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
Feb 20, 2019, 2:24 pm
#766
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
...Update: In the new reservation I saw a statement that suite upgrade not available because either there is no standard suites or the hotel does not participate in the SNA program. Since the hotel does have suites including Junior Suites, the only explanation is that the hotel does not participate in the SNA program.
Feb 20, 2019, 8:22 pm
#767
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,822
Possible, I guess. What hotel are we speaking of here? The Providence Marriott Downtown is participating, so it could also be that whatever rooms/suites they use for SNA's are sold out for your travel dates. You would not be able to attach SNA's in that case either.
Feb 21, 2019, 1:23 am
#768
Join Date: Apr 2009
Posts: 298
By "requires property execution" MR most probably means to express that they can't automatically deliver this choice to the customer but need property assistance to deliver, i.e. they require hotels to let guests use upgraded rooms.
It does not necessarily mean that someone in a hotel needs to actively accept an incoming SNA.
All other Choice 50 and Choice 75 benefits can be delivered by Marriott. E.g. Marriott can send you a discount coupon for its online shop or credit additional nights into your account.
I don't know how MR sees the free night cert that can be chosen as a Choice 75 benefit. I think it would also require hotels to have award inventory available...
It does not necessarily mean that someone in a hotel needs to actively accept an incoming SNA.
All other Choice 50 and Choice 75 benefits can be delivered by Marriott. E.g. Marriott can send you a discount coupon for its online shop or credit additional nights into your account.
I don't know how MR sees the free night cert that can be chosen as a Choice 75 benefit. I think it would also require hotels to have award inventory available...
Feb 21, 2019, 9:54 am
#769
Join Date: Oct 2009
Posts: 502
Come on. If you believe that I have some ocean front property in idaho to sell you. You may be overlooking the fact that SNAs require the hotel to be running two specific tools / pieces of software for SNAs. Up until this point lurkers have confirmed many times that the Starwood SNA process was done above the property and they did not need any involvement. This would appear to be a stark change to way this is handled.
Feb 22, 2019, 12:31 am
#770
Join Date: Apr 2009
Posts: 298
were you able to type the bolded part with a straight face? Come on. If you believe that I have some ocean front property in idaho to sell you. You may be overlooking the fact that SNAs require the hotel to be running two specific tools / pieces of software for SNAs. Up until this point lurkers have confirmed many times that the Starwood SNA process was done above the property and they did not need any involvement. This would appear to be a stark change to way this is handled.
Come on. If you believe that I have some ocean front property in idaho to sell you. You may be overlooking the fact that SNAs require the hotel to be running two specific tools / pieces of software for SNAs. Up until this point lurkers have confirmed many times that the Starwood SNA process was done above the property and they did not need any involvement. This would appear to be a stark change to way this is handled.
Feb 22, 2019, 6:17 pm
#771
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
As reported upthread, we just had a reservation disappear from my wife's account right after she got a notification on her phone that the SNA's had just cleared on an upcoming reservation. MR agent was unable to find the reservation, but passed her off to the Ambassador team, who was able to get the hotel to send her an email confirming the reservation and upgrade. Unlike some of the upthread reports, this confirmation stated the room had been upgraded to a suite, which was the only option we selected when applying the SNA's.
Feb 23, 2019, 9:29 am
#772
Join Date: Dec 2000
Location: HKG
Programs: AA 3MM EXP, SQ Solitaire, LH SEN, CX DM, Hyatt CC, Marriott LT Titanium
Posts: 3,179
I'm curious if once a SNA is confirmed, are you essentially locked into that room category? Or would it be possible to get upgraded further if other better suites are available at check in?
Feb 23, 2019, 8:03 pm
#773
Join Date: Feb 2019
Posts: 2
Suite Night Upgrade confirmed then downgraded at arrival
Just curious if anyone else has experienced requesting an upgrade using a suite night certificate, receiving a confirmation email 4 days prior and seeing your room type change in the app all to arrive and be told no suites are available?
They didn’t even seem to understand as when I asked who will credit my suite night credit back, they said what? I further explained and they said they would reach out. I called the Titanium line after checking in, and the agent called the hotel and told me upgrades aren’t guaranteed and because it’s a busy weekend they didn’t have anything. I understand I used both points and a suite night certificate, but it’s really disappointing to arrive after getting a confirmation to be told “we’re sold out so a paying customer got your room” essentially. Also the agent on the phone tried to convince me a room on the club floor was an upgrade enough.
After complaining enough she offered 5,000 points for the inconvenience and basically better luck next time 😑
They didn’t even seem to understand as when I asked who will credit my suite night credit back, they said what? I further explained and they said they would reach out. I called the Titanium line after checking in, and the agent called the hotel and told me upgrades aren’t guaranteed and because it’s a busy weekend they didn’t have anything. I understand I used both points and a suite night certificate, but it’s really disappointing to arrive after getting a confirmation to be told “we’re sold out so a paying customer got your room” essentially. Also the agent on the phone tried to convince me a room on the club floor was an upgrade enough.
After complaining enough she offered 5,000 points for the inconvenience and basically better luck next time 😑
Feb 23, 2019, 8:11 pm
#774
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
I haven't used any yet-but the description says "confirmable". If they can just "un-confirm" them, what good are they?
