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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 Mar 4, 19, 3:10 am
  #841  
 
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Originally Posted by HollyGlen View Post
That's odd. I have a booking at LMKL next week and it offers me the SNA option

And my Ambassador offered to apply my SNAs for me at my stay last week, so the hotel does still seem to allow them. Maybe the suites have all been taken up for the week you are travelling?
There are a minimum of three suites still available for my dates. It’s a pre-paid booking, but that should not have an impact on my being able to use SNAs. I have emailed the hotel, so assuming I get a response, I’ll report back. I’ll wait a while before I email my Ambassador. All I can think of is that they are hoping to sell the suites before releasing them for SNAs.
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Old Mar 4, 19, 3:29 am
  #842  
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Originally Posted by sabdhabi View Post
It’s a pre-paid booking, but that should not have an impact on my being able to use SNAs.
Many have reported inability to use SNAs on prepaid rates.
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Old Mar 4, 19, 5:04 am
  #843  
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Originally Posted by sabdhabi View Post


There are a minimum of three suites still available for my dates. It’s a pre-paid booking, but that should not have an impact on my being able to use SNAs. I have emailed the hotel, so assuming I get a response, I’ll report back. I’ll wait a while before I email my Ambassador. All I can think of is that they are hoping to sell the suites before releasing them for SNAs.
Not all suites are put into the SNA pool. It’s very possible that the suites you are seeing online are not SNA eligible.
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Old Mar 4, 19, 5:16 am
  #844  
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Marriott has said there's an "issue" with prepaid rates, likely the "issue" being your rate is too good of a deal and thus they don't want to make their crap IT work to allow you to use a SNA on a good rate
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Old Mar 4, 19, 6:12 am
  #845  
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Originally Posted by UA-NYC View Post
Marriott has said there's an "issue" with prepaid rates, likely the "issue" being your rate is too good of a deal and thus they don't want to make their crap IT work to allow you to use a SNA on a good rate
If the issue is prepaid rate, then there is a potential work around which has been posted to the wiki.
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Old Mar 7, 19, 2:45 am
  #846  
 
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Does this SNA issue with prepaid rate is always happening, or just intermittently happening ?

Originally Posted by kaizen7 View Post
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)
Did 2 more bookings today
4. JW Marriott Singapore - prepaid - SNA not allowed
5. Sheraton Melbourne - flex rate - SNA allowed
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Old Mar 7, 19, 6:38 am
  #847  
 
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5 Nights at Dolphin for 200k points got me 2 Double Beds with No View. Applied the 5 SNAs that I spent 76 nights in Marriotts for last year. I got my upgrade!!! 2 Double Beds with Fireworks view. AYKM?? An upgrade in view. Marriott is turning into a daily disappointment.
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Old Mar 7, 19, 7:47 am
  #848  
 
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I think the frustrating part is now the confirmation emails do not confirm the room type. I used a SNA, was upgraded to a room I selected per the room type on the app. When I went to do mobile check-in my room had been downgraded to a room I did not select. Sounds like I will be battling this one out at the hotel.

I understand the need for the properties to be able to change the room type but they should really document why they are doing so.

Last edited by longtimereader firstimeposter; Mar 7, 19 at 11:01 am
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Old Mar 8, 19, 10:10 am
  #849  
 
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Data point: SNA successfully applied on migrated prepaid reservation at Gritti Palace. We have been given the highest category suite listed available for the SNA. No issues whatsoever, and honestly a spectacular outcome. This is one of the best, if not the best, suites I have had with Marriott/SPG. All suites are sold out/allocated for this weekend as well.

This makes me think the capability of the property has a big role to play given the issues at other properties. The folks running this hotel seem to have it 'together'.

I avoided mobile check in since I consider it plagued with issues. I spoke with the hotel concierge over email to confirm arrival time (to minimise any issues with the suite not being ready).

Bottom line: Use your SNAs here, I cannot recommend it enough.
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Last edited by MrM2016; Mar 8, 19 at 10:16 am
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Old Mar 8, 19, 10:12 am
  #850  
 
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Duplicate - apologies.
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Old Mar 10, 19, 4:13 am
  #851  
 
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View not suite

Originally Posted by friscotrvlr View Post
Titanium (2019)
Lifetime Platinum

5 Nights at Dolphin for 200k points got me 2 Double Beds with No View. Applied the 5 SNAs that I spent 76 nights in Marriotts for last year. I got my upgrade!!! 2 Double Beds with Fireworks view. AYKM?? An upgrade in view. Marriott is turning into a daily disappointment.
I had the same thing happen at the Hapuna Beach Westin last week. Points plus $$ for a ocean view room. Applied SNA hoping for one of the 21 series rooms with the sitting area. SNA cleared 5 days in advance. We were “upgraded” to a “premium ocean view” room instead. Difference in $$ addition to points would have been $25/ night and difference in rooms is 1 floor in height.
I would NEVER have voluntarily parted with 3 suite nights for that.
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Old Mar 10, 19, 5:49 am
  #852  
 
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Originally Posted by kaizen7 View Post
Does this SNA issue with prepaid rate is always happening, or just intermittently happening ?



Did 2 more bookings today
4. JW Marriott Singapore - prepaid - SNA not allowed
5. Sheraton Melbourne - flex rate - SNA allowed
More bookings :
6: Sheraton Melbourne - prepaid (this is a 12 nights stay, above the 10 SNA I have) - no SNA
7. St. Regis Singapore - prepaid - SNA allowed.

So it seems like certain hotels block SNA on prepaid rates ... either due to IT cock up or deliberately by the hotel.
And some hotel allows SNA to be applied to the prepaid rates.

For this trip I'm not planning to use my SNA so I wont be bothering my ambassador to help me apply them
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Old Mar 10, 19, 5:54 am
  #853  
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Originally Posted by kaizen7 View Post
More booking :
6: Sheraton Melbourne - prepaid (this is a 12 nights stay, above the 10 SNA I have) - no SNA
7. St. Regis Singapore - prepaid - SNA allowed.

So it seems like certain hotels block SNA on prepaid rates ... either due to IT cock up or deliberately
And some hotel allows SNA to be applied to the prepaid rates.

For this trip I'm not planning to use my SNA so I wont be bothering my ambassador to help me apply them
Am I correct in assuming that the only place you’ve been able to use SNAs on prepaid rates is the St Regis SIN? I don’t recall anyone else being able to use SNAs on prepaid rates. That’s not a lot of DPs and seems more like the odd man out.
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Old Mar 10, 19, 6:08 am
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Originally Posted by margarita girl View Post
Am I correct in assuming that the only place you’ve been able to use SNAs on prepaid rates is the St Regis SIN? I don’t recall anyone else being able to use SNAs on prepaid rates. That’s not a lot of DPs and seems more like the odd man out.
​​​​​​I successfully applied (and cleared) 3 SNAs on a prepaid reservation at the Sheraton Towers Singapore using the workaround in the wiki, for a stay about a week ago.
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Old Mar 10, 19, 6:17 am
  #855  
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Originally Posted by Zorak View Post
​​​​​​I successfully applied (and cleared) 3 SNAs on a prepaid reservation at the Sheraton Towers Singapore using the workaround in the wiki, for a stay about a week ago.
Great! Thanks for that confirmation.
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