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
Sep 27, 2022, 6:01 pm
#3811
Join Date: Jun 2017
Location: SEA/NYC/IAD
Programs: UA 1K, Marriott Titanium, Hyatt Explorist
Posts: 1,932
I'm just kidding myself when it comes to upgrades, right? I'm starting to come around on the idea that upgraded rooms are the same as sitting up front -- want first, buy first ... want suite, buy suite?
Sep 28, 2022, 1:37 am
#3812
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
This is true in my case. I have used SNA's for suites that are worth over $2K per night for rooms booked under $300. I have used them mostly in Europe (especially London Recently).
Sep 28, 2022, 3:45 am
#3813
Join Date: Jun 2001
Location: San Diego Area
Programs: UA Gold MM, AA Gold MM, Marriott Plat LT, HH Gold, IHG Plat, WoH Discvst, Hertz PC
Posts: 1,834
Several months before check-in day, I applied SNAs for 2 nights of upgrade. The day before check in, I got the message that the request was denied. Then (after OLCI) was upgraded to the room type I applied for when checked in at the desk. Go figure…
Sep 28, 2022, 8:22 am
#3814
Join Date: Dec 2014
Posts: 1,880
Is that mostly when traveling in the US? I keep reading these weird and crazy fantastical stories about people redeeming their SNAs for thousands of dollars worth of perceived upgrades on a tropical island I will probably never get to see in my lifetime, heh.
I'm just kidding myself when it comes to upgrades, right? I'm starting to come around on the idea that upgraded rooms are the same as sitting up front -- want first, buy first ... want suite, buy suite?
I'm just kidding myself when it comes to upgrades, right? I'm starting to come around on the idea that upgraded rooms are the same as sitting up front -- want first, buy first ... want suite, buy suite?
Sep 28, 2022, 10:24 am
#3815
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Is that mostly when traveling in the US? I keep reading these weird and crazy fantastical stories about people redeeming their SNAs for thousands of dollars worth of perceived upgrades on a tropical island I will probably never get to see in my lifetime, heh.
I'm just kidding myself when it comes to upgrades, right? I'm starting to come around on the idea that upgraded rooms are the same as sitting up front -- want first, buy first ... want suite, buy suite?
I'm just kidding myself when it comes to upgrades, right? I'm starting to come around on the idea that upgraded rooms are the same as sitting up front -- want first, buy first ... want suite, buy suite?
Most hotels offer better view room to standard suites.
Rarely hotel offer those above standard suites.
The region I travel more, Asian, Middle East, and Europe does offer better selection of suites for SNA.
Also I did frequenty upgraded to their standard suite or better without SNA.
Although some hotels in this region did follow their US counterparts in term of stingyness.
Sep 30, 2022, 12:59 am
#3816
Join Date: Mar 2015
Location: YVR
Posts: 1,085
SNA noob here... Is there any way of checking what rooms are in the SNA pool for a given hotel?
I've got some newly booked stays coming up, but have already used up my SNA allowance on other stays.
Do I have to detach my SNAs from another booking to see what's offered by another property?
I've got some newly booked stays coming up, but have already used up my SNA allowance on other stays.
Do I have to detach my SNAs from another booking to see what's offered by another property?
Sep 30, 2022, 1:11 am
#3817
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,774
SNA noob here... Is there any way of checking what rooms are in the SNA pool for a given hotel?
I've got some newly booked stays coming up, but have already used up my SNA allowance on other stays.
Do I have to detach my SNAs from another booking to see what's offered by another property?
I've got some newly booked stays coming up, but have already used up my SNA allowance on other stays.
Do I have to detach my SNAs from another booking to see what's offered by another property?
The only way to reliably check is to make a dummy booking and apply an SNA. If you can’t do that, due to your SNAs already being applied to other bookings, then you could try asking in the thread for the specific hotel on this forum - someone will probably have recent experience.
Sep 30, 2022, 2:56 am
#3818
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
One needs to have a minimum of 1 suite night award in their account to do this process. Make a dummy booking for one night and check/
Sep 30, 2022, 2:58 am
#3819
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,774
Sep 30, 2022, 4:31 am
#3821
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
Here's my latest SNA experience. I'm in London. I initially booked the JW Grosvenor, but when Marriott announced the brand promo, I started thinking of changing to the Sheraton Park Lane as I don't think I'll be staying at any other Sheratons before the end of the year, but I'll probably stay at JW when in BKK. So I booked the Sheraton Park Lane while mulling my options. I booked one night on points, and one night with cash at each hotel, so ended up with 4 reservations.
