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SNA - Suite Night Awards - master questions and discussion thread

Old Dec 19, 18, 11:39 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 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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SNA - Suite Night Awards - master questions and discussion thread

Old May 6, 22, 3:27 pm
  #3376  
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Executive Summary:

1) Brands can opt-out.
2) Even if Brand is opt-in, individual property can opt-out.
3) Even if property does participate, it can place only non-suite rooms in SNA pool.
4) Even if those suites/rooms are available for cash, they may not be available for SNA.

Last edited by Oxon Flyer; May 6, 22 at 4:11 pm Reason: Remove unnecessary comment
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Old May 8, 22, 5:39 pm
  #3377  
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I applied SNA for 2 different hotels.
First hotel, on my reservation now it shows the suite as the room type. Under that it also says "We’re working on your upgrade. Your Suite Night Award request is pending."
I have 2 rooms and both rooms show 2 different types of Suites even though I booked base room using points.
Does it mean the ugrades are confirmed?
Will they change later on?

In my second hotel, it still shows the room type as the base room that I booked. So I am assuming my Suites are confirmed in first hotel.

Anyone has experience with this?

Thanks
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Old May 8, 22, 6:01 pm
  #3378  
 
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Originally Posted by kcdude View Post
I applied SNA for 2 different hotels.
First hotel, on my reservation now it shows the suite as the room type. Under that it also says "Were working on your upgrade. Your Suite Night Award request is pending."
I have 2 rooms and both rooms show 2 different types of Suites even though I booked base room using points.
Does it mean the ugrades are confirmed?
Will they change later on?

In my second hotel, it still shows the room type as the base room that I booked. So I am assuming my Suites are confirmed in first hotel.

Anyone has experience with this?

Thanks
Sounds like the first hotel has just upgraded your rooms, without the influence of SNAs - normally you get an email to confirm if SNAs have worked successfully.
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Old May 11, 22, 10:46 pm
  #3379  
 
Join Date: Dec 2020
Posts: 2
Issues Applying SNA

I am having trouble applying a SNA to literally any reservation through the app and .com for a few weeks now. When trying to apply to my reservation at the Mauna Kea, or others at Towneplace and Springhill, it allows me to enter the request flow but after submitting throws a dismissal error. I sat on the phone yesterday for 90 minutes only to be told "the Mauna kea doesn't accept SNA's" which I know is untrue as I have personally used them there before and the MK forum shows people using them as recently as last week.

Any recommendations on how to get these applied? Marriott may have some of the worst IT going and it's incredibly frustrating running into these issues over and over......
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Old May 11, 22, 11:28 pm
  #3380  
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Originally Posted by schr8r154 View Post
I am having trouble applying a SNA to literally any reservation through the app and .com for a few weeks now. When trying to apply to my reservation at the Mauna Kea, or others at Towneplace and Springhill, it allows me to enter the request flow but after submitting throws a dismissal error. I sat on the phone yesterday for 90 minutes only to be told "the Mauna kea doesn't accept SNA's" which I know is untrue as I have personally used them there before and the MK forum shows people using them as recently as last week.

Any recommendations on how to get these applied? Marriott may have some of the worst IT going and it's incredibly frustrating running into these issues over and over......
Could you send your name, account number, reservation number, room preference, screenshot of the error you encountered to below email address so we can check for you?

Please let us know if you need further assistance.

Best Regards,

Abbey L
Specialist, Social Media
Marriott International

[email protected]
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Old May 12, 22, 9:46 am
  #3381  
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Originally Posted by schr8r154 View Post
I am having trouble applying a SNA to literally any reservation through the app and .com for a few weeks now.
The app is currently dysfunctional (can't cancel reservations, either), but I was able to apply an SNA this morning (W West LA) via the website.
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Old May 12, 22, 9:54 am
  #3382  
 
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Originally Posted by schr8r154 View Post
I am having trouble applying a SNA to literally any reservation through the app and .com for a few weeks now. When trying to apply to my reservation at the Mauna Kea, or others at Towneplace and Springhill, it allows me to enter the request flow but after submitting throws a dismissal error. I sat on the phone yesterday for 90 minutes only to be told "the Mauna kea doesn't accept SNA's" which I know is untrue as I have personally used them there before and the MK forum shows people using them as recently as last week.

