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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 DOESNT 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 Jul 24, 18, 11:08 am
  #16  
 
Join Date: Oct 2008
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Originally Posted by UA-NYC View Post
I think I and others would have been OK with SNAs just allowing lounge access at RCs (possibly skipping the actual suite)

Won't be giving RCs any business...
agree, i will be going away from RC as well. Its just confusing to me if they are marketing it all as one unified program etc, etc, and they allow at other, arguably nicer brands, not sure why RCs are excluded on the whole. Perhaps specific properties or something, but not all across the board. just a disappointing outcome from the merger that doesn't seem logical.
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Old Aug 22, 18, 2:26 am
  #17  
 
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Originally Posted by Starwood Lurker View Post

No - not all hotels will participate. A list of non-participating brands and resorts will be available via the SNA terms and conditions in early August. Brands that will not participate at launch are: The Ritz-Carlton, Protea Hotels, Aloft, Element, Design Hotels, All-Suite Hotels, Marriott Vacation Club and participating Vistana properties. <added by Starwood Lurker 18May18>
Out of curioustiy, did this list ever get published? Im having a hard time finding it (based on searches from my phone). The only SNA terms I can find are on the old Starwood site.
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Old Aug 22, 18, 6:17 am
  #18  
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Originally Posted by laangelsfan View Post


Out of curioustiy, did this list ever get published? Im having a hard time finding it (based on searches from my phone). The only SNA terms I can find are on the old Starwood site.
Terms & Conditions 4.3.c.vi..A.12 (about 3/4 of the way down the page)
https://www.marriott.com/loyalty/terms/default.mi#elite

"Not all Participating Properties participate in Suite Night Awards. Suite Night Awards are not redeemable at the following brands: The Ritz-Carlton, Protea Hotels, Aloft, Element, Design HotelsTM, all-Suite Hotels, Marriott Executive Apartments, ExecuStay, Marriott Vacation Club, Marriott Grand Residence Club properties and participating Vistana properties. In addition, Suite Night Awards are not redeemable at select Participating Properties. Contact a Customer Engagement Center for individual Participating Property Suite Night Award participation."
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Old Aug 22, 18, 8:22 am
  #19  
 
Join Date: Feb 2005
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Posts: 217
Question Still possible to earn 10 SNAs by hitting 50 SPG nights after the merger?

Hi,
I just read that if combining accounts will put us above the 50 night threshold, we will not receive the gift of 5 SNAs then

But I am at 31 SPG nights so far and would be able to make 50 this year - if I do not merge my accounts before and then hit 50 SPG nights in SPG properties with my old SPG accoutns, will I still receive the 10 SNAs for hitting 50 SPG nights this year, or has this possibility ended at August 18th?

Thanks!
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Old Aug 22, 18, 8:47 am
  #20  
 
Join Date: Feb 2010
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I tried to apply mine to some Marriott stays and both agents said it's not possible yet, and they didn't have a timeline for when that option would be available.
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Old Aug 22, 18, 3:25 pm
  #21  
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Originally Posted by spgplat21 View Post
I tried to apply mine to some Marriott stays and both agents said it's not possible yet, and they didn't have a timeline for when that option would be available.
Same here, but I didn't speak to an agent. I first booked the Marriott Philly, and there was not even an option to apply the SNA. Then I booked the Sheraton Society Hill Philly for a stay in 2 1/2 weeks. What's interesting is that when booking legacy SPG properties, the booking engine/interface reverts back to the spg.com UI. So on that UI, I saw the option to request suite upgrade. it showed me the suite choices that would be requested for my SNA. Finally when I clicked the button to complete the request,I got a screen that said the suite night certificates are not available for reasons x, y, z.
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Old Aug 22, 18, 3:30 pm
  #22  
 
Join Date: Dec 2009
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Originally Posted by spgplat21 View Post
I tried to apply mine to some Marriott stays and both agents said it's not possible yet, and they didn't have a timeline for when that option would be available.
Hadn't noticed this thread previously or perhaps I would've just posted here instead of here. In essence, I'm now able to see my legacy SPG SNAs in my combined account, and ostensibly these can be applied to an upcoming legacy Marriott award stay. Thus far, though, clicking to confirm the upgrade request just takes me straight back to the starting point of the process. Several hours later, no sort of e-mail or visible change to my rez, so thus far just eye candy (and to my knowledge still no list of specific properties that will be excusing themselves from honoring these)...
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Old Aug 24, 18, 7:13 pm
  #23  
 
