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
Mar 21, 2023, 9:15 pm
#4021
Join Date: Jan 2006
Posts: 112
I agree the SNA program inspires more resentment than loyalty.
I think you’re mixing up PointsSaver with Points Advance reservation. Marriott introduced PointsSaver to ease people into dynamic award pricing by offering lower awards on off-peak dates. American Airlines did the exact same thing with “Web Saver” awards. The idea is to remove the floor on award pricing before lifting the ceiling to make people thing it’s a positive change.
Points Advance reservations allowed you to reserve awards you don’t have the points for at the time of booking. Before announcing it would go away altogether, they had already restricted it significantly. For example, for the last year you’ve had to pay within 60 days of booking.
I think you’re mixing up PointsSaver with Points Advance reservation. Marriott introduced PointsSaver to ease people into dynamic award pricing by offering lower awards on off-peak dates. American Airlines did the exact same thing with “Web Saver” awards. The idea is to remove the floor on award pricing before lifting the ceiling to make people thing it’s a positive change.
Points Advance reservations allowed you to reserve awards you don’t have the points for at the time of booking. Before announcing it would go away altogether, they had already restricted it significantly. For example, for the last year you’ve had to pay within 60 days of booking.
Apr 2, 2023, 11:44 pm
#4022
Join Date: Feb 2022
Programs: OS SEN, Marriott Titanium
Posts: 319
Hey,
I just had a few SNAs added back to my account randomly from a stay I did a month ago. Says something about Marriott always wanting to have my stays exceed my expectations. Any reason why? Not complaining about getting a few free SNA, just confused.
I just had a few SNAs added back to my account randomly from a stay I did a month ago. Says something about Marriott always wanting to have my stays exceed my expectations. Any reason why? Not complaining about getting a few free SNA, just confused.
Apr 3, 2023, 11:13 am
#4023
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Here's what it says in the Marriott Bonvoy Terms & Conditions:
- (13) Not all Participating Properties participate in Suite Night Awards. Suite Night Awards are not redeemable at the following brands: The Ritz-Carlton, Ritz-Carlton Reserve, The Ritz-Carlton Club, The Ritz-Carlton Residences, EDITION, Protea Hotels, Aloft, Element, Design Hotels, all-Suite Hotels, Marriott Executive Apartments, All-Inclusive Resorts, Marriott Vacation Club, Marriott Grand Residence Club, Sheraton Vacation Club, Westin Vacation Club, and at The Phoenician Residences, a Luxury Collection Residence Club, Scottsdale. In addition, Suite Night Awards are not redeemable at select Participating Properties. Contact a Customer Engagement Center for individual Participating Property Suite Night Award participation.
One I experience before was The Prince Gallery Tokyo. They claim it because they use different system.
Not sure if they finally rejoin SNA program.
The hotel was great though and seems to be quite generous with upgrade as is.
Apr 4, 2023, 4:50 pm
#4024
Join Date: Mar 2017
Location: Chicago
Programs: AAdvantage EXP | United Silver | HH Diamond | Bonvoy Platinum | Hyatt Explorist
Posts: 718
How worried should I be that the Bonvoy app shows a 2-queen room when I booked a king, but got an email indicating a successful upgrade to a 1-bed suite using SNUs?
Apr 4, 2023, 8:44 pm
#4025
Join Date: Dec 2014
Posts: 1,880
But if Marriott.com still shows a 2-queen room, I’d be very concerned and contact the hotel to resolve this.
Apr 4, 2023, 11:17 pm
#4026
Join Date: Mar 2017
Location: Chicago
Programs: AAdvantage EXP | United Silver | HH Diamond | Bonvoy Platinum | Hyatt Explorist
Posts: 718
Good call. Marriott.com shows upgraded sweet, and I called the hotel for good measure and they said it's for the correct room as well. App still shows incorrect room.
Apr 5, 2023, 9:30 am
#4027
Join Date: Dec 2014
Posts: 1,880
Apr 11, 2023, 12:55 pm
#4028
Join Date: Jun 2001
Location: SAN
Programs: AS 100K, DL MM, AA PLT
Posts: 2,934
Suite Night Shenanigans
I thought I'd been Bonvoyed just about every which way by now, but had a new one today. Have a SNA pending for an upcoming stay that did not clear at 5 days out (got the usual "We're Working on Your Upgrade Request"), but when I go the reservation, I am now given the opportunity to PAY for an upgrade to the the EXACT SAME ROOM TYPE I REQUESTED WITH THE SNA?!? WTH? Clearly the room type is available, so why are they not processing the SNA and instead trying to sucker me into paying for it?
