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 24, 2018, 7:25 pm
#526
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Apparently they aint fixing it now since there's a new platform being rolled out early next year.
When i was told that, im like this will be deja vu all over again with all the F ups and headaches. Thanks Marriott!
When i was told that, im like this will be deja vu all over again with all the F ups and headaches. Thanks Marriott!
Dec 24, 2018, 7:27 pm
#527
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
Dec 24, 2018, 10:59 pm
#529
formerly skyccord
Join Date: Jul 2012
Location: NYC
Programs: United Premier Platinum, Hertz President Circle, Marriott/SPG Premier Plat Elite, Avis Preferred
Posts: 269
Dec 24, 2018, 11:45 pm
#530
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Considering the issues I think Marriott should have already come out and said they are extending the SNA's for 12 months and an actual time frame for when they can be used as advertised.
Dec 25, 2018, 2:47 am
#531
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,914
OTOH, who knows when (if ever) they fix this, and there are probably way too many SNA floating around already.
Dec 25, 2018, 6:16 am
#534
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
Can't be used on prepaid reservations, enough said. All the hotels I've checked prepaid rates are $100 cheaper. I've noticed a lot of hotels have changed to do this.
This is absolute hogwash and makes chasing nights worthless. Make things right Marriott and allow SNA to be used on prepaid stays. Saying it is not possible with IT is a lie as the original SNA system for Starwood allowed it.
This is absolute hogwash and makes chasing nights worthless. Make things right Marriott and allow SNA to be used on prepaid stays. Saying it is not possible with IT is a lie as the original SNA system for Starwood allowed it.
Dec 25, 2018, 6:29 am
#535
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
This is amply discussed in the SNA thread. Not sure why we need a new thread. I don’t believe SNAs were meant to exclude prepaid rates since they never did with SPG. It sucks, but so does Marriott IT. Maybe all these issues will be fixed in the next decade. Now can someone explain to me why we are supposedly better off with Marriott’s cloud based system?
Dec 25, 2018, 8:23 am
#537
Join Date: Dec 2018
Posts: 6
Did you ever 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.
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.
Checked in successfully into St. Regis Florence yesterday, and got an upgraded room even better than the one requested when first applying the SNA...! Very grateful with how St Regis Florence handled the situation, but thumbs down for Marriott customer service and IT which never got back to me.
Hope you will similarly have a good experience as mine - Merry Christmas!
Dec 25, 2018, 8:45 am
#538
Join Date: Dec 2010
Posts: 495
A great SNA year.
3 nights upgraded into park view suite at Sheraton Grand Park Lane in London.
1 night into 1 bed suite at Toronto Sheraton Centre
5 nights into 1 bed beachfront villa at St Regis Punta Mita (from points)
1 will go to waste, but I am more than happy
3 nights upgraded into park view suite at Sheraton Grand Park Lane in London.
1 night into 1 bed suite at Toronto Sheraton Centre
5 nights into 1 bed beachfront villa at St Regis Punta Mita (from points)
1 will go to waste, but I am more than happy
Dec 25, 2018, 4:10 pm
#539
Join Date: Mar 2007
Location: MSP
Programs: Marriott Lifetime Titanium, UA Silver, Hertz 5*
Posts: 913
KI guess I celebrated too early.
I applied my first set of SNAs to a 5 night stay at the Sheraton Grand Los Cabos and at the 5 day mark was confirmed into a One Bedroom Oceanfront Suite. I thought I hit the jackpot considering that it’s the Xmas week. I did take a screenshot of the reservation which showed the new room type and the message that the suite night award had been applied.
On the day of travel I checked the app while waiting to board the plane and was shocked to see that the room type is now just a partial ocean view king. No more suite.
Getting to the property, I tried to explain that I had applied the award only to the suite options and not al the room types that were presented. Showed them the screenshot but to no avail. The manager finally spoke to me and said that she would let Marriott know that the SNAs should be returned. I even called Marriott from Mexico and the CSR made a note in my account.
I’ll be checking out in 2 days so will follow up one more time when I stop by the front desk to check on status.
All in all a huge disappointment. For anyone who has used Hyatt’s suite upgrade awards, Marriott’s SNA is a very poor non-offering.
