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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 Jun 1, 22, 8:26 pm
  #3436  
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Following up on my prior post about SNAs where I did not receive any acknowledgement emails or anything from the property... T-5 days nothing. T-1 day when SNA should be returned, I still see them showing as requested/pending. Checked in, received normal room at arrival. Completed stay, and SNAs still not returned to my account.
Tried contacting hotel prior to stay about the issue and received zero response. Also sent Marriott cust service an email a week ago, didn't receive a reply until during my stay and they just referred to contacting the hotel so was a useless response.

So now I had to contact Marriott cust service again and tell them that my SNAs were taken and never returned despite request not clearing.
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rylan is offline  
Old Jun 2, 22, 1:14 am
  #3437  
 
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Originally Posted by rylan View Post
Following up on my prior post about SNAs where I did not receive any acknowledgement emails or anything from the property... T-5 days nothing. T-1 day when SNA should be returned, I still see them showing as requested/pending. Checked in, received normal room at arrival. Completed stay, and SNAs still not returned to my account.
Tried contacting hotel prior to stay about the issue and received zero response. Also sent Marriott cust service an email a week ago, didn't receive a reply until during my stay and they just referred to contacting the hotel so was a useless response.

So now I had to contact Marriott cust service again and tell them that my SNAs were taken and never returned despite request not clearing.
The hotel has nothing to do with the SNA. That's simply Marriott. Hopefully CS will resolve it.
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Old Jun 2, 22, 3:03 am
  #3438  
 
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Originally Posted by LovetoTravel83 View Post
Not necessarily. I had SNA's approved for a hotel in London 2 months ago at around 1 am 5 days out.
The SNA clearing process is automated, but I wouldn't be surprised if IT issues meant the process didn't happen on time. I have had SNAs clear (well, more often, not clear) pretty reliably around 2pm local time, though.
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Old Jun 2, 22, 9:00 am
  #3439  
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Originally Posted by LovetoTravel83 View Post
The hotel has nothing to do with the SNA.
Not true. Many instances where the property has interfered with the process. Among other things, property has the ability to cancel the request.
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Old Jun 2, 22, 7:19 pm
  #3440  
 
Join Date: Oct 2003
Location: Washington DC Area
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I made a 2-night award reservation at the JW Marriott South Beach Singapore, but I was not able to apply/attach the SNAs after I made the reservation. Is this hotel excluded from using SNAs? Or just a glitch and I should cancel & book again? Anyone else has similar experiences with this hotel? Thanks a lot!


alextktan
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Old Jun 2, 22, 11:27 pm
  #3441  
 
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Originally Posted by alextktan View Post
I made a 2-night award reservation at the JW Marriott South Beach Singapore, but I was not able to apply/attach the SNAs after I made the reservation. Is this hotel excluded from using SNAs? Or just a glitch and I should cancel & book again? Anyone else has similar experiences with this hotel? Thanks a lot!


alextktan
I have two upcoming reservations there and was unable to apply SNAs to either.
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Old Jun 3, 22, 9:20 am
  #3442  
 
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Originally Posted by alextktan View Post
I made a 2-night award reservation at the JW Marriott South Beach Singapore, but I was not able to apply/attach the SNAs after I made the reservation. Is this hotel excluded from using SNAs? Or just a glitch and I should cancel & book again? Anyone else has similar experiences with this hotel? Thanks a lot!


alextktan
No experience with this particular property but recently I had a booking that wasn't either showing that ability to apply SNAs. I think that was in the app but when I went on a desktop I was able to do it (or maybe it was vice vs). I got an email confirming the request and also called Marriott to confirm that they see it as well. So try checking another device if you haven't already done so.
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Old Jun 3, 22, 10:14 am
  #3443  
 
Join Date: Feb 2020
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Originally Posted by friedablass View Post
No experience with this particular property but recently I had a booking that wasn't either showing that ability to apply SNAs. I think that was in the app but when I went on a desktop I was able to do it (or maybe it was vice vs). I got an email confirming the request and also called Marriott to confirm that they see it as well. So try checking another device if you haven't already done so.
This is a good tip! I have never actually been able to successfully submit a SNA request on the app - it errors out even if I can see the pool. The desktop or mobile site has always worked for me for viewing and submission.
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Old Jun 4, 22, 5:49 pm
  #3444  
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Originally Posted by alextktan View Post
I made a 2-night award reservation at the JW Marriott South Beach Singapore, but I was not able to apply/attach the SNAs after I made the reservation. Is this hotel excluded from using SNAs? Or just a glitch and I should cancel & book again? Anyone else has similar experiences with this hotel? Thanks a lot!

alextktan
Originally Posted by michelin View Post
I have two upcoming reservations there and was unable to apply SNAs to either.
ugh, that's good to know. Will avoid it for my next SIN trip then. They used to offer great options for SNAs
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Old Jun 5, 22, 9:20 am
  #3445  
 
Join Date: Jun 2005
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Any chance Marriott will extend the June 30th expiration till end of year. I would like to use later in the year.
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Old Jun 5, 22, 9:25 am
  #3446  
 
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Originally Posted by rstidolph View Post
Any chance Marriott will extend the June 30th expiration till end of year. I would like to use later in the year.
I doubt it - travel is back with a vengeance.
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Old Jun 5, 22, 9:44 am
  #3447  
 
Join Date: Jan 2021
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Originally Posted by rstidolph View Post
Any chance Marriott will extend the June 30th expiration till end of year. I would like to use later in the year.
I called and asked about this question but they said no. No extension, no exchange for points either ike Hyatt did
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Old Jun 5, 22, 10:27 pm
  #3448  
 
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Originally Posted by lAzyTraveler View Post
I called and asked about this question but they said no. No extension, no exchange for points either ike Hyatt did
Really irritating when so many random Marriotts don't accept them or they don't clear. Tried to use my expiring ones four times this year to no avail on two and three-night stays. Will lose six SNAs end of month. What a waste of a 'benefit.'
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Old Jun 6, 22, 12:17 am
  #3449  
 
Join Date: Oct 2003
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Had a 7 night stay in the Middle East clear SNAs at exactly the 5 day mark. In addition, it's to the top suite (Royal Suite). I'm shocked. But then again it's the Middle East in the middle of summer so I imagine it's not a very popular destination I'll take the upgrade though, thank you.

-RM
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Old Jun 6, 22, 8:30 am
  #3450  
 
Join Date: Mar 2021
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SNA applied to upcoming 3 night stay at Westin Phoenix downtown just cleared at 5 days out, on the dot: bumped from standard 1 King Deluxe to One Bedroom (1K) executive suite with city view.
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