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
Sep 11, 2022, 10:20 am
#3781
Join Date: Jan 2018
Programs: Marriott Bonvoy Ambassador Elite, United Premier Silver, National Executive Elite
Posts: 151
Yes, as long as both hotels have a decent enough cancellation policy that they allow you to do that.
Sep 11, 2022, 3:16 pm
#3782
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
Sep 11, 2022, 4:09 pm
#3783
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,459
I would not say it's "permitted," as there's nothing in the rules that expressly says you can do it. What I would agree with is that Marriott's IT is not sophisticated enough to spot duplicate bookings, so as a practical matter you can get away with this sort of thing.
Sep 12, 2022, 4:27 am
#3784
FlyerTalk Evangelist
Join Date: Jul 2003
Location: BOS, PVG
Programs: United 1K and 1MM, Marriott Ambassador
Posts: 10,000
Sep 12, 2022, 8:50 am
#3785
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Sep 12, 2022, 9:54 am
#3786
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,459
Gaming the SNA system by making duplicate reservations at different properties could certainly qualify. AA has terminated memberships for similarly gaming the upgrade process. There was nothing in their rules that expressly prohibited the specific practice, either.
Sep 12, 2022, 11:57 am
#3787
Join Date: Dec 2014
Posts: 1,880
Bonvoy T&C prohibit (and allow termination of membership) for engaging in undefined "misconduct or wrongdoing."
Gaming the SNA system by making duplicate reservations at different properties could certainly qualify. AA has terminated memberships for similarly gaming the upgrade process. There was nothing in their rules that expressly prohibited the specific practice, either.
Gaming the SNA system by making duplicate reservations at different properties could certainly qualify. AA has terminated memberships for similarly gaming the upgrade process. There was nothing in their rules that expressly prohibited the specific practice, either.
Marriott's TOCs are broadly written and the reality is that they'll interpret them however they like, so I don't see much "high ground" in citing their TOCs. But with that said, I don't see an issue with holding multiple hotel reservations in order to decide which one you want to use. Lots of people do that and that's why cancellation policies exist.
It would be a different story if someone snapped up all of the suites in a hotel with the intention of blocking them from being purchased and then cancelling last minute so their SNA can clear. That's clearly gaming the system.
Sep 13, 2022, 8:39 am
#3788
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
American (as well as many other airlines) have long prohibited buying a ticket without intending to travel in their Contract of Carriage.
Marriott's TOCs are broadly written and the reality is that they'll interpret them however they like, so I don't see much "high ground" in citing their TOCs. But with that said, I don't see an issue with holding multiple hotel reservations in order to decide which one you want to use. Lots of people do that and that's why cancellation policies exist.
It would be a different story if someone snapped up all of the suites in a hotel with the intention of blocking them from being purchased and then cancelling last minute so their SNA can clear. That's clearly gaming the system.
Marriott's TOCs are broadly written and the reality is that they'll interpret them however they like, so I don't see much "high ground" in citing their TOCs. But with that said, I don't see an issue with holding multiple hotel reservations in order to decide which one you want to use. Lots of people do that and that's why cancellation policies exist.
It would be a different story if someone snapped up all of the suites in a hotel with the intention of blocking them from being purchased and then cancelling last minute so their SNA can clear. That's clearly gaming the system.
Hogging the suite to force SNA to be cleared is clearly breach of T&C
But making multiple reservations and apply SNA to each of them, I would say very hard for Marriott to claim any wrongdoing.
Afterall the members have to have enough SNA to cover both reservations to start with.
And the SNAs will still have to go through Marriott's own dodgy SNA process to be cleared.
Obviously if too many people doing this and Marriot's valued customers starts complaining they will simply update the t&c to prohibit the practice.
Sep 13, 2022, 1:58 pm
#3789
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,349
How would the hotel know that these reservations are being canceled because SNAs didn't clear rather than change of plans? And it's not like they know you had a reservation at another property. Also the cancelations wouldn't be happening at the same few properties repeatedly. You'd have it happening at random properties all over the world.
So I don't see how it would be possible for them to even know to complain that guests are applying SNAs to multiple reservations and then canceling them and that the practice needs to be stopped.
Sep 15, 2022, 10:55 am
#3790
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Agreed. It will be extremely hard to differentiate those cancellation reasons.
And there will be cases where both reservations SNA approved and member still have to cancel one anyway.
And there will be cases where both reservations SNA approved and member still have to cancel one anyway.
Sep 16, 2022, 8:20 am
#3791
Join Date: Mar 2007
Location: MSP
Programs: Marriott Lifetime Titanium, UA Silver, Hertz 5*
Posts: 913
I am guessing that the answer is probably a "No", but can I apply SNAs to a reservation in 2023, i.e., after the expiration of the SNAs on 12/31. I have 10 SNAs in my account currently and no plans to use them before 12/31. My holiday trip is booked using Hyatt points and Marriott rates (both cash and points) are just downright ridiculous. And the SNAs will likely not clear due to it being during the holidays.
I wont be earning any SNAs this year since I have started redirecting all paid travel to Hyatt.
I wont be earning any SNAs this year since I have started redirecting all paid travel to Hyatt.
