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
Apr 12, 2019, 8:49 am
#1006
Join Date: Sep 2012
Location: YVR
Posts: 1,847
Best Chance for a SNA in Seattle for Family of Four?
I have 5 SNAs that I've been trying to use since September and I just can't seem to get them to go through!
I have a 2 night rip planned with my family in Seattle this summer and I'd love to be able to use them. Our dates are flexible, so I have an opportunity to try twice.
Can anyone recommend a Seattle hotel that has larger suites to comfortably accommodate 4 (at least 2 beds), and one with a greater number of suites, or better chances of a successful SNA?
I have a 2 night rip planned with my family in Seattle this summer and I'd love to be able to use them. Our dates are flexible, so I have an opportunity to try twice.
Can anyone recommend a Seattle hotel that has larger suites to comfortably accommodate 4 (at least 2 beds), and one with a greater number of suites, or better chances of a successful SNA?
Apr 13, 2019, 9:20 am
#1007
Join Date: Aug 2015
Programs: AA PLT PRO, Hilton Diamond, Marriott Plt. Premier
Posts: 587
I have pretty much given up on trying to get my SNA's back from the Sheraton SLC - when I selected what type of suite I wanted I ONLY picked the Chairman suite and I was notified I was upgraded when I got to the hotel they tried to put me in some other lesser suite I said no thanks, they told me to go through customer service to get my SNA's back, now customer service via twitter says it is up to the hotel. Here is my last twitter things, I am done with Marriott.
MARRIOTT: Thank you for providing us with this information. We have opened a case and sent it to the hotel's management. We have asked they connect with you directly. If we can be of further assistance, please do let us know.
ME:Fine I will no longer stay at Marriott's - I only have $8,000 in spend so far this year, but you have lost a customer to Hilton. I already cancelled 2 stays in Houston for the upcoming week and moved them to Hilton and will no longer book Marriott properties.
MARRIOTT: Thank you for providing us with this information. We have opened a case and sent it to the hotel's management. We have asked they connect with you directly. If we can be of further assistance, please do let us know.
ME:Fine I will no longer stay at Marriott's - I only have $8,000 in spend so far this year, but you have lost a customer to Hilton. I already cancelled 2 stays in Houston for the upcoming week and moved them to Hilton and will no longer book Marriott properties.
Apr 13, 2019, 4:10 pm
#1008
Join Date: Jun 2009
Location: Chicago (ORD)
Programs: Marriott Bonvoy Lifetime Titanium, UA Gold, AA Gold
Posts: 566
Chances of upgrade with 2 beds?
Have a room (at the Gwen Chicago) with 2 queens, which is important because our one night stay is with our kids. I have a feeling I won’t have so many chances to use my 5 SNAs this year (was saving for a 4 night points redemption with fifth night free but now am thinking that may not cone about this year). If I request a SNA what are the chances that suites would have 2 queens or 2 doubles? Will I have a chance to “approve” an upgrade choice before it taking effect? My assumption is that most suites have a single king bed but not sure whether I am correct. Thanks for any insights/tips.
Apr 22, 2019, 2:05 pm
#1009
Suspended
Join Date: Oct 2009
Location: Kan@da
Programs: Anything with sweet spots
Posts: 1,790
Apr 22, 2019, 2:52 pm
#1011
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
(f) If a Member departs his/her reservation early, any unused Suite Night Awards confirmed for the stay will be forfeited.
Apr 22, 2019, 3:40 pm
#1012
Join Date: Aug 2009
Programs: MR rewards
Posts: 272
I call the hotel to adjust my stay before the deadline my reservation was free cancellation (was staying at Marriott in other country)
Apr 22, 2019, 3:45 pm
#1013
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
(c) Confirmed Suite Night Awards may be canceled up to 2 p.m. local time of the Participating Property one (1) day prior to arrival only if the entire reservation is canceled.
Your only option at this point is to have the hotel contact Marriott Bonvoy and ask them to return 2 SNA's to your account. This is entirely at their discretion now.
