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 2, 2022, 11:45 am
#3601
Join Date: Aug 2000
Location: Newton Centre, MA, USA
Programs: DL 2MM Gold, AA Plat Pro; Hilton Lifetime Diamond, Bonvoy Lifetime Titanium (via SPG), IHG Plat
Posts: 2,192
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, 1:04 pm
#3602
Join Date: Mar 2015
Location: YVR
Posts: 1,082
Wow..... They "accidentally" extended SNAs, and now are trying to claw them back?
How much do these SNAs cost Marriott anyways? Seems extremely foolish move to make trying to claw something that has potentially minimal cost back, and alienating their elite members.
How much do these SNAs cost Marriott anyways? Seems extremely foolish move to make trying to claw something that has potentially minimal cost back, and alienating their elite members.
Jul 2, 2022, 5:29 pm
#3603
Join Date: Jun 2013
Location: New England
Programs: WN A&cp, SPGplat
Posts: 89
I had two that were extended. One of them has now been clawed back. At what wage rate would it make sense to employ someone to do these one at a time? (And create ill will in the process.) Perhaps IT staff are spending the Fourth of July weekend earning their jobs back.
Jul 2, 2022, 6:23 pm
#3604
Join Date: Aug 2000
Location: Newton Centre, MA, USA
Programs: DL 2MM Gold, AA Plat Pro; Hilton Lifetime Diamond, Bonvoy Lifetime Titanium (via SPG), IHG Plat
Posts: 2,192
Yes, as of the moment, it looks like 1 of 10 of mine have been clawed back.
Jul 3, 2022, 12:21 am
#3607
Join Date: Mar 2007
Location: MSP
Programs: Marriott Lifetime Titanium, UA Silver, Hertz 5*
Posts: 913
I had 2 SNAs expiring on 6/30, now have 1 expiring 12/31. Wife had 6 expiring on 6/30 and now has 5 expiring on 12/31. This would be hilarious if it wasn’t already pathetic.
So if I make a dummy booking for Dec and apply the extended SNAs so that they are no longer showing up as available and then cancel the request until I am ready to actually use them, would it help?
Edit: Just made a 5 night dummy booking and applied the SNAs. Let’s see what happens.
So if I make a dummy booking for Dec and apply the extended SNAs so that they are no longer showing up as available and then cancel the request until I am ready to actually use them, would it help?
Edit: Just made a 5 night dummy booking and applied the SNAs. Let’s see what happens.
Last edited by crazyhorse; Jul 3, 2022 at 12:35 am
Jul 3, 2022, 5:58 am
#3608
Join Date: Nov 2007
Location: DFW
Programs: Marriott Lifetime Titanium, HH Gold, AA Lifetime Gold, United Silver, BA Gold
Posts: 864
1. Most of the people here complaining about expiring SNAs are those who also complain that SNAs don’t clear at all. In that case how does it matter if they expire it now or end of December.
2. Most of these SNAs are from 2020. People were given ample time to use the same but they were still sitting
3. Adding more SNAs to the pot affects people like me who used these SNAs when they were issued and if these extended ones are now added to the mix, then my chances of getting upgraded diminishes.
Marriott made an error and was honest about it and clawed it back. What if a bank would have given you extra money and clawed it back? Would you get mad in that case as well?
2. Most of these SNAs are from 2020. People were given ample time to use the same but they were still sitting
3. Adding more SNAs to the pot affects people like me who used these SNAs when they were issued and if these extended ones are now added to the mix, then my chances of getting upgraded diminishes.
Marriott made an error and was honest about it and clawed it back. What if a bank would have given you extra money and clawed it back? Would you get mad in that case as well?
Jul 3, 2022, 6:56 am
#3609
Join Date: Dec 2004
Location: BLI
Programs: Alaska Million Mile Flyer, Marriott Lifetime Titanium Elite
Posts: 3,194
The math Marriott is using is fascinating.
I had 5 SNAs expiring 6/30, and 1 SNA expiring 12/31 (I had already applied 4 expiring 12/31 to a trip in late July). Now I have 1 expiring 12/31, and 4 expiring 12/31. Yes, they are listed separately.
I need to go buy some popcorn and sit back to see how this develops.
I had 5 SNAs expiring 6/30, and 1 SNA expiring 12/31 (I had already applied 4 expiring 12/31 to a trip in late July). Now I have 1 expiring 12/31, and 4 expiring 12/31. Yes, they are listed separately.
I need to go buy some popcorn and sit back to see how this develops.
Jul 3, 2022, 7:13 am
#3610
Join Date: Feb 2020
Location: USA
Programs: MB Ambassador, WOH Globalist, HH Diamond (Aspire), AA Gold, UA (*G) Gold
Posts: 5,157
If you look at the listing, you can see the granted date as well as the expiration date. Presumably, no SNAs with a granted date of 2021 or later should be modified, and Marriott will take back all SNAs with a granted date of 2020 or before.
Jul 3, 2022, 7:51 am
#3611
Join Date: Dec 2014
Posts: 1,880
1. Most of the people here complaining about expiring SNAs are those who also complain that SNAs don’t clear at all. In that case how does it matter if they expire it now or end of December.
2. Most of these SNAs are from 2020. People were given ample time to use the same but they were still sitting
3. Adding more SNAs to the pot affects people like me who used these SNAs when they were issued and if these extended ones are now added to the mix, then my chances of getting upgraded diminishes.
Marriott made an error and was honest about it and clawed it back. What if a bank would have given you extra money and clawed it back? Would you get mad in that case as well?
2. Most of these SNAs are from 2020. People were given ample time to use the same but they were still sitting
3. Adding more SNAs to the pot affects people like me who used these SNAs when they were issued and if these extended ones are now added to the mix, then my chances of getting upgraded diminishes.
Marriott made an error and was honest about it and clawed it back. What if a bank would have given you extra money and clawed it back? Would you get mad in that case as well?
Jul 3, 2022, 10:30 am
#3613
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
Jul 3, 2022, 10:34 am
#3614
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Diamond, IHG Diamond Ambassador
Posts: 2,534
The absolute clown show that is Marriott never ceases to amaze me. It's as if they impute literally zero value to customer goodwill.
Jul 3, 2022, 10:51 am
#3615
FlyerTalk Evangelist
Join Date: Jul 2008
Location: IAH
Programs: DL DM, Hyatt Ist-iest, Stariott Platinum, Hilton Diamond
Posts: 12,790
An interesting thought, my 6/30 ones that were from 2021 are still showing 12/31 as the expiry date, or maybe the grinch just hasn't got to me yet.