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
May 28, 2019, 1:37 pm
#1081
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
Yup, a (lightly) known issue...has to do w/the migration from Starwood to Marriott confirmation numbers. Fun times.
May 29, 2019, 9:18 am
#1082
Join Date: Jan 2010
Location: HSV
Programs: Hy Glob,Choice Dia, MR TIT,IHG SPR,HH Dia, Wyn Dia, UA Sil, WN Alis, Hert 5*, National EE
Posts: 1,188
They should really allow earning of additional sna or allow rollover nights again. No real incentive to keep staying with Marriott once you hit 75 nights.
ambassador status doesn’t really appeal to me. I’d rather maintain top tier with Hilton.
ambassador status doesn’t really appeal to me. I’d rather maintain top tier with Hilton.
May 29, 2019, 3:39 pm
#1085
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,506
^
May 29, 2019, 6:07 pm
#1086
Join Date: Sep 2003
Location: AA Lifetime PLT , BA Silver , BD RIP , HH Gold, SPG / Marriott PLT , EF Subscriber
Posts: 6,699
S N A Upgrade
I am getting this message for my requests after being linked to The Room Upgrade Selection
We’re temporarily unable to display the information you requested.Please try again later.
This is now 2 Days
Does anybody know if I can book/request by phone as an alternative?
Many Thanks
We’re temporarily unable to display the information you requested.Please try again later.
This is now 2 Days
Does anybody know if I can book/request by phone as an alternative?
Many Thanks
May 29, 2019, 6:56 pm
#1087
Join Date: Aug 2007
Programs: DL DM
Posts: 1,079
I am getting this message for my requests after being linked to The Room Upgrade Selection
We’re temporarily unable to display the information you requested.Please try again later.
This is now 2 Days
Does anybody know if I can book/request by phone as an alternative?
Many Thanks
We’re temporarily unable to display the information you requested.Please try again later.
This is now 2 Days
Does anybody know if I can book/request by phone as an alternative?
Many Thanks
May 30, 2019, 2:15 am
#1088
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,404
May 31, 2019, 5:42 pm
#1089
Join Date: Dec 2012
Programs: AA EXP; Marriott Bonvoy Titanium
Posts: 77
I have been having this issue with one of my existing reservations (and a previous one). Briefly, I would be able to select the upgraded rooms I wanted and go through the process online or via the app. A "We Received Your Suite Night Awards Request" email would be sent to my mailbox, followed immediately by an "Your Suite Night Awards Request Has Been Removed" email. I reached out to the Bonvoy Twitter for help and they told me the reservation was not eligible for SNA because it's booked through a Tour Operator (in this case, the Citi Prestige Concierge). But the rate is exactly the same as what one could book online.
When I had the same issue last time, the reservation was also made through the Citi Prestige Concierge. Someone at Marriott tried to help but had the same problem. They told me it's an IT issue. Magically, several days later, after multiple attempts, I was able to apply the SNAs.
Does anyone have the same experience and solution to this? Or is it true that reservations booked through a Tour Operator is not eligible?
Thanks in advance.
When I had the same issue last time, the reservation was also made through the Citi Prestige Concierge. Someone at Marriott tried to help but had the same problem. They told me it's an IT issue. Magically, several days later, after multiple attempts, I was able to apply the SNAs.
Does anyone have the same experience and solution to this? Or is it true that reservations booked through a Tour Operator is not eligible?
Thanks in advance.
Last edited by ellaq2008; May 31, 2019 at 5:43 pm Reason: More detail
May 31, 2019, 11:35 pm
#1090
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,799
Apparently I could apply SNA to a prepaid reservation that previously stated as unable to apply SNA.
Not sure if Bonvoy have fix the bug or some changes made to the reservation on hotel level that make applying SNA possible.
The said stay was booked around Jan 19 for stays in less than week from now.
Previously the SNA option was greyed out .
Checking the reservation information yesterday and the SNA option was available.
Applied the SNA yesterday and got the confirmation email.
Received email today (H-4) that they still working on it.
Will update later when the system granted or give up on that SNA request.
Not sure if Bonvoy have fix the bug or some changes made to the reservation on hotel level that make applying SNA possible.
The said stay was booked around Jan 19 for stays in less than week from now.
Previously the SNA option was greyed out .
Checking the reservation information yesterday and the SNA option was available.
Applied the SNA yesterday and got the confirmation email.
Received email today (H-4) that they still working on it.
Will update later when the system granted or give up on that SNA request.
Jun 6, 2019, 2:05 pm
#1091
Join Date: Nov 2013
Posts: 542
I'm using Citi Prestige's 4th night free feature so I'm not able to use the flexible booking -> advanced purchase rate trick described in the wiki. I have several trips I'd like to apply my SNAs to but can't because of this. Do I just wait for my SNAs to expire in December and be completely wasted all because of some tech issue? I don't understand how that's ok....
Jun 6, 2019, 2:21 pm
#1092
Join Date: Dec 2007
Location: SFO
Posts: 4,909
I'm using Citi Prestige's 4th night free feature so I'm not able to use the flexible booking -> advanced purchase rate trick described in the wiki. I have several trips I'd like to apply my SNAs to but can't because of this. Do I just wait for my SNAs to expire in December and be completely wasted all because of some tech issue? I don't understand how that's ok....
Jun 6, 2019, 3:00 pm
#1093
Join Date: Nov 2013
Posts: 542
4th night free, booked through the phone concierge, is the exact same rate as that purchased through the website. The only difference is that they book with Marriott over the phone and give them your account. I can ask them to book a non-prepaid rate (I can pick anything that shows online) but then I can't modify the reservation and I'm forced to pay more.
Jun 7, 2019, 8:48 am
#1094
Join Date: Dec 2012
Programs: AA EXP; Marriott Bonvoy Titanium
Posts: 77
omghaxcode, I asked the same question a few days ago and identified the problem (and hence a potential solution for your situation). For some reason the payment info was not complete in the reservation, so if you check and make sure that there is a payment (Citi Prestige) associated with it, then you may be able to apply SNA.
Last edited by ellaq2008; Jun 7, 2019 at 8:48 am Reason: More detail
