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
Sep 15, 2019, 11:30 am
#1516
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I only can speak to the realities that are quite evident from verified Ambassador guests with regard to SNAs and to pre-arrival and at check-in suite upgrades. We have 454 verified Ambassadors in the Facebook group, so I daresay it showcases a pretty representative group of Ambassadors. The evidence there stands in stark contrast to your many assertions here, I'm afraid.
And many of those same Ambassadors are also Hyatt Globalists. Some even share how they prefer Globalist over Ambassador. So it's not exactly like the group doesn't have different opinions. And yet there are way too many examples of amazing suite upgrades despite the lack of any "unicorn" Ambassador agent as you want to assume is necessary. And way too many Ambassadors who question the value of SNAs because they get upgraded to suites so often without them.
I don't even need to share my own personal anecdotes to prove the point.
Sep 15, 2019, 11:33 am
#1517
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,304
While I accept it the ambassador reports, tHis titanium has not gotten any prearrival Suite upgrades and was told at the desk once (by the front desk manager) that meeting rates are not eligible and titanium’s only get a one category upgrade if not using a SNA (is, higher floor)
Did get one in arrival and one via room change after arrival (not first night though) so opposite of advance. Two are next week so hopeful of something coming through (but the useless SNAs are annoying)
on the other hand, 6 for 7 with full service Hyatt in advance and one upon arrival.
Did get one in arrival and one via room change after arrival (not first night though) so opposite of advance. Two are next week so hopeful of something coming through (but the useless SNAs are annoying)
on the other hand, 6 for 7 with full service Hyatt in advance and one upon arrival.
Last edited by beachfan; Sep 15, 2019 at 12:47 pm
Sep 15, 2019, 11:43 am
#1518
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
While I accept it the ambassador reports, tHis titanium has not gotten any prearrival Suite upgrades and was told at the desk once (by the front desk manager) that meeting rates are not eligible and titanium’s only get a one category upgrade if not using a SNA (is, higher floor)
At what property did the FDA tell you that, if we might ask?
Sep 15, 2019, 12:00 pm
#1519
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,423
Back to SNA, I think the solution is not very difficult.
Just make the SNA options visible for every reservations and people can check the SNA availability at the property they want to stay by making dummy flex booking.
Together with the SNA options, just list all of them even if the said rooms is fully booked.
Worst case people select that particular suite only and have their SNA not cleared at h-1.
Just make the SNA options visible for every reservations and people can check the SNA availability at the property they want to stay by making dummy flex booking.
Together with the SNA options, just list all of them even if the said rooms is fully booked.
Worst case people select that particular suite only and have their SNA not cleared at h-1.
Sep 15, 2019, 12:35 pm
#1520
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,304
I think you will discover that this varies WILDLY based upon the properties (and/or brand segments) being discussed. If you're staying at a hotel type that has few if any suites, then this "one category upgrade" suggestion can be more likely. This "one category upgrade" suggestion is much less likely as a a Titanium at nicer brand properties with more suites.
At what property did the FDA tell you that, if we might ask?
At what property did the FDA tell you that, if we might ask?
I think I had a good cross section of high hotels (Maria Cristina, Alfonso XIII, Gritti Palace, Westin Excelsior Florence, Cala di Volpe along with AC in Granada and the JW Orlando); just pointing out that Platinums and Titaniums do not share the Ambassador pre upgrade experience.
Last edited by beachfan; Sep 17, 2019 at 7:26 am
Sep 15, 2019, 12:37 pm
#1521
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,804
About the SNA participation, Marriott should make a clear guideline about the participation unless there are technical issue prevent them participating ( for example The Prince Gallery Tokyo)
Say all villas property excluded.
But then Marriott must make sure that no property decline participation if they not all villas property and under participating brands
Say all villas property excluded.
But then Marriott must make sure that no property decline participation if they not all villas property and under participating brands
Sep 16, 2019, 5:25 am
#1522
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,304
False alarm, the SNAs were retained, although later than expected. The loss of the ability to review my request raised suspicions.
Last edited by beachfan; Sep 16, 2019 at 8:37 am
Sep 16, 2019, 5:35 am
#1523
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
I've never had this happen, but if I had, I would look at is an opportunity for some goodwill points for the amount of time you will waste to have this corrected. Good luck!
Sep 16, 2019, 6:48 am
#1524
Join Date: Jan 2016
Posts: 905
A couple of observations re SNAs and other upgrades:
20 years in the program (99.99% SPG), 17 PLT/TIT, LTTE, 3 as AMB, incl this year. I detect absolutely no difference in the successful application of SNAs; nor have I experienced a greater ratio of non-SNA suite upgrades as AMB.