Sep 16, 2022, 9:12 am
#3792
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,771
I am guessing that the answer is probably a "No", but can I apply SNAs to a reservation in 2023, i.e., after the expiration of the SNAs on 12/31. I have 10 SNAs in my account currently and no plans to use them before 12/31. My holiday trip is booked using Hyatt points and Marriott rates (both cash and points) are just downright ridiculous. And the SNAs will likely not clear due to it being during the holidays.
I wont be earning any SNAs this year since I have started redirecting all paid travel to Hyatt.
I wont be earning any SNAs this year since I have started redirecting all paid travel to Hyatt.
Sep 17, 2022, 12:42 pm
#3793
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,345
What's general consensus when the app says one thing and the website says another?
I just hit the 5 day mark for a reservation I applied SNAs to months ago. Room was upgraded at the 5 day mark. App gave me a notification on my phone and it says I got upgraded to a sauna suite (which is about the mid tier of the three upgraded room types I requested). Website says I'm upgraded to the lowest tier. Which is correct? Web or app? I'm inclined to think web because so many times on the app it tells me my reservation is for "x" type room but when you click on the room type it actually changes. When I do it in the app this time I get nothing but a red bar saying the room details can't be retrieved.
It's a points reservation. While I'm not unhappy with the third tier of room if that's what I was actually upgraded to I'd consider canceling and rebooking to get the SNAs back (points are the same).
Thanks,
-RM
I just hit the 5 day mark for a reservation I applied SNAs to months ago. Room was upgraded at the 5 day mark. App gave me a notification on my phone and it says I got upgraded to a sauna suite (which is about the mid tier of the three upgraded room types I requested). Website says I'm upgraded to the lowest tier. Which is correct? Web or app? I'm inclined to think web because so many times on the app it tells me my reservation is for "x" type room but when you click on the room type it actually changes. When I do it in the app this time I get nothing but a red bar saying the room details can't be retrieved.
It's a points reservation. While I'm not unhappy with the third tier of room if that's what I was actually upgraded to I'd consider canceling and rebooking to get the SNAs back (points are the same).
Thanks,
-RM
Sep 17, 2022, 6:19 pm
#3794
Join Date: Jul 2021
Posts: 47
What's general consensus when the app says one thing and the website says another?
I just hit the 5 day mark for a reservation I applied SNAs to months ago. Room was upgraded at the 5 day mark. App gave me a notification on my phone and it says I got upgraded to a sauna suite (which is about the mid tier of the three upgraded room types I requested). Website says I'm upgraded to the lowest tier. Which is correct? Web or app? I'm inclined to think web because so many times on the app it tells me my reservation is for "x" type room but when you click on the room type it actually changes. When I do it in the app this time I get nothing but a red bar saying the room details can't be retrieved.
It's a points reservation. While I'm not unhappy with the third tier of room if that's what I was actually upgraded to I'd consider canceling and rebooking to get the SNAs back (points are the same).
Thanks,
-RM
I just hit the 5 day mark for a reservation I applied SNAs to months ago. Room was upgraded at the 5 day mark. App gave me a notification on my phone and it says I got upgraded to a sauna suite (which is about the mid tier of the three upgraded room types I requested). Website says I'm upgraded to the lowest tier. Which is correct? Web or app? I'm inclined to think web because so many times on the app it tells me my reservation is for "x" type room but when you click on the room type it actually changes. When I do it in the app this time I get nothing but a red bar saying the room details can't be retrieved.
It's a points reservation. While I'm not unhappy with the third tier of room if that's what I was actually upgraded to I'd consider canceling and rebooking to get the SNAs back (points are the same).
Thanks,
-RM
Sep 18, 2022, 11:21 pm
#3795
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
What's general consensus when the app says one thing and the website says another?
I just hit the 5 day mark for a reservation I applied SNAs to months ago. Room was upgraded at the 5 day mark. App gave me a notification on my phone and it says I got upgraded to a sauna suite (which is about the mid tier of the three upgraded room types I requested). Website says I'm upgraded to the lowest tier. Which is correct? Web or app? I'm inclined to think web because so many times on the app it tells me my reservation is for "x" type room but when you click on the room type it actually changes. When I do it in the app this time I get nothing but a red bar saying the room details can't be retrieved.
It's a points reservation. While I'm not unhappy with the third tier of room if that's what I was actually upgraded to I'd consider canceling and rebooking to get the SNAs back (points are the same).
Thanks,
-RM
I just hit the 5 day mark for a reservation I applied SNAs to months ago. Room was upgraded at the 5 day mark. App gave me a notification on my phone and it says I got upgraded to a sauna suite (which is about the mid tier of the three upgraded room types I requested). Website says I'm upgraded to the lowest tier. Which is correct? Web or app? I'm inclined to think web because so many times on the app it tells me my reservation is for "x" type room but when you click on the room type it actually changes. When I do it in the app this time I get nothing but a red bar saying the room details can't be retrieved.
It's a points reservation. While I'm not unhappy with the third tier of room if that's what I was actually upgraded to I'd consider canceling and rebooking to get the SNAs back (points are the same).
Thanks,
-RM
You may contact our Customer Center https://www.marriott.com/help/global...ion-numbers.mi and our colleague will help you to check room details.
Please let us know if you need further assistance.
Best Regards,
Abbey L
Specialist, Social Media
Marriott International
[email protected]