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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 14, 19, 7:33 pm   -   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 Feb 16, 19, 4:07 am
  #706  
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So I just got pre-upgraded to a suite at Sheraton Grand Los Angeles, before the SNA window - should I cancel the SNA?
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Old Feb 16, 19, 5:11 am
  #707  
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Originally Posted by Kacee View Post
So I just got pre-upgraded to a suite at Sheraton Grand Los Angeles, before the SNA window - should I cancel the SNA?
Interesting problem to have! I probably would, but no yelling at me if something happens to your current upgrade.

Out of curiosity, can you tell if it is a higher upgrade than what is in the SNA pool? How many days until you reach the 5 day window?
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Old Feb 16, 19, 8:27 am
  #708  
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Originally Posted by Kacee View Post
So I just got pre-upgraded to a suite at Sheraton Grand Los Angeles, before the SNA window - should I cancel the SNA?
This happened to me twice where I was preupgraded to a higher category suite than the SNA suite type and I didn’t cancel my SNA and then when it cleared I was downgraded to the SNA suite (St Regis SF & Prince de Galle). Both hotels were kind enough to move me back to the Metropolitan/Makassar Suites they had originally preupgraded me to but it took several calls and I essentially wasted those SNAs. I have vowed to cancel mine in the future if I am preupgraded (especially to a higher category) but there is some risk in that strategy.

Let us know what you decide to do and what happens!
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Old Feb 16, 19, 11:48 am
  #709  
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Thank you both. It appears to be an upgrade to the SNA suite category, given at least four days before the SNA window opens.

I'll probably just leave it out of fear of screwing something up.
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Old Feb 16, 19, 2:31 pm
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Originally Posted by Kacee View Post
Here's the latest on my attempt to SNA at St. Regis NYC. To recap:

1. Notified by email my SNA had cleared. Reservation immediately disappears without a trace from website and app.
2. Reservation reappears several days later. Shows "upgrade" to base level (Superior) room. Call St. Regis NYC reservations, agent tells me to pound sand.
3. Rooms manager calls me back at end of day and apologizes profusely. Confirms me into a Madison suite, which shows on my reservation.

So all good. well not quite:

4. This afternoon, reservation suddenly shows Grand Luxe room, i.e., not a suite. Call hotel. Front desk tells me I've been "upgraded" to a Grand Luxe room. No, I was downgraded from my confirmed suite. Lengthy hold for FDM.
5. FDM apologizes profusely for the downgrade. She assures me I'm reconfirmed into a Madison suite and that she will be advising all managers not to mess with my reservation again.

Reservation on the app still shows "Grand Luxe." Not sure what will happen at check-in tomorrow, but it should be interesting.
Curious to know what the experience was at check-in. Let us know!
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Old Feb 16, 19, 4:32 pm
  #711  
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Originally Posted by GarudaSoars View Post
Curious to know what the experience was at check-in. Let us know!
lol, it was comical.

Sometime last night, my reservation switched to show "Madison suite." Nonetheless, at check-in, the FDA tried to tell me I was booked into a Deluxe room (one category up from base Superior). I told the FDA that two separate managers (rooms manager and FDM) had confirmed me into a Madison suite, and that I was assured I would have one at check-in. I showed him a screen shot taken this morning showing Madison suite. Then I pulled up the reservation on my phone, which now showed an Astor suite. He disappeared in the back for a looooong time, then came back and offered me a St. Regis suite (which is above the Astor and the Madison). So success, but my it took an awful lot of effort. I think I spent about $3k in billable time dealing with this the past few days
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Old Feb 16, 19, 7:47 pm
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Originally Posted by MSPeconomist View Post
You've put them on notice that you'll be expecting the suite that was confirmed. At this time, there isn't much you can do other than to review the "walk" policies and consider whether there are other Starriott properties that you would consider to be acceptable substitutes for a suite stay if your confirmed suite isn't available and given to you when you check in.

I'd bring printouts of the relevant confirmations and policies/T&Cs when you check in as I would expect NOLA hotels to be full next week.
So as a followup, checked into the confirmed suite, no issues. I was pleasantly surprised. On a different note, had the same thing happen with my flight upgrades! Wife and I had medallion upgrades to comfort+ on Delta, only to have it disappear before I got to the airport.
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Old Feb 17, 19, 8:11 am
  #713  
 
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Can I use SNA on corporate rate, conference rate, and reward-booked hotels? Does it work on Ritz Carlton? Thank you!
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Old Feb 17, 19, 10:11 am
  #714  
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Originally Posted by kgkg View Post
Can I use SNA on corporate rate, conference rate, and reward-booked hotels? Does it work on Ritz Carlton? Thank you!
Yes to everything except for Ritz Carlton and probably many conference rates (and any unusual corporate rates which cut out the Bonvoy scheme altogether, I presume).
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Old Feb 17, 19, 11:22 am
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Do some SNA pools include no suites? I was checking the Kauaii Marriott SNA upgradeable room types and they have about 6 choices of rooms, which are all pretty much the same size room, but with either different bedding types or varying degrees of better views. Somewhat underwhelming choices.
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Old Feb 17, 19, 12:50 pm
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Originally Posted by EuropeanPete View Post
Yes to everything except for Ritz Carlton and probably many conference rates (and any unusual corporate rates which cut out the Bonvoy scheme altogether, I presume).
Thank you, Pete!
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Old Feb 17, 19, 1:07 pm
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Well my first experience of using a SNA has paid off at the Cardiff Marriott. I’ve stayed here at least once most years over the last decade. I say this not to assert I’m a valuable regular, I’m clearly not, but I’ve probably had a dozen stays here and not once been upgraded to a suite. I’ve always had some upgrade, but never a suite. No problem because it’s always been work related but this time it was with the missus and so I applied one of my 5 SNAs and it cleared. I very, very much doubt I’d have cleared a suite here relying on the checkin upgrade which hasn’t resulted in a suite on numerous opportunities meaning this is a successful SNA and if it continues to pan out that way will mean these are a valuable addition to the program. Of course, I fully realise 1 swallow doesn’t make a Spring, but I plan to continue applying them and will watch progress. Next stay is Canary Wharf Marriott. Again, probably a dozen stays over a decade and never once a Suite upgrade. Let’s see...
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Old Feb 17, 19, 3:26 pm
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Originally Posted by JBord View Post
5 suite night awards, no longer 0...very happy about that!

It all depends on your perspective. Wins and losses on both sides of the merger.

What would you consider wins? Other than more hotel choices, I don't see other positives, but maybe I am missing something.
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Old Feb 17, 19, 3:54 pm
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Has anyone applied suite certs to Residence Inn? Many have 2-bedroom suite. I assume if use points to book a 1-bedroom suite, the upgrade should be 2-bedroom suite? Is there anyway to undo a cert if we are not happy with the upgrade like from a 1-bedroom to a 1-bedroom "superior view" or some other crap...
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Old Feb 17, 19, 4:00 pm
  #720  
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Originally Posted by Fred Garvin View Post
What would you consider wins? Other than more hotel choices, I don't see other positives, but maybe I am missing something.
Well JBord was referring to getting SNAs when Marriott elites previously did not.

And everyone can potentially benefit (at least for another six weeks) from 60k awards for the top SPG properties. That's a huge reduction from what you had to pay under the SPG program.
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