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 DOESNT 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
Aug 12, 2019, 5:56 pm
#1336
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott Lifetime Titanium, AA Plat MM
Posts: 3,586
Okay, I'm new to this SNA business as Lifetime Titanium Marriott member with little Starwood experience. I have yet to have one of these things clear. Today I saw an opportunity to save quite a bit on an upcoming multi-night reservation at a Westin, so of course jumped on it. In doing so I was advised that my options for SNA had changed. The only thing now offered is a "view" room - no suites, which I had been waitlisted for. The suites are still there for purchase and if I book at a higher rate they appear on the SNA list. Can someone confirm that there is a revenue threshold for using these upgrades? This certainly appears to be the case and will factor into my future requests.
Aug 12, 2019, 6:10 pm
#1337
Join Date: Jan 2011
Location: DCA
Programs: Delta Gold
Posts: 158
Titanium Elite here, and trying to request SNA on a Member PrePaid Rate. I haven't tried the work around (that was my next step), but when I called the Elite line they told me that that rate is not eligible for SNA. Is this true or is it in fact an IT issue?
Aug 12, 2019, 7:59 pm
#1339
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,736
I get a strong impression that because the IT solution wasn't working properly and might never be fixed, it's sort of becoming" policy" as stated by Marriott customer service that pre-paid stays do not work with SNAs. Until it's written up in neon in the promotion info about SNAs I'm going to say it's not really policy though.
Aug 13, 2019, 1:08 am
#1340
Join Date: Feb 2007
Location: Malibu, CA
Programs: AA CK / Marriott Worthless Ambassador
Posts: 1,158
Hmm
Titanium Ambasador. Have like 20 SNAs.
In europe this week with family so thought id use them.
Amsterdam Marriott: they do not accept SNAs on prepaid rates. Really? Booked through Marriott.
Mykonos Santa Marina: two SNAs cleared. But they didnt tell me what kind of suite. Turns out it was a one level upgrade to a room with a better view. No suite. I complained to my ambasador and he is redepositing my SNAs.
Ageon Mykonos: Same. SNA cleared to a non suite.
Prince De Galles: 2 SNA cleared to a real suite.
My ambassador said SNAs are now for any higher level room. Not just suites?
In europe this week with family so thought id use them.
Amsterdam Marriott: they do not accept SNAs on prepaid rates. Really? Booked through Marriott.
Mykonos Santa Marina: two SNAs cleared. But they didnt tell me what kind of suite. Turns out it was a one level upgrade to a room with a better view. No suite. I complained to my ambasador and he is redepositing my SNAs.
Ageon Mykonos: Same. SNA cleared to a non suite.
Prince De Galles: 2 SNA cleared to a real suite.
My ambassador said SNAs are now for any higher level room. Not just suites?
Aug 13, 2019, 1:53 am
#1341
Join Date: May 2003
Location: LCY
Programs: SQ Krisflyer, QR Privilege Club, MB LT Plt (1K+ nights thx MB)
Posts: 1,039
Four of my SNAs was submitted by yet another sloppy Marriott agent for somebody else's reservation. Luckily I got an email and then had to spend 1h+ min on the phone ....to add insult to injury it could not be reversed immediately I had to wait to the "end of the week" ... Really sub par customer service ....
So the moral of story: "don't fret if it seems that you can't redeem your SNA anywhere .... a Marriott agent will do it for you ... for someone else's reservation "
So the moral of story: "don't fret if it seems that you can't redeem your SNA anywhere .... a Marriott agent will do it for you ... for someone else's reservation "
Aug 13, 2019, 6:00 am
#1343
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
Aug 13, 2019, 6:03 am
#1344
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
Just had SNA's clear into a One Bedroom Executive Suite at the Metropolitan in Vancouver for a 2 night revenue stay and into a One Bedroom Junior Suite at the Sheraton in Anchorage on a 3 night award stay. Both cleared 5 days out. Both were on my wife's Ambassador account.
