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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 Nov 15, 2023, 8:25 am
  #4261  
 
Join Date: Aug 2011
Location: BCN
Programs: AA Platinum Pro, Marriott Titanium & LT Gold
Posts: 124
Originally Posted by fmisle
Need your thoughts... need to burn SNA's expiring this year, so booked a getaway at the JW Madrid this weekend.

Booked Sunday afternoon and initially only selected the Terrace Junior Suite. Besides a Junior Suite, which hasn't cleared yet, there's two other rooms in the SNA pool:

Despite the name, the Deluxe Terrace is actually a higher category than the Premium Deluxe Corner, which the hotel explains below:

The Premium Deluxe Corner room is a corner room so it has several points of view from its 3 balconies. Depending on the unit they can be up to 50m2.
The Deluxe Terrace room is considered a higher category because of its terrace. It is our only room that without being a suite has a fully furnished terrace.

In total, if we count the meters of the terrace, the second room would be the largest since the meters are only from the space of the room.

Otherwise, both rooms have the same categories with respect to bathroom layout and bed size.

Wonder if I should select both as SNAs and see what clears? If I wasnt trying to burn SNAs, I would be letting the upgrade gods decide on check-in.
Originally Posted by kb1992
I would select both. Any upgrade is better than none.

Besides, soon your SNA will expire.
Ended up clearing the Premium Deluxe Corner, which is partly what I was expecting to clear into (even though I know web availability does not dictate SNA clearance per wiki).

I agree, any upgrade is better than none (still hoping for a double upgrade on check in, if I ask nicely - as I am traveling with a friend that never stays in luxury hotels [usually shared hostels] so, hoping to wow and pamper him a bit)

I read somewhere (may even have been this thread) that this is not unlike SWU's on airlines. You can wait and see if you get upgraded at the gate, or you can use a SWU to guarantee an upgrade prior to boarding and it totally makes sense and has slightly change how I view SNA/NUAs.
fmisle is offline  
Old Nov 15, 2023, 8:34 am
  #4262  
 
Join Date: Apr 2011
Programs: Marriott Ambassador, AA ExecPlat, Amtrak Select Exec, former WN apologist
Posts: 1,395
Originally Posted by fmisle
I read somewhere (may even have been this thread) that this is not unlike SWU's on airlines. You can wait and see if you get upgraded at the gate, or you can use a SWU to guarantee an upgrade prior to boarding and it totally makes sense and has slightly change how I view SNA/NUAs.
Some similarities I guess, but the big difference is that SWUs are generally confirmable when you make the reservation if there is upgrade space. SNA dont clear until 5 days prior (now 3 days prior I guess?). If SNAs/NUAs were confirmable at booking they would become a super valuable benefit. As they are now they have modest value at best.
Mr. BoH is offline  
Old Nov 15, 2023, 9:30 am
  #4263  
FlyerTalk Evangelist
 
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott Amb (LTT)
Posts: 10,303
Originally Posted by Mr. BoH
Some similarities I guess, but the big difference is that SWUs are generally confirmable when you make the reservation if there is upgrade space. SNA dont clear until 5 days prior (now 3 days prior I guess?). If SNAs/NUAs were confirmable at booking they would become a super valuable benefit. As they are now they have modest value at best.
And their value is changing next year.

-RM
RobOnLI is offline  
Old Nov 23, 2023, 1:46 pm
  #4264  
 
Join Date: Oct 2020
Location: TPA
Programs: Bonvoy Platinum, Hilton Diamond
Posts: 210
Anyone not get news about their SNA being approved/denied by 2pm the day before? I made a last minute booking this morning and threw 2 SNAs there because why not. Its past 2pm hotel time and I havent gotten any notification and it still says pending on the app. Ive gotten all my notification emails 5-10 mins after 2p in the past, but Ive also never requested a SNA this last minute.
andy_dangg is offline  
Old Nov 26, 2023, 5:27 am
  #4265  
 
Join Date: May 2023
Posts: 21
When do the 5 days start counting and what is the earliest possible approval time? Is it 2pm 5 days before check-in local time?
Posco is offline  
Old Nov 27, 2023, 5:34 pm
  #4266  
 
Join Date: Dec 2009
Location: PEK & MKE
Programs: Amex-gold, Hainan-gold, Mrt-LT Titanium
Posts: 1,347
2024

Originally Posted by RobOnLI
And their value is changing next year.

-RM
Wondering the new values for the franchise owners $. Was told before it's a floating revenue # between $4-$5 us for standard Marriott/Sheraton brand hotels.

BTW, used 2 SNA's next weekend, requested 5 days out & confirmed at a Sheraton for a suite at 4 days out. Neat !. I will have an onsite shmoozing conversation with the revenue manager this weekend about 2024 upgrades...
Jiatong is offline  
Old Nov 29, 2023, 1:10 pm
  #4267  
 
Join Date: Nov 1999
Location: SoCal; DO-RAGS: Old Gold tagged, PIP, LatPass 1/2, AA 4MM, HH LT Diamond, Marriott Titanium/LT Plat, Omni
Posts: 9,154
Originally Posted by kb1992
IME, it's a mixed bag.

Sometimes I got the lowest level I selected.

Just got confirmation for SNA on my upcoming 5-night stay at JW Cancun this weekend. I was offered

1) Grand Ocean View Suite 100 sq. m
2) Caribbean Ocean View Suite 86 sq. m
3) JW Ocean View Suite 71 sq. m.
4) Premier View room

I requested SNA for 1,2,3 and JW confirmed an upgrade to 2.

