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 11, 2022, 8:33 am
#3676
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: 15,058
Or more nights than I need. 
(In the four years when I hit 75, it paid off with a 40K-point certificate.)
If they don't change the rules before then, I will hit Marriott Bonv∘y lifetime Platinum Elite status early next year when the credit card nights post, and this will be my final year as a Titanium Elite.
As of last year, I have shifted most of my stays and credit card spend to my wife's accounts, so she can get lifetime Plat, too. 💚
(In the four years when I hit 75, it paid off with a 40K-point certificate.)
If they don't change the rules before then, I will hit Marriott Bonv∘y lifetime Platinum Elite status early next year when the credit card nights post, and this will be my final year as a Titanium Elite.
As of last year, I have shifted most of my stays and credit card spend to my wife's accounts, so she can get lifetime Plat, too. 💚
Last edited by SPN Lifer; Jul 11, 2022 at 8:39 am
Jul 11, 2022, 11:46 am
#3677
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 11, 2022, 12:27 pm
#3679
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
Jul 11, 2022, 2:18 pm
#3680
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 11, 2022, 2:38 pm
#3681
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
Jul 11, 2022, 2:41 pm
#3682
Join Date: Aug 2013
Location: YYZish
Posts: 300
Hmph!
I came here looking to see what may have happened to my suite night awards. I assumed they were from this year's status that got IT'd (Marriott IT phenomenon magically selected as an elite benefit). Five others were previously due to expire 30 June.
I must have made the magic window that I did not know about. I saw suite nights were available for a recent booking. Oddly (to me) there were only four available. I figured I would investigate later. I redeemed three for a stay that ended today. After booking that three night stay I had three suite night awards available. Then I had one left when the upgrade confirmed.
Edited to Add:
Going through email, looks like I made the booking 5 July.. Confirmed 7 July. Stay 8-11 July.
Today zero. I figured I should fix this fast. And...
I enjoyed my suite upgrade.
I guess I got lucky. Unless those were my IT'd suite nights auto selected for this year's status that just disappeared.
Hmph!
P.S.
Grateful to this forum for keeping me informed!
Edited to Add:
Going through email, looks like I made the booking 5 July. Upgrade confirmed 7 July. Stay 8-11 July.
I came here looking to see what may have happened to my suite night awards. I assumed they were from this year's status that got IT'd (Marriott IT phenomenon magically selected as an elite benefit). Five others were previously due to expire 30 June.
I must have made the magic window that I did not know about. I saw suite nights were available for a recent booking. Oddly (to me) there were only four available. I figured I would investigate later. I redeemed three for a stay that ended today. After booking that three night stay I had three suite night awards available. Then I had one left when the upgrade confirmed.
Edited to Add:
Going through email, looks like I made the booking 5 July.. Confirmed 7 July. Stay 8-11 July.
Today zero. I figured I should fix this fast. And...
I enjoyed my suite upgrade.
I guess I got lucky. Unless those were my IT'd suite nights auto selected for this year's status that just disappeared.
Hmph!
P.S.
Grateful to this forum for keeping me informed!
Edited to Add:
Going through email, looks like I made the booking 5 July. Upgrade confirmed 7 July. Stay 8-11 July.
Last edited by NotJustDreaming; Jul 11, 2022 at 2:57 pm Reason: Add Edit
Jul 12, 2022, 8:24 am
#3683
Join Date: Jul 2014
Location: DTW
Programs: Hyatt Globalist, Marriott Titainum, Hilton Diamond, IHG Platinum, Delta Diamond
Posts: 142
I'm not able to use any of my SNAs. It was fine couple of months ago but since then, i've tried to apply it to 15+ reservations at different hotels in different parts of the world on different dates and for every single one, I see the message "SNAs are not available to redeem for this reservation" (or whatever the exact message is)
Jul 12, 2022, 8:32 am
#3684
Join Date: Jul 2021
Programs: United, EVA, Marriott, Hilton
Posts: 309
I'm not able to use any of my SNAs. It was fine couple of months ago but since then, i've tried to apply it to 15+ reservations at different hotels in different parts of the world on different dates and for every single one, I see the message "SNAs are not available to redeem for this reservation" (or whatever the exact message is)
Jul 13, 2022, 11:18 am
#3686
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,320
--Jon
Jul 14, 2022, 7:45 am
#3687
Join Date: Jul 2022
Posts: 1
If you use sna do you still earn points on paid stays?
If you use sna, do you still earn points on paid stays? I was just credited towards total night stays, but no points show earned. If I should have earned points, does anyone have a workable email to send instead of calling please?
Jul 14, 2022, 8:54 am
#3688
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
How Do I Request Credit for a Completed Stay?
Jul 14, 2022, 9:14 am
#3689
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,774
If the rate was eligible for points earning, SNAs should not affect that. They’ve probably just screwed up posting your stay properly - it’s happened to about 40% of my stays recently. I would advise contacting Marriott Bonvoy on Twitter, or message one of the lurkers on here. I just get the ambassador service to fix it - it’s basically the only useful thing they do.
Jul 14, 2022, 11:21 am
#3690
Join Date: Jul 2011
Location: FL
Programs: Marriott Titanium, Hilton Diamond, American Platinum, Hyatt Globalist
Posts: 88
New situation that I hadn't seen reported here before. Had tried to apply an SNA to a stay over Memorial Day weekend. Didn't get a "we're working on it" email at the 5 day mark but saw that I had been upgraded to the suite I requested at that time. Day before arrival didn't get an SNA rejection email either. Fast forward to yesterday, got an email that my SNA request had been denied & the SNA showed up redeposited in my account.