Dec 19, 18, 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.
SNA - Suite Night Awards - master questions and discussion thread
Feb 19, 19, 1:47 pm
#751
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,690
Feb 19, 19, 2:05 pm
#752
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 598
Feb 19, 19, 7:47 pm
#755
Join Date: Oct 2009
Posts: 502
Looking at this insane chart, it would seem that SNAs DO require property intervention and if the properties do not have the required tools, SNAs are not able to be used.
https://loyaltylobby.com/2019/02/19/...y-cheat-sheet/
" Hotels must have GXP and One Yield to participate in SNAs"
and
"Only the Suite Night Awards choice requires property execution, where available. All other choices are delivered above property."
All this time we are told SNAs are out of the properties hands. No wonder this process is starting to get used and abused by properties.
https://loyaltylobby.com/2019/02/19/...y-cheat-sheet/
" Hotels must have GXP and One Yield to participate in SNAs"
and
"Only the Suite Night Awards choice requires property execution, where available. All other choices are delivered above property."
All this time we are told SNAs are out of the properties hands. No wonder this process is starting to get used and abused by properties.
Feb 19, 19, 8:51 pm
#756
Join Date: Oct 2017
Location: Canada
Posts: 13
And to end with a quick question, is there a way to see a specific hotel's pool of SNA-eligible rooms without making a booking?
Feb 20, 19, 7:15 am
#757
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,892
My experience at the St R BH was that I got an email indicating a ridiculous SNA upgrade and then the hard reality when I arrived was that I got the room that I booked (basic room) one floor up from what I paid for and 2 SNAs were deducted. It was in December so they were use or lose and I lost.
Feb 20, 19, 8:57 am
#759
Join Date: Apr 2009
Posts: 292
Looking at this insane chart, it would seem that SNAs DO require property intervention and if the properties do not have the required tools, SNAs are not able to be used.
https://loyaltylobby.com/2019/02/19/...y-cheat-sheet/
" Hotels must have GXP and One Yield to participate in SNAs"
and
"Only the Suite Night Awards choice requires property execution, where available. All other choices are delivered above property."
All this time we are told SNAs are out of the properties hands. No wonder this process is starting to get used and abused by properties.
https://loyaltylobby.com/2019/02/19/...y-cheat-sheet/
" Hotels must have GXP and One Yield to participate in SNAs"
and
"Only the Suite Night Awards choice requires property execution, where available. All other choices are delivered above property."
All this time we are told SNAs are out of the properties hands. No wonder this process is starting to get used and abused by properties.
They can also see incoming SNA requests.
Feb 20, 19, 9:42 am
#760
Join Date: Oct 2009
Posts: 502
Yes, that is what I was showing, but what i was getting at is that folks (and the lurkers many times since the merger) have told us that the SNA process is completely above the property and the property has nothing to do with it (how many times has the term "black box process" been seen in this thread?). However, now, we have a document from marriott showing us " requires property execution ". Not only that, " Hotels must have GXP and One Yield to participate in SNAs " which gives another out for the property. I do not know what those tools are or if they are used for other core functions but it would seem if a hotel does not want to participate they can simply discontinue usage of those tools or claim ignorance.
Feb 20, 19, 9:45 am
#761
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1K 1MM; Hyatt Globalist; Marriott Ti, LTP; Hilton Diamond (Aspire)
Posts: 53,557
Feb 20, 19, 9:55 am
#762
Join Date: Oct 2009
Posts: 502
to be fair, do we know if they specifically allow them to just completely opt-out or can the property claim ignorance and not use the required tools which gives an out that way? obviously the end result is the same for us though.
Feb 20, 19, 10:07 am
#763
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,124
Interesting, for a company that was known for consistency (for better or for worse), Marriott seems to be losing control now of any degree of consistency in their company...awards being available, SNAs being available, breakfast benefit, alternative amenity, etc.
Feb 20, 19, 12:45 pm
#764
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1K 1MM; Hyatt Globalist; Marriott Ti, LTP; Hilton Diamond (Aspire)
Posts: 53,557
The T&C seem to allow properties to elect not to participate. As an example, Prince Gallery Tokyo recently ended its participation.
Feb 20, 19, 1:56 pm
#765
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,690
Update: In the new reservation I saw a statement that suite upgrade not available because either there is no standard suites or the hotel does not participate in the SNA program. Since the hotel does have suites including Junior Suites, the only explanation is that the hotel does not participate in the SNA program.
Last edited by PanAmWT; Feb 20, 19 at 2:13 pm
