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 8, 2018, 3:48 am
#406
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
So just had the issue with SNA's on advance purchase rates! I called the Ambassador line and initially got told my reservations (I had 3 different hotels in same city, 2 Marriott and 1 Sheraton) were made via a travel agent, explained no all done on Marriott.com, got no where so asked to be transfered. Second agent told me initially it was because the hotel was sold out of suites (it wasn't) and then when took her thru the other 2 reservations and same issue she firstly tried to tell me once again due to all being sold out! Asked her to check and eventually admitted maybe not and then got the line that it must be a 'System Limitation' when I asked what that meant all I got back was it means there is a system limitation. At this point I asked to speak to a supervisor, after a 25 minute wait finally did!
He initially told me they were travel agent bookings, went into that, then told if a hotel has sold out of suites you cannot apply SNA's explained well that isn't how it works and in any case that isnt the case here. He then told me it must be that and was getting quite forceful on the phone that I wouldn't just agree and that I felt I should be able to use my earned and chosen reward. Luckily while on hold I had looked at this thread, so I made a non advance rate booking for the same dates while speaking to him and asked him to then try that reservation and he could then see SNA's could be applied! This made him change attitude somewhat, he still could do nothing about the issue apart from report it and raise a complaint file for me, but I have to say considering the issue is common I would think Marriott should have alerted its supervisors to it, rather than having them essentially making stuff up to try and shut guests up!
Overall a really poor performance by Marriott and handling of a bad IT situation made far worse by the complete lack of taking ownership of it! That said to me that seems to be the Marriott way!
He initially told me they were travel agent bookings, went into that, then told if a hotel has sold out of suites you cannot apply SNA's explained well that isn't how it works and in any case that isnt the case here. He then told me it must be that and was getting quite forceful on the phone that I wouldn't just agree and that I felt I should be able to use my earned and chosen reward. Luckily while on hold I had looked at this thread, so I made a non advance rate booking for the same dates while speaking to him and asked him to then try that reservation and he could then see SNA's could be applied! This made him change attitude somewhat, he still could do nothing about the issue apart from report it and raise a complaint file for me, but I have to say considering the issue is common I would think Marriott should have alerted its supervisors to it, rather than having them essentially making stuff up to try and shut guests up!
Overall a really poor performance by Marriott and handling of a bad IT situation made far worse by the complete lack of taking ownership of it! That said to me that seems to be the Marriott way!
Dec 8, 2018, 6:12 am
#407
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
So just had the issue with SNA's on advance purchase rates! I called the Ambassador line and initially got told my reservations (I had 3 different hotels in same city, 2 Marriott and 1 Sheraton) were made via a travel agent, explained no all done on Marriott.com, got no where so asked to be transfered. Second agent told me initially it was because the hotel was sold out of suites (it wasn't) and then when took her thru the other 2 reservations and same issue she firstly tried to tell me once again due to all being sold out! Asked her to check and eventually admitted maybe not and then got the line that it must be a 'System Limitation' when I asked what that meant all I got back was it means there is a system limitation. At this point I asked to speak to a supervisor, after a 25 minute wait finally did!
He initially told me they were travel agent bookings, went into that, then told if a hotel has sold out of suites you cannot apply SNA's explained well that isn't how it works and in any case that isnt the case here. He then told me it must be that and was getting quite forceful on the phone that I wouldn't just agree and that I felt I should be able to use my earned and chosen reward. Luckily while on hold I had looked at this thread, so I made a non advance rate booking for the same dates while speaking to him and asked him to then try that reservation and he could then see SNA's could be applied! This made him change attitude somewhat, he still could do nothing about the issue apart from report it and raise a complaint file for me, but I have to say considering the issue is common I would think Marriott should have alerted its supervisors to it, rather than having them essentially making stuff up to try and shut guests up!
Overall a really poor performance by Marriott and handling of a bad IT situation made far worse by the complete lack of taking ownership of it! That said to me that seems to be the Marriott way!
