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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
Wiki Link
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 May 26, 22, 12:42 am
  #3421  
 
Join Date: Nov 2010
Location: KSA
Programs: Marriott Titanium, Skywards Gold
Posts: 3,439
Originally Posted by zemb View Post
I have an upcoming reservation for 13 nights at the St Regis Mauritius for September this year - it is a BRG rates in case that makes any difference.

Currently I have 13 SNAs in my account: 8 of them expire June 30 and 5 on December 31.

On the website I can not apply the SNAs for my reservation in September (which makes sense), but on the app I would be able to do so. Do you think it’s worth trying? I don’t want to risk any change in rate for the BRG rate. The T&Cs for the BRG say:

“Please be aware, any modifications made to your reservation are not allowed and will invalidate this approval”
Definitely go for it. Nothing will change in your BRG rate. Keep in mind that the hotel is not a STR anymore, it's a JW Marriot.
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Old May 26, 22, 2:46 am
  #3422  
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Originally Posted by zemb View Post
I have an upcoming reservation for 13 nights at the St Regis Mauritius for September this year - it is a BRG rates in case that makes any difference.

Currently I have 13 SNAs in my account: 8 of them expire June 30 and 5 on December 31.

On the website I can not apply the SNAs for my reservation in September (which makes sense), but on the app I would be able to do so. Do you think it’s worth trying? I don’t want to risk any change in rate for the BRG rate. The T&Cs for the BRG say:

“Please be aware, any modifications made to your reservation are not allowed and will invalidate this approval”
I have applied SNAs to BRG stays more times than I can remember. I've never had a problem with the rate changing.
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Old May 26, 22, 9:33 am
  #3423  
 
Join Date: Aug 2005
Location: DFW
Programs: Marriott Life Titanium, Hilton Diamond, United Silver, DL, IHG Plat, etc.
Posts: 2,880
A happy report pleasantly surprised to see SNAs clear at 5 days before the stay on each for two congruent stays - one at a Residence Inn near the airport (got a two bedroom upgrade from a 1 bdrm) and at the Swan Reserve (reg room to the EPCOT view Suite.)
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Old May 27, 22, 10:37 pm
  #3424  
 
Join Date: Jun 2013
Posts: 295
Originally Posted by PumpkinSmasher View Post
I have a question that I didn't see in the wiki. Maybe it's been asked/answered by a preliminary search didn't bring up this scenario.

I've booked a room for the St. Regis in NYC for Saturday. The SNA option right now is only available for the Grande Luxe (they used to make available the deluxe king suite as an option too, but not anymore (at least this Saturday). It's not an inspiring upgrade, but I have a ton of SNAs and a few that expire next month so I guess it's better than nothing if it clears.

My question is though...do hotels upgrade plat members beyond the SNA if it clears? I'm not expecting anything crazy but I have certainly read of upgrades at the St. Regis to several of the suite options. I know in many cases it's just been by platinum status and not SNAs. Or put differently, does using an SNA jeopardize my chances of receiving an upgrade to a higher room type if it clears? Or does it not have an impact or matter?
An update on this for those who are curious.

My SNA did clear for the Grande Luxe room (which was really just a deluxe room) at the STR NYC and the hotel DID upgrade me on top of that to a 1BR Suite. I did have to wait until 6:30p for the room which wasn't ideal, but they did honor the 4p checkout the next day no problem.

What was interesting was the hotel was completely booked out the day before so I thought there was no chance of me receiving a further upgrade. I wonder if they made a judgment call that they had a better chance of selling my room than the suite so they killed two birds with one stone? I have no idea, but I was pleasantly surprised either way.
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Old May 28, 22, 6:52 am
  #3425  
 
Join Date: Nov 2010
Location: zurich
Programs: Miles&Smiles Gold
Posts: 476
JW Marriott Rio de Janeiro.
SNA accepted for a 10nights stay.

Upgrad to suite with beach view.
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Old May 28, 22, 6:27 pm
  #3426  
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Some data point: I had SNAs clear at around the 4 day mark at 2 different Doha properties recently: the JWM Marquis City Centre and the STR. The latter upgraded me to their highest category 2-BR suite which was a bit excessive though certainly appreciated.
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Old May 30, 22, 12:11 pm
  #3427  
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Originally Posted by rucksack View Post
I went to check on a pending SNA request within 5 days of check-in and it was still listed as pending. I noticed, though, that my room had actually already been upgraded to a suite. The next day (still 4 days out) my request was rejected. It seems to me like the hotel manually upgraded me?
definitely had this happen before as well. Very nice double-dip
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Old May 31, 22, 4:25 am
  #3428  
 
Join Date: Dec 2020
Posts: 120
Hello,

I have used SNA's for the first time on an up coming reservation.
My question is simple, how is the 5th day calculated.

I have a booking for next monday (6th of june).
So could the SNA's clear tomorrow or on Thursday?

thanks!
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Old May 31, 22, 5:45 am
  #3429  
 
Join Date: Dec 2014
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Originally Posted by hdejongh View Post
Hello,

I have used SNA's for the first time on an up coming reservation.
My question is simple, how is the 5th day calculated.

I have a booking for next monday (6th of june).
So could the SNA's clear tomorrow or on Thursday?

thanks!
It's 2pm hotel time 5 days prior to arrival. So your SNA would clear Jun 1 at 2pm hotel time, if available.
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Old May 31, 22, 6:56 am
  #3430  
 
Join Date: Nov 2010
Location: KSA
Programs: Marriott Titanium, Skywards Gold
Posts: 3,439
Originally Posted by rucksack View Post
It's 2pm hotel time 5 days prior to arrival. So your SNA would clear Jun 1 at 2pm hotel time, if available.
Not necessarily. I had SNA's approved for a hotel in London 2 months ago at around 1 am 5 days out.
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Old May 31, 22, 5:00 pm
  #3431  
 
Join Date: Feb 2020
Location: USA
Programs: Marriott Bonvoy Ambassador Elite, World of Hyatt Globalist, AAdvantage Gold, United Premier Silver
Posts: 1,555
Available inventory and SNA inventory definitely don't match!

I just had SNAs at the Douglas clear 1 hour after the request for a stay 5 days out while the hotel was only showing two presidential suites available online.
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Old May 31, 22, 7:41 pm
  #3432  
 
Join Date: Mar 2019
Posts: 25
anyone had any luck extending suite night awards?
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Old Jun 1, 22, 4:25 am
  #3433  
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Originally Posted by ElevatorEnthusiast View Post
Available inventory and SNA inventory definitely don't match!

I just had SNAs at the Douglas clear 1 hour after the request for a stay 5 days out while the hotel was only showing two presidential suites available online.
See the quote from William in the wiki (in red).
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Old Jun 1, 22, 7:18 am
  #3434  
 
Join Date: Feb 2020
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Originally Posted by margarita girl View Post
See the quote from William in the wiki (in red).
Oh, yes, I remember that quote - still, I never thought it would work in my favor :-)
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Old Jun 1, 22, 8:01 am
  #3435  
 
Join Date: Feb 2012
Location: ICT
Programs: MR LT Titanium, UA Gold
Posts: 7
Originally Posted by Tokaitalbo View Post
anyone had any luck extending suite night awards?
No luck. This is what I was told last week:

Thank you for contacting Marriott Bonvoy™ Customer Care. It is my pleasure to assist you today. By December, Members who have Suite Night Awards previously set to expire on December 31, 2021, will see their Suite Night Awards expiration extended to June 30, 2022. No further extensions will be offered.
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