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SNA - Suite Night Awards - master questions and discussion thread

Old Dec 19, 18, 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.

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SNA - Suite Night Awards - master questions and discussion thread

Old Sep 13, 19, 3:34 pm
  #1501  
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Originally Posted by kaizen7
Members cant make informed decision when the required information is not available.

And with properties opting out from SNA programs then it make the decision making harder.
For example, St R Bali, they accepting SNA up until mid of this year.

Your client select their college based on the said college divulge the required information.
If all colleges and universities decide that there will be no more open house and shut off their web pages, no one could make informed decision.
I think your metaphor is a very poor one. Sorry.

The number of Marriott elites impacted by a change in SNA participation at the StR Bahia Beach or StR Bali is infinitesimally insignificant.

The StR Bali is pretty much an all-suites property, so it ever offering SNAs was generous. It's now reverting to the mean--no worse than it ever was even under the so celebrated SPG. Not a surprise.

The StR Bahia Beach dropping SNAs is a bit disappointing. But all the people complaining about SNAs now don't have to worry about them at all. Karma is just.

The entertaining part of this is that those who complain the most about not getting the SNAs to work will be the same people complaining that these properties aren't participating.
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Old Sep 13, 19, 3:51 pm
  #1502  
 
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Originally Posted by Dsm1012
They also changed the breakfast benefit to include just the continental breakfast recently. At a category 8 property this is a disturbing trend all around.
What did they remove? Just the ability to order off the menu or did the breakfast buffet get watered down as well? When I was there in march the breakfast buffet (with omelette station and juice bar) was one of the highlights for us. I knew we could order off menu up to a certain amount for the elite benefit but the variety of the breakfast buffet was always more than enough for us.
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Old Sep 13, 19, 4:16 pm
  #1503  
 
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Only the continental/cold items are now included. They now charge for any hot item taken from the buffet, or you can pay to upgrade to full buffet. Yes, a very recent change.
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Old Sep 13, 19, 4:46 pm
  #1504  
 
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Originally Posted by Dsm1012
Only the continental/cold items are now included. They now charge for any hot item taken from the buffet, or you can pay to upgrade to full buffet. Yes, a very recent change.
That really is to bad, and at a st Regis to boot. Guess I will write this place off for now which up until now was our best stay we've ever had.

These properties will change their tune with the next economic downturn when they need us again.
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Old Sep 13, 19, 4:47 pm
  #1505  
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Perhaps we might return to the topic of SNAs and direct other discussions to the appropriate property threads?
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Old Sep 14, 19, 2:20 pm
  #1506  
 
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Originally Posted by darnold
My latest request went in successfully about a month ago, but right at the t-minus 5 day mark was unceremoniously "denied" and SNAs immediately redeposited. Not possible to re-request on the site or in the app. The property still shows purchasable inventory of suites, including the one I selected, for whatever it may or may not be worth.
PSA: My ambassador investigated this issue and reported back that neither the property nor pool availability was the issue:

Originally Posted by My Ambassador
Reservations made under Advance Purchase rates are ineligible for Suite Night Awards. You shouldn't have been able to apply these to this reservation, so I believe this is why the system returned these to your account automatically. I do not have any information on whether or not the Advance Purchase restriction will change.

You and I both know the system kept us from applying the Suite Night Awards to the advanced purchase rates in the past. As of now, being an ineligible rate for Suite Night Awards is the only information I have. I would expect that if there is not a "fix" to the system in the near future, the terms and conditions for this section will be updated soon.


I won't be holding my breath.

I can't remember if I was able to straightforwardly apply the SNAs to this reservation, or whether I needed to use the "trick". It was indeed a non-changeable rate at the time the SNA check was supposed to start. So, heads-up all. I'd be curious to know whether the other folks in this thread who have encountered the same issue were dealing with non-changeable rate reservations.

At this point, given the IT issues, prevalence of non-suite rooms in pools, increasingly opaque rules and restrictions, and generally bad taste left in my mouth, I'm very unlikely to be choosing SNAs as my choice award in the future. It was fun while it lasted.
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Old Sep 14, 19, 3:56 pm
  #1507  
 
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What does a blank screen signify if you click on Modify request?



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Old Sep 15, 19, 1:09 am
  #1508  
 
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Originally Posted by bhrubin
Not really. The StR Bahia Beach has bigger entry rooms but I wouldn't call them suites.

The constant complaints about SNAs from entitled elites would probably push me to stop accepting SNAs too.

Of course, the not obvious and perhaps counterintuitive benefit of this is even more suites available for pre-upgrade and on arrival for Ambassador guests like me.
And Titaniums like me! SNAs are for Platinums & Titaniums too. I guess No Ambassador Elite has ever complained. Correct? Why the constant necessity to condescend, offend and belittle?

James
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Old Sep 15, 19, 5:17 am
  #1509  
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Originally Posted by Flying for Fun
And Titaniums like me! SNAs are for Platinums & Titaniums too. I guess No Ambassador Elite has ever complained. Correct? Why the constant necessity to condescend, offend and belittle?
+1000

There's some serious thread poisoning going on in this forum.
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Old Sep 15, 19, 5:20 am
  #1510  
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Lot of Baghdad Bob-isms
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Old Sep 15, 19, 10:13 am
  #1511  
 
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Back to SNA, I think the solution is not very difficult.

