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 25, 2018, 3:46 am
#316
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Posts: 100,417
When the SNA clears, I try to get a screenshot of the new confirmed reservation and also have it sent to me by email. They if you're downgraded from what was confirmed, I would make a fuss at check in and followe up further as this was in fact a downgrade.
Nov 25, 2018, 3:47 am
#317
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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
Nov 25, 2018, 5:07 am
#318
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
I took a screenshot already but the hotel is emailing me telling me that the room is not suppose to be available for Suite Night Awards. They are not claiming the room is overbooked and the Suite room is still bookable in the system. They are forcing me into accept a smaller alternative Suite room.
Yes, the system is not proof of availability. Hotels often load more than they actually have to allow for no shows and cancellations. The only correct numbers exist in the in-house system that we don't have access. Rooms can be taken out by maintenance issues or other obstructions what might not be represented in the website database. And yes, there are properties that will change an upgraded room in favor of a higher-paying guest. No, there is not much you can do about.
Nov 25, 2018, 8:11 am
#319
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
...
The hotel is still selling the room as of current. Is Marriott not paying the hotel for the upgrades using Suite Night Awards? ...or is it because I am using free night awards that the hotel does not want to give me the room? I have contacted Marriott about this and they said if the SNA has cleared, it's guaranteed. They will e-mail the hotel for an explanation, but I am unsure what will happen when I check in next week.
The hotel is still selling the room as of current. Is Marriott not paying the hotel for the upgrades using Suite Night Awards? ...or is it because I am using free night awards that the hotel does not want to give me the room? I have contacted Marriott about this and they said if the SNA has cleared, it's guaranteed. They will e-mail the hotel for an explanation, but I am unsure what will happen when I check in next week.
Nov 25, 2018, 10:11 am
#320
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
I doubt the property is getting anything close to RACK rate for the room, so I suspect there is some loss of revenue to the property. Again, many, if not most, properties overload inventory with the expectation of a no show or last minute cancellation. If you've been reading this or earlier Marriott thread, their guarantees are only good if they choose to honor them, so that word really mean nothing to Marriott. With luck, Marriott may be able to get the property to make good on their mistake (room not supposed to be available), but I find many CSRs support the errors rather than fixing them since that's less work for them. I hope you found someone that's different. Good luck.
Nov 25, 2018, 10:20 am
#321
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Nov 25, 2018, 10:27 am
#322
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
Originally confirmed: Family Suite, 2 Bedroom Connecting Suite, City view
Replaced with: Executive lounge access, 1 Bedroom Suite, 1 King, City view
To be honest I would not press on this topic too much if I only had 2 people staying, but I am going to have 3 so I'd rather have everyone on a real bed than a roll away that I am told is complimentary by the Assistant Executive Floor Manager even though I am paying for a 3rd person's fee.
Also, the SNA would have probably never been applied here had it worked properly in Westin Osaka, but it failed thanks to Marriott's IT. Trying to apply this SNA was also a hassle too with the SNA not being attached until 1 day before the 5-day count down starts.
Nov 25, 2018, 10:37 am
#323
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
JW Marriott Bangkok
Originally confirmed: Family Suite, 2 Bedroom Connecting Suite, City view
Replaced with: Executive lounge access, 1 Bedroom Suite, 1 King, City view
To be honest I would not press on this topic too much if I only had 2 people staying, but I am going to have 3 so I'd rather have everyone on a real bed than a roll away that I am told is complimentary by the Assistant Executive Floor Manager even though I am paying for a 3rd person's fee.
Also, the SNA would have probably never been applied here had it worked properly in Westin Osaka, but it failed thanks to Marriott's IT. Trying to apply this SNA was also a hassle too with the SNA not being attached until 1 day before the 5-day count down starts.
Originally confirmed: Family Suite, 2 Bedroom Connecting Suite, City view
Replaced with: Executive lounge access, 1 Bedroom Suite, 1 King, City view
To be honest I would not press on this topic too much if I only had 2 people staying, but I am going to have 3 so I'd rather have everyone on a real bed than a roll away that I am told is complimentary by the Assistant Executive Floor Manager even though I am paying for a 3rd person's fee.
Also, the SNA would have probably never been applied here had it worked properly in Westin Osaka, but it failed thanks to Marriott's IT. Trying to apply this SNA was also a hassle too with the SNA not being attached until 1 day before the 5-day count down starts.
Personally, this is a case where managed expectations are the issue. Had you been upgraded to the 1 Bedroom Suite in the first place, there would have been no issue IMO. But I also think the upgrade to the 1 Bedroom Suite is a perfectly appropriate suite upgrade for any SNA.
It is likely that the second room of the Family Suite was no longer available, causing the change in suite assignment. Whether or not the hotel can remedy that for you requires you to contact the hotel directly as noted above. I acknowledge that the hotel failed to deliver on what originally was promised, but the hotel is also still delivering quite a good suite upgrade. Upgrades for 3 persons are not a factor for SNAs or complimentary suite upgrades, much as that might be convenient for you. You’re looking a gift horse in the mouth here IMO.
