Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Marriott | Marriott Bonvoy
Reload this Page >

SNA (Suite Night Award) General Discussion and Question Thread

SNA (Suite Night Award) General Discussion and Question Thread

    Hide Wikipost
Old May 29, 19, 11:44 am   -   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: CLEguy
Wiki Link
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/
Print Wikipost

Reply

Old Mar 21, 19, 1:41 am
  #901  
 
Join Date: Apr 2003
Location: CLT
Programs: AA ExPlat, Hyatt Globalist, Bonvoy Lifetime Titanium
Posts: 1,415
Thanks for taking the time time to respond It is indeed a black box.

For you or others here: If a SNA does "clear" 5 days out roughly what time does the email notification come out? Is it a set time eastern time 5 days out? Does it vary?

Originally Posted by RogerD408 View Post
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).
beofotch is offline  
Reply With Quote
Old Mar 21, 19, 2:33 am
  #902  
SPG 5+ Badge
 
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond (C) Hyatt Explorist (M)
Posts: 2,422
I just checked my last one and it was sent at 1:09 PM Spain time 5 days prior. IIRC I usually get my SNA confirmations very early in the morning when I am home in the US (PST) so that would correlate.
damon88 is offline  
Reply With Quote
Old Mar 24, 19, 2:42 pm
  #903  
 
Join Date: Oct 2009
Location: Maine
Posts: 441
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.
I just got back from a 6 night points stay here. Very nice property. As for your SNA question, I applied SNAs awhile back. SNAs didnot clear at the 5 day mark so I figured all hope was lost but the next day at the 4 day mark, I received a success email shortly after 2 PM EST. I had chosen the top 2 suites as my options and was successful in getting a St. Regis Suite. Side note, with this suite selling for $2400 a night during my stay, combined with the 5th night free benefit i managed to get a value of 4 cents per point out of the points used on this redemption.

I have to wonder if I would have received this upgrade anyways.

At check in, the agent mentioned we have upgraded you to a st regis suite (if this was out of their hands, why would they state the same things they say for regular, non-SNA room upgrades?). All of the evidence we have seen lately really makes me think this whole process isnt as "black box" as some keep saying and really depends on the property to execute.

Either way, its a great property with a great breakfast spread.
swintec is offline  
Reply With Quote
Old Mar 25, 19, 5:48 pm
  #904  
 
Join Date: Mar 2019
Posts: 2
Originally Posted by swintec View Post
I just got back from a 6 night points stay here. Very nice property. As for your SNA question, I applied SNAs awhile back. SNAs didnot clear at the 5 day mark so I figured all hope was lost but the next day at the 4 day mark, I received a success email shortly after 2 PM EST. I had chosen the top 2 suites as my options and was successful in getting a St. Regis Suite. Side note, with this suite selling for $2400 a night during my stay, combined with the 5th night free benefit i managed to get a value of 4 cents per point out of the points used on this redemption.
I'm having the same issue with this property. What day of the week did it clear? I'm now three days out. The fifth day out was Saturday. I was told on the phone by the local hotel today that "the person who handles SNAs does not work weekends." Still anxiously waiting.
TDRAL is offline  
Reply With Quote
Old Mar 25, 19, 5:56 pm
  #905  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 39,930
Originally Posted by TDRAL View Post
I was told on the phone by the local hotel today that "the person who handles SNAs does not work weekends."
The party line has been that these are not executed at the property level, but rather are processed by "the system."

I'm not sure any of us truly knows how these are actually being handled now.
Kacee is online now  
Reply With Quote
Old Mar 25, 19, 6:06 pm
  #906  
 
Join Date: Oct 2009
Location: Maine
Posts: 441
Originally Posted by Kacee View Post
The party line has been that these are not executed at the property level, but rather are processed by "the system."

I'm not sure any of us truly knows how these are actually being handled now.
As I posted here, https://www.flyertalk.com/forum/30799616-post755.html I really think properties are handling these now.

" Hotels must have GXP and One Yield to participate in SNAs"
and
"Only the Suite Night Awards choice requires property execution, where available. All other choices are delivered above property."
swintec is offline  
Reply With Quote
Old Mar 25, 19, 6:49 pm
  #907  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 39,930
Originally Posted by swintec View Post
As I posted here, https://www.flyertalk.com/forum/30799616-post755.html I really think properties are handling these now.
It feels that way. Would be nice to have some clarification.
Kacee is online now  
Reply With Quote
Old Mar 25, 19, 7:29 pm
  #908  
 
