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 24, 2019, 3:09 pm
#1066
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
And you cant check online for suite availability. Check the wiki for the Lurker quote in red.
May 24, 2019, 3:47 pm
#1067
Join Date: Oct 2009
Posts: 502
that's only if the system is still the one doing the checking and not someone at property level handling these now like some marriott text seems to indicate. i have had SNA redemption go both ways, quickly declined at the 5 day mark or checking each day as it used to do.
May 24, 2019, 4:51 pm
#1068
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,420
May 24, 2019, 4:58 pm
#1069
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
May 24, 2019, 6:14 pm
#1070
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
Here's the language from my note from Marriott:
WE'RE SORRY
Despite our best efforts, we were unable to confirm your Suite Night Awards™ request for your upcoming reservation.
We're sorry we couldn't fulfill your request at this time. Please keep in mind that based upon availability, Marriott Bonvoy™ Platinum Elite, Titanium Elite and Ambassador Elite members may receive an upgraded room upon check-in as a benefit of their Elite status — without using any Suite Night Award(s).
And the mis-information from my Ambassador:
I understand your frustration with your suite night awards not being granted. You are correct in that the system does begin looking for the best available upgrades 5 days prior to arrival. Due to the high occupancy at the property, there are not any suite upgrades available which is why the certificates were returned to you. You could still be upgraded upon arrival, based upon availability, with out using your suite night awards.
Marriott can't even seem to keep to their own stated processes. Basically the equivalent of UA cancelling a RPU request at T-96 if not confirmable, and not letting it go to the gate with the higher property, so to speak. Quite poor form
WE'RE SORRY
Despite our best efforts, we were unable to confirm your Suite Night Awards™ request for your upcoming reservation.
We're sorry we couldn't fulfill your request at this time. Please keep in mind that based upon availability, Marriott Bonvoy™ Platinum Elite, Titanium Elite and Ambassador Elite members may receive an upgraded room upon check-in as a benefit of their Elite status — without using any Suite Night Award(s).
And the mis-information from my Ambassador:
I understand your frustration with your suite night awards not being granted. You are correct in that the system does begin looking for the best available upgrades 5 days prior to arrival. Due to the high occupancy at the property, there are not any suite upgrades available which is why the certificates were returned to you. You could still be upgraded upon arrival, based upon availability, with out using your suite night awards.
Marriott can't even seem to keep to their own stated processes. Basically the equivalent of UA cancelling a RPU request at T-96 if not confirmable, and not letting it go to the gate with the higher property, so to speak. Quite poor form
May 24, 2019, 9:08 pm
#1072
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
Always smart to bury your head in the sand when a company starts to change consumer-facing processes for the worse and not tell you ^ lol
May 28, 2019, 8:18 am
#1075
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,420
May 28, 2019, 8:33 am
#1076
Join Date: Dec 2007
Location: SFO
Posts: 4,911
thanks. It has been a while since it cleared so far in advance. The property appears to upgrade elite members upon arrival but since traveling with family, decided to use SNA.
May 28, 2019, 9:03 am
#1077
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
This year is my first experience with SNA's. So far I am 0 for 2.
Requested for a 1 night stay at St. Regis New York for May 11. Did not get it but did get a Titanium upgrade.
Requested for a 2 night stay at the Renaissance Washington DC Downtown for May 25-26. Did not get it and did not get any upgrade at check in.
So far, not so great. I am trying to use these for leisure rather than business stays, I wonder if I will end up with these unused at the end of the year.
Requested for a 1 night stay at St. Regis New York for May 11. Did not get it but did get a Titanium upgrade.
Requested for a 2 night stay at the Renaissance Washington DC Downtown for May 25-26. Did not get it and did not get any upgrade at check in.
So far, not so great. I am trying to use these for leisure rather than business stays, I wonder if I will end up with these unused at the end of the year.
May 28, 2019, 9:54 am
#1078
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,804
The confirmarion emails did not contain which room I am upgraded into.
The room type on the apps updated almost straight away.
As usual, the apps might need some time to get updated.
Have you try checking the website directly ?
May 28, 2019, 10:05 am
#1079
Join Date: Dec 2007
Location: SFO
Posts: 4,911
I did get mine approved 5 days out for a stay on 2/6-4/6
The confirmarion emails did not contain which room I am upgraded into.
The room type on the apps updated almost straight away.
As usual, the apps might need some time to get updated.
Have you try checking the website directly ?
The confirmarion emails did not contain which room I am upgraded into.
The room type on the apps updated almost straight away.
As usual, the apps might need some time to get updated.
Have you try checking the website directly ?
May 28, 2019, 1:00 pm
#1080
Join Date: May 2019
Programs: Bonvoy, UA
Posts: 2
After weeks of not having my SNA's stick to my reservation, I finally called the help desk for a second time and got it to work!
The call started off as usual with the rep trying to apply and seeing it kick back, so she talked to a supervisor. The supervisor came back and said the hotel wasn't participating in SNA so that's why it wasn't working. Lucky for me I have an email from the hotel confirming that they do participate so I asked her to speak with another supervisor.
She was finally able to apply the SNA and told me that the reason it wasn't working was that my zip code was not included in the reservation. I honestly have no clue why that should cause so many issues, but once she added my zip the SNA could be applied. If you are having issues, try calling and ask if a zip code is present on your reservation.
The call started off as usual with the rep trying to apply and seeing it kick back, so she talked to a supervisor. The supervisor came back and said the hotel wasn't participating in SNA so that's why it wasn't working. Lucky for me I have an email from the hotel confirming that they do participate so I asked her to speak with another supervisor.
She was finally able to apply the SNA and told me that the reason it wasn't working was that my zip code was not included in the reservation. I honestly have no clue why that should cause so many issues, but once she added my zip the SNA could be applied. If you are having issues, try calling and ask if a zip code is present on your reservation.