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
Dec 5, 2018, 5:39 pm
#376
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
Ah, no. I couldn’t disagree more.
First, many hotels have very few suites. If a hotel has only a few suites, no hotel is going to make those few eligible for Platinum complimentary suite upgrade or SNAs. Nor should they. Hotels want to try to sell them or have the discretion to do with those as they like. Unfortunately, most Marriott branded hotels are in this category: Marriott, Courtyard, Renaissance, and even some JW Marriott.
SNAs arose from Starwood, which had more hotel brands with higher proportions of suites. Even then, most Sheratons, Westins, Le Meriidens, and Four Points don’t have many suites. But Starwood also had St Regis, Luxury Collection, and W brand hotels—and plenty of them—that have much higher proportions of suites. So do many Sheraton and Westin resort properties.
Second, if a property doesn’t have a junior suite or proper suite or many of them, it can make its nicest regular rooms eligible for those SNAs if it so chooses.
Just because you (or I) don’t want to waste SNAs on those room types doesn’t mean someone else might won’t want to do so. So having the option and not using it is still better and preferable than not having the option in the first place.
But, I have also seen examples -- I could be misremembering but I think the JW Marriott Hong Kong fell into this group -- of hotels which have a reasonable number of suites, and in the JWM HKG case even do offer SNAs to suites as an option, but also offer SNAs to high floor / "deluxe" rooms which are not, IMO, in the spirit of the SNA system. I guess you are right that more options are not necessarily a bad thing, but to me it just speaks to the vast difference in enforcing-program-rules-and-intentions philosophy between legacy Marriott and legacy SPG.
I would not have any problem with Marriott adding more of its limited service brands to the no-SNAs-offered grouping, as Aloft and Element were under SPG (although despite that official rule, it was not absolute -- I used SNAs once, to a proper suite, at the Aloft Brooklyn). I'm not sure where I come down on full service Marriotts which have few-to-no suites offering SNAs to deluxe rooms instead. But some hotels just seem to be flaunting the intention of the SNA program, and it's pretty clear that Marriott doesn't care.
Dec 5, 2018, 5:55 pm
#377
Join Date: Aug 2002
Location: Philadelphia
Programs: Marriott Platinum, Hilton Gold, Hyatt Glob
Posts: 1,786
This is my first time earning and using SNA. I'm staying at the JW Marriott Phu Quoc. There are multiple upgrade options, including the proper suite, junior suite, ground level garden room, and deluxe room. Pretty much every room category above the entry level is listed as an upgrade option.
I checked the app and noticed that there were at least 3 suites available prior to the 5 days. I only selected the suite option in my upgrade request and 5 days prior to check in ~ 4pm local time, I got an email that my upgrade had cleared.
I checked the app again and noticed that no suites are available for sale anymore, so I assume all those who had requested an upgrade had cleared and the hotel didn't set aside any suite for sale?
I'm pretty happy with the SNA experience so far.
I checked the app and noticed that there were at least 3 suites available prior to the 5 days. I only selected the suite option in my upgrade request and 5 days prior to check in ~ 4pm local time, I got an email that my upgrade had cleared.
I checked the app again and noticed that no suites are available for sale anymore, so I assume all those who had requested an upgrade had cleared and the hotel didn't set aside any suite for sale?
I'm pretty happy with the SNA experience so far.
Dec 5, 2018, 10:18 pm
#378
Join Date: Jul 2015
Posts: 88
Still don't have the option to use SNA's from the website on my reservations. I just called customer service and said this is a "fiasco" 
. She looked up the hotel and said that all suites are sold out - I said no they are not I can book 2 different suites as we speak. She said she will email the hotel and ask them to maybe give me a better room if possible.
I am actually fine with my room - only there for one night as a staycation to get my 50 night. It just keep's coming down to the principle when nothing is working!
. She looked up the hotel and said that all suites are sold out - I said no they are not I can book 2 different suites as we speak. She said she will email the hotel and ask them to maybe give me a better room if possible.I am actually fine with my room - only there for one night as a staycation to get my 50 night. It just keep's coming down to the principle when nothing is working!
Dec 6, 2018, 2:02 am
#379
Join Date: May 2007
Location: WAS
Programs: UA 1K, AA EXP, WN A+, Hyatt Glob, Marriott Amb, Hertz PC
Posts: 1,126
As I posted in the Ambassador thread, it appears some properties can opt out of accepting SNAs. For example, the Sheraton Grand Park Lane no longer participates in the program according my Ambassador. This is also the case for other hotels - no way of knowing unless reaching out to the property.
