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 21, 2018, 12:34 pm
#496
Join Date: Mar 2007
Location: MSP
Programs: Marriott Lifetime Titanium, UA Silver, Hertz 5*
Posts: 913
Thanks for confirming. I already have enough free nights between Marriott and Hyatt that I need to use up before the expiration datewithout getting more. I guess I'll just get the SNAs considering I had a good experience redeeming the 5 earned at the 50 night level for an Oceanfront Suite at the Sheraton Los Cabos. If they hadn't cleared, I'd have considered the free night.
Dec 21, 2018, 3:20 pm
#497
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
Dec 21, 2018, 5:54 pm
#498
Join Date: Jun 2003
Posts: 1,949
Lurker has confirmed to me by email that this is currently a known systems issue and limitation. The "definition" of a prepaid rate is that it cannot be changed, and apparently, applying an SNA has to "modify" the booking but a prepaid booking will not allow the change.
Dec 21, 2018, 8:24 pm
#499
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
Lurker has confirmed to me by email that this is currently a known systems issue and limitation. The "definition" of a prepaid rate is that it cannot be changed, and apparently, applying an SNA has to "modify" the booking but a prepaid booking will not allow the change.
Dec 22, 2018, 9:03 am
#502
Join Date: Jun 2000
Location: toronto
Posts: 914
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.
I am hoping i have same luck with trying to use the SNA at the Cotton House following the stay at the Westin, but not having my hopes high with the lack of suites at the Cotton House.
Dec 22, 2018, 9:05 am
#503
Join Date: Aug 2005
Location: NYC, FLL
Programs: UA PP 1MM, Marriott Bonvoy LTTE, BA Gold
Posts: 6,306
Long time reader on this forum but registering an account and hoping for some input on this matter.
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.
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.
I have the exact same problem. SNA confirmed, upgrade email came (Hotel Name blank), reservation has dropped off SPG.com. I have My Trips = 2 but only 1 reservation shows. Can't see Res on the app either. I called SPG Platinum and he couldn't find it either. My next step was to call the hotel - haven't done that yet. I'm assuming it's all fine and Marriott IT is misbehaving.
Dec 22, 2018, 4:56 pm
#504
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
Mine have been horrible for the past 3 months
pre merger, FLL Westin, applied, granted, reservation cancelled, 2 SNA never returned. Have called and emailed abou 7 times so far, last being yesterday. I assume they are doa by now
4 weeks ago, Marriott Marquis, NYC, booked 2 dbl room, used SNA for 1 br suite since 20 year son was along. Only request I chose. Granted and approved. Upon Checkin, what did we have? 2 dbl Times Square view and an hour run around with the hotel.
Their first excuse, we did upgrade you 1 room type. I said this was a guaranteed 1br suite.
Then it was we gave you what you requested, um no.
Then it was well we can’t really see what you requested, we just upgraded you. To this was you did that after downgrading me since I have an email and screenshot of the guaranteed upgrade to a 1 br king.
Then they refused late checkout too
pre merger, FLL Westin, applied, granted, reservation cancelled, 2 SNA never returned. Have called and emailed abou 7 times so far, last being yesterday. I assume they are doa by now
4 weeks ago, Marriott Marquis, NYC, booked 2 dbl room, used SNA for 1 br suite since 20 year son was along. Only request I chose. Granted and approved. Upon Checkin, what did we have? 2 dbl Times Square view and an hour run around with the hotel.
Their first excuse, we did upgrade you 1 room type. I said this was a guaranteed 1br suite.
Then it was we gave you what you requested, um no.
Then it was well we can’t really see what you requested, we just upgraded you. To this was you did that after downgrading me since I have an email and screenshot of the guaranteed upgrade to a 1 br king.
Then they refused late checkout too
Dec 22, 2018, 8:05 pm
#505
Join Date: Sep 2007
Programs: UA - Platinum; Starwood - Platinum; Alaska - MVP75; IHG - Platinum; Hilton - Gold; Marriott - Gold
Posts: 670
Reservation completely missing from Marriott system after SNA got cleared
I am a Platinum Elite with Marriott (starwood actually) for last 10 years and I am a Gold Elite.
I got an email early in the morning (1:00 am PST) today saying that my Suite night Award is cleared for my upcoming stay in 4 days (December, 26) in Thailand.
