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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
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
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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 4, 19, 5:10 pm
  #961  
 
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Originally Posted by callmedtop View Post
@Kacee, looks like I am about to go through the same saga as you did with the StR NY. Got an email today my SNAs cleared for my 5 night stay coming up on 4/4, but the reservation disappeared. I called the hotel and they confirmed that the SNA did clear, but couldn’t tell me what room category. They also said that I chose to have my SNA work on suites and premium rooms, which is certainly not true. I asked for them to send me a confirmation email, but its been 4 hours and I’ve gotten nothing. Here we go...
All's well that ends well - was upgraded further at check-in from the Madison Suite that finally showed up on my app a few days ago to the St. Regis Suite. It's fantastic!
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Old Apr 4, 19, 6:21 pm
  #962  
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Originally Posted by callmedtop View Post
All's well that ends well - was upgraded further at check-in from the Madison Suite that finally showed up on my app a few days ago to the St. Regis Suite. It's fantastic!
Great to hear. Will be here soon.
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Old Apr 4, 19, 8:10 pm
  #963  
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Originally Posted by GoCanes View Post
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.
Did you see the red print in the wiki? I’ve often had SNAs not clear and the hotel still upgraded me to a suite, usually a better one. At check in, I just say I applied an SNA and it didn’t clear. Do they have an alternative suite for me? Almost always works and my SNA is returned for future use.
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Old Apr 5, 19, 4:44 am
  #964  
 
Join Date: Aug 2015
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Tried to use 5 SNAs at the Sheraton SLC this week, I only checked the box beside the Chairmans suite, I get to the hotel and they tell me that room is sold out and they have me in some other suite, no thanks. Now I have to go through support to get my SNAs back ugggh
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Old Apr 5, 19, 8:29 am
  #965  
 
Join Date: Feb 2018
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Should the hotel handle the SNA refund if they failed to provide the suite? And supposedly some compensation as service recovery?
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Old Apr 5, 19, 8:34 am
  #966  
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Originally Posted by kaizen7 View Post
Should the hotel handle the SNA refund if they failed to provide the suite?
The hotel can handle the SNA refund. So can the lurkers here.
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Old Apr 5, 19, 5:57 pm
  #967  
 
Join Date: Nov 2017
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Successful sna use at the Gaylord palms for the deluxe suite. Cleared at the five day mark

no issues but this is the first time I’ve used a sna so let’s see how the stay works out
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Old Apr 6, 19, 3:20 am
  #968  
 
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Originally Posted by Marriott Bonvoy Lurker View Post
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.
Thanks. I just emailed you on the info required.
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Old Apr 6, 19, 9:09 am
  #969  
 
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Originally Posted by kaizen7 View Post
Should the hotel handle the SNA refund if they failed to provide the suite? And supposedly some compensation as service recovery?
The hotel told me to write in they could not do it they said, she seemed surprised I was able to choose what type of upgrade I wanted. I was told I was upgraded to a deluxe room on the Club floor, I told her I am a Titatium member why would I use a SNA on that ? I should get that for free.
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Old Apr 7, 19, 3:48 pm
  #970  
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On a positive note, SNA’s are not completely broken. I used an SNA at the Marriott Momi Bay in Fiji to go from a basic room in a block to an overwater “bure”. It’s like an entirely different hotel and the process went smoothly with my reservation showing up as an Overwater bungalow on check-in.

In terms of how improved the room is, this could be the best use of SNA’s I’ve yet found in the system (things like Gritti Palace base rooms are hardly terrible even if the suite is even grander).
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Old Apr 7, 19, 4:10 pm
  #971  
 
Join Date: Sep 2012
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SNA also worked properly with a stay at the Sydney Marriott at Circular Quay. We had the base room reserved, put in for a Suite with Opera House view, and received it on opening of the SNA period It stuck all the way through and we received the proper room on check-in.
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Old Apr 7, 19, 4:21 pm
  #972  
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Originally Posted by EuropeanPete View Post
On a positive note, SNA’s are not completely broken. I used an SNA at the Marriott Momi Bay in Fiji to go from a basic room in a block to an overwater “bure”. It’s like an entirely different hotel and the process went smoothly with my reservation showing up as an Overwater bungalow on check-in.

In terms of how improved the room is, this could be the best use of SNA’s I’ve yet found in the system (things like Gritti Palace base rooms are hardly terrible even if the suite is even grander).
Please post a review on the property specific thread.
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Old Apr 7, 19, 4:54 pm
  #973  
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Originally Posted by hockeyinsider View Post
Please post a review on the property specific thread.
I've got at least a couple more stays here over the next few weeks, so I will do in due course. It's a family resort and I usually try to avoid family resorts, so I will try to be objective
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Old Apr 7, 19, 5:00 pm
  #974  
 
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The SNA workaround is still working as per today.

Apply 2 SNA for a stay at JW Singapore in June.
Selecting Premier Marina Bay Suite only.
Great if it successful, but I dont really care if its not
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Old Apr 7, 19, 6:37 pm
  #975  
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Is there an 'SNA Sweep' at a certain time daily or does it run multiple times per day? Just wondering if anyone knows if there is a certain time when the system checks and processes/upgrades those on the SNA waitlist.
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