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 24, 2022, 7:34 am
#3526
Join Date: Dec 2014
Posts: 1,880
If you're worried losing your place in line, you could book a second reservation at the lower rate and then cancel the original reservation if the SNA request doesn't clear. (This assumes that the cancellation policy is less than 5 days before check-in.)
Jun 25, 2022, 7:31 am
#3527
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
I thought the definition of an aspirational property within Bonvoy is one that does not accept SNAs
Jun 25, 2022, 5:52 pm
#3528
Join Date: Jan 2005
Posts: 930
Thanks for the advice. That's what I did.
I will totally take the upgrade if it clears by 6/27 or 6/28. However, since both reservations have a cancel date of 6/29, I'll need to make a choice if the upgrade doesn't clear on Monday or Tuesday.
How often do upgrade clear within the 5 day window vs right at five days? In other words should I stay with the SNA rate and hope I clear?
I will totally take the upgrade if it clears by 6/27 or 6/28. However, since both reservations have a cancel date of 6/29, I'll need to make a choice if the upgrade doesn't clear on Monday or Tuesday.
How often do upgrade clear within the 5 day window vs right at five days? In other words should I stay with the SNA rate and hope I clear?
Jun 25, 2022, 11:28 pm
#3529
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,347
Booked 2 rooms for 5 nights at a property. Applied 5 SNAs a couple of weeks ago to 1 reservation. Received an email 5 nights out that they're working on it. Nothing thereafter.
Day of check in arrives and I check in via the app with no upgrade showing nor were the SNAs put back into my account.
I message the property via the app requesting that my 2 rooms at least be connecting even if they're not planning to upgrade me (not via SNA nor complimentary). They responded that in order to guarantee connecting rooms I need to pay $50 per night plus resubmit my SNAs??? Has anyone seen this before? I asked if they'll actually give me a suite if I resubmit them and they said No! But that they need it in order to move us to connecting rooms
. If I don't agree to pay $50 all they can do is try to put us in 2 rooms as close to each other as possible.
I'm really not understanding what's going on here. I legitimately have 2 rooms booked so what difference does it make to them if its connecting or not especially if it's available and what right do they have to ask for my SNAs if they're not planning to give us any suite?
Day of check in arrives and I check in via the app with no upgrade showing nor were the SNAs put back into my account.
I message the property via the app requesting that my 2 rooms at least be connecting even if they're not planning to upgrade me (not via SNA nor complimentary). They responded that in order to guarantee connecting rooms I need to pay $50 per night plus resubmit my SNAs??? Has anyone seen this before? I asked if they'll actually give me a suite if I resubmit them and they said No! But that they need it in order to move us to connecting rooms
. If I don't agree to pay $50 all they can do is try to put us in 2 rooms as close to each other as possible. I'm really not understanding what's going on here. I legitimately have 2 rooms booked so what difference does it make to them if its connecting or not especially if it's available and what right do they have to ask for my SNAs if they're not planning to give us any suite?
Jun 26, 2022, 9:31 am
#3530
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,197
Sounds similar to some issues I had with a property except I never received the email at 5 nights, nor anything at check in nor the SNAs returned. Fortunately I received some assistance to get them returned, but there seems to be some issues with the system and certain properties.
Beyond that, it sounds like that property is trying to take advantage of you. You can't even attach SNAs once you're inside 2pm the day prior to the reservation and if they're not upgrading you I have no idea what they'd want them for. Name and shame.
Beyond that, it sounds like that property is trying to take advantage of you. You can't even attach SNAs once you're inside 2pm the day prior to the reservation and if they're not upgrading you I have no idea what they'd want them for. Name and shame.
Jun 26, 2022, 5:30 pm
#3531
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,347
Sounds similar to some issues I had with a property except I never received the email at 5 nights, nor anything at check in nor the SNAs returned. Fortunately I received some assistance to get them returned, but there seems to be some issues with the system and certain properties.
Beyond that, it sounds like that property is trying to take advantage of you. You can't even attach SNAs once you're inside 2pm the day prior to the reservation and if they're not upgrading you I have no idea what they'd want them for. Name and shame.
Beyond that, it sounds like that property is trying to take advantage of you. You can't even attach SNAs once you're inside 2pm the day prior to the reservation and if they're not upgrading you I have no idea what they'd want them for. Name and shame.
