Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Marriott | Marriott Bonvoy
Reload this Page >

Marriott Bonvoy ĎAmbassador Eliteí Level : Ambassador experiences [Master Thread]

Marriott Bonvoy ĎAmbassador Eliteí Level : Ambassador experiences [Master Thread]

    Hide Wikipost
Old Aug 22, 19, 4:14 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: bhrubin
Wiki Link
Ambassador Service general email address: [email protected]

Ambassador Service general phone line (USA): (866) 924-9885
Print Wikipost

Old Dec 22, 18, 5:00 pm
  #1606  
Marriott 25+ BadgeAman Contributor Badge
 
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,561
Originally Posted by hockeyinsider View Post
There are far too many documented cases of front desks playing games and lying about room and suite availability to believe a property. I know plenty of properties that only book their suites through their sales office.
I think you’ve mistaken the exception for the rule, particularly for Ambassador guests and particularly at hotels that actually have a decent inventory of suites available.

There are just too many examples where that just isn’t true. In this forum alone. I’ve managed to be upgraded to any number of specialty suites. I’ve also managed to book any number of suites without ever going through a single sales office/department.

I think your perspective may be based on hotels that are much higher occupancy than you want to believe and/or hearing things that are second hand and not the whole story.

Marriott writes its terms and conditions for its real customers, the owners and third-party management companies.
And still so many examples herein show that good Ambassador customers get a lot of suite upgrades at even some of the most aspirational and amazing hotels. Even to some higher than standard/select suites on many occasions. But not necessarily when the hotels are sold out, as anyone reasonable might expect.

The fact is Marriott deliberately removed "select" or "standard" suites verbiage from the language of the upgrade terms earlier this year. This is pretty damn clear: "Platinum Elite Members receive a complimentary upgrade to the best available room subject to availability for the entire length of stay at the time of check-in. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors." [emphasis added]
Actually, you are reading that the way you want and not as it is written: “Platinum Elite members receive a complimentary upgrade to the best available room subject to availability for the entire length of stay...”

That is best available room to follow your own literal requirement. It does not say the best available suite as you are trying to insinuate against all common sense and against what is written for all to see. Just as it does not include best available corner room, even though it does include corner rooms. Just as it does not include best available rooms with special views, even though it does include rooms with special views.

You’ve been reading that to suit the preferred interpretation that you’ve chosen and not the obvious and even literal interpretation. Sorry.

Marriott has chosen to update its terms and conditions to deliberately remove the "select" or "standard" suite qualifier.
It doesn’t matter, as amply demonstrated above. The evidence is ample. You just don’t want to believe it for your own reasons.

Not really. The hotel manager's own words to my ambassador was that they don't distinguish between platinums, platinum premiers and ambassadors. Period. I think all elites get taken care of well here, availability allowing. The issue is, however, they don't think they have to upgrade beyond their entry-level suite and that the upgrade is done at arrival as opposed to the time of check-in. The time of check-in makes a big difference, if I'm checking in today for a stay tomorrow and you, with equal status, check-in tomorrow. All things being equal, I should get the upgrade based on the terms and conditions because my time of check-in was earlier than yours.
I am going to have to doubt that the manager actually said that. Just as you interpreted the terms and conditions above to suit an interpretation you want rather than what is most clearly stated, I think it’s pretty easy to see how you might also have done the same with whatever your Ambassador may or may not have told you second hand that a hotel manager stated. The reporting here is third hand hearsay, and there’s a reason that isn’t admissible in court. I believe that you think that’s what was said, but I’m not convinced that was actually what was said.

You clearly think you’re entitled to something that the hotel didn’t provide to you, even as the same hotel has provided that and more to others here at its discretion. I don’t think you’re building much of a case for a hotel to do things for you in its future discretion, I’m afraid.

Last edited by bhrubin; Dec 22, 18 at 5:11 pm
bhrubin is offline  
Old Dec 22, 18, 11:14 pm
  #1607  
Suspended
 
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,331
Originally Posted by bhrubin View Post


I think youíve mistaken the exception for the rule, particularly for Ambassador guests and particularly at hotels that actually have a decent inventory of suites available.

