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
Mar 12, 2019, 8:06 am
#871
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
It took several hours to go through but it did arrive and it shows me in a suite with the notation "(SUITE NIGHT AWARD GUARANTEED)" next to the room type. I fully expect that I'm going to get Bonvoyed with a downgrade at check-in but I'm hoping that having this confirmation in hand will help get things resolved at that time.
Mar 12, 2019, 9:56 am
#872
Join Date: Aug 2018
Location: Chicago
Posts: 318
Has anyone been able to get their suite nights back after they were applied to a property that left the Marriott brand?
I had attached 7 SNAs to a stay I have next month at the St. Regis Princeville. The hotel left the Marriott brand a couple of months ago, and I haven't been able to get my SNAs back. Looking back, I realize that I should have detached the SNAs before the property left the brand, but I didn't think of this ahead of time.
I've been following up w/ my ambassador once a month with no avail. Any similar experiences or suggestions? I have some upcoming reservations for which I'd really like to use the SNAs.
I had attached 7 SNAs to a stay I have next month at the St. Regis Princeville. The hotel left the Marriott brand a couple of months ago, and I haven't been able to get my SNAs back. Looking back, I realize that I should have detached the SNAs before the property left the brand, but I didn't think of this ahead of time.
I've been following up w/ my ambassador once a month with no avail. Any similar experiences or suggestions? I have some upcoming reservations for which I'd really like to use the SNAs.
Mar 12, 2019, 10:05 am
#873
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Has anyone been able to get their suite nights back after they were applied to a property that left the Marriott brand?
I had attached 7 SNAs to a stay I have next month at the St. Regis Princeville. The hotel left the Marriott brand a couple of months ago, and I haven't been able to get my SNAs back. Looking back, I realize that I should have detached the SNAs before the property left the brand, but I didn't think of this ahead of time.
I've been following up w/ my ambassador once a month with no avail. Any similar experiences or suggestions? I have some upcoming reservations for which I'd really like to use the SNAs.
I had attached 7 SNAs to a stay I have next month at the St. Regis Princeville. The hotel left the Marriott brand a couple of months ago, and I haven't been able to get my SNAs back. Looking back, I realize that I should have detached the SNAs before the property left the brand, but I didn't think of this ahead of time.
I've been following up w/ my ambassador once a month with no avail. Any similar experiences or suggestions? I have some upcoming reservations for which I'd really like to use the SNAs.
You might pm the lurkers for help with this.
Mar 15, 2019, 7:38 am
#874
Join Date: Dec 2012
Location: Palm Springs & Buenos Aires
Posts: 125
Can’t use my SNA’s. Lurker please help
I have 8 SNA’s remaining. Tried to use 5 at Hotel Imperial Vienna. Each time I tried I received 2 emails immediately. One said that my SNA’s were received, the other thank me for cancelling my SNA’s. Nothing was taken out of my account. Tried this at least 5 times. Calll Marriott. They tried. Same thing. Although first they tried to give me a bull answer that the hotel was full and suites may not be available. I explained to the Marriott “expert” that SNA’s didn’t work like that, especially when the website asked if I wanted to use SNA’s and allowed me to check off which suites I was interested in. . She finally created a case. After 10 days no response from Marriott. Called again. Went thru same thing. Told me case was sent to wrong dept. still no word after a week. In meantime, I saw that Bristol Hotel in Vienna had decreased in points. Cancelled Imperial and Booked the Bristol. Tried to book SNA’s. Checked off the suites that interested me. SAME THING. Called again. Had to go thru same story. Rep didn’t know who to call, etc. Obviously a problem with my account. New case created. 5 business days later. Still no response. And I am calling the supposedly Platinum or Titanium number.
Mar 15, 2019, 8:59 am
#875
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
Mar 15, 2019, 11:29 am
#877
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Mar 15, 2019, 2:05 pm
#878
Join Date: Feb 2019
Posts: 35
Titanium (2019)
Lifetime Platinum
Just finished my 5 night stay using points and 5 SNAs at The Dolphin at Disney World. 3 days ahead of my reservation, I noticed that they "upgraded" me from a 2 Double/No View to a 2 Double/Fireworks view. A couple of hours later, they upgraded me to a King Junior Suite with a Queen sofabed. I took a screenshot. A few hours later they downgraded me back to the 2 Double/Fireworks. Rather than checking in through the app, I decided to fight for the promised upgrade at the desk. At first the desk agent said there was nothing she could do and then she disappeared for 10 min. When she came back, she said there was still nothing she could do. I presented the screenshot. She borrowed my phone and disappeared for another 15 minutes. When she finally came back, she agreed to honor the upgrade.
