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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 May 29, 19, 11:44 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 26, 18, 1:43 pm
  #541  
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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.
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Old Dec 26, 18, 2:10 pm
  #542  
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I would consider that an involuntary downgrade and ask for serious compensation. In fact, this recently happened to me and I did get the presidential suite next day + 50k points — though I had to press the issue and get my ambassador involved.
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Old Dec 26, 18, 8:31 pm
  #543  
 
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Thanks for the perspective and glad that it worked out for you and an extra 50K points too. It’s just that this has been the first decent vacation for the family after a long year so I don’t want to spend it fighting with the front desk.

The SNAs don’t expire until 12/2019 so I could certainly use them again on a future trip if I get them back. No ambassador for me so I guess the best person to push this with would be Marriott’s customer care? The last time I called for something I think I was on hold for over an hour so definitely not looking forward to the call.

I’ll make the call when I get back to the US.
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Old Dec 27, 18, 10:56 pm
  #544  
 
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Originally Posted by mingzie View Post
Can't be used on prepaid reservations, enough said. All the hotels I've checked prepaid rates are $100 cheaper. I've noticed a lot of hotels have changed to do this.

This is absolute hogwash and makes chasing nights worthless. Make things right Marriott and allow SNA to be used on prepaid stays. Saying it is not possible with IT is a lie as the original SNA system for Starwood allowed it.
I find this absolutely ridiculous. Was not able to apply the SNA for the exact same reasons. Is this even stated in the T&Cs?
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Old Dec 28, 18, 4:52 am
  #545  
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Originally Posted by Jerrremy View Post
I find this absolutely ridiculous. Was not able to apply the SNA for the exact same reasons. Is this even stated in the T&Cs?
​​​​​​
No. It’s an IT issue. Welcome to Marriott.
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Old Dec 28, 18, 8:15 am
  #546  
 
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If it makes you feel any better, I can’t get my uncleared SNAs back until after my current 10 day reservation is finished. Then I’ll have to wait for the system to put them back in my queue which means I can’t apply them to my reservation for next week. I have my fingers crossed that I’ll get an upgrade next week without the SNAs. These IT issues have made these SNAs useless in my scenario. And waiting 3 to 5 business days to get them back is crazy.
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Old Dec 28, 18, 12:58 pm
  #547  
 
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Originally Posted by Crisphoarder View Post
If it makes you feel any better, I can’t get my uncleared SNAs back until after my current 10 day reservation is finished. Then I’ll have to wait for the system to put them back in my queue which means I can’t apply them to my reservation for next week. I have my fingers crossed that I’ll get an upgrade next week without the SNAs. These IT issues have made these SNAs useless in my scenario. And waiting 3 to 5 business days to get them back is crazy.
I have not been able to get my 4 SNA returned for an unsuccessful application for Auckland Four Point back in September 2018. Not after multiple calls and emails, and I missed two opportunities to apply them since. Now they are expiring. I wonder if there is any use to pursue the return with the hope that Marriott will extend the 12/31/18 expiration date, if they are ever returned to my account.
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Old Dec 28, 18, 6:13 pm
  #548  
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Originally Posted by PanAmWT View Post
I have not been able to get my 4 SNA returned for an unsuccessful application for Auckland Four Point back in September 2018. Not after multiple calls and emails, and I missed two opportunities to apply them since. Now they are expiring. I wonder if there is any use to pursue the return with the hope that Marriott will extend the 12/31/18 expiration date, if they are ever returned to my account.
If you don't have the SNAs in your account to begin with, there is no way for MPG to extend their life. Although it's been rare, there is a chance will do what is right and grant exceptions (i.e. LTPP for other than just MR LTPs). Hoping the SNAs will be returned and extended without doing anything is a long shot.
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Old Dec 28, 18, 10:55 pm
  #549  
 
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Can't Use Suite Night Awards

I have several upcoming reservations at various chains and for whatever reason none of them give me the option of using suite night awards. I have enough available night to apply to any of these reservations so I am confused why it is not an option anywhere. In the past hotels where upgrades were not available (i.e., Aloft) would say something like "Suite Night Awards Can't Be Applied" but this doesn't even show that.

I tried calling once and the representative couldn't have been more useless. I've been trying to call back but Marriott's phone service is atrocious. I really miss the online chat feature.

