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
Nov 25, 2018, 6:27 pm
#331
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
However, if the OP in this instance had also selected the 1 bedroom suite (as well as the Family Suite) as an option for the SNA, then the SNA ultimately did what it’s supposed to do. If the OP didn’t select the 1 bedroom suite as an option, that’s a different story...and yet the OP has never indicated that to be the case.
Regardless, the OP in this instance did end up with a very nice suite upgrade due to the SNA.
That isn’t blaming the victim. I’m entitled to share my belief that the OP in this instance still got a very nice suite upgrade for the SNA and is taking that for granted.
Nov 26, 2018, 6:20 am
#332
Join Date: Nov 2016
Location: Hartford, CT
Programs: Marriott LTS
Posts: 195
Nov 26, 2018, 7:56 am
#333
Join Date: Apr 2012
Location: YYZ
Programs: MR Plat
Posts: 383
Tried to apply SNA to 3-nt award booking for both Astor and Deluxe Suite at St.Regis for April and got an error page when submitting the request. However, got the email that they received my SNA request and 3 nights taken out of my SNA balance.
Is there any way to check whether it was actually requested successfully? Calling Marriott/St.Regis and they say they are unable to look at the particulars of the request.
Is there any way to check whether it was actually requested successfully? Calling Marriott/St.Regis and they say they are unable to look at the particulars of the request.
Nov 26, 2018, 8:21 am
#334
Join Date: Nov 2016
Location: Hartford, CT
Programs: Marriott LTS
Posts: 195
Tried to apply SNA to 3-nt award booking for both Astor and Deluxe Suite at St.Regis for April and got an error page when submitting the request. However, got the email that they received my SNA request and 3 nights taken out of my SNA balance.
Is there any way to check whether it was actually requested successfully? Calling Marriott/St.Regis and they say they are unable to look at the particulars of the request.
Is there any way to check whether it was actually requested successfully? Calling Marriott/St.Regis and they say they are unable to look at the particulars of the request.
Nov 26, 2018, 9:06 am
#335
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,898
However, if the OP in this instance had also selected the 1 bedroom suite (as well as the Family Suite) as an option for the SNA, then the SNA ultimately did what it’s supposed to do. If the OP didn’t select the 1 bedroom suite as an option, that’s a different story...and yet the OP has never indicated that to be the case.
I find it not reasonable that you think it's okay for the hotel to switch the room and game the system using error as the reason after the system cleared the better room as long as the guest gets a reasonable suite room that they also applied using Suite Night Awards. In this case the hotel reservation team can just put rooms in the pool luring the hotel guest to choose their hotel and change them after the system clears cause you choose another room as well.
I agree with the hotel that a 2-bedroom suite should have never been put into the SNA pool. It’s a specialty suite.
But if that suite category was indeed on the SNA list of upgrade options, if one picked it as an option and if that option cleared and one got the SNA upgrade confirmed, then the hotel is to blame. They should either make good on the confirmed SNA upgrade or politely downgrade to a different suite category with pleanty excuses and offer some tangible compensation.
But if that suite category was indeed on the SNA list of upgrade options, if one picked it as an option and if that option cleared and one got the SNA upgrade confirmed, then the hotel is to blame. They should either make good on the confirmed SNA upgrade or politely downgrade to a different suite category with pleanty excuses and offer some tangible compensation.
With luck, Marriott may be able to get the property to make good on their mistake (room not supposed to be available), but I find many CSRs support the errors rather than fixing them since that's less work for them. I hope you found someone that's different. Good luck.
Thank you all for your comments and support.
Nov 26, 2018, 10:44 am
#336
Join Date: Jul 2010
Location: Korea, USA
Programs: IC Dia RA / Marriott LT Plat / WOH Globalist / Hilton Diamond / OZ Diamond Plus
Posts: 340
I applied SNA to a stay at the RYSE Autograph in Seoul for my BD, but it did not confirmed automatically in 5 days advance. There is plenty of availability for the suite what I've requested but it is just not confirmed until now.. 2 days left.
One other thing is, I booked another stay with Limited Time Offer rate and could not apply SNA at all. So I tried with BAR and it was possible to apply SNA.
What the....
One other thing is, I booked another stay with Limited Time Offer rate and could not apply SNA at all. So I tried with BAR and it was possible to apply SNA.
What the....
Last edited by scienm; Nov 26, 2018 at 11:17 am
Nov 26, 2018, 11:09 am
#338
Join Date: Jul 2010
Location: Korea, USA
Programs: IC Dia RA / Marriott LT Plat / WOH Globalist / Hilton Diamond / OZ Diamond Plus
Posts: 340
I've never experienced 'not upgraded' when I could see availability on the website since this SNA program beginning. Also, this hotel has plenty of suites available so I'm sure there is some system glitch when it comes to Marriott properties.
