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
Apr 11, 2019, 5:19 am
#991
Join Date: Apr 2009
Posts: 298
This one did. I was very surprised myself and thought that this was extremely unusual and generous. They have discontinued this since, but when I requested the SNA there were a number of multi-room speciality suites available. I pounced on the opportunity.
Apr 11, 2019, 6:03 am
#992
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
Quite a lot of properties have what seem like an almost random selection of rooms at the moment because of the terrible implementation in the new system - not hard to believe a non-5* has a Presidential suite available at the moment. If it were the St Regis New York I would be more skeptical.
Apr 11, 2019, 8:10 am
#993
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
This happened with many SPG properties during the IT switchover. I experienced it with StR Bangkok, StR NYC, and Prince de Galles - virtually all suites were made available for SNA selection.
The properties will deny they allowed it, deny they were aware of it, and will deny the upgrade to those suites. StR Bangkok told me the only SNA upgrade is to Metropolitan Suite, and took my SNA despite my specifically not selecting that suite. Given all the problems I've had with the things, I consider the loss of the SNA next to meaningless.
Just one more example of botched Marriott IT and terrible cs.
The properties will deny they allowed it, deny they were aware of it, and will deny the upgrade to those suites. StR Bangkok told me the only SNA upgrade is to Metropolitan Suite, and took my SNA despite my specifically not selecting that suite. Given all the problems I've had with the things, I consider the loss of the SNA next to meaningless.
Just one more example of botched Marriott IT and terrible cs.
Last edited by Kacee; Apr 11, 2019 at 8:19 am
Apr 11, 2019, 8:55 am
#994
Join Date: Nov 2013
Programs: DL Diamond, United Gold, Marriott Ambassador, Hilton Gold
Posts: 41
I had a good experience at Hotel be Berri in Paris last month. Berri Suite cleared 5 days ahead. Tried to use one at the Renaissance St Pancras in London the same week and no luck. So far I am 1 for 3 attempts. Feels like a roll of the dice rather than a dependable perk.
Apr 11, 2019, 11:35 am
#995
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
Has anyone had any luck with emailing the management in the hotel regarding the SNA? Just wondering if this is a standard practice or if it helps with getting them approved. Have one applied at the JW in Hong Kong, first time getting the SNA so not too familiar with the gameplan on these things.
Apr 11, 2019, 12:19 pm
#997
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
Has anyone had any luck with emailing the management in the hotel regarding the SNA? Just wondering if this is a standard practice or if it helps with getting them approved. Have one applied at the JW in Hong Kong, first time getting the SNA so not too familiar with the gameplan on these things.
Apr 11, 2019, 2:18 pm
#998
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
Apr 11, 2019, 3:13 pm
#999
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Twice (at St Regis SF and Prince de Galles) the hotel preupgraded me to a Suite one up from the SNA Suite. I didn’t cancel my SNAs and when they cleared I was downgraded to the SNA suite. Both time it took phone calls to move me back. Just as a head’s up. Next time I will probably cancel— the fear being something changes and I end up with no Suite.
Apr 11, 2019, 3:13 pm
#1000
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
We don't know how it's being done now, but there are indications it is being handled at the property level.
Apr 11, 2019, 3:33 pm
#1001
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
IME, they will take the SNA, even if it was not technically an SNA upgrade. For this reason, I am now pulling SNAs if they have not cleared 24 hours before check-in.
We don't know how it's being done now, but there are indications it is being handled at the property level.
We don't know how it's being done now, but there are indications it is being handled at the property level.
And clearing at property level would definitely be a change, no?
Apr 11, 2019, 4:17 pm
#1002
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
As I understand it, yes. I'm from the Marriott side, so that's based on what I've read here.
Apr 11, 2019, 8:17 pm
#1003
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
Twice (at St Regis SF and Prince de Galles) the hotel preupgraded me to a Suite one up from the SNA Suite. I didn’t cancel my SNAs and when they cleared I was downgraded to the SNA suite. Both time it took phone calls to move me back. Just as a head’s up. Next time I will probably cancel— the fear being something changes and I end up with no Suite.
Apr 11, 2019, 11:27 pm
#1004
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
Apr 11, 2019, 11:54 pm
#1005
Join Date: Sep 2007
Location: Singapore
Programs: TG Gold, MPC Silver, Bonvoy Ambassador
Posts: 563
Had a bit of luck recently and my SNA confirmed into a Park View Suite at the JW Marriot Grosvenor house in London. They had loads of suite options available for SNA redemption however that's the only one I selected. I was kind of surprised if got confirmed as that room was running at 1,200 gbp per night over the 4 nights I was staying. My room rate was 265 gbp so I think I got pretty good value for that stay!