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 27, 2019, 5:16 am
#1021
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 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?
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?
Apr 27, 2019, 10:05 am
#1023
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
No, except for the very first year SPG launched them because there were some technical issues. BTW, the CS rep you spoke to was completely incorrect. You can apply your SNAs immediately (for stays up to Dec 31). They don't start clearing until 5 days before arrival. The sooner you apply them, the better. They are supposedly prioritized based on the order in which they are received.
Apr 27, 2019, 11:06 am
#1024
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
No, except for the very first year SPG launched them because there were some technical issues. BTW, the CS rep you spoke to was completely incorrect. You can apply your SNAs immediately (for stays up to Dec 31). They don't start clearing until 5 days before arrival. The sooner you apply them, the better. They are supposedly prioritized based on the order in which they are received.
I don’t think the methodology has ever been confirmed by Marriott. (The entire process is proprietary)
The assumption of a chronological hierarchy is based upon empirical evidence.
I definitely attribute my high success rate in part to applying early. (Also to traveling off season to hotels with a high number of suites)
Apr 29, 2019, 8:48 am
#1025
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
My 50th Night Just Posted
I'm sure the answer to my question is somewhere in the 1,000+ posts in this thread but I'm unable to find the answer even with the search function. My 50th night posted this morning. How soon will I be able to choose the annual benefits? I've tried the link and it says I'm not yet eligible.
Apr 29, 2019, 11:22 am
#1026
Join Date: Aug 2008
Posts: 10
SNA Expiry
If I understand correctly, SNAs are to be utilized within the year granted.
What happens if I have requested SNAs for multiple reservations which are all declined and redeposited.
Does a declined SNA have an extended expiry? Do they roll over into the next year?
If not, what happens to my unredeemed SNAs?
What happens if I have requested SNAs for multiple reservations which are all declined and redeposited.
Does a declined SNA have an extended expiry? Do they roll over into the next year?
If not, what happens to my unredeemed SNAs?
Apr 29, 2019, 11:48 am
#1027
Join Date: Oct 2009
Posts: 502
If I understand correctly, SNAs are to be utilized within the year granted.
What happens if I have requested SNAs for multiple reservations which are all declined and redeposited.
Does a declined SNA have an extended expiry? Do they roll over into the next year?
If not, what happens to my unredeemed SNAs?
What happens if I have requested SNAs for multiple reservations which are all declined and redeposited.
Does a declined SNA have an extended expiry? Do they roll over into the next year?
If not, what happens to my unredeemed SNAs?
Apr 29, 2019, 11:55 am
#1028
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'm sure the answer to my question is somewhere in the 1,000+ posts in this thread but I'm unable to find the answer even with the search function. My 50th night posted this morning. How soon will I be able to choose the annual benefits? I've tried the link and it says I'm not yet eligible.
They expire on Dec 31 of the following year. So SNAs earned in 2019 will be valid until Dec 31/20.
Apr 29, 2019, 2:23 pm
#1029
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
Thanks!
Of course, if I had gone to the bottom of the "you're not eligible" page I would have seen the following in fine print: Note: Qualified members will be able to select their Annual Choice Benefit within 48 hours of achieving 50 or 75 eligible nights. Annual Choice Benefit selection must be made by 11:59 pm ET on January 15, 2020.
Of course, if I had gone to the bottom of the "you're not eligible" page I would have seen the following in fine print: Note: Qualified members will be able to select their Annual Choice Benefit within 48 hours of achieving 50 or 75 eligible nights. Annual Choice Benefit selection must be made by 11:59 pm ET on January 15, 2020.
Apr 29, 2019, 3:15 pm
#1030
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
If I understand correctly, SNAs are to be utilized within the year granted.
What happens if I have requested SNAs for multiple reservations which are all declined and redeposited.
Does a declined SNA have an extended expiry? Do they roll over into the next year?
If not, what happens to my unredeemed SNAs?
What happens if I have requested SNAs for multiple reservations which are all declined and redeposited.
Does a declined SNA have an extended expiry? Do they roll over into the next year?
If not, what happens to my unredeemed SNAs?
