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FAQ : Suite Night Awards - SNA - questions and discussion thread

Old Dec 19, 2018, 11:39 am
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: RedSun
IF YOU HAVE A PREPAID RATE, PLEASE READ THIS WIKI!
Recommended SNA Best Practices:
  1. 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.
  2. 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.
  3. 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.
  4. 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
  5. 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.
  6. 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 DOESNT SEEM TO ALLOW, HERE IS A WORK-AROUND. GOOD LUCK!

https://www.flyertalk.com/forum/30575978-post541.html

Originally Posted by EuropeanPete
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.

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.

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FAQ : Suite Night Awards - SNA - questions and discussion thread

Old Sep 4, 2023, 6:35 pm
  #4201  
 
Join Date: Jun 2001
Location: San Diego Area
Programs: UA Gold MM, AA Gold MM, Marriott Plat LT, HH Gold, IHG Plat, WoH Discvst, Hertz PC
Posts: 1,834
Is there a list somewhere showing which properties in Paris participate in the SNA program?

Or alternatively, does anyone have any good experiences using one/some at a particular property?
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Old Sep 4, 2023, 9:53 pm
  #4202  
 
Join Date: May 2002
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Originally Posted by jmd001
Is there a list somewhere showing which properties in Paris participate in the SNA program?

Or alternatively, does anyone have any good experiences using one/some at a particular property?
I'm not aware of any list, anywhere, of which Marriott Bonvoy properties make upgrades available through the SNA program, or whether those upgrades are impressive two-room suites or just slightly better rooms.

I can tell you that my upcoming Courtyard Paris Gare de Lyon reservation is not eligible for a SNA request.

It seems the only way to know if a property will allow you to attach an SNA (and, if so, what your choices are) is to make a reservation and try it. Of course, even then, there's no guarantee your SNA will clear.

SNAs can provide wonderful upgrades, but they can also be very frustrating when they fail to clear then then expire at the end of the year.
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Old Sep 4, 2023, 10:07 pm
  #4203  
 
Join Date: Jun 2001
Location: San Diego Area
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Originally Posted by Horace
I'm not aware of any list, anywhere, of which Marriott Bonvoy properties make upgrades available through the SNA program, or whether those upgrades are impressive two-room suites or just slightly better rooms.

I can tell you that my upcoming Courtyard Paris Gare de Lyon reservation is not eligible for a SNA request.

It seems the only way to know if a property will allow you to attach an SNA (and, if so, what your choices are) is to make a reservation and try it. Of course, even then, there's no guarantee your SNA will clear,

SNAs can provide wonderful upgrades, but they can also be very frustrating when they fail to clear then then expire at the end of the year.
Thanks, Horace.

Ironically, Courtyard Paris Gare de Lyon is where I currently have a reservation and had already discovered that the property does not participate in the SNA program. Hence, the desire to search for or find a property that does participate.

I was already aware that the only conclusive way to know if a property participates is to make a reservation, and then see if you are offered the chance to apply SNAs. But was hoping for a shortcut (i.e., a list of participating properties) to save me some time.

So far of the 10 SNAs I have earned since becoming Platinum, I have only had success one time (and that was for only one night!)

Will be very interested to see what the "new" SNA program looks like when it gets rolled out. At a minimum, I hope it have an easy way to find out if a property participates.
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Old Sep 4, 2023, 10:39 pm
  #4204  
 
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
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Originally Posted by jmd001
Will be very interested to see what the "new" SNA program looks like when it gets rolled out. At a minimum, I hope it have an easy way to find out if a property participates.
I would just like to see an SNA's expiration date extended when that SNA fails to clear. It's diappointing enough when SNAs repeatedly fail to clear, but then to have those SNAs expire adds insult to injury.

My best SNA upgade was at the Hotel Alfonso XIII, a Luxury Collection Hotel, Seville, Spain. We were upgraded to a relatively compact two-room suite, but it was absolutely gorgeous and it came with a magnificent assortment of welcome gifts. Earlier this year, SNAs put us into a Grande Luxe Suite at the Westin Excelsior, Rome, Italy. SNA upgrades can also be nice even when it's not a fancy European hotel. We enjoyed having a top-floor suite, twice the size of a regular hotel room, at the West Des Moines Marriott last year.

Unfortunately, I ended 2022 with four SNAs expiring, despite trying to apply them in the United States and Europe.

Five SNAs should be worth far more than a single 40K FNA. Suite upgrades can be worth hundreds of dollars or hundreds of euros per night -- but not when they expire.

A 40K FNA can buy a single night in a $200, possibly $300, per night room. That's not nearly as good as five upgrades, each potentially worth more than that 40K room.

Yet I can see why members often recommend the 40K FNA at the 75-night level. SNAs expire. 40K SNAs are easy to use.

