a "redemption with points upgrade" room
Here's my situation:
- I booked a Std King for 40k and selected 10k points upgrade to confirm a King with Balcony.
- I changed my mind and called CSR to swap out my points redemption with a free night certificate (50k)
- Went back online to apply an SNA and got confirmed the next day to a King Suite with Balcony
- Checked my account and saw that the base room redemption (40k) was refunded, but the 10k points upgrade redemption was not.
- Called CSR who told me that the 10k was still needed to cover my original reservation of King with Balcony, as opposed to the base room.