With regard to the connecting rooms, after some push back on our end they granted us those rooms without mention of SNAs being reapplied - I didn't even have to get to the point of explaining that it's impossible to reapply them either way. I will find out about the $50 nightly charge when I check out, I wasn't going to bring it up again.
Last edited by friedablass; Jun 26, 2022 at 5:35 pm
Jun 26, 2022, 5:38 pm
#3532
Join Date: Dec 2014
Posts: 1,880
One thing to check – there was a bug for a while where if you had two stays for the same dates (even if at different hotels) you could request upgrades using the same SNAs. You might see if this bug still exists.
Jun 27, 2022, 1:31 am
#3533
Join Date: Apr 2010
Posts: 114
I've booked a last minute stay at a hotel for later this week, and only want to stay if my SNA clears. Cancellation for the SNA is 2pm tomorrow, but I can cancel the stay without penalty until midnight tomorrow. I missed the cut off for today's sweep on SNAs.
In the past, I've had SNAs returned to me the day before, usually around 2:45pm. However one time the award was not returned, and they confirmed it the day of my stay.
What happens if after 2pm tomorrow, the SNA is not confirmed, but not rejected either, and I cancel the stay? Do I lose the SNA?
In the past, I've had SNAs returned to me the day before, usually around 2:45pm. However one time the award was not returned, and they confirmed it the day of my stay.
What happens if after 2pm tomorrow, the SNA is not confirmed, but not rejected either, and I cancel the stay? Do I lose the SNA?
Jun 27, 2022, 2:37 am
#3534
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,021
Had a very nice stay, in what was labelled as a standard room, but seemed much better than that. Was impressed enough to decide to stay again on another work stay later this week. Busy again, but this time the SNA has cleared at the 5 day mark, which is nice. At least I managed to get 1 of my 2 expiring SNAs used this week. Nice to have a smooth SNA experience though.
Jun 27, 2022, 7:48 am
#3535
Join Date: Dec 2014
Posts: 1,880
I've booked a last minute stay at a hotel for later this week, and only want to stay if my SNA clears. Cancellation for the SNA is 2pm tomorrow, but I can cancel the stay without penalty until midnight tomorrow. I missed the cut off for today's sweep on SNAs.
In the past, I've had SNAs returned to me the day before, usually around 2:45pm. However one time the award was not returned, and they confirmed it the day of my stay.
What happens if after 2pm tomorrow, the SNA is not confirmed, but not rejected either, and I cancel the stay? Do I lose the SNA?
In the past, I've had SNAs returned to me the day before, usually around 2:45pm. However one time the award was not returned, and they confirmed it the day of my stay.
What happens if after 2pm tomorrow, the SNA is not confirmed, but not rejected either, and I cancel the stay? Do I lose the SNA?
Jun 27, 2022, 8:20 am
#3536
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,197
Anyone have an SNA request denied in advance? I have one in for a stay starting Friday and received a denial this morning and the SNAs were deposited back to my account.
On top of that, when it is denied you can't even re-request it since the option isn't even there unless I cancel and rebook... which would be at a higher points rate now.
On top of that, when it is denied you can't even re-request it since the option isn't even there unless I cancel and rebook... which would be at a higher points rate now.
Jun 27, 2022, 8:46 am
#3537
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
Anyone have an SNA request denied in advance? I have one in for a stay starting Friday and received a denial this morning and the SNAs were deposited back to my account.
On top of that, when it is denied you can't even re-request it since the option isn't even there unless I cancel and rebook... which would be at a higher points rate now.
On top of that, when it is denied you can't even re-request it since the option isn't even there unless I cancel and rebook... which would be at a higher points rate now.
I suspect mine wouldn't have cleared anyway if they had left it pending. But it seems there's always a chance - in my case, at a beach property with rain forecast for Saturday and a 2 day cancel policy, it's not hard to imagine some booked rooms freeing up. If Marriott has changed policy or technology/implementation on how SNAs work, the least they could do is tell us.
Lurkers, feel free to chime in.
Jun 28, 2022, 1:43 pm
#3538
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
Anyone have an SNA request denied in advance? I have one in for a stay starting Friday and received a denial this morning and the SNAs were deposited back to my account.
