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
Oct 10, 2018, 12:02 pm
#151
Join Date: Apr 2005
Location: Toronto
Programs: AC SE MM, Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,101
Hmm, so you mean even though the same type of suite is available for sale it’s not available for SNA?
Right now they are selling at least 3 of that same suite that night.
Right now they are selling at least 3 of that same suite that night.
Oct 10, 2018, 4:01 pm
#152
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
Was able to apply SNA to an upcoming Marriott stay today. Interestingly when the options came up only 1 was a suite and the other 3 were basically the same room with just higher floor or better view options. Surprised they appeared as a SNA option and suspect that anyone who didn't pay attention and blew a SNA on those would be pretty peeved.
Oct 10, 2018, 4:20 pm
#153
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,169
Was able to apply SNA to an upcoming Marriott stay today. Interestingly when the options came up only 1 was a suite and the other 3 were basically the same room with just higher floor or better view options. Surprised they appeared as a SNA option and suspect that anyone who didn't pay attention and blew a SNA on those would be pretty peeved.
Oct 10, 2018, 6:07 pm
#154
Join Date: Nov 2007
Location: LEJ BRU
Posts: 1,156
Oct 10, 2018, 7:41 pm
#155
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,169
One should not have to use a SNA to get a "better single room".
Oct 10, 2018, 9:26 pm
#156
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
All I’m saying is that the property does not process the SNAs. The system does. Now what I have often done when my SNA doesn’t clear is say at check in that my SNA did not clear and I’d really appreciate it if they could find me an alternate suite. Or you could send an email (or fax now). Most of the time I get my suite and keep my SNA.
Oct 10, 2018, 9:30 pm
#157
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
And apparently there are plenty of Marriott properties that block out SNAs even though they have a lot of suites... meanwhile trying to provide feedback about my dissatisfaction through Marriott customer service is a futile attempt as all they respond with is a canned cut-n-paste response.
Oct 11, 2018, 7:04 am
#158
Join Date: Jun 2016
Location: HKG/MEL
Programs: CX MP Gold, MR Titanium
Posts: 72
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?
If you find a contact that managed to get your missing SNAs back, let me know! I want mine back too!!
Oct 11, 2018, 8:24 am
#159
Join Date: Mar 2010
Location: Sunshine State
Programs: Avis Trump. Costco Exec. SPG PLAT PREM-90. WN A+/CP. AA SLV. Nat EE..
Posts: 456
They can effectively “block” them by not
confirming the SNA until very close in or not confirming at all until checkin. Also, I’m seeing a much higher rate of “ineligible” stays to try and use SNA’s especially on the 4/5* properties. Since I’ve tested these with non special/corp rates it would seem either a technical glitch or properties (Marriott legacy) are choosing not to participate which if that’s the case it should be clearly posted comewhere or at least as clearly as “resort” or convention properties are designated.
confirming the SNA until very close in or not confirming at all until checkin. Also, I’m seeing a much higher rate of “ineligible” stays to try and use SNA’s especially on the 4/5* properties. Since I’ve tested these with non special/corp rates it would seem either a technical glitch or properties (Marriott legacy) are choosing not to participate which if that’s the case it should be clearly posted comewhere or at least as clearly as “resort” or convention properties are designated.
Oct 11, 2018, 8:28 am
#160
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
They can effectively “block” them by not
confirming the SNA until very close in or not confirming at all until checkin. Also, I’m seeing a much higher rate of “ineligible” stays to try and use SNA’s especially on the 4/5* properties. Since I’ve tested these with non special/corp rates it would seem either a technical glitch or properties (Marriott legacy) are choosing not to participate which if that’s the case it should be clearly posted comewhere or at least as clearly as “resort” or convention properties are designated.
confirming the SNA until very close in or not confirming at all until checkin. Also, I’m seeing a much higher rate of “ineligible” stays to try and use SNA’s especially on the 4/5* properties. Since I’ve tested these with non special/corp rates it would seem either a technical glitch or properties (Marriott legacy) are choosing not to participate which if that’s the case it should be clearly posted comewhere or at least as clearly as “resort” or convention properties are designated.
William, a little back up here please.
Oct 11, 2018, 10:13 am
#161
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Oct 11, 2018, 10:54 am
#162
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
My experience too. I have seen options of several suite types in some hotels but cannot recall seeing more than one non suite option ever ( and that was for an Ocean Front King room in a Resort property.) It's in the name after all.
Oct 11, 2018, 3:19 pm
#163
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
The system checks for SNA's, not the hotel. It is a totally automated process. The hotel does absolutely nothing with regard to confirming SNA's.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Oct 11, 2018, 3:57 pm
#164
Join Date: Apr 2005
Location: Toronto
Programs: AC SE MM, Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,101
So my SNA was rejected. But the same suite type has 3+ rooms for sale including available on points. This is garbage, the program is officially ruined in my mind. What’s the point of SNAs if not confirmed based on same room type available?