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 16, 2022, 8:12 am
#3856
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
The hotel did the further upgrade for its convenience, not for the guest's benefit, so there's certainly grounds for requesting return of SNA. But personally I don't care enough about SNAs to request them back.
Oct 17, 2022, 10:58 am
#3857
Join Date: Jan 2020
Programs: Marriott Titanium (Lifetime Gold), Caesars Diamond
Posts: 1,402
"Phantom" SNA availability
I have a really weird situation. I have two consecutive reservations at the same property, the first is with a FNC, and the second is with points. They cannot be combined into one reservation because you can't combine a FNC and points reservation.
I applied SNA to both several months ago.
On Reservation 1 (FNC), everything looks good, I can change my SNA selection, and I get an email when something changes. When I click "View/Modify" I get the text that "We’re working on your upgrade. Your Suite Night Award request is pending."
On Reservation 2 (points) I can also access the page to select rooms. However the text is different, Reservation 1 says "Change your room selections:" with a room selected and Reservation 2 says "Your upgrade options:" without anything selected. Also, when I click "View/Modify" there is no "We’re working on your upgrade" text.
I believe that I applied an adequate number of SNAs in the past. However I also cannot cancel the request for Reservation 2. Not sure if anyone has ran into this before or what a solution is. Last time I called in the phone line was not helpful with SNAs at all.
I contacted the property and they confirmed SNA is applied to Reservation 1 not Reservation 2. I don't have enough SNA in my account to fully cover Reservation 2 unless I choose the 75night reward again. Ideally I want my SNA back first...
One possible theory is that I applied SNA to Reservation 2 and they expired midyear and now Marriott IT is broken. Thanks in advance
I applied SNA to both several months ago.
On Reservation 1 (FNC), everything looks good, I can change my SNA selection, and I get an email when something changes. When I click "View/Modify" I get the text that "We’re working on your upgrade. Your Suite Night Award request is pending."
On Reservation 2 (points) I can also access the page to select rooms. However the text is different, Reservation 1 says "Change your room selections:" with a room selected and Reservation 2 says "Your upgrade options:" without anything selected. Also, when I click "View/Modify" there is no "We’re working on your upgrade" text.
I believe that I applied an adequate number of SNAs in the past. However I also cannot cancel the request for Reservation 2. Not sure if anyone has ran into this before or what a solution is. Last time I called in the phone line was not helpful with SNAs at all.
I contacted the property and they confirmed SNA is applied to Reservation 1 not Reservation 2. I don't have enough SNA in my account to fully cover Reservation 2 unless I choose the 75night reward again. Ideally I want my SNA back first...
One possible theory is that I applied SNA to Reservation 2 and they expired midyear and now Marriott IT is broken. Thanks in advance
Oct 17, 2022, 11:20 am
#3858
Join Date: Jun 2001
Location: San Diego Area
Programs: UA Gold MM, AA Gold MM, Marriott Plat LT, HH Gold, IHG Plat, WoH Discvst, Hertz PC
Posts: 1,834
I have 2 SNAs expiring at the end of the year. Based on your experience(s) of getting SNAs granted coupled with how impressive the upgrade you got was, at which property in the LA or San Diego area would you most highly recommend trying to apply them? Obviously, past experiences are no guarantee of future experiences.
Oct 18, 2022, 4:28 am
#3860
Join Date: Jan 2020
Programs: Marriott Titanium (Lifetime Gold), Caesars Diamond
Posts: 1,402
I have a really weird situation. I have two consecutive reservations at the same property, the first is with a FNC, and the second is with points. They cannot be combined into one reservation because you can't combine a FNC and points reservation.
I applied SNA to both several months ago.
On Reservation 1 (FNC), everything looks good, I can change my SNA selection, and I get an email when something changes. When I click "View/Modify" I get the text that "We’re working on your upgrade. Your Suite Night Award request is pending."
On Reservation 2 (points) I can also access the page to select rooms. However the text is different, Reservation 1 says "Change your room selections:" with a room selected and Reservation 2 says "Your upgrade options:" without anything selected. Also, when I click "View/Modify" there is no "We’re working on your upgrade" text.
I believe that I applied an adequate number of SNAs in the past. However I also cannot cancel the request for Reservation 2. Not sure if anyone has ran into this before or what a solution is. Last time I called in the phone line was not helpful with SNAs at all.
I contacted the property and they confirmed SNA is applied to Reservation 1 not Reservation 2. I don't have enough SNA in my account to fully cover Reservation 2 unless I choose the 75night reward again. Ideally I want my SNA back first...
One possible theory is that I applied SNA to Reservation 2 and they expired midyear and now Marriott IT is broken. Thanks in advance
I applied SNA to both several months ago.
On Reservation 1 (FNC), everything looks good, I can change my SNA selection, and I get an email when something changes. When I click "View/Modify" I get the text that "We’re working on your upgrade. Your Suite Night Award request is pending."
