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 11, 2020, 7:25 am
#2251
Join Date: May 2009
Location: UK
Posts: 3,951
You learn something new! I wrongly assumed it was automated at the property level, and in fact managers were often involved in the approval.
Dec 11, 2020, 7:56 am
#2252
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
I'm not sure we really know how the process works anymore following the merger and the transition to Marriott software. We do know that outcomes are often not so great, though this often results from properties limiting the available room types rather than processing issues.
Dec 11, 2020, 8:12 am
#2253
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 not sure we really know how the process works anymore following the merger and the transition to Marriott software. We do know that outcomes are often not so great, though this often results from properties limiting the available room types rather than processing issues.
Dec 11, 2020, 8:23 am
#2254
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
I've had some okay SNA outcomes as well. Properties seem to be much more generous in Europe and Asia, as opposed to US, where you'll often get an undesirable room. Though I know you've done very well at Sheraton Waikiki.
Dec 11, 2020, 2:24 pm
#2255
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
But I don't think they ever pre-upgraded me, even when I was an Ambassador Elite. It usually happens at check-in. Sometimes I can't get a suite for my first night, but they always ask me to check back the next day so I know they aren't playing games.I usually save my SNAs for Europe and Australia.
Dec 15, 2020, 12:35 pm
#2257
Join Date: May 2018
Programs: AA ConciergeKey, Marriott Ambassador, Hyatt Globalist, Hilton Gold, United Silver
Posts: 63
I've tried complaining to Ambassador and they don't do anything. I'm sure you can try to get in touch with the Executive Liason office (Sorenson's office) but not sure what good that would do.
Candidly, you may actually have luck asking the general manager of the properties with the issues, they may have the best info/response as to the reality of what is going on SNA-wise.
Last edited by goldtiger; Dec 15, 2020 at 12:35 pm Reason: added quote
Dec 15, 2020, 12:36 pm
#2258
Join Date: Aug 2018
Posts: 902
It is up to the property to make up for any shortcomings or failure to deliver—Marriott will not step in, other than forward any complaint to the property for it to handle directly.
Dec 16, 2020, 9:25 am
#2259
Join Date: Mar 2010
Location: SE Asia
Programs: Marriott TE
Posts: 8
How to get points refund due to decrease in rate
Hello, I have an upcoming 12/21-26 5-nights FNA reservation at Category 5 property in SE Asia that was booked one month ago at 160,000 points (40,000 points x 4 nights with one night free). SNA to my preferred suite has been confirmed. I just checked the rate for the same itinerary again and noticed it is at 120,000 points (30,000 points x 4 nights with one night free). Likely, the rates had been downgraded from peak to off-peak according to the latest Marriott Bonvoy points redemption chart. 40,000 points value is around a free night so it is not insignificant. I called Marriott Bonvoy to try see if they could just update the reservation and refund the 40,000 points to my account so I can avoid cancelling the reservation and rebooking and going through the SNA process... The rep was unable to update it and informed the SNAs could take up to 7 business days to post back to my account, or possibly even earlier since less people are traveling. When I asked whether I should contact the property about it, although I don't get the impression they have any (financial) incentive, he said that was an option, but that I should reach out to someone with authority and the property would then coordinate with property support team. Does anyone have experience with this? Any suggestions or advice? Thanks in advance.
Dec 16, 2020, 10:05 am
#2260
Join Date: Dec 2007
Location: SFO
Posts: 4,914
Hello, I have an upcoming 12/21-26 5-nights FNA reservation at Category 5 property in SE Asia that was booked one month ago at 160,000 points (40,000 points x 4 nights with one night free). SNA to my preferred suite has been confirmed. I just checked the rate for the same itinerary again and noticed it is at 120,000 points (30,000 points x 4 nights with one night free). Likely, the rates had been downgraded from peak to off-peak according to the latest Marriott Bonvoy points redemption chart. 40,000 points value is around a free night so it is not insignificant. I called Marriott Bonvoy to try see if they could just update the reservation and refund the 40,000 points to my account so I can avoid cancelling the reservation and rebooking and going through the SNA process... The rep was unable to update it and informed the SNAs could take up to 7 business days to post back to my account, or possibly even earlier since less people are traveling. When I asked whether I should contact the property about it, although I don't get the impression they have any (financial) incentive, he said that was an option, but that I should reach out to someone with authority and the property would then coordinate with property support team. Does anyone have experience with this? Any suggestions or advice? Thanks in advance.
