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SNA (Suite Night Award) General Discussion and Question Thread

SNA (Suite Night Award) General Discussion and Question Thread

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Old Jun 29, 22, 9:51 pm   -   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: RedSun
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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 DOESN’T SEEM TO ALLOW, HERE IS A 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 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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Old Nov 16, 20, 3:50 pm
  #2206  
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So I'm checking in with my family to the Mauna Kea on Wednesday...I can check in early. We are staying on points and using 2 SNA's for the two night stay...should I check in early, or wait until I arrive on property?
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Old Nov 16, 20, 3:57 pm
  #2207  
 
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Originally Posted by bsdstone View Post
So I'm checking in with my family to the Mauna Kea on Wednesday...I can check in early. We are staying on points and using 2 SNA's for the two night stay...should I check in early, or wait until I arrive on property?
If your SNA has cleared to a room category you selected, yes go ahead, If not wait until you get there.
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Old Nov 16, 20, 3:58 pm
  #2208  
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Originally Posted by escapefromphl View Post
If your SNA has cleared to a room category you selected, yes go ahead, If not wait until you get there.
OK, thanks. It hasn't cleared to anything as of yet...I'll wait and keep an eye on it.
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Old Nov 16, 20, 4:13 pm
  #2209  
 
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Originally Posted by bsdstone View Post
OK, thanks. It hasn't cleared to anything as of yet...I'll wait and keep an eye on it.
When I used SNA's there as a Titanium I selected every main building sea facing room type, including 2 queens, 2 doubles etc it cleared 3.5 days out into an ocean view 2 doubles. No further upgrade but it was busy period.
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Old Nov 16, 20, 4:18 pm
  #2210  
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Originally Posted by techie View Post
I have booked a stay at Hotel Park City in Utah that is part of the Autograph Collection, only to discover that apparently my stay is not eligible for a redemption of SNAs. Now I realise that all of the rooms at this hotel are suites, but there are multiple level of suites, so why wouldn't I be allowed to request an upgrade to a much better room?
well, it is right in the T&Cs for SNAs ... all-suite hotels do not participate.
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Old Nov 17, 20, 7:18 pm
  #2211  
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Originally Posted by rylan View Post
So is the SNA 'sweep' still supposed to be automatic? I have one requested for an upcoming stay, and today is 5 days prior to check in... yet did not receive an upgrade confirmation nor the email that says it didn't clear yet but they are still looking for availability.
Same issue with three reservations in Hiroshima and Kyoto this weekend, next week.
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Old Nov 18, 20, 7:54 am
  #2212  
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Originally Posted by tofumatt View Post
Same issue with three reservations in Hiroshima and Kyoto this weekend, next week.
First SNA cleared today, 96 hours from check in. Got the “We’re Working on your Upgrade” and “Your upgrade is Confirmed” at 2:57 JST, approx 12:57 AM EST. Will update the others in 10 days.
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Old Nov 18, 20, 10:58 am
  #2213  
 
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Currently in the middle of a 2 night stay where I applied a SNA. The SNA did not clear but I decided to pay for a higher category room at check in. Last night while having dinner my SNA cleared into the higher category room.

Anyone experience this before?
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Old Nov 18, 20, 11:18 am
  #2214  
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Originally Posted by kluau88 View Post
Currently in the middle of a 2 night stay where I applied a SNA. The SNA did not clear but I decided to pay for a higher category room at check in. Last night while having dinner my SNA cleared into the higher category room.

Anyone experience this before?
how did the sna clear in the middle of your stay????the system is supposed to return the sna to your account if it doesn't clear 24 hours before your stay starts....
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Old Nov 18, 20, 12:39 pm
  #2215  
 
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Originally Posted by Keyser View Post
how did the sna clear in the middle of your stay????the system is supposed to return the sna to your account if it doesn't clear 24 hours before your stay starts....
I wish I had an answer. My understanding was the SNA should redeposit too!
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Old Nov 18, 20, 1:06 pm
  #2216  
 
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Originally Posted by kluau88 View Post
Currently in the middle of a 2 night stay where I applied a SNA. The SNA did not clear but I decided to pay for a higher category room at check in. Last night while having dinner my SNA cleared into the higher category room.

Anyone experience this before?
I think you just got BONVOYed. The hotel will claim whatever reimbursement they get from Marriott and they get to charge you too. I'd walk over right now and ask the hotel to negate any room upgrade charge you agreed upon since they have now claimed the SNA. Good Luck!
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Old Nov 18, 20, 1:10 pm
  #2217  
 
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Does anyone know if SNAs can be transferred to someone else's account living in the same household?

My wife and I each have 5 SNAs each in our account and have a 7 night stay booked over the holidays. The reservation is booked using a 7-night travel package certificate prior to the March devaluation so splitting it into 2 reservations is not an option. I want to be able to move 2 SNAs from my account to my wife's in order to even request the upgrade.
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Old Nov 18, 20, 1:27 pm
  #2218  
 
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Originally Posted by crazyhorse View Post
I think you just got BONVOYed. The hotel will claim whatever reimbursement they get from Marriott and they get to charge you too. I'd walk over right now and ask the hotel to negate any room upgrade charge you agreed upon since they have now claimed the SNA. Good Luck!
I just called down to the front desk to ask them. They asked me if I applied the SNA after I checked in

After some discussion they are going to remove the upgrade charge.

Given the lack of guests at the hotel, these Bonvoy games make being a free agent a better proposition. In the parking lot for hotel guests, I just counted SIX cars and at this hotel most of the guests have cars Last night there were no more than a dozen cars in the parking lot. This hotel offers valet parking as part of the "DESTINATION FEE."

Fortunately, I am have LTP so I have choices.
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Old Nov 18, 20, 2:55 pm
  #2219  
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Originally Posted by crazyhorse View Post
Does anyone know if SNAs can be transferred to someone else's account living in the same household?

My wife and I each have 5 SNAs each in our account and have a 7 night stay booked over the holidays. The reservation is booked using a 7-night travel package certificate prior to the March devaluation so splitting it into 2 reservations is not an option. I want to be able to move 2 SNAs from my account to my wife's in order to even request the upgrade.
Sorry, can't be done. SNAs can only be applied to reservations made from your account and they are non-transferable.
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Old Nov 18, 20, 4:18 pm
  #2220  
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Originally Posted by crazyhorse View Post
I think you just got BONVOYed. The hotel will claim whatever reimbursement they get from Marriott
There is no reimbursement. That's a big part of the reason many properties game the SNA process.
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