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
Mar 10, 2019, 6:30 am
#856
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
I have 2 reservations for the St Regis Singapore for April and June.
Both apps and website show the option of selecting SNA for both reservations.
SNA options available for both reservations are :
Caroline Astor Suite
St Regis Suite
Penthouse Room(1 king or double)
Mar 10, 2019, 6:33 am
#857
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Have Lurkers confirm that the SNA not available on prepaid rate for certain hotels are working as intended, or IT error ?
And if it is indeed IT issue, when can they expect it to be solved ?
And if it is indeed IT issue, when can they expect it to be solved ?
Mar 10, 2019, 6:49 am
#858
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
Mar 10, 2019, 8:31 am
#859
Join Date: Nov 2008
Location: Washington, DC
Programs: United Premier 1K 1MM; AA Plat Pro; Hyatt Globalist; Marriott Platinum; Avis President's Club
Posts: 2,529
I've learned from StarwoodLurker that Westin Kyoto and Prince Gallery do participate in the SNA program. Wonder if the Mods might consider modifying the Wiki to include a list of hotels that don't participate in SNAs?
Last edited by mh3265a; Mar 11, 2019 at 4:26 am
Mar 10, 2019, 3:16 pm
#860
Join Date: Jan 2001
Location: Boston, MA
Programs: AA Lifetime Platinum (3MM), QF Lifetime Gold, Bonvoy Lifetime Platinum, Ex-Hyatt Diamond
Posts: 7,541
Hotel Says It has No Control over SNA Inventory Availability?
I am speaking with a hotel which says they'd be happy to UG me to a confirmed suite if I can get them a Platinum suite night award.
Bonvoy says no SNAs are available at this property for this time. The hotel says they have upgrade suites available which they'd be happy to allocate to me, but there's nothing they can do on their end to create inventory in Bonvoy.
Sounds like a crazy Catch 22.
I don't understand how Bonvoy determines this inventory and not the property itself?
Any perspectives/advice?
Bonvoy says no SNAs are available at this property for this time. The hotel says they have upgrade suites available which they'd be happy to allocate to me, but there's nothing they can do on their end to create inventory in Bonvoy.
Sounds like a crazy Catch 22.
I don't understand how Bonvoy determines this inventory and not the property itself?
Any perspectives/advice?
Last edited by nologic; Mar 10, 2019 at 3:28 pm
Mar 10, 2019, 8:02 pm
#862
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,088
used it at the JW Singapore
Mar 11, 2019, 7:32 am
#864
Join Date: Feb 2011
Location: SEA, ATL (wish it was still ORD)
Programs: AA EXP; DL Platinum, Marriott Titanium, Hilton Diamond, Hyatt Globalist (marriage perk)
Posts: 514
Just few additional data points on where SNA do not seem to be available for use on pre-paid rates:The Dixon (London), Westin Palace (Milan), St Pancreas Renassiance (London), Renaissance LHR (not that I'd use it), Palace Hotel (San Fran), Ritz-Carlton Kyoto (as expected), Marriott Warsaw, Courtyard Stockholm (as expected I guess although they do have studio rooms), Al Maha (as expected b/c all suits anyways).
I was able to apply it at W Taipei though (we'll see if it clears).
Is there any way to contact Marriott to try to apply SNA manually? At this rate of success I will never be able to use 5 certificates within this year. Given the IT mess, I'd expect them to extend the validity of SNA to 2020 I guess.
I was able to apply it at W Taipei though (we'll see if it clears).
Is there any way to contact Marriott to try to apply SNA manually? At this rate of success I will never be able to use 5 certificates within this year. Given the IT mess, I'd expect them to extend the validity of SNA to 2020 I guess.
Mar 11, 2019, 7:34 am
#865
Join Date: Jan 2001
Location: Boston, MA
Programs: AA Lifetime Platinum (3MM), QF Lifetime Gold, Bonvoy Lifetime Platinum, Ex-Hyatt Diamond
Posts: 7,541
Mar 11, 2019, 1:19 pm
#866
Join Date: Apr 2017
Posts: 74
Did I just get Bonvoyed?