He initially told me they were travel agent bookings, went into that, then told if a hotel has sold out of suites you cannot apply SNA's explained well that isn't how it works and in any case that isnt the case here. He then told me it must be that and was getting quite forceful on the phone that I wouldn't just agree and that I felt I should be able to use my earned and chosen reward. Luckily while on hold I had looked at this thread, so I made a non advance rate booking for the same dates while speaking to him and asked him to then try that reservation and he could then see SNA's could be applied! This made him change attitude somewhat, he still could do nothing about the issue apart from report it and raise a complaint file for me, but I have to say considering the issue is common I would think Marriott should have alerted its supervisors to it, rather than having them essentially making stuff up to try and shut guests up!
Overall a really poor performance by Marriott and handling of a bad IT situation made far worse by the complete lack of taking ownership of it! That said to me that seems to be the Marriott way!
Dec 8, 2018, 9:08 am
#408
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
I grew up in an era where customer support was an advocate FOR THE CUSTOMER within a company, just like HR was an advocate for the employee. Today that seems to have turned 180 degrees and CSRs work hard to defend the company regardless what is going wrong. Your story sounds like even the supervisor (and do you really know if it was a supervisor or just a fellow CSR?) has adopted the "excuse the error" philosophy instead of how can we fix if approach. It sounds like you've done due diligence to get some attention to this problem and maybe it's time to bump it up to the corporate offices to see if they can muster the proper resources? I'm sure they are working on some very serious problems and may not have the resources right now to deal with the SNAs, but it needs to get on their radar as something that needs fixing too.
You would have thought in the face of a huge data breach they maybe would up their customer service game and say lets do everything to keep guest especially those doing 150ish nights a year happy, but actually so far I feel its the opposite!
Dec 8, 2018, 10:10 pm
#409
FlyerTalk Evangelist
Join Date: Oct 1999
Location: So Fla & NYC
Programs: DL DM/2MM, UA MM, BV LT Titanium, HH Diamond
Posts: 23,766
SPG Suite Night Awards at Marriott Hotels
I have a reservation for next Thursday at the Boscolo Exedra in Nice and when I tried to apply Suite Night Awards that were left from SPG, to my surprise they were accepted and I was notified that they were being held for the possible upgrade.
I did not think that given Marriott's attitude toward suite upgrades that there was any chance of them being carried over into the new program, especially when trying to apply them at legacy Marriott hotels.
So we shall see what happens since I am now crossing the five day threshhold and will begin to keep an eye on that situation. Report will follow.
I did not think that given Marriott's attitude toward suite upgrades that there was any chance of them being carried over into the new program, especially when trying to apply them at legacy Marriott hotels.
So we shall see what happens since I am now crossing the five day threshhold and will begin to keep an eye on that situation. Report will follow.
Last edited by monitor; Dec 8, 2018 at 10:15 pm
Dec 9, 2018, 9:29 am
#410
Join Date: Dec 2007
Location: Canada
Posts: 1,511
It is a prepaid standard rate...........one I have used many times before.
Ok. Update as I just read through the thread over the last few days. SNA's cannot be applied to advance purchases??? WOW........I had no idea that changed! So Marriott is getting a guarantee from me by purchasing the room and this is what they do! These guys are unbelievable and they simply DO NOT CARE.
Ok. Update as I just read through the thread over the last few days. SNA's cannot be applied to advance purchases??? WOW........I had no idea that changed! So Marriott is getting a guarantee from me by purchasing the room and this is what they do! These guys are unbelievable and they simply DO NOT CARE.
Dec 9, 2018, 12:00 pm
#411
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
It is a prepaid standard rate...........one I have used many times before.
Ok. Update as I just read through the thread over the last few days. SNA's cannot be applied to advance purchases??? WOW........I had no idea that changed! So Marriott is getting a guarantee from me by purchasing the room and this is what they do! These guys are unbelievable and they simply DO NOT CARE.
