Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Marriott | Marriott Bonvoy
Reload this Page >

FAQ : Suite Night Awards - SNA - questions and discussion thread

Old Dec 19, 2018, 10:39 am
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: RedSun
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
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.

Print Wikipost

FAQ : Suite Night Awards - SNA - questions and discussion thread

Old Nov 27, 2018, 5:42 pm
  #346  
 
Join Date: Apr 2012
Location: YYZ
Programs: MR Plat
Posts: 383
Originally Posted by Ksw299
Do you still see the applied SNA's in your account? If not then it means they have been applied. You can always cancel the reservation and make a new one.
No, I'm at 2 suite nights now (from 5 before). Hmm.
Globex is offline  
Old Nov 27, 2018, 8:57 pm
  #347  
 
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
An interesting discussion. I have successfully used all or almost all SNA since SPG began offering them several years ago. Not always in my first choice ( although I knew that an 8 day request at the Moana Surfrider in February were as well as 8 nights at the St Regis Rome were long shots ). This year all 10 have been declined every single time I have tried to use them, so for the first time ever I have been unable to use any. That being said, one of the three hotels where they were declined upgraded me into the same category of suite without the SNA ( which used to happen with SPG too IME ). When I tried to apply them at a fourth after they were returned to my account I was unable to do so, although they upgraded me to a great Executive suite anyway.

Of the two that upgraded me without suites 1 was legacy SPG ( Sheraton Mirage Port Douglas Australia for 6 nights) , the other legacy Marriott (Surfer's Paradise Resort 3 nights). Of those that declined and didn't UG to a suite one was legacy Marriott ( 2 nights Brisbane) and the other a brand new Westin ( 2 nights also Brisbane). The Marriott UG to what was the best available room type, the Westin far from it ( but that's a whole different post).

Ironically, while I was originally concerned about the demise of the SNA ( as I typically stay 60 - 65 nights only and have no credit card options being Canadian) my experience this year leads me to believe that I might be just as well off without them moving forward.
Fizzer is offline  
Old Nov 27, 2018, 9:25 pm
  #348  
 
Join Date: Apr 2012
Location: YYZ
Programs: MR Plat
Posts: 383
Sorry - one last question. How long does it take to get the Suite Night Award credited back to the account after canceling a reservation where suite night awards were used but not confirmed yet?
Globex is offline  
Old Nov 27, 2018, 10:21 pm
  #349  
A FlyerTalk Posting Legend
 
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,299
So I've applied SNAs three times now, and each time they've cleared (W Singapore; twice Sheraton Waikiki). I ultimately wound up cancelling all three reservations for various reasons.

Originally Posted by Globex
Sorry - one last question. How long does it take to get the Suite Night Award credited back to the account after canceling a reservation where suite night awards were used but not confirmed yet?
In my experience (see above), it's immediate.
Kacee is offline  
Old Nov 28, 2018, 1:54 am
  #350  
 
Join Date: Feb 2008
Location: CAN, LAX, TPE
Programs: AA, AS, CI, DL, UA
Posts: 2,882
Originally Posted by Globex
Sorry - one last question. How long does it take to get the Suite Night Award credited back to the account after canceling a reservation where suite night awards were used but not confirmed yet?
Mine was not immediate. It ranged anywhere from 24 hours to 7 days. I started calling for them once they were not returned after 24 hours.
coolfish1103 is offline  
Old Nov 29, 2018, 12:40 am
  #351  
 
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,819
After the merger, has anyone received the 5 additional SNA at 75 nights? I reached 50 nights before merger and received a choice of 50n award. I exceed 75 nights four weeks ago but have not heard from Marriott on the additional 5 SNA..
PanAmWT is offline  
Old Nov 29, 2018, 2:54 am
  #352  
 
Join Date: Mar 2007
Location: S Cal
Programs: AA Lifetime Plat, United Silver, Marriott Plat, IHG Plat
Posts: 1,142
Same problem as PanAmWT. Made many phone calls over a 6 week period, but no resolution. Front line phone reps could not fix this. They created a problem case number, but that did not help. I also DM'd Marriott Rewards on Twitter, but that did not help either.

Somehow a 40K free night appeared in my account as my 75 night award, but I never made that choice. I wanted 5 SNAs.

