Dec 19, 2018, 10:39 am
Last edit by: RedSun
IF YOU HAVE A PREPAID RATE, PLEASE READ THIS WIKI!
Recommended SNA Best Practices:
- 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.
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.- 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.
- 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
- 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.
- 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
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.
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.
FAQ : Suite Night Awards - SNA - questions and discussion thread
Dec 1, 2018, 2:26 pm
#361
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I’m only there a night, and some had suggested the JW Executive Suite was a better upgrade than the W suites available via SNA. Also, it will be my first JW stay. I figured it was worth the shot. (The JW also was marginally less expensive.)
Dec 1, 2018, 3:05 pm
#362
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
I am curious to hear your impressions of the JW. The W upgraded us one up from our assigned Suite. Of course it was my birthday and as you know, I have a special (eponymous) connection with the hotel 😉
Dec 1, 2018, 9:50 pm
#363
Join Date: Oct 2011
Location: BKK
Programs: World of Hyatt Globalist; Marriott Bonvoy LTP; IHG Plat
Posts: 2,231
My unused SNAs have never returned to my account after cancelling those bookings it were applied.
Dear lurkers,
could you help me, please? Some of those will be expired by the end of this year so i need them back asap.
Dear lurkers,
could you help me, please? Some of those will be expired by the end of this year so i need them back asap.
Dec 1, 2018, 10:27 pm
#364
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,822
i still have 4 SNA not cleared in September at Four Point Auckland that have not returned to me. I called multiple times, with agents sending email to a special SNA center requesting refund, but nothing happened. I missed two opportunities to use them since then.
Dec 1, 2018, 11:25 pm
#365
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
I have yet to find a use for my SNAs. I have 8 left, and will probably let them expire unused. Out of ~100 SPG nights, not sure how this happened. I guess I forget them to apply them most of the time?
I did manage to have 2 clear at the W Bogota, which was enjoyable though not entirely necessary given I was staying alone.
I did manage to have 2 clear at the W Bogota, which was enjoyable though not entirely necessary given I was staying alone.
Dec 3, 2018, 6:09 am
#366
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,186
Glad to hear the system works for a few people. Sounds like it there are any issues however, then it will not get resolved due to the horrid customer service that Marriott has now.
Dec 3, 2018, 1:23 pm
#368
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Twice in the same week, I have had SNA success.
I’d only a few days ago posted of my SNA success to an Executive King Corner Suite at the JW Marriott Austin, precisely 5 days prior to my arrival (on this Thursday).
Today, 4 days prior to my arrival, I just received email and app notification notice of my SNA success to an Astor Suite at the St Regis Houston for the weekend. (Only yesterday, 5 days in advance of the stay, I had received an email indicating my SNA process had begun but that there was no upgrade to be had as of yet.)
This despite the fact that the St Regis Houston is sold out, according to Marriott.com. Pretty impressive I’d say. Possibly benefitting also from my Ambassdor status that some mistakenly believe has little value.
I’d only a few days ago posted of my SNA success to an Executive King Corner Suite at the JW Marriott Austin, precisely 5 days prior to my arrival (on this Thursday).
Today, 4 days prior to my arrival, I just received email and app notification notice of my SNA success to an Astor Suite at the St Regis Houston for the weekend. (Only yesterday, 5 days in advance of the stay, I had received an email indicating my SNA process had begun but that there was no upgrade to be had as of yet.)
This despite the fact that the St Regis Houston is sold out, according to Marriott.com. Pretty impressive I’d say. Possibly benefitting also from my Ambassdor status that some mistakenly believe has little value.
Last edited by bhrubin; Dec 3, 2018 at 1:33 pm
Dec 3, 2018, 3:59 pm
#369
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,717
The ability to add SNA’s appears to have been removed from my account again. Back to going via the Ambassador again, but it looks like the hack might be keeping him a bit busy. Either that or the email system has dropped out again.
