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
May 1, 2022, 11:05 am
#3362
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Not sure how Marriott IT is set up but my guess is it will not clear. IMHO, you are better off cancelling SNA now to get it back. It may not be easy after the fact.
May 2, 2022, 7:17 am
#3363
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,349
Your should check both the app and desk top site to see what it says in your reservation with regard to your SNAs because by me I think one said that the hotel wasn't accepting any but the other showed my SNAs correctly applied.
May 2, 2022, 10:42 pm
#3364
Join Date: Feb 2002
Location: San Diego, CA
Programs: SPG Platinum, HH Diamond, MR/RC Plat, KLM Plat, AS MVPG75K, UA Gold
Posts: 229
Well I recently got burned with a three night stay earlier this year that cleared SNA's but a later stay that did not clear and so was in the position of having my recent SNA's used while my close expiring ones were left in my account. I reached out to the Ambassador team as well as Marriott Bonvoy Champion and neither would fix the issue instead insisting; this is how the system was designed.
Really bummed as I had planned on using them for my 40th birthday in Spain in July but now I'm not left with five that would not expire in July. Below is their response; really a terrible company with terrible customer service. If Marriott had any ethics they would at least state in the multiple SNA information pages/FAQ's or in the official terms and conditions that the guest is responsible for canceling and re-requesting SNA's for stays if they want to preserve the proper SNA expiration being used. Unreal. As always, Marriott's IT failures become the problem of the guest.
__________________________________________________ __________________________________________________ ____________
Dear PDXbased1K,
Thank you for your loyalty and sharing your concern with us.
We are sorry for any inconvenience may be caused. Kindly advise that the system always takes first the older Suite Night Awards when member requests SNAs in a booking. If the system took the SNAs with later expiration, that would be because the ones with earlier expiration were already linked to other reservations. The SNAs are not able to be changed as the stay has passed and the SNAs have been used . We appreciate for your understanding.
If you would like us to share your feedback to our Ambassador team, please reply us with your email address recorded in your member account for account verification purpose. Thank you.
Best regards,
XXXXX
Specialist Social Media
Marriott International
[email protected]
Really bummed as I had planned on using them for my 40th birthday in Spain in July but now I'm not left with five that would not expire in July. Below is their response; really a terrible company with terrible customer service. If Marriott had any ethics they would at least state in the multiple SNA information pages/FAQ's or in the official terms and conditions that the guest is responsible for canceling and re-requesting SNA's for stays if they want to preserve the proper SNA expiration being used. Unreal. As always, Marriott's IT failures become the problem of the guest.
__________________________________________________ __________________________________________________ ____________
Dear PDXbased1K,
Thank you for your loyalty and sharing your concern with us.
We are sorry for any inconvenience may be caused. Kindly advise that the system always takes first the older Suite Night Awards when member requests SNAs in a booking. If the system took the SNAs with later expiration, that would be because the ones with earlier expiration were already linked to other reservations. The SNAs are not able to be changed as the stay has passed and the SNAs have been used . We appreciate for your understanding.
If you would like us to share your feedback to our Ambassador team, please reply us with your email address recorded in your member account for account verification purpose. Thank you.
Best regards,
XXXXX
Specialist Social Media
Marriott International
[email protected]
May 3, 2022, 12:39 am
#3365
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,470
Well I recently got burned with a three night stay earlier this year that cleared SNA's but a later stay that did not clear and so was in the position of having my recent SNA's used while my close expiring ones were left in my account. I reached out to the Ambassador team as well as Marriott Bonvoy Champion and neither would fix the issue instead insisting; this is how the system was designed.
Really bummed as I had planned on using them for my 40th birthday in Spain in July but now I'm not left with five that would not expire in July. Below is their response; really a terrible company with terrible customer service. If Marriott had any ethics they would at least state in the multiple SNA information pages/FAQ's or in the official terms and conditions that the guest is responsible for canceling and re-requesting SNA's for stays if they want to preserve the proper SNA expiration being used. Unreal. As always, Marriott's IT failures become the problem of the guest.
__________________________________________________ __________________________________________________ ____________
Dear PDXbased1K,
Thank you for your loyalty and sharing your concern with us.
We are sorry for any inconvenience may be caused. Kindly advise that the system always takes first the older Suite Night Awards when member requests SNAs in a booking. If the system took the SNAs with later expiration, that would be because the ones with earlier expiration were already linked to other reservations. The SNAs are not able to be changed as the stay has passed and the SNAs have been used . We appreciate for your understanding.
If you would like us to share your feedback to our Ambassador team, please reply us with your email address recorded in your member account for account verification purpose. Thank you.
Best regards,
XXXXX
Specialist Social Media
Marriott International
[email protected]
Really bummed as I had planned on using them for my 40th birthday in Spain in July but now I'm not left with five that would not expire in July. Below is their response; really a terrible company with terrible customer service. If Marriott had any ethics they would at least state in the multiple SNA information pages/FAQ's or in the official terms and conditions that the guest is responsible for canceling and re-requesting SNA's for stays if they want to preserve the proper SNA expiration being used. Unreal. As always, Marriott's IT failures become the problem of the guest.
