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
Jun 18, 2019, 8:32 pm
#1126
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I’d also encourage you to advise your Ambassador...and pass along sincere concern that Marriott IT is screwing with a supposed established benefit of very elite members. This could become a problem. I don’t like to get over anxious but this is quite disconcerting.
Jun 18, 2019, 10:29 pm
#1127
Join Date: Sep 2012
Posts: 1,748
I don't know that screenshots will help at all, when the hotel(s) can unilaterally remove a class of suite from the SNA pool even if you've already requested for it. Even if you sent it to them they would just say "that was then; this is now".
What I do want to know is, are these removals from the SNA pool a policy change at the hotel? Meaning that it's a permanent change and removal of a certain tier of suite from the SNA pool? If so I suppose I would grudgingly accept that.
But if these removals are dynamic, and something the hotel can do whenever demand spikes, then it makes applying an SNA like trying to hit a moving target. This would not be acceptable and should not be tolerated.
What I do want to know is, are these removals from the SNA pool a policy change at the hotel? Meaning that it's a permanent change and removal of a certain tier of suite from the SNA pool? If so I suppose I would grudgingly accept that.
But if these removals are dynamic, and something the hotel can do whenever demand spikes, then it makes applying an SNA like trying to hit a moving target. This would not be acceptable and should not be tolerated.
Jun 18, 2019, 10:33 pm
#1128
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,399
Agreed. Screenshots did me no good at all at StR Bangkok.
Jun 19, 2019, 7:12 am
#1129
Join Date: Mar 2011
Location: dca
Programs: Delta Plat, United Silver, Marriott LT Titanium, HHonors Silver, Hertz PC
Posts: 337
Just checked and sure enough I had the "Unfortunately, availability has changed since your last request. The good news is that we still have great rooms for you. Please select your favorite ones below." error message as well.
Jun 21, 2019, 12:32 pm
#1130
Join Date: Jul 2001
Posts: 352
How long is the delay?
Is there a delay in SNAs posting to one's account? I hit 50 nights, selected the SNA as my benefit, and received an email stating: "Five Suite Night Awards™ have been deposited in your account." But these do not appear in my account!
Jun 21, 2019, 12:35 pm
#1131
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Log out and back in maybe. Give it a few days.
Jun 24, 2019, 10:13 am
#1133
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Hi guys, i have an upcoming stay this friday which i applied 1 SNA.
Hotel booking website showed no suites available and with 4 days to go my SNA hasnt cleared.
Would this be a clear indication that my SNA will most likely be rejected?
Hotel booking website showed no suites available and with 4 days to go my SNA hasnt cleared.
Would this be a clear indication that my SNA will most likely be rejected?
Jun 24, 2019, 10:34 am
#1134
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Nope. It’s still possible that it can go through and clear up to a full day before your arrival. Since most people can cancel up to 48-72 hrs in advance, sometimes SNAs don’t clear until a day or two before arrival. It all depends on the hotel occupancy and the availability of the selected rooms/suites.
Jun 24, 2019, 11:03 am
#1135
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,504
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.
Jun 24, 2019, 1:28 pm
#1136
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Jun 24, 2019, 3:58 pm
#1137
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
Hotel also may cancel your SNA request ahead of the "official" end of the auto searching process - there is a nonzero possibility there
Jun 27, 2019, 8:12 am
#1138
Join Date: Sep 2017
Posts: 85
Hey all - first time applying my SNAs, so apologize if this has already been covered.
When applying, the hotel I'm staying at has multiple suite types available. If I select 3 types, let's call them category A, B, and C in terms of quality, and all three are available, will they likely just give me category C? Or do they give best available? If I really want A and B, but would accept C, is it dumb to include category C as an option?
Thanks so much in advance.
When applying, the hotel I'm staying at has multiple suite types available. If I select 3 types, let's call them category A, B, and C in terms of quality, and all three are available, will they likely just give me category C? Or do they give best available? If I really want A and B, but would accept C, is it dumb to include category C as an option?
Thanks so much in advance.
Jul 1, 2019, 9:47 am
#1139
Join Date: Sep 2017
Posts: 85
Hey all - first time applying my SNAs, so apologize if this has already been covered.
When applying, the hotel I'm staying at has multiple suite types available. If I select 3 types, let's call them category A, B, and C in terms of quality, and all three are available, will they likely just give me category C? Or do they give best available? If I really want A and B, but would accept C, is it dumb to include category C as an option?
Thanks so much in advance.
When applying, the hotel I'm staying at has multiple suite types available. If I select 3 types, let's call them category A, B, and C in terms of quality, and all three are available, will they likely just give me category C? Or do they give best available? If I really want A and B, but would accept C, is it dumb to include category C as an option?
Thanks so much in advance.
Jul 1, 2019, 10:15 am
#1140
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
Under SPG the algorithm automatically took the best available room. Nobody really knows how it works in Marriott and I increasingly have a hunch that it’s done manually by the property - I don’t have a huge amount of faith in the best available promise...
