Dec 19, 2018, 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:

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

Quote:

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.

FAQ : Suite Night Awards - SNA - questions and discussion thread

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Sep 8, 2021, 6:27 am

#2866

margarita girl

FlyerTalk Evangelist

Join Date: Jun 2007

Location: Toronto

Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob

Posts: 15,520

Quote:

Originally Posted by UKTraveller4Fun

I currently have 10 SNA's that expire at the end of this year and a further 5 that expire the end of 2022.

If I attach 6 SNA's to a reservation and then another 6 to another reservation, if only the second one clears how does the system sort out the dates? Is it possible that the second one clears it will use the 4 SNA's that expire 2021 and 2 that expire in 2022, thus leaving me with 6 still expiring in 2021 and 8 in 2022 or is the system clever enough to leave me with 4 expiring in 2021 and 10 in 2022?

Hopefully the Lurkers will chime in, but in the past, the system was not clever enough to use the SNAs that expire first. I guess you’ll be able to tell for sure by looking at what’s in your account. I think you’ll have to cancel the SNA request on the second reservation and then reapply the SNAs to use up the expiring ones.

Kacee likes this.

Sep 8, 2021, 6:48 am

#2867

jasonNYC85

Join Date: May 2017

Programs: Delta, Marriott

Posts: 187

WE'RE SORRY Despite our best efforts, we were unable to confirm your Suite Night Awards™ request for your upcoming reservation.

During COVID? At a Marriott? Really?

Sep 8, 2021, 9:59 am

#2868

Kacee

A FlyerTalk Posting Legend

Join Date: Apr 2013

Location: PHX

Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)

Posts: 56,450

Quote:

Originally Posted by margarita girl

Hopefully the Lurkers will chime in, but in the past, the system was not clever enough to use the SNAs that expire first.

I'm pretty confident it is no more clever now.

SPN Lifer, margarita girl and Jiatong like this.

Sep 8, 2021, 8:36 pm

#2869

aimango

Join Date: May 2016

Location: NYC

Posts: 265

Just so I understand how cancellation works for SNAs -
If SNAs still haven't been cleared at 2pm 1 day before the reservation, at 3pm can I cancel the reservation and get back my SNAs? Also generally is there a time of day that the upgrades clear?
Thanks in advance

Sep 8, 2021, 10:50 pm

#2870

Marriott Bonvoy Lurker II

Company Representative, Marriott Bonvoy

Join Date: Feb 2019

Programs: Marriott Bonvoy

Posts: 1,087

Quote:

Originally Posted by aimango

Hi aimango,

As per the rules, Suite Night Award use is based upon availability of the requested suite or premium room. Checking for availability begins five (5) days before arrival. If availability is not confirmed five (5) days before arrival, availability is checked each day before arrival up to 2 p.m. local time of the Participating Property one (1) day prior to arrival. If at that time Suite Night Awards cannot be confirmed, the Suite Night Awards are credited back to the Member's account.

You may view the terms and conditions of the program for more details following this link: https://www.marriott.com/loyalty/terms/default.mi

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]

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Sep 9, 2021, 8:41 am

#2871

Kacee

A FlyerTalk Posting Legend

Join Date: Apr 2013

Location: PHX

Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)

Posts: 56,450

Quote:

Originally Posted by aimango

Just so I understand how cancellation works for SNAs -
If SNAs still haven't been cleared at 2pm 1 day before the reservation, at 3pm can I cancel the reservation and get back my SNAs?

Your ability to cancel the reservation depends exclusively on your rate terms. Failure of SNAs to clear will not give you a free cancel.

If SNAs have not cleared, they should always be returned following a cancel.

Quote:

Originally Posted by aimango

Also generally is there a time of day that the upgrades clear?

Usually (but not always) they clear around 2 pm hotel time.

SPN Lifer likes this.

Last edited by Kacee; Sep 9, 2021 at 8:46 am

Sep 15, 2021, 8:51 pm

#2872

aimango

Join Date: May 2016

Location: NYC

Posts: 265

Thanks for the clarifications! I ended up getting my SNAs cleared the day after I requested them (it was for a fairly last minute reservation) at 8am local time.

Sep 16, 2021, 12:52 am

#2873

Ollie264

Join Date: Sep 2012

Location: United Kingdom

Programs: BA Silver, Bonvoy Ambassador, HH Gold

Posts: 28

Suite allocations for Suite Night Awards

Is there any ‘rules’/‘standards’ on which suites a hotel should make available for Suite Night Award certificate redemption?

I’ve noticed it’s very mixed, even within brands, with some hotels making available all but their penthouses/top suites (which I thought was the rule), however some e.g. the W Barcelona only make available the very lowest tier of suite. Is this right?

