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
Mar 31, 2019, 12:55 pm
#931
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Join Date: Apr 2013
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What a Pathetic Joke
So again. I get the "Your Upgrade Has Been Confirmed" email from Marriott for upcoming stay in Waikiki. So I go to the App:
Yup. Same room I booked. (And the only upgrade option I selected was an Ocean Front Junior Suite.)
I am so sick of this nonsense.
Yup. Same room I booked. (And the only upgrade option I selected was an Ocean Front Junior Suite.)
I am so sick of this nonsense.
Mar 31, 2019, 12:59 pm
#932
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
If I were you, I would stand my ground and demand the confirmed suite.
Mar 31, 2019, 1:01 pm
#933
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Mar 31, 2019, 1:12 pm
#934
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
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If you select room type X for an SNA, and you get the SNA clear notification, you are entitled to room type X. Demand to be given that room type.
If they computer screwed up, that's on them.
You should have emails as documentation to support your claim. Take a screenshot of your room selection when you make the SNA request.
If they computer screwed up, that's on them.
You should have emails as documentation to support your claim. Take a screenshot of your room selection when you make the SNA request.
Mar 31, 2019, 1:35 pm
#935
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It's also quite likely the suites are not there, since the website shows nothing higher than an Ocean Front guest room available for sale. I expect they would give me whatever is available at check-in. If there are no suites (and based on the inventory, and my arrival time, there are not likely to be), it's not like they're going to kick someone out to give me the room.
Mar 31, 2019, 2:10 pm
#936
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Sorry, I do not consider that advice sound. At all. One of the keys to being successful at this game is knowing when you have the cards and when you do not. In this situation, the cards are not there, since the property never actually confirmed me into the requested room type (or any type of upgraded room at all).
It's also quite likely the suites are not there, since the website shows nothing higher than an Ocean Front guest room available for sale. I expect they would give me whatever is available at check-in. If there are no suites (and based on the inventory, and my arrival time, there are not likely to be), it's not like they're going to kick someone out to give me the room.
It's also quite likely the suites are not there, since the website shows nothing higher than an Ocean Front guest room available for sale. I expect they would give me whatever is available at check-in. If there are no suites (and based on the inventory, and my arrival time, there are not likely to be), it's not like they're going to kick someone out to give me the room.
In your case, this seems like computer error to me. If your SNAs cleared that means the computer found available inventory. ITA with Helvetic. You should get your suite. (And remember that hotels almost ALWAYS have some rooms that they don't list but hold off the market for VIP guests)
Mar 31, 2019, 6:42 pm
#937
Join Date: Jan 2013
Location: BOS
Programs: AA EXP, DL PM, Hyatt Diamond
Posts: 2,028
@Kacee, looks like I am about to go through the same saga as you did with the StR NY. Got an email today my SNAs cleared for my 5 night stay coming up on 4/4, but the reservation disappeared. I called the hotel and they confirmed that the SNA did clear, but couldn’t tell me what room category. They also said that I chose to have my SNA work on suites and premium rooms, which is certainly not true. I asked for them to send me a confirmation email, but its been 4 hours and I’ve gotten nothing. Here we go...
Apr 1, 2019, 10:42 am
#938
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@Kacee, looks like I am about to go through the same saga as you did with the StR NY. Got an email today my SNAs cleared for my 5 night stay coming up on 4/4, but the reservation disappeared. I called the hotel and they confirmed that the SNA did clear, but couldn’t tell me what room category. They also said that I chose to have my SNA work on suites and premium rooms, which is certainly not true. I asked for them to send me a confirmation email, but its been 4 hours and I’ve gotten nothing. Here we go...
Apr 1, 2019, 8:15 pm
#939
Join Date: Apr 2009
Location: BC, Canada
Programs: Bonvoy Titanium Elite, VSE/MVC Chairman's Club
Posts: 546
Yet another of the same data point -- one night stay at the Westin South Coast Plaza.
The SNA cleared 4 days in advance, and the entire reservation promptly disappeared (could not be looked up by confirmation number). Fired off note to my Ambassador to follow-up to make the reservation was still there (we were already away from home and it was inconvenient to keep babysitting this myself), said it showed correctly in their internal systems and the property also saw it. Next day the reservation came back and was able to check the room type showed a 1BR Suite.
Got to the property and after settling in, of course we realized that we were back in the pre-upgrade room type (doesn't appear to be a huge difference in room types, so hard to tell just by looking, but the app didn't show we were in the Suite). I didn't want to go deal with it, so just left it and fired off another note to the my Ambassador saying that I want my SNA back as I didn't get the confirmed upgraded.
Will see what happens...
The SNA cleared 4 days in advance, and the entire reservation promptly disappeared (could not be looked up by confirmation number). Fired off note to my Ambassador to follow-up to make the reservation was still there (we were already away from home and it was inconvenient to keep babysitting this myself), said it showed correctly in their internal systems and the property also saw it. Next day the reservation came back and was able to check the room type showed a 1BR Suite.
Got to the property and after settling in, of course we realized that we were back in the pre-upgrade room type (doesn't appear to be a huge difference in room types, so hard to tell just by looking, but the app didn't show we were in the Suite). I didn't want to go deal with it, so just left it and fired off another note to the my Ambassador saying that I want my SNA back as I didn't get the confirmed upgraded.
Will see what happens...
Apr 1, 2019, 8:19 pm
#940
Join Date: Jan 2013
Location: BOS
Programs: AA EXP, DL PM, Hyatt Diamond
Posts: 2,028
Yes, that sounds very similar. I hope you don't get put through the same run-around I did. btw, I found I had to talk to a manager to get any traction at all, but then someone else would downgrade me out of the suite the manager had comfirmed me into. It worked out in the end, so I hope that's your ultimate result.
Apr 1, 2019, 8:30 pm
#941
Join Date: Aug 2011
Programs: Marriott Bonvoy Ambassador
Posts: 598
Had a similar problem with reservation disappearing after SNA clearing at St. Regis Bal Harbour - FDM confirmed/updated the reservation and now I can see it again on my end, showing the upgraded suite.
Apr 2, 2019, 10:16 pm
#942
Join Date: Dec 2011
Posts: 284
Dear all, first time using SNA and it came through this morning with a confirmation email.
When I made the request earlier, I have chosen 2 room type options. Now I see 3 reservations under my bookings. And all 3 are prompting me to mobile check in when I open the app.
So should I do the check in on my original reservation number?
When I made the request earlier, I have chosen 2 room type options. Now I see 3 reservations under my bookings. And all 3 are prompting me to mobile check in when I open the app.
So should I do the check in on my original reservation number?
Apr 2, 2019, 11:10 pm
#943
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Apr 3, 2019, 4:32 am
#944
Join Date: Dec 2011
Posts: 284
Thanks, I just mobile checked in with my original reservation which has the upgraded room type. Now things started to get a bit interesting. My credit card just got charged ( or authorizated?) the amount of one of the 2 other reservations not made by me. Should I cancel the 2 reservations or they will disappear later?
Apr 3, 2019, 7:14 am
#945
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Thanks, I just mobile checked in with my original reservation which has the upgraded room type. Now things started to get a bit interesting. My credit card just got charged ( or authorizated?) the amount of one of the 2 other reservations not made by me. Should I cancel the 2 reservations or they will disappear later?