Nov 25, 2018, 10:47 am
#324
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
Did you reach out to the Front Desk Manager or some other Rooms Manager at the JW Marriott to express your concern and/or disappointment?
Personally, this is a case where managed expectations are the issue. Had you been upgraded to the 1 Bedroom Suite in the first place, there would have been no issue IMO. But I also think the upgrade to the 1 Bedroom Suite is a perfectly appropriate suite upgrade for any SNA.
It is likely that the second room of the Family Suite was no longer available, causing the change in suite assignment. Whether or not the hotel can remedy that for you requires you to contact the hotel directly as noted above. I acknowledge that the hotel failed to deliver on what originally was promised, but the hotel is also still delivering quite a good suite upgrade. Upgrades for 3 persons are not a factor for SNAs or complimentary suite upgrades, much as that might be convenient for you. You’re looking a gift horse in the mouth here IMO.
Had I been upgraded to just the 1 bedroom suite I would not have any problem at all, cause that's what the system was able to grab at the time of inventory. However, that was not the case, right? The room is still available for sale, likely I am not the customer they want.
I never said upgrades for 3 people are a factor, I am merely expressing that's the reason why I am pushing for the hotel to honor the original room (that they are claiming as errors).
Gift horse in the mouth? Are you saying that the Suite Night Awards are gifts so I should not be picky? One had to earn them with 50 nights. This is not complimentary upgrades at check in. I am sorry I have to disagree with your comment here.
In any case, there are many properties at Bangkok, I will just choose another one if this one does not meet my expectations.
Nov 25, 2018, 10:55 am
#325
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I have not checked in, though the e-mails have went through executive lounge assistants to the Assistant Executive Floor Manager. I will express my dissatisfaction at check in.
Had I been upgraded to just the 1 bedroom suite I would not have any problem at all, cause that's what the system was able to grab at the time of inventory. However, that was not the case, right? The room is still available for sale, likely I am not the customer they want.
I never said upgrades for 3 people are a factor, I am merely expressing that's the reason why I am pushing for the hotel to honor the original room (that they are claiming as errors).
Gift horse in the mouth? Are you saying that the Suite Night Awards are gifts so I should not be picky? One had to earn them with 50 nights. This is not complimentary upgrades at check in. I am sorry I have to disagree with your comment here.
In any case, there are many properties at Bangkok, I will just choose another one if this one does not meet my expectations.
Had I been upgraded to just the 1 bedroom suite I would not have any problem at all, cause that's what the system was able to grab at the time of inventory. However, that was not the case, right? The room is still available for sale, likely I am not the customer they want.
I never said upgrades for 3 people are a factor, I am merely expressing that's the reason why I am pushing for the hotel to honor the original room (that they are claiming as errors).
Gift horse in the mouth? Are you saying that the Suite Night Awards are gifts so I should not be picky? One had to earn them with 50 nights. This is not complimentary upgrades at check in. I am sorry I have to disagree with your comment here.
In any case, there are many properties at Bangkok, I will just choose another one if this one does not meet my expectations.
It is possible that the Marriott IT fiasco erroneously selected the Family Suite. Remember that the hotel has nothing to do with the SNA processing or suite selection. So it is possible the hotel did nothing wrong here and that the Marriott IT failed in some way. Considering all the Marriott IT fails, that is actually more probably than possible.
Either way, you got a very good suite upgrade by using the SNA. Yes, I still think you are looking a gift horse in the mouth.
Nov 25, 2018, 11:12 am
#326
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
Since you must have selected the 1 bedroom suite as an option for your SNA, you still are getting what you requested for the SNA. It’s that simple, really. If you didn’t want the option for the 1 bedroom suite, you shouldn’t have selected that as an option.
It is possible that the Marriott IT fiasco erroneously selected the Family Suite. Remember that the hotel has nothing to do with the SNA processing or suite selection. So it is possible the hotel did nothing wrong here and that the Marriott IT failed in some way. Considering all the Marriott IT fails, that is actually more probably than possible.
Either way, you got a very good suite upgrade by using the SNA. Yes, I still think you are looking a gift horse in the mouth.
It is possible that the Marriott IT fiasco erroneously selected the Family Suite. Remember that the hotel has nothing to do with the SNA processing or suite selection. So it is possible the hotel did nothing wrong here and that the Marriott IT failed in some way. Considering all the Marriott IT fails, that is actually more probably than possible.
Either way, you got a very good suite upgrade by using the SNA. Yes, I still think you are looking a gift horse in the mouth.
Again, I respect your horse comments but won't agree on it.
Nov 25, 2018, 11:21 am
#327
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,923
OK, I have two SNAs pending for a stay in a few weeks on a points reservation and I received this letter (typos not corrected):
We are elated to welcome you with reservation # XXXX for your upcoming stay! As a Starwood Platinum Member, we know that you are our most discerning guests and we appreciate that you have chosen to stay with us.
We did want to reach out to you in advance of your arrival and provide you with the opportunity to purchase an upgrade to 0ne of our Suites prior to your arrival and outline some of the benefits you are entitled to while staying with us, should you prefer to make additional arrangments ahead of time.
