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
Jun 14, 2022, 2:32 pm
#3481
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,197
Well it seems that my saga for the Springhill Suites Pensacola Beach continues... I have another upcoming reservation and am within the SNA window, and did not receive any email whatsoever either confirming the upgrade or saying it could not be confirmed yet. Expecting to go through the same hoops with having to get help to have the SNAs returned and zero upgrade at this property. Obviously something is broken here as this is happening again.
Jun 14, 2022, 4:14 pm
#3482
Join Date: Mar 2008
Location: San Francisco, CA
Programs: AA Platinum (lifetime), Bonvoy Titanium, United Gold
Posts: 25
So I have a question about SNAs and expiration dates.
I am Bonvoy Titanium. For 2022 I selected SNAs for both of my Annual Choice benefits. So I started the year with 10 SNAs from the Annual Choices plus whatever I had left over from 2020/2021 when nobody was traveling and they were extending them. So I had quite a few SNAs at the beginning of the year with varying expiration dates, but for sure I had 10 which had 12/31/22 expiration (the annual choices for this year.)
Now we're in June and I have 6 SNAs left. One of them expires 12/31/22 and the other 5 expire 6/30/22. How is this possible? Shouldn't Marriott redeem SNAs, when I use them, in the order of expiration dates, so the ones which will expire soonest get used first? How is it even possible to end up with most of my SNAs expiring this month, when I started the year with 10 which didn't expire until the end of the year?
Now I'd like to use some of them for reservations later in the year, but am unable to because they are expiring this month. I feel like Marriott is ripping me off on the expiration dates. Apparently they redeemed my 12/31 SNAs when I used some earlier in the year, and left me with SNA's which were expiring sooner. That's dirty pool. Isn't it?
I am Bonvoy Titanium. For 2022 I selected SNAs for both of my Annual Choice benefits. So I started the year with 10 SNAs from the Annual Choices plus whatever I had left over from 2020/2021 when nobody was traveling and they were extending them. So I had quite a few SNAs at the beginning of the year with varying expiration dates, but for sure I had 10 which had 12/31/22 expiration (the annual choices for this year.)
Now we're in June and I have 6 SNAs left. One of them expires 12/31/22 and the other 5 expire 6/30/22. How is this possible? Shouldn't Marriott redeem SNAs, when I use them, in the order of expiration dates, so the ones which will expire soonest get used first? How is it even possible to end up with most of my SNAs expiring this month, when I started the year with 10 which didn't expire until the end of the year?
Now I'd like to use some of them for reservations later in the year, but am unable to because they are expiring this month. I feel like Marriott is ripping me off on the expiration dates. Apparently they redeemed my 12/31 SNAs when I used some earlier in the year, and left me with SNA's which were expiring sooner. That's dirty pool. Isn't it?
Jun 14, 2022, 9:52 pm
#3483
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
So I have a question about SNAs and expiration dates.
I am Bonvoy Titanium. For 2022 I selected SNAs for both of my Annual Choice benefits. So I started the year with 10 SNAs from the Annual Choices plus whatever I had left over from 2020/2021 when nobody was traveling and they were extending them. So I had quite a few SNAs at the beginning of the year with varying expiration dates, but for sure I had 10 which had 12/31/22 expiration (the annual choices for this year.)
Now we're in June and I have 6 SNAs left. One of them expires 12/31/22 and the other 5 expire 6/30/22. How is this possible? Shouldn't Marriott redeem SNAs, when I use them, in the order of expiration dates, so the ones which will expire soonest get used first? How is it even possible to end up with most of my SNAs expiring this month, when I started the year with 10 which didn't expire until the end of the year?
Now I'd like to use some of them for reservations later in the year, but am unable to because they are expiring this month. I feel like Marriott is ripping me off on the expiration dates. Apparently they redeemed my 12/31 SNAs when I used some earlier in the year, and left me with SNA's which were expiring sooner. That's dirty pool. Isn't it?