Last edited by Horace; Sep 4, 2023 at 10:46 pm
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Old Sep 4, 2023, 10:48 pm
  #4205  
 
Join Date: Jun 2001
Location: San Diego Area
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Originally Posted by Horace
I would just like to see an SNA's expiration date extended when that SNA fails to clear. .
That is a GREAT idea. (Hey, Bonvoy Lurker, take note!)

And thanks for the tip on the Hotel Alfonso XIII. That is property I have had my eye ever since looking for a place to say in Seville.
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Old Sep 4, 2023, 11:21 pm
  #4206  
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Originally Posted by jmd001
Is there a list somewhere showing which properties in Paris participate in the SNA program?

Or alternatively, does anyone have any good experiences using one/some at a particular property?
I would suggest having a look here for successful upgrades.

Successful Marriott Bonvoy Suite Night Award (SNA) Upgrades (2022 / 23 - ) - FlyerTalk Forums
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Old Oct 6, 2023, 7:35 pm
  #4207  
 
Join Date: Dec 2009
Location: EWR
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Posts: 587
Suite Night Award

Hi!

Has anyone else had this issue? I have a Marriott points stay booked in London on Monday, with a request for a Suite Night Award. Yesterday, I was told that the SNA had been denied.

With that news, I booked another reservation, with cash, and made the same request. The SNA was approved within an hour.

So, Cash= upgrade, but loyalty points doesn't???

While I know that the SNA is not guaranteed, this seems to me to be a diminishment of the program. In the past, I have had points reservations upgraded. Any thoughts?

Thanks!

Last edited by handspring088; Oct 6, 2023 at 10:32 pm
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Old Oct 7, 2023, 12:03 am
  #4208  
 
Join Date: Feb 2020
Posts: 473
Cash or points has nothing to do with it. There are periodic updates to the forecasting system (twice a day), and that system approves or denies SNAs. You just rebooked after the forecasting system decided there was, in fact, a suite available.
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Old Oct 16, 2023, 10:18 am
  #4209  
 
Join Date: Apr 2022
Location: New York, NY
Programs: Marriott, United, Jetblue
Posts: 142
Has there been any official press regarding the new SNA program. I thought when they originally released this news the updates were coming fall 2023, but for some reason October sticks out in my mind.
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Old Oct 18, 2023, 11:06 am
  #4210  
 
Join Date: Aug 2008
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For the past three days, I've been half expecting my room upgrade to be approved since the SNA bank has been tapped for awards. Nonetheless, the app indicates that my request is still pending. Guess waiting 8 more days is all I can do before a reply shuold be expected prior to my arrival. Has this occurred to anyone else?
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Old Oct 18, 2023, 3:06 pm
  #4211  
 
Join Date: Nov 2007
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Originally Posted by Zacnlinc
For the past three days, I've been half expecting my room upgrade to be approved since the SNA bank has been tapped for awards. Nonetheless, the app indicates that my request is still pending. Guess waiting 8 more days is all I can do before a reply shuold be expected prior to my arrival. Has this occurred to anyone else?
When does your stay start? SNAs don't start getting approved until 5 days prior to arrival. Your SNA gets "taken" when you apply it to a reservation and if approved will remain so but if not you will get it back.
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Old Oct 18, 2023, 6:46 pm
  #4212  
 
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Originally Posted by friedablass
When does your stay start? SNAs don't start getting approved until 5 days prior to arrival. Your SNA gets "taken" when you apply it to a reservation and if approved will remain so but if not you will get it back.

Thanks for the info regarding when the sweeps are to start for the upgrading process. And it's been a while since I applied the SNA's, so must not have noticed they were deducted right away. Lately, in 2022 5 expired after several attempts to upgrade. And again, I'm trying to use my 2023 SNA before they expire as well.
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Old Oct 30, 2023, 1:55 am
  #4213  
 
Join Date: Aug 2010
Posts: 541
How do SNA's work when you select multiple options? Assuming all are available, does it default to the lowest upgrade possible? Any datapoints on this? Thank you!
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Old Oct 30, 2023, 2:38 am
  #4214  
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Originally Posted by bobu
How do SNA's work when you select multiple options? Assuming all are available, does it default to the lowest upgrade possible? Any datapoints on this? Thank you!
With Starwood, William told us that you would be assigned the highest category available. However, once you had been assigned a suite, the system would stop checking availability, so if something better became available, you would not be reassigned to the better suite.

Perhaps iknowthings can shed some light on whether the system still operates like that.
margarita girl is online now  
Old Oct 30, 2023, 3:29 am
  #4215  
 
Join Date: Feb 2020
Posts: 473
Originally Posted by margarita girl
With Starwood, William told us that you would be assigned the highest category available. However, once you had been assigned a suite, the system would stop checking availability, so if something better became available, you would not be reassigned to the better suite.

Perhaps iknowthings can shed some light on whether the system still operates like that.
It does. Once it's granted/denied, that's the end if it. The hotel can manually upgrade you further if they're feeling generous.

All of this is subject to change Q1 2024 with the alleged new system, though!
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