Dec 16, 2020, 10:38 am
#2261
Join Date: Mar 2010
Location: SE Asia
Programs: Marriott TE
Posts: 8
i would just cancel yourself and rebook at the lower rate, then email the hotel about the upgrade whether your SNA comes back or not. Plus if the SNA cleared 5 days out, I would think the hotel can also block you into something after explaining your situation (if you were going to contact the hotel in the first place)
Dec 16, 2020, 10:55 am
#2262
Join Date: Dec 2007
Location: SFO
Posts: 4,914
Thanks. Yes, the SNA cleared today (5 days out). I hesitate to cancel and rebook...I am concerned the resort may not block me into the suite without SNA. I already exchanged 1-2 emails with the property's rooms in-charge a few days earlier on an unrelated matter, i.e., he informed that he cannot block the specific suite that I want (among several of the same type of suite) until closer to the date. Any suggestions and advice?
Dec 18, 2020, 3:58 am
#2263
Join Date: Mar 2010
Location: SE Asia
Programs: Marriott TE
Posts: 8
unless you really need a suite, I rather take 40k points. Especially when it’s all staycations right now and hopefully the resorts are not full, I would roll the dice on this. One thing I’m unsure is if SNAs will be returned for cleared reservations. In my limited SNA cancellation experience, requested (but I cleared) SNAs go back the account almost immediately when reservation is cancelled.
Dec 19, 2020, 4:21 am
#2264
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
something really strange is going on with my upcoming reservation starting next week....i booked a room for 5 nights for 2 adults & 2 children....attached 5 suite night awards & only selected the option for a two bedroom suite....i've stayed at this property multiple times before & have been upgraded to, booked or used sna for this particular room many times over the last few years....its also important to note that there are only 2 two room suites at this property....one of these suites has been booked by my friends for the same nights while the other continues to be available for sale....
5 days out i received an email stating that the suite i selected is not available but the system will continue to search till the last day....the remaining 2 bedroom suite continues to be available for sale (i know the system is not looking at the website for availability but once again, this property has 2 such type of suites, one has been booked by my friends & the other remains available to book while my suite nights remain pending)....i checked my reservation after receiving the email & the number of guests had changed to 3 adults & 3 children....so i cancelled the reservation, corrected the number of guests & applied suite nights again....
4 days out i received another email stating the the suite is not available & the system will continue to check....the remaining 2 bedroom suite continues to be available for the duration of my stay on the website ....i checked my reservation again & once more the number of guests changed to 3 adults & 3 children....this time i didn't cancel & just left the reservation alone....
3 days out i check my reservation again & this time the number of guests had increased to 4 adults & 3 children while the remaining 2 bedroom suite continued to be available for sale & my suite nights continues to remain pending....
2 days out the number of guests has increased to 6 adults & 3 children....the remaining 2 bedroom suite continues to be available & my suite nights continue to remain pending....but now instead of showing 1 upcoming stay my account shows 3 upcoming stays....
tomorrow is the last day the system will check for the upgrade....at this point i'm not quite sure if i should cancel the reservation & correct the number of guests or if i should just let it be....
has anyone else come across something like this????
5 days out i received an email stating that the suite i selected is not available but the system will continue to search till the last day....the remaining 2 bedroom suite continues to be available for sale (i know the system is not looking at the website for availability but once again, this property has 2 such type of suites, one has been booked by my friends & the other remains available to book while my suite nights remain pending)....i checked my reservation after receiving the email & the number of guests had changed to 3 adults & 3 children....so i cancelled the reservation, corrected the number of guests & applied suite nights again....