There are just too many examples where that just isnít true. In this forum alone. Iíve managed to be upgraded to any number of specialty suites. Iíve also managed to book any number of suites without ever going through a single sales office/department.

I think your perspective may be based on hotels that are much higher occupancy than you want to believe and/or hearing things that are second hand and not the whole story.



And still so many examples herein show that good Ambassador customers get a lot of suite upgrades at even some of the most aspirational and amazing hotels. Even to some higher than standard/select suites on many occasions. But not necessarily when the hotels are sold out, as anyone reasonable might expect.



Actually, you are reading that the way you want and not as it is written: ďPlatinum Elite members receive a complimentary upgrade to the best available room subject to availability for the entire length of stay...Ē

That is best available room to follow your own literal requirement. It does not say the best available suite as you are trying to insinuate against all common sense and against what is written for all to see. Just as it does not include best available corner room, even though it does include corner rooms. Just as it does not include best available rooms with special views, even though it does include rooms with special views.

Youíve been reading that to suit the preferred interpretation that youíve chosen and not the obvious and even literal interpretation. Sorry.



It doesnít matter, as amply demonstrated above. The evidence is ample. You just donít want to believe it for your own reasons.



I am going to have to doubt that the manager actually said that. Just as you interpreted the terms and conditions above to suit an interpretation you want rather than what is most clearly stated, I think itís pretty easy to see how you might also have done the same with whatever your Ambassador may or may not have told you second hand that a hotel manager stated. The reporting here is third hand hearsay, and thereís a reason that isnít admissible in court. I believe that you think thatís what was said, but Iím not convinced that was actually what was said.

You clearly think youíre entitled to something that the hotel didnít provide to you, even as the same hotel has provided that and more to others here at its discretion. I donít think youíre building much of a case for a hotel to do things for you in its future discretion, Iím afraid.
We are just going to have to agree to disagree.
hockeyinsider is offline  
Old Dec 23, 18, 12:31 am
  #1608  
 
Join Date: Feb 2008
Programs: Marriott LT Platinum; United 1MM, 1K
Posts: 81
Hey, I'd like some advice.
17 years platinum (several with both SPG as well as Marriott) but first time Ambassador.

My stay that ended on Dec 13th topped off my $$ spend to reach Ambassador, but the hotel dropped a decimal place in reporting the revenue on my 16 day Sydney Shearton on the Park stay. I saw the nights increment and was waiting for the $$ to go over 20K... I finally called in on Wednesday night and the agent found the problem and fixed it, so now the web site and app reflect my status accurately, but no email from the ambassador team or email survey or anything.

Its been a long year for all of us, and no doubt extra long for all of the Marriott and SPG staff. Its also the weekend leading into the holidays. Wish I had had time last week to follow-up but I was swamped also.
That said, I was really hoping to get some help with a reservation starting on Dec 26th.
Does anyone have an Ambassador hotline email or phone number they could PM me to get this jump-started?

Hope you all have a great holiday season!

Thanks!
-Gregor
Gregor is offline  
Old Dec 23, 18, 1:59 am
  #1609  
 
Join Date: Dec 2018
Programs: A Few
Posts: 14
Originally Posted by Gregor View Post
Hey, I'd like some advice.
My stay that ended on Dec 13th topped off my $$ spend to reach Ambassador, but the hotel dropped a decimal place in reporting the revenue on my 16 day Sydney Shearton on the Park stay.
Odd that point posting is manual to the extent that a decimal place can be inserted in the wrong place?

