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
Jul 26, 2021, 8:53 am
#2716
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA lifetime GLD; UA Silver; Marriott LTTE; IHG Plat,
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Jul 26, 2021, 3:57 pm
#2718
Join Date: Dec 2007
Location: SFO
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Jul 26, 2021, 6:24 pm
#2720
FlyerTalk Evangelist
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Taken to the extreme - book and cancel a dozen suites - it might work, but it seems like a good way to get thrown out of the program when Marriott catches on.
Jul 26, 2021, 8:06 pm
#2721
Join Date: Dec 2014
Posts: 1,880
I'm not condoning gaming the system like the OP is suggesting, but just pointing out this kind of creativity is born out of frustration over Marriott hotels not being transparent (at best) or even pulling shenanigans to evade delivering Elite benefits. And when member hotels are caught doing things that are blatantly mischievous, like DCC scams, there rarely are consequences for the hotel, let alone support from Marriott to make it right.
Jul 26, 2021, 8:33 pm
#2722
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Hardly original. All the major loyalty programs are on to that particular scam. Several expressly address it in their terms and conditions. It's grounds for termination of your account and forfeiture of your points.
Jul 26, 2021, 9:00 pm
#2723
FlyerTalk Evangelist
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Location: Toronto
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If you read the SNA thread, you’ll see that a number of us have had SNAs clear when the website was showing zero suite inventory.
Jul 27, 2021, 12:25 am
#2724
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
Any decently-run hotel will have protocols in place to identify duplicate reservations. If the reservations are both under the same frequent traveler account, many hotels would assume this was a mistake and cancel one of the reservations. If you're lucky, they'll contact you before they cancel one.
Jul 27, 2021, 3:16 am
#2725
Moderator: British Airways Executive Club, Marriott Bonvoy
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Posts: 16,032
Jul 27, 2021, 6:17 am
#2726
Join Date: Dec 2014
Posts: 1,880
Acted in an inappropriate, fraudulent, abusive or hostile manner
Engaged in any misconduct or wrongdoing in connection with the Loyalty Program including, without limitation, with respect to Points, Elite Night Credit, Redemption Award usage, promotional Award usage, or any other Loyalty Program Member benefits.
The Company may deny membership in the Loyalty Program to any applicant in its sole discretion and without written notice.
Jul 27, 2021, 2:37 pm
#2727
Join Date: Apr 2021
Location: Manhattan, Palm Beach Island, San Francisco, Boston, & Hong Kong
Programs: Lifetime United Global Services, Delta Plat, Hyatt Globalist, Marriott Ambassador, & Hilton Diamond
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Wow! Excelsior Hotel Gallia Luxury Collection in Milan actually only has suites available for SNA usage: Atelier Suite, Panoramic Suite, and Executive Suite. All look to be 400-600 square feet so still nothing special.
Jul 27, 2021, 2:41 pm
#2728
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Panoramic Suite and Executive Suite are not real suites. I've been in the Atelier Suite and it's okay, but a little tight. Panorama is in new wing, which IMO is to be avoided.
Jul 27, 2021, 2:48 pm
#2729
Join Date: Apr 2021
Location: Manhattan, Palm Beach Island, San Francisco, Boston, & Hong Kong
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Jul 27, 2021, 3:05 pm
#2730
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Join Date: Apr 2013
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