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 23, 2022, 8:24 pm
#3286
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
It seems we can't use SNAs for TWO rooms on the same reservations. See TOS below.
Suite Night Awards may not be transferred or given as a gift or used as part of a multiple room reservation; however, a Member may use Suite Night Awards for additional single-room reservations on his/her own stay as long as the Member is present for the stay and the other reservations are under the Member's name.
But I can book a separate reservation under my name and use SNAs, right?
Suite Night Awards may not be transferred or given as a gift or used as part of a multiple room reservation; however, a Member may use Suite Night Awards for additional single-room reservations on his/her own stay as long as the Member is present for the stay and the other reservations are under the Member's name.
But I can book a separate reservation under my name and use SNAs, right?
Mar 23, 2022, 8:35 pm
#3287
Join Date: Jan 2020
Programs: Marriott Titanium (Lifetime Gold), Caesars Diamond
Posts: 1,402
I reserved a room with a free night certificate on the mobile app and it said I can't apply a SNA. I rebooked it on desktop and the button isn't there either.
The terms and conditions say:
I guess I'll call them lol
The terms and conditions say:
Suite Night Awards can be used on Marriott-Bonvoy-eligible reservations including paid stays as well as Free Night Award stays and Cash & Points stays. Advance Purchase rates are not eligible for Suite Night Awards.
Last edited by gudugan; Mar 23, 2022 at 8:47 pm
Mar 23, 2022, 9:40 pm
#3288
Join Date: Sep 2004
Location: New York, NY
Programs: Marriott Bonvoy Lifetime Tit, Hilton Diamond, BA Gold, Carlson Gold, UA*S,
Posts: 1,363
Just bizarre... SNA's failed to clear.... got upgraded to a suite at The Ven Washington D.C.
SNA's back in my account two days after checking out!
SNA's back in my account two days after checking out!
Mar 23, 2022, 10:24 pm
#3289
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
It seems we can't use SNAs for TWO rooms on the same reservations. See TOS below.
Suite Night Awards may not be transferred or given as a gift or used as part of a multiple room reservation; however, a Member may use Suite Night Awards for additional single-room reservations on his/her own stay as long as the Member is present for the stay and the other reservations are under the Member's name.
But I can book a separate reservation under my name and use SNAs, right?
Suite Night Awards may not be transferred or given as a gift or used as part of a multiple room reservation; however, a Member may use Suite Night Awards for additional single-room reservations on his/her own stay as long as the Member is present for the stay and the other reservations are under the Member's name.
But I can book a separate reservation under my name and use SNAs, right?
Yes, as per the terms, "a Member may use Suite Night Awards for additional single-room reservations on his/her own stay as long as the Member is present for the stay and the other reservations are under the Member's name".
Best Regards,
Christina Z
Specialist, Social Media
Marriott International
[email protected]
Mar 24, 2022, 9:13 am
#3290
Join Date: Sep 2008
Posts: 7,875
It seems we can't use SNAs for TWO rooms on the same reservations. See TOS below.
Suite Night Awards may not be transferred or given as a gift or used as part of a multiple room reservation; however, a Member may use Suite Night Awards for additional single-room reservations on his/her own stay as long as the Member is present for the stay and the other reservations are under the Member's name.
But I can book a separate reservation under my name and use SNAs, right?
Suite Night Awards may not be transferred or given as a gift or used as part of a multiple room reservation; however, a Member may use Suite Night Awards for additional single-room reservations on his/her own stay as long as the Member is present for the stay and the other reservations are under the Member's name.
But I can book a separate reservation under my name and use SNAs, right?
I have booked 3 separate rooms under separate reservations and applied SNA to all of them and got them all approved, so yes.
Mar 24, 2022, 9:32 am
#3291
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
Is this a complaint? There are many instances of SNAs not clearing and the guest getting a suite upgrade anyway upon check in. SNAs clear from a different pool of rooms to the general inventory. It's well documented.
Mar 24, 2022, 9:35 am
#3292
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
I'm not sure what you will achieve by calling anyone. SNA inventory is not an automatic right and it's well documented that hotels manage their own SNA inventory - just not the SNA allocation process. So it's very possible that a hotel doesn't allocate any rooms of any type to the SNA process or that the rooms they did allocate are already taken and hence there are no further rooms available for SNA upgrade. But if you want to spend some time on the phone in a queue and then talking to an agent who can do nothing about this then by all means go ahead.
Last edited by ftrichard; Mar 24, 2022 at 5:07 pm
Mar 26, 2022, 9:46 am
#3293
Join Date: Jan 2020
Programs: Marriott Titanium (Lifetime Gold), Caesars Diamond
Posts: 1,402
I booked five nights with points with the same hotel and applied SNA to all five nights. The sixth night is with a free night certificate. So this is a technical glitch.
Now I'm on the phone with them and they say they have technical issues on their side and can't look up or book any reservations. LOL!
They said I should give it more time. Bonvoyed!!
Anyway they did confirm that SNA should be able to be applied to free night certificate bookings.