-

Posted this in wrong forum. Please delete.

Last edited by catbox9; Dec 29, 18 at 6:59 am
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Old Dec 29, 18, 1:48 am
  #550  
 
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Originally Posted by PanAmWT View Post
I have not been able to get my 4 SNA returned for an unsuccessful application for Auckland Four Point back in September 2018. Not after multiple calls and emails, and I missed two opportunities to apply them since. Now they are expiring. I wonder if there is any use to pursue the return with the hope that Marriott will extend the 12/31/18 expiration date, if they are ever returned to my account.
I have a slightly different story.

Back in May, I applied three SNAs to a booking in October. Out of the blue, in mid-June, I got an email that that my reservation had been cancelled. I went into my profile to check, and it turns out the hotel had cancelled my original reservation, and had made a new one confirmed into a suite for me (and at the original nightly rate for the base room). The three SNAs (expiry 2018) that I had applied were also returned into my account at that time. So, I was obviously quite happy that the hotel had pre-upgraded me into a suite without my having to use my SNAs.

Then in Sep, due to unexpected change of plans, I had to cancel my trip in October, and thus, cancelled the booking for the suite.

In late-November, I got a surprising email that notified me the three SNAs for my October reservation could not be applied, and they were being returned to me. That's quite strange, I thought, but upon going into my profile to check, indeed there were an "extra" three SNAs in my account with a 2019 expiry date!

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Old Dec 29, 18, 2:38 am
  #551  
 
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Originally Posted by Fly Me To The Moon View Post
I have a slightly different story.
...
Love Marriott IT
Tell us your secrets of how to receive the Marriott IT blessing rather than the curse.
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Old Dec 29, 18, 6:59 am
  #552  
 
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Can't Use Suite Night Awards

I have several upcoming reservations at various chains and for whatever reason none of them give me the option of using suite night awards. I have enough available night to apply to any of these reservations so I am confused why it is not an option anywhere. In the past hotels where upgrades were not available (i.e., Aloft) would say something like "Suite Night Awards Can't Be Applied" but this doesn't even show that.

I tried calling once and the representative couldn't have been more useless. I've been trying to call back but Marriott's phone service is atrocious. I really miss the online chat feature.
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Old Dec 29, 18, 8:11 am
  #553  
 
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Has this happened to anyone before?

Six months ago, I made a res at the ITC Grand Chola in Chennai and had my Ambassador apply three SNAs. Fast forward to two weeks ago, and I tried to check on the upgrade request and but kept receiving error messages. After checking with the Ambassador team, I was assured they were still pending.

When the request was denied at t-24 hours to check in, I reached out to the property on Twitter... and promptly got a call from the manager explaining that as of the merger, they no longer participated in the SNA program! Now I’m stuck with three SNAs that I haven’t been able to use for months and that will expire in a few days. Had I known, I never would have booked this hotel.

Anyone experience this before? Any suggestions on next steps? TIA.
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Old Dec 29, 18, 8:21 am
  #554  
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Originally Posted by ORDtoAnywhere View Post
Six months ago, I made a res at the ITC Grand Chola in Chennai and had my Ambassador apply three SNAs. Fast forward to two weeks ago, and I tried to check on the upgrade request and but kept receiving error messages. After checking with the Ambassador team, I was assured they were still pending.

When the request was denied at t-24 hours to check in, I reached out to the property on Twitter... and promptly got a call from the manager explaining that as of the merger, they no longer participated in the SNA program! Now I’m stuck with three SNAs that I haven’t been able to use for months and that will expire in a few days. Had I known, I never would have booked this hotel.

Anyone experience this before? Any suggestions on next steps? TIA.
With such little time available, your best hope is they grant an extension on SNAs, but not likely. Next, you might try asking one of the Lurkers to confirm the property is not participating in the SNA program. All too often people will make up new rules to fit the error instead of taking on the task of fixing the error. Being so late in the year, I would not hold much hope for a positive outcome. As has been said many times over the years, if I only knew then what I know now...
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Old Dec 29, 18, 9:34 am
  #555  
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Is it possible to apply a SNA to a 2 room booking? But just to 1 individual room.

as my thinking of having 2 different confirmation numbers for each room would lower my chance of having my plat benefits applied to both rooms?
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