Nov 26, 2018, 12:58 pm
#339
Join Date: Apr 2012
Location: YYZ
Programs: MR Plat
Posts: 383
I see "Your Suite Night Request is pending" in the My Trips section. Is that the same thing?
When I click on View/Modify, I get directed to the SPG-themed site with the reservation details but nothing about a Suite night request.
When I click on View/Modify, I get directed to the SPG-themed site with the reservation details but nothing about a Suite night request.
Nov 26, 2018, 1:26 pm
#340
Join Date: Nov 2016
Location: Hartford, CT
Programs: Marriott LTS
Posts: 195
Yes its the same thing. When you click on Modify you should see a section that says its being worked on. I just did a dummy reservation at Chatwal LC hotel and applied 2 SNA's and this is what it looks like.
Last edited by Ksw299; Nov 26, 2018 at 1:56 pm
Nov 26, 2018, 4:05 pm
#341
Join Date: Mar 2005
Location: Rancho Mirage, CA
Programs: Marriott Lifetime Titanium
Posts: 322
This may be too hotel-specific a question, but here goes.
I have applied my 5 SNA against a 2 night stay at the Budapest Marriott and a 3 night stay at the Carlo IV in Prague, both in April of next year. For both, I have only selected the highest category offered.
I will probably not earn any SNA next year, but have a five night stay reserved for October of next year at the Prince de Galles in Paris.
Any opinions on keeping it as I have it, versus moving it to the stay in Paris?
Thanks
I have applied my 5 SNA against a 2 night stay at the Budapest Marriott and a 3 night stay at the Carlo IV in Prague, both in April of next year. For both, I have only selected the highest category offered.
I will probably not earn any SNA next year, but have a five night stay reserved for October of next year at the Prince de Galles in Paris.
Any opinions on keeping it as I have it, versus moving it to the stay in Paris?
Thanks
Nov 26, 2018, 4:20 pm
#342
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
The SNA’s at Prince de Galle get you (at the top level) into a beautiful multi-thousand Euro suite, and I and others on here can confirm they do load the SNA pool with real availability. I’d certainly make sure to try to use 5 SNA’s there, though of course availability is not guaranteed.
Nov 26, 2018, 4:25 pm
#343
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
This may be too hotel-specific a question, but here goes.
I have applied my 5 SNA against a 2 night stay at the Budapest Marriott and a 3 night stay at the Carlo IV in Prague, both in April of next year. For both, I have only selected the highest category offered.
I will probably not earn any SNA next year, but have a five night stay reserved for October of next year at the Prince de Galles in Paris.
Any opinions on keeping it as I have it, versus moving it to the stay in Paris?
Thanks
I have applied my 5 SNA against a 2 night stay at the Budapest Marriott and a 3 night stay at the Carlo IV in Prague, both in April of next year. For both, I have only selected the highest category offered.
I will probably not earn any SNA next year, but have a five night stay reserved for October of next year at the Prince de Galles in Paris.
Any opinions on keeping it as I have it, versus moving it to the stay in Paris?
Thanks
Be aware that a longer 5 night stay increases the risk of any suite not being available, of course.
The SNAs won’t do you much good at the PdG if its select suites are sold out. OTOH, the SNAs give you amazing value at the PdG if they clear.
I’d never use any SNA at any Marriott property. Ever. Too rare a chance for a suite that likely isn’t that nice to begin with. I don’t know the Carlo IV.
They are your SNAs. Roll the dice and use them where you think they most will help you. Just remember they are improved CHANCES for a suite upgrade and not an actual suite upgrade itself.
Nov 27, 2018, 7:20 am
#344
Join Date: Apr 2012
Location: YYZ
Programs: MR Plat
Posts: 383
Maybe it didn't go all the way through, wondering if I should cancel the reservation and try again. I still see points availability at the hotel for my dates.
I merged my accounts though already if that makes any difference?
Last edited by Globex; Nov 27, 2018 at 7:33 am
Nov 27, 2018, 10:08 am
#345
Join Date: Nov 2016
Location: Hartford, CT
Programs: Marriott LTS
Posts: 195
Hmmm, thanks for that. I click on View/Modify and see the reservation and details but nothing like the image above, even when I click on "Start Change Reservation".
Maybe it didn't go all the way through, wondering if I should cancel the reservation and try again. I still see points availability at the hotel for my dates.
I merged my accounts though already if that makes any difference?
Maybe it didn't go all the way through, wondering if I should cancel the reservation and try again. I still see points availability at the hotel for my dates.
I merged my accounts though already if that makes any difference?