Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Marriott | Marriott Bonvoy
Reload this Page >

SNA (Suite Night Award) General Discussion and Question Thread

SNA (Suite Night Award) General Discussion and Question Thread

    Hide Wikipost
Old Oct 3, 19, 10:24 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: CLEguy
Wiki Link
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. 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.
  4. 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 POSSIBLE WORK-AROUND. GOOD LUCK!

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

Originally Posted by EuropeanPete View Post
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 2 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/
Print Wikipost

Old Oct 10, 19, 1:13 am
  #1621  
FlyerTalk Evangelist
 
Join Date: Apr 2009
Location: New Delhi, India
Programs: Bonvoy Ambassador & Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 26,543
Originally Posted by stc View Post
We have never had that problem.
a buddy of mine who owns a few marriott branded properties told me that this is a problem they face regularly....a member with elite status will make a booking for a family member or friend with no plans of staying themselves....they don't inform the property that they will not be staying & expect the hotels to extend elite benefits like upgrades & breakfast & lounge access, etc to the non status guests....

my friend has made a rule at all his properties that no elite benefits are extended to the guests unless the status holder checks in personally....if a second guest on the reservation is checking in before the elite guest then then option is to get a regular room with no benefits until the elite guest comes later & stops by the front desk or to take the upgraded room & benefits but be charged for them if the elite guest does not check in later....

i think this is extremely fair & should be adopted by all properties to stop the elite guest from expecting elite benefits by booking for other people with the pretext of staying themselves....
TerryK and EuropeanPete like this.
Keyser is offline  
Old Oct 10, 19, 2:01 am
  #1622  
 
Join Date: Dec 2007
Location: SFO
Posts: 2,495
Originally Posted by Keyser View Post
a buddy of mine who owns a few marriott branded properties told me that this is a problem they face regularly....a member with elite status will make a booking for a family member or friend with no plans of staying themselves....they don't inform the property that they will not be staying & expect the hotels to extend elite benefits like upgrades & breakfast & lounge access, etc to the non status guests....

my friend has made a rule at all his properties that no elite benefits are extended to the guests unless the status holder checks in personally....if a second guest on the reservation is checking in before the elite guest then then option is to get a regular room with no benefits until the elite guest comes later & stops by the front desk or to take the upgraded room & benefits but be charged for them if the elite guest does not check in later....

i think this is extremely fair & should be adopted by all properties to stop the elite guest from expecting elite benefits by booking for other people with the pretext of staying themselves....
Once I had my mom join on a trip and her flight was to arrive 5 hours before me. I used the chat function on the app and informed the hotel of her name and that she will check in before me. The hotel responded with an okay but also sent a “pre-scripted blurb” about how no benefits will be provided until I arrived. I texted back to say please offer her lounge benefits and upgrade as if I was there so we didn’t need to switch rooms, and if I don’t show up (which I will), please charge my credit card for the full lounge and upgrade fee. The hotel responded with an okay and everything went as planned.
myperks is offline  
Old Oct 10, 19, 3:00 am
  #1623  
FlyerTalk Evangelist
 
Join Date: Apr 2009
Location: New Delhi, India
Programs: Bonvoy Ambassador & Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 26,543
Originally Posted by myperks View Post
Once I had my mom join on a trip and her flight was to arrive 5 hours before me. I used the chat function on the app and informed the hotel of her name and that she will check in before me. The hotel responded with an okay but also sent a “pre-scripted blurb” about how no benefits will be provided until I arrived. I texted back to say please offer her lounge benefits and upgrade as if I was there so we didn’t need to switch rooms, and if I don’t show up (which I will), please charge my credit card for the full lounge and upgrade fee. The hotel responded with an okay and everything went as planned.
that's the way it should be....if the elite member is not staying then no benefits should be offered....if the elite member is checking in after the 2nd name on the reservation then either no benefits should be extended or the benefits should be given & charged for later if the elite member doesn't turn up....
Keyser is offline  
Old Oct 10, 19, 8:25 am
  #1624  
 
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime TITANIUM, Delta Skymiles
Posts: 515
Originally Posted by myperks View Post
Once I had my mom join on a trip and her flight was to arrive 5 hours before me. I used the chat function on the app and informed the hotel of her name and that she will check in before me. The hotel responded with an okay but also sent a “pre-scripted blurb” about how no benefits will be provided until I arrived. I texted back to say please offer her lounge benefits and upgrade as if I was there so we didn’t need to switch rooms, and if I don’t show up (which I will), please charge my credit card for the full lounge and upgrade fee. The hotel responded with an okay and everything went as planned.
That is absolutely how this should be handled.

I have made reservations on my account for my wife, and for my parents on a few occasions, where I will not be there. I even change the name on the reservation to their name(s). They have always been extended the elite benefits. But not because I ask for or expect them. If the front desk asks on check in they will tell the truth. But usually they don't ask and just extend the benefits.
MW147 is offline  
Old Oct 11, 19, 1:24 am
  #1625  
 
Join Date: Apr 2015
Programs: OZ Diamond, Marriott Titanium, Sixt AC, Hertz PC
Posts: 51
Booked the room yesterday for the stay in 2 days and was surprised the system offered me the option for SNA. Applied it, but it's still pending - yet the app already offers mobile check-in. Anyone experienced similar?
Kaloz is offline  
Old Oct 11, 19, 6:37 am
  #1626  
 
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime TITANIUM, Delta Skymiles
Posts: 515
And I am now 0 for 5 on SNA requests. I have a 1 night stay next week at the Sheraton Hong Kong. I arrive in the evening and leave the next morning so there was no good reason to ask for a suite, but I was curious to see if I would get it. They did not even wait for the day before, at 5 days out I got the e-mail that they can't do it. And this is Hong Kong where hotel occupancy rates are in the toilet.

This program has been very disappointing. I have one more request in, 4 nights later this month at the Westin O'Hare. Let's see if I can finally have some success. As it stands I will not be able to use at least 6 out of the 10 SNA's I have on my account. And quite possibly I will waste all 10.
MW147 is offline  
Old Oct 11, 19, 12:18 pm
  #1627  
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Gold, Amex Plat
Posts: 24,305
used all 10 of my SNAs this year. Great program ... works well for me
cfischer is offline  

Thread Tools
Search this Thread