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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 Jun 29, 22, 9:51 pm   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: RedSun
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IF YOU HAVE A PREPAID RATE, PLEASE READ THIS WIKI!
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. 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.
  4. 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
  5. 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.
  6. 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 DOESNT SEEM TO ALLOW, HERE IS A 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 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.

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.

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Old Aug 30, 18, 12:39 pm
  #46  
Company Representative - Starwood
 
Join Date: Nov 2000
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Originally Posted by kennycrudup View Post
FWIW, I've been able to apply newly-granted SNAs to an existing MR property reservation. Now waiting for them to clear.
Thanks for confirming that this an issue for only "some Marriott properties."

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Aug 30, 18, 10:22 pm
  #47  
 
Join Date: Mar 2013
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Originally Posted by Starwood Lurker View Post
Our apologies for the inconvenience, but I'm optimistic that it won't take that long for this to be sorted; however, it might take another week or so to sort out for some Marriott properties.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Sadly I had called the Marriott "Platinum" desk and this was the response I was given after she checked with her supervisor. Will obviously keep calling in until I get someone who will do it.
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Old Aug 31, 18, 12:02 pm
  #48  
 
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Alright two questions:
1. If my accounts are not combined, can I apply SNAs from my SPG account to a reservation on my Marriott account?
2. Are we still allowed to transfer points at a 1:1 ratio between SPG and Marriott accounts?

I'm asking because I'm 16 nights away from 750 lifetime nights at Marriott. I don't want to combine the accounts yet just in case they mess it up and I am no longer able to prove I hit the 750/2 mil threshold. I don't have enough points in my SPG account to remake the award reservation for the Marriott hotel and apply the SPG SNAs.
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Old Sep 1, 18, 6:29 am
  #49  
 
Join Date: May 2011
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Suite night award questions

Forgive my ignorance Marriott loyalist trying to understand the new system. I searched this forum and google and think I know the answer but nothing has been 100% clear, so here I am...

Im a plat premier and have already requalified for play premier next year. I just selected 10 suite nights. Am I correct that I have those 10 upgrades to use by the end of 2019? And that I will not be issued 10 more on Jan 1, 2019?

Thanks for filling me in.
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Old Sep 1, 18, 6:41 am
  #50  
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Correct, you will not get a fresh batch come 1/1
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Old Sep 1, 18, 8:00 am
  #51  
 
Join Date: Mar 2013
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Originally Posted by awu25 View Post
Alright two questions:
1. If my accounts are not combined, can I apply SNAs from my SPG account to a reservation on my Marriott account?
2. Are we still allowed to transfer points at a 1:1 ratio between SPG and Marriott accounts?

I'm asking because I'm 16 nights away from 750 lifetime nights at Marriott. I don't want to combine the accounts yet just in case they mess it up and I am no longer able to prove I hit the 750/2 mil threshold. I don't have enough points in my SPG account to remake the award reservation for the Marriott hotel and apply the SPG SNAs.
So I found a workaround. Logged into my SPG account and did a reservation look up using the Marriott confirmation #. It pulled up the reservation correctly and I was able to apply my SPG SNAs properly.

Edit: Not sure if I spoke too soon or it's an IT glitch, but the reservation does not show that any SNAs are attached. If I go through same method as above, I am able to go through with attaching SNAs again but no additional SNAs are deducted. I guess I'll have to call in to see if my SNAs are actually on the reservation
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Last edited by awu25; Sep 1, 18 at 10:42 am
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Old Sep 1, 18, 11:44 am
  #52  
 
Join Date: Jun 2006
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As a lifetime PP will I get a choice of 10 new ones each year? If so, when will that happen?
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Old Sep 1, 18, 12:42 pm
  #53  
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Originally Posted by trekwars2000 View Post
As a lifetime PP will I get a choice of 10 new ones each year? If so, when will that happen?
No, you will only get them / the gift option if you do 50 / 75 nights
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Old Sep 1, 18, 6:28 pm
  #54  
 
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Having some e-mails and phone call with the BRG team cause the Platinum line told me they cannot process SNAs on BRG reservations.

The BRG team split the reservation into three cause it's for three rooms and then attempted to try to apply the SNA.

The SNAs appeared to be used via Marriott's auto-response mail, but the BRG team is telling me they have difficulties applying the SNA to the reservations, and it's for a SPG property, not even Marriott ones. I kept on receiving new e-mails on the reservation, I think three times for each of the new reservations (so I guess they applied three times?).

In the first e-mail they told me they are having difficulties and will continue to try.

Now they are telling me they cannot fix the technical difficulties and tell me to try to get an upgrade at check in. How am I suppose to get an upgrade for my additional rooms when the benefit at check in only applies to one room which is the room I stay in?

