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
Aug 31, 2020, 11:12 am
#2117
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,648
the system starts 5 days before & stops looking for upgrades 24 hours before check-in....at that point if the sna has not cleared then it is returned to your account....
Aug 31, 2020, 11:23 am
#2118
Join Date: May 2009
Location: UK
Posts: 3,951
Thanks, I had wondered what happens in the case where the SNA had not cleared before the particular properties cancellation window, however the SNA clearing would make the difference between staying or not. I guess that’s the chance you hand to take at T-48hrs
Aug 31, 2020, 2:16 pm
#2119
Join Date: Jul 2005
Posts: 41
I've noticed that a lot of resorts have a 5 or 7 day cancellation policy when booking with points, which makes it impossible to book and see if you are upgraded w/o a penalty for cancelling.
I was looking at some resorts near Hilton Head for October. Most only had a 24 or 48 hour cancellation policy when booking a cash rate but 5 or even 7 days (Westin) with a points rate. No way to make a reservation on points and know (w/o penalty) whether the SNA cleared. You'd think with COVID they'd welcome additional business.
I was looking at some resorts near Hilton Head for October. Most only had a 24 or 48 hour cancellation policy when booking a cash rate but 5 or even 7 days (Westin) with a points rate. No way to make a reservation on points and know (w/o penalty) whether the SNA cleared. You'd think with COVID they'd welcome additional business.
Sep 19, 2020, 1:42 pm
#2120
Join Date: Feb 2004
Location: Just off the Main Line
Programs: AA Lifetime PLT 2MM, DL Lifetime GM 2MM, Bonvoy Lifetime Titanium Elite, HH Diamond, IHG Amb Diamond
Posts: 881
Can I use my SNA on a stay using my wife's credit card award night - both of us staying together?
Sep 19, 2020, 4:06 pm
#2121
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,505
Sep 20, 2020, 10:41 am
#2123
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,400
Sep 20, 2020, 4:35 pm
#2124
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,302
Make a cancellable dummy reservation and see what is offered for the SNA. Guess that is more of workaround then a true way to see what suites are offered without a reservation.
--Jon
--Jon
Sep 21, 2020, 4:15 am
#2125
Join Date: May 2009
Location: UK
Posts: 3,951
So make sure the res. can be cancelled say T-24hrs, see what Suites are offered with a SNA attached, and cancel (the SNA is quickly returned, right?)?
Sep 21, 2020, 5:17 am
#2126
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,302
--Jon
Sep 21, 2020, 5:27 am
#2127
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,505
You can also make a points reservation. There is no need to attach the SNA. Just look at what’s available then decline to apply for any of the upgrade options.
Sep 21, 2020, 8:03 am
#2128
Join Date: May 2009
Location: UK
Posts: 3,951
I’m sure I am missing something obvious here, but how you can you see what’s available without the SNA attached?
Sep 21, 2020, 9:19 am
#2129
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
I don't think you can actually attach the SNA until you have chosen the "type" of upgrades you are willing to accept.
Sep 21, 2020, 9:57 am
#2130
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,799
In that page you can see the type of suites(and sometimes rooms) available for SNA
If you don't have valid SNA then the option never show and it will be very hard to check which type of suites/rooms available for upgrades.
Also, the hotel might change the SNA pool on their discretion. If they happen to remove your selection, then you supposedly choose another type as the original selection is no longer exist.
