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
Dec 23, 2019, 2:14 am
#1953
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
I’ve had SNAs clear at 5 days out when hotel was showing sold out (St Regis FLR) and when the website was showing no suite availability (Sheraton Waikiki).
However, the fact that your friends can’t apply their SNAs is a significant data point. This would also imply that upgraded rooms are not available either, not just the suites. So you might be SOL. Good luck!
However, the fact that your friends can’t apply their SNAs is a significant data point. This would also imply that upgraded rooms are not available either, not just the suites. So you might be SOL. Good luck!
my friends were initially not able to apply their snas to their reservation at the time they booked....yesterday, an hour before the sna cut off time, all room types were available online, suites & premium rooms & while i had the ability to change my sna options, my friends still couldn't use their snas....the decided to cancel their reservation & rebook as reward rooms were still available, hoping that they would be able to apply the snas towards the new reservation....luckily for them it worked....they were able to attach their snas towards both types of suites & even their snas cleared for the lower level suite....
i'm happy i was able to use up all suite nights i had this year....hopefully there will be no hiccups when i check in....
Dec 23, 2019, 4:34 am
#1954
Join Date: Apr 2007
Location: Anywhere
Posts: 6,576
I had a truly bizarre interaction with the duty manager of Marriott Marquis San Francisco when I tried to check in this week.
My SNA (for just 1 night stay) was declined 5 days prior to check in. The standard email message received said that I may still be upgraded at check in subject to availability.
At check in I inquired again of the suite upgrade. I could see there were plenty of suites displayed on the Marriott app for the 1 night, yet my suite upgrade was repeatedly denied by reception. I thought Platinums were supposed to be upgraded upon availability at check in. So I took the opportunity to challenge if this is due to the hotel flagrantly going against Bonvoy rules.
Reception called the duty manager. Strangely the duty manager said what was shown in the Marriott app was phantom inventory because a number of rooms and suites at the hotel were pulled for renovations, and they really aren’t available! And the only reason they’re shown is due to an IT issue - inaccurate reflection of inventory between the hotel’s system and Marriott’s website and app!
So I asked what happens then if I was to book a suite via the app on the spot? The response was that someone from the hotel would contact the guest and say they can’t fulfil the booking and just give a full refund if it was prepaid.
I can’t imagine the horror of someone who’s made a last minute booking, travel to the hotel, only to be told that the booking can’t be fulfilled and, by then, how is the guest supposed to find alternative accommodation?!
Marriott really needs to get their SNA and IT issues together!!
My SNA (for just 1 night stay) was declined 5 days prior to check in. The standard email message received said that I may still be upgraded at check in subject to availability.
At check in I inquired again of the suite upgrade. I could see there were plenty of suites displayed on the Marriott app for the 1 night, yet my suite upgrade was repeatedly denied by reception. I thought Platinums were supposed to be upgraded upon availability at check in. So I took the opportunity to challenge if this is due to the hotel flagrantly going against Bonvoy rules.
Reception called the duty manager. Strangely the duty manager said what was shown in the Marriott app was phantom inventory because a number of rooms and suites at the hotel were pulled for renovations, and they really aren’t available! And the only reason they’re shown is due to an IT issue - inaccurate reflection of inventory between the hotel’s system and Marriott’s website and app!
So I asked what happens then if I was to book a suite via the app on the spot? The response was that someone from the hotel would contact the guest and say they can’t fulfil the booking and just give a full refund if it was prepaid.
I can’t imagine the horror of someone who’s made a last minute booking, travel to the hotel, only to be told that the booking can’t be fulfilled and, by then, how is the guest supposed to find alternative accommodation?!
Marriott really needs to get their SNA and IT issues together!!
Dec 23, 2019, 8:39 am
#1955
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
I think "IT problem" become convenient excuses for hotels when confronted about online inventory.
However my experiences show that those online inventory can be updated real time.
