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 14, 2021, 2:17 pm
#2986
Join Date: Mar 2013
Location: DCA - PDX - LAX
Programs: AA Gold, UA Silver, Marriott Titanium, AS 75k
Posts: 767
An update on my attempt to try to get my SNAs to clear:
- Social media team insisted they couldn't do anything, but finally agreed to email the hotel with my request
- When it was close enough to check in, I chatted with the hotel and asked if they could confirm my upgrade. They said "no, but ask at check-in, in case there are cancellations"
- I pointed out that it was check-in (via the app) and there were 9+ suites available to book across the room types I selected and they still refused saying that all of their SNA rooms allotted were gone
- Out of frustration and since my SNAs clearly weren't going to be confirmed anyway, I cancelled my flexible rate and rebooked at the prepaid rate which was $20/night cheaper
Oct 14, 2021, 4:00 pm
#2988
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
An update on my attempt to try to get my SNAs to clear:
- Social media team insisted they couldn't do anything, but finally agreed to email the hotel with my request
- When it was close enough to check in, I chatted with the hotel and asked if they could confirm my upgrade. They said "no, but ask at check-in, in case there are cancellations"
- I pointed out that it was check-in (via the app) and there were 9+ suites available to book across the room types I selected and they still refused saying that all of their SNA rooms allotted were gone
- Out of frustration and since my SNAs clearly weren't going to be confirmed anyway, I cancelled my flexible rate and rebooked at the prepaid rate which was $20/night cheaper
Oct 15, 2021, 7:47 pm
#2990
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
Requested SNA as Annual Choice for both Plat and Titanium today. Total: 10.
The confirmation emails said: SNA award expires 12/31/2021.
Is this right? Am I supposed to get SNA expiring 12/31/2022?
BTW, I still have 11 SNA earned last year (expiring at the end of this year).
So Marriott has not deposited any new SNA to my account.
The confirmation emails said: SNA award expires 12/31/2021.
Is this right? Am I supposed to get SNA expiring 12/31/2022?
BTW, I still have 11 SNA earned last year (expiring at the end of this year).
So Marriott has not deposited any new SNA to my account.
Oct 15, 2021, 8:11 pm
#2991
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
Requested SNA as Annual Choice for both Plat and Titanium today. Total: 10.
The confirmation emails said: SNA award expires 12/31/2021.
Is this right? Am I supposed to get SNA expiring 12/31/2022?
BTW, I still have 11 SNA earned last year (expiring at the end of this year).
So Marriott has not deposited any new SNA to my account.
The confirmation emails said: SNA award expires 12/31/2021.
Is this right? Am I supposed to get SNA expiring 12/31/2022?
BTW, I still have 11 SNA earned last year (expiring at the end of this year).
So Marriott has not deposited any new SNA to my account.
Oct 15, 2021, 8:17 pm
#2992
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,867
Requested SNA as Annual Choice for both Plat and Titanium today. Total: 10.
The confirmation emails said: SNA award expires 12/31/2021.
Is this right? Am I supposed to get SNA expiring 12/31/2022?
BTW, I still have 11 SNA earned last year (expiring at the end of this year).
So Marriott has not deposited any new SNA to my account.
The confirmation emails said: SNA award expires 12/31/2021.
Is this right? Am I supposed to get SNA expiring 12/31/2022?
BTW, I still have 11 SNA earned last year (expiring at the end of this year).
So Marriott has not deposited any new SNA to my account.
Oct 16, 2021, 11:29 am
#2993
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
10 SNA arrived today.
You are both right, the SNAs expire on 12/31/2022, even though the confirmation emails from Marriott said 12/31/2021.
Thanks.
You are both right, the SNAs expire on 12/31/2022, even though the confirmation emails from Marriott said 12/31/2021.
Thanks.
Oct 17, 2021, 8:54 am
#2994
Join Date: Feb 2002
Location: BOS
Programs: AA EXP 1MM, DL PM, Bonvoy Titanium (Plat Life), HH G, Amtrak, B6, MR
Posts: 1,551
Room available for sale but SNA denied?
This was my first time actually being able to apply my SNAs to a reservation. I made the reservation last night for arrival tomorrow, and requested the highest category room available via SNA. I know, I set my aspirations high.
This morning I got an email that my SNA request was denied. First of all I don't know if that's a normal thing or not? Do they actually get denied? Checking the reservation system, the upgrade that I requested shows as available for sale. Is that typical also?