A Suite Night Award is a one-night confirmable upgrade to a standard suite or select premium room, depending on the hotel’s availability of those rooms. The number of Suite Night Awards™ used must match the entire length of stay; it cannot be used for part of a stay (e.g., the first two nights of a five-night stay). Once you request to use your Suite Night Awards for a stay, we will check the upgrade availability starting five days prior to arrival and will keep checking every day until 2 p.m., local hotel time, one day prior to arrival. We will let you know either way if we are able to confirm the upgrade or not. If it is not available, we will return the Suite Night Awards to your Account
What is a Suite Night Award?
CloseA Suite Night Award is a one-night confirmable upgrade to a standard suite or select premium room, depending on the hotel’s availability of those rooms. The number of Suite Night Awards™ used must match the entire length of stay; it cannot be used for part of a stay (e.g., the first two nights of a five-night stay). Once you request to use your Suite Night Awards for a stay, we will check the upgrade availability starting five days prior to arrival and will keep checking every day until 2 p.m., local hotel time, one day prior to arrival. We will let you know either way if we are able to confirm the upgrade or not. If it is not available, we will return the Suite Night Awards to your Account
Feb 23, 2019, 8:40 pm
#775
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
I haven't used any yet-but the description says "confirmable". If they can just "un-confirm" them, what good are they?
A Suite Night Award is a one-night confirmable upgrade to a standard suite or select premium room, depending on the hotel’s availability of those rooms. The number of Suite Night Awards™ used must match the entire length of stay; it cannot be used for part of a stay (e.g., the first two nights of a five-night stay). Once you request to use your Suite Night Awards for a stay, we will check the upgrade availability starting five days prior to arrival and will keep checking every day until 2 p.m., local hotel time, one day prior to arrival. We will let you know either way if we are able to confirm the upgrade or not. If it is not available, we will return the Suite Night Awards to your Account
What is a Suite Night Award?
CloseA Suite Night Award is a one-night confirmable upgrade to a standard suite or select premium room, depending on the hotel’s availability of those rooms. The number of Suite Night Awards™ used must match the entire length of stay; it cannot be used for part of a stay (e.g., the first two nights of a five-night stay). Once you request to use your Suite Night Awards for a stay, we will check the upgrade availability starting five days prior to arrival and will keep checking every day until 2 p.m., local hotel time, one day prior to arrival. We will let you know either way if we are able to confirm the upgrade or not. If it is not available, we will return the Suite Night Awards to your Account
They cant
Feb 23, 2019, 8:45 pm
#776
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
Just curious if anyone else has experienced requesting an upgrade using a suite night certificate, receiving a confirmation email 4 days prior and seeing your room type change in the app all to arrive and be told no suites are available?
They didn’t even seem to understand as when I asked who will credit my suite night credit back, they said what? I further explained and they said they would reach out. I called the Titanium line after checking in, and the agent called the hotel and told me upgrades aren’t guaranteed and because it’s a busy weekend they didn’t have anything. I understand I used both points and a suite night certificate, but it’s really disappointing to arrive after getting a confirmation to be told “we’re sold out so a paying customer got your room” essentially. Also the agent on the phone tried to convince me a room on the club floor was an upgrade enough.
After complaining enough she offered 5,000 points for the inconvenience and basically better luck next time 😑
They didn’t even seem to understand as when I asked who will credit my suite night credit back, they said what? I further explained and they said they would reach out. I called the Titanium line after checking in, and the agent called the hotel and told me upgrades aren’t guaranteed and because it’s a busy weekend they didn’t have anything. I understand I used both points and a suite night certificate, but it’s really disappointing to arrive after getting a confirmation to be told “we’re sold out so a paying customer got your room” essentially. Also the agent on the phone tried to convince me a room on the club floor was an upgrade enough.
After complaining enough she offered 5,000 points for the inconvenience and basically better luck next time 😑
Feb 24, 2019, 12:05 am
#777
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
There has been quite a bit of this going on lately and active discussion in two other SNA threads. The IT is broken and the properties know Marriott won't enforce the rules against them so it's the wild wild west.
lol, then how do explain St. Regis NYC pulling this on me last weekend? I did ultimately get the upgrade, but only with extreme persistence.
lol, then how do explain St. Regis NYC pulling this on me last weekend? I did ultimately get the upgrade, but only with extreme persistence.
Feb 24, 2019, 12:09 am
#778
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
Theoretically you can get a further upgrade, but I would be much more concerned about getting downgraded, since under Marriott, SNA upgrades are not guaranteed.
Feb 24, 2019, 12:15 am
#779
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,676
it happened to me once when suite nights were initially introduced but the lurkers here took care of the situation once i alerted them....i would suggest you do the same....
we have been told repeatedly by the lurkers that the properties have no control over the application of suite nights & the system is automated....so once a suite night is confirmed & the property cancels it then they have done so intentionally & must be reported....
we have been told repeatedly by the lurkers that the properties have no control over the application of suite nights & the system is automated....so once a suite night is confirmed & the property cancels it then they have done so intentionally & must be reported....
Feb 24, 2019, 12:24 am
#780
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
That is simply no longer true. The properties can downgrade to their hearts' content, without consequence.