Any recommendations on how to get these applied? Marriott may have some of the worst IT going and it's incredibly frustrating running into these issues over and over......
FWIW, Mauna Kea does accept SNAs but just seems to ignore them, or they ignore them and upgrade you anyways.
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Old May 12, 22, 6:17 pm
  #3383  
 
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Bonvoy needs to do a better job of setting and enforcing the rules on how properties should be managing SNA requests. Too many brands or individual property's opt out. Many of the rooms made available for the upgrade are not even "suites". Afterall, the perk is called a "suite night award" not a "larger standard room award" or a "corner room award". Another problem I've had just recently is no option to make an SNA request when certain rates are used (all booked on the Bonvoy website). This happened to me this week when trying to book stays at the W South Beach and the JW Marriott Downtown Houston. The reason given on the website was something along the lines of 'You cannot request SNA on your stay due to either no suites available or the property not participating in the SNA program'. Both incorrect as far as I know. On the JW stay, I cancelled the reservation and booked at a higher rate and, shazam, I was able to put in an SNA request...btw it has already cleared. Are certain rate categories now not eligible for SNA upgrades? Is this a new thing? Again, I always book via the Bonvoy website.
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Old May 14, 22, 2:26 pm
  #3384  
 
Join Date: Aug 2018
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Very newbie question on Suite Night Awards.

If you apply SNAs to a reservation, there's no guarantee you'll get a room with the same number of beds, right? So if I have a room booked with two queens, and it's import to me that the room I ultimately wind up in has two distinct beds (sharing the room with a friend), I shouldn't apply SNAs to the booking, right?
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Old May 14, 22, 2:30 pm
  #3385  
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You can select the rooms you are interested in being upgraded to.

If no "2 Queen" option is offered, then no you shouldn't do a SNA request.
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Old May 14, 22, 2:56 pm
  #3386  
 
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Originally Posted by craigthemif View Post
You can select the rooms you are interested in being upgraded to.

If no "2 Queen" option is offered, then no you shouldn't do a SNA request.
Ah I see, I've never used SNAs before so I didn't realize they let you specify which types of rooms you'd be okay with as your upgrade. Thanks!
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Old May 14, 22, 3:29 pm
  #3387  
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Marriott does not guarantee the number of beds. I can't count the number of times we've booked one king and gotten two smaller beds.
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Old May 14, 22, 11:16 pm
  #3388  
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Originally Posted by mahasamatman View Post
Marriott does not guarantee the number of beds. I can't count the number of times we've booked one king and gotten two smaller beds.
For Platinum and higher, Marriott does guarantee bed type, subject to various published exceptions. It's called the "Guaranteed Room Type."
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Old May 15, 22, 9:05 pm
  #3389  
 
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Originally Posted by Seat 1F View Post
Bonvoy needs to do a better job of setting and enforcing the rules on how properties should be managing SNA requests. Too many brands or individual property's opt out. Many of the rooms made available for the upgrade are not even "suites". Afterall, the perk is called a "suite night award" not a "larger standard room award" or a "corner room award". Another problem I've had just recently is no option to make an SNA request when certain rates are used (all booked on the Bonvoy website). This happened to me this week when trying to book stays at the W South Beach and the JW Marriott Downtown Houston. The reason given on the website was something along the lines of 'You cannot request SNA on your stay due to either no suites available or the property not participating in the SNA program'. Both incorrect as far as I know. On the JW stay, I cancelled the reservation and booked at a higher rate and, shazam, I was able to put in an SNA request...btw it has already cleared. Are certain rate categories now not eligible for SNA upgrades? Is this a new thing? Again, I always book via the Bonvoy website.

I completely agree with you about the fact that SNA requests need to be monitored. I've been trying to use a few since summer 2021 and I'm just resolved to let them expire at the end of this year. The last two stays my SNA's were returned post my stay with the "unfortunately we were not able to apply your request for an upgrade..." Yea, I know!! My 2022 stays... W PHL and Residence Inn Chelsey (NYC) both upgraded me to a high floor corner room... Much appreciated... But it was a day or two later after checking out. 2021 I tried multiply times and no upgrades to a suite were confirmed.

Marriott really needs to survey those SNAs that expire to see if attempts were used to redeem them and "track and trend" the results.
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Old May 16, 22, 5:37 am
  #3390  
 
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Originally Posted by Zacnlinc View Post
I completely agree with you about the fact that SNA requests need to be monitored. I've been trying to use a few since summer 2021 and I'm just resolved to let them expire at the end of this year. The last two stays my SNA's were returned post my stay with the "unfortunately we were not able to apply your request for an upgrade..." Yea, I know!! My 2022 stays... W PHL and Residence Inn Chelsey (NYC) both upgraded me to a high floor corner room... Much appreciated... But it was a day or two later after checking out. 2021 I tried multiply times and no upgrades to a suite were confirmed.

Marriott really needs to survey those SNAs that expire to see if attempts were used to redeem them and "track and trend" the results.
But you're assuming that they care
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