Prior Bonvoyed, an SPG hotel upgraded me to one of their one off specialty suite and the said suit shown as unavailable after they checked me in (previously it was shown as available)
Post Bonvoyed, a Courtyard pre upgraded me to their deluxe suite (shown as not available prior my check in) and then further upgrade me to their Courtyard suite at check in.
The deluxe suite was shown as available and Courtyard suite become unavailable after check in
However my experiences show that those online inventory can be updated real time.
Prior Bonvoyed, an SPG hotel upgraded me to one of their one off specialty suite and the said suit shown as unavailable after they checked me in (previously it was shown as available)
Post Bonvoyed, a Courtyard pre upgraded me to their deluxe suite (shown as not available prior my check in) and then further upgrade me to their Courtyard suite at check in.
The deluxe suite was shown as available and Courtyard suite become unavailable after check in
Dec 23, 2019, 8:44 am
#1956
Join Date: Mar 2002
Location: OR
Posts: 1,535
I had a truly bizarre interaction with the duty manager of Marriott Marquis San Francisco when I tried to check in this week.
My SNA (for just 1 night stay) was declined 5 days prior to check in. The standard email message received said that I may still be upgraded at check in subject to availability.
At check in I inquired again of the suite upgrade. I could see there were plenty of suites displayed on the Marriott app for the 1 night, yet my suite upgrade was repeatedly denied by reception. I thought Platinums were supposed to be upgraded upon availability at check in. So I took the opportunity to challenge if this is due to the hotel flagrantly going against Bonvoy rules.
Reception called the duty manager. Strangely the duty manager said what was shown in the Marriott app was phantom inventory because a number of rooms and suites at the hotel were pulled for renovations, and they really aren’t available! And the only reason they’re shown is due to an IT issue - inaccurate reflection of inventory between the hotel’s system and Marriott’s website and app!
So I asked what happens then if I was to book a suite via the app on the spot? The response was that someone from the hotel would contact the guest and say they can’t fulfil the booking and just give a full refund if it was prepaid.
I can’t imagine the horror of someone who’s made a last minute booking, travel to the hotel, only to be told that the booking can’t be fulfilled and, by then, how is the guest supposed to find alternative accommodation?!
Marriott really needs to get their SNA and IT issues together!!
My SNA (for just 1 night stay) was declined 5 days prior to check in. The standard email message received said that I may still be upgraded at check in subject to availability.
At check in I inquired again of the suite upgrade. I could see there were plenty of suites displayed on the Marriott app for the 1 night, yet my suite upgrade was repeatedly denied by reception. I thought Platinums were supposed to be upgraded upon availability at check in. So I took the opportunity to challenge if this is due to the hotel flagrantly going against Bonvoy rules.
Reception called the duty manager. Strangely the duty manager said what was shown in the Marriott app was phantom inventory because a number of rooms and suites at the hotel were pulled for renovations, and they really aren’t available! And the only reason they’re shown is due to an IT issue - inaccurate reflection of inventory between the hotel’s system and Marriott’s website and app!
So I asked what happens then if I was to book a suite via the app on the spot? The response was that someone from the hotel would contact the guest and say they can’t fulfil the booking and just give a full refund if it was prepaid.
I can’t imagine the horror of someone who’s made a last minute booking, travel to the hotel, only to be told that the booking can’t be fulfilled and, by then, how is the guest supposed to find alternative accommodation?!
Marriott really needs to get their SNA and IT issues together!!
Dec 23, 2019, 10:04 am
#1957
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.
Should I do anything at this point? Call the hotel or the Marriott Titanium line? Or should I wait until later today and see if I get any email, and if not call later or wait until tomorrow?
Dec 23, 2019, 2:01 pm
#1958
Join Date: May 2009
Location: PHL
Posts: 2,842
I have a reservation for 12/31 - 1/2. I assume a 2019 SNA cannot be applied even to just 1 night 12/31 - 1/1?
I called the Titanium number twice to inquire and understand the policy. Both agents made no mention of expiration and said that there were no suites available so I couldn't apply the SNA and they "made a note on my reservation." Both conversations were confusing.