Either way, congrats. I also recently made Ambassador. There's an email address posted at the top of this thread (in the wiki section).
Gregor likes this.
ftaus is offline  
Old Dec 23, 18, 6:20 am
  #1610  
 
Join Date: Sep 2014
Location: TPA/DFW
Programs: AA EXP, MB LTTE/A HH DIA, DL
Posts: 1,086
Originally Posted by ucfjoe View Post
Can someone guide me clearly on what counts as qualifying spend and what doesnít? T&Cís are a little vague and mostly reference points being earned not AMB qualification. Its looking like under the current magical method iím going To end the year at $19,500 and Iíd like to be able to verify things.

So far it appears that the following donít count:

Resort Fees

Parking

Taxes

Meeting Rooms (though even in the T&C it appears as they should)

Souvenirís (such as if I decide I want to keep a used bathrobe from my room)?

As an aside I find it really absurd that resort fees and parking doesnít count for AMB or points. Iíd have much preferred they just say $25,000 (or whatever) spend that is on a folio with my name and rewards number on it. They could have saved the IT cost of creating another formula to track.
The simple formula for me is to take base points divided by 10 (although I don't know the effect of staying at hotels that only allow 5 base points on eligible spend).
txpenny is offline  
Old Dec 23, 18, 8:07 am
  #1611  
 
Join Date: Mar 2010
Location: Sunshine State
Programs: Avis Trump. Costco Exec. SPG PLAT PREM-90. WN A+/CP. AA SLV. Nat EE..
Posts: 445
Originally Posted by txpenny View Post
The simple formula for me is to take base points divided by 10 (although I don't know the effect of staying at hotels that only allow 5 base points on eligible spend).
Thanks. Thatís not a bad way to go about it. At a minimum it looks like I at least have a problem of F&B charges making it in base points if thatís the case. It looks like Iím going to just miss this by a few hundred bucks even if I get some of the charges corrected. Itís my fault for not fully understanding it earlier but Iím more annoyed with having to spend so much time to figure it out and audit it myself. Iím calling it quits unless I randomly need to spend $1k in the next five days. But also, can someone confirm that 10 meeting nights still count or if I use my Plat 50/75 gift of 5elite nights that will count for the 100 nights needed for AMB?
ucfjoe is offline  
Old Dec 23, 18, 1:28 pm
  #1612  
 
Join Date: Feb 2005
Location: DEN, or so it says...
Programs: UA1K/RCC, Avis CHM, NWA Plat, SPG Plat
Posts: 2,841
I just made an approximate tally for 2018.
Two emails went unanswered.
One email was answered directly by my ambassador.
One email was sent by my ambassador (but it has a link to a salesforce domain, so I assume it was auto-generated).
One follow-up email hasn't been responded to in over a month.
Thirteen emails either went to OOO or were answered by someone else, days later, without an OOO indicator.

I typically only contact the service when I have a billing issue or when there is an issue with a hotel (happened twice this year).
Sometimes, the outcome is ok, sometimes, I feel like they could have done a lot more, especially when my status wasn't showing up starting in August, or when I had some botched stays.
When my status wasn't showing up, the response was: "you're getting your points, so your status is showing up". What they failed to understand is that I finally figured out that my status was not showing up, so I brought it to the hotel's attention when I checked it and they appropriately credited me at that time, after looking at a different screen to see that I actually had status. I contacted the AMB program about missing points for the stays before that, but never got a response.

I am a low key traveler. I rarely get upgraded or get extra amenities (with one exception, a Seattle-area hotel that does make me feel welcome) , but I also don't challenge the hotel.

Last year, I asked for a new ambassador after the old one told me to figure out stuff myself, versus helping me. I had good hopes for the new one, and spent about 20-30 minutes on the phone with her for an introductory call. She asked for birthday info, anniversary information, etc... To this day, I still don't know why I had that conversation or what it supposedly did for me.

