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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 Mar 16, 19, 3:41 pm
  #886  
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Originally Posted by EuropeanPete View Post
Awesome! I was pretty worried that I'd imagined the whole thing as nobody else has reported the workaround being functional.
Zorak also said it worked for him. Thanks for sharing that tip!
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Old Mar 17, 19, 6:10 am
  #887  
 
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Last edited by SEA777GUY; Mar 17, 19 at 6:20 am
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Old Mar 17, 19, 8:09 am
  #888  
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Originally Posted by Kacee View Post
Twice in the past three weeks.

At which point the hotel will confirm that you've been "upgraded" to your original booking category.

You've been completely, utterly Bonvoyed.

This happened to me at the Alfonso XIII this week- 5 days out my SNAs for a 5 night Award stay cleared and then - Poof- my reservation vanished- even my Ambassador could not see it.

I called the hotel and they assured me that they were “holding a beautiful Suite for” me.

Upon arrival they informed me that they actually upgraded me up from the SNA Suite type to a lovely Premium 1 BR Suite with 2 full baths and private view balcony.

So not all stories have a sad ending.

BTW- this is our 4th Marriott hotel so far on this trip to Spain- Hotel Arts, Maria Cristina, Madrid Westin Palace & now Alfonso have all been exceptional stays. Wonderful rooms, excellent service and gracious hospitality.
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Old Mar 17, 19, 9:07 am
  #889  
 
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Workaround functional as of 10 minutes ago. I applied it to a prepaid stay in Thailand in a couple of weeks.
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Old Mar 18, 19, 9:33 am
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I have a points stay booked at the St. Regis NYC this weekend.

If my SNA request doesn't clear 5 days out, is it realistic that it will clear at all? I'm debating updating it to include some of the other room types.
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Old Mar 18, 19, 1:08 pm
  #891  
 
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I wanted to give an update on some of my adventures with applying an SNA to an older reservation (and hopefully others getting the same error will find this useful)

When using the app or website or for the call center agents to apply an SNA I was getting a transaction failed message - I would also get emails confirming both the application of the SNA and its removal (essentially the SNAs would not be applied)

Speaking to the Titanium call centre this morning:
Call 1: tried applying for me, and when it failed, insisted that it was because I had an un-updated version of the app on my phone (despite the fact that she was the one applying it for me!). She insisted that deleting and reinstalling the app on my phone would make her system work.
Call 2: tried applying for me, and then told me that it was because no inventory was available. I tried to explain that SNAs only started to be cleared 5 days in advance but she wasn't having it. Insisted (speaking in a very slow and deliberate voice because I obviously didn't understand her the first few times she said it) that SNAs could only be applied if they could clear immediately and that there was no waitlisting.
Call 3: tried applying for me, and then told me that only certain rates were eligible for SNAs, and that award reservations for that particular hotel were probably excluded
Call 4: tried applying for me, and that's when the guy finally showed that he actually knew what he was talking about. We went through my profile together and there was an expired credit card. He said that that was usually the problem - we removed it - and then the SNA magically went through!

I really wish there was a way for me to submit a "job well done" award for the last call centre agent I spoke to. What a breath of fresh air when it is when the person actually knows what he's talking about or doing!
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Old Mar 18, 19, 3:53 pm
  #892  
 
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Interesting about expired card on profile although my profile dont have one.
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Old Mar 18, 19, 5:15 pm
  #893  
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I can't remember clearing inside of 5 days if I didn't clear right at the 5 day mark...
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Old Mar 18, 19, 5:48 pm
  #894  
 
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So we are hoping for a nice suite upgrade at the St. Regis Puerto Rico for a reservation less than 10 days from now. The 5 day window is quickly approaching. Can the crew here help me make sense of this note from Wiki from starwood lurker:
" 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. "

What system and inventory are SNAs looking for? The suites the SNA screen lets me apply to to which I am interested in are in this order: 1) St. Regis Suite, 2) Luxury Suite, 3) Astor Suite. Right now I have only checked the St. Regis suite as it is my top choice and it appears available for sale on marriott.com for my nights while the luxury suite and astor suite are not showing available for sale for my nights.

Should i go back and select Luxury Suite and Astor Suite? Or if St. Regis Suite is what I want, supposedly the hotel has many of them, and is my top choice should i only pick that? I am worried if I only pick St. Regis suite and for some reason its not available I am missing out on this other inventory/database of SNA approval for the Luxury or Astor suite.

It's confusing - any thoughts are appreciated.
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Old Mar 18, 19, 5:50 pm
  #895  
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Originally Posted by UA-NYC View Post
I can't remember clearing inside of 5 days if I didn't clear right at the 5 day mark...
I did recently with SR Bangkok stay - 2 days prior to arrival. This was one of my upgrade/downgrade fiascos.
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Old Mar 18, 19, 5:55 pm
  #896  
 
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We cleared at 4 days for the past weekend. And then, of course, it magically downgraded us from a 1 bedroom/2 bath suite to a queen/queen standard room. :roll eyes: They were able to straighten it out, even though we had to wait 2 hours for the suite. It was still worth it.
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Old Mar 19, 19, 8:02 am
  #897  
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Originally Posted by beofotch View Post
So we are hoping for a nice suite upgrade at the St. Regis Puerto Rico for a reservation less than 10 days from now. The 5 day window is quickly approaching. Can the crew here help me make sense of this note from Wiki from starwood lurker:
" 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. "
...
It's confusing - any thoughts are appreciated.
All too often people believe what they see online is the absolute truth and don't want to hear anything else. Reality is the website/app is merely a reduced copy of what is run in the back office and that's a reduced copy (although collection of many properties) of what the property carries. Also, properties are allowed to load more inventory than actually exists based upon statistics about no-shows and cancellations in order to maximize their bookings. Lastly, SNA are pulled from the property's SNA pool of rooms which may not contain all the rooms with the same category names and is not reflected in the website. I'm not sure if SPG could have built a more black-box process short of not confirming the upgrade at all (and since some properties fail to deliver confirmed upgrades, maybe they have).
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Old Mar 19, 19, 8:30 am
  #898  
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Originally Posted by wanderlust99 View Post
We cleared at 4 days for the past weekend. And then, of course, it magically downgraded us from a 1 bedroom/2 bath suite to a queen/queen standard room. :roll eyes: They were able to straighten it out, even though we had to wait 2 hours for the suite. It was still worth it.
perhaps we should start a wiki to list the hotels where we are running into downgrade issues and list whether and how it was resolved. I feel like these are rare occasions, but I would definitely book away from a hotel that has a history of pulling such stunts.
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Old Mar 19, 19, 12:13 pm
  #899  
 
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I was also told after 3 calls that non-refundable rates were not applicable for SNAs (checked the T&Cs...no mention of that). Thanks to European Pete's trick I got it to work, but get your ish together Marriott IT.
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Old Mar 19, 19, 12:56 pm
  #900  
 
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Update to my posts 866 and 870: happy ending, no Bonvoy! The hotel did have the reservation listed correctly in its own systems. There were some hotel-side hiccups when I arrived (the hotel didn't have the room ready at check-in time and wouldn't be able to get it ready for quite a bit), but the issues were clearly the hotel's own and not the reservation system's. The front desk agent even mentioned the suite night award and said that because I had the suite upgrade they couldn't put me into a lower-category room. And the hotel made up for its own issue with an appropriate service recovery. So I consider this a SNA success.

Also as another side note, after I checked in, the reservation reappeared in my app and online account as the "current" reservation. It still wasn't accessible there until the hotel actually checked me in but it did return eventually.
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