Ok. Update as I just read through the thread over the last few days. SNA's cannot be applied to advance purchases??? WOW........I had no idea that changed! So Marriott is getting a guarantee from me by purchasing the room and this is what they do! These guys are unbelievable and they simply DO NOT CARE.
Dec 9, 2018, 1:40 pm
#412
Join Date: Jun 2011
Posts: 378
What a mess. It took me three weeks of calling to finally get mine back. I got some points for the trouble, but I'd rather have my 3 hours back.
Dec 9, 2018, 5:40 pm
#413
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
I had this exact same problem. The root of the problem is that there is a bug in their system when you cancel a reservation with SNAs applied. The system doesn't always return your SNAs to your account. Marriott hasn't yet developed a way for supervisors to manually issue SNAs to fix these situations, so the only current way it can get fixed is for someone in IT to find your cancelled reservation, and somehow restore the SNAs to your account from that reservation.
What a mess. It took me three weeks of calling to finally get mine back. I got some points for the trouble, but I'd rather have my 3 hours back.
What a mess. It took me three weeks of calling to finally get mine back. I got some points for the trouble, but I'd rather have my 3 hours back.
Dec 9, 2018, 6:11 pm
#414
Join Date: Feb 2000
Location: Denver, CO, USA
Programs: Former 1KMM now free as UA Gold MM, former HH D, Marriott Lifetime Plat
Posts: 1,121
I have a newbie question. I just redeemed my 50 night choice for 5 SNAs. I got an email confirming said choice, but cannot see them in my account. Further, when I select hotels that ought to have upgradable space (Westin, Sheraton) I see nothing in my reservation about upgrades. One, as indicated above, might be considered a non-modifiable booking, but the other is definitely not. What am I missing here? Thanks...
Dec 9, 2018, 6:15 pm
#415
Join Date: Jul 2015
Posts: 88
My takeaway is this is an error and all occurrences need to be reported to MPG. Unfortunately many CSRs are in a mode to excuse the error as being the new rules and not run it up the chain for confirmation. Maybe this is from past experience. Maybe this is from fear of being tagged a trouble maker. If the CSR is not willing to accept this as an error then take it directly to corporate.
I have a newbie question. I just redeemed my 50 night choice for 5 SNAs. I got an email confirming said choice, but cannot see them in my account. Further, when I select hotels that ought to have upgradable space (Westin, Sheraton) I see nothing in my reservation about upgrades. One, as indicated above, might be considered a non-modifiable booking, but the other is definitely not. What am I missing here? Thanks...
Dec 9, 2018, 8:52 pm
#416
Join Date: Jun 2011
Posts: 378
I had the opposite problem. I wanted to cancel a reservation with SNA attached (Luxury Collection). I called 3-4 times to have the SNA removed. Every agent I spoke to could not do it and promised to escalate. SNA never removed. Finally I just canceled the reservation and SNA was returned to my account the next day.
Once I got the SNAs back, it took another night before I could apply them to the reservation I wanted to use them for. We'll see if it actually clears.
Dec 10, 2018, 12:56 pm
#418
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: 100,404
I sure hope so, given the difficulties we've had with using them.
When was the previous extension granted and what were the circumstances? I don't remember that happening.
When was the previous extension granted and what were the circumstances? I don't remember that happening.
Dec 10, 2018, 1:02 pm
#419
Join Date: Mar 2008
Location: SFO
Programs: UA 1K & 1MM, Bonvoy Titanium Elite Lifer, Hertz Prez
Posts: 232
Dec 10, 2018, 1:17 pm
#420
Join Date: Feb 2010
Programs: MR-Amb, Hyatt-Globalist, AA-EXP
Posts: 1,744
I'm still chasing 5 of my 2019 SNAs that disappeared with a cancelled reservation. Plus for some reason, a reservation last month used 2 of the 2019 SNAs when I had 5 2018 SNAs available. I applied them before the website started differentiating between the two sets, so I had no way of telling which batch were applied where.