I don't think I am getting anything out of this service whatsoever that a regular customer service rep couldn't do...
dimramon is offline  
Old Dec 23, 18, 1:39 pm
  #1613  
 
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAEE, Hilton Diamond, SPG Plat, US CP (RIP)
Posts: 1,790
Based on this thread I think Marketingís video about Ambassador service is leading to much of the discontent. The personalized service alluded to by marketing doesnít match the service level being delivered in most cases. I wasnít expecting a Misty Copeland doll, but neither was I expecting less personal service then I get from the Platinum line.
Segments is offline  
Old Dec 23, 18, 3:18 pm
  #1614  
Marriott 5+ BadgeHyatt Contributor Badge
 
Join Date: Jan 2011
Location: HKG, SFO, NYC
Programs: UA 1K, AA EXP; Starriott Ambassador; Hyatt Globalist; IHG Spire Amb; Hilton Diamond; Accor Gold
Posts: 2,521
Originally Posted by MostlyUA View Post
My ambassador is either overwhelmed, lazy or inexperienced.

As for hotels, I don't recall being recognized for having an Ambassador status. The FD staff and Concierges at the hotels I normally stay in the cities I normally visit all know me either by name or face. Sometimes, the hotel management puts chocolates or some lame fruit plate, neither of which I consume. The welcome gifts have never come from the ambassador. I just checked my Marriott App, and I have spent 120 nights at a Marriott property this year for over $50K -- over a third of the nights this year was spent in a hotel room -- now, that's a sad statistic.

By the way, what would make me happy? A split of wine and some nuts. My Ambassador's replies are "I'll see what I can do" which means she's not going to do anything.
I'm at >200 nights across Marriott + Hyatt this year. I feel the pain.

I likewise don't care for fruit plates or chocolate, and do appreciate a boozy treat. Have received wine on occasion and even craft beer & cozys at the W Austin. I feel like it's more of a specific property gift.

Only time my Ambassador came through was after asking to set up balloons and champagne for my girlfriend's surprise birthday trip (which they did gratis).
helvetic is offline  
Old Dec 23, 18, 3:44 pm
  #1615  
 
Join Date: Mar 2010
Location: Sunshine State
Programs: Avis Trump. Costco Exec. SPG PLAT PREM-90. WN A+/CP. AA SLV. Nat EE..
Posts: 445
Originally Posted by txpenny View Post
The simple formula for me is to take base points divided by 10 (although I don't know the effect of staying at hotels that only allow 5 base points on eligible spend).

So your formula works for base room rate but looking back at just about all of my recent stays my F&B never seemed to count as the base points stayed at x10 my base room rate. Does this to the same for you? I canít imagine itís wrong on 9/10 of my last stays.
ucfjoe is offline  
Old Dec 23, 18, 5:26 pm
  #1616  
Marriott 5+ BadgeHyatt Contributor Badge
 
Join Date: Jan 2011
Location: HKG, SFO, NYC
Programs: UA 1K, AA EXP; Starriott Ambassador; Hyatt Globalist; IHG Spire Amb; Hilton Diamond; Accor Gold
Posts: 2,521
I've recently received some truly excellent support from a specific ambassador who picked up a thread from the general support email. Is there a way to ask to be assigned to that specific ambassador, and any way to broach the subject in a non-awkward way? I don't want to offend my ambassador of two years, who was nice though didn't really exceed expectations and has been extremely unresponsive lately.

Any thoughts? Anyone here ever asked to be assigned to a specific ambassador?

Perhaps a question for the SPG lurkers…
helvetic is offline  
Old Dec 23, 18, 5:28 pm
  #1617  
Suspended
 
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,331
Originally Posted by dimramon View Post
Last year, I asked for a new ambassador after the old one told me to figure out stuff myself, versus helping me. I had good hopes for the new one, and spent about 20-30 minutes on the phone with her for an introductory call. She asked for birthday info, anniversary information, etc... To this day, I still don't know why I had that conversation or what it supposedly did for me.

