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
Feb 18, 2019, 8:03 pm
#736
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,822
Sorry for asking a question that may have appeared before. Just booked a stay at Marriott Providence RI for 2 rooms. Could not find anywhere on the web to apply my SNAs.
Feb 18, 2019, 8:28 pm
#737
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
Feb 19, 2019, 1:30 am
#739
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
Have you successfully applied SNA for your reservation?
If you are still unable to request SNA, please provide your reservation confirmation details to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Feb 19, 2019, 8:48 am
#740
Join Date: Dec 2002
Location: Grand Rapids, MI
Programs: Bonvoy LTT, Hyatt Exp, AA 1MM, UA Silver, Hertz PC, Avis PC
Posts: 970
Has SNA processing process changed with Marriott?
I've got a 5 night stay starting on Thursday that I'd applied SNA's to. On Saturday, I received an email saying:
I never received the updated confirmation email and the reservation is not visible on-line. MR agents can't see the reservation in their main system (but can in another?) and the hotel can see the reservation in their system. The MR agent I spoke with last night asked the hotel to email me the details, and the room description is for the same basic room I reserved (garden view). Also odd saying I requested 1 and have 0 remaining; this was using all 5 that I had in my account.
The MR agent I spoke with this morning, after receiving the email from the hotel, said that hotels have until 2pm to actually update the reservation to reflect the new room type assigned by SNA. That sounds fishy to me,as with Starwood one of the good things about the SNA was that the system assigned the upgraded room type, removing any local funny stuff from the equation.
Has the process changed (no assignment of type until 2pm day of), or am I getting the run around?
Good news — your Suite Night Awards™ request has been fulfilled and an upgraded room is awaiting your arrival.Here are your award details:•Reservation confirmation number: XXXX•Hotel: XXXXXXXX•Stay dates: 2019-02-21 through 2019-02-26•Suite Night Award(s) requested: 1•Suite Night Award(s) remaining in your account: 0Keep this email for your records. You will also receive an updated reservation confirmation email.
The MR agent I spoke with this morning, after receiving the email from the hotel, said that hotels have until 2pm to actually update the reservation to reflect the new room type assigned by SNA. That sounds fishy to me,as with Starwood one of the good things about the SNA was that the system assigned the upgraded room type, removing any local funny stuff from the equation.
Has the process changed (no assignment of type until 2pm day of), or am I getting the run around?
Feb 19, 2019, 9:10 am
#741
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
The disappearing reservation is an IT failure which Marriott is looking into. You'll likely be contacted by one of the lurkers. The failure to confirm an upgraded room happened to me at SR, and has never been satisfactorily explained. My belief is it's the properties playing games to deny upgrades which are supposed to be confirmed, but that's speculation.
I'd like to see one of the influential bloggers raise this issue with Marriott (along with the new "only 24 hours from booking to cancel" an award policy that's starting to pop up at various properties).
Feb 19, 2019, 9:20 am
#742
Join Date: Dec 2002
Location: Grand Rapids, MI
Programs: Bonvoy LTT, Hyatt Exp, AA 1MM, UA Silver, Hertz PC, Avis PC
Posts: 970
lol read upthread for my recent experience with St. Regis NYC.
The disappearing reservation is an IT failure which Marriott is looking into. You'll likely be contacted by one of the lurkers. The failure to confirm an upgraded room happened to me at SR, and has never been satisfactorily explained. My belief is it's the properties playing games to deny upgrades which are supposed to be confirmed, but that's speculation.
The disappearing reservation is an IT failure which Marriott is looking into. You'll likely be contacted by one of the lurkers. The failure to confirm an upgraded room happened to me at SR, and has never been satisfactorily explained. My belief is it's the properties playing games to deny upgrades which are supposed to be confirmed, but that's speculation.
Feb 19, 2019, 9:35 am
#743
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
At various times, SR NYC told me I was "confirmed" into a Superior room (base level), Deluxe room (1 category up), and Grand Luxe (2 categories up). I had not selected any of these as an acceptable upgrade type.
Feb 19, 2019, 10:26 am
#744
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,007
I don't think the MB program T&C's govern agreements between Marriott Corp. and franchisees on how quickly they update their reservation systems. Taking a few minutes/hours to update an online system with confirmationdata doesn't mean the reservation isn't confirmed.
Feb 19, 2019, 10:45 am
#745
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
That is not the issue, and you have no idea what you're talking about.
Feb 19, 2019, 10:49 am
#746
Join Date: Dec 2002
Location: Grand Rapids, MI
Programs: Bonvoy LTT, Hyatt Exp, AA 1MM, UA Silver, Hertz PC, Avis PC
Posts: 970
I realize I was unclear above. The agent told me that the hotel has until 2pm the day-of-arrival to update the reservation with the details of the upgrade. I received the automated email on Saturday and almost 72 hours later the reservation shows as it did pre-upgrade, at least from the hotel has told me (because no one else can see the reservation).
Feb 19, 2019, 10:51 am
#747
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
I realize I was unclear above. The agent told me that the hotel has until 2pm the day-of-arrival to update the reservation with the details of the upgrade. I received the automated email on Saturday and almost 72 hours later the reservation shows as it did pre-upgrade, at least from the hotel has told me (because no one else can see the reservation).
Feb 19, 2019, 11:04 am
#748
Join Date: Dec 2002
Location: Grand Rapids, MI
Programs: Bonvoy LTT, Hyatt Exp, AA 1MM, UA Silver, Hertz PC, Avis PC
Posts: 970
Deluxe Superior Rm Nonsmk: King Bed" that was in the initial reservation confirmation. The lowest room type I selected for the SNA was a jr suite.
Feb 19, 2019, 11:31 am
#749
Join Date: Dec 2014
Posts: 13
Again, I just dont see any increased benefits for former SPG Lifetime Platinum who has moved over to Marriott.
Feb 19, 2019, 11:52 am
#750
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Huh? Have you priced the SPG properties that are currently Cat 7s compared to what they used to cost? In many instances the cost per night has been reduced by nearly 60%.
I'm no fan of this merger, but can at least be objective about what's changed for the worse, and what's changed for the better.
I'm no fan of this merger, but can at least be objective about what's changed for the worse, and what's changed for the better.