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
Oct 11, 2022, 1:18 pm
#3841
Join Date: Dec 2014
Posts: 1,880
But Leff's sources also say there aren't capacity controls on SNA upgrades, which is demonstrably false. It's been widely confirmed here that upgrade inventory is managed distinctly from inventory of rooms for sale (meaning you can get upgraded with no suites available for sale and you may not get upgraded even if rooms are available for sale). Furthermore, hotels control inventory, not Marriott. The only thing that is handled centrally by Marriott is the clearing process that matches SNA requests with upgrade inventory within the 5 day window.
Oct 12, 2022, 7:20 am
#3842
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
Maybe?
I am heading to Ann Arbor, Michigan this weekend for the Michigan - Penn State football game (GO BLUE!)
I made a reservation using points in August for the Sheraton Ann Arbor Hotel, the only room I could get was a standard 2 queen room. I want 1 king but could not get it. Applied my SNA's for the 2 nights. Got an e-mail on Sunday that confirms my upgrade to a Junior Suite with 1 king bed. Hopefully it sticks! The hotel is surely close to full, if not totally sold out on a football weekend. We will see.
I made a reservation using points in August for the Sheraton Ann Arbor Hotel, the only room I could get was a standard 2 queen room. I want 1 king but could not get it. Applied my SNA's for the 2 nights. Got an e-mail on Sunday that confirms my upgrade to a Junior Suite with 1 king bed. Hopefully it sticks! The hotel is surely close to full, if not totally sold out on a football weekend. We will see.
Oct 12, 2022, 7:36 am
#3843
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,209
I am heading to Ann Arbor, Michigan this weekend for the Michigan - Penn State football game (GO BLUE!)
I made a reservation using points in August for the Sheraton Ann Arbor Hotel, the only room I could get was a standard 2 queen room. I want 1 king but could not get it. Applied my SNA's for the 2 nights. Got an e-mail on Sunday that confirms my upgrade to a Junior Suite with 1 king bed. Hopefully it sticks! The hotel is surely close to full, if not totally sold out on a football weekend. We will see.
I made a reservation using points in August for the Sheraton Ann Arbor Hotel, the only room I could get was a standard 2 queen room. I want 1 king but could not get it. Applied my SNA's for the 2 nights. Got an e-mail on Sunday that confirms my upgrade to a Junior Suite with 1 king bed. Hopefully it sticks! The hotel is surely close to full, if not totally sold out on a football weekend. We will see.
Oct 13, 2022, 12:16 am
#3845
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
These SNA under Bonvoy really reduced in value.
From hotels offering base room on higher floor as SNA (or RNA) option to hotel can unilaterally remove the selected SNA option whenever they wish.
Also many cases of SNA approved by Marriott only to be refused at the hotel.
And it seems Marriott don't even bother to fix the issue.
Granted these SNA still show good value in Asia Pacific, Middle East, and Europe region if you stay at certain hotel that still offering their specialty suites as SNA options.
But then again more and more hotels in these regions start following their North American cousins by offering base room on higher floor as options or just did not participate in SNA anymore.
From hotels offering base room on higher floor as SNA (or RNA) option to hotel can unilaterally remove the selected SNA option whenever they wish.
Also many cases of SNA approved by Marriott only to be refused at the hotel.
And it seems Marriott don't even bother to fix the issue.
Granted these SNA still show good value in Asia Pacific, Middle East, and Europe region if you stay at certain hotel that still offering their specialty suites as SNA options.
But then again more and more hotels in these regions start following their North American cousins by offering base room on higher floor as options or just did not participate in SNA anymore.
Oct 13, 2022, 8:04 am
#3846
Join Date: Dec 2014
Posts: 1,880
Agreed. They really ought to revamp the SNA program, but I don't have high hopes they'll do that. Look at how they've let Ambassador status languish.
My wishlist:
Bare minimum – Let guests easily see what rooms are eligible to upgrade before you book
Better – Require hotels to make all room/suite types available for upgrades (except one-of-a-kind suites like presidential suites)
Even better – Remove capacity controls on SNA upgrades; if a room is available for sale within the 5 day window, it's available for upgrades
Best – Allow guests to confirm upgrades upon booking (even if that requires using 2 SNAs per night)
My wishlist:
Bare minimum – Let guests easily see what rooms are eligible to upgrade before you book
Better – Require hotels to make all room/suite types available for upgrades (except one-of-a-kind suites like presidential suites)
Even better – Remove capacity controls on SNA upgrades; if a room is available for sale within the 5 day window, it's available for upgrades
Best – Allow guests to confirm upgrades upon booking (even if that requires using 2 SNAs per night)
Oct 13, 2022, 11:23 am
#3847
Join Date: May 2009
Location: USA
Programs: Marriott Titanium -> United Silver
Posts: 936
Agreed. They really ought to revamp the SNA program, but I don't have high hopes they'll do that. Look at how they've let Ambassador status languish.
