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 19, 2018, 2:15 pm
#91
Join Date: Feb 2001
Location: somewhere north of stateside...
Posts: 4,155
So for my Friday reservation, the hotel sent me a standard pre-arrival, and I responded back with respect to a Fedex delivery and mentioned that the SNA had not yet cleared (with no request that they do anything). The hotel responded back, noted that they could see no record of the request in their system, and advised that I contact Marriott/SPG customer care, given they can't directly pull the SNAs. Called customer service, they indicated it was fine on their side, but they sent some sort of message to the hotel to advise them on how to process. The property has a pretty good record on SNAs, so to be honest I trust them a lot more than the information that corporate is dealing with at this point.
The last SNA sweep on this one is at 2pm tomorrow... will see what happens. If I had any idea that they would have done such a terrible job on this integration, I would have tried and redeem these earlier in the year. Total disappointment.
The last SNA sweep on this one is at 2pm tomorrow... will see what happens. If I had any idea that they would have done such a terrible job on this integration, I would have tried and redeem these earlier in the year. Total disappointment.
Sep 19, 2018, 2:30 pm
#92
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,575
I noticed that my 50-night gift choice is available. I will cross 75 nights next week, so I guess I will then have two gift choices (?).
Is there any advantage to waiting before making the choices? What happens if I do not make any choice by January 1?
Is there any advantage to waiting before making the choices? What happens if I do not make any choice by January 1?
Sep 19, 2018, 3:06 pm
#93
Join Date: Jan 2011
Location: Charlotte, NC
Programs: Marriott Rewards Since 1992 - Lifetime Titanium
Posts: 39
Yes. You will have 2 gift choices. While some choices are the same at both levels, like Suite Night Awards. There are options at 75 that are not offered at 50, like a free night. I don't know of any advantage to waiting and selecting both the 50 and 75 night awards at the same time. There's no 'award multiplier' for doing them together.
Sep 19, 2018, 3:48 pm
#94
Join Date: Jul 2012
Posts: 211
.However, I am able to apply SNA onto LNF approved ex-Marriott reservation.
So I guess the issue is really depending on which account you keep. The system just won't understand and errors out if the SNA and reservation that came from 2 different accounts.
Sep 19, 2018, 4:21 pm
#95
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
The default if you didn't make a choice with SPG was 10 SNAs, so I'm guessing that's what it is with MPG. I don't know the deadline date for choosing this year though.
Sep 19, 2018, 4:40 pm
#96
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
I have a question for those with SNA experience.
We have a reservation starting on 13 Oct for which we have applied SNAs. When we made the reservation it was for a 'Superior Room, 2 Twin Beds'. Checking the reservation today it now says 'Suite, 1 King'. Looks like we have already been upgraded, but it also says the SNAs are still pending. If we have already been upgraded without the SNAs, will we get them back?
We have a reservation starting on 13 Oct for which we have applied SNAs. When we made the reservation it was for a 'Superior Room, 2 Twin Beds'. Checking the reservation today it now says 'Suite, 1 King'. Looks like we have already been upgraded, but it also says the SNAs are still pending. If we have already been upgraded without the SNAs, will we get them back?
Sep 19, 2018, 4:48 pm
#97
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
So for my Friday reservation, the hotel sent me a standard pre-arrival, and I responded back with respect to a Fedex delivery and mentioned that the SNA had not yet cleared (with no request that they do anything). The hotel responded back, noted that they could see no record of the request in their system, and advised that I contact Marriott/SPG customer care, given they can't directly pull the SNAs. Called customer service, they indicated it was fine on their side, but they sent some sort of message to the hotel to advise them on how to process. The property has a pretty good record on SNAs, so to be honest I trust them a lot more than the information that corporate is dealing with at this point.
The last SNA sweep on this one is at 2pm tomorrow... will see what happens. If I had any idea that they would have done such a terrible job on this integration, I would have tried and redeem these earlier in the year. Total disappointment.
