rucksack

If you booked a flexible rate, it looks like cancellation is permitted up to 1 day before arrival. You could always make a second flexible booking at the normal rate and apply your SNAs to that. If the SNAs don't clear, cancel the second booking. If they do clear, you end up paying a little extra beyond the senior rate, but at least you got upgraded.

rylan

These things are really becoming more and more frustrating...

Springhill Pensacola Beach - booked a standard room on points, and the system won't let me apply SNAs. Messed around with it a bit, trying combinations of cash nights and points nights, still says SNA not eligible.

Booked a room with slightly better view over base/standard and it lets me apply SNA requests. Seriously?

AdeAhmed

if i book a stay starting for this coming sunday, is it too late to apply SNA? I know there is a 5 day period...but what happens if the booking is within 5 days?

TerryK

Not a problem. I can still apply SNA within 5 days.

cfischer

ugh ... that's BAD.

PokerWhammy

I recently stayed and this hotel loves to play games. I could not apply any SNA requests. On checking in, I did receive a complimentary upgrade to a room with a balcony facing east. I showed up at the hotel around 2PM and was told my room was not ready (check-in is 4PM). At 402PM, I received a call that my room was ready. Evidently, a bunch of other people also got called at the same time, because the front desk EXPLODED with activity of people checking in. Magically at 4PM, all the rooms were all cleaned and ready for check-in. It was a good location, but I would not go out of my way to stay here again.

williamluk

Not sure does this got answered before, but I am just wondering whether I can request an extension of my SNA (2022 one, never extended before) to 2023? I know it’s possible to extent FNA, just not sure about SNA.

margarita girl

I would say no. I think Marriott has only extended them twice before, once during the merger, and once during Covid. And they flatly refused to offer any further extensions except when they had a 24 hr IT issue on June 30/22 which they corrected.

It’s use them or lose them I’m afraid.

MasterGberry

Hey, what is the difference between a SNA and a regular upgrade you can receive as a platinum member? Are they not the same thing?

Keyser

SNAs can be confirmed upto 5 days in advance while the regular upgrade only happens during check-in & is not guaranteed.

Also, you have the ability to select which room type you want to get upgraded to using a SNA.

There are multiple reports of SNAs not working like they were intended to but in general they are supposed to give you the ability to get a confirmed upgrade to the room/suite of your choice 5 days before you check in.

yurtripper

Last month I had a one night stay in Athens at the Moxy. When I did OLCI on the day prior to the stay, the app looked different to normal (not sure if it was a new version or how it looks for Moxy stays) there was a 'Request Upgrade' button. Thinking this was just a new way of requesting the complementary upgrade I selected it. There were a couple of room types to choose from but none of them are suites anyway so I just picked whatever looked the best and completed the check-in.

Then I noticed that an SNA had instantly been subtracted from my account. I called the hotel immediately to try and get it removed but the hotel said that there was nothing they could do on their end and I had to call Marriott CS. So I contacted CS and raised a case number. The reservation was already past the cancellation window so cancelling to get the SNA returned was not an option at this point.

CS went quiet so I raised the issues with one of the lurkers here. The lurker was initially very positive and said I'll certainly be able to get the SNA returned in the circumstances. A few days later they came back and said there's nothing they can do because only the hotel can return the SNA (in contradiction to what the hotel told me) and the Moxy refused to do this. I asked once more if there is anything that can be done and they said they explained my situation to the hotel but the hotel resolutely refuses to return the SNA.

I had 5 SNAs left, which I was going to use on a 5-for-4 points redemption in Dubai this November (I'm burning my remaining points before full dynamic pricing). After the Moxy took one SNA during OLCI I now only have 4 SNAs so cannot use them on this redemption. Since it makes no sense to book a 4-night stay on points, these 4 remaining SNAs will likely go to waste (Dec 31 expiry).

I had always thought that SNAs were confirmed up to 5 days in advance, and after that they were not going to be actioned - I had no idea that SNAs could be swallowed up during OLCI itself, even when I had never submitted one beforehand. And obviously it makes zero sense to burn an SNA at this Moxy as they have zero suites anyway. The room I received was on a high floor but barely big enough to swing a cat in, so if there was any kind of upgrade it wasn't recognisable.

Has anyone else had this happen to them? Moxy ATH basically lied to me when I called them straight after OLCI (saying that only CS could rescind an SNA) and then refused to cooperate with the lurkers, who were initially adamant that I would be able to get the SNA returned, until they ran into the brick wall of the hotel management.

ftrichard

Sympathy for your specific scenario (agree, total waste of an SNA at a Moxy and x100 given that it stops you using them on a 5-for-4 points redemption at a normal hotel) but if this is a new way to redeem SNAs then I'm excited by your story.

It would make SNAs significantly more valuable if they can be redeemed *and confirmed* at the point of OLCI. Probably better for hotels too because they will have a greater view of what suite inventory they're likely to have for non-cash customers a couple of days before the event when you can do OLCI so they're more likely to offer availability. Possibly.

Again, commiserations about your experience but a new dawn awaits.

yurtripper

Thanks. I hadn't booked a stay since the beginning of May, due to the lack of any promo, so it had been over two months since any Marriott stay. The look-and-feel of the app was totally different to before, but from the look of it I assumed that this was because it was a Moxy stay (the OLCI screen had the exact same garish colour scheme as MOXY uses).

If they had totally revamped the SNA process in the way you described, I thought for sure I'd have seen plenty of discussion about this on FT, but hadn't heard anything at all, so I naturally assumed the OLCI would not have been completely reengineered to allow SNAs to be used in this new way.

BTW, there was absolutely nothing displayed during OLCI (in terms of wording) to indicate that an SNA was going to be used up. The only hint was the fact that a couple of room types appeared in a drop-down.

rylan

Yup, and I'm thinking that the system doesn't even process SNAs at this property. Perhaps they don't actually participate but you can request one on certain rooms starting from above the 'standard view' type. I saw the same behavior at the Ft Lauderdale Harbor Beach Marriott - can't use an SNA at a base room, but you can apply one if you start at a slightly higher than base category room. But you won't get an email at T-5 days that your request was confirmed or is pending, and you also won't get an email or the SNAs returned at T-1 day prior to arrival like it should.

I've tried communicating this to one of the lurkers but they don't seem to understand, and sending an email to marriott customer service is futile as they respond with nonsense.

kb1992

We are visiting NYC next month. We booked two hotels and applied SNA.

Hopefully one of them will clear SNA 5 days in advance so we can cancel the other one without penalty. I have enough SNAs in my account.

Is this permitted?