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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 Feb 19, 19, 1:47 pm
  #751  
 
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Originally Posted by PanAmWT
Sorry for asking a question that may have appeared before. Just booked a stay at Marriott Providence RI for 2 rooms. Could not find anywhere on the web to apply my SNAs.
Originally Posted by margarita girl


See post # 698. Was it a prepaid rate?
No, it is not a pre-paid rate.
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Old Feb 19, 19, 2:05 pm
  #752  
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Originally Posted by PanAmWT
No, it is not a pre-paid rate.
If there are two rooms on the same reservation confirmation number, SNA's cannot be applied. You would have to get each room on a separate confirmation number before attempting.
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Old Feb 19, 19, 4:58 pm
  #753  
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worked fine at a JW Marriott recently. Upgrade confirmation, new reservation and online showed the Suite ... maybe a SR specific problem?
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Old Feb 19, 19, 6:48 pm
  #754  
 
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Ah, makes me nervous to use my SNA at St. Regis Bal Harbour in April. What property is this?
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Old Feb 19, 19, 7:47 pm
  #755  
 
Join Date: Oct 2009
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Looking at this insane chart, it would seem that SNAs DO require property intervention and if the properties do not have the required tools, SNAs are not able to be used.

https://loyaltylobby.com/2019/02/19/...y-cheat-sheet/

" Hotels must have GXP and One Yield to participate in SNAs"
and
"Only the Suite Night Awards choice requires property execution, where available. All other choices are delivered above property."

All this time we are told SNAs are out of the properties hands. No wonder this process is starting to get used and abused by properties.
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Old Feb 19, 19, 8:51 pm
  #756  
 
Join Date: Oct 2017
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Originally Posted by Kacee
This just seems like poor management. They've given the properties complete discretion to select their SNA pool, and many properties have, predictably, totally gamed the process.

And what's with properties (hello, Prince Gallery) opting out entirely? How is that allowed?
I stumbled across this thread after trying to apply an SNA for an upcoming trip at the St. Regis Istanbul. I saw that the upgrade options only included one base suite (the St. Regis) and the rest were regular rooms (deluxe, superior, w/ view, w/ balcony, etc.), which left me confused. This is the first time that I've received/used SNAs and am disappointed to see that the terms (or the application of the terms) have shifted. Anyway, I guess I'll sleep on whether to apply the SNAs to this trip or wait for another opportunity.

And to end with a quick question, is there a way to see a specific hotel's pool of SNA-eligible rooms without making a booking?
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Old Feb 20, 19, 7:15 am
  #757  
 
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My experience at the St R BH was that I got an email indicating a ridiculous SNA upgrade and then the hard reality when I arrived was that I got the room that I booked (basic room) one floor up from what I paid for and 2 SNAs were deducted. It was in December so they were use or lose and I lost.
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Old Feb 20, 19, 7:53 am
  #758  
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Originally Posted by svo242
Ah, makes me nervous to use my SNA at St. Regis Bal Harbour in April. What property is this?
Punta Mita.
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Old Feb 20, 19, 8:57 am
  #759  
 
Join Date: Apr 2009
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Originally Posted by swintec
Looking at this insane chart, it would seem that SNAs DO require property intervention and if the properties do not have the required tools, SNAs are not able to be used.

https://loyaltylobby.com/2019/02/19/...y-cheat-sheet/

" Hotels must have GXP and One Yield to participate in SNAs"
and
"Only the Suite Night Awards choice requires property execution, where available. All other choices are delivered above property."

All this time we are told SNAs are out of the properties hands. No wonder this process is starting to get used and abused by properties.
Properties may choose to not participate in the SNA program or limit the number of upgraded room types available for SNA selection and/or limit the number of rooms they make available in each SNA upgrade category.
They can also see incoming SNA requests.
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Old Feb 20, 19, 9:42 am
  #760  
 
Join Date: Oct 2009
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Originally Posted by funkbandit
Properties may choose to not participate in the SNA program or limit the number of upgraded room types available for SNA selection and/or limit the number of rooms they make available in each SNA upgrade category.
They can also see incoming SNA requests.
Yes, that is what I was showing, but what i was getting at is that folks (and the lurkers many times since the merger) have told us that the SNA process is completely above the property and the property has nothing to do with it (how many times has the term "black box process" been seen in this thread?). However, now, we have a document from marriott showing us " requires property execution ". Not only that, " Hotels must have GXP and One Yield to participate in SNAs " which gives another out for the property. I do not know what those tools are or if they are used for other core functions but it would seem if a hotel does not want to participate they can simply discontinue usage of those tools or claim ignorance.
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Old Feb 20, 19, 9:45 am
  #761  
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Originally Posted by funkbandit
Properties may choose to not participate in the SNA program
Allowing properties to opt out of the SNA program at their discretion is a major devaluation of the purported benefit.
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Old Feb 20, 19, 9:55 am
  #762  
 
Join Date: Oct 2009
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Originally Posted by Kacee
Allowing properties to opt out of the SNA program at their discretion is a major devaluation of the purported benefit.
to be fair, do we know if they specifically allow them to just completely opt-out or can the property claim ignorance and not use the required tools which gives an out that way? obviously the end result is the same for us though.
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Old Feb 20, 19, 10:07 am
  #763  
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Interesting, for a company that was known for consistency (for better or for worse), Marriott seems to be losing control now of any degree of consistency in their company...awards being available, SNAs being available, breakfast benefit, alternative amenity, etc.
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Old Feb 20, 19, 12:45 pm
  #764  
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Originally Posted by swintec
to be fair, do we know if they specifically allow them to just completely opt-out or can the property claim ignorance and not use the required tools which gives an out that way? obviously the end result is the same for us though.
The T&C seem to allow properties to elect not to participate. As an example, Prince Gallery Tokyo recently ended its participation.
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Old Feb 20, 19, 1:56 pm
  #765  
 
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Originally Posted by Marriott Bonvoy Lurker
If there are two rooms on the same reservation confirmation number, SNA's cannot be applied. You would have to get each room on a separate confirmation number before attempting.
Thank you for fast pick up of my question. The two rooms have separate confirmation numbers. Anyway, I deleted the second room and make a new reservation, so the two reservations are separately listed now. Still no way to use SNA.

Update: In the new reservation I saw a statement that suite upgrade not available because either there is no standard suites or the hotel does not participate in the SNA program. Since the hotel does have suites including Junior Suites, the only explanation is that the hotel does not participate in the SNA program.
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Last edited by PanAmWT; Feb 20, 19 at 2:13 pm
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