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
Dec 20, 2018, 3:20 am
#468
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
Dec 20, 2018, 5:20 am
#469
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
Dec 20, 2018, 6:09 am
#470
Join Date: Dec 2007
Location: Canada
Posts: 1,511
Where do you make these choices......I reached Plat again but still have not received any type of communication to make those choices? Albeit, I sent in an LNF and everything was automatically changed on my reservations etc., but I didn't receive any type of communication from the LNF team?
Dec 20, 2018, 8:25 am
#471
Join Date: May 2012
Location: YOW
Programs: UA*1K, Marriott Titanium (LTP), Hilton Gold, Hertz PC
Posts: 1,665
Today I received an email that my SNA request was successfully processed. But when I go to my MR account, i no longer see that reservation listed under 'my trips'. The # of trips counter is correct at '4', but when I click to view reservations, it only pull up 3 future trips, and my Madrid stay is missing.
I tried searching the reservation based on the confirmation #, and it doesn't pull anything up.
Should I be worry that the SNA messed up my reservation?
I tried searching the reservation based on the confirmation #, and it doesn't pull anything up.
Should I be worry that the SNA messed up my reservation?
Like their removing hotel emails and going to faxes, it seems Marriott is moving away from having a working website to preferring you to call in.
Dec 20, 2018, 8:44 am
#472
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
Where do you make these choices......I reached Plat again but still have not received any type of communication to make those choices? Albeit, I sent in an LNF and everything was automatically changed on my reservations etc., but I didn't receive any type of communication from the LNF team?
You earned Benefit of Choice for staying 50 nights.
Or try this link for selecting your benefit:
https://choice-benefit.marriott.com/
Last edited by margarita girl; Dec 20, 2018 at 9:08 am
Dec 20, 2018, 1:15 pm
#473
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Dec 20, 2018, 2:14 pm
#474
Join Date: Dec 2018
Posts: 6
Honestly... I wouldn't worry. The Marriott website doesn't work, simply put. Quite often I can't see my reservations, or get "An error has occurred", and have to try later or keep refreshing.
Like their removing hotel emails and going to faxes, it seems Marriott is moving away from having a working website to preferring you to call in.
Like their removing hotel emails and going to faxes, it seems Marriott is moving away from having a working website to preferring you to call in.
5 nights stay on points at the St. Regis Florence upcoming from 12/24 to 12/29 and applied SNA on the stay. Received email with legacy SPG purple branding confirming suite night award upgrades on yesterday exactly 5 days ahead of the stay. The email stated that one, not five, suite night awards has been applied. The hotel name and reservation number fields were empty on this email.
This stay has disappeared since then on the list of my stays, although the count total on the Marriott website correctly reflects the number of upcoming stays I have booked (six). I was unable to look up my reservation using the confirmation number I received from the email back then when I first booked the stay.
Called in to Marriott/SPG as suggested by other commenters - called in to Marriott/SPG reservations/customer service and asked the associate to confirm if my stay is still visible and active in the Marriott/SPG system, but the associate is unable to see detailed breakdowns of any stay beyond my soonest upcoming stay (airport hotel), nor provide me with an updated confirmation number for the upcoming St. Regis Florence stay. The associate further told me that I have seven (!!) upcoming stays all with check-in date identical to my airport hotel stay. Call ended with the associate offering to create a service ticket request and to reach out to IT and St. Regis Florence, and suggesting that I call Marriott/SPG reservations/customer service again tomorrow if I hear back.
At this point, I am unsure what/who to trust. Fortunately St. Regis comes with a butler who actively emailed me prior to the stay, and I have detailed the above situation to him. My previous application of SNAs to St. Regis Bali did not create such dramas (albeit a cash rate stay). Will report back with any updates on the situation, and I would really appreciate it if anyone (especially the Lurkers) can offer more insight into this matter.
Thank you!
Dec 20, 2018, 2:23 pm
#475
Join Date: Jan 2000
Location: ATL - DL DM/3MM - HH Lifetime Diamond - Marriott Lifetime Plat
Posts: 3,117
I went to apply SNAs to a stay at the Hotel Santo Mauro, it gave me 3 options, Premium room, Junior Suite, Suite. If I check all 3, will they just call it day and upgrade me to a premium room even if suites are available or is it safe to check all boxes?
Dec 20, 2018, 3:47 pm
#476
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
That is a possibility, but more likely the first room type that comes available and the game is over. So pick the highest rooms desired and hope for one of them to clear.
Dec 20, 2018, 3:56 pm
#477
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
Obviously nobody really knows what the rules are under the new system, but with SPG the system always ensured the best available suite choice was chosen as preference.
Dec 20, 2018, 5:15 pm
#478
Join Date: Oct 2009
Posts: 171
SNA fulfilled >>> then cancelled?
I got the email that my SNA request was fulfilled at 2:36pm this afternoon and I screenshot the confirmed suite reservation on the SPG APP of my cellphone. But just now, when I log into my desktop to try to print the confirmation out, my account shows the original queen room (though I edited the room this morning to a deluxe king room with lower rate), my cellphone's app. As I will travel tomorrow with limited internet connection and this reservation is 3 nights stay from this coming Sunday, I'd like to learn others' experience. I am a SPG 75 nights, now the Platinum Premier Elite member of Marriott.
Dec 20, 2018, 6:00 pm
#479
Join Date: Jun 2003
Posts: 1,952
Is anyone currently experiencing a technical glitch on applying SNAs? I am looking to apply an SNA to an upcoming reservation, but the SNA link in "View/Modify" booking has entirely disappeared. This is for a hotel at which I had applied SNAs before, so for sure, this hotel is eligible. Higher-level rooms, junior suites, and full suites are currently all available for paid bookings, so I do not see why the SNA link is gone.
In fact, when I look at my upcoming 10 bookings in 2019 at Courtyard, Sheraton, and Luxury Collection hotels, NONE of these "View/Modify" bookings have the apply SNA link available.
My 13 SNAs all expire on 31.Dec.2019, so I do not believe the expiry date to be an issue.
In fact, when I look at my upcoming 10 bookings in 2019 at Courtyard, Sheraton, and Luxury Collection hotels, NONE of these "View/Modify" bookings have the apply SNA link available.
My 13 SNAs all expire on 31.Dec.2019, so I do not believe the expiry date to be an issue.
Dec 20, 2018, 6:29 pm
#480
Join Date: Aug 2011
Posts: 21
Seems to there been some change of SNA pools at certain properties recently, maybe due to merge of
reservation system, especially aligning all legacy SPG reservations into MR ones.
Will this bring about interesting uncertainties, ie when Suite A used to be in the pool, with an SNA requested
and received by choosing that room type, while the Suite A is removed from the pool now, what would happen
in the clearing process? Is the request to Suite A honoured and saved in the system and be sought at -5D checkin,
or will the system only target at other room types available in the pool by the time of -5D?
reservation system, especially aligning all legacy SPG reservations into MR ones.
Will this bring about interesting uncertainties, ie when Suite A used to be in the pool, with an SNA requested
and received by choosing that room type, while the Suite A is removed from the pool now, what would happen
in the clearing process? Is the request to Suite A honoured and saved in the system and be sought at -5D checkin,
or will the system only target at other room types available in the pool by the time of -5D?