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
Nov 26, 2019, 11:49 pm
#1831
Join Date: Sep 2018
Posts: 73
Yes, the upgrade was to the same type of room I requested with the SNA. But no, no complaints at all. Was happy to get the upgrade in the first place. Just wondering why the hotel would apply the SNA after the fact.
Nov 27, 2019, 12:38 am
#1832
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
Of course you can have complaints. SNA’s are for a suite guaranteed 5 days out. If you lose one every time you get an upgrade you’re not getting any benefit from the programme.
Nov 27, 2019, 1:46 pm
#1834
Join Date: Oct 2010
Posts: 146
48 hours after my confirmed SNA was cancelled, and the 1-bedroom suite is still available for a cash rate on the website (even though they said it would be removed from inventory). I'm beginning to think that it's not "inventory mismanagement" and they are instead manipulating the SNA program. Why can't properties just honor the rewards program the way it was designed?!
Nov 27, 2019, 5:19 pm
#1835
Join Date: Apr 2013
Posts: 225
48 hours after my confirmed SNA was cancelled, and the 1-bedroom suite is still available for a cash rate on the website (even though they said it would be removed from inventory). I'm beginning to think that it's not "inventory mismanagement" and they are instead manipulating the SNA program. Why can't properties just honor the rewards program the way it was designed?!
Nov 27, 2019, 5:48 pm
#1836
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,864
Have you read the wiki, and Post #220 ? Cheers.
Last edited by escapefromphl; Nov 27, 2019 at 6:05 pm
Nov 27, 2019, 7:11 pm
#1837
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
48 hours after my confirmed SNA was cancelled, and the 1-bedroom suite is still available for a cash rate on the website (even though they said it would be removed from inventory). I'm beginning to think that it's not "inventory mismanagement" and they are instead manipulating the SNA program.
Can you please name the property so we know to avoid it?
Nov 27, 2019, 7:43 pm
#1838
Join Date: Aug 2007
Location: Truth or Consequences, NM
Programs: HH Diamond, Marriott Titanium, Hertz President's Circle, UA Silver, Mobile Passport Unobtanium
Posts: 6,193
Nov 27, 2019, 7:56 pm
#1839
Join Date: Oct 2010
Posts: 146
Have you read the wiki, and Post #220 ? Cheers.
Nov 28, 2019, 1:34 pm
#1840
Join Date: Aug 2017
Location: OKC
Programs: Marriott Lifetime Platinum / Hyatt Discoverist / IHG Diamond / American Airlines Executive Platinum
Posts: 57
I just booked a standard room at the JW Marriott Hill Country in San Antonio for 4 nights (Dec 28 2019 - Jan 1 2020), and applied 4 nights SNA. The cash rate for the standard room for those dates is well below the going rate most of the year (I booked at $167/night, but the hotel is generally in the $300+/night range). But the hotel had suites at $699/night at time of booking, which is more than some of the close-in booking rate of less than $600/night.
We prefer to have a separate room for our daughter, and generally prefer a suite as it gives plenty of sitting space during the day that two individual rooms do not. Plus with two rooms you pay twice the resort fee. This is why I've made it to the end of the year with all five SNAs to burn. I could have used them early in the year but gambled we would get upgraded (I knew the property had a high percentage of suites) and that worked well.
I'm curious what people think of our chances of getting our SNA approved at this hotel? The cancel timeframe is 7 days before arrival. And we have no intention of not going. But I could just book a suite if there's no chance of the SNA happening, but I'd need to do that before 7 days and the SNA window begins at 5. I could also just have a second connecting room if that's significantly cheaper than a suite. But it would be odd to reserve that and get the SNA approved and end up with both.
We prefer to have a separate room for our daughter, and generally prefer a suite as it gives plenty of sitting space during the day that two individual rooms do not. Plus with two rooms you pay twice the resort fee. This is why I've made it to the end of the year with all five SNAs to burn. I could have used them early in the year but gambled we would get upgraded (I knew the property had a high percentage of suites) and that worked well.
I'm curious what people think of our chances of getting our SNA approved at this hotel? The cancel timeframe is 7 days before arrival. And we have no intention of not going. But I could just book a suite if there's no chance of the SNA happening, but I'd need to do that before 7 days and the SNA window begins at 5. I could also just have a second connecting room if that's significantly cheaper than a suite. But it would be odd to reserve that and get the SNA approved and end up with both.
Nov 28, 2019, 2:10 pm
#1841
Join Date: Oct 2010
Posts: 146
Yes, I've experienced similar three times this year. There is in my mind no doubt that properties are manipulating the SNA process. I will say that Marriott went to bat for me both times StR NYC pulled this nonsense on me and made them fix it.
Can you please name the property so we know to avoid it?
Can you please name the property so we know to avoid it?
Nov 28, 2019, 4:31 pm
#1842
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'm curious what people think of our chances of getting our SNA approved at this hotel? The cancel timeframe is 7 days before arrival. And we have no intention of not going. But I could just book a suite if there's no chance of the SNA happening, but I'd need to do that before 7 days and the SNA window begins at 5. I could also just have a second connecting room if that's significantly cheaper than a suite. But it would be odd to reserve that and get the SNA approved and end up with both.
). Of course, the unknown here is how busy the hotel will be over New Year. Sometimes that works in your favour (Sheraton Waikiki pre-upgraded me to a suite at least 4 days out even though the hotel was showing 0 available rooms last week), or their suites may all be sold.Hopefully someone familiar with the property can weigh in.
Nov 28, 2019, 10:33 pm
#1843
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
Nov 30, 2019, 11:01 am
#1845
Join Date: Jul 2018
Location: Italy
Programs: Accor Gold, Marriott Titanium, IHG Diamond , Amex Platinum
Posts: 1,484
If at check in only 2 or 3 on 5 SNA are available ( a 5 SNA is applied on 5 nights booked with points), may I ask to apply the SNA only on available nights ? (Changing room to suite during our stay)
thanks.
thanks.