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
Sep 24, 2018, 1:52 pm
#106
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
If I go to the My Trips page then both reservations show this in the lower right hand corner:
If I click on View/Modify for the first reservation this appears part way down the page:
On the second reservation, this does not appear. Just wondering if there is any reason to worry about that. Thanks.
If I click on View/Modify for the first reservation this appears part way down the page:
On the second reservation, this does not appear. Just wondering if there is any reason to worry about that. Thanks.
Sep 24, 2018, 2:09 pm
#107
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
If I go to the My Trips page then both reservations show this in the lower right hand corner:
If I click on View/Modify for the first reservation this appears part way down the page:
On the second reservation, this does not appear. Just wondering if there is any reason to worry about that. Thanks.
If I click on View/Modify for the first reservation this appears part way down the page:
On the second reservation, this does not appear. Just wondering if there is any reason to worry about that. Thanks.
Sep 24, 2018, 3:12 pm
#108
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I have a conference at the Westin NYC Times Square. I booked the group rate (I'm paying) which was $100 cheaper and without the $25 destination fee or whatever they call it. I called to apply 2 SNAs and was told I couldn't as it was a group rate. I've looked through the T&Cs and didn't see anything about this. Am I missing it?
Sep 25, 2018, 6:14 am
#109
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
If I go to the My Trips page then both reservations show this in the lower right hand corner:
If I click on View/Modify for the first reservation this appears part way down the page:
On the second reservation, this does not appear. Just wondering if there is any reason to worry about that. Thanks.
If I click on View/Modify for the first reservation this appears part way down the page:
On the second reservation, this does not appear. Just wondering if there is any reason to worry about that. Thanks.
Sep 26, 2018, 10:46 am
#110
Join Date: Sep 2007
Programs: UA - Platinum; Starwood - Platinum; Alaska - MVP75; IHG - Platinum; Hilton - Gold; Marriott - Gold
Posts: 670
Best way to apply Suite Night Awards for Starwood hotels
I am a Marriott Platinum Elite with the new Marriott program and I am having trouble applying SNA.
Two methods I tried to apply Suite night awards for the reservations booked before August, 2018:
1. When I go my existing reservations (all of them are Starwood properties like Westin, Sheraton and Le Meridien in Thailand & Malaysia) and click on my modify and then try to apply SNA on them, the page navigates to a different page and ask me to re-login and I see, "Service Unavailable" page = Didn't work
2. Called the customer serive help of Marriott Platinum Elite and the agent had no clue about SNA. Spoke with 2 agents and both knowledge on SNA was zero. Finally I helped him to navigate after a 20 minute phone call and he told he can't do the Suite night awards as the system is not allowing him to do anything on the existing reservation, although he see I have 8 SNAs = Didn't work either.
Both I tried this weekend and even just now. I am hating Marriott's website as well.
many times it is not working, or not displaying correctly.
Any suggestions on how to apply SNA to an existing reservations?
Two methods I tried to apply Suite night awards for the reservations booked before August, 2018:
1. When I go my existing reservations (all of them are Starwood properties like Westin, Sheraton and Le Meridien in Thailand & Malaysia) and click on my modify and then try to apply SNA on them, the page navigates to a different page and ask me to re-login and I see, "Service Unavailable" page = Didn't work
2. Called the customer serive help of Marriott Platinum Elite and the agent had no clue about SNA. Spoke with 2 agents and both knowledge on SNA was zero. Finally I helped him to navigate after a 20 minute phone call and he told he can't do the Suite night awards as the system is not allowing him to do anything on the existing reservation, although he see I have 8 SNAs = Didn't work either.
Both I tried this weekend and even just now. I am hating Marriott's website as well.
many times it is not working, or not displaying correctly.
Any suggestions on how to apply SNA to an existing reservations?
Last edited by kay_jay; Sep 26, 2018 at 11:05 am
Sep 26, 2018, 10:53 am
#111
Join Date: Sep 2000
Location: LAX
Programs: UA 1K MM, AS MVPG, SPG PLAT 100
Posts: 1,497
Sep 26, 2018, 12:15 pm
#112
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
For some people (including myself) the online functionality appears to be broken so the only way to get SNAs added is to call up until you find a competent sales rep. I'm hearing the UK team appear to be more switched on in general than in the US, so maybe try them?
