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
Apr 25, 2022, 5:31 am
#3346
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
What I meant by the Latter is responding to your questions. So the Marriott system is not smart enough to detect which SNA has been processed first, it only detects which one you apply first.
Apr 25, 2022, 7:00 am
#3347
Join Date: May 2009
Location: UK
Posts: 3,951
I meant afterwards sorry, so after the SNA’s have been pulled, I can then request (if necessary) these are replaced by my SNA’s expiring first, if those were attached to a stay that was unsuccessful or later cancelled?
Apr 25, 2022, 10:25 am
#3348
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
Maybe, I've seen some cases in this thread where the SNA's request were processed only to find out that the ones processed were the ones dated further. I've noticed the lurkers requesting some details but never heard from them again. So we don't know whether they were fixed or not.
Apr 26, 2022, 1:44 pm
#3351
Join Date: Mar 2013
Location: DCA - PDX - LAX
Programs: AA Gold, UA Silver, Marriott Titanium, AS 75k
Posts: 766
Just received by e-mail for the choice selection--noticed that this year SNA says:
Five Suite Night Awards™ to redeem for upgrades to premium rooms or standard suites.* (50 Nights)
Last few years it said:
Get five (5) Suite Night Awards™ (50 Nights)
They are tempering our expectations.
Five Suite Night Awards™ to redeem for upgrades to premium rooms or standard suites.* (50 Nights)
Last few years it said:
Get five (5) Suite Night Awards™ (50 Nights)
They are tempering our expectations.
Apr 27, 2022, 8:48 am
#3353
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Apr 28, 2022, 10:11 am
#3354
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,925
Just received by e-mail for the choice selection--noticed that this year SNA says:
Five Suite Night Awards™ to redeem for upgrades to premium rooms or standard suites.* (50 Nights)
Last few years it said:
Get five (5) Suite Night Awards™ (50 Nights)
They are tempering our expectations.
Five Suite Night Awards™ to redeem for upgrades to premium rooms or standard suites.* (50 Nights)
Last few years it said:
Get five (5) Suite Night Awards™ (50 Nights)
They are tempering our expectations.
EDIT: ok now that I received my copy of the email I sent what you mean. My apologies!
Last edited by Zorak; Apr 28, 2022 at 1:45 pm
May 1, 2022, 12:48 am
#3355
Join Date: Jan 2022
Posts: 2
I requested SNA First time
Hi
I requested SNA first time and got request confirmation email however today I see that this hotel does not accepting SNA anymore.. yet they took my 1 SNA night.. anyone know what do I need to do in this case?
Thanks!
I requested SNA first time and got request confirmation email however today I see that this hotel does not accepting SNA anymore.. yet they took my 1 SNA night.. anyone know what do I need to do in this case?
Thanks!
May 1, 2022, 5:27 am
#3356
Join Date: Jul 2018
Location: MSP
Posts: 473
I need help. I have 5 SNA awards expiring June 30 and I need them for July 2nd. It's a pretty awful situation. I've called Marriott, and every time, they file a request, which always gets denied. It's two measly days. I suppose they just hate their customers.
Any other things I can try?
Any other things I can try?
May 1, 2022, 5:33 am
#3357
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,209
I need help. I have 5 SNA awards expiring June 30 and I need them for July 2nd. It's a pretty awful situation. I've called Marriott, and every time, they file a request, which always gets denied. It's two measly days. I suppose they just hate their customers.
Any other things I can try?
Any other things I can try?
May 1, 2022, 5:36 am
#3358
Join Date: Jul 2018
Location: MSP
Posts: 473
I don't think you can really call this situation "awful". There's much worse things going on than the inability to lock in an upgrade five days before a stay. The SNAs expiring June 30 were already extended for everyone and there's no obligation on Marriott to grant exceptions. I suspect the denials are as far as you are going to get with this and you need to be nice to the hotel and hope for an elite upgrade upon check in. SNAs are forever expiring for many people (I have three that will expire unused on June 30). They're a poorly named and executed benefit but nothing to get an aneurysm over.
It just hurts. My wife and I have planned this trip now for almost 3 years and are only just now able to go because of Covid. A little grace and understanding from Marriott would go a long way. I completely get that they've already been extended, but there are niche cases like mine.
May 1, 2022, 10:02 am
#3359
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,038
as long as it waitlisted you should be good. Does it show 'your SNA request is pending' in your reservation? If so, the system should check for availability and confirm it at T-5I need help. I have 5 SNA awards expiring June 30 and I need them for July 2nd. It's a pretty awful situation. I've called Marriott, and every time, they file a request, which always gets denied. It's two measly days. I suppose they just hate their customers.
Any other things I can try?
Any other things I can try?
May 1, 2022, 10:23 am
#3360
Join Date: Jul 2018
Location: MSP
Posts: 473
as long as it waitlisted you should be good. Does it show 'your SNA request is pending' in your reservation? If so, the system should check for availability and confirm it at T-5You mean the ones they extended multiple multiple times already? 5 and July 2nd, so you could 3 of them for June 28-July 1? I would do that and let 2 expire ... see if the hotel will give you the UGed room for the missing 2 nights.