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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
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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 Jun 22, 22, 10:42 am
  #3511  
 
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Ambassador Elite, Hilton Diamond, IHG Platinum
Posts: 1,051
Just as a follow up to my previously described woes - the hotel agreed in the end to honour the upgrade to a cool corner suite and also offered to refund my SNAs. The ambassador team didn’t seem to be interested in fighting my corner at all but said they were sad for me and would I like 20k points? This seems to be their approach to all things, but I’d honestly rather have reliably good service than compo points. The lurkers did reply fairly quickly to say they could see the hotel and ambassador service had emailed me.

The SNAs haven’t appeared back in my account yet, so I’m sure it will be enjoyable to chase that up later. I’m a little fed up of being randomly Bonvoyed this year! I think this whole experience just goes to show that SNAs aren’t special and elite benefits are only as strong as the hotel wants them to be, so be prepared to fight your corner.
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Old Jun 22, 22, 12:23 pm
  #3512  
 
Join Date: Nov 2013
Location: BWI
Programs: Marriott Lifetime Titanium, WN A+/CP, Hertz PC
Posts: 521
If you're waiting for an SNA to come through, does it make sense to check-in or not check-in ahead of time when the window opens up 2 days in advance? I don't see a point to checking in on the app 2 days before arrival but maybe it would help in the SNA area?
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Old Jun 22, 22, 1:01 pm
  #3513  
 
Join Date: Aug 2007
Programs: DL DM
Posts: 913
Originally Posted by yerffej201 View Post
I have SNA that expire Jun 30. Has anyone been able to get them extended?
Originally Posted by cfischer View Post
there are no reports of such. Given they extended them multiple times already this actually seems fair.
Does the Jun 30 deadline mean the last night that it would valid for is Jun 30 with a Jul 1 check out? Or is it that your SNA needs to have cleared by Jun 30 so you could theoretically end up using it for a Jul 1 or Jul 2 stay, for example?
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Old Jun 22, 22, 2:07 pm
  #3514  
 
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,047
Suite Night Awards seemed like a nice addition to Marriott's loyalty program in 2018, especially for vacation travel. I had good success with SNAs in Spain in 2019.

SNAs should provide a reason to strive for 50 nights and then 75 nights each year, even for someone like me with Lifetime Titanium Elite status.

However, there's one thing seriously broken with SNAs — they expire through no fault of the elite member.

SNAs are unpredictable. That's understandable. It wouldn't be so bad if SNAs did not expire. I would tell myself, "Oh well, I can try again and again until I'm eventually successful."

Instead, when an SNA fails to clear and then expires, Marriott Bonvoy is essentially telling elite members, "Ha, ha. You thought we were rewarding your loyalty with something of real value. Not only are we failing to upgrade you — again — we're now taking away your SNAs. Sucker!"

On a 22-night UK trip last month, I had hoped to use most of the 17 SNAs in my account. I was able to use three SNAs. At two hotels (2 nights at a Marriott and 1 night at a Tribute Portfolio), the SNA process upgraded us from a queen bed room to a king bed room, but not to a suite (but that was better than nothing). I now have 4 SNAs expiring at the end of this month and 10 SNAs expiring at the end of the year.

Marriott Bonvoy could fix this in several ways. The most obvious way is to change the program so that SNAs never expire. Another way, would be for them to take a long time to expire, such as 5 years. A third way would be that if an SNA fails to clear, it would automatically be extended by at least 12 months.

In case someone at Marriott reads this, please give us reasons to love Marriott Bonvoy, not reasons to to be angry at Marriott Bonvoy. (The former seems like much better business.)

Last edited by Horace; Jun 27, 22 at 7:51 am
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Old Jun 22, 22, 2:23 pm
  #3515  
 
Join Date: Nov 2010
Location: KSA
Programs: Marriott Titanium, Skywards Gold
Posts: 3,439
Originally Posted by Horace View Post
Suite Night Awards seemed like a nice addition to Marriott's loyalty program in 2018, especially for vacation travel. I had good success with SNAs in Spain in 2019.

SNAs should provide a reason to strive for 50 nights and then 75 nights each year, even for someone like me with Lifetime Titanium Elite status.

However, there's one thing seriously broken with SNAs — they expire through no fault of the elite member.

SNAs are unpredictable. That's understandable. It wouldn't be so bad if SNAs did not expire. It would tell myself, "Oh well, I can try again and again until I'm eventually successful."

Instead, when an SNA fails to clear and then expires, Marriott Bonvoy is essentially telling elite members, "Ha, ha. You thought we were rewarding your loyalty with something of real value. Not only are we failing to upgrade you — again — we're now taking away your SNAs. Sucker!"