Last edited by Marriott Bonvoy Lurker; Apr 22, 2019 at 3:59 pm Reason: add clarity
Apr 23, 2019, 2:53 am
#1014
Join Date: Aug 2008
Location: San Francisco
Programs: AA EXP; Marriott BonVoy Titanium Elite, Marriott LT Plat.
Posts: 1,717
I have fewer SNA than a stay I'm considering to make. Will there be an option to upgrade at least a portion of my stay? Or no dice as I'd be upgraded, then down graded in on stay. I do have a good rapport with this hotel though. Maybe they'd let me "keep" the upgrade based on my status.
Thanks in advance.
Thanks in advance.
Apr 23, 2019, 7:11 am
#1015
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
I have fewer SNA than a stay I'm considering to make. Will there be an option to upgrade at least a portion of my stay? Or no dice as I'd be upgraded, then down graded in on stay. I do have a good rapport with this hotel though. Maybe they'd let me "keep" the upgrade based on my status.
Thanks in advance.
Thanks in advance.
In other news, I just had SNA success for 3 consecutive reservations:
Melbourne Marriott
Sheraton Grand Mirage Gold Coast*
Sheraton Grand Hyde Park
* I had 3 separate reservations for 3 consecutive nights here. Only the first night cleared. Hotel told me there was no chance of nights 2 and 3 clearing (sold out for Easter) so I canceled the SNAs myself online and they were returned to my account immediately. I checked in at 7 pm on night 1 and was told I would have to give up my suite by noon the next day. Decided not to bother with the suite for just a few hours and the FD Mgr assured me he could return the SNA to my account and put me in a walk out lagoon room for all 3 nights. I was doubtful I’d ever see that SNA again, but sure enough, it was returned to my account the next day! ^
Apr 23, 2019, 8:08 am
#1016
Join Date: Jun 2009
Location: Chicago (ORD)
Programs: Marriott Bonvoy Lifetime Titanium, UA Gold, AA Gold
Posts: 566
Have a room (at the Gwen Chicago) with 2 queens, which is important because our one night stay is with our kids. I have a feeling I won’t have so many chances to use my 5 SNAs this year (was saving for a 4 night points redemption with fifth night free but now am thinking that may not cone about this year). If I request a SNA what are the chances that suites would have 2 queens or 2 doubles? Will I have a chance to “approve” an upgrade choice before it taking effect? My assumption is that most suites have a single king bed but not sure whether I am correct. Thanks for any insights/tips.
Apr 23, 2019, 1:19 pm
#1018
Join Date: Oct 2018
Location: Jacksonville, FL
Programs: Marriott Titanium/LTP, IHG Platinum, Hilton Gold, United Silver, Delta Silver
Posts: 53
Apr 24, 2019, 7:57 am
#1019
Join Date: Apr 2019
Posts: 9
Anyone else unable to use the trick to get their SNA attached to their prepaid nonrefundable reservation? This is for the JW Singapore. I had called Marriott and they said that the hotel wasn't accepting SNAs when they absolutely are. When I try to use the trick, I get an error after selecting my upgrade request.
Correction neededAn error has occurred. Please try again later.
Correction neededAn error has occurred. Please try again later.
Apr 27, 2019, 5:10 am
#1020
Join Date: Apr 2002
Location: Asheville, NC
Posts: 67
SNA Question
I have a Feb 20 reservation at St. Regis Bahia Beach in Puerto Rico for 5 nights. I wanted to use my 5 SNA's but couldn't do online. I called CS
and rep told me can only look for upgrades 5 days out. So, since my SNA's expire at the end of this year, I asked if I could extend them-got a no on that.
I thought I would be able to attach them now, and the system would just search at 5 days out to see if the upgrade was available? Anyone have any
experience in this? I am using points for the stay.
and rep told me can only look for upgrades 5 days out. So, since my SNA's expire at the end of this year, I asked if I could extend them-got a no on that.
I thought I would be able to attach them now, and the system would just search at 5 days out to see if the upgrade was available? Anyone have any
experience in this? I am using points for the stay.
Last edited by DebbieF; Apr 27, 2019 at 5:32 am