Sep 26, 2018, 3:28 pm
#113
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Marriott IT still is problematic for those properties or perhaps due to an ineligible rate; it’s hard to know. You need to contact the Platinum line to apply SNAs if you can’t do it online. Sorry.
This is another reason why having an Ambassador is so helpful: no waiting.
This is another reason why having an Ambassador is so helpful: no waiting.
I am a Marriott Platinum Elite with the new Marriott program and I am having trouble applying SNA.
Two methods I tried to apply Suite night awards for the reservations booked before August, 2018:
1. When I go my existing reservations (all of them are Starwood properties like Westin, Sheraton and Le Meridien in Thailand & Malaysia) and click on my modify and then try to apply SNA on them, the page navigates to a different page and ask me to re-login and I see, "Service Unavailable" page = Didn't work
2. Called the customer serive help of Marriott Platinum Elite and the agent had no clue about SNA. Spoke with 2 agents and both knowledge on SNA was zero. Finally I helped him to navigate after a 20 minute phone call and he told he can't do the Suite night awards as the system is not allowing him to do anything on the existing reservation, although he see I have 8 SNAs = Didn't work either.
Both I tried this weekend and even just now. I am hating Marriott's website as well.
many times it is not working, or not displaying correctly.
Any suggestions on how to apply SNA to an existing reservations?
Two methods I tried to apply Suite night awards for the reservations booked before August, 2018:
1. When I go my existing reservations (all of them are Starwood properties like Westin, Sheraton and Le Meridien in Thailand & Malaysia) and click on my modify and then try to apply SNA on them, the page navigates to a different page and ask me to re-login and I see, "Service Unavailable" page = Didn't work
2. Called the customer serive help of Marriott Platinum Elite and the agent had no clue about SNA. Spoke with 2 agents and both knowledge on SNA was zero. Finally I helped him to navigate after a 20 minute phone call and he told he can't do the Suite night awards as the system is not allowing him to do anything on the existing reservation, although he see I have 8 SNAs = Didn't work either.
Both I tried this weekend and even just now. I am hating Marriott's website as well.
many times it is not working, or not displaying correctly.
Any suggestions on how to apply SNA to an existing reservations?
Sep 26, 2018, 3:46 pm
#114
Suspended
Join Date: Mar 2017
Programs: Delta-pm, Hilton-Diamond, Marriott-PP
Posts: 271
One of the main issues I have with SNA now is the new 2-3 day out cancellation policy. Since they don’t start clearing unti prior to 5 days out, and I have a feeling very few actually clear 5 days out, that leaves very little wiggle room. When I need a suite I will book a suite at a property that I am ok with staying at and then book a basic room and use SNA at my preferred property. With the advent of hotels moving away from the 24hr cancellation policy these have really become almost worthless to me since when I require a suite a basic room won’t suffice if I don’t hit the SNA lottery. Those with experience using these do you find that they normally clear day of?
Sep 26, 2018, 4:20 pm
#115
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
One of the main issues I have with SNA now is the new 2-3 day out cancellation policy. Since they don’t start clearing unti prior to 5 days out, and I have a feeling very few actually clear 5 days out, that leaves very little wiggle room. When I need a suite I will book a suite at a property that I am ok with staying at and then book a basic room and use SNA at my preferred property. With the advent of hotels moving away from the 24hr cancellation policy these have really become almost worthless to me since when I require a suite a basic room won’t suffice if I don’t hit the SNA lottery. Those with experience using these do you find that they normally clear day of?
If you require a junior suite or proper suite, you obviously should book that. SNAs and upgrades are a benefit, not a guarantee. That’s why I booked a junior suite using points at the StR Rome last year and at the StR Florence this year.
Sep 29, 2018, 3:28 am
#116
Join Date: Jul 2010
Location: Korea, USA
Programs: IC Dia RA / Marriott LT Plat / WOH Globalist / Hilton Diamond / OZ Diamond Plus
Posts: 340
50 nights at SPG properties.
In this year, if I stay more than 50 nights at SPG property only, do I get 10 SNAs?
I doubt that but I just want to make sure.
I doubt that but I just want to make sure.
Sep 29, 2018, 7:30 am
#118
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Sep 29, 2018, 9:33 am
#120
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,166
Anyone getting the legacy SPG "we're working on it" emails anymore? Checking in later, no word on SNA clearing, no updates, nada.