I am Bonvoy Titanium. For 2022 I selected SNAs for both of my Annual Choice benefits. So I started the year with 10 SNAs from the Annual Choices plus whatever I had left over from 2020/2021 when nobody was traveling and they were extending them. So I had quite a few SNAs at the beginning of the year with varying expiration dates, but for sure I had 10 which had 12/31/22 expiration (the annual choices for this year.)
Now we're in June and I have 6 SNAs left. One of them expires 12/31/22 and the other 5 expire 6/30/22. How is this possible? Shouldn't Marriott redeem SNAs, when I use them, in the order of expiration dates, so the ones which will expire soonest get used first? How is it even possible to end up with most of my SNAs expiring this month, when I started the year with 10 which didn't expire until the end of the year?
Now I'd like to use some of them for reservations later in the year, but am unable to because they are expiring this month. I feel like Marriott is ripping me off on the expiration dates. Apparently they redeemed my 12/31 SNAs when I used some earlier in the year, and left me with SNA's which were expiring sooner. That's dirty pool. Isn't it?
You’re not the first one to be burned by this. Sorry.
Jun 15, 2022, 1:03 am
#3484
Join Date: Mar 2008
Location: San Francisco, CA
Programs: AA Platinum (lifetime), Bonvoy Titanium, United Gold
Posts: 25
Thanks for the reply. But that sucks. How do you even know which SNAs have been applied to a particular reservation? You don’t, I assume, until/unless they are returned to your account.
I guess it’s good that you can apparently call and have them switched around, but wow. This is a really customer-unfriendly policy. One might conclude that it was specifically designed so that most SNAs expire unused.
I guess it’s good that you can apparently call and have them switched around, but wow. This is a really customer-unfriendly policy. One might conclude that it was specifically designed so that most SNAs expire unused.
Jun 15, 2022, 1:58 am
#3485
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
When you apply a SNA to a reservation, the “next to expire” is attached.
This becomes an issue you plan a stay for the distant future with SNA request, then later book another reservation close in also with a SNA.
This becomes an issue you plan a stay for the distant future with SNA request, then later book another reservation close in also with a SNA.
Jun 15, 2022, 2:17 am
#3486
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,021
Been enjoying watching my SNA request at London County Hall be dismissed every day. The hotel is clearly busy, but every morning and evening, a couple of suites in my SNA have been available. They then mysteriously disappear at lunch time, before amazingly returning mid-afternoon after the SNA sweep.
Wouldn't mind if it happened once, but it has done it for 4 days now. I think it is clear that the hotel doesn't want to clear SNA at the moment. No great loss for me, as I'm on a work trip and was trying to use a June expiring SNA, but it is disappointing to see the game playing going on.
Wouldn't mind if it happened once, but it has done it for 4 days now. I think it is clear that the hotel doesn't want to clear SNA at the moment. No great loss for me, as I'm on a work trip and was trying to use a June expiring SNA, but it is disappointing to see the game playing going on.
Jun 15, 2022, 2:39 am
#3487
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
Been enjoying watching my SNA request at London County Hall be dismissed every day. The hotel is clearly busy, but every morning and evening, a couple of suites in my SNA have been available. They then mysteriously disappear at lunch time, before amazingly returning mid-afternoon after the SNA sweep.
Wouldn't mind if it happened once, but it has done it for 4 days now. I think it is clear that the hotel doesn't want to clear SNA at the moment. No great loss for me, as I'm on a work trip and was trying to use a June expiring SNA, but it is disappointing to see the game playing going on.
Wouldn't mind if it happened once, but it has done it for 4 days now. I think it is clear that the hotel doesn't want to clear SNA at the moment. No great loss for me, as I'm on a work trip and was trying to use a June expiring SNA, but it is disappointing to see the game playing going on.
Jun 15, 2022, 7:58 pm
#3488
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,041
Been enjoying watching my SNA request at London County Hall be dismissed every day. The hotel is clearly busy, but every morning and evening, a couple of suites in my SNA have been available. They then mysteriously disappear at lunch time, before amazingly returning mid-afternoon after the SNA sweep.
Wouldn't mind if it happened once, but it has done it for 4 days now. I think it is clear that the hotel doesn't want to clear SNA at the moment. No great loss for me, as I'm on a work trip and was trying to use a June expiring SNA, but it is disappointing to see the game playing going on.
