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SNA - Suite Night Awards - master questions and discussion thread

SNA - Suite Night Awards - master questions and discussion thread

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Old Nov 20, 22, 2:38 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: RedSun
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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 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 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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Old Oct 16, 18, 8:25 pm
  #181  
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With pre-merger SNA, there were a couple times I couldn't even apply them as the hotel was sold out of all suites and it was a technical limitation...not great but understandable.

Not sure if this is something similar (like the suites or sold out) but it's still bad form. You just don't know these days w/Marriott whether it's incompetence or malice sadly.
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Old Oct 16, 18, 9:29 pm
  #182  
 
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Originally Posted by UA-NYC View Post
With pre-merger SNA, there were a couple times I couldn't even apply them as the hotel was sold out of all suites and it was a technical limitation...not great but understandable.

Not sure if this is something similar (like the suites or sold out) but it's still bad form. You just don't know these days w/Marriott whether it's incompetence or malice sadly.
I completely understand if no suites are available (I just checked, again, and there is availability currently) at check-in. I'm questioning being "DENIED" on the 1st day of the system "looking" for an upgrade. It is not a big deal if we get a suite I'd just like to know if this is normal protocol and verbiage. "UNAVAILABLE" would be much nicer than "DENIED",
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Old Oct 17, 18, 8:06 am
  #183  
 
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Just a datapoint as I'm going to Westin Paris, they did not find a suite on day one but they did on day two [and we'll see what happens when I actually get there]

But for now at least at traditional SPG properties the system seems to work.
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Old Oct 17, 18, 9:05 am
  #184  
 
Join Date: Mar 2017
Posts: 113
SNA JW Marriott

Hotel: JW Marriott Hong Kong.
Duration: 3 days

2 months out there were no suites, only premier room.
1 month out junior suite for harbor view and city view were added. I put in request for both.
5 days out I was approved for junior suite harbor view
1 day out. Still showing suites bookable for both.

I haven't checked in yet so no idea if I got it or not. I've never gotten suite upgrade at JW previously.
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Old Oct 17, 18, 11:49 pm
  #185  
 
Join Date: Dec 2002
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Is there a list of hotels or rates for which SNA's are not available ? I have an upcoming reservation at a Sheraton using Senior rate and my confirmation says "We're sorry. Your Suite Night Award(s) can't be used toward this reservation."

Kind of annoying.
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Old Oct 18, 18, 2:26 am
  #186  
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Originally Posted by u600213 View Post
Is there a list of hotels or rates for which SNA's are not available ? I have an upcoming reservation at a Sheraton using Senior rate and my confirmation says "We're sorry. Your Suite Night Award(s) can't be used toward this reservation."

Kind of annoying.
Hi u600213,

If you could provide your reservation details to us via private mail here or by email below, we are happy to help look into this for you.

Best Regards,

Christina Zhou
Social Media Specialist
Marriott International

[email protected]
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Old Oct 18, 18, 5:56 am
  #187  
 
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Originally Posted by bhrubin View Post


From a Starwood Lurker in another thread, its possible that there are no available suite/premium room options available, which apparently now precludes application of SNAs. According to the Lurker, in such circumstances, the ability to select the SNA isnt even now available. That might explain why there is no option to apply any SNA.

Knowing how many glitches remain with the Marriott IT, however, it also seems plausible that this may be an IT glitch. The only way to know for sure is to contact the Platinum desk or message the Lurkers to investigate. Youd also likely do yourself a service by identifying the specific Renaissance property so the Lurker has the chance to respond here in thread.

If the Lurker explanation is correct, that obviously means you cant be waitlisted for the upgrade assuming there is a cancellation, as some have pointed out. But it also means that you may be wiser to not waste the SNA when your chances may be just as good (or bad) as the complimentary upgrade on arrival and check in.
Great points. The property is the Renaissance Indian Wells (in CA). Suites are definitely available, and it's during a very off-peak time this winter, so I'm not sure why it won't allow the application. I can certainly contact Marriott support to fix, but prefer the ease of a quick online application, of course. Good point about just taking the complimentary upgrade instead, although in this case I need to be assured of the suite (extra beds), so even with the place empty, I'm a bit hesitant to risk not getting an upgrade. Maybe Lurker can advise on the SNA question and whether it is compatible with an LNF rate or if the issue I'm having is for some other reason.

Originally Posted by damon88 View Post



See my post above. I drove myself crazy trying this same thing and finally turned to my Ambassador who herself had to turn to a colleague who knew how to successfully apply. She reported that this is a known issue Marriott is working to resolve.
Thanks - appreciate your input and am hoping to avoid the same hassles!
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Old Oct 18, 18, 7:56 am
  #188  
 
Join Date: Mar 2017
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Originally Posted by jdang View Post
Hotel: JW Marriott Hong Kong.
Duration: 3 days

2 months out there were no suites, only premier room.
1 month out junior suite for harbor view and city view were added. I put in request for both.
5 days out I was approved for junior suite harbor view
1 day out. Still showing suites bookable for both.