This was my first time actually being able to apply my SNAs to a reservation. I made the reservation last night for arrival tomorrow, and requested the highest category room available via SNA. I know, I set my aspirations high.
This morning I got an email that my SNA request was denied. First of all I don't know if that's a normal thing or not? Do they actually get denied? Checking the reservation system, the upgrade that I requested shows as available for sale. Is that typical also?
Oct 17, 2021, 9:25 am
#2995
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
Room available for sale but SNA denied?
This was my first time actually being able to apply my SNAs to a reservation. I made the reservation last night for arrival tomorrow, and requested the highest category room available via SNA. I know, I set my aspirations high.
This morning I got an email that my SNA request was denied. First of all I don't know if that's a normal thing or not? Do they actually get denied? Checking the reservation system, the upgrade that I requested shows as available for sale. Is that typical also?
This was my first time actually being able to apply my SNAs to a reservation. I made the reservation last night for arrival tomorrow, and requested the highest category room available via SNA. I know, I set my aspirations high.
This morning I got an email that my SNA request was denied. First of all I don't know if that's a normal thing or not? Do they actually get denied? Checking the reservation system, the upgrade that I requested shows as available for sale. Is that typical also?
It would help get some specific feedback if you name the hotel because the use of SNAs (and upgrades in general) varies wildly from region to region and hotel to hotel.
Oct 17, 2021, 10:35 am
#2996
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,651
There remains the possibility that, while you did not request this, Marriott's illustrious IT shows it as requested at the hotel. After all, I'm staying in a room right now that I booked for 2, the confirmation shows for 4, the site wouldn't let me change anything nor cancel, the phone rep saw it appeared for 4 and couldn't change anything (in a room with max occupancy of 3) and the hotel shows it as 2.
Oct 17, 2021, 11:47 am
#2997
Join Date: Feb 2002
Location: BOS
Programs: AA EXP 1MM, DL PM, Bonvoy Titanium (Plat Life), HH G, Amtrak, B6, MR
Posts: 1,551
Yes and yes. They get denied. Upgrades are typically for sale. Read upthread and you will find a wealth of evidence for this and also discover that the suite pool for SNAs is different to the suite pool for sale.
It would help get some specific feedback if you name the hotel because the use of SNAs (and upgrades in general) varies wildly from region to region and hotel to hotel.
It would help get some specific feedback if you name the hotel because the use of SNAs (and upgrades in general) varies wildly from region to region and hotel to hotel.
Marriott Canary Wharf in London is where I'm heading. Figured I'd check out the location for myself ahead of the big family trip next summer I have booked into the executive apartments there.
Oct 17, 2021, 12:34 pm
#2998
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
My family just had a great stay at the Marriott Canary Wharf. Yes, it's not immediately adjacent to the typical tourist sites, but that was more than counterbalanced by the experience of the hotel itself and the cost. I was able to use points at 35K per night and upgrade using SNAs to the Curve suite, which is spacious and very comfortable. As a titanium I was offered the full buffet breakfast in the restaurant then had access to the lounge which had enough hot and cold food every evening to just have dinner there. Several shopping malls are a five minute walk away and one includes a Tesco grocery store, which came in very handy. The tube station is about a 6-7 minute pleasant walk. Lots of restaurants right in the immediate area. We also rented a car for the day and London City airport was only ten minutes away which made it easy to get the car. I would definitely stay there again.
Oct 17, 2021, 3:40 pm
#2999
Join Date: Feb 2002
Location: BOS
Programs: AA EXP 1MM, DL PM, Bonvoy Titanium (Plat Life), HH G, Amtrak, B6, MR
Posts: 1,551
Posted today in the Marriott Bonvoy hotels in London, UK thread:
Oct 18, 2021, 1:39 pm
#3000
Join Date: Feb 2002
Location: BOS
Programs: AA EXP 1MM, DL PM, Bonvoy Titanium (Plat Life), HH G, Amtrak, B6, MR
Posts: 1,551
Checked into the Marriott Canary Wharf today. No upgrade -- got the room I booked. I asked about upgrades at check-in, but they informed me that they did not have any suites available for the entire duration of my stay. Once I got to my room, I loaded up the booking engine -- it shows suites available for sale for the 4 nights I'm staying. I called for room service, and the woman who picked up the phone was the same one who told me they didn't have any suites available. I asked her and she said she checked and saw the same thing, and was trying to fix it because, according to her, the hotel inventory isn't matching up with what Marriott is showing for sale. She said that when they upgrade people, it doesn't always take the room out of inventory. Knowing Marriott's IT reputation I'm not terribly surprised.