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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 Aug 20, 19, 10:41 am   -   Wikipost
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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. 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.
  4. 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 POSSIBLE 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 2 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/
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Old Dec 1, 18, 2:26 pm
  #361  
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Originally Posted by damon88 View Post
Congrats- was there a reason you chose JW over the W? We had an awesome stay at the W one year ago this week.
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.)
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Old Dec 1, 18, 3:05 pm
  #362  
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Originally Posted by bhrubin View Post


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.)
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 😉
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Old Dec 1, 18, 9:50 pm
  #363  
 
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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.

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Old Dec 1, 18, 10:27 pm
  #364  
 
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Originally Posted by 3rdworldresident View Post
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.

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.
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Old Dec 1, 18, 11:25 pm
  #365  
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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.
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Old Dec 3, 18, 6:09 am
  #366  
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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.
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Old Dec 3, 18, 6:38 am
  #367  
 
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When I called last week for my booking that I cancelled, they said they can see the pending cancellation (?) and it should take 2-5 days...will call again this week if it doesn't return.
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Old Dec 3, 18, 1:23 pm
  #368  
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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.

Last edited by bhrubin; Dec 3, 18 at 1:33 pm
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Old Dec 3, 18, 3:59 pm
  #369  
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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.
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Old Dec 4, 18, 10:54 pm
  #370  
 
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Originally Posted by bgriff View Post


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!”
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.
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Old Dec 5, 18, 10:06 am
  #371  
 
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Originally Posted by Globex View Post
When I called last week for my booking that I cancelled, they said they can see the pending cancellation (?) and it should take 2-5 days...will call again this week if it doesn't return.
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!
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Old Dec 5, 18, 10:19 am
  #372  
 
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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!
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Old Dec 5, 18, 4:09 pm
  #373  
 
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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.
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Old Dec 5, 18, 4:18 pm
  #374  
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Originally Posted by longtimereader firstimeposter View Post
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.
This seems to be the case at more legacy Marriott properties than not. Perhaps it will get shaken out, or maybe it will just become up to customers to be smart enough not to waste SNAs that way.
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Old Dec 5, 18, 5:33 pm
  #375  
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Originally Posted by longtimereader firstimeposter View Post
Are properties really getting away with not having any suites available to use for SNAs?

If the property doesn't have a true suite or junior suite then one should not be able to apply SNAs.
Ah, no. I couldn’t disagree more.

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.
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