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

FAQ : Suite Night Awards - SNA - questions and discussion thread

Old Dec 19, 2018, 10:39 am
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: RedSun
IF YOU HAVE A PREPAID RATE, PLEASE READ THIS WIKI!
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. After SNAs are redeemed, they are removed from member's account. But they are in pending mode and will only be processed (confirmed or denied) about one week (normally 5 days) prior to actual stay. Any change to the reservation during this pending period may detach the SNAs. Check with reservation agent again to have SNAs re-attached again.
  4. After SNAs get cleared and confirmed, they are locked with the reservation. Any further changes to the reservation may break the confirmed SNAs. It is a hazard to ask agent to process SNAs again since the SNA processing window is closing
  5. 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.
  6. 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 DOESNT SEEM TO ALLOW, HERE IS A WORK-AROUND. GOOD LUCK!

https://www.flyertalk.com/forum/30575978-post541.html

Originally Posted by EuropeanPete
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 someone 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/

How to cancel an Award request:

Suite Night Award requests may be canceled until 2 p.m. local hotel time the day before you arrive, as long as the Awards have not already been confirmed for use on a reservation. Once your Awards have been confirmed, you must cancel the entire reservation to receive credit back for all the Awards; however, after 2 p.m. local hotel time the day before you arrive, a reservation cancellation will result in the forfeiture of all Suite Night Awards applied to the entire reservation. This is in addition to any other cancellation fees applicable to the reservation itself.

NOTE: Always detach the SNA before cancelling a reservation. It's the only way to ensure your SNA is returned to your account immediately. Otherwise, you could be waiting hours/days to see your SNA again.

Print Wikipost

FAQ : Suite Night Awards - SNA - questions and discussion thread

Old Mar 28, 2019, 7:11 am
  #916  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Da Amb, Hyatt Glob
Posts: 15,471
I didn’t apply my SNAs at Moana Surfrider as I was booked into a tower room (city view) and the best SNA option offered was tower room with ocean view. I wrote to hotel and explained why I didn’t use my SNA and asked to be considered for suite upgrade. I was pre-upgraded to Banyan Suite about a week before arrival. ^
damon88, jeepie and Kacee like this.
margarita girl is offline  
Old Mar 28, 2019, 9:27 am
  #917  
SPG 5+ Badge
 
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Is there a list of hotels that dont allow SNAs?
damon88 is offline  
Old Mar 28, 2019, 9:30 am
  #918  
FlyerTalk Evangelist
 
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Originally Posted by damon88
Is there a list of hotels that dont allow SNAs?
My guess is that list would be much longer than those that do.

Sorry, I had to do it.
RogerD408 is offline  
Old Mar 28, 2019, 9:37 am
  #919  
FlyerTalk Evangelist
 
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,139
Originally Posted by swintec
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.
The problem is when the 'premium' rooms are the only option and not in addition to the suites... and when the 'premium' offered room is nothing special.
rylan is offline  
Old Mar 28, 2019, 10:06 am
  #920  
 
Join Date: Oct 2017
Location: ORD
Programs: United Platinum, Marriott Titanium, Hilton Diamond, Hertz PC, Avis Preferred Plus
Posts: 79
I have to say I'm a little disappointed with the e-mail communications about the SNAs. It wasn't until 2 days after my stay that I received an email stating that they weren't able to confirm my SNA, and on top of that the e-mail stated that I'd only be receiving 1 SNA credited back to my account instead of the 2 that I tried to use..

Thankfully though everything credited back correctly despite their message.
flandery is offline  
Old Mar 29, 2019, 4:06 am
  #921  
 
Join Date: Nov 2018
Programs: Cathay Pacific DM, Krisflyer PPS, Marriott Titanium
Posts: 7
Called Marriott Customer Service and it seems that SNAs cannot be applied to pre-paid non refundable bookings. Doesn't seem to be a Marriott IT issue but perhaps a restriction imposed by Marriott? Anyone able to shed some light on this? Thanks guys!
clementnick1988 is offline  
Old Mar 29, 2019, 6:25 am
  #922  
 
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,777
I did have some prepaid booking that allow for SNA.
Whether the SNA can be successfully applied or it will be cancelled automatically, I'm not sure as I didn't plan to apply the SNA for these stays.

