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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 Jun 15, 19, 4:56 am
  #1111  
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Originally Posted by pokee View Post
And as long as I cancel the reservation while the SNA is a "request" and not "confirmed", the SNAs be deposited back into my account, correct?
Even if upgrade is confirmed, you can cancel the reservation up to 2 pm hotel time the day before arrival and get your SNAs back (assuming your room rate allows the cancel). This is very clearly explained in the email Marriott sends when you apply the SNAs.
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Old Jun 15, 19, 4:58 am
  #1112  
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I was looking at my reservations for St Regis Florence and Westin Florence and my SNAs are still attached but no rooms have been selected! I see the following message.

Unfortunately, availability has changed since your last request. The good news is that we still have great rooms for you. Please select your favorite ones below.
The largest “suite” offered is now 377 sq ft at both properties. I made my selections when I made my reservations last Oct and I’m sure I would have selected larger suites and not the 377 sq ft ones.

Lurkers, any idea what happened here? Is the property allowed to withdraw suites from the SNA pool? Why was I not advised of this? Is it the guest’s responsibility to keep checking the reservation to make sure that their SNAs are still attached to a particular room type?
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Old Jun 15, 19, 5:03 am
  #1113  
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Originally Posted by margarita girl View Post
The largest “suite” offered is now 377 sq ft at both properties. I made my selections when I made my reservations last Oct and I’m sure I would have selected larger suites and not the 377 sq ft ones.
Everything got messed up when the SPG properties switched to the Marriott reservation system late last year. And there are basically no enforceable rules that the properties are required to follow in terms of how they treat those reservations.
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Old Jun 15, 19, 5:46 am
  #1114  
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I wouldn't put much stock in the mail Marriott sends when one applies SNAs being the final/accurate word...it also says it will keep trying until 24 hours out (IIRC), but that didn't stop a property from canceling and returning my SNAs at 5 days out a couple weeks ago.
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Old Jun 15, 19, 6:04 am
  #1115  
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It increasingly seems likely to me that Marriott has done away with the automated system (like Your24s), and with limited effort in training this has resulted in a lot more randomness, as one would expect.

There are too many reports here of different types of non compliance for it to be a series of bugs this time, surely.
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Old Jun 15, 19, 6:15 am
  #1116  
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Originally Posted by UA-NYC View Post
I wouldn't put much stock in the mail Marriott sends when one applies SNAs being the final/accurate word...it also says it will keep trying until 24 hours out (IIRC), but that didn't stop a property from canceling and returning my SNAs at 5 days out a couple weeks ago.
On the specific question whether your SNA will be returned (which is the question answered), the email is accurate.
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Old Jun 15, 19, 8:15 pm
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Originally Posted by UA-NYC View Post
I wouldn't put much stock in the mail Marriott sends when one applies SNAs being the final/accurate word...it also says it will keep trying until 24 hours out (IIRC), but that didn't stop a property from canceling and returning my SNAs at 5 days out a couple weeks ago.
Would be interesting to know what caused the SNA cancelled 5 days out.
I got one of my SNA approved on the last minute. well past the 2pm one day before check in hotel time.
The reservation was updated on the morning of check in date and the email was arrive not long after.
Not sure if the delay is caused by Marriott IT delay or property just approve it on that time.
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Old Jun 16, 19, 2:26 pm
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Curious if anyone has had success getting a SNA approved for Springhill Suites, or are those just auto-cancelled 5 days out, being that the hotel type is "all suite" anyway?

I've requested one for a new hotel - Springhill Suites Panama City Beach - opens in a couple of weeks. There were plenty of options for selection (bigger rooms, view, etc), since with points I was only able to request the lowest level room.
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Old Jun 16, 19, 10:27 pm
  #1119  
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Originally Posted by margarita girl View Post
I was looking at my reservations for St Regis Florence and Westin Florence and my SNAs are still attached but no rooms have been selected! I see the following message.



The largest “suite” offered is now 377 sq ft at both properties. I made my selections when I made my reservations last Oct and I’m sure I would have selected larger suites and not the 377 sq ft ones.

Lurkers, any idea what happened here? Is the property allowed to withdraw suites from the SNA pool? Why was I not advised of this? Is it the guest’s responsibility to keep checking the reservation to make sure that their SNAs are still attached to a particular room type?

