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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 Jun 29, 22, 5:38 pm
  #3541  
 
Join Date: Dec 2009
Location: EWR
Programs: AA EXP, Marriott Titanium
Posts: 566
Suite Nights and Points

I think that I have been patient with the new dynamic point pricing of rooms, and the use of suite nights.

But, lately, neither really mean much. Months ahead, I asked for a suite upgrade at a London hotel. No luck.

I just looked to book a London hotel for October and was quoted 58,000 points per night.

This is now a worthless program.

FYI, I am Titanium Elite and stay over 70 days/year in a hotel.
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handspring088 is offline  
Old Jun 29, 22, 5:42 pm
  #3542  
 
Join Date: Aug 2006
Location: Hold it down for The Bay, reppin' Oakland
Programs: Lowly UA silver, Marriott Ambassador/Tit4Lyf, IHG Plat
Posts: 1,747
Originally Posted by handspring088 View Post
Months ahead, I asked for a suite upgrade at a London hotel. No luck.
Which hotel? Staying in August and contemplating the odds.
lexdevil is offline  
Old Jun 30, 22, 3:47 am
  #3543  
 
Join Date: Dec 2009
Location: EWR
Programs: AA EXP, Marriott Titanium
Posts: 566
JW Marriott Grosvenor House on Park Lane
handspring088 is offline  
Old Jun 30, 22, 4:19 am
  #3544  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 806
Originally Posted by newfbc View Post
To follow up on this.. I was not given a Marvelous bi-level suite with balcony, as confirmed for the first night. I did get the Fabulous suite which I did not request. My SNA certificate has not been returned.

For the 2nd night .. the hotel confirmed in chat that I could move to the Marvelous suite as per my confirmation. I dropped off the key from the Fabulous suite and got the key for the Marvelous.. when I get to the suite, find that it doesn't have a balcony or view as per my request / confirmation. Hotel apologizes and tells me sold out.. sorry, too bad.
Hi there,

We are sorry to learn about your SNA upgrade experience.
We would like to look into this issue with the hotel, if you may provide below information to us via private mail here or by email. (Please include your Flyertalk username in email, if you choose to send information via email. )

Marriott Bonvoy account number
Name and email address

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
Marriott Bonvoy Lurker II is online now  
Old Jun 30, 22, 6:42 am
  #3545  
 
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,522
Originally Posted by LovetoTravel83 View Post
Good news and bad news for me.

Good news is 5 SNA's were confirmed for an upcoming stay in London's Park Tower. Bad news is that it used 5 SNA's that are ending in Dec, where I have 1 that is ending in a few days time.

Think this is easy to fix right, not really. Contacted CS who said you need to send an email (after explaining the problem for a while). Then I sent an email to the lurkers who asked to call CS , I replied that I did and called CS back again as well who opened a case file (after explaining the problem for a while as well.

I started the conversation by saying I have a minor issue, but it seems it is very complex.
To follow up on this. It was a bit difficult but hopefully it is sorted now.

I recieved an email saying that due to the reservation goes beyond the expiry date, I'm unable to use the SNA even though it starts prior to the expiry date.

So I went ahead and made a dummy booking and attached the SNA to it. Thankfully it went through and sent it to them. They then rectified the misnformation and said that it would be sorted.

Now I'm just waiting for the SNA to be updated with the latest expiry date.
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Old Jun 30, 22, 7:37 am
  #3546  
Moderator: British Airways Executive Club, Marriott Bonvoy
 
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 15,010
Originally Posted by handspring088 View Post
I think that I have been patient with the new dynamic point pricing of rooms, and the use of suite nights.
Just a couple of points for clarification here :

Originally Posted by handspring088 View Post
Months ahead, I asked for a suite upgrade at a London hotel. No luck
Is this regarding the use of a Suite Night Upgrade (SNA) ?

Originally Posted by handspring088 View Post
I just looked to book a London hotel for October and was quoted 58,000 points per night.
Are you considering 58,000 excessive ? It's actually below the 'going rate' for a points stay at any decent London hotel at the moment.
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Oxon Flyer is offline  
Old Jun 30, 22, 4:54 pm
  #3547  
 
Join Date: Mar 2016
Location: Southern Cali
Programs: AA ExPlat, Marriott Titanium, HH Diamond
Posts: 1,737
Just realized I have several certs expiring today. Any recourse to salvage some value or will I just lose them at this point?
FlyingFrZ is offline  
Old Jun 30, 22, 5:25 pm
  #3548  
 
Join Date: Nov 2007
Programs: Marriott Bonvoy Platinum, Hilton Honors Diamond, Delta Gold
Posts: 3,222
Originally Posted by FlyingFrZ View Post
Just realized I have several certs expiring today. Any recourse to salvage some value or will I just lose them at this point?
Unfortunately you will lose them along with the rest of us that have some left.
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friedablass is offline  
Old Jun 30, 22, 6:11 pm
  #3549  
 
Join Date: Dec 2014
Location: Samui
Programs: Marriott Bonvoy Titanium, CX Marco Polo Gold, TK Miles & Smiles Elite
Posts: 1,729
All the pain and anguish of June 30 is now gone: SNAs expiring June 30 are extended

It's now July 1 in Thailand and I've just checked my SNAs on the app. Like many here I had 3 that were set to expire unused on June 30. I was at peace with this (as they're largely irrelevant in Asia where you get an upgrade if they've got one for you anyway).

To my amazement, these three SNAs (issued 12 July 2020) now have an expiry date of December 31 along with the 5 SNAs issued 4 November 2021.

