Why does it take so long to reach an ambassador?
Nov 23, 2013 | 6:38 pm
#1
Original Poster
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,660
Why does it take so long to reach an ambassador?
Anytime I call the Ambassador line, I'm told I'll be connected to the next available ambassador, but invariably the hold passes 10 minutes, I give up, and just call the platinum line. What's the deal?
Nov 23, 2013 | 7:34 pm
#2
In memoriam
Join Date: Mar 2000
Location: Seattle WA
Programs: Kimpton IC, Hyatt Diamond, Gold Marriott, Lifetime Platinum Starwood
Posts: 8,664
have never had this problem with my Ambassador. Then again I usually email rather than call. When I have called I have to say I abhor that "automatic" voicemail routing thing (not just SPG, but all companies that use that waste of time feature 
). My ambassador usually responds well within 4 hours unless she is out of the office and then somebody else responds to me in her place.
). My ambassador usually responds well within 4 hours unless she is out of the office and then somebody else responds to me in her place.
Nov 23, 2013 | 9:32 pm
#3
Join Date: Feb 2003
Programs: UA 1K MM, AC 50K MM, Marriott Lifetime Titanium
Posts: 293
Email, not phone
I only use email to communicate to my Ambassador. This is for non-urgent requests. Anything else I phone the Platinum line. Honestly, I don't see a lot of benefit from having an Ambassador... unless maybe if you're a high-maintenance traveller.
Nov 23, 2013 | 10:26 pm
#4
Join Date: Jan 2004
Location: Scottsdale, AZ
Programs: AA EXP, SPG Plat
Posts: 1,472
I only use email. If I have an urgent issue I will deal with the hotel directly.
Nov 23, 2013 | 11:32 pm
#5
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus, HH Gold, Hertz PC, National Executive, etc.
Posts: 31,756
Only email here also.
Nov 24, 2013 | 4:49 pm
#6
Original Member
Join Date: May 1998
Location: CT/NY
Programs: UA Plat/1.5MM, AA PltPro, B6 M4 25for25, Marriott LT Titanium, Hyatt Globalist, IHG Plat Amb
Posts: 7,421
My ambassador is out of the office for 6 weeks with no notification or replacement. Guess I'll use the generic ambassador/platinum rollover line for the rest of the year.
Nov 25, 2013 | 7:37 pm
#7
Join Date: May 2005
Location: CLE/EWR
Programs: IHG Diamond Ambassador, UA MM 1k, Marriott LTT
Posts: 482
Why does it take so long to reach an ambassador?
I've been platinum all year and have not been assigned an ambassador. How do I make this happen? Would be very helpful!
Nov 25, 2013 | 9:33 pm
#8
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Nov 26, 2013 | 10:08 am
#9
Join Date: Feb 2002
Location: San Diego, CA
Programs: SPG Platinum, HH Diamond, MR/RC Plat, KLM Plat, AS MVPG75K, UA Gold
Posts: 234
I've had the same issue as the OP. Really really excessive wait times for an "on duty" Ambassador (sometimes over 10 minutes) while the Platinum Concierge usually picks up very quickly. Another annoying thing about the Ambassador line is that "after hours" it routes overseas (usually China in my experience)-I've found them to be very polite but sometimes have a lack of understanding due to the cultural and language differences.
Nov 28, 2013 | 6:56 pm
#10
Join Date: Mar 2003
Location: Boston, MA,
Programs: AA Gold 1MM, Delta PM, *wood Ambassador Plat, Marriott Self-Imposed Exile
Posts: 679
never had a problem. love my ambassador
Dec 4, 2013 | 2:12 pm
#11
Join Date: Nov 2007
Programs: LH Sen, Starwood Amb, Hilton Diamond
Posts: 340
I got my very first introduction from my ambassador today. when I sent back a bit later asking for help with a reservation, I got an out of office reply
Feb 12, 2014 | 10:26 pm
#12
Join Date: Dec 2006
Programs: United 1K, *wood LT Plat
Posts: 912
My ambassador also has an out of office reply for anytime she isn't actually working (e.g., after hours/weekends). I think they do this so that folks know if they need truly immediate service, they need to send to the after hours team.
Feb 13, 2014 | 3:31 am
#13
Join Date: Apr 2006
Location: SYD
Programs: QF LTS, TK Elite, HH Gold, Marriott Bonvoy Gold
Posts: 175
I've always emailed my requestes and received a comprehensive response/problem solved usually within 2-3 hours. Never bothered with calling however.
Feb 13, 2014 | 5:49 am
#14
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: DL Diamond, Bonvoy Lifetime Titanium, ALL Platinum, IHG Platinum
Posts: 30,728