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 18, 2021, 2:18 pm
#3001
Join Date: Sep 2004
Posts: 57
I am a lifetime Titanium Member with Marriott. I have never used SNA nights before. I have rooms booked at the Courtyard and the Westin Hapuna in the Big Island for Thanksgiving. I am planning to use my SNA for the first time. I have a few questions, but know the answers to the same... 
.
1. Should I pick one or two suite choices in the SNA option...? I would prefer the Garden Lanai Suite, should I choose the others. Given the hotel is sold out, I probably should pick all the suite choices.
2. What are the chances of getting upgraded..? Given the hotel is sold out, I probably will not get an upgrade.
Just checking if others had any luck with the hotels recently.
Thanks...
....mottai
.1. Should I pick one or two suite choices in the SNA option...? I would prefer the Garden Lanai Suite, should I choose the others. Given the hotel is sold out, I probably should pick all the suite choices.
2. What are the chances of getting upgraded..? Given the hotel is sold out, I probably will not get an upgrade.
Just checking if others had any luck with the hotels recently.
Thanks...
....mottai
Oct 18, 2021, 4:04 pm
#3002
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,864
I am a lifetime Titanium Member with Marriott. I have never used SNA nights before. I have rooms booked at the Courtyard and the Westin Hapuna in the Big Island for Thanksgiving. I am planning to use my SNA for the first time. I have a few questions, but know the answers to the same... .
1. Should I pick one or two suite choices in the SNA option...? I would prefer the Garden Lanai Suite, should I choose the others. Given the hotel is sold out, I probably should pick all the suite choices.
2. What are the chances of getting upgraded..? Given the hotel is sold out, I probably will not get an upgrade.
Just checking if others had any luck with the hotels recently.
Thanks...
....mottai
.1. Should I pick one or two suite choices in the SNA option...? I would prefer the Garden Lanai Suite, should I choose the others. Given the hotel is sold out, I probably should pick all the suite choices.
2. What are the chances of getting upgraded..? Given the hotel is sold out, I probably will not get an upgrade.
Just checking if others had any luck with the hotels recently.
Thanks...
....mottai
Oct 18, 2021, 4:43 pm
#3003
FlyerTalk Evangelist
Join Date: Aug 2006
Location: SNA
Posts: 18,240
I have not seen this before. Checking in in 2 days. At 2 pm I get the SNAs returned to husband's account and an email. Why are they returning them so early?•
Reservation confirmation number: xxxxxxx
•
Hotel: XXXXXXXXXXXXXXXXXXXXXXXXX
•
Stay dates: 2021-10-20 through 2021-10-23
•
Suite Night Award(s) credited back to your account: 3
•
New Suite Night Award(s) balance: 11
WE'RE SORRY
Despite our best efforts, we were unable to confirm your Suite Night Awards™ request for your upcoming reservation.
Here are your reservation details:
We're sorry we couldn't fulfill your request at this time. Please keep in mind that based upon availability, Marriott Bonvoy™ Platinum Elite, Titanium Elite and Ambassador Elite members may receive an upgraded room upon check-in as a benefit of their Elite status — without using any Suite Night Award(s).
We look forward to welcoming you and making your stay a great one.
Reservation confirmation number: xxxxxxx
•
Hotel: XXXXXXXXXXXXXXXXXXXXXXXXX
•
Stay dates: 2021-10-20 through 2021-10-23
•
Suite Night Award(s) credited back to your account: 3
•
New Suite Night Award(s) balance: 11
WE'RE SORRY
Despite our best efforts, we were unable to confirm your Suite Night Awards™ request for your upcoming reservation.
Here are your reservation details:
We're sorry we couldn't fulfill your request at this time. Please keep in mind that based upon availability, Marriott Bonvoy™ Platinum Elite, Titanium Elite and Ambassador Elite members may receive an upgraded room upon check-in as a benefit of their Elite status — without using any Suite Night Award(s).
We look forward to welcoming you and making your stay a great one.
Oct 31, 2021, 4:53 pm
#3004
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,347
Has anyone had this happen to them before? (I'm sorry if it's been discussed but I couldn't read all 200+ pages.)
I made a 5 night booking on points. Immediately thereafter I went into the reservation and applied SNAs. I received 3 emails at the exact same time: 2 emails confirming my request and advising that 5 SNAs were removed and 1 email stating that my SNA request was canceled and the 5 SNAs were redeposited (presumably because the request was duplicated which I have no idea how because I was doing it in the app and only did it once).
So we should be good, however now when I view the reservation in the app it is showing that SNAs can't be applied to it, but when viewed online it is showing them correctly as pending. It's not an app issue because my other reservations with SNA requests are showing fine in the app. So I'm just worried about that one. Should I cancel my reservation completely and redo it or just leave it and not worry?
I made a 5 night booking on points. Immediately thereafter I went into the reservation and applied SNAs. I received 3 emails at the exact same time: 2 emails confirming my request and advising that 5 SNAs were removed and 1 email stating that my SNA request was canceled and the 5 SNAs were redeposited (presumably because the request was duplicated which I have no idea how because I was doing it in the app and only did it once).
So we should be good, however now when I view the reservation in the app it is showing that SNAs can't be applied to it, but when viewed online it is showing them correctly as pending. It's not an app issue because my other reservations with SNA requests are showing fine in the app. So I'm just worried about that one. Should I cancel my reservation completely and redo it or just leave it and not worry?
Nov 1, 2021, 1:24 am
#3005
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
Has anyone had this happen to them before? (I'm sorry if it's been discussed but I couldn't read all 200+ pages.)
