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 5, 2020, 7:28 am
#2193
Join Date: Apr 2018
Posts: 77
Unless you chose premium ocean view room as one of your options when you made the SNA request, call the property and decline the upgrade. While the property doesn't have to give you the upgrade requested in the SNA if it isn't available, they are not allowed to arbitrarily give you an inferior "upgraded" room type you didn't select. That type of upgrade should be complimentary as part of your MR Status. Don't let the property get away with abusing the SNA system. Also, please name the property so others are aware of their practices.
--Jon
--Jon
also, i have 3 rooms under my name for that reservation....they actually ALL say junior suite now.....im assuming thats a typo?
Nov 5, 2020, 8:50 am
#2194
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
Glad it seems they're correcting the 'error'. Perhaps the property manager upgraded them all as a goodwill gesture. I'm sure the hotel has low occupancy and so has plenty of rooms, so was pretty surprised that they downgraded you.
Would love to hear back for what happens when you check in at the property.
Would love to hear back for what happens when you check in at the property.
Nov 5, 2020, 10:34 am
#2195
Join Date: Apr 2018
Posts: 77
Glad it seems they're correcting the 'error'. Perhaps the property manager upgraded them all as a goodwill gesture. I'm sure the hotel has low occupancy and so has plenty of rooms, so was pretty surprised that they downgraded you.
Would love to hear back for what happens when you check in at the property.
Would love to hear back for what happens when you check in at the property.
we'll see what happens
Nov 15, 2020, 7:54 pm
#2196
Join Date: Mar 2013
Location: US of A
Programs: Delta Diamond, United 1K, BA Blue, Marriott Titanium, Hilton Gold, Amex Platinum
Posts: 1,775
I have booked a stay at Hotel Park City in Utah that is part of the Autograph Collection, only to discover that apparently my stay is not eligible for a redemption of SNAs. Now I realise that all of the rooms at this hotel are suites, but there are multiple level of suites, so why wouldn't I be allowed to request an upgrade to a much better room?
Nov 15, 2020, 8:03 pm
#2197
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
So is the SNA 'sweep' still supposed to be automatic? I have one requested for an upcoming stay, and today is 5 days prior to check in... yet did not receive an upgrade confirmation nor the email that says it didn't clear yet but they are still looking for availability.
Nov 15, 2020, 9:19 pm
#2198
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Join Date: Apr 2013
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Nov 16, 2020, 8:13 am
#2200
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Join Date: May 2012
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I would say you should have your SNA refunded and if they want they can put you back in your original room type. They shouldn't be taking your SNA and 'upgrading' you into a suite or room type you didn't request.
Nov 16, 2020, 8:23 am
#2201
Join Date: May 2009
Location: UK
Posts: 3,951
Nov 16, 2020, 8:26 am
#2202
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Nov 16, 2020, 10:25 am
#2203
Join Date: May 2009
Location: UK
Posts: 3,951
Nov 16, 2020, 10:26 am
#2204
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Nov 16, 2020, 3:46 pm
#2205
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