Join Date: Jan 2014
Posts: 616
Has anyone been able to apply a SNA to SPG reservations? On the site now and when I click to View/Modify the reservation and apply the SNA I dont have the option.
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Old Aug 24, 18, 8:40 pm
  #24  
 
Join Date: Sep 2012
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Originally Posted by longtimereader firstimeposter View Post
Has anyone been able to apply a SNA to SPG reservations? On the site now and when I click to View/Modify the reservation and apply the SNA I dont have the option.
I have the option. But it takes me to a login page that looks like the legacy SPG site. And when I try to login it says Please Contact A Customer Service Center. And yes I tried all the various login IDs and numbers
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Old Aug 25, 18, 1:39 am
  #25  
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Originally Posted by PHL View Post
Same here, but I didn't speak to an agent. I first booked the Marriott Philly, and there was not even an option to apply the SNA. Then I booked the Sheraton Society Hill Philly for a stay in 2 1/2 weeks. What's interesting is that when booking legacy SPG properties, the booking engine/interface reverts back to the spg.com UI. So on that UI, I saw the option to request suite upgrade. it showed me the suite choices that would be requested for my SNA. Finally when I clicked the button to complete the request,I got a screen that said the suite night certificates are not available for reasons x, y, z.
Does it just show you a list of suite categories or can you check the ones that you want for your SNAs? That's a big difference.
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Old Aug 25, 18, 3:32 am
  #26  
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Originally Posted by zap7 View Post
Hi,
I just read that if combining accounts will put us above the 50 night threshold, we will not receive the gift of 5 SNAs then

But I am at 31 SPG nights so far and would be able to make 50 this year - if I do not merge my accounts before and then hit 50 SPG nights in SPG properties with my old SPG accoutns, will I still receive the 10 SNAs for hitting 50 SPG nights this year, or has this possibility ended at August 18th?

Thanks!
No, the cut off for 10 SNAs for 50 legacy SPG nights was July 27. Now you will get 5 SNAs at 50 nights, and 5 more at 75 nights. Sorry
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Old Aug 25, 18, 5:19 am
  #27  
 
Join Date: Mar 2018
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Originally Posted by longtimereader firstimeposter View Post
Has anyone been able to apply a SNA to SPG reservations? On the site now and when I click to View/Modify the reservation and apply the SNA I dont have the option.
Yes, I booked a prepaid 5-night stay at the Maria Cristina last night and was able to apply the SNAs online. My account today still shows only 5 SNAs remaining from my original 10, so it looks like the request has gone through successfully.
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Old Aug 25, 18, 5:58 am
  #28  
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Originally Posted by HollyGlen View Post
Yes, I booked a prepaid 5-night stay at the Maria Cristina last night and was able to apply the SNAs online. My account today still shows only 5 SNAs remaining from my original 10, so it looks like the request has gone through successfully.
Enjoy, awesome property in a really cool town...mine went through for two nights in a huge two room suite this summer
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Old Aug 25, 18, 6:38 am
  #29  
 
Join Date: Sep 2000
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Use SNA at Atlantis?

My Atlantis booking says the generic SNA cannot be used message - I am wondering if that is the rule or if a system glitch. I booked it Friday for 3 nights before merger when it was 40k (now is 50k), my points were deducted, and the reservation says that I need to buy an e-certificate for 150k which is wrong.

It took me 45 minutes to get to someone who told me the reservation issue is due to the data merge and nothing to worry. I forgot to ask about SNA and dont want to sit on hold again.

Can anyone confirm if Atlantis will permit SNAs?
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Old Aug 25, 18, 7:14 am
  #30  
 
Join Date: Mar 2018
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Originally Posted by UA-NYC View Post
Enjoy, awesome property in a really cool town...mine went through for two nights in a huge two room suite this summer
Thanks, UA-NYC, I'm really looking forward to it!

I must admit I was a little disappointed with the SNA options, only a choice of a junior suite and the basic garden view suite. I know the post-merger T&Cs say standard suites only, but I had heard and read many anecdotes to the contrary.

But from the complaints here, I guess I should count myself lucky I was able to apply the SNAs at all!
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