Dec 4, 2018, 10:54 pm
#370
Join Date: Jul 2015
Location: LGB
Programs: AA Platinum Pro, Marriott Platinum, Hyatt Discoverist
Posts: 241
According to the T&Cs, if you do not select by Jan 14th, you will automatically receive the 5 SNAs. This is in the section for the Plat (50N) choice section (4.3.c.vi), and the Plat Premier (75N) choice refers back to this.
Dec 5, 2018, 10:06 am
#371
Join Date: Apr 2012
Location: YYZ
Programs: MR Plat
Posts: 383
Just providing an update, still didn't see the SNAs in my account today and called in to the SPG line. Reached someone that was somehow able to push the suite night awards back into my account (even though my account still says two). I was able to rebook my stay and apply the Suite Night Awards, and now I see the upgrade request on my reservation when I click on View/Modify that I wasn't able to before with my other request that got a website error. Thanks for the help!
Dec 5, 2018, 10:19 am
#372
Join Date: Dec 2007
Location: Canada
Posts: 1,511
Still don't have the option to use SNA's from the website on my reservations. I just called customer service and said this is a "fiasco" 
. She looked up the hotel and said that all suites are sold out - I said no they are not I can book 2 different suites as we speak. She said she will email the hotel and ask them to maybe give me a better room if possible.
I am actually fine with my room - only there for one night as a staycation to get my 50 night. It just keep's coming down to the principle when nothing is working!
. She looked up the hotel and said that all suites are sold out - I said no they are not I can book 2 different suites as we speak. She said she will email the hotel and ask them to maybe give me a better room if possible.I am actually fine with my room - only there for one night as a staycation to get my 50 night. It just keep's coming down to the principle when nothing is working!
Dec 5, 2018, 4:09 pm
#373
Join Date: Jan 2014
Posts: 687
Are properties really getting away with not having any suites available to use for SNAs?
I looked at Marriott property and their options were for "Premium High Floor" rooms aka a basic room but on the top floor. If the property doesn't have a true suite or junior suite then one should not be able to apply SNAs.
I looked at Marriott property and their options were for "Premium High Floor" rooms aka a basic room but on the top floor. If the property doesn't have a true suite or junior suite then one should not be able to apply SNAs.
Dec 5, 2018, 4:18 pm
#374
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
Are properties really getting away with not having any suites available to use for SNAs?
I looked at Marriott property and their options were for "Premium High Floor" rooms aka a basic room but on the top floor. If the property doesn't have a true suite or junior suite then one should not be able to apply SNAs.
I looked at Marriott property and their options were for "Premium High Floor" rooms aka a basic room but on the top floor. If the property doesn't have a true suite or junior suite then one should not be able to apply SNAs.
Dec 5, 2018, 5:33 pm
#375
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
First, many hotels have very few suites. If a hotel has only a few suites, no hotel is going to make those few eligible for Platinum complimentary suite upgrade or SNAs. Nor should they. Hotels want to try to sell them or have the discretion to do with those as they like. Unfortunately, most Marriott branded hotels are in this category: Marriott, Courtyard, Renaissance, and even some JW Marriott.
SNAs arose from Starwood, which had more hotel brands with higher proportions of suites. Even then, most Sheratons, Westins, Le Meriidens, and Four Points don’t have many suites. But Starwood also had St Regis, Luxury Collection, and W brand hotels—and plenty of them—that have much higher proportions of suites. So do many Sheraton and Westin resort properties. Marriott incorporating SNAs for its many brands is a positive...but unfortunately it isn’t as positive as some would like because most Marriott brands just aren’t built with many suites. If Marriott had included Ritz-Carlton, it would have helped...but it didn’t.
Second, if a property doesn’t have a junior suite or proper suite or many of them, it can make its nicest regular rooms eligible for those SNAs if it so chooses.
Just because you (or I) don’t want to waste SNAs on those room types doesn’t mean someone else might won’t want to do so. So having the option and not using it is still better and preferable than not having the option in the first place.