Go on, check your app. YMMV.
ftrichard is offline  
Old Jun 30, 22, 6:16 pm
  #3550  
 
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Ambassador Elite, Hilton Diamond, IHG Platinum
Posts: 1,329
Originally Posted by ftrichard View Post
It's now July 1 in Thailand and I've just checked my SNAs on the app. Like many here I had 3 that were set to expire unused on June 30. I was at peace with this (as they're largely irrelevant in Asia where you get an upgrade if they've got one for you anyway).

To my amazement, these three SNAs (issued 12 July 2020) now have an expiry date of December 31 along with the 5 SNAs issued 4 November 2021.

Go on, check your app. YMMV.
It has just become the 1st of July in England - no signs of a date extension for my two SNAs that expired yesterday but they are still there in the app. The plot thickens.
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Radiation Station is offline  
Old Jun 30, 22, 6:30 pm
  #3551  
 
Join Date: Jun 2004
Location: Santa Monica, CA
Programs: AAPLT 1MM, HHDmd, MBvLTPLT, PCAmb/Dmd, HYT Dis, ALL Gld
Posts: 1,515
Used SNAs for the first time two weeks ago at the Westin Hapuna x 2 rooms x 5 nights. Since we needed connecting rooms, emailed the hotel when I made the reservations to ask what rooms I should request that had a connecting/adjoining option? A manager was very responsive and quickly emailed back what I could request that could still be connected (most SNA options could be) and at the time they also moved our base partial ocean view award rooms to ocean view rooms (which was appreciated - but also locked me out of being able to request the SNAs for about 24 hours).

Was excited for a second when I logged in at +5 days and saw that my SNA requests were confirmed! Unfortunately neither SNA request snagged an actual suite, but it did take our rooms up another category to Premier Ocean View rooms. The view was really nice.

These were my awards for earning Platinum in 2019 and 2020, set to expire today. Despite re-qualifying for Plat in 2020 and 2021, almost all my stays were at Residence Inns where I had already booked the highest room category. So this was my first chance to try and use SNAs and my only opportunity before expiration. Given that plus using them on award stay, feel good about my first experience.

Trying again next month in Brisbane - they have only 1 suite type available that has a connecting option, and getting that is my only way to have connecting rooms with a river view (without paying for it) - so hoping for the best.
dbuckho is offline  
Old Jun 30, 22, 6:33 pm
  #3552  
 
Join Date: Nov 2001
Location: GEG
Programs: Marriott Titanium (Lifetime Platinum), Hilton Diamond, Lifetime SkyClub, AS MVP Gold
Posts: 2,338
Originally Posted by ftrichard View Post

Go on, check your app. YMMV.
My SNAs from prior years are showing as extended until December 31, 2022 in both the website and the app without any action being taken on my part to request their extension. I had 15 that were supposed to expire on June 30, 2022 (and it's still June 30, 2022 where I am.)
dgreen12 is offline  
Old Jun 30, 22, 6:45 pm
  #3553  
 
Join Date: Dec 2014
Location: Samui
Programs: Marriott Bonvoy Titanium, CX Marco Polo Gold, TK Miles & Smiles Elite
Posts: 1,729
Originally Posted by dbuckho View Post
Used SNAs for the first time two weeks ago at the Westin Hapuna x 2 rooms x 5 nights. Since we needed connecting rooms, emailed the hotel when I made the reservations to ask what rooms I should request that had a connecting/adjoining option? A manager was very responsive and quickly emailed back what I could request that could still be connected (most SNA options could be) and at the time they also moved our base partial ocean view award rooms to ocean view rooms (which was appreciated - but also locked me out of being able to request the SNAs for about 24 hours).

Was excited for a second when I logged in at +5 days and saw that my SNA requests were confirmed! Unfortunately neither SNA request snagged an actual suite, but it did take our rooms up another category to Premier Ocean View rooms. The view was really nice.

These were my awards for earning Platinum in 2019 and 2020, set to expire today. Despite re-qualifying for Plat in 2020 and 2021, almost all my stays were at Residence Inns where I had already booked the highest room category. So this was my first chance to try and use SNAs and my only opportunity before expiration. Given that plus using them on award stay, feel good about my first experience.

Trying again next month in Brisbane - they have only 1 suite type available that has a connecting option, and getting that is my only way to have connecting rooms with a river view (without paying for it) - so hoping for the best.
I admire your ambition. You're combining two precarious Marriott processes to a single reservation with apparent success: one manual (requesting connecting rooms directly with the hotel) and one automated (applying SNAs online to the reservation). This is a real white-knuckle roller-coaster of hazards. I salute you.
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Old Jun 30, 22, 7:45 pm
  #3554  
 
Join Date: Sep 2004
Location: New York, NY
Programs: Marriott Bonvoy Lifetime Tit, Hilton Diamond, BA Gold, Carlson Gold, UA*S,
Posts: 1,326
All my SNA's have been extended until the end of 2022. Thank you Bonvoy!
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Johnny Rocket is offline  
Old Jun 30, 22, 8:43 pm
  #3555  
 
Join Date: Mar 2016
Location: Southern Cali
Programs: AA ExPlat, Marriott Titanium, HH Diamond
Posts: 1,737
Originally Posted by Johnny Rocket View Post
All my SNA's have been extended until the end of 2022. Thank you Bonvoy!
My certs expiring today were also extended until the end of the year. What a nice surprise for once

Thanks Marriott
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