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
Jul 10, 2019, 4:45 am
#1157
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
This is an email from my Ambassador when I reached out to her since I can't apply an SNA
"I noticed that your booking at XXX Hotel from July 26 to July 28, 2019 was booked under the prepaid rate. I would like to share that Suite Night Awards cannot be applied to the prepaid rate booking"
Whaaat? Is this a new rule? Never had this problem before.
I am just glad I am a lifetime Titanium and don't have to bother with chasing nights anymore.
"I noticed that your booking at XXX Hotel from July 26 to July 28, 2019 was booked under the prepaid rate. I would like to share that Suite Night Awards cannot be applied to the prepaid rate booking"
Whaaat? Is this a new rule? Never had this problem before.
I am just glad I am a lifetime Titanium and don't have to bother with chasing nights anymore.
As European Pete said, he found a work around months ago to outsmart Marriott’s craptacular IT, which has been confirmed to work my many FTers.
Jul 10, 2019, 4:54 am
#1158
Join Date: Apr 2010
Posts: 28
This is an email from my Ambassador when I reached out to her since I can't apply an SNA
"I noticed that your booking at XXX Hotel from July 26 to July 28, 2019 was booked under the prepaid rate. I would like to share that Suite Night Awards cannot be applied to the prepaid rate booking"
Whaaat? Is this a new rule? Never had this problem before.
I am just glad I am a lifetime Titanium and don't have to bother with chasing nights anymore.
"I noticed that your booking at XXX Hotel from July 26 to July 28, 2019 was booked under the prepaid rate. I would like to share that Suite Night Awards cannot be applied to the prepaid rate booking"
Whaaat? Is this a new rule? Never had this problem before.
I am just glad I am a lifetime Titanium and don't have to bother with chasing nights anymore.
Jul 10, 2019, 7:01 pm
#1159
Join Date: Jun 2008
Posts: 834
[QUOTE=Marriott Bonvoy Lurker;31263408]SPG's system would confirm the highest category suite available once the run began. We have no idea if that is still the case or not, but inquiries are being made and if we get an answer, we will come back to update the thread
Last edited by northsideguy; Jul 11, 2019 at 3:45 am
Jul 11, 2019, 4:51 am
#1162
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
Jul 11, 2019, 7:49 am
#1163
Join Date: Jul 2009
Location: EWR
Programs: UA Gold, Marriott Titanium, Hilton Silver, Hertz
Posts: 435
Later this year, I have a 10-night reservation at the Marriott Puerto Vallarta. In the app, I see the following: "We're sorry. Your Suite Night Awards can't be used toward this reservation." I don't know if that is because the property has been excluded from SNAs in general or because my rate (Sand Dollar) somehow doesn't qualify. Or maybe it is because I currently only have 5 SNAs in my account (will be getting the next 5, if I choose to take them) next week.
Any thoughts? I've got other stays coming up that I could start using my 5 SNAs toward, although I would prefer to use them on a my 10-day vacation if I can.
Any thoughts? I've got other stays coming up that I could start using my 5 SNAs toward, although I would prefer to use them on a my 10-day vacation if I can.
Jul 11, 2019, 9:00 am
#1164
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
Later this year, I have a 10-night reservation at the Marriott Puerto Vallarta. In the app, I see the following: "We're sorry. Your Suite Night Awards can't be used toward this reservation." I don't know if that is because the property has been excluded from SNAs in general or because my rate (Sand Dollar) somehow doesn't qualify. Or maybe it is because I currently only have 5 SNAs in my account (will be getting the next 5, if I choose to take them) next week.
Any thoughts? I've got other stays coming up that I could start using my 5 SNAs toward, although I would prefer to use them on a my 10-day vacation if I can.
Any thoughts? I've got other stays coming up that I could start using my 5 SNAs toward, although I would prefer to use them on a my 10-day vacation if I can.
Jul 11, 2019, 1:06 pm
#1165
Join Date: Jul 2009
Location: EWR
Programs: UA Gold, Marriott Titanium, Hilton Silver, Hertz
Posts: 435
If your reservation is for 10 nights and you only have 5 SNAs in your account, you won't have the option to apply the SNAs. You would need to split it into 2-5 night reservations. I don't know what a Sand Dollar rate is, but if it is prepaid, that is another issue that Marriott IT can't handle. (See wiki for work around.)
Jul 12, 2019, 8:39 am
#1167
Join Date: Apr 2016
Location: Ontario, Canada
Programs: Marriott Titanium
Posts: 154
I have a reservation for this fall (Prague Marriott) and have pending SNAs attached. If they don’t go through can they be extended into next year or do they have to be used by the end of December. Any luck with extending? It’s tough cause if I knew they weren’t going to be honoured I would have used them earlier in the year....
Jul 12, 2019, 8:45 am
#1168
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
I have a reservation for this fall (Prague Marriott) and have pending SNAs attached. If they don’t go through can they be extended into next year or do they have to be used by the end of December. Any luck with extending? It’s tough cause if I knew they weren’t going to be honoured I would have used them earlier in the year....
Jul 12, 2019, 10:41 am
#1169
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Circling back to say that nothing has changed in this regard. The current system will confirm the highest category suite/upscale room type available once the run begins.
Jul 12, 2019, 10:43 am
#1170
Join Date: Oct 2014
Location: ATL
Programs: MR/SPG Plat, HH Gold, DL PM
Posts: 413
Later this year, I have a 10-night reservation at the Marriott Puerto Vallarta. In the app, I see the following: "We're sorry. Your Suite Night Awards can't be used toward this reservation." I don't know if that is because the property has been excluded from SNAs in general or because my rate (Sand Dollar) somehow doesn't qualify. Or maybe it is because I currently only have 5 SNAs in my account (will be getting the next 5, if I choose to take them) next week.
Any thoughts? I've got other stays coming up that I could start using my 5 SNAs toward, although I would prefer to use them on a my 10-day vacation if I can.
Any thoughts? I've got other stays coming up that I could start using my 5 SNAs toward, although I would prefer to use them on a my 10-day vacation if I can.