I continue to get a very high ratio of suite upgrades at properties where I’m known; Limited success as a first time guest. I don’t push for upgrades ( probably my mistake , but I find it tacky)
I won’t requaily for AMB in 2020 ( over in nights, under in $$$). However, in 2020 it’s quite likely that I’ll reduce BONVOY nights back to 75 max , from 120....simply because anything over 75 is a dead zone unless the $$$ are met. No extra SNAs, no your24...nothing. So I’ll simply add those nights to other providers: Hyatt continues to reward above the basic threshold...and their suite upgrade arrangements are far stronger than Marriott’s ( never had a fail when using the cert, and in many cases at infinitely superior properties).
20 years in the program (99.99% SPG), 17 PLT/TIT, LTTE, 3 as AMB, incl this year. I detect absolutely no difference in the successful application of SNAs; nor have I experienced a greater ratio of non-SNA suite upgrades as AMB.
I continue to get a very high ratio of suite upgrades at properties where I’m known; Limited success as a first time guest. I don’t push for upgrades ( probably my mistake , but I find it tacky)
I won’t requaily for AMB in 2020 ( over in nights, under in $$$). However, in 2020 it’s quite likely that I’ll reduce BONVOY nights back to 75 max , from 120....simply because anything over 75 is a dead zone unless the $$$ are met. No extra SNAs, no your24...nothing. So I’ll simply add those nights to other providers: Hyatt continues to reward above the basic threshold...and their suite upgrade arrangements are far stronger than Marriott’s ( never had a fail when using the cert, and in many cases at infinitely superior properties).
Sep 16, 2019, 7:07 am
#1525
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,423
This can also be resolved at the property level, but you have to get hold of someone who actually cares instead of spouting the "it's all handled by Marriott, there's nothing we can do" nonsense.
Sep 16, 2019, 8:38 am
#1526
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,304
it was a false alarm, the SNAs were returned, albeit later than expected. Apologies for my impatience.
Sep 16, 2019, 8:51 am
#1527
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Sep 16, 2019, 7:00 pm
#1528
Join Date: Dec 2013
Programs: AC SE100K, Bonvoy Ambassador Elite, Hilton Silver
Posts: 340
I have been following TommyC80’s posts with interest. We may have another data point by the end of this month.
I have a 5 night stay booked at the Sheraton New York Times Square (don’t judge me, it’s the location I need for this trip). The SNYTS is notoriously difficult to get a suite in. I have never done better than being upgraded to a superior room here. They have very few suites percentage wise and are always very full.
I applied SNA’s here a few weeks ago, and within a few days of that my reservation (booked on points) suddenly changed to executive suite high floor. So now I am keen to see if it stays that way, if that means my SNA’s will not clear, and then at check in I might find myself back in a traditional room. I will report back.
I have a 5 night stay booked at the Sheraton New York Times Square (don’t judge me, it’s the location I need for this trip). The SNYTS is notoriously difficult to get a suite in. I have never done better than being upgraded to a superior room here. They have very few suites percentage wise and are always very full.
I applied SNA’s here a few weeks ago, and within a few days of that my reservation (booked on points) suddenly changed to executive suite high floor. So now I am keen to see if it stays that way, if that means my SNA’s will not clear, and then at check in I might find myself back in a traditional room. I will report back.
I’m stunned that they pre-upgraded me and still glad the SNA cleared as now I can’t be downgraded. This property may be making some positive changes in terms of recognition.
Sep 16, 2019, 7:27 pm
#1529
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Well, things actually worked as they should. Today is 5 days out. First thing in the morning I received a welcome email from the club / VIP Manager welcoming me, asking about my arrival time and providing contact information in case I needed anything. Then, my SNA cleared and I was put in the exact room I had been pre-upgraded to above, the executive suite high floor.
I’m stunned that they pre-upgraded me and still glad the SNA cleared as now I can’t be downgraded. This property may be making some positive changes in terms of recognition.
I’m stunned that they pre-upgraded me and still glad the SNA cleared as now I can’t be downgraded. This property may be making some positive changes in terms of recognition.
One can never know for sure, but it's also possible that your pre-upgraded suite would have saved you the need to even bother using the SNAs. But if this was a priority for you or your SNAs were going to expire anyway--or you just really wanted this suite for this stay--then you did the right thing, of course!
Sep 18, 2019, 7:48 am
#1530
Join Date: Oct 2009
Location: Somewhere over the rainbow
Programs: Airline Free Agent, Bonvoy Platinum, Hyatt Globalist
Posts: 3,809
Ugh my SNAs cleared for a room type I didn't select. I reached out to the Lurkers and Marriott's Twitter team, hopefully someone will be able to help.