I don't think I am getting anything out of this service whatsoever that a regular customer service rep couldn't do...
This has basically been my experience. My first ambassador didn't respond. A manager promptly reassigned me. The new ambassador seemed like she would be awesome, but she hasn't delivered on anything. Every upgrade or special request that has been fulfilled has been because of me, not her. In fact, whenever she handled a special request for extra feather pillows and extra towels it was never fulfilled, despite her saying she communicated it to the property liaisons. I'd like to believe her, but I have a hard time believe 7 or 8 properties would blow her off. So either she's not doing her job or the system is broken. She asked me a bunch of my preferences, special dates and the like. Not one hotel has offered an amenity matching my preferences. One hotel gave me an amenity but it was something I don't eat. The whole point of the preferences is to partly avoid giving someone who can't eat nuts, umm, nuts in their room but to also ensure they get something they view as of value.
hockeyinsider is offline  
Old Dec 23, 18, 11:46 pm
  #1618  
 
Join Date: Feb 2008
Programs: Marriott LT Platinum; United 1MM, 1K
Posts: 81
Originally Posted by Gregor View Post
Hey, I'd like some advice.
17 years platinum (several with both SPG as well as Marriott) but first time Ambassador.

My stay that ended on Dec 13th topped off my $$ spend to reach Ambassador, but the hotel dropped a decimal place in reporting the revenue on my 16 day Sydney Shearton on the Park stay. I saw the nights increment and was waiting for the $$ to go over 20K... I finally called in on Wednesday night and the agent found the problem and fixed it, so now the web site and app reflect my status accurately, but no email from the ambassador team or email survey or anything.

Its been a long year for all of us, and no doubt extra long for all of the Marriott and SPG staff. Its also the weekend leading into the holidays. Wish I had had time last week to follow-up but I was swamped also.
That said, I was really hoping to get some help with a reservation starting on Dec 26th.
Does anyone have an Ambassador hotline email or phone number they could PM me to get this jump-started?

Hope you all have a great holiday season!

Thanks!
-Gregor
Thank you those that reached out. I appreciate it. Quick update:

I got a toll free number and called in with high hopes. Although it took 37 minutes for the Ambassador after hours call center to answer and another 5 minutes to verify I was legit, they completely handled my request, including contacting the property while i was on hold.

The agent also told me which Ambassador was assigned to me and that they would let them know I wanted to connect. We'll see what happens on Monday/Christmas Eve... but I'm not going to count on hearing from them until the new year.

In any case, still happy to have made a new level.

Happy holidays and safe travels to all of you still out on the road.

-Gregor
Gregor is offline  
Old Dec 24, 18, 12:24 am
  #1619  
Company Representative - Starwood
 
Join Date: Aug 2011
Programs: SPG
Posts: 713
Originally Posted by helvetic View Post
I've recently received some truly excellent support from a specific ambassador who picked up a thread from the general support email. Is there a way to ask to be assigned to that specific ambassador, and any way to broach the subject in a non-awkward way? I don't want to offend my ambassador of two years, who was nice though didn't really exceed expectations and has been extremely unresponsive lately.

Any thoughts? Anyone here ever asked to be assigned to a specific ambassador?

Perhaps a question for the SPG lurkersÖ

If you would like us to pass your feedback to Ambassador team, please PM us your information.

Best Regards,

Abbey Liu
Specialist, Social Media
Marriott International
Starwood Lurker IV is offline  
Old Dec 24, 18, 7:28 am
  #1620  
 
Join Date: Sep 2014
Location: TPA/DFW
Programs: AA EXP, MB LTTE/A HH DIA, DL
Posts: 1,086
Originally Posted by ucfjoe View Post

So your formula works for base room rate but looking back at just about all of my recent stays my F&B never seemed to count as the base points stayed at x10 my base room rate. Does this to the same for you? I canít imagine itís wrong on 9/10 of my last stays.
F&B was brand dependent (unsure if that changed in August). My pretax & pre-tip F&B counted at my go to hotel (autograph collection). I had one stay at a courtyard last year and the F&B (coffee) did not make it in base points.

My formula is close, but I'm missing something. With my last 17-day stay yet to post, my YTD base points and spend are: 507,666 and $50,797 respectfully. I guess my formula is off by $30, but over a large sample size.
txpenny is offline  

Thread Tools
Search this Thread