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 18, 2018, 1:13 pm
#452
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I ALWAYS consider the proportion of suites when choosing any property and hoping to get a suite upgrade. I always temper my expectations whenever there is low proportion of suites (10% or less), especially if it’s a particularly large hotel with many rooms. Larger hotels with small proportions of suites usually are non-luxury brands in resort or convention locations, and often have corporate and VIP customers more willing to pay for actual suites, as well.
Last edited by bhrubin; Dec 18, 2018 at 1:43 pm
Dec 19, 2018, 8:27 am
#453
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
Not sure if this belongs here or in the Moana Surfirider thread-
I just booked 2 night for cash at the Moana Surfrider-- When I attempted to use SNAs, the only choices shown were for typical room upgrades-- for example "partial ocean view double room" was a choice. There were 8 rooms listed, ranging from partial to full ocean view, but no suites of any kind whatsoever. I called support (but not from my usual phone, so I think I just got the not platinum line). After a brief hold, I was told that "as a resort, the Moana Surfrider does not offer suite upgrades, room upgrades are what is available for SNAs at resort properties". This sounded unlike anything I had hear before. I asked if there was a written policy available that he could send me, but he wasn't able to that. He said he was reporting to me what the property told him by phone.
Has anyone else been told this?
I just booked 2 night for cash at the Moana Surfrider-- When I attempted to use SNAs, the only choices shown were for typical room upgrades-- for example "partial ocean view double room" was a choice. There were 8 rooms listed, ranging from partial to full ocean view, but no suites of any kind whatsoever. I called support (but not from my usual phone, so I think I just got the not platinum line). After a brief hold, I was told that "as a resort, the Moana Surfrider does not offer suite upgrades, room upgrades are what is available for SNAs at resort properties". This sounded unlike anything I had hear before. I asked if there was a written policy available that he could send me, but he wasn't able to that. He said he was reporting to me what the property told him by phone.
Has anyone else been told this?
Dec 19, 2018, 10:03 am
#454
Join Date: Nov 2003
Posts: 61
How Do SNAs Work?
Really unsure about this.
Have a one night stay coming up this weekend and received an email saying:We haven't yet been able to confirm your Suite Night Award(s)™ request for your upcoming reservation, but we'll keep checking until 2 p.m. the day before your arrival. Looked at the hotel website and they're selling suites for this weekend.
Realizing that the SNA process is automated. I called the PP line and spoke with a supervisor and asked what was going on. She in turn called the hotel and was told "if I wanted a suite, I could pay for it."
Does this sound correct?
Have a one night stay coming up this weekend and received an email saying:We haven't yet been able to confirm your Suite Night Award(s)™ request for your upcoming reservation, but we'll keep checking until 2 p.m. the day before your arrival. Looked at the hotel website and they're selling suites for this weekend.
Realizing that the SNA process is automated. I called the PP line and spoke with a supervisor and asked what was going on. She in turn called the hotel and was told "if I wanted a suite, I could pay for it."
Does this sound correct?
Dec 19, 2018, 10:20 am
#455
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
Really unsure about this.
Have a one night stay coming up this weekend and received an email saying:We haven't yet been able to confirm your Suite Night Award(s)™ request for your upcoming reservation, but we'll keep checking until 2 p.m. the day before your arrival. Looked at the hotel website and they're selling suites for this weekend.
Realizing that the SNA process is automated. I called the PP line and spoke with a supervisor and asked what was going on. She in turn called the hotel and was told "if I wanted a suite, I could pay for it."
Does this sound correct?
Have a one night stay coming up this weekend and received an email saying:We haven't yet been able to confirm your Suite Night Award(s)™ request for your upcoming reservation, but we'll keep checking until 2 p.m. the day before your arrival. Looked at the hotel website and they're selling suites for this weekend.
Realizing that the SNA process is automated. I called the PP line and spoke with a supervisor and asked what was going on. She in turn called the hotel and was told "if I wanted a suite, I could pay for it."
Does this sound correct?
And while you can always pay for a suite, the property seemingly avoiding upgrading a platinum who doesn't want to pay for one is not a good look.
Dec 19, 2018, 10:30 am
#457
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
Dec 19, 2018, 10:34 am
#458
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
Really unsure about this.
Have a one night stay coming up this weekend and received an email saying:We haven't yet been able to confirm your Suite Night Award(s)™ request for your upcoming reservation, but we'll keep checking until 2 p.m. the day before your arrival. Looked at the hotel website and they're selling suites for this weekend.
Realizing that the SNA process is automated. I called the PP line and spoke with a supervisor and asked what was going on. She in turn called the hotel and was told "if I wanted a suite, I could pay for it."
Does this sound correct?