On Reservation 2 (points) I can also access the page to select rooms. However the text is different, Reservation 1 says "Change your room selections:" with a room selected and Reservation 2 says "Your upgrade options:" without anything selected. Also, when I click "View/Modify" there is no "We’re working on your upgrade" text.
I believe that I applied an adequate number of SNAs in the past. However I also cannot cancel the request for Reservation 2. Not sure if anyone has ran into this before or what a solution is. Last time I called in the phone line was not helpful with SNAs at all.
I contacted the property and they confirmed SNA is applied to Reservation 1 not Reservation 2. I don't have enough SNA in my account to fully cover Reservation 2 unless I choose the 75night reward again. Ideally I want my SNA back first...
One possible theory is that I applied SNA to Reservation 2 and they expired midyear and now Marriott IT is broken. Thanks in advance
I called Marriott about Reservation 2. It says SNA are not applied in the reservation system but they are applied in another system. Since the hotel says they are not applied, the first (reservation) system seems correct.
I was able to cancel my SNAs and get them back into my account. The balance hasn't updated yet in the website but I received an email confirmation.
I made a cash booking for the same nights and was also unable to apply SNAs. However I am not sure if this is a property specific issue or the balance hasn't updated yet. Will try again after balance updates in the website.
Oct 18, 2022, 6:21 am
#3861
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott Lifetime Titanium, AA Plat MM
Posts: 3,582
In SoCal I've had consistent success at the Burbank Airport Marriott. It's a nice if unremarkable hotel in a convenient location. We like to fly in there, then take the train further north or south from the nearby station, skipping L.A. The hotel shuttles to both the airport and the station, although the station is easily walk-able in good weather. By train places like San Diego, Santa Barbara and even San Luis Obispo are easily accessible. I have never failed to have a SNA clear here - one of only a handful of successes in the US.
Oct 18, 2022, 1:15 pm
#3862
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
Oct 20, 2022, 10:47 pm
#3863
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 4,347
FWIW, I initially saw the suite I selected in the app when the SNA was approved. A couple days later, I noticed the "further upgrade." I immediately reached out to the hotel to tell them I was looking for the exact suite I had selected via SNA. They only have a couple of these suites and ended up assigning them to someone else (who presumably also knows that these are the best suites in the house). I guess I should have cancelled the reservation right away to void the approved SNA request and asked for the view room I ended up in, but that would've meant rebooking at a higher rate.
Oct 22, 2022, 2:26 pm
#3864
Join Date: Jan 2020
Location: Virginia USA
Posts: 1,232
I have selected the SNA at my benefit, but either none of my future stays (all 5 of them) accept SNA or something else is going on - does it take a couple of days for them to hit your account after you choose it?
Oct 22, 2022, 10:42 pm
#3866
Join Date: Jan 2020
Location: Virginia USA
Posts: 1,232
In the end looks like it's just the next calendar day. If the hotel is only allowing them to be used on a Junior Suite, is there any chance of that changing, or if that's what they are allowing now (3.5 weeks before arrival) is that as good as its going to get and I should just put in for it?
Oct 23, 2022, 4:54 am
#3867
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
Think I was lucky with with this benefit. Had submitted 23 SNA's in the past 12 months alone and all was approved. All in London but in different hotels. 8 at Grosvenor House, 6 at Marriott Park Lane, 5 at Park Tower, and 4 at the Sheraton Grand.
Oct 23, 2022, 7:07 am
#3868
Join Date: Jan 2006
Location: Atlanta but Washington DC will always be home.
Programs: Marriott LTP, Hilton Diamond, Accor Gold, Hyatt Explorist,, Delta Plat,
Posts: 2,070
I'm done with SNAs (I'm also basically done with Marriott in general - down to 5K points and only 78 nights w/ 8K spend this year vs. my current Ambassador status). Was dumb enough to choose SNAs for my 50 and 75 night benefit and was going to apply them to a vacation at the St. Pancras for next year just to find the St. Pancras no longer has Chambers Junior Suite in its SNA pool, but rather a larger king room in the unremarkable normal hotel "Barlow" section.
I was ok with Marriott not offering a confirmed SNA at booking (unlike Hyatt which does for its Globalist members), but it's really infuriating that Marriott lets it's hotels game the system even more by being able to offer anything above a base room for SNA, and allowing properties to actively not offer Junior and full suites.
Out of all my remaining stays for 2022 and my stays currently booked for 2023, only one hotel is offering a full suite as a SNA choice, the W Santiago (Chile).
I was ok with Marriott not offering a confirmed SNA at booking (unlike Hyatt which does for its Globalist members), but it's really infuriating that Marriott lets it's hotels game the system even more by being able to offer anything above a base room for SNA, and allowing properties to actively not offer Junior and full suites.
Out of all my remaining stays for 2022 and my stays currently booked for 2023, only one hotel is offering a full suite as a SNA choice, the W Santiago (Chile).
Oct 23, 2022, 7:42 am
#3869
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,209
Oct 23, 2022, 7:52 am
#3870
Join Date: Dec 2004
Posts: 7,903