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 25, 2019, 1:03 pm
#1216
Join Date: Dec 2010
Posts: 495
Jul 25, 2019, 3:51 pm
#1218
Join Date: Sep 2009
Location: Somewhere between YXU and YYZ
Programs: Marriott Lifetime Titanium Hilton Diamond AC*75K
Posts: 618
Jul 25, 2019, 5:35 pm
#1219
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
In fairness, it looks like this property only has three suites, and I'd guess two normal suites so I presume even if they are listed as SNA options, they won't clear. OTOH, if they aren't booked when you arrive, I hope you'd get upgraded if you're just there for a day or two.
Jul 25, 2019, 5:38 pm
#1220
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
In fairness, it looks like this property only has three suites, and I'd guess two normal suites so I presume even if they are listed as SNA options, they won't clear. OTOH, if they aren't booked when you arrive, I hope you'd get upgraded if you're just there for a day or two.
If they're in the SNA pool, they should clear if they're not already booked, assuming availability of the same suite for the entire stay.
Jul 26, 2019, 12:56 am
#1221
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
i agree....
i have 13 upcoming reservations booked currently....3 reservations are not eligible for suite night upgrades, 2 are giving me the ability to pick a suite & the remaining 8 only have options to upgrade to a higher room category....
a number of these higher room categories don't even include a club room but rather rooms on higher floors or with city views....its also important to note that some of these properties have suites that spg used to include in the upgrade pool but marriott does not....
i have 13 upcoming reservations booked currently....3 reservations are not eligible for suite night upgrades, 2 are giving me the ability to pick a suite & the remaining 8 only have options to upgrade to a higher room category....
a number of these higher room categories don't even include a club room but rather rooms on higher floors or with city views....its also important to note that some of these properties have suites that spg used to include in the upgrade pool but marriott does not....
Jul 26, 2019, 7:26 am
#1222
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
i agree....
i have 13 upcoming reservations booked currently....3 reservations are not eligible for suite night upgrades, 2 are giving me the ability to pick a suite & the remaining 8 only have options to upgrade to a higher room category....
a number of these higher room categories don't even include a club room but rather rooms on higher floors or with city views....its also important to note that some of these properties have suites that spg used to include in the upgrade pool but marriott does not....
i have 13 upcoming reservations booked currently....3 reservations are not eligible for suite night upgrades, 2 are giving me the ability to pick a suite & the remaining 8 only have options to upgrade to a higher room category....
a number of these higher room categories don't even include a club room but rather rooms on higher floors or with city views....its also important to note that some of these properties have suites that spg used to include in the upgrade pool but marriott does not....
Boston Marriott Copley is an egregious offender. Their hotel page advertises having 47 suites and they even have a brochure, yet none are available for SNA use, only 'high floor' or 'city view'.
Jul 26, 2019, 9:02 am
#1223
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
AC New York Downtown doesn't have a single suite in the hotel, yet they offered a choice of two different SNA redemptions: river view or terrace.
Jul 26, 2019, 11:58 am
#1224
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
So my concern is, are hotels like that going to stop giving better room locations and views to elites and expect us to use an SNA to get a 'high floor' or 'view' room?
If it is truly a premium/special room like the terrace then thats fine putting it on the SNA list (especially since the hotel doesn't have suites), but putting crap like the same room but with two beds, or high floor or slightly better view is bull.
If it is truly a premium/special room like the terrace then thats fine putting it on the SNA list (especially since the hotel doesn't have suites), but putting crap like the same room but with two beds, or high floor or slightly better view is bull.
Jul 26, 2019, 1:03 pm
#1225
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
So my concern is, are hotels like that going to stop giving better room locations and views to elites and expect us to use an SNA to get a 'high floor' or 'view' room?
If it is truly a premium/special room like the terrace then thats fine putting it on the SNA list (especially since the hotel doesn't have suites), but putting crap like the same room but with two beds, or high floor or slightly better view is bull.
If it is truly a premium/special room like the terrace then thats fine putting it on the SNA list (especially since the hotel doesn't have suites), but putting crap like the same room but with two beds, or high floor or slightly better view is bull.
I'm willing to bet that in almost all cases there will be numerous other Bonvoy properties in the vicinity that offer SNA room/suite options that are more acceptable to you. I'm also willing to bet that even if you eliminate all the Bonvoy properties with SNA options you consider unacceptable, the remaining portfolio with acceptable SNA options will be at least twice the size of the entire Hyatt portfolio...and still massively larger than the number of properties where you can get confirmed suites in advance with Hilton (none) or IHG (none).
Too many people choose hotels that have very few suites in the first place and then are surprised to see no suites available in the SNA pool. They shouldn't be surprised.
Jul 26, 2019, 2:26 pm
#1226
Join Date: Jan 2017
Posts: 805
Anyone have any luck being able to go back on your selection? I chose 10 SNAs as my 75 night benefit last year and so far have used zero of them. I have a 5 night stay at the end of the year at a hotel that accepts SNAs, but so far in my stays and bookings for the year that's the only one that accepts them. I didn't realize when making this selection that's it's an absolutely useless benefit unless you're staying at a small handful of hotels that accept these and actually offer suite upgrades.
Jul 26, 2019, 2:38 pm
#1227
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
Anyone have any luck being able to go back on your selection? I chose 10 SNAs as my 75 night benefit last year and so far have used zero of them. I have a 5 night stay at the end of the year at a hotel that accepts SNAs, but so far in my stays and bookings for the year that's the only one that accepts them. I didn't realize when making this selection that's it's an absolutely useless benefit unless you're staying at a small handful of hotels that accept these and actually offer suite upgrades.
Jul 26, 2019, 2:51 pm
#1228
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Anyone have any luck being able to go back on your selection? I chose 10 SNAs as my 75 night benefit last year and so far have used zero of them. I have a 5 night stay at the end of the year at a hotel that accepts SNAs, but so far in my stays and bookings for the year that's the only one that accepts them. I didn't realize when making this selection that's it's an absolutely useless benefit unless you're staying at a small handful of hotels that accept these and actually offer suite upgrades.
Jul 26, 2019, 3:03 pm
#1229
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
Ah, at what hotels are you staying? Every hotel that isn't a RC at which I've stayed accept SNAs this year. It's not the "small handful" that you're suggesting, I'm afraid. If you want an actual suite, you do find better SNA options and success at hotels (and brands) that actually have more than a few suites, of course.