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
Jul 24, 2018, 11:08 am
#16
Join Date: Oct 2008
Location: ORD
Programs: ua 1k, hh diamond, spg PLT, marriott PLT
Posts: 617
agree, i will be going away from RC as well. Its just confusing to me if they are marketing it all as one unified program etc, etc, and they allow at other, arguably nicer brands, not sure why RCs are excluded on the whole. Perhaps specific properties or something, but not all across the board. just a disappointing outcome from the merger that doesn't seem logical.
Aug 22, 2018, 2:26 am
#17
Join Date: Mar 2007
Location: LAX
Programs: UA 1P, SPG Gold
Posts: 137
No - not all hotels will participate. A list of non-participating brands and resorts will be available via the SNA terms and conditions in early August. Brands that will not participate at launch are: The Ritz-Carlton, Protea Hotels, Aloft, Element, Design Hotels, All-Suite Hotels, Marriott Vacation Club and participating Vistana properties. <added by Starwood Lurker 18May18>
Aug 22, 2018, 6:17 am
#18
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA lifetime GLD; UA Silver; Marriott LTTE; IHG Plat,
Posts: 14,518
https://www.marriott.com/loyalty/terms/default.mi#elite
"Not all Participating Properties participate in Suite Night Awards. Suite Night Awards are not redeemable at the following brands: The Ritz-Carlton, Protea Hotels, Aloft, Element, Design HotelsTM, all-Suite Hotels, Marriott Executive Apartments, ExecuStay, Marriott Vacation Club, Marriott Grand Residence Club properties and participating Vistana properties. In addition, Suite Night Awards are not redeemable at select Participating Properties. Contact a Customer Engagement Center for individual Participating Property Suite Night Award participation."
Aug 22, 2018, 8:22 am
#19
Join Date: Feb 2005
Location: Germany
Programs: TK elite+(*gold), Marriott Lifetime Platinum, HH Diamond, IHG Diamond, (Ex-Hyatt Diamond/Globalist)
Posts: 220
Still possible to earn 10 SNAs by hitting 50 SPG nights after the merger?
Hi,
I just read that if combining accounts will put us above the 50 night threshold, we will not receive the gift of 5 SNAs then
But I am at 31 SPG nights so far and would be able to make 50 this year - if I do not merge my accounts before and then hit 50 SPG nights in SPG properties with my old SPG accoutns, will I still receive the 10 SNAs for hitting 50 SPG nights this year, or has this possibility ended at August 18th?
Thanks!
I just read that if combining accounts will put us above the 50 night threshold, we will not receive the gift of 5 SNAs then
But I am at 31 SPG nights so far and would be able to make 50 this year - if I do not merge my accounts before and then hit 50 SPG nights in SPG properties with my old SPG accoutns, will I still receive the 10 SNAs for hitting 50 SPG nights this year, or has this possibility ended at August 18th?
Thanks!
Aug 22, 2018, 3:25 pm
#21
FlyerTalk Evangelist
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 10,073
Aug 22, 2018, 3:30 pm
#22
Join Date: Dec 2009
Location: COS
Programs: UA Gold/1.5MM (several years running now!), Marriott LTTE, Hertz Prez
Posts: 1,899
Aug 24, 2018, 8:40 pm
#24
Join Date: Sep 2012
Posts: 1,748
I have the option. But it takes me to a login page that looks like the legacy SPG site. And when I try to login it says Please Contact A Customer Service Center. And yes I tried all the various login IDs and numbers
Aug 25, 2018, 1:39 am
#25
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
Same here, but I didn't speak to an agent. I first booked the Marriott Philly, and there was not even an option to apply the SNA. Then I booked the Sheraton Society Hill Philly for a stay in 2 1/2 weeks. What's interesting is that when booking legacy SPG properties, the booking engine/interface reverts back to the spg.com UI. So on that UI, I saw the option to request suite upgrade. it showed me the suite choices that would be requested for my SNA. Finally when I clicked the button to complete the request,I got a screen that said the suite night certificates are not available for reasons x, y, z.
Does it just show you a list of suite categories or can you check the ones that you want for your SNAs? That's a big difference.
Aug 25, 2018, 3:32 am
#26
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
Hi,
I just read that if combining accounts will put us above the 50 night threshold, we will not receive the gift of 5 SNAs then
But I am at 31 SPG nights so far and would be able to make 50 this year - if I do not merge my accounts before and then hit 50 SPG nights in SPG properties with my old SPG accoutns, will I still receive the 10 SNAs for hitting 50 SPG nights this year, or has this possibility ended at August 18th?
Thanks!
I just read that if combining accounts will put us above the 50 night threshold, we will not receive the gift of 5 SNAs then
But I am at 31 SPG nights so far and would be able to make 50 this year - if I do not merge my accounts before and then hit 50 SPG nights in SPG properties with my old SPG accoutns, will I still receive the 10 SNAs for hitting 50 SPG nights this year, or has this possibility ended at August 18th?
Thanks!
Aug 25, 2018, 5:19 am
#27
Join Date: Mar 2018
Location: SG
Programs: Marriott Plat Amb, oneworld Ruby
Posts: 132
Yes, I booked a prepaid 5-night stay at the Maria Cristina last night and was able to apply the SNAs online. My account today still shows only 5 SNAs remaining from my original 10, so it looks like the request has gone through successfully.
Aug 25, 2018, 5:58 am
#28
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
Enjoy, awesome property in a really cool town...mine went through for two nights in a huge two room suite this summer
Aug 25, 2018, 6:38 am
#29
Join Date: Sep 2000
Location: MCO
Programs: Marriott Lifetime Platinum / Titanium, AA Executive Platinum
Posts: 959
Use SNA at Atlantis?
My Atlantis booking says the generic “SNA cannot be used” message - I am wondering if that is the rule or if a system glitch. I booked it Friday for 3 nights before merger when it was 40k (now is 50k), my points were deducted, and the reservation says that I need to buy an e-certificate for 150k which is wrong.
It took me 45 minutes to get to someone who told me the reservation issue is due to the data merge and nothing to worry. I forgot to ask about SNA and don’t want to sit on hold again.
Can anyone confirm if Atlantis will permit SNA’s?
It took me 45 minutes to get to someone who told me the reservation issue is due to the data merge and nothing to worry. I forgot to ask about SNA and don’t want to sit on hold again.
Can anyone confirm if Atlantis will permit SNA’s?
Aug 25, 2018, 7:14 am
#30
Join Date: Mar 2018
Location: SG
Programs: Marriott Plat Amb, oneworld Ruby
Posts: 132
I must admit I was a little disappointed with the SNA options, only a choice of a junior suite and the basic garden view suite. I know the post-merger T&Cs say standard suites only, but I had heard and read many anecdotes to the contrary.
But from the complaints here, I guess I should count myself lucky I was able to apply the SNAs at all!