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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 May 29, 19, 11:44 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 Apr 3, 19, 7:21 am
  #946  
 
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I would say, for a confirmed reservation issues, its better to call the hotel directly instead of calling Marriott.
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Old Apr 3, 19, 9:24 am
  #947  
 
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What if the room awarded to me, through an SNA request, is not called a suite? I've been awarded an upgrade to a "cool corner room" and yet there is no mention of it being a suite. There are suites in the hotel.
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Old Apr 3, 19, 9:26 am
  #948  
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Originally Posted by Old Hickory View Post
What if the room awarded to me, through an SNA request, is not called a suite? I've been awarded an upgrade to a "cool corner room" and yet there is no mention of it being a suite. There are suites in the hotel.
Demand a suite at check-in or a refund of your SNAs. Contact Marriott customer service to have SNAs refunded if they don't upgrade you to a suite.
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Old Apr 3, 19, 9:56 am
  #949  
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Do SNAs expire one year from selection or at the end of following year?
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Old Apr 3, 19, 9:58 am
  #950  
 
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Originally Posted by Old Hickory View Post
What if the room awarded to me, through an SNA request, is not called a suite? I've been awarded an upgrade to a "cool corner room" and yet there is no mention of it being a suite. There are suites in the hotel.
You have to choose which rooms you are fine with when you apply the SNAs...did you select the "cool corner room" at the start? As the text about SNAs indicate, they are not limited to just "suites"..."premium" rooms are now in the mix as well for whatever reason.
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Old Apr 3, 19, 10:10 am
  #951  
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Originally Posted by swintec View Post
You have to choose which rooms you are fine with when you apply the SNAs...did you select the "cool corner room" at the start? As the text about SNAs indicate, they are not limited to just "suites"..."premium" rooms are now in the mix as well for whatever reason.
If the reservation was made before the property switched over to the Marriott platform (Dec. 14 for many SPG brands), the specific room requests were all lost and can no longer be retrieved. Which means from the property's perspective, any upgrade, no matter how minimal, complies with the SNA request. Marriott's wonderful IT in action . . .
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Old Apr 3, 19, 10:24 am
  #952  
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Originally Posted by TerryK View Post
Do SNAs expire one year from selection or at the end of following year?
SNAs are good through 12/30 to following year.
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Old Apr 3, 19, 10:41 am
  #953  
 
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Recently had a couple stays at the JW Marriott Grosvenor House in London, UK. Our first stay we were given an upgrade to a Premium Park View suite without an SNA request. When returning to London 3 nights later for 3 nights, we initiated a SNA request and were given the choice of rooms to redeem for if available. We were cleared and upgraded to an Executive Suite (absolutely fabulous btw) a couple days in advance for our stay. This was our first experience using SNA certs being a legacy MR member.
Happy to say I was pleased with the process and the outcome. The experience at the JW didn't disappoint either!
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Old Apr 3, 19, 12:23 pm
  #954  
 
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Originally Posted by swintec View Post
You have to choose which rooms you are fine with when you apply the SNAs...did you select the "cool corner room" at the start? As the text about SNAs indicate, they are not limited to just "suites"..."premium" rooms are now in the mix as well for whatever reason.
Okay. Thanks for your reply.
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Old Apr 3, 19, 12:25 pm
  #955  
 
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Originally Posted by BillBurn View Post
Demand a suite at check-in or a refund of your SNAs. Contact Marriott customer service to have SNAs refunded if they don't upgrade you to a suite.
Yea. I thought I would wait until arrival to see what room I got and then go from there.
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Old Apr 4, 19, 6:56 am
  #956  
 
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Originally Posted by kaizen7 View Post
I would say, for a confirmed reservation issues, its better to call the hotel directly instead of calling Marriott.
thanks for your advice. Just contacted the property, they did see 3 reservations under my name and helped me cancel the 2 that were not made by me. The incorrect charge will be used as credit towards my actual reservation.

One question still unanswered is whether sna will produce additional reservations? I have read posts on reservation gone missing but not this.

thanks
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Old Apr 4, 19, 7:21 am
  #957  
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Originally Posted by botfly View Post
One question still unanswered is whether sna will produce additional reservations? I have read posts on reservation gone missing but not this.
It shouldn't, but Marriott is full of surprises.
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Old Apr 4, 19, 9:43 am
  #958  
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Originally Posted by botfly View Post


thanks for your advice. Just contacted the property, they did see 3 reservations under my name and helped me cancel the 2 that were not made by me. The incorrect charge will be used as credit towards my actual reservation.

One question still unanswered is whether sna will produce additional reservations? I have read posts on reservation gone missing but not this.

thanks
Our apologies for the inconvenience, if you will send us the details (confirmation/cancellation numbers, account number, etc) to the email address below, we would like to look into what may have happened here.
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Old Apr 4, 19, 9:46 am
  #959  
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Originally Posted by botfly View Post
Thanks, I just mobile checked in with my original reservation which has the upgraded room type. Now things started to get a bit interesting. My credit card just got charged ( or authorizated?) the amount of one of the 2 other reservations not made by me. Should I cancel the 2 reservations or they will disappear later?
Originally Posted by botfly View Post


thanks for your advice. Just contacted the property, they did see 3 reservations under my name and helped me cancel the 2 that were not made by me. The incorrect charge will be used as credit towards my actual reservation.

One question still unanswered is whether sna will produce additional reservations? I have read posts on reservation gone missing but not this.

thanks
Unless your stay is coming up real soon, I would not allow the charge to remain. Making them go through the process to issue a credit may help reinforce the need for them to be more careful how they handle reservations. I'd first give them a chance to issue the credit as that would be cheapest for them. If they refuse, then contest the charge with your CC and they will incur an additional fee. I am all for being a nice guy, but sometimes lessons need to be painful before they learn.
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Old Apr 4, 19, 2:30 pm
  #960  
 
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Been trying to use my SNA's for an upcoming stay in Palm Desert at the JW Marriott. Hotel tells me they have a number of suites available and I have checked off multiple suites. I am scheduled to arrive on Saturday and nothing has cleared. Called Marriott Res and they cannot explain the inventory. I called the hotel and they said they are at the mercy of the computer. Bottom line, I don't think I will get my upgrade and then folks will get upgraded at check-in without SNA's... how does this create any sense of fairness? Using my awards has just been a miserable experience. Not to mention my room keeps showing 8 guests instead of 4. No one can explain why. They cancelled and rebooked and same problem. Just stinks.
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