Could you please share the booking numbers, stay periods and screenshots of the message to us via below email address so we can check for you?

Please let us know if you need further assistance.

Best Regards,

Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
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Old Jun 17, 19, 9:14 pm
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I am really going off SNAs.Went to attach 2 to a booking at the Westin South Coast Plaza.Have booked a king room.The room offered is a 2 queen bed room,no suite options.Thanks but no thanks.
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Old Jun 18, 19, 12:37 pm
  #1121  
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CAUTION

It has been confirmed that properties may withdraw certain suite/room types from the SNA pool after you've made your choices, leaving you with no checked options. When you look at your reservation online, you will still see this:

We're working on your upgrade.
Your Suite Night request is pending.
However, when you click on MODIFY/CANCEL REQUEST, you will get this warning with no options checked off, and no chance at your SNA ever clearing!

Unfortunately, availability has changed since your last request. The good news is we still have great rooms for you. Please select your favorite ones below.
So make sure you periodically review your SNA choices to make sure your options haven't changed. In my case, two Florence properties (St Regis and Westin) withdrew all but their miniscule suites (377 sq ft) from the SNA pool, none of which I had chosen, so nothing was checked off.
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Old Jun 18, 19, 5:28 pm
  #1122  
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Originally Posted by margarita girl View Post
It has been confirmed that properties may withdraw certain suite/room types from the SNA pool after you've made your choices, leaving you with no checked options. When you look at your reservation online, you will still see this:



However, when you click on MODIFY/CANCEL REQUEST, you will get this warning with no options checked off, and no chance at your SNA ever clearing!



So make sure you periodically review your SNA choices to make sure your options haven't changed. In my case, two Florence properties (St Regis and Westin) withdrew all but their miniscule suites (377 sq ft) from the SNA pool, none of which I had chosen, so nothing was checked off.

WOW. Thanks for the heads up MG

checking right now!
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Old Jun 18, 19, 6:52 pm
  #1123  
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Originally Posted by margarita girl View Post
It has been confirmed that properties may withdraw certain suite/room types from the SNA pool after you've made your choices, leaving you with no checked options. When you look at your reservation online, you will still see this:



However, when you click on MODIFY/CANCEL REQUEST, you will get this warning with no options checked off, and no chance at your SNA ever clearing!



So make sure you periodically review your SNA choices to make sure your options haven't changed. In my case, two Florence properties (St Regis and Westin) withdrew all but their miniscule suites (377 sq ft) from the SNA pool, none of which I had chosen, so nothing was checked off.

So no issues of withdrawn Suites but very weirdly when I checked the St Regis Hong Kong the 2 Suite Options were NOT checked- just a lower room type. I changed it which resulted in my SNAs being cancelled and returned to my account and then reapplied.

I am super grateful I checked today. You know I never have ever checked before and I would have been super bummed if I had no chance at the Suites.

So Thank You!!!

(only downside is that I now will be forever paranoid going forward)
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Old Jun 18, 19, 8:12 pm
  #1124  
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Originally Posted by damon88 View Post



So no issues of withdrawn Suites but very weirdly when I checked the St Regis Hong Kong the 2 Suite Options were NOT checked- just a lower room type. I changed it which resulted in my SNAs being cancelled and returned to my account and then reapplied.

I am super grateful I checked today. You know I never have ever checked before and I would have been super bummed if I had no chance at the Suites.

So Thank You!!!

(only downside is that I now will be forever paranoid going forward)
Interesting. I presume you selected the suites and not that lower room type in the first place. So who’s mucking with the SNA requests?

At least there was a plausible explanation for why nothing was checked on my SNA submissions.

As as far as being paranoid, I think with Marriott running the show, it’s always good to keep your guard up. Stay in defensive mode. Keep spreadsheets and screenshot everything.

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Old Jun 18, 19, 8:28 pm
  #1125  
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Originally Posted by margarita girl View Post


Interesting. I presume you selected the suites and not that lower room type in the first place. So who’s mucking with the SNA requests?

At least there was a plausible explanation for why nothing was checked on my SNA submissions.

As as far as being paranoid, I think with Marriott running the show, it’s always good to keep your guard up. Stay in defensive mode. Keep spreadsheets and screenshot everything.


No idea.

It never even dawned on me to doublecheck my requests. But yes- screenshots screenshots screenshots!
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