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
Jul 1, 2022, 10:12 am
#3571
Join Date: Jan 2015
Location: Kuwait (KW)
Programs: Qatar Airways, Hyatt, Hilton, Marriott, IHG
Posts: 2,708
Honestly... shame, shame, SHAME on Marriott. This is double egg on their faces because not only is it the most customer unfriendly move to actively take away from their guests following a mistake on their end that they should just take on the chin and walk away from with grace in the spirit of hospitality, but it shows how shoddy their IT is that many guests the world over are given a sense of hope and now they've got to go in and make this nasty correction with.
What horrid corporate culture - so much for the Spirit to Serve.
khabah
What horrid corporate culture - so much for the Spirit to Serve.
khabah
Jul 1, 2022, 10:58 am
#3572
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,328
You better believe it! My excitement lasted exactly like an hour until I read that post 
.
I don't believe that it was a "limited" amount of customers that had their SNAs unintentionally extended, I think it was everyone but they're trying to make it sound like it was just a select few in order to lessen the impact. Shame on Marriott.
.I don't believe that it was a "limited" amount of customers that had their SNAs unintentionally extended, I think it was everyone but they're trying to make it sound like it was just a select few in order to lessen the impact. Shame on Marriott.
Jul 1, 2022, 10:59 am
#3573
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Jul 1, 2022, 11:31 am
#3574
Join Date: Jun 2018
Location: CVG
Programs: DL Diamond, Marriott Bonvoy Titanium, HHonors Silver
Posts: 72
Jul 1, 2022, 1:22 pm
#3576
Join Date: Dec 2008
Location: DUB-BOS
Programs: various
Posts: 3,677
just when you think they cannot go any lower........
The worst part is the certs are almost unusable anyway. Even when suites are available, properties decline the upgrade, so they just made a load of bad PR for no reason. Any cost to letting it roll, would have been marginal at best.
All I can think of is they are gone beyond caring, and can not even be bothered with the pretense that they appreciate our business.
It has been steadily downhill with them for the past 5 years or so, but recently it seems to be accelerating.
The worst part is the certs are almost unusable anyway. Even when suites are available, properties decline the upgrade, so they just made a load of bad PR for no reason. Any cost to letting it roll, would have been marginal at best.
All I can think of is they are gone beyond caring, and can not even be bothered with the pretense that they appreciate our business.
It has been steadily downhill with them for the past 5 years or so, but recently it seems to be accelerating.
Jul 1, 2022, 1:54 pm
#3577
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,407
Jul 1, 2022, 2:01 pm
#3578
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,474
Jul 1, 2022, 4:38 pm
#3579
Join Date: Mar 2005
Location: YVR
Programs: AC SE, HH Gold, Marriott Titanium, National EE, Sixt Platinum, Hertz PC, AVIS PC
Posts: 1,907
LOL.. doh! I wasn't thinking that you couldn't actually apply these to future reservations.. whoops! 
Ron.
Ron.
Last edited by newfbc; Jul 1, 2022 at 5:19 pm
Jul 1, 2022, 4:58 pm
#3580
Join Date: Oct 2009
Location: Somewhere over the rainbow
Programs: Airline Free Agent, Bonvoy Platinum, Hyatt Globalist
Posts: 3,809
Jul 1, 2022, 5:10 pm
#3581
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,328
Jul 1, 2022, 5:18 pm
#3582
Join Date: Mar 2005
Location: YVR
Programs: AC SE, HH Gold, Marriott Titanium, National EE, Sixt Platinum, Hertz PC, AVIS PC
Posts: 1,907
Jul 1, 2022, 6:28 pm
#3583
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,301
I'm worried they'll grab unattached ones that are legitimately expiring 12/31 and some how I'll have less than if I didn't try it.
No logic other than one Bonvoyed leads to another.
Jul 1, 2022, 7:28 pm
#3584
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 31,951
This is a fascinating thread. I select 10 every year and can use them no problem. Something is strange to be honest and I use them in the US, Europe and Asia …
Jul 1, 2022, 7:44 pm
#3585
Join Date: Jul 2013
Location: Montreal, Quebec
Programs: United, Bonvoy, NEXUS/GE, Amex Plat
Posts: 125
Jealous! I had 9 due to expire that I’ve applied to at least 50 nights worth of bookings over the last 12 months. During that time I had a single one night stay clear and that’s it. Granted I don’t select things like higher floor or “better view” type rooms, but I would hope that I would get those types of upgrades on a complimentary basis.