I think I’d rather just get the 35k free night. Too bad it’s offered only at the 75 night level.
A question: Has anyone in a similar position ever been returned their SNAs? I am wondering whether it’s worth my time to chase this. They could well argue that they put me in a room with a better view and say that was the upgrade.
I applied my first set of SNAs to a 5 night stay at the Sheraton Grand Los Cabos and at the 5 day mark was confirmed into a One Bedroom Oceanfront Suite. I thought I hit the jackpot considering that it’s the Xmas week. I did take a screenshot of the reservation which showed the new room type and the message that the suite night award had been applied.
On the day of travel I checked the app while waiting to board the plane and was shocked to see that the room type is now just a partial ocean view king. No more suite.
Getting to the property, I tried to explain that I had applied the award only to the suite options and not al the room types that were presented. Showed them the screenshot but to no avail. The manager finally spoke to me and said that she would let Marriott know that the SNAs should be returned. I even called Marriott from Mexico and the CSR made a note in my account.
I’ll be checking out in 2 days so will follow up one more time when I stop by the front desk to check on status.
All in all a huge disappointment. For anyone who has used Hyatt’s suite upgrade awards, Marriott’s SNA is a very poor non-offering.
I think I’d rather just get the 35k free night. Too bad it’s offered only at the 75 night level.
A question: Has anyone in a similar position ever been returned their SNAs? I am wondering whether it’s worth my time to chase this. They could well argue that they put me in a room with a better view and say that was the upgrade.
Last edited by crazyhorse; Dec 25, 2018 at 9:55 pm Reason: Added question
Dec 26, 2018, 8:25 am
#540
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
KI guess I celebrated too early.
I applied my first set of SNAs to a 5 night stay at the Sheraton Grand Los Cabos and at the 5 day mark was confirmed into a One Bedroom Oceanfront Suite. I thought I hit the jackpot considering that it’s the Xmas week. I did take a screenshot of the reservation which showed the new room type and the message that the suite night award had been applied.
On the day of travel I checked the app while waiting to board the plane and was shocked to see that the room type is now just a partial ocean view king. No more suite.
Getting to the property, I tried to explain that I had applied the award only to the suite options and not al the room types that were presented. Showed them the screenshot but to no avail. The manager finally spoke to me and said that she would let Marriott know that the SNAs should be returned. I even called Marriott from Mexico and the CSR made a note in my account.
I’ll be checking out in 2 days so will follow up one more time when I stop by the front desk to check on status.
All in all a huge disappointment. For anyone who has used Hyatt’s suite upgrade awards, Marriott’s SNA is a very poor non-offering.
I think I’d rather just get the 35k free night. Too bad it’s offered only at the 75 night level.
A question: Has anyone in a similar position ever been returned their SNAs? I am wondering whether it’s worth my time to chase this. They could well argue that they put me in a room with a better view and say that was the upgrade.
I applied my first set of SNAs to a 5 night stay at the Sheraton Grand Los Cabos and at the 5 day mark was confirmed into a One Bedroom Oceanfront Suite. I thought I hit the jackpot considering that it’s the Xmas week. I did take a screenshot of the reservation which showed the new room type and the message that the suite night award had been applied.
On the day of travel I checked the app while waiting to board the plane and was shocked to see that the room type is now just a partial ocean view king. No more suite.
Getting to the property, I tried to explain that I had applied the award only to the suite options and not al the room types that were presented. Showed them the screenshot but to no avail. The manager finally spoke to me and said that she would let Marriott know that the SNAs should be returned. I even called Marriott from Mexico and the CSR made a note in my account.
I’ll be checking out in 2 days so will follow up one more time when I stop by the front desk to check on status.
All in all a huge disappointment. For anyone who has used Hyatt’s suite upgrade awards, Marriott’s SNA is a very poor non-offering.
I think I’d rather just get the 35k free night. Too bad it’s offered only at the 75 night level.
A question: Has anyone in a similar position ever been returned their SNAs? I am wondering whether it’s worth my time to chase this. They could well argue that they put me in a room with a better view and say that was the upgrade.