Join Date: Dec 2016
Location: San Francisco
Programs: United, SPG, Marriott, Hilton
Posts: 14
Originally Posted by eyeball1 View Post
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.
If possible, I found something worse at Kauai Sheraton. For the dates I checked (an award stay), the upgrade is only for a different bed type. The SNA pool only includes Deluxe Garden View, 2 Queen beds rooms. For award stays, the hotels is only allowing bookings for the Deluxe Garden View, King bed rooms.


friscotrvlr likes this.
climbingbear is offline  
Reply With Quote
Old Mar 26, 19, 9:53 am
  #909  
FlyerTalk Evangelist
 
Join Date: Sep 2007
Location: BOS
Programs: DL DM 1MM, Marriott LT Titanium, Hertz PC
Posts: 11,930
Can we start a wiki, either in this thread or a new one for a list of hotels that are not offering real suites (or in some cases anything) with SNAs? The above example of only offering minor room view upgrades is an insult to the purpose of using an SNA.

I'll start.
The following hotels either do not participate in the SNA program, or only offer minor view/room choices and not real suites.

Boston Marriott Copley
rylan is offline  
Reply With Quote
Old Mar 26, 19, 9:58 am
  #910  
 
Join Date: Oct 2009
Location: Maine
Posts: 441
Originally Posted by rylan View Post
Can we start a wiki, either in this thread or a new one for a list of hotels that are not offering real suites (or in some cases anything) with SNAs? The above example of only offering minor room view upgrades is an insult to the purpose of using an SNA.

I'll start.
The following hotels either do not participate in the SNA program, or only offer minor view/room choices and not real suites.

Boston Marriott Copley
The yearly gift website where you select SNAs for your gift do not specify only suites, they also say can be used on premium rooms. dont know if that has always been their though.
swintec is offline  
Reply With Quote
Old Mar 26, 19, 10:28 am
  #911  
 
Join Date: Feb 2019
Posts: 33
Originally Posted by swintec View Post
The yearly gift website where you select SNAs for your gift do not specify only suites, they also say can be used on premium rooms. dont know if that has always been their though.
Marriott Bonvoy, where the "SUITE night awards" are upgrades from a room with 2 double beds that overlooks the HVAC units to a room with 2 double beds that overlooks the service entrance.

I already detailed my story of getting an SNA award at the Dolphin (WDW) from 2 double beds with no view to one with a view.
friscotrvlr is offline  
Reply With Quote
Old Mar 26, 19, 11:03 am
  #912  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 39,930
I just had SNA fail to clear at Sheraton LAX Gateway, which I find absolutely incomprehensible given the number of suites at this property. My suspicion is they're not making any available for confirmed in advance upgrades. Have always gotten one at check-in, so will just hope that streak holds.
Kacee is online now  
Reply With Quote
Old Mar 27, 19, 1:47 pm
  #913  
FlyerTalk Evangelist
 
Join Date: Sep 2007
Location: BOS
Programs: DL DM 1MM, Marriott LT Titanium, Hertz PC
Posts: 11,930
Originally Posted by swintec View Post
The yearly gift website where you select SNAs for your gift do not specify only suites, they also say can be used on premium rooms. dont know if that has always been their though.
I do not classify a slightly improved room as a reasonable benefit or worth selecting and using SNAs. As others mentioned, getting a marginally better 'view' should not constitute a hotel's participation in the program.
rylan is offline  
Reply With Quote
Old Mar 27, 19, 2:12 pm
  #914  
 
Join Date: Oct 2009
Location: Maine
Posts: 441
Originally Posted by rylan View Post
I do not classify a slightly improved room as a reasonable benefit or worth selecting and using SNAs. As others mentioned, getting a marginally better 'view' should not constitute a hotel's participation in the program.
I don't disagree with you but at the end it the day it's the house rules that we are stuck with (or move on from).

At least they tell you in the description of SNAs that premium rooms are an option in addition to suites now.
ExArkie likes this.
swintec is offline  
Reply With Quote
Old Mar 27, 19, 10:04 pm
  #915  
FlyerTalk Evangelist
 
Join Date: Apr 2013
Location: SFO
Programs: UA 1K 1MM; AS MVPG; Marriott Plat Premier; Hilton Diamond (Aspire); Hyatt Refugeeist
Posts: 39,930
Originally Posted by Kacee View Post
I just had SNA fail to clear at Sheraton LAX Gateway, which I find absolutely incomprehensible given the number of suites at this property. My suspicion is they're not making any available for confirmed in advance upgrades. Have always gotten one at check-in, so will just hope that streak holds.
And pre-upgraded day of arrival to one of the corner suites. Enjoying the tarmac views right now

Big fan of this property (even if they don't confirm SNAs).
Kacee is online now  
Reply With Quote

Thread Tools
Search this Thread