Have a one night stay coming up this weekend and received an email saying:We haven't yet been able to confirm your Suite Night Award(s)™ request for your upcoming reservation, but we'll keep checking until 2 p.m. the day before your arrival. Looked at the hotel website and they're selling suites for this weekend.
Realizing that the SNA process is automated. I called the PP line and spoke with a supervisor and asked what was going on. She in turn called the hotel and was told "if I wanted a suite, I could pay for it."
Does this sound correct?
https://www.flyertalk.com/forum/marr...thread-15.html
Dec 19, 2018, 10:41 am
#459
Join Date: Nov 2003
Posts: 61
Thanks - and that makes perfect sense. Why doesn't Marriott just include an explanation like this (albeit worded better) on when one selects SNAs as their gift of Marriott Rewards FAQ page? The way its currently worded sounds like if a suite is available 5 nights out, its confirmed.
Dec 19, 2018, 11:14 am
#460
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
Thanks - and that makes perfect sense. Why doesn't Marriott just include an explanation like this (albeit worded better) on when one selects SNAs as their gift of Marriott Rewards FAQ page? The way its currently worded sounds like if a suite is available 5 nights out, its confirmed.
) So not all suites are eligible for SNA upgrades. Hotel may have two identical suites, one with a city view and one with a garden view, and only the city view is in the SNA pool. Unfortunately the process is not very transparent and causes a lot of frustration when people think that every suite should be available to upgrade with an SNA.But don't despair! When my SNAs don't clear (and I know there are some suites available), I mention at check-in that I applied an SNA which didn't clear, and would it be possible to assign me a different suite. Unless the hotel is sold out, I have a very good success rate at suite upgrades, at least at legacy SPG properties. No idea how legacy Marriott properties would feel about this since they don't seem too enthralled with legacy SPG benefits so far.
BTW, I've created a wiki with a quote of William's post so it will be more obvious for people who don't have a lot of SNA experience.
Dec 19, 2018, 1:10 pm
#461
Join Date: Apr 2007
Location: yyj
Programs: Aeorplan E 75, Marriott Rewards Plat
Posts: 101
I have to say I'm a bit disappointed I picked SNA's, of the 4 hotels in SE Asia I have booked in March that I was hoping to use these at not a single one has anything available. The suites that have be showing up in North American resos don't actually look much like suites, rather rooms I typically get for being plat anyway.
Dec 19, 2018, 2:30 pm
#462
Join Date: Apr 2018
Programs: Marriott Ambassador/United 1K
Posts: 68
Expiring SNAs
Hey folks,
I'm sure this question has been asked, but I can't find the answer.
I have 10 SNAs from 2018, and 10 in 2019.
Can I apply my 2018 SNAs to 2019 reservations I already have? Or do 2018 SNAs expire at the end of 2018, regardless of the reservation date?
I'm sure this question has been asked, but I can't find the answer.
I have 10 SNAs from 2018, and 10 in 2019.
Can I apply my 2018 SNAs to 2019 reservations I already have? Or do 2018 SNAs expire at the end of 2018, regardless of the reservation date?
Dec 19, 2018, 2:33 pm
#463
Join Date: Dec 2007
Location: SFO
Programs: UA 1MM, Marriott LTP, Hilton Gold, Hyatt Explorist, Hertz PC
Posts: 1,003
Am I supposed to receive an email one way or another 5 days prior to check-in? I have a reservation that checks in on the 24th (Monday), and I haven't received anything. The website/mobile app shows the SNA upgrade is pending. In fact, last week, I was upgraded to a larger room (not a suite) but last night I was downgraded back to my original room.
Dec 19, 2018, 3:20 pm
#464
Join Date: Jun 2000
Location: toronto
Posts: 914
I have an upcoming stay at the Westin Palace Madrid for Dec 24th through Dec 29th. I requested to use 5 SNA's through my Ambassador a few weeks ago.
Today I received an email that my SNA request was successfully processed. But when I go to my MR account, i no longer see that reservation listed under 'my trips'. The # of trips counter is correct at '4', but when I click to view reservations, it only pull up 3 future trips, and my Madrid stay is missing.
I tried searching the reservation based on the confirmation #, and it doesn't pull anything up.
Should I be worry that the SNA messed up my reservation?
Today I received an email that my SNA request was successfully processed. But when I go to my MR account, i no longer see that reservation listed under 'my trips'. The # of trips counter is correct at '4', but when I click to view reservations, it only pull up 3 future trips, and my Madrid stay is missing.
I tried searching the reservation based on the confirmation #, and it doesn't pull anything up.
Should I be worry that the SNA messed up my reservation?
Dec 19, 2018, 3:34 pm
#465
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]