Sep 16, 2021, 4:09 am

#2874

ftrichard

Join Date: Dec 2014

Location: Bangkok

Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite

Posts: 2,209

Quote:

Originally Posted by Ollie264

By "is this right", do you mean ethically or strictly (under known T&Cs)?

If it's the former then of course you'll get most people here agreeing that the whole SNA process from conception to execution is absolutely not "right".

However, if you're asking whether hotels are seemingly free to nominate any old enhanced room as a "suite" for the purposes of the SNA process and get away with it with Marriott corporate then, yes, what you've observed is 100% right. Remember to choose the FNA at 75 nights.

SPN Lifer likes this.

Sep 16, 2021, 9:58 am

#2875

WasKnown

Join Date: Apr 2021

Location: Manhattan, Palm Beach Island, San Francisco, Boston, & Hong Kong

Programs: Lifetime United Global Services, Delta Plat, Hyatt Globalist, Marriott Ambassador, & Hilton Diamond

Posts: 3,165

Quote:

Originally Posted by Ollie264

Many of Marriott's top hotels do not offer true suites with SNAs. Even if they did, I doubt they would clear. I think complimentary upgrades are more powerful than SNAs at this point.

Notable US hotels with no true suite options in the SNA pool (obviously all Ritz Carltons and EDITIONs innately do not participate):

STR NY
STR SF
STR Miami Bal Harbour
STR DC
Chatwal Luxury Collection

I'm sure there's many I'm forgetting off the top of my head. The SNAs are worthless in the US IMO. No clue what it's like using them outside of the US but complimentary upgrade rates are even stronger there.

SPN Lifer likes this.

Sep 17, 2021, 10:27 am

#2876

ExArkie

Join Date: Feb 2013

Location: DTW

Programs: DL 2MM, Marriott LTT, Hilton Gold, United Silver

Posts: 223

Quote:

Originally Posted by WasKnown

...The SNAs are worthless in the US IMO. No clue what it's like using them outside of the US but complimentary upgrade rates are even stronger there.

My experience outside the US is limited, and I have only been receiving SNAs since the merger (was Marriott Rewards platinum before Bonvoy). I have had SNAs clear (1) for five nights in December (a few years ago - they've started running together in my memory) at the London Park Lane Marriott into a one-bedroom suite, evidently the one we were given second-highest suite at the hotel, (2) for five nights in a different December (and yes, I do travel at times other than December) at the Sydney Marriott, again into a one-bedroom suite when they were booked pretty fully during the height of the Australian cruise season, and (3) again for five nights, but not in December, at the Paris Rive Gauche into a one-bedroom suite, which they for some reason call a mini-suite - probably because there is no door that closes between the living room and bedroom. I have yet to have an SNA outside the US not clear.

However, I have also been upgraded without SNAs (1) into a fantastic one-bedroom suite at the Westin Brisbane for several nights (four or five, I forget) - the bathroom alone was an experience, (2) into a one-bedroom suite for eight nights at the Shanghai City Center Marriott during a conference and subsequent business meetings, (3) routinely into a mini-suite (their highest category) at the Vienna Renaissance Imperial Riding School for whatever length, but I had an ongoing contract for work in Vienna and stayed at this hotel frequently for several years, and (4) several other one-night upgrades when staying near airports for flights out, including some in the US (Boston, LGA, LAX).

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Sep 18, 2021, 2:53 pm

#2877

kaizen7

Join Date: Feb 2018

Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver

Posts: 2,808

Quote:

Originally Posted by Ollie264

Anything above base room can be used for SNA options.
Very dodgy and really didn't match the SUITE Night Award name.
Maybe the GM of those hotels needs to be sent to reeducation camps to learn the meaning of SUITE.

Some hotels did fantastic job with these SNA selections.
I manage to get amazing SNA redemptions at Hotel Imperial Vienna, The Gritti Palace and Danieli Hotel Venice, Schloss Fuschl and Hotel Goldener Hirsch Salzburg, JW South Beach Singapore, and W Seminyak Bali.

One thing to remember that the selection you made at the time of the booking is not locked. As in if the hotel remove the SNA availability of the said room between booking and check in date, you will end up with blank SNA request (SNA without any room selected)
So it might be good practice to recheck the SNA selection around 5 days before check in to make sure that the selected option still there.

SPN Lifer and margarita girl like this.

Sep 20, 2021, 1:42 am

#2878

avja

Join Date: Dec 2006

Location: Florida

Programs: marriott platinum, intercontinental diamond

Posts: 210

Suite upgrade advice

I will be staying at the Sheridan Rhodes later this month. I have put in a request for an upgrade to a full suite. I notice that this category is still available for purchase. I want to use 3 of my 5 upgrades. Should I only request the full suite or should I change my request to include the junior suite?