What a sham. I will not select SNAs for next year and will end up with 10 unused this year.
What a sham. I will not select SNAs for next year and will end up with 10 unused this year.
Dec 6, 2018, 3:14 am
#380
Join Date: Jul 2015
Posts: 88
As I posted in the Ambassador thread, it appears some properties can opt out of accepting SNAs. For example, the Sheraton Grand Park Lane no longer participates in the program according my Ambassador. This is also the case for other hotels - no way of knowing unless reaching out to the property.
What a sham. I will not select SNAs for next year and will end up with 10 unused this year.
What a sham. I will not select SNAs for next year and will end up with 10 unused this year.
While it is true that properties can opt-out of accepting SNAs, this is not the issue requesting SNAs with your reservation at the Sheraton Grand Park Lane. There are an exceedingly small number of properties which do not participate in the program -- the St. Regis Bora Bora is one notable example -- these properties are by and large transparent and up front about their exclusion and otherwise "exceptional" (such that the exclusion might seem justified). The Sheraton Grand Park Lane is not one of them.
Customer service agents and even Ambassadors are poorly trained, ill informed, and ill equipped. It is very easy for them to cry "availability", "eligibility" or "hotel problem" when the button doesn't appear or doesn't work, but the fact of the matter is that more often than not, lately, it is a Marriott systems issue.
Dec 6, 2018, 6:39 am
#381
Join Date: Nov 2016
Location: Hartford, CT
Programs: Marriott LTS
Posts: 195
As you can see with the attached photo, the Sheraton Grand Park Lane is accepting SNA requests and has a generous pool of suites available for SNA confirmation. Your issue may be the one I've been harping about lately: check your rate. SNAs cannot currently be applied to advance purchase / non-modifiable rate bookings. If you have encountered this issue, please complain about it. It is a clear violation of the program terms.
While it is true that properties can opt-out of accepting SNAs, this is not the issue requesting SNAs with your reservation at the Sheraton Grand Park Lane. There are an exceedingly small number of properties which do not participate in the program -- the St. Regis Bora Bora is one notable example -- these properties are by and large transparent and up front about their exclusion and otherwise "exceptional" (such that the exclusion might seem justified). The Sheraton Grand Park Lane is not one of them.
Customer service agents and even Ambassadors are poorly trained, ill informed, and ill equipped. It is very easy for them to cry "availability", "eligibility" or "hotel problem" when the button doesn't appear or doesn't work, but the fact of the matter is that more often than not, lately, it is a Marriott systems issue.
Dec 6, 2018, 7:53 am
#382
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,187
Copley and Burlington Marriott are both egregious offenders here. Sure the Burlington only has a limited number of suites, but you can't even use an SNA for a corner/larger room. Copley on the other hand is a massive property with literally dozens of suites, and you can't use an SNA for any of them. The best you can do is get an improved view. What a joke.
And its not just these two properties... this is a common theme across the system at many Marriott locations.
Last edited by rylan; Dec 6, 2018 at 8:02 am
Dec 6, 2018, 8:24 am
#383
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Yes absolutely many properties are getting away with not offering suites for SNAs. I am seeing this at multiple Marriott's in the Boston area. They have real suites for sale yet only offer a improved view room on the SNA list if you book the cheapest room. If you book a somewhat better than run of the mill room then you have no options to use an SNA.
Copley and Burlington Marriott are both egregious offenders here. Sure the Burlington only has a limited number of suites, but you can't even use an SNA for a corner/larger room. Copley on the other hand is a massive property with literally dozens of suites, and you can't use an SNA for any of them. The best you can do is get an improved view. What a joke.
And its not just these two properties... this is a common theme across the system at many Marriott locations.
Copley and Burlington Marriott are both egregious offenders here. Sure the Burlington only has a limited number of suites, but you can't even use an SNA for a corner/larger room. Copley on the other hand is a massive property with literally dozens of suites, and you can't use an SNA for any of them. The best you can do is get an improved view. What a joke.
And its not just these two properties... this is a common theme across the system at many Marriott locations.
Dec 6, 2018, 9:58 am
#384
Join Date: May 2007
Location: WAS
Programs: UA 1K, AA EXP, WN A+, Hyatt Glob, Marriott Amb, Hertz PC
Posts: 1,126
As you can see with the attached photo, the Sheraton Grand Park Lane is accepting SNA requests and has a generous pool of suites available for SNA confirmation. Your issue may be the one I've been harping about lately: check your rate. SNAs cannot currently be applied to advance purchase / non-modifiable rate bookings. If you have encountered this issue, please complain about it. It is a clear violation of the program terms.