On 22-night UK trip last month, I had hoped to use most of the 17 SNAs in my account. I was able to use three SNAs. At two hotels (2 nights at a Marriott and 1 night at a Tribute Portfolio), the SNA process upgraded us from a queen bed room to a king bed room, but not to a suite (but that was better than nothing). I now have 4 SNAs expiring at the end of this month and 10 SNAs expiring at the end of the year.

Marriott Bonvoy could fix this in several ways. The most obvious way is to change the program so that SNAs never expire. Another way, would be for them to take a long time to expire, such as 5 years. A third way would be that if an SNA fails to clear, it would automatically be extended by at least 12 months.

In case someone at Marriott reads this, please give us reasons to love Marriott Bonvoy, not reasons to to be angry at Marriott Bonvoy. (The former seems like much business.)
I am an Accor Diamond member and recently used 7 of their version of SNA's for an upcoming trip. What they do is that they have to book the highest catagory room to book the suite for you. And yes, that would be confirmed during the booking process even of its months out.
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Old Jun 22, 22, 8:20 pm
  #3516  
 
Join Date: Dec 2014
Programs: AA PPRO, AS 75K, Hyatt Globalist, Marriott Titanium
Posts: 1,593
Originally Posted by Horace View Post
Marriott Bonvoy could fix this in several ways. The most obvious way is to change the program so that SNAs never expire. Another way, would be for them to take a long time to expire, such as 5 years. A third way would be that if an SNA fails to clear, it would automatically be extended by at least 12 months.
While we're coming up with wishlist items for how Marriott could fix SNAs, how about these?
  • Allow SNAs to be confirmed at the time of booking, like Hyatt
  • Or, at least allow guests to use 2x SNAs to confirm upgrade at time of booking
  • Require hotels to allow all suite types for SNA upgrades
  • Require hotels to make all unsold suites available for upgrades to clear
  • Allow guests to convert 5 unused SNAs to 1 FNA
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Old Jun 22, 22, 9:16 pm
  #3517  
 
Join Date: Aug 2011
Location: Austin
Programs: AA Platinum 4MM; Marriott Titanium; Hyatt Discoverist; Hilton Diamond
Posts: 298
Originally Posted by cre95 View Post
Does the Jun 30 deadline mean the last night that it would valid for is Jun 30 with a Jul 1 check out? Or is it that your SNA needs to have cleared by Jun 30 so you could theoretically end up using it for a Jul 1 or Jul 2 stay, for example?
The former. I just applied two to a 2-night stay from 29 June - 1 July, using both certificates that expire June 30 and SNAs that expire June 30.

So, the last night they are usable has to be for a check-in on 30 June.

--woodstock
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Old Jun 23, 22, 7:02 am
  #3518  
 
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime TITANIUM, Delta Skymiles
Posts: 587
Originally Posted by Radiation Station View Post
Just as a follow up to my previously described woes - the hotel agreed in the end to honour the upgrade to a cool corner suite and also offered to refund my SNAs. The ambassador team didn’t seem to be interested in fighting my corner at all but said they were sad for me and would I like 20k points? This seems to be their approach to all things, but I’d honestly rather have reliably good service than compo points. The lurkers did reply fairly quickly to say they could see the hotel and ambassador service had emailed me.

The SNAs haven’t appeared back in my account yet, so I’m sure it will be enjoyable to chase that up later. I’m a little fed up of being randomly Bonvoyed this year! I think this whole experience just goes to show that SNAs aren’t special and elite benefits are only as strong as the hotel wants them to be, so be prepared to fight your corner.
You got the exact same resolution I got with the W Union Square a few months ago. I guess the hotels take a shot, but if the guest pushes back (and has some status?) they relent. Giving back the SNA is no big deal, they are very difficult to use anyway, I have several that are going to expire at the end of this month.

I hate that we have to fight tooth and nail to get the benefits Marriott touts. The SNA program might be the worst "benefit" Marriott has ever introduced.
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Old Jun 23, 22, 7:23 am
  #3519  
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Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Gold, Marriott Titanium. Life: UA 540K mi., United & Admirals Clubs, Marr. Gold
Posts: 12,432
I have been a member of the Marriott frequent guest program for over two decades, and not once have I requested Suite Night Awards (SNA) as my Annual Choice Benefit (ACB).

Beaucoup Bonvy!
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Old Jun 23, 22, 8:46 am
  #3520  
 
Join Date: Nov 2010
Location: KSA
Programs: Marriott Titanium, Skywards Gold
Posts: 3,439
Good news and bad news for me.

