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 3, 2019, 9:27 am
#826
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,336
I just got off the phone with Marriott. Here is what I learned:
1. there is no special line for Titaniums. I got greeted as Plat Line, asked, was told that all Plats and Titans go to the same line
2. This super helpful person tried to do what I did on my SNA and when that didn't work, put me on hold. then she came back and said she didn't know what was up, but I could try again later. I asked a few hours or a few days; she said any of those...like literally just try any of those (but get off the phone now please).
3. She did point out that as Plat I might get an upgrade on check in if a nicer room is available.
Again, I'm a Titanium...and I'd like to use the SNA's. The silence told me she had fired every arrow in her quiver when she tried the same thing I did to no avail.
So I think Marriott might not really like those SNA thingees or take the seriously. Like less seriously than did SPG.
1. there is no special line for Titaniums. I got greeted as Plat Line, asked, was told that all Plats and Titans go to the same line
2. This super helpful person tried to do what I did on my SNA and when that didn't work, put me on hold. then she came back and said she didn't know what was up, but I could try again later. I asked a few hours or a few days; she said any of those...like literally just try any of those (but get off the phone now please).
3. She did point out that as Plat I might get an upgrade on check in if a nicer room is available.
Again, I'm a Titanium...and I'd like to use the SNA's. The silence told me she had fired every arrow in her quiver when she tried the same thing I did to no avail.
So I think Marriott might not really like those SNA thingees or take the seriously. Like less seriously than did SPG.
Mar 3, 2019, 10:18 am
#827
Join Date: Mar 2005
Location: Rancho Mirage, CA
Programs: Marriott Lifetime Titanium
Posts: 321
I have a paid stay for two nights at the Alfonso in Seville.
I went online to review my SNA options; I had three. Only two of them looked interesting so I picked those and submitted my choices.
About 5 second later, I got a confirmation e-mail. It said:REQUEST RECEIVEDThank you for your Suite Night Awards™ request. We're eager to secure the upgrade you requested, and will start checking availability five days before you arrive. If you're already within five days of your stay, you can expect another email from us shortly. Here is a summary of your request:•
Reservation confirmation number: XX
Hotel: LC HOTEL ALFONSO XIII SEVILLE
Stay dates: X
•
Suite Night Award(s) requested: 2
•
Suite Night Award(s) remaining in your account: 8
About one second after I got that e-mail, I got another one. It said:Thank you for letting us know that you will not be using your Suite Night Awards™. We have credited the Award(s) back to your account.
•
Reservation confirmation number:
•
Hotel: LC HOTEL ALFONSO XIII SEVILLE
•
Stay dates:
•
Suite Night Award(s) credited back to your account: 0
•
New Suite Night Award(s) balance: 10
what gives? Why would the system cancel my request? I know I could call the whatever top tier line...but man...they don't know what they're doing. After I finally get to them after the system telling me three times that I don't know how to say my name, I finally get to someone who most likely knows less about anything than what I do.
What I'm saying is, I don't think anyone at the Titanium line will know what is going on. Are there other avenues that I could pursue? Are there any chat programs? Direct e-mail?
I went online to review my SNA options; I had three. Only two of them looked interesting so I picked those and submitted my choices.
About 5 second later, I got a confirmation e-mail. It said:REQUEST RECEIVEDThank you for your Suite Night Awards™ request. We're eager to secure the upgrade you requested, and will start checking availability five days before you arrive. If you're already within five days of your stay, you can expect another email from us shortly. Here is a summary of your request:•
Reservation confirmation number: XX
Hotel: LC HOTEL ALFONSO XIII SEVILLE
Stay dates: X
•
Suite Night Award(s) requested: 2
•
Suite Night Award(s) remaining in your account: 8
About one second after I got that e-mail, I got another one. It said:Thank you for letting us know that you will not be using your Suite Night Awards™. We have credited the Award(s) back to your account.
•
Reservation confirmation number:
•
Hotel: LC HOTEL ALFONSO XIII SEVILLE
•
Stay dates:
•
Suite Night Award(s) credited back to your account: 0
•
New Suite Night Award(s) balance: 10
what gives? Why would the system cancel my request? I know I could call the whatever top tier line...but man...they don't know what they're doing. After I finally get to them after the system telling me three times that I don't know how to say my name, I finally get to someone who most likely knows less about anything than what I do.
What I'm saying is, I don't think anyone at the Titanium line will know what is going on. Are there other avenues that I could pursue? Are there any chat programs? Direct e-mail?
Mar 3, 2019, 10:21 am
#828
Join Date: Sep 1999
Location: Charlotte, NC USA
Programs: AA EXP; Marriott Lifetime / Annual Titanium; Massively Missing Starwood
Posts: 5,336
I would like to ask for such assistance as well. But I can't seem to find the contact information on the hotel website.
#MarriottHatesMe
#MarriottHatesMe
Mar 3, 2019, 10:25 am
#829
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,270
I would like to ask for such assistance as well. But I can't seem to find the contact information on the hotel website.
#MarriottHatesMe
#MarriottHatesMe
I think it had to do with the hotel changing room type names and the one's in the SNA pool online isnt updated or something like that
Mar 3, 2019, 10:48 am
#830
Join Date: Mar 2005
Location: Rancho Mirage, CA
Programs: Marriott Lifetime Titanium
Posts: 321
I would like to ask for such assistance as well. But I can't seem to find the contact information on the hotel website.
