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
Sep 29, 2018, 10:03 am
#121
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
Yes. I applied two SNAs to the Gritti Palace on 2 separate reservations (due to different pts requirements). The first one cleared and I was notified at 5 days. Second one did not clear and I got “working on it emails”. Eventually the SNA was returned. Even though the hotel was sold out, the Gritti let me keep the same suite for both nights. ^
Sep 29, 2018, 10:49 am
#122
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Yes. I applied two SNAs to the Gritti Palace on 2 separate reservations (due to different pts requirements). The first one cleared and I was notified at 5 days. Second one did not clear and I got “working on it emails”. Eventually the SNA was returned. Even though the hotel was sold out, the Gritti let me keep the same suite for both nights. ^
Sep 29, 2018, 11:26 am
#123
Join Date: Feb 2001
Location: somewhere north of stateside...
Posts: 4,153
margarita girl: did you apply the SNA to the reservation before or after August 18?
No emails were ever revived on SNA requests I applied pre-integration (and post-stay they never credited back to my account). I’m pretty convinced there’s some sort of bug here: LSPG customer care has sent this to a specialized team, as they can’t figure it out... all while I can’t use a time-limited benefit. Not impressed.
No emails were ever revived on SNA requests I applied pre-integration (and post-stay they never credited back to my account). I’m pretty convinced there’s some sort of bug here: LSPG customer care has sent this to a specialized team, as they can’t figure it out... all while I can’t use a time-limited benefit. Not impressed.
Sep 29, 2018, 1:40 pm
#125
Join Date: Nov 2010
Location: BNA/SAN
Programs: DL PM 1.5 MM , Hilton Diamond, Marriott Lifetime Plat
Posts: 754
Hope this isn't too muddled to follow.
Have reservations for a 1 night stay at the Four Points (Louisville Airport) followed by a 4 night stay at the Louisville Marriott. I applied Suite upgrade requests to both. Both cleared at 5 days prior (Four Points yesterday, Louisville Marriott today).
The strange part was when the Louisville Marriott cleared, I got an email confirming it cleared, but it didn't show an upgraded room. When I checked my account online, it showed 2 reservations (different confirmation numbers and both weren't there previously). The upgrade was on the new reservation, not my original one. I checked my emails to ensure I hadn't double booked (I hadn't) and then called the hotel. On their side they showed me with two reservations in my name and both had been upgraded to junior suites (although online, I was still only seeing the upgrade on the new reservation). After telling them I only needed one room they cancelled the new reservation for me and assured me my remaining room had been upgraded to a junior suite..
Online, my original reservation says "Your Suite Night Award request has been confirmed." but still only show my original booking. (My Four Points reservations shows the bigger upgraded room online). We'll see. I suspect the glitch is on the legacy Marriott side as the Four Points upgrade happened without a hitch.
TBH, I am traveling by myself and when solo, I don't really care if I get an upgrade or not. My bigger concern here was that I had two reservations when I only booked one time. It probably would have all worked out, but I wanted to make sure I didn't get charged for 2 rooms and it may have been a bit of a hassle so glad I caught it now instead of at check in.
Have reservations for a 1 night stay at the Four Points (Louisville Airport) followed by a 4 night stay at the Louisville Marriott. I applied Suite upgrade requests to both. Both cleared at 5 days prior (Four Points yesterday, Louisville Marriott today).
The strange part was when the Louisville Marriott cleared, I got an email confirming it cleared, but it didn't show an upgraded room. When I checked my account online, it showed 2 reservations (different confirmation numbers and both weren't there previously). The upgrade was on the new reservation, not my original one. I checked my emails to ensure I hadn't double booked (I hadn't) and then called the hotel. On their side they showed me with two reservations in my name and both had been upgraded to junior suites (although online, I was still only seeing the upgrade on the new reservation). After telling them I only needed one room they cancelled the new reservation for me and assured me my remaining room had been upgraded to a junior suite..
Online, my original reservation says "Your Suite Night Award request has been confirmed." but still only show my original booking. (My Four Points reservations shows the bigger upgraded room online). We'll see. I suspect the glitch is on the legacy Marriott side as the Four Points upgrade happened without a hitch.
TBH, I am traveling by myself and when solo, I don't really care if I get an upgrade or not. My bigger concern here was that I had two reservations when I only booked one time. It probably would have all worked out, but I wanted to make sure I didn't get charged for 2 rooms and it may have been a bit of a hassle so glad I caught it now instead of at check in.
