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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 DOESN’T 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 Jul 17, 22, 11:35 am
  #3706  
 
Join Date: Dec 2007
Location: SFO
Posts: 4,537
Originally Posted by MSPeconomist View Post
the hotel might have the "available" standard suite preassigned to some higher tier elite or frequent guest at the property.
properly “pre-assigned” suites are taken out of inventory. Just like if you call out their availability of suite at the counter and they “magically” gets pre-assigned to other members
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Old Jul 17, 22, 11:37 am
  #3707  
 
Join Date: Mar 2019
Posts: 503
Originally Posted by myperks View Post
properly “pre-assigned” suites are taken out of inventory. Just like if you call out their availability of suite at the counter and they “magically” gets pre-assigned to other members
exactly I'm sure they're saving it for some higher elite and that's what they tell that elite.
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Old Jul 17, 22, 11:38 am
  #3708  
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And then they mention it's available for a paid upgrade.
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Old Jul 17, 22, 11:40 am
  #3709  
 
Join Date: Mar 2019
Posts: 503
Originally Posted by Kacee View Post
I read the question as, how do you get a standard suite when you're entitled to one under program rules, and the property refuses? The answer is, how good are your persuasion skills, how hard are you willing to push, and are you going to let it ruin your stay if the property refuses despite efforts? It's not like there's some magic silver bullet.
getting in a fight about getting upgraded would not ruin my stay obviously if hyatt had a decent property around where I'm going we wouldn't be having this conversation. What I'm really asking if they denie the benefit and I show in writing the rules and get corp on the phone can they twist the words into that they don't have to upgrade to a suite or will they eventually give in I'm really looking for data points or people with experience with this
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Old Jul 17, 22, 11:52 am
  #3710  
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Originally Posted by Ijones027 View Post
getting in a fight about getting upgraded would not ruin my stay obviously if hyatt had a decent property around where I'm going we wouldn't be having this conversation. What I'm really asking if they denie the benefit and I show in writing the rules and get corp on the phone can they twist the words into that they don't have to upgrade to a suite or will they eventually give in I'm really looking for data points or people with experience with this
Maybe you missed the "there is no silver bullet" part of my answer. It goes back to how good are your persuasion skills. Because just showing them the rules and threatening to call, or then actually calling Marriott, are not necessarily going to accomplish anything. It's more likely than not that they'll stick to the party line of "we're sorry, that suite is not available for an upgrade."

I've played this game at numerous Marriott properties around the world. I'd venture my success rate is higher than most. But this is like a client asking whether he's going to win at trial. The outcome can't be predicted. It's 100% dependent on the people vested with the power to make the final decision.
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Old Jul 17, 22, 12:41 pm
  #3711  
 
Join Date: Mar 2019
Posts: 503
Originally Posted by Kacee View Post
Maybe you missed the "there is no silver bullet" part of my answer. It goes back to how good are your persuasion skills. Because just showing them the rules and threatening to call, or then actually calling Marriott, are not necessarily going to accomplish anything. It's more likely than not that they'll stick to the party line of "we're sorry, that suite is not available for an upgrade."

I've played this game at numerous Marriott properties around the world. I'd venture my success rate is higher than most. But this is like a client asking whether he's going to win at trial. The outcome can't be predicted. It's 100% dependent on the people vested with the power to make the final decision.
like I thought so. So what was your method in getting it?
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Old Jul 20, 22, 1:54 am
  #3712  
 
Join Date: Mar 2019
Posts: 503
I put in a request for sna and haven't received a response i looked in the app and it says this reservation can't be upgraded, but I haven't received a email that it was declined and it's not back in my account, what's that I'm supposed to make of it ?
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Old Jul 20, 22, 2:14 am
  #3713  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
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Originally Posted by Ijones027 View Post
I put in a request for sna and haven't received a response i looked in the app and it says this reservation can't be upgraded, but I haven't received a email that it was declined and it's not back in my account, what's that I'm supposed to make of it ?
Hi ljones027,

We would like to help look into this if you may provide below information to us via private mail here or by email below. If you choose to send the information via email, please include your Flyertalk username.
Marriott Bonvoy account number
Email address registered on account
Reservation details(hotel name, stay date and confirmation#)

[email protected]

Best Regards,

Christina Z
Specialist, Social Media
Marriott International
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Old Jul 20, 22, 12:55 pm
  #3714  
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What is frustrating is not knowing if a property allows SNAs, or what the room options are until after you make a reservation... so often I book a hotel and then find out that they don't allow SNAs or only offer rooms with better views and not actual upgrades or suites, and then have to cancel and book somewhere else.
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Old Jul 20, 22, 1:42 pm
  #3715  
 
Join Date: Aug 2011
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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?
I booked a staycation for two nights on 29 June, to use up two of my certificates before they expired. Since one of those was issued back in May 2020, I figured the chances that they would extend them were zero. So, use or lose, and I used!

