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
May 17, 2022, 11:30 am
#3392
Join Date: Jan 2018
Programs: Marriott Bonvoy Ambassador Elite, United Premier Silver, National Executive Elite
Posts: 151
Yes, this exact thing happened to me last week. They ignored it and upgraded me. After I saw I had the upgrade, I removed my SNAs since there wasn't any better room I could have possibly got.
May 17, 2022, 11:31 am
#3393
Join Date: Jan 2018
Programs: Marriott Bonvoy Ambassador Elite, United Premier Silver, National Executive Elite
Posts: 151
I wonder if you can book them on her account, then change the Marriott Rewards number. Then when it shows up in yours, add the SNA.
May 17, 2022, 11:46 am
#3394
Join Date: Jun 2013
Posts: 308
I have a question that I didn't see in the wiki. Maybe it's been asked/answered by a preliminary search didn't bring up this scenario.
I've booked a room for the St. Regis in NYC for Saturday. The SNA option right now is only available for the Grande Luxe (they used to make available the deluxe king suite as an option too, but not anymore (at least this Saturday). It's not an inspiring upgrade, but I have a ton of SNAs and a few that expire next month so I guess it's better than nothing if it clears.
My question is though...do hotels upgrade plat members beyond the SNA if it clears? I'm not expecting anything crazy but I have certainly read of upgrades at the St. Regis to several of the suite options. I know in many cases it's just been by platinum status and not SNAs. Or put differently, does using an SNA jeopardize my chances of receiving an upgrade to a higher room type if it clears? Or does it not have an impact or matter?
I've booked a room for the St. Regis in NYC for Saturday. The SNA option right now is only available for the Grande Luxe (they used to make available the deluxe king suite as an option too, but not anymore (at least this Saturday). It's not an inspiring upgrade, but I have a ton of SNAs and a few that expire next month so I guess it's better than nothing if it clears.
My question is though...do hotels upgrade plat members beyond the SNA if it clears? I'm not expecting anything crazy but I have certainly read of upgrades at the St. Regis to several of the suite options. I know in many cases it's just been by platinum status and not SNAs. Or put differently, does using an SNA jeopardize my chances of receiving an upgrade to a higher room type if it clears? Or does it not have an impact or matter?
May 17, 2022, 12:07 pm
#3395
Join Date: Jan 2018
Programs: Marriott Bonvoy Ambassador Elite, United Premier Silver, National Executive Elite
Posts: 151
I have a question that I didn't see in the wiki. Maybe it's been asked/answered by a preliminary search didn't bring up this scenario.
I've booked a room for the St. Regis in NYC for Saturday. The SNA option right now is only available for the Grande Luxe (they used to make available the deluxe king suite as an option too, but not anymore (at least this Saturday). It's not an inspiring upgrade, but I have a ton of SNAs and a few that expire next month so I guess it's better than nothing if it clears.
My question is though...do hotels upgrade plat members beyond the SNA if it clears? I'm not expecting anything crazy but I have certainly read of upgrades at the St. Regis to several of the suite options. I know in many cases it's just been by platinum status and not SNAs. Or put differently, does using an SNA jeopardize my chances of receiving an upgrade to a higher room type if it clears? Or does it not have an impact or matter?
I've booked a room for the St. Regis in NYC for Saturday. The SNA option right now is only available for the Grande Luxe (they used to make available the deluxe king suite as an option too, but not anymore (at least this Saturday). It's not an inspiring upgrade, but I have a ton of SNAs and a few that expire next month so I guess it's better than nothing if it clears.
My question is though...do hotels upgrade plat members beyond the SNA if it clears? I'm not expecting anything crazy but I have certainly read of upgrades at the St. Regis to several of the suite options. I know in many cases it's just been by platinum status and not SNAs. Or put differently, does using an SNA jeopardize my chances of receiving an upgrade to a higher room type if it clears? Or does it not have an impact or matter?
