Originally Posted by
CLEguy
It is marketed as a single point of contact to resolve issues, but I can assure you that the Ambassador team is not equipped to do anything except make, change, and cancel reservations; reach out to properties in advance to put you in touch with those teams; and apply SNAs. They cannot help with your account, they cannot make your Choice Benefit, and they cannot follow up on system/point issues on your behalf. Frankly, the Lurker team here is much better equipped to handle issues than the Ambassadors, in my experience.
On the contrary, my Ambassador helped me resolve many issues with my account and account point balance. She followed up to confirm the correct point totals were applied and returned to me after the Aug 18 conversions and Cat 7 drop in redemption cost. When I noticed or believed there were errors, she actually reconfirmed the numbers and corrected me. She helped me make my Choice Benefit for the “extra” 5 SNAs for 75 nights even after I’d already chosen 10 SNAs for reaching 50 nights well before Aug 18. She has followed up on numerous awards and points issues.
I think legacy SPG Ambassadors were much more helpful in this difficult transition period. I think new Ambassadors were having a much tougher time navigating this transition period. But I also think that many if not most of the new Ambassadors have been learning quickly, and issues that were tougher for them to handle or resolve in August and September are easier for them to handle and resolve now. That’s both because the IT has improved greatly and because new Ambassadors have had the chance to learn more in these challenging first few months.