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
Apr 4, 2019, 5:10 pm
#961
Join Date: Jan 2013
Location: BOS
Programs: AA EXP, DL PM, Hyatt Diamond
Posts: 2,028
@Kacee, looks like I am about to go through the same saga as you did with the StR NY. Got an email today my SNAs cleared for my 5 night stay coming up on 4/4, but the reservation disappeared. I called the hotel and they confirmed that the SNA did clear, but couldn’t tell me what room category. They also said that I chose to have my SNA work on suites and premium rooms, which is certainly not true. I asked for them to send me a confirmation email, but its been 4 hours and I’ve gotten nothing. Here we go...
Apr 4, 2019, 6:21 pm
#962
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Apr 4, 2019, 8:10 pm
#963
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
Been trying to use my SNA's for an upcoming stay in Palm Desert at the JW Marriott. Hotel tells me they have a number of suites available and I have checked off multiple suites. I am scheduled to arrive on Saturday and nothing has cleared. Called Marriott Res and they cannot explain the inventory. I called the hotel and they said they are at the mercy of the computer. Bottom line, I don't think I will get my upgrade and then folks will get upgraded at check-in without SNA's... how does this create any sense of fairness? Using my awards has just been a miserable experience. Not to mention my room keeps showing 8 guests instead of 4. No one can explain why. They cancelled and rebooked and same problem. Just stinks.
Apr 5, 2019, 4:44 am
#964
Join Date: Aug 2015
Programs: AA PLT PRO, Hilton Diamond, Marriott Plt. Premier
Posts: 587
Tried to use 5 SNAs at the Sheraton SLC this week, I only checked the box beside the Chairmans suite, I get to the hotel and they tell me that room is sold out and they have me in some other suite, no thanks. Now I have to go through support to get my SNAs back ugggh
Apr 5, 2019, 8:34 am
#966
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,413
Apr 6, 2019, 3:20 am
#968
Join Date: Dec 2011
Posts: 284
Thanks. I just emailed you on the info required.
Apr 6, 2019, 9:09 am
#969
Join Date: Aug 2015
Programs: AA PLT PRO, Hilton Diamond, Marriott Plt. Premier
Posts: 587
The hotel told me to write in they could not do it they said, she seemed surprised I was able to choose what type of upgrade I wanted. I was told I was upgraded to a deluxe room on the Club floor, I told her I am a Titatium member why would I use a SNA on that ? I should get that for free.
Apr 7, 2019, 3:48 pm
#970
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
On a positive note, SNA’s are not completely broken. I used an SNA at the Marriott Momi Bay in Fiji to go from a basic room in a block to an overwater “bure”. It’s like an entirely different hotel and the process went smoothly with my reservation showing up as an Overwater bungalow on check-in.
In terms of how improved the room is, this could be the best use of SNA’s I’ve yet found in the system (things like Gritti Palace base rooms are hardly terrible even if the suite is even grander).
In terms of how improved the room is, this could be the best use of SNA’s I’ve yet found in the system (things like Gritti Palace base rooms are hardly terrible even if the suite is even grander).
Apr 7, 2019, 4:10 pm
#971
Join Date: Sep 2012
Posts: 625
SNA also worked properly with a stay at the Sydney Marriott at Circular Quay. We had the base room reserved, put in for a Suite with Opera House view, and received it on opening of the SNA period It stuck all the way through and we received the proper room on check-in.
Apr 7, 2019, 4:21 pm
#972
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
On a positive note, SNA’s are not completely broken. I used an SNA at the Marriott Momi Bay in Fiji to go from a basic room in a block to an overwater “bure”. It’s like an entirely different hotel and the process went smoothly with my reservation showing up as an Overwater bungalow on check-in.
In terms of how improved the room is, this could be the best use of SNA’s I’ve yet found in the system (things like Gritti Palace base rooms are hardly terrible even if the suite is even grander).
In terms of how improved the room is, this could be the best use of SNA’s I’ve yet found in the system (things like Gritti Palace base rooms are hardly terrible even if the suite is even grander).
Apr 7, 2019, 4:54 pm
#973
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
Apr 7, 2019, 5:00 pm
#974
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,802
The SNA workaround is still working as per today.
Apply 2 SNA for a stay at JW Singapore in June.
Selecting Premier Marina Bay Suite only.
Great if it successful, but I dont really care if its not
Apply 2 SNA for a stay at JW Singapore in June.
Selecting Premier Marina Bay Suite only.
Great if it successful, but I dont really care if its not
Apr 7, 2019, 6:37 pm
#975
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,160
Is there an 'SNA Sweep' at a certain time daily or does it run multiple times per day? Just wondering if anyone knows if there is a certain time when the system checks and processes/upgrades those on the SNA waitlist.