Good news is 5 SNA's were confirmed for an upcoming stay in London's Park Tower. Bad news is that it used 5 SNA's that are ending in Dec, where I have 1 that is ending in a few days time.

Think this is easy to fix right, not really. Contacted CS who said you need to send an email (after explaining the problem for a while). Then I sent an email to the lurkers who asked to call CS , I replied that I did and called CS back again as well who opened a case file (after explaining the problem for a while as well.

I started the conversation by saying I have a minor issue, but it seems it is very complex.
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Old Jun 23, 22, 3:36 pm
  #3521  
 
Join Date: Mar 2005
Location: YVR
Programs: AC 75k, HH Gold, Marriott Titanium, National EE, Sixt Platinum, Hertz PC
Posts: 1,651
I have an interesting situation. Similar to posts above.

Submitted a SNA for only one choice at W Mexico City - Marvelous bi-level suite. Received an email that it was accepted and my reservation showed that suite as the room. Next time I check the reservation it has been changed to the 2nd in the choice list - Fantastic 1 bedroom suite. I did not select this as a choice What are my options here?

Another thing.. Staying 2 nights with 2 separate reservations (package for 1 night, standard rate for the other) .. the SNA for my 2nd night was just accepted and as of right now, it's what I chose - the bi-level suite.

Ron.

Last edited by newfbc; Jun 23, 22 at 4:31 pm
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Old Jun 23, 22, 4:50 pm
  #3522  
 
Join Date: Dec 2014
Programs: AA PPRO, AS 75K, Hyatt Globalist, Marriott Titanium
Posts: 1,593
Originally Posted by newfbc View Post
I have an interesting situation. Similar to posts above.

Submitted a SNA for only one choice at W Mexico City - Marvelous bi-level suite. Received an email that it was accepted and my reservation showed that suite as the room. Next time I check the reservation it has been changed to the 2nd in the choice list - Fantastic 1 bedroom suite. I did not select this as a choice What are my options here?

Another thing.. Staying 2 nights with 2 separate reservations (package for 1 night, standard rate for the other) .. the SNA for my 2nd night was just accepted and as of right now, it's what I chose - the bi-level suite.

Ron.
You're entitled to the room you were confirmed in, the marvelous bi-level suite. The easiest way to get this resolved is directly with the hotel, but sometimes contacting Marriott can help put some pressure on the hotel to fix it. If the hotel pushes back, insist that you were confirmed in the marvelous bi-level suite and they are obligated to provide that to you. If they aren't able to accommodate, insist they return your SNA. If they don't, Marriott should be able to reissue the SNA, but expect this to be a hassle.

It's unfortunate that a feature of then Bonvoy program that's supposed to reward members for their loyalty ends up being an absolute headache.
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Old Jun 23, 22, 8:40 pm
  #3523  
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Join Date: Jun 2007
Location: Toronto vicinity
Programs: UA 1K, AC MM E75, Marriott LT Titanium, Hilton Diamond
Posts: 14,565
Originally Posted by SPN Lifer View Post
I have been a member of the Marriott frequent guest program for over two decades, and not once have I requested Suite Night Awards (SNA) as my Annual Choice Benefit (ACB).

Beaucoup Bonvy!
1) SNAs were only introduced at Marriott properties in 2018.
2) Didn’t you say you avoided all aspirational properties in another post? If that’s the case, I wouldn’t bother with SNAs either.
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Old Jun 24, 22, 5:44 am
  #3524  
 
Join Date: Nov 2013
Location: BWI
Programs: Marriott Lifetime Titanium, WN A+/CP, Hertz PC
Posts: 521
Originally Posted by Marko123 View Post
If you're waiting for an SNA to come through, does it make sense to check-in or not check-in ahead of time when the window opens up 2 days in advance? I don't see a point to checking in on the app 2 days before arrival but maybe it would help in the SNA area?
Well I got an alert last night saying unfortunately my SNA request cannot be fulfilled. I understand there are no guarantees but these are set to expire on 6/30 so that is disappointing. From what I've read on here there's no use in trying to get them extended. The 2nd half of my trip is at a Hyatt property. Other than free breakfast, I'm beginning to wonder what my loyalty to Marriott gets me.

Funny thing is the end of the note said upgrades may still be available upon check-in for platinum, titanium, etc.
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Old Jun 24, 22, 6:36 am
  #3525  
 
Join Date: Jan 2005
Posts: 899
I booked a reservation months ago and applied 3 SNAs. The rate for the hotel has now dropped and I think I should rebook.
However, are granting of SNAs prioritized over who requested first? In other words if I rebook, will I drop to the back of the line?
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