#MarriottHatesMe
#MarriottHatesMe
Try this:
[email protected]
Mar 3, 2019, 1:28 pm
#831
Join Date: Nov 2011
Programs: Delta Silver, AA Gold, HH Gold, Marriott Gold
Posts: 15
I have a reservation this upcoming weekend where I requested to use two SNAs. I checked yesterday and my request was for a Concierge level, 1.5 bathroom King suite. It was the only upgrade option showing.
Today I get my email and I am “upgraded” to a King, corner room.
I booked a King room and would never have used SNA to get just a corner room. Any recourse since this was not even an option when I requested the upgrade? Can I get my SNAs back?
Today I get my email and I am “upgraded” to a King, corner room.
I booked a King room and would never have used SNA to get just a corner room. Any recourse since this was not even an option when I requested the upgrade? Can I get my SNAs back?
Mar 3, 2019, 6:15 pm
#832
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,424
Mar 3, 2019, 8:02 pm
#833
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,084
I have a reservation this upcoming weekend where I requested to use two SNAs. I checked yesterday and my request was for a Concierge level, 1.5 bathroom King suite. It was the only upgrade option showing.
Today I get my email and I am “upgraded” to a King, corner room.
I booked a King room and would never have used SNA to get just a corner room. Any recourse since this was not even an option when I requested the upgrade? Can I get my SNAs back?
Today I get my email and I am “upgraded” to a King, corner room.
I booked a King room and would never have used SNA to get just a corner room. Any recourse since this was not even an option when I requested the upgrade? Can I get my SNAs back?
If you could provide your reservation details to us via private mail here or by email below, we will look into this with the appropriate team.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Mar 3, 2019, 11:21 pm
#834
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
Mar 3, 2019, 11:53 pm
#835
Join Date: Oct 2014
Programs: Etihad Platinum. Bonvoy Ambassador Elite
Posts: 333
Apologies if a similar question has been answered upthread. I have a week-long stay coming up in a couple of weeks at Le Meridien in KL. The app says that SNAs can’t be used toward this reservation. Will this change nearer the time if the hotel decides to release any unsold suites? Or maybe it’s a property that doesn’t participate in SNAs? When I access my booking on the website and click”view/ modify”, it does not state whether I can or cannot use my SNAs. Thanks.
Mar 4, 2019, 12:02 am
#836
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,424
Apologies if a similar question has been answered upthread. I have a week-long stay coming up in a couple of weeks at Le Meridien in KL. The app says that SNAs can’t be used toward this reservation. Will this change nearer the time if the hotel decides to release any unsold suites? Or maybe it’s a property that doesn’t participate in SNAs? When I access my booking on the website and click”view/ modify”, it does not state whether I can or cannot use my SNAs. Thanks.
Mar 4, 2019, 1:35 am
#837
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,033
Apologies if a similar question has been answered upthread. I have a week-long stay coming up in a couple of weeks at Le Meridien in KL. The app says that SNAs can’t be used toward this reservation. Will this change nearer the time if the hotel decides to release any unsold suites? Or maybe it’s a property that doesn’t participate in SNAs? When I access my booking on the website and click”view/ modify”, it does not state whether I can or cannot use my SNAs. Thanks.
At this stage the charity donation or 5 elite nights for Tit are looking like better options for 2019...
Mar 4, 2019, 2:36 am
#838
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
I'm noticing more and more that ex-SPG hotels - such as the LM KL where I never used to have a problem applying SNAs - just simply aren't allowing SNA upgrades. And a few Marriott properties are just upgrading to non-suite rooms that a Plat / Tit is almostly certainly going to get anyhow.
At this stage the charity donation or 5 elite nights for Tit are looking like better options for 2019...
At this stage the charity donation or 5 elite nights for Tit are looking like better options for 2019...
I have been extremely happy with upgrades post merger. I am currently at the St. Regis in Bora Bora and it has been amazing. I was upgraded to a Deluxe Overwater Villa with Island View from the base Reefside Villa. After check-in they delivered a Bottle of Bellecart Salmon Reserve Champagne, a bottle of Evian still water, a bottle of San Pelligrino Sparkling water and a half coconut filled with 6 Macaroons. The Champagne in the bar is $43.50 per glass. A minor service failure this morning resulted in a visit from the Assistant Manager with an apology, detailing how they failed and picked up our $163 lunch tab.
James at the St. Regis in Bora Bora.
Mar 4, 2019, 2:53 am
#839
Join Date: Oct 2014
Programs: Etihad Platinum. Bonvoy Ambassador Elite
Posts: 333
Yes, I frequently try the website. When I go to the booking and click on “view/modify”, it does not state whether I can or cannot use mySNAs. There is simply no mention of it. Maybe, as has been suggested, LM KL no longer allows SNAs. Such a shame.
Mar 4, 2019, 2:58 am
#840
Join Date: Mar 2018
Location: SG
Programs: Marriott Plat Amb, oneworld Ruby
Posts: 132
And my Ambassador offered to apply my SNAs for me at my stay last week, so the hotel does still seem to allow them.I can't speak for technical errors with individual member accounts as I have been relatively lucky with avoiding them thus far!
Last edited by HollyGlen; Mar 4, 2019 at 3:04 am Reason: Clarity