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 16, 2019, 4:07 am
#706
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
So I just got pre-upgraded to a suite at Sheraton Grand Los Angeles, before the SNA window - should I cancel the SNA?
Feb 16, 2019, 5:11 am
#707
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
Out of curiosity, can you tell if it is a higher upgrade than what is in the SNA pool? How many days until you reach the 5 day window?
Feb 16, 2019, 8:27 am
#708
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Let us know what you decide to do and what happens!
Feb 16, 2019, 11:48 am
#709
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
Thank you both. It appears to be an upgrade to the SNA suite category, given at least four days before the SNA window opens.
I'll probably just leave it out of fear of screwing something up.
I'll probably just leave it out of fear of screwing something up.
Feb 16, 2019, 2:31 pm
#710
Join Date: Feb 2015
Posts: 229
Here's the latest on my attempt to SNA at St. Regis NYC. To recap:
1. Notified by email my SNA had cleared. Reservation immediately disappears without a trace from website and app.
2. Reservation reappears several days later. Shows "upgrade" to base level (Superior) room. Call St. Regis NYC reservations, agent tells me to pound sand.
3. Rooms manager calls me back at end of day and apologizes profusely. Confirms me into a Madison suite, which shows on my reservation.
So all good. well not quite:
4. This afternoon, reservation suddenly shows Grand Luxe room, i.e., not a suite. Call hotel. Front desk tells me I've been "upgraded" to a Grand Luxe room. No, I was downgraded from my confirmed suite. Lengthy hold for FDM.
5. FDM apologizes profusely for the downgrade. She assures me I'm reconfirmed into a Madison suite and that she will be advising all managers not to mess with my reservation again.
Reservation on the app still shows "Grand Luxe." Not sure what will happen at check-in tomorrow, but it should be interesting.
1. Notified by email my SNA had cleared. Reservation immediately disappears without a trace from website and app.
2. Reservation reappears several days later. Shows "upgrade" to base level (Superior) room. Call St. Regis NYC reservations, agent tells me to pound sand.
3. Rooms manager calls me back at end of day and apologizes profusely. Confirms me into a Madison suite, which shows on my reservation.
So all good. well not quite:
4. This afternoon, reservation suddenly shows Grand Luxe room, i.e., not a suite. Call hotel. Front desk tells me I've been "upgraded" to a Grand Luxe room. No, I was downgraded from my confirmed suite. Lengthy hold for FDM.
5. FDM apologizes profusely for the downgrade. She assures me I'm reconfirmed into a Madison suite and that she will be advising all managers not to mess with my reservation again.
Reservation on the app still shows "Grand Luxe." Not sure what will happen at check-in tomorrow, but it should be interesting.
Feb 16, 2019, 4:32 pm
#711
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
lol, it was comical.
Sometime last night, my reservation switched to show "Madison suite." Nonetheless, at check-in, the FDA tried to tell me I was booked into a Deluxe room (one category up from base Superior). I told the FDA that two separate managers (rooms manager and FDM) had confirmed me into a Madison suite, and that I was assured I would have one at check-in. I showed him a screen shot taken this morning showing Madison suite. Then I pulled up the reservation on my phone, which now showed an Astor suite. He disappeared in the back for a looooong time, then came back and offered me a St. Regis suite (which is above the Astor and the Madison). So success, but my it took an awful lot of effort. I think I spent about $3k in billable time dealing with this the past few days
Sometime last night, my reservation switched to show "Madison suite." Nonetheless, at check-in, the FDA tried to tell me I was booked into a Deluxe room (one category up from base Superior). I told the FDA that two separate managers (rooms manager and FDM) had confirmed me into a Madison suite, and that I was assured I would have one at check-in. I showed him a screen shot taken this morning showing Madison suite. Then I pulled up the reservation on my phone, which now showed an Astor suite. He disappeared in the back for a looooong time, then came back and offered me a St. Regis suite (which is above the Astor and the Madison). So success, but my it took an awful lot of effort. I think I spent about $3k in billable time dealing with this the past few days
Feb 16, 2019, 7:47 pm
#712
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
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 17, 2019, 10:11 am
#714
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
Yes to everything except for Ritz Carlton and probably many conference rates (and any unusual corporate rates which cut out the Bonvoy scheme altogether, I presume).
Feb 17, 2019, 11:22 am
#715
Join Date: Feb 2010
Location: YVR
Programs: United Silver, Bonvoy Titanium, Hyatt Explorist
Posts: 378
Do some SNA pools include no suites? I was checking the Kauaii Marriott SNA upgradeable room types and they have about 6 choices of rooms, which are all pretty much the same size room, but with either different bedding types or varying degrees of better views. Somewhat underwhelming choices.
Feb 17, 2019, 12:50 pm
#716
Join Date: Mar 2005
Location: NYC
Programs: United 1P
Posts: 688
Feb 17, 2019, 1:07 pm
#717
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
Well my first experience of using a SNA has paid off at the Cardiff Marriott. I’ve stayed here at least once most years over the last decade. I say this not to assert I’m a valuable regular, I’m clearly not, but I’ve probably had a dozen stays here and not once been upgraded to a suite. I’ve always had some upgrade, but never a suite. No problem because it’s always been work related but this time it was with the missus and so I applied one of my 5 SNAs and it cleared. I very, very much doubt I’d have cleared a suite here relying on the checkin upgrade which hasn’t resulted in a suite on numerous opportunities meaning this is a successful SNA and if it continues to pan out that way will mean these are a valuable addition to the program. Of course, I fully realise 1 swallow doesn’t make a Spring, but I plan to continue applying them and will watch progress. Next stay is Canary Wharf Marriott. Again, probably a dozen stays over a decade and never once a Suite upgrade. Let’s see...
Feb 17, 2019, 3:26 pm
#718
Join Date: Dec 2014
Posts: 13
Feb 17, 2019, 3:54 pm
#719
Join Date: Nov 2009
Posts: 1,060
Has anyone applied suite certs to Residence Inn? Many have 2-bedroom suite. I assume if use points to book a 1-bedroom suite, the upgrade should be 2-bedroom suite? Is there anyway to undo a cert if we are not happy with the upgrade like from a 1-bedroom to a 1-bedroom "superior view" or some other crap...
Feb 17, 2019, 4:00 pm
#720
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
And everyone can potentially benefit (at least for another six weeks) from 60k awards for the top SPG properties. That's a huge reduction from what you had to pay under the SPG program.