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
#3826
Join Date: Aug 2016
Programs: Marriott Ambassador, A3 Gold, M&M Senator
Posts: 121
I have a BRG reservation that I cannot rebook and when I try to apply SNAs it says it failed and I should try again later. Nothing has changed in the last 2 weeks and Ambassador team says they don't know and will ask the hotel 5 days out. But the way I know the hotel, they won't care about that at all... Any advice?
#3828
Join Date: Dec 2014
Posts: 1,880
Marriott had an error recently where they inadvertently extended SNAs that were supposed to expire 6/30 (SNAs that had already been extended due to the pandemic) to 12/31, but then clawed back those SNAs. It's possible that was the source of your confusion?
#3829
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,120
Is anyone having problems applying SNAs? I have just selected my 50 and 75 night benefits and can see the FNA on my account however when I go into existing bookings, and I have checked 4 of them, I see no option to apply the SNAs. Does it take time for them to appear on your account?
So the FNA is showing but not the SNAs in my account overview Lurkers if around could you please help?
So the FNA is showing but not the SNAs in my account overview Lurkers if around could you please help?
Last edited by ExpatSomchai; Oct 4, 2022 at 3:37 pm
#3830
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
Is anyone having problems applying SNAs? I have just selected my 50 and 75 night benefits and can see the FNA on my account however when I go into existing bookings, and I have checked 4 of them, I see no option to apply the SNAs. Does it take time for them to appear on your account?
So the FNA is showing but not the SNAs in my account overview Lurkers if around could you please help?
So the FNA is showing but not the SNAs in my account overview Lurkers if around could you please help?
Could you send a PM to us with account number, contact way and booking numbers so we can check for you?
Please let us know if you need further assistance.
Best Regards,
Abbey L
Specialist, Social Media
Marriott International
#3831
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
#3832
Join Date: Dec 2010
Location: LHR
Programs: Accor PLT,Thai Silver, HH Dia, SPG Titanium (LT Gold), Aegean Gold, BA Silver
Posts: 5,120
#3833
Join Date: Mar 2010
Location: YYZ
Programs: Marriott Bonvoy Lifetime Titanium, AC Elite, Airmiles Gold, Hertz Gold Plus Rewards
Posts: 785
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.
#3836
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
They are truly shameless!
I'll add that app is currently all messed up - would not let me book at the displayed rate, kept "upgrading" my reservation to a more expensive option for the same room. I wound up booking on the website, which I usually avoid like the plague.
I'll add that app is currently all messed up - would not let me book at the displayed rate, kept "upgrading" my reservation to a more expensive option for the same room. I wound up booking on the website, which I usually avoid like the plague.
#3837
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
#3838
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
For the night in question, property is selling no less than six higher category rooms, including a Larger 1 King Bayview, a Junior Suite, an Executive Suite, a Hospitality Suite, a Luxury Suite, and the Presidential Suite. None of those are available for SNA upgrade.
#3839
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Afterall the SNA give you an extra bed!