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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 29, 18, 10:29 am
  #556  
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Originally Posted by kkl View Post
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?
Your Platinum benefits do not apply to a second room anyway, so should not be an issue. There are so many issues with booking multiple rooms (like special requests, bed types, etc.) a single booking might be tough to begin with. You should still get the points for the second room just by having your MPG number on the rez. IF you should happen to get a generous/inexperienced FDC/night auditor, you might get onsite benefits for both (but not entitled) and maybe even a second night credit (again, not entitled).
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Old Dec 29, 18, 11:27 am
  #557  
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Originally Posted by catbox9 View Post
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.
Do you have prepaid reservations? Seems Marriott IT is not allowing application of SNAs on prepaid reservations. Scroll back in this thread. Discussed multiple times.
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Old Dec 29, 18, 12:43 pm
  #558  
 
Join Date: Jun 2015
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Originally Posted by margarita girl View Post
Do you have prepaid reservations? Seems Marriott IT is not allowing application of SNAs on prepaid reservations. Scroll back in this thread. Discussed multiple times.
I wound up cancelling my upcoming stays, partially because of the whole SNA thing. They weren't prepaid, but neither showed as upgrade eligible. Right now I lean towards staying with a chain that has less issues.
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Old Dec 29, 18, 12:56 pm
  #559  
 
Join Date: Jul 2006
Location: York, PA
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Better than I expected.

So I posted here somewhere about a week or so ago. Reservation from September cancelled with appropriate time, SNA never returned. Multiple calls and emails to platinum CS never resulted in a return.

Today I did a little googling, found a name, current MR executive, previously with SPG so familiar with SNA. I emailed him directly at 12noon, (Saturday, Holiday weekend) I explained the situation that I could have used these 2 SNA multiple times since then but did not have them to use. The keyword IMO, I said "marriott IT ineptness denied me an elite benefit I earned and paid for" I asked for 2 SNA to be returned with an expiration of 12/19.

He emailed me back within one hour, copied his exec asst with a directive to replace these as requested.
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Old Dec 29, 18, 7:44 pm
  #560  
 
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Originally Posted by etsmyers View Post
So I posted here somewhere about a week or so ago. Reservation from September cancelled with appropriate time, SNA never returned. Multiple calls and emails to platinum CS never resulted in a return.

Today I did a little googling, found a name, current MR executive, previously with SPG so familiar with SNA. I emailed him directly at 12noon, (Saturday, Holiday weekend) I explained the situation that I could have used these 2 SNA multiple times since then but did not have them to use. The keyword IMO, I said "marriott IT ineptness denied me an elite benefit I earned and paid for" I asked for 2 SNA to be returned with an expiration of 12/19.

He emailed me back within one hour, copied his exec asst with a directive to replace these as requested.
I have an almost same situation (see post 547 above). I hope to PM you to get the email address,
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Old Dec 29, 18, 8:25 pm
  #561  
 
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Originally Posted by margarita girl View Post
Do you have prepaid reservations? Seems Marriott IT is not allowing application of SNAs on prepaid reservations. Scroll back in this thread. Discussed multiple times.
They are prepaid. That's ridiculous because now I can't cancel and change them.
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Old Dec 29, 18, 8:46 pm
  #562  
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Originally Posted by catbox9 View Post
They are prepaid. That's ridiculous because now I can't cancel and change them.
@EuropeanPete posted a possible work-around here in this thread:

https://www.flyertalk.com/forum/30575978-post541.html

that I’ve copied below for you and now added to the Wiki above, as well. I hope that might work for you and anyone else with pre-paid bookings.

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.
Please do let us know if this works for you! Good luck!
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Old Dec 31, 18, 8:52 am
  #563  
 
Join Date: Jul 2006
Location: York, PA
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Posts: 1,696
Wow

Dear Mr. Myers, I am writing to you regarding your inquiry about the Suite Night Awards you had used for your stay on September 25, 2018. I am very sorry for any inconvenience caused by the delay in having these returned. I have issued these back to your account, and as a gesture of goodwill, the expiry date has been extended through 2019. Have a happy New Year! Best Regards,
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Old Dec 31, 18, 12:02 pm
  #564  
 
Join Date: Jun 2000
Location: toronto
Posts: 821
Ending the Marriott year on a good note with SNA. Batting 2/2 for the month of December, last week my SNA applied and got upgraded to a nice 1 bedroom suite at the Westin Palace Madrid. Now I got an email that my SNA cleared at the Sheraton Porto for this Saturday's stay into a 1 bedroom corner room suite.

Bravo...My first 2 times using SNA and both got cleared.
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Old Jan 1, 19, 8:41 pm
  #565  
 
Join Date: Aug 2011
Programs: Marriott Bonvoy Titanium
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Anyone else having an issue selecting the 75-night benefit? When I go to choose one, it just comes up with the choice that I made upon reaching 50 nights and doesn't let me select the 75-night benefit.
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Old Jan 1, 19, 9:00 pm
  #566  
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Originally Posted by svo242 View Post
Anyone else having an issue selecting the 75-night benefit? When I go to choose one, it just comes up with the choice that I made upon reaching 50 nights and doesn't let me select the 75-night benefit.
Yup. Start at post # 405.

https://www.flyertalk.com/forum/marr...enefit-27.html
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Old Jan 1, 19, 9:10 pm
  #567  
 
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Originally Posted by margarita girl View Post
Thank you!
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Old Jan 2, 19, 11:23 am
  #568  
 
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Originally Posted by bmr12 View Post
Thanks--they did post over night and I did succesfully apply them to one reservation. I was pretty disappointed that the "upgrade" options included a few rooms that would be actual upgrades, but it also included the room type I've already booked and rooms below the type I've already booked. I didn't select them, but surely would be unhappy if I was "upgraded" to a worse room.
So this saga continues. I only selected rooms I’d consider an upgrade. The day before check-in, I get an email “you’ve been upgraded” and then told my upgrade was exactly the room type I’d confirmed four months earlier. And one of the choices I’d explicitly not selected when applying the SNAs.

On check-in, I indeed got the room I’d originally booked. The front desk agent said they’d work to get my SNAs re-credited, but a day in and so far that hasn’t happened. Nothing like spending vacation time having to drop by the front desk every day to get something back they never should have taken in the first place.

Color me unimpressed with my first “Suite Night Awards” experience....
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Old Jan 2, 19, 4:08 pm
  #569  
 
Join Date: Feb 2014
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My SNAs cleared me into a balcony suite at the London Marriott County Hall. Was only there 2 nights but it was a lovely room where I could wave to people on the eye
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Old Jan 3, 19, 7:04 pm
  #570  
 
Join Date: Apr 2016
Posts: 121
Using 5 SNAs for a 7 night stay

Has anyone ever used 5 Suite Night Awards as part of a 7 night stay?
We have a 7 night stay at Prague Marriott in September, I have 5 SNAs. I was thinking I could break up the reservation, 5 nights and 2 nights. I realize I may have to move rooms for the last 2 nights but would love to use the Suite nights there? Anyone see any glitches with this? Thanks in advance
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