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 13, 2021, 4:11 am
#3031
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
This is my first time using SNAs. How do I apply SNAs to an existing reservation? I searched this site and read Marriott's program rules but cannot find an answer. When I press "View/Modify" the reservation, I cannot find any way to apply them. Do I have to call an agent to get them to do it for me?
Take an upgrade. You've earned it.
Take an upgrade. You've earned it.
Nov 13, 2021, 8:00 am
#3032
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Over the last 3 years I’ve never had them clear for a real suite. Maybe just a nicer grand king style room with a view. But that’s on me for leaving that option checked when I applied them.
I did however, much to my surprise, just get a upgrade to a real suite at the seattle waterfront Marriott for 5 nights. Nice view up here. Maybe I should go play the power ball
sure would be nice if the m club had more than pretzels and water though grumble grumble… wrong thread I know.
I did however, much to my surprise, just get a upgrade to a real suite at the seattle waterfront Marriott for 5 nights. Nice view up here. Maybe I should go play the power ball
sure would be nice if the m club had more than pretzels and water though grumble grumble… wrong thread I know.
Nov 13, 2021, 8:02 am
#3033
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
That's how it has ALWAYS worked for me. I know Marriott says they clear into the highest available option, but I flat-out don't believe that.
Nov 13, 2021, 9:19 am
#3034
Join Date: Mar 2009
Location: SNA
Programs: M/R AMBASSADOR/LT/TIT/UASILVER/AAGOLD
Posts: 469
This is my first time using SNAs. How do I apply SNAs to an existing reservation? I searched this site and read Marriott's program rules but cannot find an answer. When I press "View/Modify" the reservation, I cannot find any way to apply them. Do I have to call an agent to get them to do it for me?
Nov 13, 2021, 9:26 am
#3035
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Nov 13, 2021, 10:46 am
#3036
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott Lifetime Titanium, AA Plat MM
Posts: 3,582
Nov 13, 2021, 12:03 pm
#3037
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
Just saw it a S. American Sheraton - SNAs not allowed, though the hotel apparently has no shortage of Jr. Suites for sale (for a whopping $65 above a base King) 
Nov 13, 2021, 5:34 pm
#3038
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
The rules have never been disclosed, but apparently within the recent past properties gained the ability to block SNA redemptions for selected dates. This, in addition to properties being allowed to simply not participate in the SNA program at all.
Nov 13, 2021, 6:29 pm
#3039
Join Date: Jan 2017
Location: NGS
Programs: UA Silver, ANA MC, HH Diamond, Hyatt Discoverist, Bonvoy Plat, IHG Plat, Shangri-La GC, Hertz PC
Posts: 1,229
Thanks for everyone's input. I had only selected SNAs as my annual choice benefit yesterday and the 5 SNAs were not deposited in my account until this morning, so the SNA upgrade option was still not available when I searched for it. I did find it today and under both my reservations it says: "Suite Night Awards cannot be used for this reservation." What a pity. Anyway, I have until the end of next year to use them but I get the feeling from reading other posts that getting upgraded is a bit of a crapshoot.
Nov 13, 2021, 9:43 pm
#3040
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
Thanks for everyone's input. I had only selected SNAs as my annual choice benefit yesterday and the 5 SNAs were not deposited in my account until this morning, so the SNA upgrade option was still not available when I searched for it. I did find it today and under both my reservations it says: "Suite Night Awards cannot be used for this reservation." What a pity. Anyway, I have until the end of next year to use them but I get the feeling from reading other posts that getting upgraded is a bit of a crapshoot.
David
Nov 14, 2021, 12:18 pm
#3041
Join Date: May 2011
Location: Sonoma
Programs: Several here and there, but not as many during my road warrior days!
Posts: 715
I was pleasantly surprised to find my SNAs at the Maria Cristina for an eight night stay cleared. They have been showing no standard suites available for weeks.
Nov 14, 2021, 8:41 pm
#3042
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
Another data point to confirm what William always told us. “The SNA system isn’t checking the website for availability so neither should you” or words to that effect.
Nov 17, 2021, 5:15 am
#3043
Join Date: Sep 2019
Posts: 3
I had 5 SNAs attached to a stay in Budapest (Matild Palace) and it was rejected (before, it kept looking until the day before arrival...) despite having the category available. Now, I get that William has stated that the SNA system isn't checking the website (probably befor that it was automated and now it's not. Nonetheless, I called the hotel to see why that was the case. The lady at reservations looked it up and said she could see that "a colleague had rejected it and I will ask him, why". Maybe the lurkers could clarify whether that actually means that there is no automated process but it's merely up to the hotel whether they would like to honour it or not. While I guess noone would be surprised of yet another deterioration for those annoying loyalty guests, I would appreciate clarification.
In this case, if they continue to refuse the upgrade I will, of course, book elsewhere. Voting with one's feet seems to be the only language some hotels understand...
In this case, if they continue to refuse the upgrade I will, of course, book elsewhere. Voting with one's feet seems to be the only language some hotels understand...
Nov 17, 2021, 8:01 am
#3044
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
IThe lady at reservations looked it up and said she could see that "a colleague had rejected it and I will ask him, why". Maybe the lurkers could clarify whether that actually means that there is no automated process but it's merely up to the hotel whether they would like to honour it or not. While I guess noone would be surprised of yet another deterioration for those annoying loyalty guests, I would appreciate clarification.
Nov 17, 2021, 10:41 am
#3045
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
The lady at reservations looked it up and said she could see that "a colleague had rejected it and I will ask him, why". Maybe the lurkers could clarify whether that actually means that there is no automated process but it's merely up to the hotel whether they would like to honour it or not. While I guess noone would be surprised of yet another deterioration for those annoying loyalty guests, I would appreciate clarification.