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 12, 2019, 7:10 pm
#1171
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
I gave up arguing, told her that I would not return and take all my business off-site. She shrugged here shoulders. I haven't been back and my folio was room & taxes only.
Good luck with the SNAs
James
Jul 14, 2019, 11:51 am
#1173
Join Date: Apr 2009
Location: BC, Canada
Programs: Bonvoy Titanium Elite, VSE/MVC Chairman's Club
Posts: 546
Only thing I can see that might come in to play is that both properties are SPG legacy brands. Will have to see if any of the Marriott brands follow the pattern...
Jul 14, 2019, 2:53 pm
#1174
Moderator, Delta Skymiles and Mileage Run
Join Date: Dec 2009
Location: Seat 2A
Programs: DL Diamond/MM, Hyatt Diamond, former AS MVPG 75K, Marriott Titanium, Hilton Gold
Posts: 2,940
Hey Folks, Quick question. First time getting SNA's and wondering after I select them how soon can I use them? I went thru all my reservations and none of them seem to have the link to apply them. I figure there is some kind of delay before I can apply them?
Jul 14, 2019, 3:13 pm
#1175
Join Date: Dec 2007
Location: SFO
Posts: 4,914
this year my selection was credited within a few hours for both SNAs at 50 and the free night certificate at 75.
Jul 14, 2019, 3:56 pm
#1176
Moderator, Delta Skymiles and Mileage Run
Join Date: Dec 2009
Location: Seat 2A
Programs: DL Diamond/MM, Hyatt Diamond, former AS MVPG 75K, Marriott Titanium, Hilton Gold
Posts: 2,940
Jul 14, 2019, 3:58 pm
#1177
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 14, 2019, 4:01 pm
#1178
Join Date: Dec 2007
Location: SFO
Posts: 4,914
you should be able to see the certificates in your account. When you do, click on your reservation and the option should appear but from reading this thread, prepaid reservations require a workaround.
Jul 14, 2019, 4:43 pm
#1179
Moderator, Delta Skymiles and Mileage Run
Join Date: Dec 2009
Location: Seat 2A
Programs: DL Diamond/MM, Hyatt Diamond, former AS MVPG 75K, Marriott Titanium, Hilton Gold
Posts: 2,940
Thanks! No prepaid reservations for me, but not seeing that section. I guess I will wait till tomorrow and see if it shows up.
Jul 14, 2019, 5:55 pm
#1180
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
James
Jul 16, 2019, 2:59 am
#1182
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Hi all, not sure if this has been discussed before but wondering why cant SNAs be confirmed at the point of booking? If award certs / points can be confirmed, why not SNA too?
After all, SNA certs do have value behind it (I read someone saying that MR actually pays the property) unlike 'complementary elite' upgrades.
In case MR is afraid of losing revenue if guests apply SNAs over peak periods then black out dates can be defined.
Posting this as i'm having terrible luck in trying to get my SNA to clear.
This is the 2nd time getting rejected and my stay is just for 1 night. I was willing to pay for the suite as well but no availability on-line either :S
After all, SNA certs do have value behind it (I read someone saying that MR actually pays the property) unlike 'complementary elite' upgrades.
In case MR is afraid of losing revenue if guests apply SNAs over peak periods then black out dates can be defined.
Posting this as i'm having terrible luck in trying to get my SNA to clear.
This is the 2nd time getting rejected and my stay is just for 1 night. I was willing to pay for the suite as well but no availability on-line either :S
Jul 19, 2019, 12:09 am
#1183
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Understand that SNA's will start to clear 5 days before arrived so i tried my luck by emailing the property.
Here is their reply:
So in a way makes me wonder if the property actually sets aside x premium / suite rooms which are managed by MR and the property have no control over? 
Here is their reply:
As Suite Night Award approval/rejection is solely managed above property level, I do regret not being able to assist with providing you a confirmation as of now, since hotel does not have the ability to manage Suite Night Award request.
Jul 19, 2019, 1:03 am
#1184
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
Hi all, not sure if this has been discussed before but wondering why cant SNAs be confirmed at the point of booking? If award certs / points can be confirmed, why not SNA too?
After all, SNA certs do have value behind it (I read someone saying that MR actually pays the property) unlike 'complementary elite' upgrades.
In case MR is afraid of losing revenue if guests apply SNAs over peak periods then black out dates can be defined.
Posting this as i'm having terrible luck in trying to get my SNA to clear.
This is the 2nd time getting rejected and my stay is just for 1 night. I was willing to pay for the suite as well but no availability on-line either :S
After all, SNA certs do have value behind it (I read someone saying that MR actually pays the property) unlike 'complementary elite' upgrades.
In case MR is afraid of losing revenue if guests apply SNAs over peak periods then black out dates can be defined.
Posting this as i'm having terrible luck in trying to get my SNA to clear.
This is the 2nd time getting rejected and my stay is just for 1 night. I was willing to pay for the suite as well but no availability on-line either :S
Jul 19, 2019, 3:21 am
#1185
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
So i wrote back to the property with the following:
1. Noted you cant confirm my SNA at this point given that it is managed by MR.
2. As It is important for me to get the suite room on this date, I am willing to pay for the upgrade but i cant find the room online, can you help?
Property's reply
1. Indeed, but we hope that you will receive confirmation prior to your arrival.
2. We are sorry, all are suites are sold out on this date.
So yep i got the response i wanted. In Poker terms, am drawing pretty much dead atm!
1. Noted you cant confirm my SNA at this point given that it is managed by MR.
2. As It is important for me to get the suite room on this date, I am willing to pay for the upgrade but i cant find the room online, can you help?
Property's reply
1. Indeed, but we hope that you will receive confirmation prior to your arrival.
2. We are sorry, all are suites are sold out on this date.
So yep i got the response i wanted. In Poker terms, am drawing pretty much dead atm!