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
Mar 19, 2022, 3:43 pm
#3271
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
All can be negotiated. Many properties are, however, reluctant to allow it as it is more hassle to arrange. Technically, upgrade is only eligible if available for all nights based on T&C.
Mar 21, 2022, 8:20 am
#3272
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,913
Are the automated emails still being sent when the SNA is unable to be confirmed at the 5 day window?
I've got an upcoming reservation this weekend that's been waitlisted for SNAs for the past 11+ months. Up until today (5 days before arrival) the SNAs were showing waitlisted in my reservation. Now there's a message saying "Suite Night Award(s) cannot be used towards this reservation" yet I've not received the typical email at 2pm hotel time 5 days prior saying the system is still working on the SNA request. The room itself does not appear to be upgraded in the reservation and the SNAs themselves haven't been redeposited to my account. Calling the Bonvoy Titanium desk, they said they can neither see the waitlisted SNAs on their end, or any indication that the room has been upgraded, and sent a message to the hotel.
I'm batting below the Mendoza Line when it comes to SNAs, so my expectations are low to begin with but this is a new issue for me (normally I just get the emails saying the SNAs haven't been confirmed yet, and they are ultimately redeposited into my account the day prior to arrival).
-FlyerBeek
I've got an upcoming reservation this weekend that's been waitlisted for SNAs for the past 11+ months. Up until today (5 days before arrival) the SNAs were showing waitlisted in my reservation. Now there's a message saying "Suite Night Award(s) cannot be used towards this reservation" yet I've not received the typical email at 2pm hotel time 5 days prior saying the system is still working on the SNA request. The room itself does not appear to be upgraded in the reservation and the SNAs themselves haven't been redeposited to my account. Calling the Bonvoy Titanium desk, they said they can neither see the waitlisted SNAs on their end, or any indication that the room has been upgraded, and sent a message to the hotel.
I'm batting below the Mendoza Line when it comes to SNAs, so my expectations are low to begin with but this is a new issue for me (normally I just get the emails saying the SNAs haven't been confirmed yet, and they are ultimately redeposited into my account the day prior to arrival).
-FlyerBeek
Mar 21, 2022, 10:06 am
#3273
Join Date: Sep 2008
Posts: 7,875
Don't know if there have been recent issues with SNA. A week ago had no issues applying SNA. Now this time it keeps showing as pending, no change in room type. No emails stating "we are looking" and no return of SNA, and when I get to hotel upgrade has been given. ???
Mar 21, 2022, 10:37 am
#3274
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,487
I'm batting below the Mendoza Line when it comes to SNAs, so my expectations are low to begin with but this is a new issue for me (normally I just get the emails saying the SNAs haven't been confirmed yet, and they are ultimately redeposited into my account the day prior to arrival).
Mar 21, 2022, 9:15 pm
#3275
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
I got complimentary upgrade to a Premium Ocean View room.
5 SNAs haven't returned to my account. I'll wait until I check out this Friday.
Mar 21, 2022, 10:05 pm
#3276
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,913
-FlyerBeek
Mar 22, 2022, 12:11 am
#3277
Join Date: Sep 2008
Posts: 7,875
From my experience sometimes the person checking you in doesn't know you used a SNA. Did they explicitly say no "sna used?"
Mar 22, 2022, 12:54 am
#3278
Join Date: Aug 2017
Location: Manchester/London
Programs: Skywards Plat, Bonvoy Titanium
Posts: 1,226
I have just had a recent stay where my SNAs remained pending for the duration of my stay - no email stating they hadn't cleared prior to check in. After checking out and receiving points and stays they still hadn't returned. I contacted guest relations at the hotel who managed to get them returned to me. Looks like this is an ongoing issue for stays where SNAs are not granted.
Mar 22, 2022, 8:27 am
#3279
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
My room is premier ocean view. Hotel manager emailed me that she will try best to get us upgraded to the best available type if SNA doesn't clear.
I have just had a recent stay where my SNAs remained pending for the duration of my stay - no email stating they hadn't cleared prior to check in. After checking out and receiving points and stays they still hadn't returned. I contacted guest relations at the hotel who managed to get them returned to me. Looks like this is an ongoing issue for stays where SNAs are not granted.
Mar 22, 2022, 12:49 pm
#3280
Join Date: Aug 2008
Location: San Francisco
Programs: AA EXP; Marriott BonVoy Titanium Elite, Marriott LT Plat.
Posts: 1,717
I have just had a recent stay where my SNAs remained pending for the duration of my stay - no email stating they hadn't cleared prior to check in. After checking out and receiving points and stays they still hadn't returned. I contacted guest relations at the hotel who managed to get them returned to me. Looks like this is an ongoing issue for stays where SNAs are not granted.
same thing happened to me. Checked out yesterday, and this morning I get the “sorry your upgrade didn’t clear” and the SNA were returned. Was there for 4 nights. Was started to doubt myself that maybe the SNA’s were returned and the email was sent to spam.
Mar 22, 2022, 4:50 pm
#3281
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,913
Something definitely seems to be off with the SNA system. Just received the "Sorry, we were unable to confirm your Suite Night Award request" email with the nights being redeposited into my account. Except, it's still 3 days before check-in (normally this email doesn't come until 2pm the day prior to arrival). At least I won't have to spend more time getting the SNAs back, but something seems amiss with SNA processing.
-FlyerBeek
-FlyerBeek
Mar 23, 2022, 3:47 am
#3285
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,017
Got the suite upgrade cleared, but then see that they placed me into a Suite with 2 twin beds. I didn't request any suites via the checkbox for 2 twins, only requested those with Kings. So frustrating. Trying to get in touch with the property via the App feature, but no one responds (as of yet).