I hope the current SNA is just IT glitch as it would reduce the value of SNA if it can only be applied to flexible booking.
kaizen7 is offline  
Old Mar 29, 2019, 7:49 am
  #923  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Da Amb, Hyatt Glob
Posts: 15,471
Originally Posted by clementnick1988
Called Marriott Customer Service and it seems that SNAs cannot be applied to pre-paid non refundable bookings. Doesn't seem to be a Marriott IT issue but perhaps a restriction imposed by Marriott? Anyone able to shed some light on this? Thanks guys!
This issue is covered in the wiki as well as a work around. Yes it is a Bonfire IT issue. Silly you thinking CS could help!
margarita girl is offline  
Old Mar 29, 2019, 10:29 am
  #924  
FlyerTalk Evangelist
 
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Originally Posted by clementnick1988
Called Marriott Customer Service and it seems that SNAs cannot be applied to pre-paid non refundable bookings. Doesn't seem to be a Marriott IT issue but perhaps a restriction imposed by Marriott? Anyone able to shed some light on this? Thanks guys!
Yes, CSRs are very quick to excuse the error and not do the work to get it done. Do read the WiKi to see how to do it.
RogerD408 is offline  
Old Mar 29, 2019, 10:56 am
  #925  
 
Join Date: Apr 2017
Location: Bay Area - East Bay
Programs: UA 1k, AS 75k, Marriott Platinum, Hyatt Explorist
Posts: 633
Apologies if this has been covered before, I wasn't having any luck with search. Can you apply SNAs over only part of a stay? If you apply to 3 out of 5 nights and they clear, how does that work exactly, do you switch rooms?
zymm is offline  
Old Mar 29, 2019, 11:08 am
  #926  
FlyerTalk Evangelist
 
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Originally Posted by zymm
Apologies if this has been covered before, I wasn't having any luck with search. Can you apply SNAs over only part of a stay? If you apply to 3 out of 5 nights and they clear, how does that work exactly, do you switch rooms?
No, SNAs must cover the entire stay. SNAs are a per night benefit, so even if you could use them for part of a stay, why would you expect to keep the same upgraded room for the other nights?

Now that does present an interesting idea for a new benefit: Cheap Night Rate. You book a suite or upgraded room and then you get their lowest room rate available for one or more nights. Then you don't have to worry about available inventory. You get the room you want. No games to be played by either side, although I'm sure some will find a way.
zymm likes this.

Last edited by RogerD408; Mar 29, 2019 at 11:13 am
RogerD408 is offline  
Old Mar 29, 2019, 11:10 am
  #927  
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
 
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; IHG Plat; Hilton Diamond
Posts: 11,721
From the SNA T&Cs:

"Suite Night Awards may be used only when there are enough in the members account so that one is applied to every night of the reservation."
zymm likes this.
hhoope01 is offline  
Old Mar 29, 2019, 3:57 pm
  #928  
 
Join Date: May 2010
Location: Earth ... for now
Programs: UA 2MM * Marriott Ambassador LT Titanium * IHG Diamond Ambassador * Hilton Diamond *
Posts: 1,779
Currently, the SNA request system seems to be broken (at least for prepaid rates).

I can't apply the SNAs online and my Ambassador can't do it either, even after a week.

As a note; it was always working fine on www.spg.com

Last edited by UASPG; Mar 29, 2019 at 9:46 pm
UASPG is offline  
Old Mar 29, 2019, 6:00 pm
  #929  
 
Join Date: Aug 2011
Programs: Marriott Bonvoy Ambassador
Posts: 598
I (stupidly) applied an SNA to a reservation in one week, at a property that just went up in points...now the reservation is showing 100,000 points more and there is a warning banner that says they have the right to cancel the reservation because I don't have the required points, even though the original point amount was deducted months ago...should I just try to contact Marriott and hope I get a CSR who knows what they're doing?
svo242 is offline  
Old Mar 31, 2019, 12:29 pm
  #930  
Marriott 5+ BadgeHyatt Contributor Badge
 
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
Originally Posted by Kacee
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.
I was given a rather tiny room here. Surely they have a suite for an Ambassador guest, you'd think.

Not that I care at such a lousy hotel
helvetic is offline  

Thread Tools
Search this Thread

Contact Us - Manage Preferences - Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service -

This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2024 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.