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SNA - Suite Night Awards - master questions and discussion thread

Old Dec 19, 18, 10:39 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
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 23, 23, 4:30 am
  #4096  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 954
Originally Posted by kumarshah
Question on something weird I am seeing - mismatch between website and app.

I have a reservation next weekend at Marriott Stanton South Beach, I had applied for SNAs on the website long time back which are still pending. And they show up as pending too.

On the mobile app when I open the reservation it says this reservation is not eligible for SNAs though.

Which is accurate?
Dear kumarshah,

If you can send a private message to us with below information, we will be pleased to check on it for you.

Your full name
Marriott Bonvoy account number
The email address associated with your account and the details
Your most recently credited past stay (hotel name and date of stay).
The reservation details with the SNA issue

Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]
Marriott Bonvoy Lurker II is offline  
Old May 23, 23, 7:08 am
  #4097  
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Join Date: Dec 2012
Posts: 330
Originally Posted by Marriott Bonvoy Lurker II
Dear kumarshah,

If you can send a private message to us with below information, we will be pleased to check on it for you.

Your full name
Marriott Bonvoy account number
The email address associated with your account and the details
Your most recently credited past stay (hotel name and date of stay).
The reservation details with the SNA issue

Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]
To update on this, App was wrong.

My SNAs cleared today, yay. Hopefully no downgrades will happen during check-in like others are saying here.

Thanks
SPN Lifer, KRSW, TXJeepGuy and 1 others like this.
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Old May 23, 23, 11:22 pm
  #4098  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 954
Originally Posted by kumarshah
To update on this, App was wrong.

My SNAs cleared today, yay. Hopefully no downgrades will happen during check-in like others are saying here.

Thanks
Dear Kumarshah,

Kindly suggest that you may try to log out and log in again to refresh the APP data, and update the APP to the newest version.

If you need help for the SNA fulfillment upon check-in, you may call our Loyalty Support for immediate assistance. Our Loyalty Program phone numbers can be found on the following page: https://www.marriott.com/help/loyalt...mer-support.mi

Wish you have a nice stay.

Please feel free to contact us if we can be of any assistance.


Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]

Last edited by Marriott Bonvoy Lurker II; May 23, 23 at 11:23 pm Reason: typo
Marriott Bonvoy Lurker II is offline  
Old May 24, 23, 8:57 am
  #4099  
 
Join Date: Feb 2012
Posts: 352
W Taipei

Denied 😭
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Old May 25, 23, 6:38 pm
  #4100  
 
Join Date: Jun 2015
Location: LA
Programs: AA, DL, UA
Posts: 499
Booked in a king room at the Renaissance Palm Springs for 2 guests.

5 days before I see it was automatically changed to 4 guests. I can confirm my original reservation was for 2 guests via the confirmation email.

Could this be a tactic for the hotel to not upgrade guests using the SNA system? As the suites have a maximum occupancy of 3 guests. From what I understand the upgrade process should be automatic. Furthermore, when I try to edit my SNA request, no suites end up showing up.
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Last edited by supermintyfresh; May 25, 23 at 6:44 pm
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Old May 25, 23, 6:57 pm
  #4101  
 
Join Date: Dec 2004
Posts: 7,745
I sent you a PM w/email address for the Renaissance.

I would guess it’s not intentional. I didn’t use an SNA and they upgraded me to Jr suite which is just a little larger room w/ a sofa and tv area near the front. So I would think they will respect an SNA and give you a regular suite if it’s not a special weekend. I don’t know how many suites they have but it seems like a large property.
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Old May 26, 23, 3:14 am
  #4102  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia, Hyatt Glob
Posts: 15,178
Originally Posted by supermintyfresh
Booked in a king room at the Renaissance Palm Springs for 2 guests.

5 days before I see it was automatically changed to 4 guests. I can confirm my original reservation was for 2 guests via the confirmation email.

