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
Oct 11, 2018, 6:01 pm
#166
Join Date: Nov 2007
Location: LEJ BRU
Posts: 1,156
I had this on about every second trial to apply SNAs. Family room, Ocean Front room, Terrace room, Club room, You name it.
Oct 11, 2018, 9:13 pm
#167
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
Seems that the Marriott Copley Place Boston is one that is preventing the use of an SNA for an actual suite. If you book a 'normal' room, the only options are a higher floor or better view... this despite the hotel info stating they have 47 suites in the property out of ~1000 rooms.
Oct 11, 2018, 10:19 pm
#169
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
Oct 13, 2018, 5:37 pm
#170
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,822
Similar issue. I had 2 SNAs returned prior to Aug 18, but now they've disappeared again. I have another 2 missing as they were never returned after not being successful (never got a non-success email either...). So I am missing 4 SNAs that are due to expire by the end of the year. I emailed Marriott but it's been over a week and no response other than the automatic 'we're busy with lots of emails'.
If you find a contact that managed to get your missing SNAs back, let me know! I want mine back too!!
If you find a contact that managed to get your missing SNAs back, let me know! I want mine back too!!
They are still missing. An earlier post that replied to my post suggested that if certs not returned, Marriott will extend the expiration date. I hope that is the case,
Oct 15, 2018, 5:17 pm
#171
Join Date: Aug 2018
Location: NC
Programs: AA, Marriott/SPG, AMEX
Posts: 272
Specific SNA question
SNA Denied
As someone from the Marriott side of this merger I am new to SNA's. My understanding was that a property started checking 5 days prior to arrival but the request stayed in the queue until arrival, is that not the way they work? I got a "Request Denied" on my request this morning (the 1st day that would be checked). Is that normal? The hotel does have suites currently available.
Oct 15, 2018, 5:21 pm
#172
Join Date: May 2013
Location: DTW
Programs: AMEX, Ritz LT-Plat Prem, Hyatt Plat, SPG Plat, Hilton Diamond, Delta Plat, United Gold, Sixt Plat
Posts: 866
SNA Denied
As someone from the Marriott side of this merger I am new to SNA's. My understanding was that a property started checking 5 days prior to arrival but the request stayed in the queue until arrival, is that not the way they work? I got a "Request Denied" on my request this morning (the 1st day that would be checked). Is that normal? The hotel does have suites currently available.
Oct 16, 2018, 10:54 am
#174
Join Date: Oct 2004
Location: BZN
Programs: AA:LT Platinum DL:LT Gold UA:1P MAR:LT Titanium
Posts: 8,291
On my My Trips page, I see the "You have 5 Suite Night Award(s) available. To request a room upgrade, click View/Modify on an upcoming reservation." notice at the top. However, clicking on View/Modify doesn't yield any option to apply an SNA. My reservation is for a Renaissance and is an LNF rate. Best I can tell, LNF rates wouldn't be excluded from eligibility. Anyone have insight into this or experience applying an SNA to an LNF rate? Thanks!
Oct 16, 2018, 11:07 am
#175
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
On my My Trips page, I see the "You have 5 Suite Night Award(s) available. To request a room upgrade, click View/Modify on an upcoming reservation." notice at the top. However, clicking on View/Modify doesn't yield any option to apply an SNA. My reservation is for a Renaissance and is an LNF rate. Best I can tell, LNF rates wouldn't be excluded from eligibility. Anyone have insight into this or experience applying an SNA to an LNF rate? Thanks!
Knowing how many glitches remain with the Marriott IT, however, it also seems plausible that this may be an IT glitch. The only way to know for sure is to contact the Platinum desk or message the Lurkers to investigate. You’d also likely do yourself a service by identifying the specific Renaissance property so the Lurker has the chance to respond here in thread.
If the Lurker explanation is correct, that obviously means you can’t be “waitlisted” for the upgrade assuming there is a cancellation, as some have pointed out. But it also means that you may be wiser to not waste the SNA when your chances may be just as good (or bad) as the complimentary upgrade on arrival and check in.
Oct 16, 2018, 3:53 pm
#176
Join Date: Nov 2010
Location: BNA/SAN
Programs: DL PM 1.5 MM , Hilton Diamond, Marriott Lifetime Plat
Posts: 754
SNA Denied
As someone from the Marriott side of this merger I am new to SNA's. My understanding was that a property started checking 5 days prior to arrival but the request stayed in the queue until arrival, is that not the way they work? I got a "Request Denied" on my request this morning (the 1st day that would be checked). Is that normal? The hotel does have suites currently available.
As someone from the Marriott side of this merger I am new to SNA's. My understanding was that a property started checking 5 days prior to arrival but the request stayed in the queue until arrival, is that not the way they work? I got a "Request Denied" on my request this morning (the 1st day that would be checked). Is that normal? The hotel does have suites currently available.
