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, 7:46 pm
#3586
Join Date: Feb 2020
Location: USA
Programs: MB Ambassador, WOH Globalist, HH Diamond (Aspire), AA Gold, UA (*G) Gold
Posts: 5,159
I've tried 4 times this year on real suites - 2 (both in Hawaii) were denied, and two (2 nights in Vancouver and 1 in Nashville) were accepted. So, I only have 2 left to expire at the end of this year.
Jul 1, 2022, 9:40 pm
#3587
Join Date: Jun 2013
Posts: 308
Everyone should at least screen shot this while it still shows too. File complaints with corporate and write your local attorney generals or the one in Maryland. Post on that original message in the group your thoughts. Tweet dissatisfaction. Write on their posts on social media asking about it etc.
I know it may sound extreme over some SNAs, but the best hope for seeing them extended is by making noise.
I know it may sound extreme over some SNAs, but the best hope for seeing them extended is by making noise.
Jul 2, 2022, 12:16 am
#3588
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,201
https://liveandletsfly.com/marriott-...rds-extension/
What a complete sleazebag of a company Marriott is
What a complete sleazebag of a company Marriott is
Jul 2, 2022, 1:15 am
#3589
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
Marriott IT has problems counting ten years of Platinum Elite status. Do you really think their IT can timely resolve this debacle?
Jul 2, 2022, 4:25 am
#3591
Join Date: Apr 2013
Location: Orlando, FL
Programs: Marriott titanium elite, Hilton Diamond
Posts: 81
Same here, the SNA I applied at Waikoloa Beach Marriott got approved (currently staying here), and just got approved into a 2 bedroom suite at the Wailea-Maui Residence Inn from 4th July until the 9th.
Jul 2, 2022, 7:04 am
#3594
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,046
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.
Jul 2, 2022, 10:10 am
#3596
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,319
So far, 1 of 5 of my extended SNA's have been clawed back. Very poor form on Marriott's part.... As others have already noted, from a customer service and customer relations perspective, Marriott has done about the worst thing possible.
--Jon
--Jon
Jul 2, 2022, 10:20 am
#3598
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
That's not too bad if Bonvoy only claws back 1 out of 4 or 5.
Jul 2, 2022, 10:34 am
#3599
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,319
True if they stop at one. Since this appears to be a manual process, not sure they are done yet. Time will tell.... I still standby my comments on customer relations and customer service. Even if it wasn't intentional, Marriott should have let the extensions stand.
--Jon
--Jon
Jul 2, 2022, 11:42 am
#3600
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,201
The correct way to resolve this debacle without being an a$$wipe is just let the SNAs remain in the account. Since this is jerk CEO #2 in a row, I think this company will continue to sink to new, lower levels. Just unbelievable what this company has become with incredibly poor quality, downright nasty, arrogant leadership.