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 7, 2019, 8:16 pm
#976
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
Apr 9, 2019, 8:32 am
#977
Join Date: Oct 2015
Location: Boston MA
Programs: UA 1K, Marriott T, HH D, IHG SA.
Posts: 150
Applied 5 SNA to 7 nights stay?
Dear all,
I booked a 7-night stay by using the travel package in Hawaii, and I want to apply the 5 Suite Night Awards I have now, is this possible? maybe first 5 nights in a suite then standard room for 2 nights? or pay the extra for the last 2 nights so that stay in a suite for the whole 7 nights? In other words, is that possible to let the hotel collect my SNAs directly without applying them through the reservation (apparently the system doesn't allow)?
If so, should I contact their manager to see the options since I have stayed there before?
Many thanks!
I booked a 7-night stay by using the travel package in Hawaii, and I want to apply the 5 Suite Night Awards I have now, is this possible? maybe first 5 nights in a suite then standard room for 2 nights? or pay the extra for the last 2 nights so that stay in a suite for the whole 7 nights? In other words, is that possible to let the hotel collect my SNAs directly without applying them through the reservation (apparently the system doesn't allow)?
If so, should I contact their manager to see the options since I have stayed there before?
Many thanks!
Apr 9, 2019, 8:38 am
#978
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
No. SNA can only be processed by Marriott system. Property cannot apply SNAs directly.
Apr 9, 2019, 11:45 am
#979
Join Date: Jan 2008
Location: Plum Nelly
Programs: Marriott Bonvoy, Delta Sky Miles, and S&H Green Stamps
Posts: 636
My SNA worked great on a recent stay at the W Hotel Atlanta Downtown. Got approval 5 days out for a very large "Cool Corner" room. Nice hotel is an easy off and onto I-75/85.
Apr 9, 2019, 1:33 pm
#982
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
Apr 9, 2019, 7:35 pm
#985
Join Date: Jun 2018
Programs: SPG
Posts: 6
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.
Apr 11, 2019, 1:50 am
#986
Join Date: Apr 2009
Posts: 298
I got bonvoyed using an SNA.
Here's what happened: Booked a hotel on points and added an SNA for the President's suite. the hotel had a number of suites to choose from and I wanted to gamble on getting this one suite. A couple of weeks later, my second dummy booking showed, that the hotel had taken the President's suite and other true premium suites off the SNA selection menu. That was fine by me since I thought that this may increase my chances.
In the meantime, I received an uprgade to a lower category suite which seems to be standard procedure at the hotel as my dummy booking got upgraded as well. Nice enough.
So on the first day of SNA checks, I was informed that my upgrade was confirmed. Yeah I thought, but it was not to the President's suite. My SNA got approved for the suite I was given anyway. Are you kidding me?
I can't cancel the reservation now as the hotel is fully booked. It seems that I have just wasted an SNA.
Any recommendations?
Here's what happened: Booked a hotel on points and added an SNA for the President's suite. the hotel had a number of suites to choose from and I wanted to gamble on getting this one suite. A couple of weeks later, my second dummy booking showed, that the hotel had taken the President's suite and other true premium suites off the SNA selection menu. That was fine by me since I thought that this may increase my chances.
In the meantime, I received an uprgade to a lower category suite which seems to be standard procedure at the hotel as my dummy booking got upgraded as well. Nice enough.
So on the first day of SNA checks, I was informed that my upgrade was confirmed. Yeah I thought, but it was not to the President's suite. My SNA got approved for the suite I was given anyway. Are you kidding me?
I can't cancel the reservation now as the hotel is fully booked. It seems that I have just wasted an SNA.
Any recommendations?
Apr 11, 2019, 2:31 am
#987
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
Ask for your SNA back, but Marriott might demand proof of which suite you selected which unless you took a screenshot could be tricky.
Apr 11, 2019, 4:49 am
#989
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678