Dec 19, 2018, 10:39 am
Last edit by: RedSun
IF YOU HAVE A PREPAID RATE, PLEASE READ THIS WIKI!
Recommended SNA Best Practices:
- 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.
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.- 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.
- 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
- 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.
- 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 WORK-AROUND. GOOD LUCK!
https://www.flyertalk.com/forum/30575978-post541.html
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.
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.
FAQ : Suite Night Awards - SNA - questions and discussion thread
Jan 3, 2019, 9:46 pm
#571
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Has anyone ever used 5 Suite Night Awards as part of a 7 night stay?
We have a 7 night stay at Prague Marriott in September, I have 5 SNAs. I was thinking I could break up the reservation, 5 nights and 2 nights. I realize I may have to move rooms for the last 2 nights but would love to use the Suite nights there? Anyone see any glitches with this? Thanks in advance
We have a 7 night stay at Prague Marriott in September, I have 5 SNAs. I was thinking I could break up the reservation, 5 nights and 2 nights. I realize I may have to move rooms for the last 2 nights but would love to use the Suite nights there? Anyone see any glitches with this? Thanks in advance
There is no problem doing this- we have done this several times. And the hotel will typically make an effort to keep you in the same room.
Jan 4, 2019, 2:44 pm
#572
Join Date: Apr 2016
Location: Ontario, Canada
Programs: Marriott Titanium
Posts: 154
A
My reservation was a points redemption.
I just went ahead and cancelled the previous 7 night reservation, booked 5 nights (5th night free) and applied the 5 SNAs to that reservation, chose the top 2 available upgrades, it was accepted. I booked the 6th night on a separate reservation and the 7th night under my husband’s name as he had a 35k free night to use. I’m hoping I can email the hotel ahead to co-ordinate these 3 reservations!
I figure I am guaranteed the first 5 nights in a suite and will hope (I have Platinum status, should help) they can leave me in that room but I would move.
Has anyone ever used 5 Suite Night Awards as part of a 7 night stay?
We have a 7 night stay at Prague Marriott in September, I have 5 SNAs. I was thinking I could break up the reservation, 5 nights and 2 nights. I realize I may have to move rooms for the last 2 nights but would love to use the Suite nights there? Anyone see any glitches with this? Thanks in advance
We have a 7 night stay at Prague Marriott in September, I have 5 SNAs. I was thinking I could break up the reservation, 5 nights and 2 nights. I realize I may have to move rooms for the last 2 nights but would love to use the Suite nights there? Anyone see any glitches with this? Thanks in advance
I just went ahead and cancelled the previous 7 night reservation, booked 5 nights (5th night free) and applied the 5 SNAs to that reservation, chose the top 2 available upgrades, it was accepted. I booked the 6th night on a separate reservation and the 7th night under my husband’s name as he had a 35k free night to use. I’m hoping I can email the hotel ahead to co-ordinate these 3 reservations!
I figure I am guaranteed the first 5 nights in a suite and will hope (I have Platinum status, should help) they can leave me in that room but I would move.
Jan 5, 2019, 12:53 am
#574
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
Just came from "W" Kuala Lumpur.
I used 1 SNA which was rejected 1 week prior to my check-in however i was upgraded to their marvellous suite upon check in which was a great surprise. Happy New year indeed!
I used 1 SNA which was rejected 1 week prior to my check-in however i was upgraded to their marvellous suite upon check in which was a great surprise. Happy New year indeed!
Jan 5, 2019, 4:11 am
#575
Join Date: Apr 2015
Programs: Some
Posts: 5,233
Since the merger, the Wow Suite was added back into the W Hong Kong SNA pool. I made a request not expecting much and somehow managed to get confirmed into the highest floor Wow Suite for a short stay. They made it clear this was a bit of a returning guest favour rather than a general thing that would happen repeatedly, but difficult to argue SNAs are worthless when stuff like this happens! Also some counter evidence for those who seem to think W Hong Kong is always stingy with upgrades 
Jan 5, 2019, 6:11 am
#576
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
If it was a 2019 SNA, you should get that back. Many have reported SNAs being denied just to get their Plat upgrade at check in. Different set of inventory, different set of rules, different set of people to deliver.