Could this be a tactic for the hotel to not upgrade guests using the SNA system? As the suites have a maximum occupancy of 3 guests. From what I understand the upgrade process should be automatic. Furthermore, when I try to edit my SNA request, no suites end up showing up.
Happens all the time to me when I add a second guests name to the reservation. Its an IT glitch. Ive contacted the hotel and they still see only 2 people. I think @Keyser had 10-12 people on his reservation at one point.

The hotel does not approve SNAs, the system does. However, there have been reports of hotels downgrading suites after an SNA was approved.
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Old May 26, 23, 6:13 am
  #4103  
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Join Date: Apr 2009
Location: India
Programs: Bonvoy Ambassador & Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,241
Originally Posted by margarita girl
Happens all the time to me when I add a second guests name to the reservation. Its an IT glitch. Ive contacted the hotel and they still see only 2 people. I think @Keyser had 10-12 people on his reservation at one point.
Ah yes, I remember that reservation. I believe it went up to 9 guests at one point.
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Old Jun 12, 23, 12:41 pm
  #4104  
 
Join Date: Oct 2012
Programs: HH Gold
Posts: 178
What is the latest I can use a sna, is it 1 day prior to arrival?
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Old Jun 14, 23, 8:00 am
  #4105  
FlyerTalk Evangelist
 
Join Date: Apr 2009
Location: India
Programs: Bonvoy Ambassador & Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,241
Originally Posted by diablo77
What is the latest I can use a sna, is it 1 day prior to arrival?
Its 24 hours prior to local check-in time.
Keyser is offline  
Old Jun 15, 23, 3:19 am
  #4106  
 
Join Date: Aug 2016
Programs: Marriott Ambassador, A3 Gold, M&M Senator
Posts: 112
Due to a missing stay that took Marriott about 2 months to get posted from last year and another 3 months to post the SNAs finally at the end of May this year, they now refuse to extend the expiration. I really feel it's super poor customer service, if it takes Marriott 5 months to do something that should take days and then just shrug and say nothing can be done..
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Old Jun 16, 23, 1:53 am
  #4107  
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Join Date: Oct 2012
Location: UK
Programs: BA Silver, IHG Diamond Amb, Marriott Plat, Hilton Diamond
Posts: 645
Originally Posted by Ikaz
Also downgraded upon arrival at the Westin Dublin. My SNA was confirmed in their library suite and actually needed a different room/area to work from, which is the only reason I kept the reservation (I would have booked different hotel without the suite). The upgrade was confirmed 5 days before and was visible in the app.

Upon check in they said that I had been upgraded me to a deluxe room I only saw after I had settled in the room, but they were actually still selling a suite for the night too.

They also keep my SNA voucher and havent returned it although they said they would.
Almost a month later and still no return of my SNA, or answer to my attempts to contact them... Just proves to me that this hotel just doesn't care and are happy with their lies to me (they lied that there were no suites available and that they would return my voucher, with no intention on actually doing anything about it and hoping that Marriott IT would automatically resolve it I guess...)
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Old Jun 16, 23, 2:36 am
  #4108  
 
Join Date: Mar 2019
Programs: AA EXP and Marriott Titanium
Posts: 627
I guess something is better than nothing (who am I kidding, they will still rarely clear)

Marriott Making Positive Changes To Suite Night Awards
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Old Jun 16, 23, 3:28 am
  #4109  
 
Join Date: Jul 2019
Programs: Delta PM, Marriott Titanium
Posts: 242
The hotel getting paid even if low occupancy should help with these clearing... The rest of the points just seem like marketing.
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Old Jun 16, 23, 3:45 am
  #4110  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 954
Originally Posted by Ikaz
Almost a month later and still no return of my SNA, or answer to my attempts to contact them... Just proves to me that this hotel just doesn't care and are happy with their lies to me (they lied that there were no suites available and that they would return my voucher, with no intention on actually doing anything about it and hoping that Marriott IT would automatically resolve it I guess...)
Dear Ikaz,

We are sorry to learn about this. We have sent you a private message to continue to follow up.

Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]
Marriott Bonvoy Lurker II is offline  

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