If you would like to consider upgrading to a suite in advace of your arrival, we will be more than happy to offer you a credit in the amount of $XXX per night towards this upgrade and will be valid for 7 days from the date of this email. These include our 1 Bedroom xxx Suite, our 1 Bedroom Delux xxx Suite, and our 2 Bedroom xxx Suite.
I asked to understand exactly what this means and am awaiting a response from the hotel.
We are elated to welcome you with reservation # XXXX for your upcoming stay! As a Starwood Platinum Member, we know that you are our most discerning guests and we appreciate that you have chosen to stay with us.
We did want to reach out to you in advance of your arrival and provide you with the opportunity to purchase an upgrade to 0ne of our Suites prior to your arrival and outline some of the benefits you are entitled to while staying with us, should you prefer to make additional arrangments ahead of time.
If you would like to consider upgrading to a suite in advace of your arrival, we will be more than happy to offer you a credit in the amount of $XXX per night towards this upgrade and will be valid for 7 days from the date of this email. These include our 1 Bedroom xxx Suite, our 1 Bedroom Delux xxx Suite, and our 2 Bedroom xxx Suite.
I asked to understand exactly what this means and am awaiting a response from the hotel.
Nov 25, 2018, 12:09 pm
#328
Join Date: Aug 2018
Posts: 902
OK, I have two SNAs pending for a stay in a few weeks on a points reservation and I received this letter (typos not corrected):
We are elated to welcome you with reservation # XXXX for your upcoming stay! As a Starwood Platinum Member, we know that you are our most discerning guests and we appreciate that you have chosen to stay with us.
We did want to reach out to you in advance of your arrival and provide you with the opportunity to purchase an upgrade to 0ne of our Suites prior to your arrival and outline some of the benefits you are entitled to while staying with us, should you prefer to make additional arrangments ahead of time.
If you would like to consider upgrading to a suite in advace of your arrival, we will be more than happy to offer you a credit in the amount of $XXX per night towards this upgrade and will be valid for 7 days from the date of this email. These include our 1 Bedroom xxx Suite, our 1 Bedroom Delux xxx Suite, and our 2 Bedroom xxx Suite.
I asked to understand exactly what this means and am awaiting a response from the hotel.
We are elated to welcome you with reservation # XXXX for your upcoming stay! As a Starwood Platinum Member, we know that you are our most discerning guests and we appreciate that you have chosen to stay with us.
We did want to reach out to you in advance of your arrival and provide you with the opportunity to purchase an upgrade to 0ne of our Suites prior to your arrival and outline some of the benefits you are entitled to while staying with us, should you prefer to make additional arrangments ahead of time.
If you would like to consider upgrading to a suite in advace of your arrival, we will be more than happy to offer you a credit in the amount of $XXX per night towards this upgrade and will be valid for 7 days from the date of this email. These include our 1 Bedroom xxx Suite, our 1 Bedroom Delux xxx Suite, and our 2 Bedroom xxx Suite.
I asked to understand exactly what this means and am awaiting a response from the hotel.
Last edited by MePlatPremier; Nov 25, 2018 at 12:20 pm
Nov 25, 2018, 12:19 pm
#329
Join Date: Aug 2018
Posts: 902
JW Marriott Bangkok
Originally confirmed: Family Suite, 2 Bedroom Connecting Suite, City view
Replaced with: Executive lounge access, 1 Bedroom Suite, 1 King, City view
To be honest I would not press on this topic too much if I only had 2 people staying, but I am going to have 3 so I'd rather have everyone on a real bed than a roll away that I am told is complimentary by the Assistant Executive Floor Manager even though I am paying for a 3rd person's fee.
Also, the SNA would have probably never been applied here had it worked properly in Westin Osaka, but it failed thanks to Marriott's IT. Trying to apply this SNA was also a hassle too with the SNA not being attached until 1 day before the 5-day count down starts.
Originally confirmed: Family Suite, 2 Bedroom Connecting Suite, City view
Replaced with: Executive lounge access, 1 Bedroom Suite, 1 King, City view
To be honest I would not press on this topic too much if I only had 2 people staying, but I am going to have 3 so I'd rather have everyone on a real bed than a roll away that I am told is complimentary by the Assistant Executive Floor Manager even though I am paying for a 3rd person's fee.
Also, the SNA would have probably never been applied here had it worked properly in Westin Osaka, but it failed thanks to Marriott's IT. Trying to apply this SNA was also a hassle too with the SNA not being attached until 1 day before the 5-day count down starts.
But if that suite category was indeed on the SNA list of upgrade options, if one picked it as an option and if that option cleared and one got the SNA upgrade confirmed, then the hotel is to blame. They should either make good on the confirmed SNA upgrade or politely downgrade to a different suite category with pleanty excuses and offer some tangible compensation.
Nov 25, 2018, 6:15 pm
#330
Join Date: Jun 2015
Posts: 343
Why are you blaming the "victim"? The hotel screwed up, they should honor it. It's that simple. More than that, it's a relatively high end, luxury hotel, they should have honored there own mistake, without question.