4 days out i received another email stating the the suite is not available & the system will continue to check....the remaining 2 bedroom suite continues to be available for the duration of my stay on the website ....i checked my reservation again & once more the number of guests changed to 3 adults & 3 children....this time i didn't cancel & just left the reservation alone....
3 days out i check my reservation again & this time the number of guests had increased to 4 adults & 3 children while the remaining 2 bedroom suite continued to be available for sale & my suite nights continues to remain pending....
2 days out the number of guests has increased to 6 adults & 3 children....the remaining 2 bedroom suite continues to be available & my suite nights continue to remain pending....but now instead of showing 1 upcoming stay my account shows 3 upcoming stays....
tomorrow is the last day the system will check for the upgrade....at this point i'm not quite sure if i should cancel the reservation & correct the number of guests or if i should just let it be....
has anyone else come across something like this????
Dec 19, 2020, 5:09 am
#2265
Join Date: Aug 2018
Posts: 902
something really strange is going on with my upcoming reservation starting next week....i booked a room for 5 nights for 2 adults & 2 children....attached 5 suite night awards & only selected the option for a two bedroom suite....i've stayed at this property multiple times before & have been upgraded to, booked or used sna for this particular room many times over the last few years....its also important to note that there are only 2 two room suites at this property....one of these suites has been booked by my friends for the same nights while the other continues to be available for sale....
5 days out i received an email stating that the suite i selected is not available but the system will continue to search till the last day....the remaining 2 bedroom suite continues to be available for sale (i know the system is not looking at the website for availability but once again, this property has 2 such type of suites, one has been booked by my friends & the other remains available to book while my suite nights remain pending)....i checked my reservation after receiving the email & the number of guests had changed to 3 adults & 3 children....so i cancelled the reservation, corrected the number of guests & applied suite nights again....
4 days out i received another email stating the the suite is not available & the system will continue to check....the remaining 2 bedroom suite continues to be available for the duration of my stay on the website ....i checked my reservation again & once more the number of guests changed to 3 adults & 3 children....this time i didn't cancel & just left the reservation alone....
3 days out i check my reservation again & this time the number of guests had increased to 4 adults & 3 children while the remaining 2 bedroom suite continued to be available for sale & my suite nights continues to remain pending....
2 days out the number of guests has increased to 6 adults & 3 children....the remaining 2 bedroom suite continues to be available & my suite nights continue to remain pending....but now instead of showing 1 upcoming stay my account shows 3 upcoming stays....
tomorrow is the last day the system will check for the upgrade....at this point i'm not quite sure if i should cancel the reservation & correct the number of guests or if i should just let it be....
has anyone else come across something like this????
5 days out i received an email stating that the suite i selected is not available but the system will continue to search till the last day....the remaining 2 bedroom suite continues to be available for sale (i know the system is not looking at the website for availability but once again, this property has 2 such type of suites, one has been booked by my friends & the other remains available to book while my suite nights remain pending)....i checked my reservation after receiving the email & the number of guests had changed to 3 adults & 3 children....so i cancelled the reservation, corrected the number of guests & applied suite nights again....
4 days out i received another email stating the the suite is not available & the system will continue to check....the remaining 2 bedroom suite continues to be available for the duration of my stay on the website ....i checked my reservation again & once more the number of guests changed to 3 adults & 3 children....this time i didn't cancel & just left the reservation alone....
3 days out i check my reservation again & this time the number of guests had increased to 4 adults & 3 children while the remaining 2 bedroom suite continued to be available for sale & my suite nights continues to remain pending....
2 days out the number of guests has increased to 6 adults & 3 children....the remaining 2 bedroom suite continues to be available & my suite nights continue to remain pending....but now instead of showing 1 upcoming stay my account shows 3 upcoming stays....
tomorrow is the last day the system will check for the upgrade....at this point i'm not quite sure if i should cancel the reservation & correct the number of guests or if i should just let it be....
has anyone else come across something like this????