bhrubin

Starwood Lurker

In this case, it was not a technical glitch. The system is programmed not allow attachment of SNA's when the corresponding suite/upgraded room types are sold out.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

bhrubin

Ah, that makes sense, too! Thanks, William, for offering us a very straightforward and common sensical alternative explanation that we hadn't considered. Seems pretty prudent to me!

Again, it turns out to be a completely benign scenario and not the conspiracy that so many expected it might be.

pokee

I became Marriott Gold in 2018 - and then got Platinum status when the merger occurred in August. I understand I have a Platinum perk of a 5 night suite night award (having status as a Marriott elite member).

I have a 5 night award reservation in December that I'd like to attach my suite night award to, but I see no option for that (note that it's a Marriott hotel that was booked back in March 2018, and I haven't ordered the e-cert for it yet). I called to inquire about it and the phone rep told me that I won't get the suite night perk until Jan. 2019, because I got plat status in 2018. Is this correct? Or do I need to order the e-cert before the option will show up?

Viking547

New one for me that popped up today.
I have two back to back reservations booked - one for a W and another for a Renaissance, both booked using my corporate SET code. Called in to old Platinum SPG desk and was able to request an upgrade using a SNA. After a few minutes the rep told me she didn't know the Marriott system and transferred me to someone at the Marriott desk. After a 40 minute wait for an agent, the person told me that the reservation wasn't eligible for a SNA because it was booked using a corporate SET code and that the T&C dictate this to be the case. I found this very odd and wasn't sure if this is a Marriott property thing or not. I wanted to stick with the old adage of 'hang up and try again', but couldn't stomach another 30+ minute wait.

Can someone confirm whether or not this is true, and if so, why are legacy Marriott properties handling this differently than legacy Starwood properties?

kennycrudup

Did you not try online, or weren't able to?

Yeah, that ain't true.

donotblink

My suite night awards are missing following the transition to the Marriott Platform. I've sent a few e-mails and made a few calls over the past several weeks but I still haven't been able to get my unattached ones recovered, but I was able to cancel some from an upcoming stay and use them for a more immediate stay.

Starwood Lurker III

Hi pokee,

Have you tried to choose your Annual Choice Benefit by visiting this site? If you have already chosen Suite Night Awards as your benefit but could not attach to your reservation, please provide your reservation details to us via private mail here or by email below and we will help look into it for you.

Best Regards,

Christina Zhou
Social Media Specialist
Marriott International

[email protected]

margarita girl

pokee

Thanks so much Christina - this worked!!!

What would we do without Flyertalk? I'm continually frustrated with phone staff giving out incorrect information, and having to use this forum to train THEM. Ughhhh...

Viking547

Wasn't able to online. Didn't even give me the choice.

Lurkers - is this something you can help with?

dc2005b

Exactly, and by not publishing which specific category room/suite a SNA is allowed to be requested for there is no transparency as to if the system is working or not. In my example the hotel was selling Deluxe rooms, Deluxe with fireplace rooms, Grand Deluxe, Junior suites and One bedroom suites yet none of these rooms were the of the allowable category for SNA's I'm told.

It doesn't matter now as all the premium options are indeed no longer for sale but that was not the case at the time of booking. My previous impression, which could certainly be incorrect was that in the past you could "Request" SNA on various category premium rooms / suites unrelated to actual inventory and be added to a wait-list, which they would then begin clearing at t-5 days. Perhaps Ive just misunderstood the system all these years?

Starwood Lurker

This is precisely the case.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

Starwood Lurker

Help attaching SNA awards? Sometimes yes; sometimes no. It all begins with an email sent to the email address below along with the other necessary information such as account number and confirmation number. If more than one suite/upgraded room type is available, you will need to identify which ones you want to try for.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

Viking547

I sent off an email, but was more hoping for help in clarifying what the policy is. Can SNAs be applied to cash bookings made with an SET code for legacy Marriott properties? I already know they can for legacy SPG properties since I just did it and have been doing this for years. The Marriott rep said corp bookings are not eligible.