When I went and looked into Marriott app and Marriott.com, I couldn't find the reservation. Called the CSR (18:00 hrs PST), they couldn't find the reservation either. After a long hold and transferring to the Supervisor and wait, they called the hotel in Thailand and they don't see any reservation nor any Suite night award being cleared.
What happens now? I have screenshot for all my upcoming reservations. I didn't cancel anything.
I have 10 reservations for my upcoming international vacation in both Thailand and Malaysia.
Should I trust Marriott and still plan all my stays with Marriott or should I cancel every reservation and safely stay in a non-Marriott property?
Or should I just wait until Marriott fixes this?
Have any one encountered this?
I got an email early in the morning (1:00 am PST) today saying that my Suite night Award is cleared for my upcoming stay in 4 days (December, 26) in Thailand.
When I went and looked into Marriott app and Marriott.com, I couldn't find the reservation. Called the CSR (18:00 hrs PST), they couldn't find the reservation either. After a long hold and transferring to the Supervisor and wait, they called the hotel in Thailand and they don't see any reservation nor any Suite night award being cleared.
What happens now? I have screenshot for all my upcoming reservations. I didn't cancel anything.
I have 10 reservations for my upcoming international vacation in both Thailand and Malaysia.
Should I trust Marriott and still plan all my stays with Marriott or should I cancel every reservation and safely stay in a non-Marriott property?
Or should I just wait until Marriott fixes this?
Have any one encountered this?
Last edited by kay_jay; Dec 22, 2018 at 9:21 pm
Dec 22, 2018, 11:02 pm
#507
Join Date: Apr 2012
Location: New York City
Programs: UA: 1K, Hyatt: Explorist and Marriott: LF Titanium Elite
Posts: 1,268
I have a reservation at St Regis New York on Christmas Eve and my SNA cleared just today but it disappeared. From my conversation with my Ambassador it seems they are having problems with the IT system and migration (after couple of months). It seems they are having issues with high end property (e.g. St Regis) - I suggest call the hotel to confirm.
Dec 22, 2018, 11:10 pm
#508
Join Date: Nov 2012
Location: HK
Programs: CX DM, SPG PLT, Accor PLT, IHG PLT AMB, Hyatt DM, HH DM
Posts: 61
I have a reservation at St Regis New York on Christmas Eve and my SNA cleared just today but it disappeared. From my conversation with my Ambassador it seems they are having problems with the IT system and migration (after couple of months). It seems they are having issues with high end property (e.g. St Regis) - I suggest call the hotel to confirm.
very horrible, i experienced the same. it is another big bug in the IT system. Called reservation centre and seek help. Eventually the hotel called me and informed me that the reservation is in order in the hotel’s system.
For those who applied SNA please note this
Dec 23, 2018, 3:40 am
#509
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
I am a Platinum Elite with Marriott (starwood actually) for last 10 years and I am a Gold Elite.
I got an email early in the morning (1:00 am PST) today saying that my Suite night Award is cleared for my upcoming stay in 4 days (December, 26) in Thailand.
When I went and looked into Marriott app and Marriott.com, I couldn't find the reservation. Called the CSR (18:00 hrs PST), they couldn't find the reservation either. After a long hold and transferring to the Supervisor and wait, they called the hotel in Thailand and they don't see any reservation nor any Suite night award being cleared.
What happens now? I have screenshot for all my upcoming reservations. I didn't cancel anything.
I have 10 reservations for my upcoming international vacation in both Thailand and Malaysia.
Should I trust Marriott and still plan all my stays with Marriott or should I cancel every reservation and safely stay in a non-Marriott property?
Or should I just wait until Marriott fixes this?
Have any one encountered this?
I got an email early in the morning (1:00 am PST) today saying that my Suite night Award is cleared for my upcoming stay in 4 days (December, 26) in Thailand.
When I went and looked into Marriott app and Marriott.com, I couldn't find the reservation. Called the CSR (18:00 hrs PST), they couldn't find the reservation either. After a long hold and transferring to the Supervisor and wait, they called the hotel in Thailand and they don't see any reservation nor any Suite night award being cleared.
What happens now? I have screenshot for all my upcoming reservations. I didn't cancel anything.
I have 10 reservations for my upcoming international vacation in both Thailand and Malaysia.
Should I trust Marriott and still plan all my stays with Marriott or should I cancel every reservation and safely stay in a non-Marriott property?
Or should I just wait until Marriott fixes this?
Have any one encountered this?
https://www.flyertalk.com/forum/marr...thread-32.html
Dec 23, 2018, 6:54 am
#510
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,337
-RM