I called the Titanium number twice to inquire and understand the policy. Both agents made no mention of expiration and said that there were no suites available so I couldn't apply the SNA and they "made a note on my reservation." Both conversations were confusing.
Dec 23, 2019, 2:15 pm
#1959
Join Date: Dec 2007
Location: SFO
Posts: 4,914
I have a reservation for 12/31 - 1/2. I assume a 2019 SNA cannot be applied even to just 1 night 12/31 - 1/1?
I called the Titanium number twice to inquire and understand the policy. Both agents made no mention of expiration and said that there were no suites available so I couldn't apply the SNA and they "made a note on my reservation." Both conversations were confusing.
I called the Titanium number twice to inquire and understand the policy. Both agents made no mention of expiration and said that there were no suites available so I couldn't apply the SNA and they "made a note on my reservation." Both conversations were confusing.
Dec 23, 2019, 3:51 pm
#1960
Join Date: Aug 2017
Location: OKC
Programs: Marriott Lifetime Platinum / Hyatt Discoverist / IHG Diamond / American Airlines Executive Platinum
Posts: 57
Update: So, the way I count we are now 5 days from my arrival. Today is 12/23 and we arrive on 12/28. Is this how Marriott counts? The hotel is still selling suites for the full duration of our 4 night stay, but there has been no upgrade clear (it still says "we're working on it" in the app). I have not gotten an email that says they'll look again tomorrow, however.
Should I do anything at this point? Call the hotel or the Marriott Titanium line? Or should I wait until later today and see if I get any email, and if not call later or wait until tomorrow?
Should I do anything at this point? Call the hotel or the Marriott Titanium line? Or should I wait until later today and see if I get any email, and if not call later or wait until tomorrow?
Dec 23, 2019, 4:06 pm
#1961
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,469
Dec 23, 2019, 4:53 pm
#1962
Join Date: Apr 2009
Location: BC, Canada
Programs: Bonvoy Titanium Elite, VSE/MVC Chairman's Club
Posts: 546
Makes you wonder just how much is automated, or how much is manually overridden, or what...
Dec 23, 2019, 9:06 pm
#1963
Join Date: May 2018
Programs: AA ConciergeKey, Marriott Ambassador, Hyatt Globalist, Hilton Gold, United Silver
Posts: 63
I got the "Your Suite Night Awards request was denied" at the St. Regis NYC... I sent an email to Amb service email and they sent this back:
They're telling me you can only apply SNAs at least 5 days before the check-in date? Does that make sense?
Thank you for contacting Ambassador Service in regards to applying your Suite Night Awards to your reservation for The St. Regis, New York.
I regret to inform you that when requesting Suite Night Awards, it has to be 5 days in advance. I apologize for the inconvenience this may have caused you. However, I have noted your reservation for an upgrade.
I regret to inform you that when requesting Suite Night Awards, it has to be 5 days in advance. I apologize for the inconvenience this may have caused you. However, I have noted your reservation for an upgrade.
They're telling me you can only apply SNAs at least 5 days before the check-in date? Does that make sense?
Dec 23, 2019, 9:29 pm
#1964
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
I got the "Your Suite Night Awards request was denied" message online in the reservation at 5 days out on an upcoming reservation, and no email of any kind. Nothing suggesting it was going to bother "checking every day".
Makes you wonder just how much is automated, or how much is manually overridden, or what...
Makes you wonder just how much is automated, or how much is manually overridden, or what...
As per the terms and conditions, checking for availability begins five (5) days before arrival. If availability is not confirmed five (5) days before arrival, availability is checked each day before arrival up to 2 p.m. local time of the Participating Property one (1) day prior to arrival.
We would like to help look into your reservation if you could provide your reservation details to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Dec 23, 2019, 9:32 pm
#1965
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
If you could provide your reservation details to us via private mail here or by email below, we would like to hep look into this.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]