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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 Jan 3, 19, 9:46 pm
  #571  
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Originally Posted by Ontariotraveller View Post
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

There is no problem doing this- we have done this several times. And the hotel will typically make an effort to keep you in the same room.
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Old Jan 4, 19, 2:44 pm
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A
Originally Posted by damon88 View Post



There is no problem doing this- we have done this several times. And the hotel will typically make an effort to keep you in the same room.
Originally Posted by Ontariotraveller View Post
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
My reservation was a points redemption.
I just went ahead and cancelled the previous 7 night reservation, booked 5 nights (5th night free) and applied the 5 SNAs to that reservation, chose the top 2 available upgrades, it was accepted. I booked the 6th night on a separate reservation and the 7th night under my husband’s name as he had a 35k free night to use. I’m hoping I can email the hotel ahead to co-ordinate these 3 reservations!
I figure I am guaranteed the first 5 nights in a suite and will hope (I have Platinum status, should help) they can leave me in that room but I would move.
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Old Jan 5, 19, 12:51 am
  #573  
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Just came from "W" Kuala Lumpur. I used 1 SNA
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Old Jan 5, 19, 12:53 am
  #574  
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Just came from "W" Kuala Lumpur.
I used 1 SNA which was rejected 1 week prior to my check-in however i was upgraded to their marvellous suite upon check in which was a great surprise. Happy New year indeed!
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Old Jan 5, 19, 4:11 am
  #575  
 
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Since the merger, the Wow Suite was added back into the W Hong Kong SNA pool. I made a request not expecting much and somehow managed to get confirmed into the highest floor Wow Suite for a short stay. They made it clear this was a bit of a returning guest favour rather than a general thing that would happen repeatedly, but difficult to argue SNAs are worthless when stuff like this happens! Also some counter evidence for those who seem to think W Hong Kong is always stingy with upgrades
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Old Jan 5, 19, 6:11 am
  #576  
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Originally Posted by xar View Post
Just came from "W" Kuala Lumpur.
I used 1 SNA which was rejected 1 week prior to my check-in however i was upgraded to their marvellous suite upon check in which was a great surprise. Happy New year indeed!
If it was a 2019 SNA, you should get that back. Many have reported SNAs being denied just to get their Plat upgrade at check in. Different set of inventory, different set of rules, different set of people to deliver.
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Old Jan 5, 19, 7:13 am
  #577  
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Originally Posted by RogerD408 View Post
If it was a 2019 SNA, you should get that back. Many have reported SNAs being denied just to get their Plat upgrade at check in. Different set of inventory, different set of rules, different set of people to deliver.
yeah that SNA was credited back so i am back to 5 SNAs with a 31st Dec 2019 expiry.
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Old Jan 5, 19, 10:18 am
  #578  
 
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SNA's can not be used at Athens Marriott

Athens Marriott does not participate in the SNA program

as so I have been told on the phone by several supervisors, even though this property is not on the list of excluded properties and brands that are in the terms and conditions

I was told that it is listed on their "unpublished list"of additional excluded properties that are not listed in the terms and conditions

I asked the supervisor if she could please tell me what other properties are on this "secret unpublished list" of additional non-participating properties and she told me that she can not disclose that information
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Old Jan 5, 19, 11:22 am
  #579  
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Originally Posted by acf1270 View Post
Athens Marriott does not participate in the SNA program

as so I have been told on the phone by several supervisors, even though this property is not on the list of excluded properties and brands that are in the terms and conditions

I was told that it is listed on their "unpublished list"of additional excluded properties that are not listed in the terms and conditions

I asked the supervisor if she could please tell me what other properties are on this "secret unpublished list" of additional non-participating properties and she told me that she can not disclose that information
Even if the Athens Marriott did allow SNAs, you can be sure with 341 total rooms and a mere 25 suites that very few if any of its actual suites would be included in the SNA pool. So I doubt you’re missing much.

Again, my rule of thumb is that most non-luxury hotels do not typically include their top 10% of rooms in their upgrade pool—whether it to be for SNAs or regular Platinum upgrades at check-in. As a result, hotels with few suites won’t even have suites available in the SNA pool.
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Old Jan 5, 19, 7:29 pm
  #580  
 
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Suite night awards

Dear all, I made a booking at Tokyo Marriott and was not able to apply my suite night awards. There's no button for me to click on the website and on the app it says the awards cannot be applied to my reservation. I called customer service to ask why but did not get any useful information.

I looked up the FAQ and did not see the property listed as a non-participating hotel. So my question is, the awards can be used towards some specific rates only? The booking is a 2 room reservation, could this be the reason? It would be nice if I know ahead of time which rates I can use before I click the book button.

thanks.
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Old Jan 5, 19, 7:39 pm
  #581  
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Originally Posted by botfly View Post
The booking is a 2 room reservation, could this be the reason?
Yes. You need to make separate reservations.

Originally Posted by botfly View Post
It would be nice if I know ahead of time which rates I can use before I click the book button.
All public rates are eligible.
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Old Jan 5, 19, 7:41 pm
  #582  
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Check out the main SNA thread for other people who have reported the issue. I believe I may have found a workaround which I’ve also detailed in the thread
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Old Jan 5, 19, 7:43 pm
  #583  
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Start with https://www.flyertalk.com/forum/30613914-post578.html where the CSRs are saying there is a super secret list of non-participating properties as well.
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Old Jan 7, 19, 1:42 am
  #584  
 
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Originally Posted by EuropeanPete View Post
Check out the main SNA thread for other people who have reported the issue. I believe I may have found a workaround which I’ve also detailed in the thread
Thanks for the workaround. I tried and was able to go as far as the "Start Upgrade Request" page. then at the bottom it says "...information is not available.." (cannot recall the exact error message). I guess my 2 room reservation booking is the main cause. I will save the SNA for my other trip.

Thanks.
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Old Jan 7, 19, 5:16 am
  #585  
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Originally Posted by lost_in_translation View Post
Since the merger, the Wow Suite was added back into the W Hong Kong SNA pool. I made a request not expecting much and somehow managed to get confirmed into the highest floor Wow Suite for a short stay. They made it clear this was a bit of a returning guest favour rather than a general thing that would happen repeatedly, but difficult to argue SNAs are worthless when stuff like this happens! Also some counter evidence for those who seem to think W Hong Kong is always stingy with upgrades
How can it be a returning guest favor when SNA clearing are automated and humans have no discretion. Sounds like they lied to you.
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