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
Jul 6, 2022, 7:59 am
#3646
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,314
Is it time to "un-apply" any of the extended SNAs proactively to avoid jeopardizing the reservations they're attached to? I note one poster above says they lost an entire booking when the SNAs were clawed back. Personally I have one reservation that if lost would cost me hundreds of dollars rebooking at current rates.
--Jon
Jul 6, 2022, 8:08 am
#3647
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott Lifetime Titanium, AA Plat MM
Posts: 3,582
I think un-applying them would be the most prudent cost of action. Attempting to game the system, frequently has poor results. Please don't interpret my response wrong. I understand why you and others tried to protect your expiring SNA's. Now that Marriott has made it clear they are definitiely clawing them back, still trying to use them would be at your own peril. YMMV...
--Jon
--Jon
Jul 6, 2022, 8:12 am
#3648
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,314
Thank you for the solid advice, although I did not actually attempt to "game the system". It was the system that chose which SNAs would be applied to my recent reservations. (I have so many of these things I basically apply them to everything, hoping some stick. I'm still likely to wind up with 7 unused at year-end.)
--Jon
Jul 6, 2022, 8:13 am
#3649
Join Date: Jan 2013
Programs: Aeroplan Diamond, SPG Plat, Hilton Gold, Marriott
Posts: 1,839
Jul 6, 2022, 8:29 am
#3650
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott Lifetime Titanium, AA Plat MM
Posts: 3,582
I apologize or the mischaracterization of your SNA usage. Others did explicitly state they were trying to apply the SNA's that had been incorrectly extended to prevent them from being clawed back. I consider that to be gaming the system. Regardless, each to their own.... I am not the Marriott Bonvoy Police nor do I want to be....
--Jon
--Jon
Jul 6, 2022, 8:43 am
#3651
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
Is it time to "un-apply" any of the extended SNAs proactively to avoid jeopardizing the reservations they're attached to? I note one poster above says they lost an entire booking when the SNAs were clawed back. Personally I have one reservation that if lost would cost me hundreds of dollars rebooking at current rates.
I would leave it. If you weren't on FT, you wouldn't know anything about the Marriott sh!t show going on. Marriott has made no announcements or sent out any emails to anyone. They posted something on social media which they deleted. I doubt Marriott will be stupid enough to start canceling reservations. They may delete the SNAs. If they somehow mistakenly cancel the reservation, they should have to reinstate it.
We need @Flyingwith5 to come back and explain what he/she means by canceling future bookings.
Jul 6, 2022, 9:03 am
#3652
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Jul 6, 2022, 9:05 am
#3653
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
I would leave it. If you weren't on FT, you wouldn't know anything about the Marriott sh!t show going on. Marriott has made no announcements or sent out any emails to anyone. They posted something on social media which they deleted. I doubt Marriott will be stupid enough to start canceling reservations. They may delete the SNAs. If they somehow mistakenly cancel the reservation, they should have to reinstate it.
We need @Flyingwith5 to come back and explain what he/she means by canceling future bookings.
We need @Flyingwith5 to come back and explain what he/she means by canceling future bookings.
Jul 6, 2022, 2:04 pm
#3654
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
Except there have been no other reports of attached SNAs being canceled. I’m not sure that that’s what happened to Flyingwith5. Let’s wait to see if there are more reports before we draw any conclusions.
Jul 6, 2022, 3:16 pm
#3655
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,030
Jul 6, 2022, 4:09 pm
#3656
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,314
--Jon
Jul 6, 2022, 5:33 pm
#3657
Join Date: Dec 2014
Posts: 1,880
I had two SNAs set to expire 6/30 and five on 12/31. When the two were 'accidentally' extended to 12/31, I applied those two plus one of the other SNAs to a 3 night stay and so far the request is still showing up. We'll see if that sticks...
Jul 6, 2022, 11:13 pm
#3659
Join Date: Jun 2005
Location: SAN
Programs: AS MVP Gold, Marriott Plat, ICH Plat, HH Gold
Posts: 4,381
Jul 7, 2022, 12:15 am
#3660
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