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
Aug 25, 2018, 9:42 am
#31
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,409
My Atlantis booking says the generic “SNA cannot be used” message - I am wondering if that is the rule or if a system glitch. I booked it Friday for 3 nights before merger when it was 40k (now is 50k), my points were deducted, and the reservation says that I need to buy an e-certificate for 150k which is wrong.
It took me 45 minutes to get to someone who told me the reservation issue is due to the data merge and nothing to worry. I forgot to ask about SNA and don’t want to sit on hold again.
Can anyone confirm if Atlantis will permit SNA’s?
It took me 45 minutes to get to someone who told me the reservation issue is due to the data merge and nothing to worry. I forgot to ask about SNA and don’t want to sit on hold again.
Can anyone confirm if Atlantis will permit SNA’s?
Try calling. Sometimes the "cannot be used" message from SPG is a mistake. However, if you booked a room above base level, that could be the problem, although I suspect that this is unlikely for a points award booking.
Aug 27, 2018, 9:25 am
#32
FlyerTalk Evangelist
Join Date: Dec 2000
Location: PHL, NYC
Programs: AA PLT, DL SLV, UA SLV, MR LTT, HH DIA
Posts: 10,067
Today I was able to get the request done online for the Sheraton Society Hill Philly. I don't see any options to request SNA's on legacy Marriott properties, though.
Last edited by PHL; Aug 27, 2018 at 9:43 am
Aug 27, 2018, 9:51 am
#33
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,409
Have you tried calling the SPG Plat Concierge number? They used to be able to apply SPG SNAs to reservations, although you should first become very familiar with the suite categories you want to request as the category names phone agents see can be different.
Aug 28, 2018, 11:17 pm
#36
Join Date: Dec 2009
Location: COS
Programs: UA Gold/1.5MM (several years running now!), Marriott LTTE, Hertz Prez
Posts: 1,899
SNAs for upcoming award reservation @ Melbourne Marriott just cleared.
(Just to clarify, these are legacy SPG SNAs that carried over in the account combining - not new 50/75 night choice awards.)
(Just to clarify, these are legacy SPG SNAs that carried over in the account combining - not new 50/75 night choice awards.)
Aug 29, 2018, 7:02 am
#37
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
New definition of SUITE
Tried to apply a SNA to Renaissance Barcelona, and the SNA upgrade was to a 32 sqm Executive Room. Presumably on a higher floor with better view. 
(Hotel has 5 suites.)
Guess I'll be taking the free night when I cross 75 nights.
(Hotel has 5 suites.) Guess I'll be taking the free night when I cross 75 nights.
Aug 29, 2018, 10:11 am
#38
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,409
Was this the only category that it was possible to check on the SNA request page? Do you know whether the five actual suites are of the same category and included in the standard suite upgrade pool? It sounds to me like this hotel may be trying to evade the rules on SNAs and probably free elite upgrades too.
Aug 29, 2018, 10:14 am
#39
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
Was this the only category that it was possible to check on the SNA request page? Do you know whether the five actual suites are of the same category and included in the standard suite upgrade pool? It sounds to me like this hotel may be trying to evade the rules on SNAs and probably free elite upgrades too.
Aug 29, 2018, 10:16 am
#40
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,409
It's good that you were paying attention and didn't waste your SNAs on an ordinary club floor room. That would be very disappointing to discover upon arrival.
Aug 29, 2018, 11:30 am
#41
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
A smallish number of Starwood properties already took the piss with “Junior Suites” which were basically a room with a sofa, but taking an existing category of Executive Room and calling it a suite would be a new low.
Alongside other issues that people have noted around adherence to published benefits, Marriott really need to explain a clear process by which people can address hotels not buying into the new programme, or we can assume it will not deliver as promised.
Alongside other issues that people have noted around adherence to published benefits, Marriott really need to explain a clear process by which people can address hotels not buying into the new programme, or we can assume it will not deliver as promised.
Aug 30, 2018, 10:42 am
#44
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]