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 Aug 20, 19, 10:41 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

Reply

Old Oct 10, 18, 12:02 pm
  #151  
 
Join Date: Apr 2005
Location: Toronto
Programs: AC 50K, SPG Lifetime Platinum, Fairmont Platinum
Posts: 2,044
Hmm, so you mean even though the same type of suite is available for sale it’s not available for SNA?

Right now they are selling at least 3 of that same suite that night.
mikeyyz is offline  
Reply With Quote
Old Oct 10, 18, 4:01 pm
  #152  
 
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MP 1K,Bonvoy Tit, LTG
Posts: 1,227
Was able to apply SNA to an upcoming Marriott stay today. Interestingly when the options came up only 1 was a suite and the other 3 were basically the same room with just higher floor or better view options. Surprised they appeared as a SNA option and suspect that anyone who didn't pay attention and blew a SNA on those would be pretty peeved.
margarita girl likes this.
Fizzer is offline  
Reply With Quote
Old Oct 10, 18, 4:20 pm
  #153  
FlyerTalk Evangelist
 
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.5MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 19,515
Originally Posted by Fizzer View Post
Was able to apply SNA to an upcoming Marriott stay today. Interestingly when the options came up only 1 was a suite and the other 3 were basically the same room with just higher floor or better view options. Surprised they appeared as a SNA option and suspect that anyone who didn't pay attention and blew a SNA on those would be pretty peeved.
This seems to be the new Marriott way w.r.t. SNAs going forward...keeping it classy...
EuropeanPete likes this.
UA-NYC is online now  
Reply With Quote
Old Oct 10, 18, 6:07 pm
  #154  
 
Join Date: Nov 2007
Location: LEJ BRU
Posts: 953
Originally Posted by UA-NYC View Post
This seems to be the new Marriott way w.r.t. SNAs going forward...keeping it classy...
Offering better single rooms in additon to suites has been standard with SPG since they introduced SNAs. This merger is certainly a debacle but that point is not on my list.
red star is offline  
Reply With Quote
Old Oct 10, 18, 7:41 pm
  #155  
FlyerTalk Evangelist
 
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.5MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 19,515
Originally Posted by red star View Post


Offering better single rooms in additon to suites has been standard with SPG since they introduced SNAs. This merger is certainly a debacle but that point is not on my list.
Funny I've had (and used) 10 SNAs every year since they were introduced, and I don't remember "high floor", "club floor", etc. rooms populating any of my searches...it was suites and junior suites.

One should not have to use a SNA to get a "better single room".
UA-NYC is online now  
Reply With Quote
Old Oct 10, 18, 9:26 pm
  #156  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E50, AA EXP, SPG P100, Marriott Plat, Fairmont Plat
Posts: 11,952
Originally Posted by mikeyyz View Post
Hmm, so you mean even though the same type of suite is available for sale it’s not available for SNA?

Right now they are selling at least 3 of that same suite that night.
There might be a slight difference that doesn’t show up in the description. For example, maybe only the suites with the blue hand towels are in the SNA pool. I know I’m being ridiculous here, but there might be something you are not aware of.

All I’m saying is that the property does not process the SNAs. The system does. Now what I have often done when my SNA doesn’t clear is say at check in that my SNA did not clear and I’d really appreciate it if they could find me an alternate suite. Or you could send an email (or fax now). Most of the time I get my suite and keep my SNA.
margarita girl is offline  
Reply With Quote
Old Oct 10, 18, 9:30 pm
  #157  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E50, AA EXP, SPG P100, Marriott Plat, Fairmont Plat
Posts: 11,952
Originally Posted by rylan View Post
And apparently there are plenty of Marriott properties that block out SNAs even though they have a lot of suites... meanwhile trying to provide feedback about my dissatisfaction through Marriott customer service is a futile attempt as all they respond with is a canned cut-n-paste response.
The property gets to decide which suites go into the SNA pool, but once they are there, they can’t “block” them unless they create a fake reservation. However, the property may decide to only put corner rooms or rooms on a higher floor in the SNA pool. Avoid those properties or don’t waste your SNAs there.
bhrubin likes this.
margarita girl is offline  
Reply With Quote
Old Oct 11, 18, 7:04 am
  #158  
 
Join Date: Jun 2016
Location: HKG/MEL
Programs: CX MP Gold, SPG Plat
Posts: 55
Originally Posted by PanAmWT View Post
I applied 4 SNA to FourPoint Auckland NZ for a stay 9/9-9/13. It was not cleared but the 4 SNAs were not returned to my account. I called SPG and was given a email to inquire. The email bounced. Still no SNA. I hope to use these for a late October trip and also an early November trip. I am afraid I will never see the 4 SNA again or until much later, after they expire. Anyone has a similar experience or know how I might recover them?
Similar issue. I had 2 SNAs returned prior to Aug 18, but now they've disappeared again. I have another 2 missing as they were never returned after not being successful (never got a non-success email either...). So I am missing 4 SNAs that are due to expire by the end of the year. I emailed Marriott but it's been over a week and no response other than the automatic 'we're busy with lots of emails'.