My wishlist:
Bare minimum – Let guests easily see what rooms are eligible to upgrade before you book
Better – Require hotels to make all room/suite types available for upgrades (except one-of-a-kind suites like presidential suites)
Even better – Remove capacity controls on SNA upgrades; if a room is available for sale within the 5 day window, it's available for upgrades
Best – Allow guests to confirm upgrades upon booking (even if that requires using 2 SNAs per night)
My wishlist:
Bare minimum – Let guests easily see what rooms are eligible to upgrade before you book
Better – Require hotels to make all room/suite types available for upgrades (except one-of-a-kind suites like presidential suites)
Even better – Remove capacity controls on SNA upgrades; if a room is available for sale within the 5 day window, it's available for upgrades
Best – Allow guests to confirm upgrades upon booking (even if that requires using 2 SNAs per night)
Oct 13, 2022, 12:51 pm
#3848
Join Date: May 2014
Posts: 34
Back in the day I got SNAs accepted for a five-night points redemption at the Sheraton Hua Hin over Christmas and got one of the few sea-view suites. The hotel was at absolute capacity. This was when the hotel had a lounge and provided buffet breakfast, hot snacks daytime, and booze and food in the evening for elites. To this day I don't know how I got this all-inclusive suite for five nights for free. So, these things can happen over capacity dates.
Oct 13, 2022, 5:59 pm
#3849
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,209
The price for a single night in mid-October is hardly a fair comparison and certainly not one to induce ridicule. And I'm not sure what you are trying to imply by dismissing Thailand like this Perhaps you could elicidate and keep it on topic which is about SNAs. We're not supposed to redeem SNAs in Thailand? Or what? My on-topic point to someone asking about redeeming SNAs during a peak period was that I scored my points/SNA/full board stay during Christmas week which is super peak for Hua Hin and the resort was at capacity and cash rates per night were therefore super high (IIRC somewhere around USD500-600 a night when I booked it). It was one of my most lucrative points redemptions and most productive use of SNAs.
Oct 14, 2022, 9:43 am
#3850
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Agreed. They really ought to revamp the SNA program, but I don't have high hopes they'll do that. Look at how they've let Ambassador status languish.
My wishlist:
Bare minimum – Let guests easily see what rooms are eligible to upgrade before you book
Better – Require hotels to make all room/suite types available for upgrades (except one-of-a-kind suites like presidential suites)
Even better – Remove capacity controls on SNA upgrades; if a room is available for sale within the 5 day window, it's available for upgrades
Best – Allow guests to confirm upgrades upon booking (even if that requires using 2 SNAs per night)
My wishlist:
Bare minimum – Let guests easily see what rooms are eligible to upgrade before you book
Better – Require hotels to make all room/suite types available for upgrades (except one-of-a-kind suites like presidential suites)
Even better – Remove capacity controls on SNA upgrades; if a room is available for sale within the 5 day window, it's available for upgrades
Best – Allow guests to confirm upgrades upon booking (even if that requires using 2 SNAs per night)
The better : Agreed completely. SUITE Night Award is supposedly for confirmed SUITE upgrade (at H-5) not just random base room on higher floor
The even better : this part should be for across the benefits. If the room available for sale then it should be available for point redemption, complimentary upgrade, or SNA upgrade.
The best : Or Bonvoy could add extra option for 50 and 75 nights rewards. Confirmed upgrade at booking award. can be used for 1 stays up to certain nights
Oct 16, 2022, 3:33 am
#3851
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,914
How does one deal with approved SNA and "further upgrade" to a suite one doesn't want? I selected one specific suite type and had my SNA approved. Only reason I used the SNA was to secure a specific view. Turns out the property only has two suites of this kind, and upon arrival, I was upgraded further to a premium suite that's not in the SNA pool. It's a really nice suite, but I want the specific view, so elected to downgrade to a regular room that has the view I want (in addition to the two suites, there are only two rooms with this view). Is it reasonable to ask to have the SNA credited back (on account of staying in a regular room), or has the hotel done its duty by upgrading further?
Oct 16, 2022, 3:44 am
#3852
Join Date: Apr 2012
Posts: 266
How does one deal with approved SNA and "further upgrade" to a suite one doesn't want? I selected one specific suite type and had my SNA approved. Only reason I used the SNA was to secure a specific view. Turns out the property only has two suites of this kind, and upon arrival, I was upgraded further to a premium suite that's not in the SNA pool. It's a really nice suite, but I want the specific view, so elected to downgrade to a regular room that has the view I want (in addition to the two suites, there are only two rooms with this view). Is it reasonable to ask to have the SNA credited back (on account of staying in a regular room), or has the hotel done its duty by upgrading further?
Oct 16, 2022, 3:48 am
#3853
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,771
How does one deal with approved SNA and "further upgrade" to a suite one doesn't want? I selected one specific suite type and had my SNA approved. Only reason I used the SNA was to secure a specific view. Turns out the property only has two suites of this kind, and upon arrival, I was upgraded further to a premium suite that's not in the SNA pool. It's a really nice suite, but I want the specific view, so elected to downgrade to a regular room that has the view I want (in addition to the two suites, there are only two rooms with this view). Is it reasonable to ask to have the SNA credited back (on account of staying in a regular room), or has the hotel done its duty by upgrading further?
Oct 16, 2022, 3:52 am
#3854
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,914
tbh asking for a credit back of the sna would seem petty.. if you really wanted it, a simple call to the hotel once it got approved to ensure it would have been the prudent thing to do. I bet the hotel was sold out so they upgraded you further not realizing the view was important to you
Oct 16, 2022, 3:56 am
#3855
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,771
You win some, you lose some. It’s a shame they didn’t reassign the room to you after you reached out in advance. You could always have taken the premium suite and walked outside to look at the view? Or maybe they have a bar with a good view too?