(1) I put in a request for a SNA and was denied. But they later upgraded me to an amazing suite (the Christian Dior Suite)
(2) I put in a request for a SNA a couple of years later (this past December) and it was granted. They then further upgraded me to a suite
In both cases, I asked for a 4:00 PM checkout and they bargained me the suite in exchange for an earlier (1 PM) checkout. I've since been told, somewhere here on Flyertalk in fact, that it's a somewhat common thing that the St. Regis NYC does. So my advice is to push for that 4 PM checkout and see if the suite is offered.
May 17, 2022, 1:14 pm
#3398
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,519
Unfortunately, this can’t be done. I had a FD Mgr try to change the name on a reservation booked with my sister’s FNA. I had status, she didn’t. Mgr worked at it for 20-30 mins, then finally conceded that it couldn’t be done. Hotel was nice enough to offer us complimentary buffet breakfast on the night that was under my sister’s name.
May 17, 2022, 1:59 pm
#3399
Join Date: Jun 2013
Posts: 308
The short answer is, yes. This has actually happened to me at the St. Regis. Actually, on my two stays at the St. Regis NYC these two things happened:
(1) I put in a request for a SNA and was denied. But they later upgraded me to an amazing suite (the Christian Dior Suite)
(2) I put in a request for a SNA a couple of years later (this past December) and it was granted. They then further upgraded me to a suite
In both cases, I asked for a 4:00 PM checkout and they bargained me the suite in exchange for an earlier (1 PM) checkout. I've since been told, somewhere here on Flyertalk in fact, that it's a somewhat common thing that the St. Regis NYC does. So my advice is to push for that 4 PM checkout and see if the suite is offered.
(1) I put in a request for a SNA and was denied. But they later upgraded me to an amazing suite (the Christian Dior Suite)
(2) I put in a request for a SNA a couple of years later (this past December) and it was granted. They then further upgraded me to a suite
In both cases, I asked for a 4:00 PM checkout and they bargained me the suite in exchange for an earlier (1 PM) checkout. I've since been told, somewhere here on Flyertalk in fact, that it's a somewhat common thing that the St. Regis NYC does. So my advice is to push for that 4 PM checkout and see if the suite is offered.
May 18, 2022, 4:45 am
#3401
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,519
In the SPG days, William told us it was based on request date, not status. Marriott has never told us either way. SPG was much more transparent than Marriott.
May 18, 2022, 7:40 am
#3402
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,446
May 18, 2022, 11:43 am
#3403
Join Date: Jun 2004
Location: PBI
Programs: DL 2.8 MM/PM, AA MM/GLD, Marriott LT Platinum, Hilton Gold
Posts: 1,746
Obviously checking multiple options increases the chance for an upgrade - but is the hotel then likelier to assign one of the "lower" categories and keep the top tier ones in hopes of a psid reservation? Is it better to only select the type that you really want - perhaps add other options if the award has not cleared in the first few days of the 5 day window?
Curious to hear the group's experiences/recommendation.
May 18, 2022, 12:06 pm
#3404
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,717
It used to work that the system would give you the highest available room. I’d have zero confidence that’s how it works nowadays.
It’s rare I find a hotel with any more than one meaningful upgrade on the list, but if I do I just select the best and after day 5 passes if I have no luck I tick the lower level category.
It’s rare I find a hotel with any more than one meaningful upgrade on the list, but if I do I just select the best and after day 5 passes if I have no luck I tick the lower level category.
May 18, 2022, 12:24 pm
#3405
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,446
I believe the best advice is pick only a suite/room you would be happy to receive. This might only be the highest category, or it could be more.
There's zero transparency to the process. I've gotten my first choice and I've gotten my lesser choice.
I also agree with the advice to consider expanding choices if you don't clear on Day 5.
There's zero transparency to the process. I've gotten my first choice and I've gotten my lesser choice.
I also agree with the advice to consider expanding choices if you don't clear on Day 5.