Lesson: Document everything.
Lifetime Platinum
Just finished my 5 night stay using points and 5 SNAs at The Dolphin at Disney World. 3 days ahead of my reservation, I noticed that they "upgraded" me from a 2 Double/No View to a 2 Double/Fireworks view. A couple of hours later, they upgraded me to a King Junior Suite with a Queen sofabed. I took a screenshot. A few hours later they downgraded me back to the 2 Double/Fireworks. Rather than checking in through the app, I decided to fight for the promised upgrade at the desk. At first the desk agent said there was nothing she could do and then she disappeared for 10 min. When she came back, she said there was still nothing she could do. I presented the screenshot. She borrowed my phone and disappeared for another 15 minutes. When she finally came back, she agreed to honor the upgrade.
Lesson: Document everything.
Mar 15, 2019, 2:48 pm
#880
Join Date: Jun 2007
Location: Seattle, WA
Programs: DL PM, AS MVP75k, Marriott Titanium
Posts: 50
I have 8 SNA’s remaining. Tried to use 5 at Hotel Imperial Vienna. Each time I tried I received 2 emails immediately. One said that my SNA’s were received, the other thank me for cancelling my SNA’s. Nothing was taken out of my account. Tried this at least 5 times. Calll Marriott. They tried. Same thing. Although first they tried to give me a bull answer that the hotel was full and suites may not be available. I explained to the Marriott “expert” that SNA’s didn’t work like that, especially when the website asked if I wanted to use SNA’s and allowed me to check off which suites I was interested in. . She finally created a case. After 10 days no response from Marriott. Called again. Went thru same thing. Told me case was sent to wrong dept. still no word after a week. In meantime, I saw that Bristol Hotel in Vienna had decreased in points. Cancelled Imperial and Booked the Bristol. Tried to book SNA’s. Checked off the suites that interested me. SAME THING. Called again. Had to go thru same story. Rep didn’t know who to call, etc. Obviously a problem with my account. New case created. 5 business days later. Still no response. And I am calling the supposedly Platinum or Titanium number.
Since then I was able to apply SNAs to an upcoming reservation at an Autograph Collection hotel. Needless to say though, it's been a very frustrating experience.
Mar 15, 2019, 3:26 pm
#881
Join Date: Oct 2009
Posts: 502
Titanium (2019)
Lifetime Platinum
Just finished my 5 night stay using points and 5 SNAs at The Dolphin at Disney World. 3 days ahead of my reservation, I noticed that they "upgraded" me from a 2 Double/No View to a 2 Double/Fireworks view. A couple of hours later, they upgraded me to a King Junior Suite with a Queen sofabed. I took a screenshot. A few hours later they downgraded me back to the 2 Double/Fireworks. Rather than checking in through the app, I decided to fight for the promised upgrade at the desk. At first the desk agent said there was nothing she could do and then she disappeared for 10 min. When she came back, she said there was still nothing she could do. I presented the screenshot. She borrowed my phone and disappeared for another 15 minutes. When she finally came back, she agreed to honor the upgrade.
Lesson: Document everything.
Lifetime Platinum
Just finished my 5 night stay using points and 5 SNAs at The Dolphin at Disney World. 3 days ahead of my reservation, I noticed that they "upgraded" me from a 2 Double/No View to a 2 Double/Fireworks view. A couple of hours later, they upgraded me to a King Junior Suite with a Queen sofabed. I took a screenshot. A few hours later they downgraded me back to the 2 Double/Fireworks. Rather than checking in through the app, I decided to fight for the promised upgrade at the desk. At first the desk agent said there was nothing she could do and then she disappeared for 10 min. When she came back, she said there was still nothing she could do. I presented the screenshot. She borrowed my phone and disappeared for another 15 minutes. When she finally came back, she agreed to honor the upgrade.
