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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 30, 22, 10:00 pm   -   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 Jul 3, 22, 12:43 pm
  #3616  
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Originally Posted by pentiumvi View Post
How much do these SNAs cost Marriott anyways? Seems extremely foolish move to make trying to claw something that has potentially minimal cost back, and alienating their elite members.
They don't cost Marriott much if anything. But they do cost the properties which are forced to give "free" upgrades to elites. Just another reminder that Marriott cares a whole bunch more about keeping its customers (the properties) happy than it does about the guests (who are really just the product that Marriott sells).
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Old Jul 3, 22, 4:05 pm
  #3617  
 
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I'm not seeing this post on their FB page anymore:
https://www.facebook.com/marriottbonvoy

Did they reconsider this boneheaded move?
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Old Jul 3, 22, 5:31 pm
  #3618  
 
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Originally Posted by ThatAdamGuy View Post
I'm not seeing this post on their FB page anymore:
https://www.facebook.com/marriottbonvoy

Did they reconsider this boneheaded move?
Ha! Perhaps their IT could only take one away from everyone!
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Old Jul 3, 22, 9:39 pm
  #3619  
 
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I had some set to expire on 6/30 and now they say 12/31 expiry...
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Old Jul 4, 22, 10:46 am
  #3620  
 
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Under normal circumstances, I wouldnt consider the Courtyard in Chico, CA SNA-worthy. But, before my three remaining June 30ths are dragged down to the pits of Bonvoy IT Hades to join their zombified brother, I thought what the heck.

I was glad that Bonvoys back office wizardry recognized the oldest SNA, Ill be less glad when a Marriott forensic accounting intern snatches a 12/31/22 expiring Coupon Of Frustration (COF) or, worse yet, invalidates my Bonvoy account due to the virulent and pernicious fraud that I have committed.
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Old Jul 4, 22, 10:56 am
  #3621  
 
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Originally Posted by Jailer View Post
Under normal circumstances, I wouldnt consider the Courtyard in Chico, CA SNA-worthy.
Good luck! The SNAs I submitted in June to the Courtyard in downtown Tacoma WA were not accepted, nor was I upgraded upon arrival. But they did give me my room when I arrived at 2 pm, so there's that.
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Old Jul 4, 22, 3:11 pm
  #3622  
 
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Originally Posted by dshafiee View Post
Ha! Perhaps their IT could only take one away from everyone!
I have a feeling this is the explanation, and unless there is a conscious effort on their part I cant see the remaining now being rescinded.
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Old Jul 4, 22, 6:06 pm
  #3623  
 
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Has anyone thought that the recently-extended SNAs will simply not work? They could show as applied and then not be approved, with no one being any the wiser given the success record of most. Applying them to future reservations could be a pointless exercise. It will be interesting to hear from anyone who receives an upgrade from one of these applied after the June expiry date.
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Old Jul 4, 22, 6:21 pm
  #3624  
 
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Originally Posted by yyzflyer View Post
Has anyone thought that the recently-extended SNAs will simply not work? They could show as applied and then not be approved, with no one being any the wiser given the success record of most. Applying them to future reservations could be a pointless exercise. It will be interesting to hear from anyone who receives an upgrade from one of these applied after the June expiry date.
Originally Posted by Soccerjoshj07 View Post
I had 3 SNAs expiring 6/30/22 and I logged in yesterday and had 2 still showing.

Yesterday, I applied them to a 2 night reservation I had starting on 7/4/22 and they both cleared overnight. Nice!
looks like one already posted an experience and it cleared...
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Old Jul 4, 22, 7:47 pm
  #3625  
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Originally Posted by yyzflyer View Post
Has anyone thought that the recently-extended SNAs will simply not work? They could show as applied and then not be approved, with no one being any the wiser given the success record of most. Applying them to future reservations could be a pointless exercise. It will be interesting to hear from anyone who receives an upgrade from one of these applied after the June expiry date.
However, when you request a SNA, you don't pick which one(s) to use. The system is automatically supposed to apply the ones that expire first if the stay is before the expiration date.
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Old Jul 5, 22, 7:00 am
  #3626  
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I applied two of the extended ones to an upcoming res and had one unused extended one in my account which was clawed back sometime between last night and this morning.
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Old Jul 5, 22, 7:45 am
  #3627  
 
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Originally Posted by dw View Post
I applied two of the extended ones to an upcoming res and had one unused extended one in my account which was clawed back sometime between last night and this morning.
Same.
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Old Jul 5, 22, 8:27 am
  #3628  
 
Join Date: Sep 2012
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All 5 of my pre-2022 SNAs were clawed back overnight also. Looks like the post removal noted above was to take eyes off of the issue vs a change of direction.
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Old Jul 5, 22, 8:32 am
  #3629  
 
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Originally Posted by joeags View Post
All 5 of my pre-2022 SNAs were clawed back overnight also. Looks like the post removal noted above was to take eyes off of the issue vs a change of direction.
Same. I originally had 3 which was then reduced to 2 and by this morning there were none.
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Old Jul 5, 22, 8:58 am
  #3630  
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All of mine are gone. Thanks for nothing, Marriott - I hope many guests shame them and walk out.

khabah
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