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
Jan 8, 2019, 5:00 pm
#601
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
(I could not even apply the SNAs in my SPG account to my reservation which was in my Marriott account, still uncombined. I asked an agent if she could change my loyalty number on the reservation from my Marriott # to my SPG # and she couldn't even do that.)
Jan 9, 2019, 9:15 am
#603
Join Date: Mar 2007
Location: MSP
Programs: Marriott Lifetime Titanium, UA Silver, Hertz 5*
Posts: 913
Physically impossible. Agents cannot process the SNA for you. You have to log into your account with the reservation and apply the SNAs that are in your account. Cannot draw them from a different account. Sorry.
(I could not even apply the SNAs in my SPG account to my reservation which was in my Marriott account, still uncombined. I asked an agent if she could change my loyalty number on the reservation from my Marriott # to my SPG # and she couldn't even do that.)
(I could not even apply the SNAs in my SPG account to my reservation which was in my Marriott account, still uncombined. I asked an agent if she could change my loyalty number on the reservation from my Marriott # to my SPG # and she couldn't even do that.)
Jan 9, 2019, 1:51 pm
#605
Join Date: Jun 2016
Location: London
Programs: BA Silver, Marriott Platinum, Hilton Gold
Posts: 302
Not sure if this is the correct place to ask. However I have a reservation at the W Verbier for next Wednesday to the following Monday (I know SNA is unlikely due to time of year but worth a shot) this stay is done on points. The issue is, I raised with Marriot a month ago I was unable to use my SNA as it was throwing an error.
After no success on the phone I contacted SPG assist on Twitter, and they have said they are working on it (since 16th December). They still no closer to getting my SNA on the reservation and are refusing to do anything manually. They have only said they can request an upgrade but this upgrade won’t be the same as a SNA.
Any tips or advise,
After no success on the phone I contacted SPG assist on Twitter, and they have said they are working on it (since 16th December). They still no closer to getting my SNA on the reservation and are refusing to do anything manually. They have only said they can request an upgrade but this upgrade won’t be the same as a SNA.
Any tips or advise,
Jan 9, 2019, 3:12 pm
#606
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Not sure if this is the correct place to ask. However I have a reservation at the W Verbier for next Wednesday to the following Monday (I know SNA is unlikely due to time of year but worth a shot) this stay is done on points. The issue is, I raised with Marriot a month ago I was unable to use my SNA as it was throwing an error.
After no success on the phone I contacted SPG assist on Twitter, and they have said they are working on it (since 16th December). They still no closer to getting my SNA on the reservation and are refusing to do anything manually. They have only said they can request an upgrade but this upgrade won’t be the same as a SNA.
Any tips or advise,
After no success on the phone I contacted SPG assist on Twitter, and they have said they are working on it (since 16th December). They still no closer to getting my SNA on the reservation and are refusing to do anything manually. They have only said they can request an upgrade but this upgrade won’t be the same as a SNA.
Any tips or advise,
Jan 9, 2019, 3:49 pm
#607
Join Date: Mar 2002
Location: London, Vancouver, Tokyo, San Francisco, NYC
Posts: 265
After long time of site down, now they say as this. What can we do for applying them for January
The January 14, 2019, deadline for choosing your Annual Choice Benefit has been extended to February 7, 2019.
Originally Posted by https://choice-benefit.marriott.com/en-us/marriott-rewards
Maintenance
Thank you for your patience while we work to have the Annual Choice Benefit site back up and running. Please revisit this site the week of January 14.The January 14, 2019, deadline for choosing your Annual Choice Benefit has been extended to February 7, 2019.
Jan 9, 2019, 5:55 pm
#608
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
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.
If someone could confirm that this does work, we could add it to the wiki. Have a go and let us know.
Jan 13, 2019, 10:06 am
#609
Join Date: Dec 2011
Location: Singapore
Programs: SPG Plat, HH Gold, CX DM, A3 Gold
Posts: 49
Doesn't work for me. Got an error msg: We’re temporarily unable to display the information you requested.Please try again later.
Jan 14, 2019, 6:36 am
#610
Join Date: Dec 2011
Posts: 284
Just to be clear, SNA cannot be used towards prepaid rates and also if the night is paid by points? I must pay extra for a standard rates so that I could apply SNA?
Jan 14, 2019, 9:06 am
#611
Join Date: Feb 2013
Programs: Hyatt Globalist, Bonvoy Titanium, Bonvoy Lifetime Gold
Posts: 220
I am staying at the Sheraton Grand Sydney Hyde Park starting on Friday, for a five night stay. Early on Sunday (around midnight), I got an e-mail that my Suite Night Award cleared for the stay. Then the reservation disappeared from my Marriott account. The Marriott App and online account still indicate that there are 2 reservations but only my subsequent one is listed. Searching by confirmation number of the missing reservation turns up nothing. I phoned the Platinum line and they say that they can see the missing reservation, but that while the system is updating the SNA upgrade it doesn't display the reservation in the account -- it should update within 48 hours. By which point I will be on a plane to the other side of the planet -- which is extremely disconcerting. Has anyone else had an experience like this, or can anyone confirm that this is a "normal" if absurd experience? I'm terrified of starting the journey to Sydney with the fear that a Marriott IT fail will torpedo all of my hotel plans.
Edit 1/14/2019:
Now neither of my reservations is listed.
Edit 1/14/2019:
Now neither of my reservations is listed.
Last edited by YYZtoDCA; Jan 14, 2019 at 9:37 am Reason: Update
Jan 14, 2019, 2:39 pm
#613
Join Date: Feb 2013
Programs: Hyatt Globalist, Bonvoy Titanium, Bonvoy Lifetime Gold
Posts: 220
I had the exact same issue, and it is apparently a 'known' issue.
Your reservation 'probably' still exists - easiest answer is to call the hotel and speak to someone at the front desk, and check that it is on their local reservations system.
Alternatively, there is a 'second' central reservations system, that a member of Marriott staff alluded to when I spoke with them. Try asking someone at the helpdesk to check this system. (Sadly, I don't know what it's called).
Your reservation 'probably' still exists - easiest answer is to call the hotel and speak to someone at the front desk, and check that it is on their local reservations system.
Alternatively, there is a 'second' central reservations system, that a member of Marriott staff alluded to when I spoke with them. Try asking someone at the helpdesk to check this system. (Sadly, I don't know what it's called).
Jan 14, 2019, 3:40 pm
#614
Join Date: Aug 2005
Location: NYC, FLL
Programs: UA PP 1MM, Marriott Bonvoy LTTE, BA Gold
Posts: 6,319
SNA's can be used on Points stays. Just did it late December for a 2 night stay which cleared into a suite (but the reservation dropped off spg.com etc as reported elsewhere).
Jan 15, 2019, 9:46 am
#615
Join Date: Sep 2012
Location: Williamsburg, VA
Programs: DL DM, Bonvoy LTT, HH Diam, UA Silver, USAF million miler ;)
Posts: 1,596
Of course the same person said, in the same call, that the reason was "no other suites were available" and "that hotel doesn't take SNAs" but after I pushed back on both of those as being false (I had already called the hotel) I was put on hold for some period of time and then told the third story, above.
Can anyone confirm or cite T&Cs that cash+points stays are non-SNA?
Edit: Found this:
(1) Suite Night Awards may be used only on Loyalty Program eligible paid stays as well as Free Night Award stays and Cash & Points stays.
Last edited by orca15; Jan 15, 2019 at 9:53 am