Other than the first year SNAs came into play with SPG, there is no extension on the dates. They've gotta be USED by their expiration date (not just booked) and they are not good for checkins on the last day of the year. (can't use a 2019 SNA for a 2020 checkout date).
Apr 30, 2019, 3:25 am
#1031
Join Date: Jul 2015
Posts: 255
I made a flexible rate plan booking and applied a SNA. After some time, I changed the rate plan to a non-refundable reservation. When doing so, my SNA was canceled. I contacted Ambassador Service asking for help but was told its not possible because "At the moment, the Suite Night Award Certificate option is fully committed", whatever that mean.
I made another flexible booking to test, and of course I got the SNA option and was able to apply. Contacted Ambassador again and got this reply:
"I am able to confirm these awards cannot be requested on Advance Purchase Rate reservations. When the rate on your upcoming reservation was changed to the lower rate, the Suite Night Awards were removed from it as this not is an eligible Rate Plan for them to be applied. "
So basically you cannot use SNA for Advance Purchase Rate reservations? I could not find this information anywhere on the Marriott site.
I made another flexible booking to test, and of course I got the SNA option and was able to apply. Contacted Ambassador again and got this reply:
"I am able to confirm these awards cannot be requested on Advance Purchase Rate reservations. When the rate on your upcoming reservation was changed to the lower rate, the Suite Night Awards were removed from it as this not is an eligible Rate Plan for them to be applied. "
So basically you cannot use SNA for Advance Purchase Rate reservations? I could not find this information anywhere on the Marriott site.
Apr 30, 2019, 4:57 am
#1033
Join Date: Jul 2015
Posts: 255
Check the thread WIKI (it will point you to post #541 .)
But now Marriott Ambassadors are telling SNA cannot be requested on Advance Purchase Rate reservations at all, and the reason given that its eligible Rate Plan.
Would be great ho hear from Lurkers if this is still a technical issue or on purpose. Marriotts T&C nowhere state this rule...
Apr 30, 2019, 5:44 am
#1034
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
That post was back in December, and explains a work-around if there was a technical issue applying the award.
But now Marriott Ambassadors are telling SNA cannot be requested on Advance Purchase Rate reservations at all, and the reason given that its eligible Rate Plan.
Would be great ho hear from Lurkers if this is still a technical issue or on purpose. Marriotts T&C nowhere state this rule...
But now Marriott Ambassadors are telling SNA cannot be requested on Advance Purchase Rate reservations at all, and the reason given that its eligible Rate Plan.
Would be great ho hear from Lurkers if this is still a technical issue or on purpose. Marriotts T&C nowhere state this rule...
It’s not a rule. It’s Marriott’s IT that can’t deal with changes on prepaid rates.
Apr 30, 2019, 6:14 am
#1035
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I made a flexible rate plan booking and applied a SNA. After some time, I changed the rate plan to a non-refundable reservation. When doing so, my SNA was canceled. I contacted Ambassador Service asking for help but was told its not possible because "At the moment, the Suite Night Award Certificate option is fully committed", whatever that mean.
I made another flexible booking to test, and of course I got the SNA option and was able to apply. Contacted Ambassador again and got this reply:
"I am able to confirm these awards cannot be requested on Advance Purchase Rate reservations. When the rate on your upcoming reservation was changed to the lower rate, the Suite Night Awards were removed from it as this not is an eligible Rate Plan for them to be applied. "
So basically you cannot use SNA for Advance Purchase Rate reservations? I could not find this information anywhere on the Marriott site.
I made another flexible booking to test, and of course I got the SNA option and was able to apply. Contacted Ambassador again and got this reply:
"I am able to confirm these awards cannot be requested on Advance Purchase Rate reservations. When the rate on your upcoming reservation was changed to the lower rate, the Suite Night Awards were removed from it as this not is an eligible Rate Plan for them to be applied. "
So basically you cannot use SNA for Advance Purchase Rate reservations? I could not find this information anywhere on the Marriott site.
I am so glad I am not in the industry these days. Customers are a very important part of the product review process and needs to listened to. No, they are not always correct, but still valuable.