Lesson: Document everything.
Mar 15, 2019, 7:49 pm
#882
Join Date: Oct 2015
Programs: AA: EXP, 1MM Marriott: Ambassador, LTT
Posts: 407
Just to add my recent SNA experience. I am an Ambassador elite and I applied SNAs to a 3 night prepaid stay at the Excelsior Hotel Gallia Milan using the IT workaround posted above (thank @EuropeanPete !!). At 5 days out my SNAs cleared and I was assigned a Signature Suite, the highest category suite that hotel offers via SNAs . I did mobile check-in as soon as it was offered and still had the same SIgnature Suite assigned. However when I checked-in I was actually assigned an Atelier Suite, which is the second highest level suite they offer.
Now I actually was hoping to get an Atelier Suite as it seemed like I would like their layout/.decor better so I was pleased that I got downgraded at check-in, however I think this experience (as well as many of the other bait-and-switch experiences posted above) underscores the importance of taking a screenshot of any SNA upgrade you get as soon as you get it as there do appear to be a lot of surprise SNA downgrades given at check-in.
FWIW, the Excelsior Hotel Gallia Atelier Suite was great as was the hotel itself and I feel like I got some great value for my SNAs. I recommend the hotel if you find yourself traveling to Milan and looking to use some SNAs!
Now I actually was hoping to get an Atelier Suite as it seemed like I would like their layout/.decor better so I was pleased that I got downgraded at check-in, however I think this experience (as well as many of the other bait-and-switch experiences posted above) underscores the importance of taking a screenshot of any SNA upgrade you get as soon as you get it as there do appear to be a lot of surprise SNA downgrades given at check-in.
FWIW, the Excelsior Hotel Gallia Atelier Suite was great as was the hotel itself and I feel like I got some great value for my SNAs. I recommend the hotel if you find yourself traveling to Milan and looking to use some SNAs!
Mar 16, 2019, 9:39 am
#883
Join Date: Feb 2019
Posts: 35
Because of the SNAs. I typically get nothing for being Titanium other than the cursory, "thanks for your loyalty, we've upgraded you to a nice room overlooking the quiet part of the parking lot".
Mar 16, 2019, 10:12 am
#884
Join Date: Aug 2006
Location: Hold it down for The Bay, reppin' Oakland
Programs: Lowly UA silver, Marriott Ambassador/Tit4Lyf, IHG Plat
Posts: 1,763
I successfully applied SNAs to a 5 night stay at the Moxy London Stratford. I usually stay at more upscale properties in London, but I was leading a student trip and needed to keep costs low.
My upgrade was confirmed two days prior to check in. I was upgraded from the lowest category/cheapest queen to a family room twice its size that included a sofa sleeper. Though it's not a swanky room (nothing at the Moxy is), the basic rooms there are quite small, so the added space made the five night stay much more livable.
Most of the other rooms I had booked were already family rooms, but I did have one other basic queen booked on points for another chaperone. That room, booked with my account number, was also upgraded to a much larger room, but without the sofa sleeper. I would have been happy with that room for my upgrade (as I was just eager for more space), but it was not one of the options on the SNA form.
It looks likely that I would have received an upgrade w/out burning these SNAs, but I am still happy with how everything turned out.
My upgrade was confirmed two days prior to check in. I was upgraded from the lowest category/cheapest queen to a family room twice its size that included a sofa sleeper. Though it's not a swanky room (nothing at the Moxy is), the basic rooms there are quite small, so the added space made the five night stay much more livable.
Most of the other rooms I had booked were already family rooms, but I did have one other basic queen booked on points for another chaperone. That room, booked with my account number, was also upgraded to a much larger room, but without the sofa sleeper. I would have been happy with that room for my upgrade (as I was just eager for more space), but it was not one of the options on the SNA form.
It looks likely that I would have received an upgrade w/out burning these SNAs, but I am still happy with how everything turned out.
Mar 16, 2019, 2:35 pm
#885
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
Just to add my recent SNA experience. I am an Ambassador elite and I applied SNAs to a 3 night prepaid stay at the Excelsior Hotel Gallia Milan using the IT workaround posted above (thank @EuropeanPete !!).