"Once you request to use your Suite Night Awards for a stay, we will check the upgrade availability starting five days prior to arrival and will keep checking every day until 2 p.m., local hotel time, on the day of your arrival. We will let you know either way if we are able to confirm the upgrade or not. If it is not available, we will return the Suite Night Awards to your account." https://www.marriott.com/help/rewards-faqs.mi
Oct 16, 2018, 4:08 pm
#177
Join Date: Dec 2016
Location: Dubai
Programs: SPG 100 Ambassador, LH M&M Senator, Skywards Silver
Posts: 250
Applied SNA for JW Marriott Marquis Dubai, 3+ suites available all time but no confirmed upgrade. Today I got email that request is denied, 2 days before arrival and afrer 3 days of searching. Something very fishy going on here.
Oct 16, 2018, 4:10 pm
#178
Join Date: Feb 2007
Location: Ottawa, ON
Programs: BAEC Gold for Life, Air Canada 75K, AA Lifetime Gold, Marriott Bonvoy Lifetime Platinum
Posts: 92
Wow. My head is spinning from my dealings with Marriott over the past two days.
Last month I booked a reservation at the Great Northern Hotel for December and requested SNAs for the entire 5 night stay. When I next checked my reservation, the SNA request was no where to be found and the SNAs were in my account. On the website I tried repeatedly over a two-week period to apply the SNAs to the reservation without success. And then I started calling Marriott.
The first agent advised me of three room types available for the SNA request and asked me which I wanted to request, I told her and then she informed me that it was all taken care of and that "the request has been made." I asked for a confirmation e-mail and was told that there would no confirmation e-mail but I would see in my account a deduction of the SNAs to demonstrate that the request was pending. Two days later, the SNAs never left my account. My reservation showed no request.
Then I called Marriott again and had the same discussion with the agent, who asked me what type of room I wanted to request. She also told me that I would see in my account a deduction of the SNAs. The next day, the SNAs were still in my account and the reservation was unchanged.
Then I called Marriott a third time and the agent told me that she had to speak to technical support. After being on hold for nearly an hour, suddenly I found myself transferred to another Agent. I explained what had happened all over again and how I wanted to apply the SNAs to my reservation. After another hold of approximately 40 minutes, I was informed that Marriott would not be applying the SNAs in the same way as Starwood and that I would have to wait to request the upgrade 5 days before arrival. I told the Agent that I thought that was wrong. She insisted that not one but two supervisors had confirmed that to her.
I just don't get it. What the heck is going on? This is not how to instill a sense of customer loyalty for a former Starwood loyalist.
Last month I booked a reservation at the Great Northern Hotel for December and requested SNAs for the entire 5 night stay. When I next checked my reservation, the SNA request was no where to be found and the SNAs were in my account. On the website I tried repeatedly over a two-week period to apply the SNAs to the reservation without success. And then I started calling Marriott.
The first agent advised me of three room types available for the SNA request and asked me which I wanted to request, I told her and then she informed me that it was all taken care of and that "the request has been made." I asked for a confirmation e-mail and was told that there would no confirmation e-mail but I would see in my account a deduction of the SNAs to demonstrate that the request was pending. Two days later, the SNAs never left my account. My reservation showed no request.
Then I called Marriott again and had the same discussion with the agent, who asked me what type of room I wanted to request. She also told me that I would see in my account a deduction of the SNAs. The next day, the SNAs were still in my account and the reservation was unchanged.
Then I called Marriott a third time and the agent told me that she had to speak to technical support. After being on hold for nearly an hour, suddenly I found myself transferred to another Agent. I explained what had happened all over again and how I wanted to apply the SNAs to my reservation. After another hold of approximately 40 minutes, I was informed that Marriott would not be applying the SNAs in the same way as Starwood and that I would have to wait to request the upgrade 5 days before arrival. I told the Agent that I thought that was wrong. She insisted that not one but two supervisors had confirmed that to her.
I just don't get it. What the heck is going on? This is not how to instill a sense of customer loyalty for a former Starwood loyalist.
Last edited by AmericanMontrealer; Oct 16, 2018 at 4:58 pm
Oct 16, 2018, 7:09 pm
#179
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
I spent 30 minutes the other day trying to apply my SNAs myself because I didn’t want to bother my Ambassador on something simple (LOL). It always took 2 seconds in the old SPG program. I finally gave up and contacted her. She too had trouble applying them and then they finally went through. This is what she wrote me:
”
It is a known issue we are working to resolve this includes adding the request online as well; I wasn’t able to add them either but found a colleague who was able to apply them.”
So don’t lose hope!
”
It is a known issue we are working to resolve this includes adding the request online as well; I wasn’t able to add them either but found a colleague who was able to apply them.”
So don’t lose hope!
Oct 16, 2018, 7:17 pm
#180
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
On my My Trips page, I see the "You have 5 Suite Night Award(s) available. To request a room upgrade, click View/Modify on an upcoming reservation." notice at the top. However, clicking on View/Modify doesn't yield any option to apply an SNA. My reservation is for a Renaissance and is an LNF rate. Best I can tell, LNF rates wouldn't be excluded from eligibility. Anyone have insight into this or experience applying an SNA to an LNF rate? Thanks!
See my post above. I drove myself crazy trying this same thing and finally turned to my Ambassador who herself had to turn to a colleague who knew how to successfully apply. She reported that this is a known issue Marriott is working to resolve.