Sep 29, 2018, 1:44 pm
#126
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
margarita girl: did you apply the SNA to the reservation before or after August 18?
No emails were ever revived on SNA requests I applied pre-integration (and post-stay they never credited back to my account). I’m pretty convinced there’s some sort of bug here: LSPG customer care has sent this to a specialized team, as they can’t figure it out... all while I can’t use a time-limited benefit. Not impressed.
No emails were ever revived on SNA requests I applied pre-integration (and post-stay they never credited back to my account). I’m pretty convinced there’s some sort of bug here: LSPG customer care has sent this to a specialized team, as they can’t figure it out... all while I can’t use a time-limited benefit. Not impressed.
Oct 2, 2018, 7:34 am
#127
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
We are fighting a problem with a SNA request that keeps losing the room type selections. Wrote to Customer Care. They were not able to fix and claimed that you could only select one room type for a request, so we should try that. Didn't work; room type selection still disappeared after a short time.
My question for this thread is whether the MR agent was correct about only being able to select one room type per request?
My question for this thread is whether the MR agent was correct about only being able to select one room type per request?
Oct 2, 2018, 9:26 am
#128
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
Oct 2, 2018, 10:20 am
#129
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
Oct 2, 2018, 10:03 pm
#130
Join Date: Aug 2018
Location: NC
Programs: AA, Marriott/SPG, AMEX
Posts: 272
SNA property specific questions
First time with SNA's through Marriott. PPE. A couple of trips are coming next year that are leisure. The 1st is for our anniversary in March, we are booked into Marriott-Berlin (Inge-Beisheim-Platz) 2 nights, Prague (V Celnici 8), 3 nights and our actual anniversary , Vienna (Parkring 12a) 3 nights, and Budapest (Apaczai Csere Janos u) 3 nights. Are any of these properties worth an upgrade? Any with particularly small standard rooms? The Europe trip is off season, would we be likely to be upgraded anyway? I chose the Marriotts due to the lounges for breakfast, we are boots on the ground and exploring and would rather spend our funds on lunch and dinner, not a rushed but expensive breakfast.
Then we are at the JW Marriott Marco Island Beach Resort for 5 nights in early May BUT since this is DH's company's "Club" trip it won't show as attached to DH's account until March, at the earliest.
I have 8 nights available, with 2 more possible if we don't get a requested upgrade in London this month.
Thanks for any advise or experience you share!
Then we are at the JW Marriott Marco Island Beach Resort for 5 nights in early May BUT since this is DH's company's "Club" trip it won't show as attached to DH's account until March, at the earliest.
I have 8 nights available, with 2 more possible if we don't get a requested upgrade in London this month.
Thanks for any advise or experience you share!
Oct 3, 2018, 12:01 am
#131
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,822
I applied 4 SNA to FourPoint Auckland NZ for a stay 9/9-9/13. It was not cleared but the 4 SNAs were not returned to my account. I called SPG and was given a email to inquire. The email bounced. Still no SNA. I hope to use these for a late October trip and also an early November trip. I am afraid I will never see the 4 SNA again or until much later, after they expire. Anyone has a similar experience or know how I might recover them?
Oct 3, 2018, 6:58 am
#132
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I applied 4 SNA to FourPoint Auckland NZ for a stay 9/9-9/13. It was not cleared but the 4 SNAs were not returned to my account. I called SPG and was given a email to inquire. The email bounced. Still no SNA. I hope to use these for a late October trip and also an early November trip. I am afraid I will never see the 4 SNA again or until much later, after they expire. Anyone has a similar experience or know how I might recover them?
Oct 3, 2018, 11:22 am
#133
Join Date: Sep 2007
Programs: UA - Platinum; Starwood - Platinum; Alaska - MVP75; IHG - Platinum; Hilton - Gold; Marriott - Gold
Posts: 670
For some people (including myself) the online functionality appears to be broken so the only way to get SNAs added is to call up until you find a competent sales rep. I'm hearing the UK team appear to be more switched on in general than in the US, so maybe try them?
Oct 5, 2018, 11:10 pm
#135
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
Give it a few days. Most people say it doesn't show up immediately. Click on your name in the top right corner of login screen and OVERVIEW. Scroll down. Should be there.