The last SNA sweep on this one is at 2pm tomorrow... will see what happens. If I had any idea that they would have done such a terrible job on this integration, I would have tried and redeem these earlier in the year. Total disappointment.
Sep 19, 2018, 5:04 pm
#98
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
I have a question for those with SNA experience.
We have a reservation starting on 13 Oct for which we have applied SNAs. When we made the reservation it was for a 'Superior Room, 2 Twin Beds'. Checking the reservation today it now says 'Suite, 1 King'. Looks like we have already been upgraded, but it also says the SNAs are still pending. If we have already been upgraded without the SNAs, will we get them back?
We have a reservation starting on 13 Oct for which we have applied SNAs. When we made the reservation it was for a 'Superior Room, 2 Twin Beds'. Checking the reservation today it now says 'Suite, 1 King'. Looks like we have already been upgraded, but it also says the SNAs are still pending. If we have already been upgraded without the SNAs, will we get them back?
Many times my SNAs have not cleared and they've been returned to my account. However, at check-in the hotel has upgraded me to a suite anyhow.
^
Sep 19, 2018, 9:16 pm
#99
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
That's great. That means the hotel upgraded you of their own volition. I would just go ahead and cancel the SNAs. If you leave them on there, you may or may not get them back. SNAs are an automated process that doesn't kick in until 5 days prior to arrival. If the system sees that you are in a suite covered by the SNA, I'm thinking they might not return them, but I'm not sure.
Many times my SNAs have not cleared and they've been returned to my account. However, at check-in the hotel has upgraded me to a suite anyhow. ^
Many times my SNAs have not cleared and they've been returned to my account. However, at check-in the hotel has upgraded me to a suite anyhow.
^
Sep 19, 2018, 11:20 pm
#100
Join Date: Feb 2001
Location: somewhere north of stateside...
Posts: 4,155
They didn’t say that: they advised contacting customer care as at the property they “can’t” process the SNA. They apparently have visibility into requests, however, and as they didn't see mine, needed to ensure that it was there for the auto process to function.
Last edited by makin'miles; Sep 19, 2018 at 11:49 pm
Sep 23, 2018, 7:13 am
#102
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
I ask for an extension on my SNAs since I cannot use them but no answer on that as well.
Sep 24, 2018, 5:20 am
#103
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
OK, another question for you SNA pros.
We are holding two reservations with SNA requests. Both show the request as pending with a Modify link on the My Trips page. One of them also shows the request as pending with a Modify link on the View/Modify page for the reservation. However, there is no link on the View/Modify page for the second reservation. Not to worry, something to call about or no one knows, yet?
We are holding two reservations with SNA requests. Both show the request as pending with a Modify link on the My Trips page. One of them also shows the request as pending with a Modify link on the View/Modify page for the reservation. However, there is no link on the View/Modify page for the second reservation. Not to worry, something to call about or no one knows, yet?
Sep 24, 2018, 1:17 pm
#104
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
OK, another question for you SNA pros.
We are holding two reservations with SNA requests. Both show the request as pending with a Modify link on the My Trips page. One of them also shows the request as pending with a Modify link on the View/Modify page for the reservation. However, there is no link on the View/Modify page for the second reservation. Not to worry, something to call about or no one knows, yet?
We are holding two reservations with SNA requests. Both show the request as pending with a Modify link on the My Trips page. One of them also shows the request as pending with a Modify link on the View/Modify page for the reservation. However, there is no link on the View/Modify page for the second reservation. Not to worry, something to call about or no one knows, yet?
Sep 24, 2018, 1:47 pm
#105
Join Date: Jan 2000
Location: ATL - DL DM/3MM - HH Lifetime Diamond - Marriott Lifetime Plat
Posts: 3,117
Suite night awards not available on group rate?
I have a conference at the Westin NYC Times Square. I booked the group rate (I'm paying) which was $100 cheaper and without the $25 destination fee or whatever they call it. I called to apply 2 SNAs and was told I couldn't as it was a group rate. I've looked through the T&Cs and didn't see anything about this. Am I missing it?