Wouldn't mind if it happened once, but it has done it for 4 days now. I think it is clear that the hotel doesn't want to clear SNA at the moment. No great loss for me, as I'm on a work trip and was trying to use a June expiring SNA, but it is disappointing to see the game playing going on.
I picked I think the top 2 or 3 on the list and that cleared at T-5. At check-in I got the Westminster Suite (which is not part of the pool)
Jun 15, 2022, 7:59 pm
#3489
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,041
Thanks for the reply. But that sucks. How do you even know which SNAs have been applied to a particular reservation? You don’t, I assume, until/unless they are returned to your account.
I guess it’s good that you can apparently call and have them switched around, but wow. This is a really customer-unfriendly policy. One might conclude that it was specifically designed so that most SNAs expire unused.
I guess it’s good that you can apparently call and have them switched around, but wow. This is a really customer-unfriendly policy. One might conclude that it was specifically designed so that most SNAs expire unused.
Jun 18, 2022, 10:54 am
#3490
Join Date: Dec 2020
Posts: 8
Leaving Marriott
So frustrated with Marriott. SNA are already hard to use with exclusions and only on availability. I’ve tried multiple times to apply these to just get denied right before travel or at hotels that just don’t take them. The lack desire to help their most loyal customers is ludicrous. I’m now a Hyatt Globalist and as I’ve experienced using their suite awards at booking, their amazing properties, real breakfast and excellent service with a personal conceirge, I will be leaving Marriott and Bonvoy for good.
Jun 18, 2022, 3:23 pm
#3491
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,
Posts: 14,518
I have not seen this before. Checking in in 2 days. At 2 pm I get the SNAs returned to husband's account and an email. Why are they returning them so early?•
Reservation confirmation number: xxxxxxx
•
Hotel: XXXXXXXXXXXXXXXXXXXXXXXXX
•
Stay dates: 2021-10-20 through 2021-10-23
•
Suite Night Award(s) credited back to your account: 3
•
New Suite Night Award(s) balance: 11
WE'RE SORRY
Despite our best efforts, we were unable to confirm your Suite Night Awards™ request for your upcoming reservation.
Here are your reservation details:
We're sorry we couldn't fulfill your request at this time. Please keep in mind that based upon availability, Marriott Bonvoy™ Platinum Elite, Titanium Elite and Ambassador Elite members may receive an upgraded room upon check-in as a benefit of their Elite status — without using any Suite Night Award(s).
We look forward to welcoming you and making your stay a great one.
Reservation confirmation number: xxxxxxx
•
Hotel: XXXXXXXXXXXXXXXXXXXXXXXXX
•
Stay dates: 2021-10-20 through 2021-10-23
•
Suite Night Award(s) credited back to your account: 3
•
New Suite Night Award(s) balance: 11
WE'RE SORRY
Despite our best efforts, we were unable to confirm your Suite Night Awards™ request for your upcoming reservation.
Here are your reservation details:
We're sorry we couldn't fulfill your request at this time. Please keep in mind that based upon availability, Marriott Bonvoy™ Platinum Elite, Titanium Elite and Ambassador Elite members may receive an upgraded room upon check-in as a benefit of their Elite status — without using any Suite Night Award(s).
We look forward to welcoming you and making your stay a great one.
• Stay dates: 2022-06-23 through 2022-06-28
• Suite Night Award(s) credited back to your account: 5
• New Suite Night Award(s) balance: 5
• Suite Night Award(s) credited back to your account: 5
• New Suite Night Award(s) balance: 5
Jun 18, 2022, 7:16 pm
#3494
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,041
Same thing just happened to me, declined and SNAs returned, except that I'm 5 days out from check-in. Requested upgrade rooms are still available for sale. I know that's no guarantee that a SNA would clear, but it seems like there should be a little hope. It's disappointing to see the Bonvoy systems give up so far out. They're supposed to keep checking, right?
Jun 19, 2022, 5:54 am
#3495
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,
Posts: 14,518