If you find a contact that managed to get your missing SNAs back, let me know! I want mine back too!!
Yannie is offline  
Reply With Quote
Old Oct 11, 18, 8:24 am
  #159  
 
Join Date: Mar 2010
Location: Sunshine State
Programs: Avis Trump. Costco Exec. SPG PLAT PREM-90. WN A+/CP. AA SLV. Nat EE..
Posts: 445
They can effectively “block” them by not
confirming the SNA until very close in or not confirming at all until checkin. Also, I’m seeing a much higher rate of “ineligible” stays to try and use SNA’s especially on the 4/5* properties. Since I’ve tested these with non special/corp rates it would seem either a technical glitch or properties (Marriott legacy) are choosing not to participate which if that’s the case it should be clearly posted comewhere or at least as clearly as “resort” or convention properties are designated.
ucfjoe is offline  
Reply With Quote
Old Oct 11, 18, 8:28 am
  #160  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E50, AA EXP, SPG P100, Marriott Plat, Fairmont Plat
Posts: 11,952
Originally Posted by ucfjoe View Post
They can effectively “block” them by not
confirming the SNA until very close in or not confirming at all until checkin. Also, I’m seeing a much higher rate of “ineligible” stays to try and use SNA’s especially on the 4/5* properties. Since I’ve tested these with non special/corp rates it would seem either a technical glitch or properties (Marriott legacy) are choosing not to participate which if that’s the case it should be clearly posted comewhere or at least as clearly as “resort” or convention properties are designated.
The property doesn't confirm the SNA. The system does!

William, a little back up here please.
Starwood Lurker and bhrubin like this.
margarita girl is offline  
Reply With Quote
Old Oct 11, 18, 10:13 am
  #161  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Originally Posted by margarita girl View Post
The property doesn't confirm the SNA. The system does!

William, a little back up here please.
The system checks for SNA's, not the hotel. It is a totally automated process. The hotel does absolutely nothing with regard to confirming SNA's.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Fizzer, margarita girl and bhrubin like this.
Starwood Lurker is offline  
Reply With Quote
Old Oct 11, 18, 10:54 am
  #162  
 
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MP 1K,Bonvoy Tit, LTG
Posts: 1,227
Originally Posted by UA-NYC View Post
Funny I've had (and used) 10 SNAs every year since they were introduced, and I don't remember "high floor", "club floor", etc. rooms populating any of my searches...it was suites and junior suites.

One should not have to use a SNA to get a "better single room".
My experience too. I have seen options of several suite types in some hotels but cannot recall seeing more than one non suite option ever ( and that was for an Ocean Front King room in a Resort property.) It's in the name after all.
Fizzer is offline  
Reply With Quote
Old Oct 11, 18, 3:19 pm
  #163  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E50, AA EXP, SPG P100, Marriott Plat, Fairmont Plat
Posts: 11,952
Originally Posted by Starwood Lurker View Post
The system checks for SNA's, not the hotel. It is a totally automated process. The hotel does absolutely nothing with regard to confirming SNA's.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Thank you oh Grand Poobah. No one seems to believe me! LOL
Starwood Lurker and bhrubin like this.
margarita girl is offline  
Reply With Quote
Old Oct 11, 18, 3:57 pm
  #164  
 
Join Date: Apr 2005
Location: Toronto
Programs: AC 50K, SPG Lifetime Platinum, Fairmont Platinum
Posts: 2,044
So my SNA was rejected. But the same suite type has 3+ rooms for sale including available on points. This is garbage, the program is officially ruined in my mind. What’s the point of SNAs if not confirmed based on same room type available?
mikeyyz is offline  
Reply With Quote
Old Oct 11, 18, 4:01 pm
  #165  
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Gold, Amex Plat
Posts: 24,110
got a nice SNA upgrade to an executive suite at the JW in Shanghai. Very pleased. A nice enhancement to the program
bhrubin likes this.
cfischer is offline  
Reply With Quote

Thread Tools
Search this Thread