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, 6:41 pm
#481
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
I have the same - i’ve only once had the option of an SNA on about 20 stays since the merger (to be fair, maybe half were not eligible as Marriott decided not to allow SNA’s on their high end properties). Someone else here has suggested it might be that SNA’s are not available on pre-paid bookings - could this be the case for you?
Silence from Marriott as to whether this is true and if it is whether it is a policy or temporary systems issue.
Silence from Marriott as to whether this is true and if it is whether it is a policy or temporary systems issue.
Dec 20, 2018, 6:44 pm
#482
Join Date: Sep 2008
Posts: 7,875
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.
Merry Christmas.
Dec 20, 2018, 7:12 pm
#484
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
Yes, but once it picked an available room, that's all she wrote. There were not more checks to see if a better room opens up later. But then I don't think SNA process deals with waitlisting so cancellations don't restart the search.
Dec 20, 2018, 7:14 pm
#485
Join Date: Jun 2003
Posts: 1,952
I have the same - i’ve only once had the option of an SNA on about 20 stays since the merger (to be fair, maybe half were not eligible as Marriott decided not to allow SNA’s on their high end properties). Someone else here has suggested it might be that SNA’s are not available on pre-paid bookings - could this be the case for you?
Silence from Marriott as to whether this is true and if it is whether it is a policy or temporary systems issue.
Silence from Marriott as to whether this is true and if it is whether it is a policy or temporary systems issue.
I then looked at all my other reservations in 2019...from Jan to Jun. These are ALL on flexible rates, but NONE have the option to apply SNAs. These are JW Marriott, Courtyard, Sheraton, and Luxury Collection properties which are not supposed to be excluded from the SNA pool.
Dec 20, 2018, 9:41 pm
#486
Join Date: Oct 2009
Posts: 171
I changed the room before I submitted the SNA request… I know it’s weird but it’ s true that I was not able to apply SNA for the previous reservation on queen room(15 times failed), but after I changed the reservation to king room, I could successfully add SNA request. The hotel is Le Westin Tremblant. Last year, my reservation at that hotel was upgraded to a suite automatically without using SNA by an email, but when checked in, the suite was sold out so I got 20000points
Dec 21, 2018, 2:34 am
#487
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
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 21, 2018, 4:38 am
#488
Join Date: Oct 2009
Posts: 171
I didn’t change the reservation after SNA is fulfilled. So it must the hotel changed my reservation. Will we have any records that who changed the reservation?
Dec 21, 2018, 4:59 am
#489
Join Date: Oct 2009
Posts: 171
Also per the policy of
"
So why my reservation is still in my account if the SNA is cancelled. Very strange for my case and will call Marriott today to understand
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 penalties applicable to the reservation itself."
So why my reservation is still in my account if the SNA is cancelled. Very strange for my case and will call Marriott today to understand
Dec 21, 2018, 9:03 am
#491
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 21, 2018, 10:44 am
#492
Join Date: Mar 2007
Location: MSP
Programs: Marriott Lifetime Titanium, UA Silver, Hertz 5*
Posts: 913
If I make the selection after 1/1/19 but before 1/14/19, when do the SNAs expire? Is it 12/31/19 or 12/31/20? And what if I select the free night worth up to 40K points instead? Would that expire on 12/31/19 or 12/31/20?
Dec 21, 2018, 11:10 am
#493
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
Everything expires on Dec 31/19. If you choose Elite nights, they will be applied to 2018 even if you choose them in Jan 2019.