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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 20, 19, 10:41 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 Feb 27, 19, 4:07 pm
  #811  
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I'm having problems right now with an SNA applied to SR Bangkok reservation after the migration.

This is just a theory, but I believe we have a pervasive IT error, which results in "confirmed" SNA upgrades reverting back to original room type. Then, even if the property tries to make it right, they don't know what rooms you selected for upgrade, so even if they try to do the right thing, the result may not be consistent with the original SNA request (i.e., you get a room type you did not select). Based on my experience at SR NYC, it's also possible that the IT error reasserts itself, so every time the property upgrades you, the system then downgrades you again.

It's a truly lovely way to "reward" your best customers.
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Old Feb 27, 19, 4:57 pm
  #812  
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Originally Posted by Kacee View Post
I'm having problems right now with an SNA applied to SR Bangkok reservation after the migration.

This is just a theory, but I believe we have a pervasive IT error, which results in "confirmed" SNA upgrades reverting back to original room type. Then, even if the property tries to make it right, they don't know what rooms you selected for upgrade, so even if they try to do the right thing, the result may not be consistent with the original SNA request (i.e., you get a room type you did not select). Based on my experience at SR NYC, it's also possible that the IT error reasserts itself, so every time the property upgrades you, the system then downgrades you again.

It's a truly lovely way to "reward" your best customers.
And here I was thinking it’s just you!
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Old Feb 27, 19, 5:47 pm
  #813  
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Originally Posted by margarita girl View Post
And here I was thinking it’s just you!
That thought crossed my mind.
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Old Feb 27, 19, 6:08 pm
  #814  
 
Join Date: Jun 2015
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Is there a comprehensive list of properties that aren't allowing SNAs? I've seen complaints about Prince Gallery Kioicho and some new comments suggesting St Regis Bali is not participating.
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Old Mar 2, 19, 12:51 pm
  #815  
 
Join Date: Feb 2018
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Currently I have 3 reservations
1st St Regis Bali - prepaid rate - no sna (possibly due to the room type booked are the pool suite which is supposedly the type that the sna give)
2nd St Regis Singapore - prepaid - sna allowed
3rd Westin Sydney - prepaid - no sna (room booked : standard room)

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Old Mar 2, 19, 3:58 pm
  #816  
 
Join Date: Dec 2016
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To add a DP: Gritti Palace- Prepaid, SNA allowed.

Waiting to see if it actually works as I am about to enter the SNA window. Decided to stick with it based on feedback above.
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Old Mar 2, 19, 7:07 pm
  #817  
 
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Location: Charlotte, NC USA
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Who do you suggest I call?

I have a paid stay for two nights at the Alfonso in Seville.

I went online to review my SNA options; I had three. Only two of them looked interesting so I picked those and submitted my choices.

About 5 second later, I got a confirmation e-mail. It said:REQUEST RECEIVEDThank you for your Suite Night Awards™ request. We're eager to secure the upgrade you requested, and will start checking availability five days before you arrive. If you're already within five days of your stay, you can expect another email from us shortly. Here is a summary of your request:
Reservation confirmation number: XX
Hotel: LC HOTEL ALFONSO XIII SEVILLE
Stay dates: X

Suite Night Award(s) requested: 2

Suite Night Award(s) remaining in your account: 8

About one second after I got that e-mail, I got another one. It said:Thank you for letting us know that you will not be using your Suite Night Awards™. We have credited the Award(s) back to your account.

Reservation confirmation number:

Hotel: LC HOTEL ALFONSO XIII SEVILLE

Stay dates:

Suite Night Award(s) credited back to your account: 0

New Suite Night Award(s) balance: 10
what gives? Why would the system cancel my request? I know I could call the whatever top tier line...but man...they don't know what they're doing. After I finally get to them after the system telling me three times that I don't know how to say my name, I finally get to someone who most likely knows less about anything than what I do.

What I'm saying is, I don't think anyone at the Titanium line will know what is going on. Are there other avenues that I could pursue? Are there any chat programs? Direct e-mail?
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Old Mar 2, 19, 7:20 pm
  #818  
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A couple months ago I had a SNA request mysteriously cancelled just a few hours before it should have (according to the suite availability I was following) cleared at the five day window.....and then my five SNAs expired unused.
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Old Mar 2, 19, 7:40 pm
  #819  
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Same thing happened to me recently too. Check and see if the SNAs were actually refunded or not and check your reservation online and see if the "Your Suite Night Award request is pending." with the "Modify Request" link is at the bottom of your reservation. In my case, I received the same email as your saying the SNA request had been canceled but the SNAs were still subtracted from my account and the reservation still showed the request pending so I am taking that to mean the cancellation email was sent in error.
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Old Mar 2, 19, 7:57 pm
  #820  
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I'm starting to view SNAs as a negative, rather than a benefit.

They just created big hassles on the last three stays where I applied them.
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Old Mar 3, 19, 5:41 am
  #821  
 
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Originally Posted by BillBurn View Post
Same thing happened to me recently too. Check and see if the SNAs were actually refunded or not and check your reservation online and see if the "Your Suite Night Award request is pending." with the "Modify Request" link is at the bottom of your reservation. In my case, I received the same email as your saying the SNA request had been canceled but the SNAs were still subtracted from my account and the reservation still showed the request pending so I am taking that to mean the cancellation email was sent in error.
Thanks. I'm showing all of my SNA's in the account and none have been applied to any reservation. I repeated this same process again last night. I guess I need to bite the bullet and call the super smart Titanium line. Ugh. My last experience was Thursday. I called, correctly said my own last name three times to autobot that only super elites get, was told each time that I had said my name wrong, then got put in a queue and eventually spoke to a rep, was asked for my reservation number, I provided the reservation number, and then the super smart rep that only super titanium for eternity people get to talk to asked me: is that a Marriott confirmation number or a Starwood confirmation number? I laughed and asked why and how I would know that, got put on hold, and then was not really helped.
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Old Mar 3, 19, 5:49 am
  #822  
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This happened to me...had to do something with converting a legacy SPG rez number to a new Marriott one (I don't acknowledge the B-word ). Your zip code likely didn't copy over...yes it's that stupid a flaw. No idea why that causes SNAs to bomb out.
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Old Mar 3, 19, 7:28 am
  #823  
 
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My Gritti Palace SNA come through as confirmed on my migrated SPG reservation. I cancelled and re-applied the SNAs last week to try and minimise my chances of issues.

The reservation remains visible on Marriott.com and shows the upgraded room. I have saved a PDF of the updated reservation in case of any issues.

Am I 'out of the woods' here, based on the problems others have had with migrated reservations? If not, what should I be watching for?
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Old Mar 3, 19, 8:27 am
  #824  
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Originally Posted by MrM2016 View Post
Am I 'out of the woods' here, based on the problems others have had with migrated reservations? If not, what should I be watching for?
You're not out of the woods until you've opened the door to your suite.

I've been downgraded back to my booked room type at least three times over the past few weeks after supposedly clearing an SNA.
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Old Mar 3, 19, 9:15 am
  #825  
 
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Another data point. We just got back from a cruise starting/ending in Miami. Applied a SNA one night to the JW Marriott Marquis Miami, no upgrade though I think it was a busy weekend as hotel was showing sold out.

We also had a 2 night stay at the St.Rgis Bal Harbour at the end of our cruise. Awesome elite recognition here - I had applied a two night SNA and it cleared the day before. When I checked in at the hotel the next day, they had upgraded my family of three to the two bedroom suite! I did have to pay the daily resort fee of $40 plus ‘other room’ fee of $50 a night but it was worth it for the experience.
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