Last edited by Michilander; Aug 13, 2019 at 6:03 am Reason: typo
Aug 13, 2019, 9:03 am
#1345
Join Date: Jan 2011
Location: DCA
Programs: Delta Gold
Posts: 158
I get a strong impression that because the IT solution wasn't working properly and might never be fixed, it's sort of becoming" policy" as stated by Marriott customer service that pre-paid stays do not work with SNAs. Until it's written up in neon in the promotion info about SNAs I'm going to say it's not really policy though.
Aug 13, 2019, 9:52 am
#1346
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,526
Titanium Ambasador. Have like 20 SNAs.
In europe this week with family so thought id use them.
Amsterdam Marriott: they do not accept SNAs on prepaid rates. Really? Booked through Marriott.
Mykonos Santa Marina: two SNAs cleared. But they didnt tell me what kind of suite. Turns out it was a one level upgrade to a room with a better view. No suite. I complained to my ambasador and he is redepositing my SNAs.
Ageon Mykonos: Same. SNA cleared to a non suite.
Prince De Galles: 2 SNA cleared to a real suite.
My ambassador said SNAs are now for any higher level room. Not just suites?
In europe this week with family so thought id use them.
Amsterdam Marriott: they do not accept SNAs on prepaid rates. Really? Booked through Marriott.
Mykonos Santa Marina: two SNAs cleared. But they didnt tell me what kind of suite. Turns out it was a one level upgrade to a room with a better view. No suite. I complained to my ambasador and he is redepositing my SNAs.
Ageon Mykonos: Same. SNA cleared to a non suite.
Prince De Galles: 2 SNA cleared to a real suite.
My ambassador said SNAs are now for any higher level room. Not just suites?
Your Ambassador is correct, but it's up to YOU to not choose any higher level room as an acceptable upgrade!
Some hotels like the Renaissance Barcelona, only offer "executive rooms" when you apply the SNA. I would not waste my SNAs there.
Aug 13, 2019, 9:57 am
#1347
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,526
Four of my SNAs was submitted by yet another sloppy Marriott agent for somebody else's reservation. Luckily I got an email and then had to spend 1h+ min on the phone ....to add insult to injury it could not be reversed immediately I had to wait to the "end of the week" ... Really sub par customer service ....
So the moral of story: "don't fret if it seems that you can't redeem your SNA anywhere .... a Marriott agent will do it for you ... for someone else's reservation "
So the moral of story: "don't fret if it seems that you can't redeem your SNA anywhere .... a Marriott agent will do it for you ... for someone else's reservation "
Aug 13, 2019, 11:11 am
#1348
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,820
When you apply the SNAs, you get to choose what type of room you want the SNA applied to. Did you choose only suites, or all the options offered (including non-suites)? It has been recommended that you take a screen shot of the options you chose. I've never had this happen to me, but others have mentioned that after their suite cleared, the hotel downgraded them to a lesser suite or even just a room with a better view.
.
.
Aug 13, 2019, 11:47 am
#1349
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
People only care about this because they feel they get assigned a suite type they didnt select. The issue with suite categories not selected but being assigned is an obvious glitch that Marriott IT is working to fix (haha). Were Marriott IT better, that wouldnt have been a problem in the first place and the need for the suite selection in the SNA request confirmation would be unnecessary, too.
Aug 13, 2019, 1:36 pm
#1350
Join Date: Jan 2019
Location: NC
Posts: 117
Just to add a datapoint from my recent SNA redemption:
Lifetime Titanium member, successfully upgraded on a 2 night stay, 1 night was booked using an annual award cert, the other night was a points redemption. 1 SNA used for each night. Upgrades were approved 2 and 4 days prior to arrival.
Property: Hutchinson Island Marriott, Upgraded room: Deluxe Oceanfront Suite, Sandpiper Tower. Stay: End of July, 2019
Lifetime Titanium member, successfully upgraded on a 2 night stay, 1 night was booked using an annual award cert, the other night was a points redemption. 1 SNA used for each night. Upgrades were approved 2 and 4 days prior to arrival.
Property: Hutchinson Island Marriott, Upgraded room: Deluxe Oceanfront Suite, Sandpiper Tower. Stay: End of July, 2019