I think Bonvoy got away with the lackluster Ambassador service during the pandemic/up to beginning of this year - we all understand its been very tough on hotels and business travel had just started picking up again this year.

For 2023 they really need to up their game though and do something for this tier. I have around $60k QAS and if all they give me is a shared email address I'll be seriously disappointed.

I also found it MUCH easier to make friends with the front desk at hotels I am staying at frequently and they'll almost always upgrade me. This week the hotel I'm staying at is completely overbooked and they managed to find me a quiet room on a high floor which I appreciate. No "ambassadors" involved...