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 7, 2022, 9:29 am
#3661
Join Date: Mar 2007
Location: MSP
Programs: Marriott Lifetime Titanium, UA Silver, Hertz 5*
Posts: 913
As of today (7/7) the 5 extended SNAs are still applied to my dummy reservation (i.e. the reservation did not get auto-canceled) and the 5 legitimate ones (expiring 12/31) are showing as unused. Waiting to hear more experiences before I un-attach the SNAs from this reservation or cancel the reservation altogether.
FWIW, at this point I don't have any plans to actually use these before the end of the year. Just curious to see what lengths Marriott is going to go to destroy goodwill. All my paid stays are going to Hyatt and Marriott is only getting redemptions where it makes sense.
FWIW, at this point I don't have any plans to actually use these before the end of the year. Just curious to see what lengths Marriott is going to go to destroy goodwill. All my paid stays are going to Hyatt and Marriott is only getting redemptions where it makes sense.
Jul 7, 2022, 11:26 am
#3662
Join Date: May 2009
Location: UK
Posts: 3,951
Should have attached my exp. 30th June SNA’s to a reservation as they have just clawed back the other 4, having only lost 1 beforehand. I’m surprised Marriott, with their infamous IT, made a conscious effort to come back and take the rest, for all they’ll be out there.
Jul 8, 2022, 6:45 pm
#3663
Join Date: Aug 2006
Location: Southern California
Programs: AA Exec Plat, UA Gold, Hyatt Globalist, Marriott Titanium, Hilton Gold, National Exec, Hertz Pres
Posts: 212
When selecting suites for a SNA, does the system automatically assign you to the best suite you select if it's available or does selecting a lower level suite in addition to the higher level suite negatively affect your chances of getting a high level suite?
Say if a hotel has a one bedroom suite and a junior suite. I prefer the 1 bedroom suite over the junior suite, but I prefer the junior suite over a standard room. Would selecting both a 1 bedroom suite and a junior suite reduce my chances of getting a 1 bedroom suite, or will I only get assigned a junior suite if there isn't any 1 bedroom suite availability?
Say if a hotel has a one bedroom suite and a junior suite. I prefer the 1 bedroom suite over the junior suite, but I prefer the junior suite over a standard room. Would selecting both a 1 bedroom suite and a junior suite reduce my chances of getting a 1 bedroom suite, or will I only get assigned a junior suite if there isn't any 1 bedroom suite availability?
Jul 8, 2022, 9:33 pm
#3664
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
When selecting suites for a SNA, does the system automatically assign you to the best suite you select if it's available or does selecting a lower level suite in addition to the higher level suite negatively affect your chances of getting a high level suite?
Say if a hotel has a one bedroom suite and a junior suite. I prefer the 1 bedroom suite over the junior suite, but I prefer the junior suite over a standard room. Would selecting both a 1 bedroom suite and a junior suite reduce my chances of getting a 1 bedroom suite, or will I only get assigned a junior suite if there isn't any 1 bedroom suite availability?
Say if a hotel has a one bedroom suite and a junior suite. I prefer the 1 bedroom suite over the junior suite, but I prefer the junior suite over a standard room. Would selecting both a 1 bedroom suite and a junior suite reduce my chances of getting a 1 bedroom suite, or will I only get assigned a junior suite if there isn't any 1 bedroom suite availability?
Jul 8, 2022, 11:58 pm
#3665
Join Date: Jan 2018
Posts: 10
I would leave it. If you weren't on FT, you wouldn't know anything about the Marriott sh!t show going on. Marriott has made no announcements or sent out any emails to anyone. They posted something on social media which they deleted. I doubt Marriott will be stupid enough to start canceling reservations. They may delete the SNAs. If they somehow mistakenly cancel the reservation, they should have to reinstate it.
We need @Flyingwith5 to come back and explain what he/she means by canceling future bookings.
We need @Flyingwith5 to come back and explain what he/she means by canceling future bookings.
Jul 9, 2022, 1:00 am
#3666
Join Date: Aug 2006
Location: Southern California
Programs: AA Exec Plat, UA Gold, Hyatt Globalist, Marriott Titanium, Hilton Gold, National Exec, Hertz Pres
Posts: 212
Per William, if both suites are available, up you will be assigned to the higher level suite. However if only the junior suite is available and you are assigned that, the system will not keep checking so if the 1 bedroom suite later becomes available, you will not be further upgraded. Of course, YMMV with Marriott’s stellar IT and the nutcases (hotel managers) running the asylum.
Jul 9, 2022, 4:26 am
#3667
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
Thanks, since my stay is coming in two days, I changed my selection to include junior suite since there aren't any more opportunities to be "further upgraded". I checked my e-mail and I received two e-mails. One saying that my SNA has been removed and another saying they received my SNA request. It looks like the system removes and reattaches it when you modify SNA suite selections. Are SNAs processed in the order they are received or some other order (like status)? If processed in order received, then any change puts you in the back of the line?
Is it any wonder that FTers loved SPG’s transparency!
Jul 9, 2022, 4:28 am
#3668
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
Jul 9, 2022, 10:20 am
#3670
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,480
Yeah, if there are still rules, they're so randomly enforced it doesn't matter for purposes of trying to figure out what will happen in any particular situation. You're really left to hope the property follows the process in good faith. Some still do, though that number continues to dwindle.
Jul 9, 2022, 12:49 pm
#3671
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
So I cancelled my reservation which had the extended (then clawed back) suite night awards. They instantly showed back in my account still with the extended expiry date.
I immediately made a new reservation at a different property and was able to attach them once again.
I immediately made a new reservation at a different property and was able to attach them once again.
Jul 9, 2022, 8:32 pm
#3672
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
I had fourteen SNAs expire. I'm disappointed that Bonvoy didn't let me keep a couple of them after the extension fiasco.
Jul 10, 2022, 6:53 pm
#3673
Join Date: Dec 2004
Location: BLI
Programs: Alaska Million Mile Flyer, Marriott Lifetime Titanium Elite
Posts: 3,195
Update (not unexpected): All five of my five extended SNAs have now been clawed back, after only one was clawed back earlier.
As a CMO (which I have been more than once), I'd file this under how-to-kill-customer-goodwill. Classic case study material.
As a CMO (which I have been more than once), I'd file this under how-to-kill-customer-goodwill. Classic case study material.
Jul 11, 2022, 8:01 am
#3674
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: 15,061
I am so happy to have never once selected a Suite Night Award (SNA) as my Annual Choice Benefit (ACB). 🤠 Beaucoup Bonv∘y!
Jul 11, 2022, 8:29 am
#3675
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210