__________________________________________________ __________________________________________________ ____________
Dear PDXbased1K,
Thank you for your loyalty and sharing your concern with us.
We are sorry for any inconvenience may be caused. Kindly advise that the system always takes first the older Suite Night Awards when member requests SNAs in a booking. If the system took the SNAs with later expiration, that would be because the ones with earlier expiration were already linked to other reservations. The SNAs are not able to be changed as the stay has passed and the SNAs have been used . We appreciate for your understanding.
If you would like us to share your feedback to our Ambassador team, please reply us with your email address recorded in your member account for account verification purpose. Thank you.
Best regards,
XXXXX
Specialist Social Media
Marriott International
[email protected]
I don't know what you want them to outline in the T&Cs about this. The attachment of SNAs and reservation seems pretty clear when the SNAs with expiration date DD/MM/YY disappear from your SNA list when you request an upgrade on a given stay.
Definitely a lesson that, unfortunately, some manual management is required with SNA requests not requested in the same order as the stays occur, and re-requesting if some don't clear.
May 3, 2022, 9:49 am
#3366
Join Date: Feb 2002
Location: San Diego, CA
Programs: SPG Platinum, HH Diamond, MR/RC Plat, KLM Plat, AS MVPG75K, UA Gold
Posts: 229
These things are indeed attached to reservations. If you attach all the earliest expiring ones to a booking which then doesn't clear, those are going to be refunded, and if you'd subsequently upgraded a booking using later-expiring ones, those are gone. It's not like it's designed to draw them from a pool, although maybe it should be. Personally wouldn't call this an IT failure even if the mechanics of the system could be improved.
I don't know what you want them to outline in the T&Cs about this. The attachment of SNAs and reservation seems pretty clear when the SNAs with expiration date DD/MM/YY disappear from your SNA list when you request an upgrade on a given stay.
Definitely a lesson that, unfortunately, some manual management is required with SNA requests not requested in the same order as the stays occur, and re-requesting if some don't clear.
I don't know what you want them to outline in the T&Cs about this. The attachment of SNAs and reservation seems pretty clear when the SNAs with expiration date DD/MM/YY disappear from your SNA list when you request an upgrade on a given stay.
Definitely a lesson that, unfortunately, some manual management is required with SNA requests not requested in the same order as the stays occur, and re-requesting if some don't clear.
May 3, 2022, 12:08 pm
#3367
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
May 6, 2022, 9:32 am
#3370
Join Date: Jan 2018
Programs: Marriott Bonvoy Ambassador Elite, United Premier Silver, National Executive Elite
Posts: 151
I’ve had success in the past with booking back-to-back reservations one five night and the other 1-3 and applied the SNA to the five. You’ll often have to change rooms for the last 1-3 nights but on one occasion I was able to stay in the room I had.
May 6, 2022, 9:37 am
#3371
Join Date: May 2004
Location: Florida
Programs: DL Diamond // Marriott LT Titanium
Posts: 169
that is what I thought as well. We got a 2 year old. So a bit difficult in changing rooms. still worth a try.
May 6, 2022, 9:39 am
#3372
Join Date: Jan 2018
Programs: Marriott Bonvoy Ambassador Elite, United Premier Silver, National Executive Elite
Posts: 151
I hear you. I’ve got a 3 year old. We’re changing rooms today at the Royal Hawaiian haha. The suite we got was awesome though and it’s just one more day before we head to the Big Island.
May 6, 2022, 10:07 am
#3373
Join Date: Aug 2018
Location: Costa Rica / New York
Programs: Bonvoy Titanium, Copa ConnectMiles Platinum, United Gold
Posts: 33
Hotel blocking SNAs?
I've had an interesting experience with the Sheraton San Jose, Costa Rica. A couple years back I was able to use SNAs just fine, but for the last 1-2 years SNAs can't be used at this hotel at all. I've tried multiple different rates (points, prepaid and cash) for multiple lengths and multiple different dates as I visit often and I always get a message stating that SNA's can be used towards my reservation regardless of suites being available. So...I wanted to ask if there's a policy somewhere that allows for hotels to not accept SNAs? I worry that this could set a precedent that would basically allow any property to not accept them and render them worthless (not that they're very valuable as of now, but anyways...).
May 6, 2022, 10:32 am
#3374
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Yes, individual hotels can opt out of SNA. See wiki in the SNA thread. Many reports of specific hotels opting out.
https://www.flyertalk.com/forum/marr...on-thread.html
https://www.flyertalk.com/forum/marr...on-thread.html
May 6, 2022, 10:45 am
#3375
Join Date: Aug 2018
Location: Costa Rica / New York
Programs: Bonvoy Titanium, Copa ConnectMiles Platinum, United Gold
Posts: 33
Yes, individual hotels can opt out of SNA. See wiki in the SNA thread. Many reports of specific hotels opting out.
https://www.flyertalk.com/forum/marr...on-thread.html
https://www.flyertalk.com/forum/marr...on-thread.html