What's the use of these SNAs if I cannot even use them? SPG/Marriott can just tell the member deal with it at check in and the SNAs will expire cause it cannot even be used? Now that's a new way of denying an earned benefit. This IT merge in the middle of the year is such a disgusting move with everything at the wrongs.
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Old Sep 2, 18, 8:24 am
  #55  
 
Join Date: Nov 2012
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Originally Posted by coolfish1103 View Post
Having some e-mails and phone call with the BRG team cause the Platinum line told me they cannot process SNAs on BRG reservations.

In the first e-mail they told me they are having difficulties and will continue to try.

What's the use of these SNAs if I cannot even use them? SPG/Marriott can just tell the member deal with it at check in and the SNAs will expire cause it cannot even be used? Now that's a new way of denying an earned benefit. This IT merge in the middle of the year is such a disgusting move with everything at the wrongs.
I have the same problem, some SNA will expire 31.12 and I cannot apply my SNA to existing pre merger BRG who are in few weeks.

What about SNA already applied before merging ? The hotel still have it/Will be informed ? I doubt about it.

This IT merging is a total mess,
​​​​
Marriott pretending everything is fine, I find that insulting.
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Old Sep 2, 18, 9:57 pm
  #56  
 
Join Date: Dec 2006
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Originally Posted by kennycrudup View Post
FWIW, I've been able to apply newly-granted SNAs to an existing MR property reservation. Now waiting for them to clear.
They cleared today.

... but is the room type I see when I click on my reservation now what I'm actually getting? I'm not exactly wowed, per se ....
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Old Sep 3, 18, 7:40 am
  #57  
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Originally Posted by kennycrudup View Post
They cleared today.

... but is the room type I see when I click on my reservation now what I'm actually getting? I'm not exactly wowed, per se ....
"enhanced view" room?

there's been some documentation that a lot of these properties aren't even offering suites as part of their SNA pool
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Old Sep 3, 18, 3:04 pm
  #58  
 
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Originally Posted by UA-NYC View Post
"enhanced view" room?

there's been some documentation that a lot of these properties aren't even offering suites as part of their SNA pool
"Superior King, Larger Guest room, 1 King, Sofa bed." This is an AC Hotel in downtown Chicago (I have no prior experience with the property). It was one of the choices, IIRC, when I was given my options for the SNA, and I'm pretty sure I booked the best thing of what I'd been presented.

Here's the thing, though- so normally with MR, I ask at the FDC (or call prior, if it's a "family" event and I want some assurance) if there's any possible upgrades, they'll type around a little, and enough times to keep me happy "something" will come up (which begs the question as why LtPlat MR didn't get it in the first place, but that's another thread altogether). If anything, I'd get something like the room I'd been SNA'ed to above.

But this is my first experience with SNAs; if I ask at the FDC if there's anything else more available, will I: be told "too bad, we SNAed you", maybe get an upgrade and they keep the SNAs, or maybe give me an upgrade and return the SNAs as it's a different room than the one they were "attached"(?) to?
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Old Sep 3, 18, 3:13 pm
  #59  
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Originally Posted by kennycrudup View Post
"Superior King, Larger Guest room, 1 King, Sofa bed." This is an AC Hotel in downtown Chicago (I have no prior experience with the property). It was one of the choices, IIRC, when I was given my options for the SNA, and I'm pretty sure I booked the best thing of what I'd been presented.

Here's the thing, though- so normally with MR, I ask at the FDC (or call prior, if it's a "family" event and I want some assurance) if there's any possible upgrades, they'll type around a little, and enough times to keep me happy "something" will come up (which begs the question as why LtPlat MR didn't get it in the first place, but that's another thread altogether). If anything, I'd get something like the room I'd been SNA'ed to above.

But this is my first experience with SNAs; if I ask at the FDC if there's anything else more available, will I: be told "too bad, we SNAed you", maybe get an upgrade and they keep the SNAs, or maybe give me an upgrade and return the SNAs as it's a different room than the one they were "attached"(?) to?
Just an FYI that the property used to be a 4P (IMO much nicer now as an AC), so it may already be suite limited.

Can't hurt to ask for a better room, but technically it came through, and they don't have to give it back to you if you check in even if you get a better room.

If I were in your shoes - I would cancel it (if it's still the day before) and save it for something else...you may just get that room for free. Chicago is cheap right now, I got a crazy $212 rate at the Gwen last week - lower occupancy should yield a better room.
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Old Sep 3, 18, 3:18 pm
  #60  
 
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Thanks for the info on the hotel.

Originally Posted by UA-NYC View Post
If I were in your shoes - I would cancel it (if it's still the day before) and save it for something else
I thought about that when I saw what I'd been SNAed to. But what's the timeframe on cancelling? Right now, there's a banner that reads: "Since your Suite Night Award request has been confirmed, changes to dates, rooms, rates and certain room features cannot be made."

Chicago is cheap right now
Yeah, I'd noticed that- I've got a decent rate at the AC.
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