While it is true that properties can opt-out of accepting SNAs, this is not the issue requesting SNAs with your reservation at the Sheraton Grand Park Lane. There are an exceedingly small number of properties which do not participate in the program -- the St. Regis Bora Bora is one notable example -- these properties are by and large transparent and up front about their exclusion and otherwise "exceptional" (such that the exclusion might seem justified). The Sheraton Grand Park Lane is not one of them.
Customer service agents and even Ambassadors are poorly trained, ill informed, and ill equipped. It is very easy for them to cry "availability", "eligibility" or "hotel problem" when the button doesn't appear or doesn't work, but the fact of the matter is that more often than not, lately, it is a Marriott systems issue.
Dec 6, 2018, 10:04 am
#385
Join Date: Nov 2014
Location: New York
Programs: MB-LTT , HH-Diam., HGP-Expl.
Posts: 778
As you can see with the attached photo, the Sheraton Grand Park Lane is accepting SNA requests and has a generous pool of suites available for SNA confirmation. Your issue may be the one I've been harping about lately: check your rate. SNAs cannot currently be applied to advance purchase / non-modifiable rate bookings. If you have encountered this issue, please complain about it. It is a clear violation of the program terms.
While it is true that properties can opt-out of accepting SNAs, this is not the issue requesting SNAs with your reservation at the Sheraton Grand Park Lane. There are an exceedingly small number of properties which do not participate in the program -- the St. Regis Bora Bora is one notable example -- these properties are by and large transparent and up front about their exclusion and otherwise "exceptional" (such that the exclusion might seem justified). The Sheraton Grand Park Lane is not one of them.
Customer service agents and even Ambassadors are poorly trained, ill informed, and ill equipped. It is very easy for them to cry "availability", "eligibility" or "hotel problem" when the button doesn't appear or doesn't work, but the fact of the matter is that more often than not, lately, it is a Marriott systems issue.
While it is true that properties can opt-out of accepting SNAs, this is not the issue requesting SNAs with your reservation at the Sheraton Grand Park Lane. There are an exceedingly small number of properties which do not participate in the program -- the St. Regis Bora Bora is one notable example -- these properties are by and large transparent and up front about their exclusion and otherwise "exceptional" (such that the exclusion might seem justified). The Sheraton Grand Park Lane is not one of them.
Customer service agents and even Ambassadors are poorly trained, ill informed, and ill equipped. It is very easy for them to cry "availability", "eligibility" or "hotel problem" when the button doesn't appear or doesn't work, but the fact of the matter is that more often than not, lately, it is a Marriott systems issue.
Dec 6, 2018, 10:50 am
#386
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
My dilemma at this: I have a bunch of SNAs but I'm only staying in boring hotels until the new year. Do I apply the SNAs or not even bother. I guess a suite at the Four Points Soho or Sheraton Bahrain is nicer than an expired certificate…
Does Marriott extend these? Do Ambassadors have the leeway to extend them?
Does Marriott extend these? Do Ambassadors have the leeway to extend them?
Dec 6, 2018, 3:28 pm
#387
Join Date: Feb 2018
Posts: 17
I had a confirmed SNA on a points reservation at the beginning of November. I cancelled about 4 days in advance and the point went back to my account, but the SNA wasn’t returned. Marriott “opened a ticket” the week of Thanksgiving to get the SNA back in my account, but it’s been 2 weeks and I haven’t heard back. How long should I expect this to take?
Dec 6, 2018, 3:42 pm
#388
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,231
I had a confirmed SNA on a points reservation at the beginning of November. I cancelled about 4 days in advance and the point went back to my account, but the SNA wasn’t returned. Marriott “opened a ticket” the week of Thanksgiving to get the SNA back in my account, but it’s been 2 weeks and I haven’t heard back. How long should I expect this to take?
shame on marriott.
Dec 6, 2018, 4:57 pm
#389
Join Date: Jul 2015
Posts: 88
Dec 6, 2018, 8:38 pm
#390
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,187
This may be a case of properties not selling suites via the booking channels. Legacy Marriott's Marriott hotels at the Detroit airport and in the Detroit suburbs of Troy, Southfield, Auburn Hills and Livonia have suites. They aren't the greatest suites, but they have suites. The suites have never been bookable through Marriott.com, both before August and now after August. So they're never "available" and thus never eligible. I've been upgraded to the suites at each of these properties, but only when I ask. They're only ever sold through the property's on-site sales office -- and mostly for business meetings and wedding packages.