It appears that 1) is sold out.
I tend to over-think game theory when requesting SNAs, and just had a similar situation as above.

I picked four likable potential upgrades at the Maui Sheraton wondering if best gamesmanship was to only pick #1, the most aspirational suite. I agonized that if another SNA-er only picked #1, they would get that, and I would get the lower picks, some of which I'd likely get organically as a Titanium. But then I rationalized: it's Marriott IT so there won't be any grand conspiracy as nobody is driving the boat plus just about everyone seems to have status in Maui.

In the best of all worlds there would be full transparency on the decision-making process.
SPN Lifer and margarita girl like this.
Jailer is online now  
Old Dec 8, 2023, 11:45 am
  #4268  
 
Join Date: Feb 2019
Location: Denver, CO
Programs: UA Gold, Bonvoy Titanium
Posts: 132
Suppose you book a base room and submit SNA request for three different rooms. You get confirmed to the best of the three via email, but youre downgraded to the worst of the three at arrival. Is that considered a downgrade? Should SNAs be returned? If so, is there risk the hotel will put you in the base room you booked?
bjdj94 is offline  
Old Dec 11, 2023, 2:11 am
  #4269  
 
Join Date: Oct 2017
Posts: 97
So this is the first time I'm using my SNA, though I am well versed in Bonvoy hotel shenanigans. I've requested a 2 bed suite at the Westin Doha, appears there are a number available. I have received an email that it has not been completed (5 days in advance) and they will continue checking.

Our stay is in 4 days, is this going to happen? Or is the hotel playing games on the deadline to approve it and therefore very unlikely.

Follow up question, any good experiences with Doha hotels when using SNA?
Arghmeinaugen is offline  
Old Dec 11, 2023, 7:43 am
  #4270  
 
Join Date: Feb 2020
Posts: 473
Originally Posted by bjdj94
Suppose you book a base room and submit SNA request for three different rooms. You get confirmed to the best of the three via email, but youre downgraded to the worst of the three at arrival. Is that considered a downgrade? Should SNAs be returned? If so, is there risk the hotel will put you in the base room you booked?
In theory, this should occur automatically after the system recognized that they put you in a lower category than what was guaranteed. If it didn't, you can call Bonvoy to recover them.

Originally Posted by Arghmeinaugen
Our stay is in 4 days, is this going to happen? Or is the hotel playing games on the deadline to approve it and therefore very unlikely.
The hotel has no direct control over your SNA approval or denial. It is an automated system above property.
iknowthings is offline  
Old Dec 14, 2023, 9:37 am
  #4271  
 
Join Date: Dec 2014
Posts: 1,871
Originally Posted by iknowthings
The hotel has no direct control over your SNA approval or denial. It is an automated system above property.
The upgrade clearing system is automated but the hotel has direct control over the upgrade inventory the clearing system matches against. So while the hotel isn't approving or denying individual requests, they do have quite a bit of control upgrades.
rucksack is offline  
Old Dec 14, 2023, 2:16 pm
  #4272  
 
Join Date: Feb 2020
Posts: 473
Originally Posted by rucksack
The upgrade clearing system is automated but the hotel has direct control over the upgrade inventory the clearing system matches against. So while the hotel isn't approving or denying individual requests, they do have quite a bit of control upgrades.
Unless they are placing suites out of order, which is not impossible but extraordinarily unlikely, they do not.

Suite night award calculations do not take MARSHA inventory into consideration. The hotel cannot control any part of the calculation unless they shoot themselves in the foot by making those rooms un-sellable.

I appreciate that you believe your information came from a good source, but I assure you I am being accurate and truthful. Take that for what it's worth, though.
iknowthings is offline  
Old Dec 14, 2023, 4:26 pm
  #4273  
 
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,256
For the first time, I am 0 for 5 on SNA usage this year. Previous years I have been able to use 3 to 5 of them. Hopefully next year will be better with the new "enhanced" NUA's.

--Jon
Jon Maiman is online now  
Old Dec 15, 2023, 2:41 am
  #4274  
 
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,755
Originally Posted by Jon Maiman
For the first time, I am 0 for 5 on SNA usage this year. Previous years I have been able to use 3 to 5 of them. Hopefully next year will be better with the new "enhanced" NUA's.

--Jon
I have also struck out hugely this year, after a couple of very successful years. Four to six of mine will expire this year after 80 nights. Cant complain too much, as I often got a suite anyway as an Ambassador and then Titanium, in Europe, Middle East and Australia (obviously in the US I was treated as if I had booked via Hotels.com). But seriously makes me question the value of these awards.
Radiation Station is offline  
Old Dec 15, 2023, 10:52 am
  #4275  
 
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,752
Originally Posted by iknowthings
Unless they are placing suites out of order, which is not impossible but extraordinarily unlikely, they do not.

Suite night award calculations do not take MARSHA inventory into consideration. The hotel cannot control any part of the calculation unless they shoot themselves in the foot by making those rooms un-sellable.

I appreciate that you believe your information came from a good source, but I assure you I am being accurate and truthful. Take that for what it's worth, though.
Can hotel reassign the SNAed room/suite?

As in SNA cleared for x type of suite, reservation team manually downgrade the room back to base room (or other type)
kaizen7 is offline  

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