Just make the SNA options visible for every reservations and people can check the SNA availability at the property they want to stay by making dummy flex booking.
Together with the SNA options, just list all of them even if the said rooms is fully booked.
Worst case people select that particular suite only and have their SNA not cleared at h-1.
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Old Sep 15, 19, 10:24 am
  #1512  
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Originally Posted by Flying for Fun
And Titaniums like me! SNAs are for Platinums & Titaniums too. I guess No Ambassador Elite has ever complained. Correct? Why the constant necessity to condescend, offend and belittle?

James
Huh? I think you've gone defensive for no reason!

I think it's great that you as a Titanium or another elite as a Platinum also can get complimentary upgrades at check-in or pre-arrival. I have no problem with that. Not sure what makes you think I do?

SNAs not being offered by certain hotels or not including suites at all means a higher likelihood for all of us as elites to get those complimentary upgrades at both check-in or pre-arrival. That was the very point of my comments to which you're responding. Everyone complaining about SNAs not working only serves as an added benefit for elites like me (and you) to get those upgrades anyway outside the SNA system.

I mentioned my delight as an Ambassador guest--well, because I happen to be an Ambassador guest. That in no way meant or intends to preclude that it also can be true for a Platinum or Titanium guedst. There is no condescension or offense intended nor exhibited by my comments towards elites in that regard--whether they be Platinum, Titanium like you, or Ambassador like me.

That being said, I think it's also obvious to say that an Ambassador guest is more likely to get the upgrade at arrival or pre-arrival because it's higher status than Titanium or Platinum.

Not sure what the problem is?
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Old Sep 15, 19, 10:42 am
  #1513  
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"SNAs not being offered by certain hotels or not including suites at all" actually means a less chance of getting a suite, case closed. This is not rocket science. SNAs are the "leg up" higher elites have in getting a suite in the first place.

If one has a Unicorn Ambassador (few and far between) who magically gets you assigned suites months in advance, congrats, but that doesn't reflect the broader Ambassador experience nor benefits as a whole.
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Old Sep 15, 19, 10:54 am
  #1514  
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Originally Posted by UA-NYC
"SNAs not being offered by certain hotels or not including suites at all" actually means a less chance of getting a suite, case closed. This is not rocket science. SNAs are the "leg up" higher elites have in getting a suite in the first place.

If one has a Unicorn Ambassador (few and far between) who magically gets you assigned suites months in advance, congrats, but that doesn't reflect the broader Ambassador experience nor benefits as a whole.
Ah this simply is incorrect.

Perhaps it is less true for Plats or Titaniums--I cannot say, as I'm not a Plat or Titanium--but it most certainly is not true for most Ambassador guests.

And as was just evidenced by the recent Titanium guest who was pre-upgraded at the StR Bora Bora, major upgrades still can and do happen for Titanium (and even Platinum) guests who clearly don't have any "unicorn" Ambassador agent in the first place!

No longer does the actual identity of our Ambassador agents make as much difference to our upgrade chances--since no longer do we need those Ambassador agents to contact hotels on our behalf to confirm our status. Now all hotels know our Ambassador status and "VIP priority" from the moment we book and without any need for contact from our Ambassador agents. Please understand so that no one gets defensive: that does not in any way preclude the sane hotels from also obviously recognizing their Titanium and Platinum guests in the same way.

It is quite obvious in our verified Facebook Ambassador group that a ton of Ambassador guests often get upgraded to suites before arrival or at check in even at hotels that are not participating in SNAs or at hotels that don't offer actual suite as part of their SNA pools. It is not just the unicorn Ambassador agent's guests as you are suggesting or prefer to believe.

You are just wrong that SNAs are the "leg up" for higher elites--because that is turning out not be true at all for the highest elite level of Ambassador! SNAs are no longer the "leg up" needed by many if not actually most Ambassadors--because so many of us are actually being so often pre-upgraded to suites without SNAs that many are wondering about the value of choosing SNAs in the first place.

You've unfortunately got it wrong.

You want to believe that Hyatt and Hyatt Globalist must be better so you're ignoring all of the abundant evidence that many if not most Ambassadors (and perhaps plenty of Titaniums and even Platinums) are so often finding pre-arrival suite upgrade success that they are beginning to value and look to SNAs less now.

This has little to nothing to do with their actual Ambassador agents being unicorns and much more to do with the fact that Bonvoy hotels now actually see and recognize Ambassador status. This has little or nothing to do with their actual Ambassador agents being unicorns and much more to do with choosing hotels that have more suites int the first place! And with fewer suites in the SNA upgrade pool, that simply increases the number of suites available to elites otherwise. And Ambassadors get first crack at those among all elites.
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Old Sep 15, 19, 11:22 am
  #1515  
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Beyond funny - it's the same "logic" that some employ in saying United is reducing Regional Upgrades in circulation, thus somehow "upgrades should be easier for everyone else!" LOL.
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