I haven't checked in yet so no idea if I got it or not. I've never gotten suite upgrade at JW previously.
I freaking knew it. They swapped out my 1 king suite to 2 double beds. I thought the bed type is guaranteed. .......s.

The suite is is almost exactly like a normal room but they added a living room. I think I rather stay in a normal room with king bed but I already wasted suite night award.
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Old Oct 18, 18, 9:23 am
  #189  
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Lets also remember that even with the legacy SPG program, there were many times that the SPG.com website indicated that it wasnt possible to apply SNAs, tooeven when it was possible. In those not infrequent circumstances, I always asked my Ambassador to apply the SNAs. It sometimes took her a day or two, but she always was able to apply them even when I could not and when the website indicated it wasnt possible.

So whole the Marriott SNA IT clearly has glitches in this regard, its appropriate to remember that the Starwood IT also had similar glitches and problems.
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Old Oct 18, 18, 9:42 am
  #190  
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Originally Posted by bhrubin View Post
Lets also remember that even with the legacy SPG program, there were many times that the SPG.com website indicated that it wasnt possible to apply SNAs, tooeven when it was possible. In those not infrequent circumstances, I always asked my Ambassador to apply the SNAs. It sometimes took her a day or two, but she always was able to apply them even when I could not and when the website indicated it wasnt possible.

So whole the Marriott SNA IT clearly has glitches in this regard, its appropriate to remember that the Starwood IT also had similar glitches and problems.
I found that by clicking on the reservation details I could apply the SNA myself 99% of the time. Im trying to remember if I ever had to call in, and I think there was one time for the Moana Surfrider. The Plat desk told me there was no availability. 🙄 I just waited a couple of weeks and tried again and it worked.
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Old Oct 18, 18, 10:38 am
  #191  
 
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Originally Posted by jdang View Post


I freaking knew it. They swapped out my 1 king suite to 2 double beds. I thought the bed type is guaranteed. .......s.

The suite is is almost exactly like a normal room but they added a living room. I think I rather stay in a normal room with king bed but I already wasted suite night award.
as explained to me during the old program, upgrades may over rule the bed type guarantee.

i guess i dont understand what you were hoping to happen because you can see the room type that you will get with an SNA cant you? why would you even try for a suite if a living room was of no importance? isnt that what a suite, more or less, is? A living room and bed room?
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Old Oct 18, 18, 10:53 am
  #192  
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Originally Posted by margarita girl View Post
I found that by clicking on the reservation details I could apply the SNA myself 99% of the time. Im trying to remember if I ever had to call in, and I think there was one time for the Moana Surfrider. The Plat desk told me there was no availability. 🙄 I just waited a couple of weeks and tried again and it worked.
I had numerous examples where I couldnt apply SNAs myself and had to ask my Ambassador to do it for me. I assume many of those were due to my using a SET or AAA rate that somehow caused the IT glitch. But some were completely incomprehensible as to why the system wouldnt allow the application.
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Old Oct 18, 18, 10:55 am
  #193  
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Originally Posted by mooper View Post
...Maybe Lurker can advise on the SNA question and whether it is compatible with an LNF rate or if the issue I'm having is for some other reason...
LNF is an eligible rate plan, so it would have to be for another reason.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Oct 21, 18, 1:29 pm
  #194  
 
Join Date: Nov 2012
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I've had terrible difficulty using my suite night awards this year at both legacy Marriott and SPG properties. As a result, I'm rolling into the end of the year and anticipate that I'll have 5 unused SNAs that expire on December 31. It seems that most of the properties I'm staying at don't honor the upgrade requests. I'm starting to see issues with next year's tranche of SNAs too, as have tried to use 2019 SNAs during a slow January week at the St. Regis Aspen and am not even able to make the request (checked with both the property and SPG reservations, who are not able to make the request).

Apparently no sympathy from Marriott either - my email asking for help was returned with "to guarantee a suite, we recommend that you book a paid suite rate." Ho hum, a sign of benefit dillution to come.

It's also baffling to me that we can't gift the SNAs to friends that might be able to use them before they expire. The airlines allow it, so why not Marriott who has so much more inventory to offer?
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Old Oct 21, 18, 3:16 pm
  #195  
 
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Just an update on my positive SNA experience; on day 2 (after a we're working on it email) the SNA went through at Westin Paris. Get to the hotel and there was a mild screw up with the reservation details that was quickly cleared up at which point they told me about my regular room. I asked about an upgrade and was told the hotel was sold out. I pulled out the SNA email and presto zingo I walked to my Prestige Suite.

So keep those emails on your phones!
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