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
Feb 8, 2019, 9:40 pm
#677
Join Date: Jun 2013
Posts: 331
Hey all,
I selected some SNAs as my SPG choice benefit on June 10, 2018 (I have the email confirming they were deposited on that date).
I thought they lasted until December 31 of the year following that in which they were earned. So, December 31, 2019.
But mine expired on December 31, 2018!
Marriott Support tell me that this is correct. Can anyone else advise as I’m starting to doubt myself!
I selected some SNAs as my SPG choice benefit on June 10, 2018 (I have the email confirming they were deposited on that date).
I thought they lasted until December 31 of the year following that in which they were earned. So, December 31, 2019.
But mine expired on December 31, 2018!
Marriott Support tell me that this is correct. Can anyone else advise as I’m starting to doubt myself!
Feb 9, 2019, 8:38 am
#679
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
SUG question
Question if I need to do anything else to make sure I dont get shafted.
C&P stay for next week in NOLA. I requested SNA for the stay, selectively choosing only 1 suite that appealed to me.
On Thursday I was notified that my request was approved and my stay info now showed the suite I requested. Based on my past experience at NYC Marriott Marquis, I screenshot the upgrade. Marquis tried to give me a Square view as my SNA in lieu of a suite which was what was requested. When I balked, they said that they could not see what I requested, just the upgrade.
Today I check online and in the app, it says my SNA was approved, but now room type is a traditional King?
I called the SPG platinum number, they also see the same as me, but that the award is approved. They put me on hold, call the FD at the property, Jennifer says her end shows the suite I requested.
C&P stay for next week in NOLA. I requested SNA for the stay, selectively choosing only 1 suite that appealed to me.
On Thursday I was notified that my request was approved and my stay info now showed the suite I requested. Based on my past experience at NYC Marriott Marquis, I screenshot the upgrade. Marquis tried to give me a Square view as my SNA in lieu of a suite which was what was requested. When I balked, they said that they could not see what I requested, just the upgrade.
Today I check online and in the app, it says my SNA was approved, but now room type is a traditional King?
I called the SPG platinum number, they also see the same as me, but that the award is approved. They put me on hold, call the FD at the property, Jennifer says her end shows the suite I requested.
Feb 9, 2019, 8:48 am
#680
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
You've put them on notice that you'll be expecting the suite that was confirmed. At this time, there isn't much you can do other than to review the "walk" policies and consider whether there are other Starriott properties that you would consider to be acceptable substitutes for a suite stay if your confirmed suite isn't available and given to you when you check in.
I'd bring printouts of the relevant confirmations and policies/T&Cs when you check in as I would expect NOLA hotels to be full next week.
I'd bring printouts of the relevant confirmations and policies/T&Cs when you check in as I would expect NOLA hotels to be full next week.
Feb 11, 2019, 12:44 pm
#681
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
So I just got confirmation that my SNA at St. Regis NYC cleared for this weekend. On an award stay, no less. Sweet!
But now my reservation has disappeared from both the app and the website. Anyone experienced this before?
But now my reservation has disappeared from both the app and the website. Anyone experienced this before?
Feb 11, 2019, 4:34 pm
#682
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
There are quite a few reports in this thread of reservations disappearing after SNA was approved. Also, the system does not differentiate between a revenue stay or an award stay for purposes of SNA approval. I believe it has more to do with when the SNA was submitted. Enjoy!
Feb 11, 2019, 8:10 pm
#683
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
Are you able to access the reservation with the confirmation number using the missing reservation link above your current reservations?
Feb 11, 2019, 10:14 pm
#684
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
Feb 11, 2019, 11:27 pm
#685
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
I assume it's just a bug, but did anyone else just get 5 additional SNA deposited in their account? (Expiring Dec 31, 2019, meaning they were presumably for 2018 qualifying year).
I had already consumed all but 1 of my 10 SNA for 2019 and now have 6 total. All previously applied SNA remain attached to my reservations.
Edit: I was able to apply these "free" SNA to a reservation. If it's a bug, they'll have to steal them back from me.
I had already consumed all but 1 of my 10 SNA for 2019 and now have 6 total. All previously applied SNA remain attached to my reservations.
Edit: I was able to apply these "free" SNA to a reservation. If it's a bug, they'll have to steal them back from me.
Last edited by ethernal; Feb 11, 2019 at 11:34 pm
Feb 12, 2019, 3:46 pm
#687
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,570
I assume it's just a bug, but did anyone else just get 5 additional SNA deposited in their account? (Expiring Dec 31, 2019, meaning they were presumably for 2018 qualifying year).
I had already consumed all but 1 of my 10 SNA for 2019 and now have 6 total. All previously applied SNA remain attached to my reservations.
Edit: I was able to apply these "free" SNA to a reservation. If it's a bug, they'll have to steal them back from me.
I had already consumed all but 1 of my 10 SNA for 2019 and now have 6 total. All previously applied SNA remain attached to my reservations.
Edit: I was able to apply these "free" SNA to a reservation. If it's a bug, they'll have to steal them back from me.
It was an unannounced bonus from Marriott or it was a bug. One of the two. Sadly, this is a year when I don't have any really great vacations planned to Marriotts where an SNA would be worth something. Burning down a lot of Hilton and Hyatt this year... Ah well, maybe this'll incentivize us to hit a couple weekend getaways in Chicago or New York or something.
Feb 12, 2019, 5:12 pm
#688
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,209
Feb 12, 2019, 5:23 pm
#689
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
Feb 12, 2019, 6:11 pm
#690
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,038
I assume it's just a bug, but did anyone else just get 5 additional SNA deposited in their account? (Expiring Dec 31, 2019, meaning they were presumably for 2018 qualifying year).
I had already consumed all but 1 of my 10 SNA for 2019 and now have 6 total. All previously applied SNA remain attached to my reservations.
Edit: I was able to apply these "free" SNA to a reservation. If it's a bug, they'll have to steal them back from me.
I had already consumed all but 1 of my 10 SNA for 2019 and now have 6 total. All previously applied SNA remain attached to my reservations.
Edit: I was able to apply these "free" SNA to a reservation. If it's a bug, they'll have to steal them back from me.