I made a 5 night booking on points. Immediately thereafter I went into the reservation and applied SNAs. I received 3 emails at the exact same time: 2 emails confirming my request and advising that 5 SNAs were removed and 1 email stating that my SNA request was canceled and the 5 SNAs were redeposited (presumably because the request was duplicated which I have no idea how because I was doing it in the app and only did it once).
So we should be good, however now when I view the reservation in the app it is showing that SNAs can't be applied to it, but when viewed online it is showing them correctly as pending. It's not an app issue because my other reservations with SNA requests are showing fine in the app. So I'm just worried about that one. Should I cancel my reservation completely and redo it or just leave it and not worry?
I made a 5 night booking on points. Immediately thereafter I went into the reservation and applied SNAs. I received 3 emails at the exact same time: 2 emails confirming my request and advising that 5 SNAs were removed and 1 email stating that my SNA request was canceled and the 5 SNAs were redeposited (presumably because the request was duplicated which I have no idea how because I was doing it in the app and only did it once).
So we should be good, however now when I view the reservation in the app it is showing that SNAs can't be applied to it, but when viewed online it is showing them correctly as pending. It's not an app issue because my other reservations with SNA requests are showing fine in the app. So I'm just worried about that one. Should I cancel my reservation completely and redo it or just leave it and not worry?
We would like to help look into the Suite Night Awards status for your reservation. Please provide your Marriott Bonvoy account number and reservation details to us via private mail here or by email below.
Best Regards,
Christina Z
Specialist, Social Media
Marriott International
[email protected]
Nov 1, 2021, 8:37 am
#3006
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
however now when I view the reservation in the app it is showing that SNAs can't be applied to it, but when viewed online it is showing them correctly as pending. It's not an app issue because my other reservations with SNA requests are showing fine in the app. So I'm just worried about that one. Should I cancel my reservation completely and redo it or just leave it and not worry?
Nov 1, 2021, 8:59 am
#3007
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,347
This is what I see in the app.
This is what I see on their website for that same reservation.
I also have a screenshot that I took during the process of selecting which suites I would like so telling me that I can't use SNAs for this reservation is just false.
Nov 1, 2021, 9:04 am
#3008
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
No one is going to dig in and try to figure what's wrong with the underlying code. They're just going to tell you it looks fine through their system. Just read the last several pages of this thread.
There's no recourse when the SNA process fails. One of the reasons the whole SNA system is so heavily criticized here.
There's no recourse when the SNA process fails. One of the reasons the whole SNA system is so heavily criticized here.
Nov 1, 2021, 2:00 pm
#3009
Join Date: Jan 2013
Location: CT/NY
Programs: Bonvoy Titanium; Amtrak Select
Posts: 61
I am a lifetime Titanium Member with Marriott. I have never used SNA nights before. I have rooms booked at the Courtyard and the Westin Hapuna in the Big Island for Thanksgiving. I am planning to use my SNA for the first time. I have a few questions, but know the answers to the same... .
1. Should I pick one or two suite choices in the SNA option...? I would prefer the Garden Lanai Suite, should I choose the others. Given the hotel is sold out, I probably should pick all the suite choices.
2. What are the chances of getting upgraded..? Given the hotel is sold out, I probably will not get an upgrade.
Just checking if others had any luck with the hotels recently.
Thanks...
....mottai
.1. Should I pick one or two suite choices in the SNA option...? I would prefer the Garden Lanai Suite, should I choose the others. Given the hotel is sold out, I probably should pick all the suite choices.
2. What are the chances of getting upgraded..? Given the hotel is sold out, I probably will not get an upgrade.
Just checking if others had any luck with the hotels recently.
Thanks...
....mottai
Nov 1, 2021, 2:40 pm
#3011
Join Date: Apr 2021
Location: Manhattan, Palm Beach Island, San Francisco, Boston, & Hong Kong
Programs: Lifetime United Global Services, Delta Plat, Hyatt Globalist, Marriott Ambassador, & Hilton Diamond
Posts: 3,165
It’s a multi-faceted issue. On one hand, they seldom clear. On the other hand, very few hotels have true suite options in SNAs so there is little benefit when they clear .
Nov 1, 2021, 3:23 pm
#3012
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,347
So far I was lucky to get 2 nights to clear this year. Almost all other times when they haven't I got the same upgrade via chat. All to true suites. I personally wouldn't waste SNAs on rooms with better views or the like.
Nov 1, 2021, 3:38 pm
#3013
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,771
Edit: I’ve only been staying in Europe. My SNAs cleared yesterday for an upcoming stay in Amsterdam.
Nov 1, 2021, 3:50 pm
#3014
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
But there are so many negatives, including the IT failures, the ever-dwindling pool of properties that participate, the reduction in SNA pool by the properties that do participate, the properties that only dump garbage rooms into the SNA pool, the gaming at the property level (including cancelation of requests and downgrading of confirmed upgrades), and finally - from my perspective the most important negative of all - the fact that best case scenario is you clear at T-5, with a very substantial risk you don't clear at all.
Nov 1, 2021, 3:54 pm
#3015
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,043
No one is going to dig in and try to figure what's wrong with the underlying code. They're just going to tell you it looks fine through their system. Just read the last several pages of this thread.
There's no recourse when the SNA process fails. One of the reasons the whole SNA system is so heavily criticized here.
There's no recourse when the SNA process fails. One of the reasons the whole SNA system is so heavily criticized here.
It sounds as if the Suite Night Award (SNA) process is as accurate as their counting of our years as Platinum Elite or higher.
We've been Bonv°yed!