Jan 5, 2019, 7:13 am
#577
Join Date: Jul 2018
Programs: Starriott Plat Premier
Posts: 258
yeah that SNA was credited back so i am back to 5 SNAs with a 31st Dec 2019 expiry.
Jan 5, 2019, 10:18 am
#578
Join Date: Mar 2010
Location: NYC,BCN
Programs: DL-PM, TK-Elite, AA-lifetime gold, SPG-Plat
Posts: 453
SNA's can not be used at Athens Marriott
Athens Marriott does not participate in the SNA program 
as so I have been told on the phone by several supervisors, even though this property is not on the list of excluded properties and brands that are in the terms and conditions
I was told that it is listed on their "unpublished list"of additional excluded properties that are not listed in the terms and conditions
I asked the supervisor if she could please tell me what other properties are on this "secret unpublished list" of additional non-participating properties and she told me that she can not disclose that information
as so I have been told on the phone by several supervisors, even though this property is not on the list of excluded properties and brands that are in the terms and conditions
I was told that it is listed on their "unpublished list"of additional excluded properties that are not listed in the terms and conditions
I asked the supervisor if she could please tell me what other properties are on this "secret unpublished list" of additional non-participating properties and she told me that she can not disclose that information
Jan 5, 2019, 11:22 am
#579
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Athens Marriott does not participate in the SNA program
as so I have been told on the phone by several supervisors, even though this property is not on the list of excluded properties and brands that are in the terms and conditions
I was told that it is listed on their "unpublished list"of additional excluded properties that are not listed in the terms and conditions
I asked the supervisor if she could please tell me what other properties are on this "secret unpublished list" of additional non-participating properties and she told me that she can not disclose that information
as so I have been told on the phone by several supervisors, even though this property is not on the list of excluded properties and brands that are in the terms and conditions
I was told that it is listed on their "unpublished list"of additional excluded properties that are not listed in the terms and conditions
I asked the supervisor if she could please tell me what other properties are on this "secret unpublished list" of additional non-participating properties and she told me that she can not disclose that information
Again, my rule of thumb is that most non-luxury hotels do not typically include their top 10% of rooms in their upgrade pool—whether it to be for SNAs or regular Platinum upgrades at check-in. As a result, hotels with few suites won’t even have suites available in the SNA pool.
Jan 5, 2019, 7:29 pm
#580
Join Date: Dec 2011
Posts: 284
Suite night awards
Dear all, I made a booking at Tokyo Marriott and was not able to apply my suite night awards. There's no button for me to click on the website and on the app it says the awards cannot be applied to my reservation. I called customer service to ask why but did not get any useful information.
I looked up the FAQ and did not see the property listed as a non-participating hotel. So my question is, the awards can be used towards some specific rates only? The booking is a 2 room reservation, could this be the reason? It would be nice if I know ahead of time which rates I can use before I click the book button.
thanks.
I looked up the FAQ and did not see the property listed as a non-participating hotel. So my question is, the awards can be used towards some specific rates only? The booking is a 2 room reservation, could this be the reason? It would be nice if I know ahead of time which rates I can use before I click the book button.
thanks.
Jan 5, 2019, 7:39 pm
#581
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,121
Jan 5, 2019, 7:41 pm
#582
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,713
Check out the main SNA thread for other people who have reported the issue. I believe I may have found a workaround which I’ve also detailed in the thread
Jan 5, 2019, 7:43 pm
#583
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
Start with https://www.flyertalk.com/forum/30613914-post578.html where the CSRs are saying there is a super secret list of non-participating properties as well.
Jan 7, 2019, 1:42 am
#584
Join Date: Dec 2011
Posts: 284
Thanks.
Jan 7, 2019, 5:16 am
#585
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
Since the merger, the Wow Suite was added back into the W Hong Kong SNA pool. I made a request not expecting much and somehow managed to get confirmed into the highest floor Wow Suite for a short stay. They made it clear this was a bit of a returning guest favour rather than a general thing that would happen repeatedly, but difficult to argue SNAs are worthless when stuff like this happens! Also some counter evidence for those who seem to think W Hong Kong is always stingy with upgrades