I just received a confirmation email saying that my SNAs cleared for a stay starting this Saturday. Since the new SNA emails don't say what room type you clear into, I logged into my account to check the reservation... and it's completely gone! When I search for it using either the confirmation number in the original email and in the SNA clearing email (which is a different number with fewer digits, for some reason) I get a message that says the reservation can't be found.
Has anyone dealt with this before?
I just received a confirmation email saying that my SNAs cleared for a stay starting this Saturday. Since the new SNA emails don't say what room type you clear into, I logged into my account to check the reservation... and it's completely gone! When I search for it using either the confirmation number in the original email and in the SNA clearing email (which is a different number with fewer digits, for some reason) I get a message that says the reservation can't be found.
Has anyone dealt with this before?
Mar 11, 2019, 2:11 pm
#867
Join Date: Dec 2016
Programs: Marriott Titanium, IHG Spire Elite, Hilton Gold, United Silver, BA Bronze
Posts: 322
Did I just get Bonvoyed?
I just received a confirmation email saying that my SNAs cleared for a stay starting this Saturday. Since the new SNA emails don't say what room type you clear into, I logged into my account to check the reservation... and it's completely gone! When I search for it using either the confirmation number in the original email and in the SNA clearing email (which is a different number with fewer digits, for some reason) I get a message that says the reservation can't be found.
Has anyone dealt with this before?
I just received a confirmation email saying that my SNAs cleared for a stay starting this Saturday. Since the new SNA emails don't say what room type you clear into, I logged into my account to check the reservation... and it's completely gone! When I search for it using either the confirmation number in the original email and in the SNA clearing email (which is a different number with fewer digits, for some reason) I get a message that says the reservation can't be found.
Has anyone dealt with this before?
Based the above comments, the most reliable approach seems to be reaching out to the hotel to confirm they still have your reservation and the SNA status. The good news is that I haven't seen anyone report losing their reservation, the bad news is that the SNA success rate is variable for these cases. You may also want to ask the lurkers to help.
Best of luck.
Mar 11, 2019, 2:45 pm
#868
Join Date: Nov 2003
Location: wurtulla,queensland,australia
Programs: hh diamond,Qantas club life,AA EX-explat.SPG plat.
Posts: 1,431
Did I just get Bonvoyed?
I just received a confirmation email saying that my SNAs cleared for a stay starting this Saturday. Since the new SNA emails don't say what room type you clear into, I logged into my account to check the reservation... and it's completely gone! When I search for it using either the confirmation number in the original email and in the SNA clearing email (which is a different number with fewer digits, for some reason) I get a message that says the reservation can't be found.
Has anyone dealt with this before?
I just received a confirmation email saying that my SNAs cleared for a stay starting this Saturday. Since the new SNA emails don't say what room type you clear into, I logged into my account to check the reservation... and it's completely gone! When I search for it using either the confirmation number in the original email and in the SNA clearing email (which is a different number with fewer digits, for some reason) I get a message that says the reservation can't be found.
Has anyone dealt with this before?
Mar 11, 2019, 3:29 pm
#869
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
Twice in the past three weeks.
At which point the hotel will confirm that you've been "upgraded" to your original booking category.
You've been completely, utterly Bonvoyed.
Based the above comments, the most reliable approach seems to be reaching out to the hotel to confirm they still have your reservation and the SNA status. The good news is that I haven't seen anyone report losing their reservation, the bad news is that the SNA success rate is variable for these cases.
You've been completely, utterly Bonvoyed.
Mar 12, 2019, 7:17 am
#870
Join Date: Apr 2017
Posts: 74
Thanks to everyone who chimed in, and particularly to Kacee for the prior details of your experience at the St. Regis NYC. Based on what I've heard here, I contacted the hotel, which could still see my reservation, and had them send me a new confirmation email. It took several hours to go through but it did arrive and it shows me in a suite with the notation "(SUITE NIGHT AWARD GUARANTEED)" next to the room type. I fully expect that I'm going to get Bonvoyed with a downgrade at check-in but I'm hoping that having this confirmation in hand will help get things resolved at that time.