--woodstock
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Old Jul 22, 22, 2:41 pm
  #3716  
 
Join Date: Dec 2010
Location: LHR
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Question regarding ACB which I hope you don't mind me asking here. I have both PLT and TIT ACB to select but presently only want to activate the PLT benefit as SNAs leaving the TIT for later to decide which option to take. When going to the selection process on the Marriott site it seems I have to select both simultaneously. Is there a work around?
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Old Jul 23, 22, 2:28 am
  #3717  
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If using the app, try the website, or vice versa. You should be able to select solely the Marriott Bonvy Platinum Elite Annual Choice Benefit (ACB) now, and hold off on your Titanium Elite ACB until close to (or very slightly after) year end.

Selecting Annual Choice Benefit
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Old Jul 25, 22, 10:41 am
  #3718  
 
Join Date: Oct 2006
Location: CLE
Programs: UA-Silver, HHonors-Gold, Marriott-Plat
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Westin Maui Resort & Spa (check in 6/28) - SNA request denied 5 days out for 7-night stay. My friend was in line in front of me and got a suite upgrade on the spot with no SNA's needed. Same as person in line next to me. We received no upgrade at check in. I looked at Marriott app to book a suite and they were available. Showed manager and she said you can't rely on system. So my question to her was "if I booked a 7-night suite stay on the spot on the app, would I get my suite room?" Her answer was no. This hotel also has the "premium suites" which you can't get with an SNA. They did try to sell me this upgrade. Truly tasteless.

Five of my SNA's expire 12/31 and my family vacations are done for the year. I couldn't care less about suite upgrades on solo business travel. Another great bait and switch benefit by the Marriott team.
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Old Jul 25, 22, 5:53 pm
  #3719  
 
Join Date: Dec 2014
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Originally Posted by karch View Post
Westin Maui Resort & Spa (check in 6/28) - SNA request denied 5 days out for 7-night stay. My friend was in line in front of me and got a suite upgrade on the spot with no SNA's needed. Same as person in line next to me. We received no upgrade at check in. I looked at Marriott app to book a suite and they were available. Showed manager and she said you can't rely on system. So my question to her was "if I booked a 7-night suite stay on the spot on the app, would I get my suite room?" Her answer was no. This hotel also has the "premium suites" which you can't get with an SNA. They did try to sell me this upgrade. Truly tasteless.

Five of my SNA's expire 12/31 and my family vacations are done for the year. I couldn't care less about suite upgrades on solo business travel. Another great bait and switch benefit by the Marriott team.
Were you all staying for 7 nights (your friend in front of you and the person next to you)? I ask because this could explain why they got suite upgrades at check in and you didn't. It's well known that the shorter the stay the greater the chances of getting a suite upgrade because the hotel has greater confidence in the suite being unsold for the duration of your stay. A 7-night stay anywhere would be far less likely to score a suite for the duration than a stay of a few nights. On the other hand, if you were all checking in for 7 nights on identical rates and with identical elite status then you were probably being victimised by the hotel for undisclosed reasons. Did you forget to smile at the receptionist when you arrived?
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Old Jul 26, 22, 7:06 am
  #3720  
 
Join Date: Oct 2006
Location: CLE
Programs: UA-Silver, HHonors-Gold, Marriott-Plat
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Originally Posted by ftrichard View Post
Were you all staying for 7 nights (your friend in front of you and the person next to you)? I ask because this could explain why they got suite upgrades at check in and you didn't. It's well known that the shorter the stay the greater the chances of getting a suite upgrade because the hotel has greater confidence in the suite being unsold for the duration of your stay. A 7-night stay anywhere would be far less likely to score a suite for the duration than a stay of a few nights. On the other hand, if you were all checking in for 7 nights on identical rates and with identical elite status then you were probably being victimised by the hotel for undisclosed reasons. Did you forget to smile at the receptionist when you arrived?
100% agree but both parties had 7-day stays. It just rubs me wrong that upgrades were available at check-in (since they were handing them out), but my SNA request was denied. I would have thought nothing of the SNA denial for a 7-night stay had I not watched the front desk handing out upgrades upon arrival.

Oh and yes, of course I was polite, smiled, etc. I am never the "do-you-know-what-I-think-I-am-entitled-to" kind of traveler. I elevated the issue via Marriott chat and spoke to the front desk manager in person privately.
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