To pour salt in the wound, I actually have reservations for two separate rooms that night, one base room, one suite. I put in SNA requests for both rooms, selecting all suite classes for each. The base room cleared into the lowest class suite, but the room I'm discussing above is my second reservation, which is already a paid reservation at the lowest suite room class, and they are trying to get me to pay up to a higher class suite---and chose NOT to clear the SNA request on my base room into the available higher-class suite, either.
Man I so miss Starwood...
To pour salt in the wound, I actually have reservations for two separate rooms that night, one base room, one suite. I put in SNA requests for both rooms, selecting all suite classes for each. The base room cleared into the lowest class suite, but the room I'm discussing above is my second reservation, which is already a paid reservation at the lowest suite room class, and they are trying to get me to pay up to a higher class suite---and chose NOT to clear the SNA request on my base room into the available higher-class suite, either.
Man I so miss Starwood...
Apr 11, 2023, 1:34 pm
#4029
Join Date: Jun 2010
Location: EYW
Programs: AA Exe Platinum, AA & Delta Million Miler, Hilton Diamond, Marriott LT Titanium, United Silver
Posts: 521
This exact scenario has happened to me twice (minus the two rooms on a reservation part). In both cases, the hotel refused to grant me the upgrade even with the SNA submitted.
Apr 11, 2023, 3:58 pm
#4031
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I thought I'd been Bonvoyed just about every which way by now, but had a new one today. Have a SNA pending for an upcoming stay that did not clear at 5 days out (got the usual "We're Working on Your Upgrade Request"), but when I go the reservation, I am now given the opportunity to PAY for an upgrade to the the EXACT SAME ROOM TYPE I REQUESTED WITH THE SNA?!? WTH? Clearly the room type is available, so why are they not processing the SNA and instead trying to sucker me into paying for it?
To pour salt in the wound, I actually have reservations for two separate rooms that night, one base room, one suite. I put in SNA requests for both rooms, selecting all suite classes for each. The base room cleared into the lowest class suite, but the room I'm discussing above is my second reservation, which is already a paid reservation at the lowest suite room class, and they are trying to get me to pay up to a higher class suite---and chose NOT to clear the SNA request on my base room into the available higher-class suite, either.
Man I so miss Starwood...
To pour salt in the wound, I actually have reservations for two separate rooms that night, one base room, one suite. I put in SNA requests for both rooms, selecting all suite classes for each. The base room cleared into the lowest class suite, but the room I'm discussing above is my second reservation, which is already a paid reservation at the lowest suite room class, and they are trying to get me to pay up to a higher class suite---and chose NOT to clear the SNA request on my base room into the available higher-class suite, either.
Man I so miss Starwood...
I'll say it again for probably the 100th time...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
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
SNA - Suite Night Awards - master questions and discussion thread - FlyerTalk Forums
Apr 11, 2023, 4:11 pm
#4032
Join Date: Jun 2001
Location: SAN
Programs: AS 100K, DL MM, AA PLT
Posts: 2,934
Nothing has changed. There are multiple examples in the Master Thread of SNAs clearing when the website was showing no suite availability. You can't use the website as a source for what's available. Sorry.
SNA - Suite Night Awards - master questions and discussion thread - FlyerTalk Forums
SNA - Suite Night Awards - master questions and discussion thread - FlyerTalk Forums
Apr 11, 2023, 4:38 pm
#4033
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,344
How is this any different from CPUs on airlines? They don't give last seat availability in the first class cabin to CPU 5 days in advance. They also blatantly offer you to buy the upgrade from the moment you book your flight until you basically board your flight.
Hotels don't give last suite availability either. SNAs have never been "if it's available you get it immediately at the 5 day mark". You may get your request granted anytime up until the SNA request expiration time. And you may be pleasantly surprised by an even 'better' suite upgrade at check-in. Or, you may be stuck in the room you booked. SNAs have never been guaranteed.
-RM
Hotels don't give last suite availability either. SNAs have never been "if it's available you get it immediately at the 5 day mark". You may get your request granted anytime up until the SNA request expiration time. And you may be pleasantly surprised by an even 'better' suite upgrade at check-in. Or, you may be stuck in the room you booked. SNAs have never been guaranteed.
-RM
Apr 11, 2023, 4:38 pm
#4034
Join Date: Dec 2007
Location: SFO
Posts: 4,914
I'm not using the website a source of availability: indeed, none of the room classes are showing as available (actually, the property reports itself as fully committed if you try to book a new room). What I'm using as a source of availability is the little "banner ad" that popped up on my SNA-requested reservation offering to upgrade me for a fee while refusing to process the pending SNA.
.