I decided to apply SNAs to all of them as I was trying to decide what to do. I think I chose the 2 largest suite options at both hotels. Both of my JW upgrades went through, but only the first night at the Sheraton cleared. I decided to cancel the JW and sent a message to Sheraton via chat asking if I might be able to keep the same room/suite for both nights.
The response I got is as follows;
"Thank you so much to being in contact with us. I am happy to confirm that you will be staying in the same room. We are aware that the suite night award did not go through, however we are making an exception on this occasion to let you stay in the suite requested."
Bolding mine. This confirms once again that the hotel is not the one clearing the SNAs. It is an automated system as William has told us many times.
If I had been on the ball at the time, I would have canceled the SNA request for the second night at the Sheraton. I never got an upgrade confirmation email but the SNA was never returned so I assume the hotel canceled it. It's only fair I guess.
I was also able to use my gift cards and get 4 pm check out at the Sheraton.
I decided to apply SNAs to all of them as I was trying to decide what to do. I think I chose the 2 largest suite options at both hotels. Both of my JW upgrades went through, but only the first night at the Sheraton cleared. I decided to cancel the JW and sent a message to Sheraton via chat asking if I might be able to keep the same room/suite for both nights.
The response I got is as follows;
"Thank you so much to being in contact with us. I am happy to confirm that you will be staying in the same room. We are aware that the suite night award did not go through, however we are making an exception on this occasion to let you stay in the suite requested."
Bolding mine. This confirms once again that the hotel is not the one clearing the SNAs. It is an automated system as William has told us many times.
If I had been on the ball at the time, I would have canceled the SNA request for the second night at the Sheraton. I never got an upgrade confirmation email but the SNA was never returned so I assume the hotel canceled it. It's only fair I guess.
I was also able to use my gift cards and get 4 pm check out at the Sheraton.
Sep 30, 2022, 7:14 am
#3822
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,478
Sep 30, 2022, 9:55 am
#3823
Join Date: Jul 2018
Programs: Aadvantage platinum; IHG Spire
Posts: 546
Just spent almost 2 weeks in the US, mostly in Marriott properties. Here's the tally of success:
Residence Inn Marina Del Rey - SNA declined, upgraded to a partial seaview
Courtyard Palm Springs - SNA accepted! Upgraded to a 1 bed suite
The EngLish Hotel Las Vegas - SNA declined, no upgrade
JW Marriott Resort Las Vegas - SNA declined, don't think we were upgraded, however one weird thing happened. We took points instead of breakfast as we had a 241 for the buffet. Had the buffet and charged it to the room. At checkout she asked if we had breakfast, we said yes, and she said "I'll take care of that" and took it off the bill!
Springhill Suites Springdale (Zion) - didn't bother with the SNA, no upgrade.
The Avalon Beverly Hills - don't think they accepted SNAs and no upgrade or breakfast offered.
Residence Inn Marina Del Rey - SNA declined, upgraded to a partial seaview
Courtyard Palm Springs - SNA accepted! Upgraded to a 1 bed suite
The EngLish Hotel Las Vegas - SNA declined, no upgrade
JW Marriott Resort Las Vegas - SNA declined, don't think we were upgraded, however one weird thing happened. We took points instead of breakfast as we had a 241 for the buffet. Had the buffet and charged it to the room. At checkout she asked if we had breakfast, we said yes, and she said "I'll take care of that" and took it off the bill!
Springhill Suites Springdale (Zion) - didn't bother with the SNA, no upgrade.
The Avalon Beverly Hills - don't think they accepted SNAs and no upgrade or breakfast offered.
Oct 2, 2022, 10:17 pm
#3824
Join Date: Mar 2010
Location: YYZ
Programs: Marriott Bonvoy Lifetime Titanium, AC Elite, Airmiles Gold, Hertz Gold Plus Rewards
Posts: 785
Could SNAs be confirmed days 4,3,2 before check in in principle?
Has anyone had their SNAs cleared if denied day 5 before check in? I have been somewhat successful getting my SNAs cleared over the years but only if granted on day 5 before check in. If I am getting dreaded "We haven't yet been able to confirm your Suite Night Awards™ request for your upcoming reservation. We'll keep checking until 2 p.m. local hotel time", to me it means a polite denial. SNAs have never cleared for in this case.
Oct 3, 2022, 2:24 am
#3825
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
Has anyone had their SNAs cleared if denied day 5 before check in? I have been somewhat successful getting my SNAs cleared over the years but only if granted on day 5 before check in. If I am getting dreaded "We haven't yet been able to confirm your Suite Night Awards™ request for your upcoming reservation. We'll keep checking until 2 p.m. local hotel time", to me it means a polite denial. SNAs have never cleared for in this case.