On top of that, when it is denied you can't even re-request it since the option isn't even there unless I cancel and rebook... which would be at a higher points rate now.
On top of that, when it is denied you can't even re-request it since the option isn't even there unless I cancel and rebook... which would be at a higher points rate now.
Jun 29, 2022, 2:14 am
#3539
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
Yes, last week, see post 3491.
I suspect mine wouldn't have cleared anyway if they had left it pending. But it seems there's always a chance - in my case, at a beach property with rain forecast for Saturday and a 2 day cancel policy, it's not hard to imagine some booked rooms freeing up. If Marriott has changed policy or technology/implementation on how SNAs work, the least they could do is tell us.
Lurkers, feel free to chime in.
I suspect mine wouldn't have cleared anyway if they had left it pending. But it seems there's always a chance - in my case, at a beach property with rain forecast for Saturday and a 2 day cancel policy, it's not hard to imagine some booked rooms freeing up. If Marriott has changed policy or technology/implementation on how SNAs work, the least they could do is tell us.
Lurkers, feel free to chime in.
We would like to help look into this if you may provide the reservation details to us via private mail here or by email below.
Best Regards,
Christina Z
Specialist, Social Media
Marriott International
[email protected]
Jun 29, 2022, 10:56 am
#3540
Join Date: Mar 2005
Location: YVR
Programs: AC 75K, BA Gold, Marriott Platinum, National EE, Sixt Platinum, Hertz PC, AVIS PC
Posts: 1,912
I have an interesting situation. Similar to posts above.
Submitted a SNA for only one choice at W Mexico City - Marvelous bi-level suite. Received an email that it was accepted and my reservation showed that suite as the room. Next time I check the reservation it has been changed to the 2nd in the choice list - Fantastic 1 bedroom suite. I did not select this as a choice What are my options here?
Another thing.. Staying 2 nights with 2 separate reservations (package for 1 night, standard rate for the other) .. the SNA for my 2nd night was just accepted and as of right now, it's what I chose - the bi-level suite.
Ron.
Submitted a SNA for only one choice at W Mexico City - Marvelous bi-level suite. Received an email that it was accepted and my reservation showed that suite as the room. Next time I check the reservation it has been changed to the 2nd in the choice list - Fantastic 1 bedroom suite. I did not select this as a choice What are my options here?
Another thing.. Staying 2 nights with 2 separate reservations (package for 1 night, standard rate for the other) .. the SNA for my 2nd night was just accepted and as of right now, it's what I chose - the bi-level suite.
Ron.
To follow up on this.. I was not given a Marvelous bi-level suite with balcony, as confirmed for the first night. I did get the Fabulous suite which I did not request. My SNA certificate has not been returned.
For the 2nd night .. the hotel confirmed in chat that I could move to the Marvelous suite as per my confirmation. I dropped off the key from the Fabulous suite and got the key for the Marvelous.. when I get to the suite, find that it doesn't have a balcony or view as per my request / confirmation. Hotel apologizes and tells me sold out.. sorry, too bad.
UPGRADE CONFIRMED
Good news — your Suite Night Awards™ request has been fulfilled and an upgraded room is awaiting your arrival.
Here are your award details:
• Reservation confirmation number: xxxxxxxx | Marvelous, 1 Bedroom Bi-level Suite, 1 King, Sofa bed, City view, Top floor, Balcony
• Hotel: WH W MEXICO CITY
• Stay dates: 2022-06-24 through 2022-06-25
• Suite Night Award(s) requested: 1
• Suite Night Award(s) remaining in your account: 3
UPGRADE CONFIRMED
Good news — your Suite Night Awards™ request has been fulfilled and an upgraded room is awaiting your arrival.
Here are your award details:
• Reservation confirmation number: xxxxxxxx | Marvelous, 1 Bedroom Bi-level Suite, 1 King, Sofa bed, City view, Top floor, Balcony
• Hotel: WH W MEXICO CITY
• Stay dates: 2022-06-25 through 2022-06-26
• Suite Night Award(s) requested: 1
• Suite Night Award(s) remaining in your account: 3
Ugh.
Ron.
Last edited by newfbc; Jun 29, 2022 at 11:05 am