I finally had to give it up because we were leaving on vacation. I'll try to use that 40K free night in the future.
GetawaysRus is offline  
Old Nov 29, 2018, 5:57 am
  #353  
Marriott 5+ Badge
 
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,043
Originally Posted by PanAmWT
After the merger, has anyone received the 5 additional SNA at 75 nights? I reached 50 nights before merger and received a choice of 50n award. I exceed 75 nights four weeks ago but have not heard from Marriott on the additional 5 SNA..
It is possible to select them but doubt youll hear from Marriott about it. They seem to be taking the Delta Choice Benefits philosophy of hopefully if we dont say anything theyll forget to choose one!
bgriff is offline  
Old Nov 29, 2018, 6:30 am
  #354  
 
Join Date: Feb 2011
Location: YYZ
Programs: AC, BA, Marriott, SPG
Posts: 840
I was Plat (50) at merger and selected 5 SNA. When I crossed 75, the next day the same weblink I used to pick original 5 SNA allowed me to select another 5.
kennycrudup and bhrubin like this.
seegs is offline  
Old Nov 29, 2018, 8:58 am
  #355  
A FlyerTalk Posting Legend
 
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,299
Originally Posted by PanAmWT
After the merger, has anyone received the 5 additional SNA at 75 nights? I reached 50 nights before merger and received a choice of 50n award. I exceed 75 nights four weeks ago but have not heard from Marriott on the additional 5 SNA..
Yes. Have you checked for the link on your account page? It took about 24 hours for mine to show up.
Kacee is offline  
Old Nov 29, 2018, 10:02 pm
  #356  
 
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,819
Originally Posted by GetawaysRus
Same problem as PanAmWT. Made many phone calls over a 6 week period, but no resolution. Front line phone reps could not fix this. They created a problem case number, but that did not help. I also DM'd Marriott Rewards on Twitter, but that did not help either.

Somehow a 40K free night appeared in my account as my 75 night award, but I never made that choice. I wanted 5 SNAs.

I finally had to give it up because we were leaving on vacation. I'll try to use that 40K free night in the future.
Originally Posted by bgriff


It is possible to select them but doubt you’ll hear from Marriott about it. They seem to be taking the Delta Choice Benefits philosophy of “hopefully if we don’t say anything they’ll forget to choose one!”
Originally Posted by seegs
I was Plat (50) at merger and selected 5 SNA. When I crossed 75, the next day the same weblink I used to pick original 5 SNA allowed me to select another 5.
Originally Posted by Kacee
Yes. Have you checked for the link on your account page? It took about 24 hours for mine to show up.
Thanks. I went to my account page, it is not obvious, have to go to the bottom and hit the PPE benefit and then buried there is the link. I was surprised that I can pick a second free night (having picked a free night at 50n). Since my luck of using the SNA has not been that good - most suites I got were at check in and not SNA-caused, I was hesitating and wonder whether I should pick another free night. I finally came back to the 5 SNA thinking that 5 is better than the 10 SNA that I never was able to use completely. After I confirm my choice, the site return the following:

I then got an email that confirmed that I have chosen 5 nights SNA. However, when looking at my activity page, all I have are the 5 old TP certs, and History showed that I have nothing in 2018. So my account does not have the 5 SNA, while an email says that I have chosen them.
PanAmWT is offline  
Old Nov 30, 2018, 9:47 am
  #357  
 
Join Date: Dec 2007
Location: Canada
Posts: 1,498
Sorry, I'm sure it is in this thread somewhere.........My booking says to click "view-edit" on the reservation to use my SNA. I do that and no options come up to use it.

Do I literally have to call MAR to request an SNA on my reservation?
Bravada04 is offline  
Old Nov 30, 2018, 9:51 am
  #358  
FlyerTalk Evangelist
 
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,141
I've also passed the 75nts and don't see anything to make an additional benefit choice.

Not that it matters... I've tried using SNAs at various full service Marriott hotels, only to get the " Suite Night Awards cannot be used for this reservation. " despite the hotel showing suites are available for nightly paid rates. Attempts to contact Marriott 'customer service' were useless.
rylan is offline  
Old Dec 1, 2018, 1:24 pm
  #359  
Suspended
Marriott 25+ BadgeAman Contributor Badge
 
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
My SNA at the JW Marriott Austin cleared today to the Executive King Corner Suite, precisely 5 days prior to my arrival. The system worked perfectly and to good result.

This also will be my very first JW Marriott stay. Looking forward to evaluating the brand.
bhrubin is offline  
Old Dec 1, 2018, 2:22 pm
  #360  
SPG 5+ Badge
 
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Originally Posted by bhrubin
My SNA at the JW Marriott Austin cleared today to the Executive King Corner Suite, precisely 5 days prior to my arrival. The system worked perfectly and to good result.

This also will be my very first JW Marriott stay. Looking forward to evaluating the brand.

Congrats- was there a reason you chose JW over the W? We had an awesome stay at the W one year ago this week.
bhrubin likes this.
damon88 is offline  

Thread Tools
Search this Thread

Contact Us - Manage Preferences - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service -

This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2024 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.