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
May 17, 2019, 9:04 am
#1051
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
May 18, 2019, 8:08 am
#1052
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
We have a Club 91 level room reserved at the JW Cancun later this month. Was looking at the SNA rooms available. Several interested me-but didn't show Club. So, I called Marriott and was told that if they moved me to a non-club suite, I'd lose Club access. That totally sucks. I didnt do the SNA's.
May 18, 2019, 10:14 am
#1053
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
May 20, 2019, 8:38 am
#1054
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
We have a Club 91 level room reserved at the JW Cancun later this month. Was looking at the SNA rooms available. Several interested me-but didn't show Club. So, I called Marriott and was told that if they moved me to a non-club suite, I'd lose Club access. That totally sucks. I didnt do the SNA's.
May 20, 2019, 8:41 am
#1055
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
Legacy Marriott brands continue not to offer club access at resort properties, I believe. If this were a "hotel" not a resort or a legacy SPG brand resort, then yes either Plat or Titanium would guarantee lounge access.
May 20, 2019, 9:23 am
#1056
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
Guaranteed Lounge Access. The Member plus one guest staying in the same room receives access to the Concierge/Executive/Club/Signature Club/M Club lounge (collectively, “Lounge” or “Lounge Access”) during normal hours of operations at JW Marriott, Marriott Hotels, Sheraton, Delta Hotels, Le Méridien, Westin, Autograph Collection, and Renaissance Hotels.
May 20, 2019, 9:27 am
#1057
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 will fix that-I am Titanium, but this is a different type of lounge. It is only paid access and not accessible via elite level. its actually a Club-like Griffin Club (similar to RC Club)
May 20, 2019, 11:03 am
#1058
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
JW Marriott, Marriott Hotels, Delta Hotels, Autograph Collection, Renaissance Hotels
(Resorts excluded)
(Resorts excluded)
Also stated clearly here that resorts are excluded at legacy Marriott brands: https://www.marriott.com/loyalty/mem...s/guarantee.mi
May 20, 2019, 11:25 am
#1059
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
Section 4.3.c.iv.C of the T&Cs -- table titled "Guaranteed Lounge Access" just down from where you copied your quote -- is clear about this:
That should probably be more clear in the block of text you copied from, but in any case it's the policy. (The use of "Marriott Hotels," "Renaissance Hotels", and "Delta Hotels" is meant to imply "as opposed to Resorts for those brands", but they seem to have missed that designation for JWM.)
That should probably be more clear in the block of text you copied from, but in any case it's the policy. (The use of "Marriott Hotels," "Renaissance Hotels", and "Delta Hotels" is meant to imply "as opposed to Resorts for those brands", but they seem to have missed that designation for JWM.)
May 20, 2019, 8:09 pm
#1060
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
I really hate properties who sneak around the spirit of the program, even if they are technically within their rights to do so. It's just bad business.
May 24, 2019, 7:22 am
#1062
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
So - enhancement or just craptastic Marriott IT?
Have SNAs applied to a "nice hotel in Italy", let's say, next week (note to certain posters calling me a hypocrite: burning off points/SNAs, thanks, not helping). Just got a flat out rejection notice, that they were returned to my account right at the 5 day mark. Hotel does seem to be sold out of suites, but at the same time, 2-3 days out is when they often get cancelled out.
What ever happened to "we'll keep trying until one day out"? Did that go by the wayside with all the other downgrades/anti-enhancements moving to Marriott IT?
Have SNAs applied to a "nice hotel in Italy", let's say, next week (note to certain posters calling me a hypocrite: burning off points/SNAs, thanks, not helping). Just got a flat out rejection notice, that they were returned to my account right at the 5 day mark. Hotel does seem to be sold out of suites, but at the same time, 2-3 days out is when they often get cancelled out.
What ever happened to "we'll keep trying until one day out"? Did that go by the wayside with all the other downgrades/anti-enhancements moving to Marriott IT?
May 24, 2019, 7:51 am
#1063
Join Date: Dec 2007
Location: SFO
Posts: 4,914
So - enhancement or just craptastic Marriott IT?
Have SNAs applied to a "nice hotel in Italy", let's say, next week (note to certain posters calling me a hypocrite: burning off points/SNAs, thanks, not helping). Just got a flat out rejection notice, that they were returned to my account right at the 5 day mark. Hotel does seem to be sold out of suites, but at the same time, 2-3 days out is when they often get cancelled out.
What ever happened to "we'll keep trying until one day out"? Did that go by the wayside with all the other downgrades/anti-enhancements moving to Marriott IT?
Have SNAs applied to a "nice hotel in Italy", let's say, next week (note to certain posters calling me a hypocrite: burning off points/SNAs, thanks, not helping). Just got a flat out rejection notice, that they were returned to my account right at the 5 day mark. Hotel does seem to be sold out of suites, but at the same time, 2-3 days out is when they often get cancelled out.
What ever happened to "we'll keep trying until one day out"? Did that go by the wayside with all the other downgrades/anti-enhancements moving to Marriott IT?
and gives Arne more excuse for noise around the edge.present and accounted for as one of your “certain posters”.
May 24, 2019, 8:01 am
#1064
Join Date: Dec 2007
Location: SFO
Posts: 4,914
So - enhancement or just craptastic Marriott IT?
Have SNAs applied to a "nice hotel in Italy", let's say, next week (note to certain posters calling me a hypocrite: burning off points/SNAs, thanks, not helping). Just got a flat out rejection notice, that they were returned to my account right at the 5 day mark. Hotel does seem to be sold out of suites, but at the same time, 2-3 days out is when they often get cancelled out.
What ever happened to "we'll keep trying until one day out"? Did that go by the wayside with all the other downgrades/anti-enhancements moving to Marriott IT?
Have SNAs applied to a "nice hotel in Italy", let's say, next week (note to certain posters calling me a hypocrite: burning off points/SNAs, thanks, not helping). Just got a flat out rejection notice, that they were returned to my account right at the 5 day mark. Hotel does seem to be sold out of suites, but at the same time, 2-3 days out is when they often get cancelled out.
What ever happened to "we'll keep trying until one day out"? Did that go by the wayside with all the other downgrades/anti-enhancements moving to Marriott IT?
May 24, 2019, 9:41 am
#1065
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
Anyone else w/ any actual legitimate insight into this issue? Is it truly "if at 5 days no availability, then cancel and return", or is this just a one-off? Former would definitely be a downgrade (but not surprising if so).