Now I'm on the phone with them and they say they have technical issues on their side and can't look up or book any reservations. LOL!
They said I should give it more time. Bonvoyed!!
Anyway they did confirm that SNA should be able to be applied to free night certificate bookings.
Mar 29, 2022, 3:35 pm
#3294
Join Date: Oct 2009
Posts: 236
Are you more or less likely to get the highest upgrade category if you select all of the upgrade options? For example, I've booked a island/city (i.e. bad) view room on points (which all that is available for a points reservation). If the upgrade selections include a suite, an ocean view room, a partial ocean view room, and a pool view room, do I lessen my chances for a suite or an ocean view room if I choose all of the upgrade options? Or does the system choose the "highest" option of all that are available?
Mar 29, 2022, 3:56 pm
#3295
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
Are you more or less likely to get the highest upgrade category if you select all of the upgrade options? For example, I've booked a island/city (i.e. bad) view room on points (which all that is available for a points reservation). If the upgrade selections include a suite, an ocean view room, a partial ocean view room, and a pool view room, do I lessen my chances for a suite or an ocean view room if I choose all of the upgrade options? Or does the system choose the "highest" option of all that are available?
Mar 29, 2022, 6:19 pm
#3296
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
Are you more or less likely to get the highest upgrade category if you select all of the upgrade options? For example, I've booked a island/city (i.e. bad) view room on points (which all that is available for a points reservation). If the upgrade selections include a suite, an ocean view room, a partial ocean view room, and a pool view room, do I lessen my chances for a suite or an ocean view room if I choose all of the upgrade options? Or does the system choose the "highest" option of all that are available?
As a point of principle, I (and others here) only select meaningful room upgrades when trying to apply SNAs to a reservation and if they clear then great. If not then (at least in some regions) you have a very strong chance of being upgraded to the lower room type anyway at check in without using the SNA.
As you're asking these questions in this forum, you are probably new to SNAs which is fine. You'll soon discover that they're a random, inconsistent, and frustrating benefit if you have expectations that they do what they say on the tin but occasionally, just occasionally, they secure an amazing upgrade in advance against all odds. I've said it many times before that Marriott should rename them PUGs - Priority UpGrades because that would be nearer most people's experience and would be less challenging for the hotels to accept and implement.
Mar 29, 2022, 6:32 pm
#3297
Join Date: Jun 2019
Location: Hawaii
Programs: AA EXP, HA PL, Hilton 💎, Marriott Ti, Wyndham/Caesars 💎, Hertz PC
Posts: 343
Are you more or less likely to get the highest upgrade category if you select all of the upgrade options? For example, I've booked a island/city (i.e. bad) view room on points (which all that is available for a points reservation). If the upgrade selections include a suite, an ocean view room, a partial ocean view room, and a pool view room, do I lessen my chances for a suite or an ocean view room if I choose all of the upgrade options? Or does the system choose the "highest" option of all that are available?
Mar 29, 2022, 8:33 pm
#3298
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
Actually, the property doesn’t assign the upgrade, the system does. However under Marriott’s management, properties know they can override the system without repercussions.
Apr 4, 2022, 8:55 am
#3299
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
A rare success story!
Residence Inn Ann Arbor Downtown.
April 1-3
Reserved a studio suite (on points).
Applied for SNA and received a "panoramic studio suite" which has a bit of an odd layout but is larger and a nice room.
Not a big upgrade but I was happy to have it!
In spite of this success I still think this is one of the worst programs in Marriott history! Or at least one of the most frustrating.
Residence Inn Ann Arbor Downtown.
April 1-3
Reserved a studio suite (on points).
Applied for SNA and received a "panoramic studio suite" which has a bit of an odd layout but is larger and a nice room.
Not a big upgrade but I was happy to have it!
In spite of this success I still think this is one of the worst programs in Marriott history! Or at least one of the most frustrating.
Apr 4, 2022, 9:34 am
#3300
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,315
Shouldn’t the room change on the reservation once the upgrade clears? Mine didn’t although I did get an upgrade confirmed email with a specific suite mentioned.
I also had one odd thing where it didn’t clear at T-5 days,got the standard “we’re still trying” note, but the upgrade was then returned to my account at T-4 days and got the "sorry we tried" email you get when it’s T-1.
I reapplied this SNA, and now can’t modify it on the app (but can on the website).
Can anyone shed light on either whether the reservation should show the upgraded room or this odd T-4 days search end.
ETA -found out the hotel says I WASN"T upgraded even though the confirmation shows yes.
I also had one odd thing where it didn’t clear at T-5 days,got the standard “we’re still trying” note, but the upgrade was then returned to my account at T-4 days and got the "sorry we tried" email you get when it’s T-1.
I reapplied this SNA, and now can’t modify it on the app (but can on the website).
Can anyone shed light on either whether the reservation should show the upgraded room or this odd T-4 days search end.
ETA -found out the hotel says I WASN"T upgraded even though the confirmation shows yes.
Last edited by beachfan; Apr 4, 2022 at 10:37 am