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Marriott Bonvoy ‘Ambassador Elite’ Level : Ambassador experiences [Master Thread]

Marriott Bonvoy ‘Ambassador Elite’ Level : Ambassador experiences [Master Thread]

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Old Aug 22, 19, 4:14 am   -   Wikipost
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Ambassador Service general email address: [email protected]

Ambassador Service general phone line (USA): (866) 924-9885
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Old Dec 28, 18, 5:15 am
  #1651  
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Originally Posted by bhrubin View Post




I try not to bother my Ambassador and certainly would not expect my Ambassador to respond via email so quickly over the holidays. Or anyone else from the general Ambassdor service. I think that’s a bit unrealistic. If I had an emergency over the holidays, I’d call...but I still would be more realistic.

Sometimes, I really do wonder what people are thinking.
There are those of us for whom a 4-day response time is useless because we book travel with 2-day notice. I'm in that camp.
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Old Dec 28, 18, 7:11 am
  #1652  
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Originally Posted by UA-NYC View Post
Color me fairly shocked that missing AMB qualification still gets you PP
I suggest caution here, This has not been the previous practice from either program so reality may prove differently.
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Old Dec 28, 18, 9:28 am
  #1653  
 
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I just emailed my ambassador to see if she's still my ambassador, since 90% of my emails are answered by someone else, and some go unanswered.
This is what I got back:

You have emailed using a Starwoodhotels.com domain name which is no longer in service, please update the domain name to Marriott.com and resend the email

I guess I will try again with an updated domain name...

And I just watched the SPG video.... WHO ARE THESE PEOPLE??
I was in the AMB program when it was invite-only, then lost it for a while due to personal reasons, then gained it back about two years. I don't know whether to laugh or cry after watching this video...

Last edited by dimramon; Dec 28, 18 at 9:45 am
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Old Dec 28, 18, 9:46 am
  #1654  
 
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Just like any other job there is a wide range of quality based upon who fulfills the position. I had 3-4 marginal Ambassadors when I started the program, but have had the same one for 3+ years and she is great.

Also think about this, if you are seeing the IT issues, imagine what they are seeing. It's a nightmare right now. If Marriott can display all your reservations no matter what system they came from I can't imagine more technical things are working better. I mean 'reservations' is the backbone of a hotel.
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Old Dec 28, 18, 9:52 am
  #1655  
 
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Originally Posted by deac83 View Post
Just like any other job there is a wide range of quality based upon who fulfills the position. I had 3-4 marginal Ambassadors when I started the program, but have had the same one for 3+ years and she is great.

Also think about this, if you are seeing the IT issues, imagine what they are seeing. It's a nightmare right now. If Marriott can display all your reservations no matter what system they came from I can't imagine more technical things are working better. I mean 'reservations' is the backbone of a hotel.
Totally agree,, and I can understand IT issues, since I work in IT.
However, when I made my tally for the year, I noticed that the first email that went unanswered was one where I wished my ambassador a happy and healthy 2019, which I sent in early January. I doubt hat has anything to do with IT issues...
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Old Dec 28, 18, 10:43 am
  #1656  
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Originally Posted by dimramon View Post
Totally agree,, and I can understand IT issues, since I work in IT.
However, when I made my tally for the year, I noticed that the first email that went unanswered was one where I wished my ambassador a happy and healthy 2019, which I sent in early January. I doubt hat has anything to do with IT issues...
The Ambassador email addresses and domains have had major problems, from emails going missing, domains changing, mailboxes overflowing and auto deletes happening. It’s entirely possible the lack of response was an IT issue. Or maybe your Ambassador was too busy dealing with other people’s IT issues instead of her own! Who knows...
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Old Dec 28, 18, 10:59 am
  #1657  
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Originally Posted by dimramon View Post
Totally agree,, and I can understand IT issues, since I work in IT.
However, when I made my tally for the year, I noticed that the first email that went unanswered was one where I wished my ambassador a happy and healthy 2019, which I sent in early January. I doubt hat has anything to do with IT issues...
Which time zone are you in?
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Old Dec 28, 18, 11:20 am
  #1658  
 
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Originally Posted by Starwood Lurker III View Post
Hi there,

We would like to help contact the Ambassador team for you, If you could forward your email to us.

Best Regards,

Christina Zhou
Social Media Specialist
Marriott International

[email protected]
sent! The email I sent was on Dec 20th without a reply.
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Old Dec 28, 18, 12:26 pm
  #1659  
 
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Originally Posted by EuropeanPete View Post


The Ambassador email addresses and domains have had major problems, from emails going missing, domains changing, mailboxes overflowing and auto deletes happening. It’s entirely possible the lack of response was an IT issue. Or maybe your Ambassador was too busy dealing with other people’s IT issues instead of her own! Who knows...
That's possible. 13 emails were answered by someone else. In some cases, I got an answer with 3-day delay, by someone who said "they were helping out my ambassador *today*"...

Originally Posted by margarita girl View Post
Which time zone are you in?
Hehe, I meant early December. And I am in MST
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Old Dec 28, 18, 3:14 pm
  #1660  
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Originally Posted by EuropeanPete View Post


The Ambassador email addresses and domains have had major problems, from emails going missing, domains changing, mailboxes overflowing and auto deletes happening. It’s entirely possible the lack of response was an IT issue. Or maybe your Ambassador was too busy dealing with other people’s IT issues instead of her own! Who knows...
Every ambassador has two email addresses. Their personal, corporate email, which is formatted [email protected], and the email they use to communicate with guests. The latter is [email protected].

On a side note, the [email protected] format is generally applicable for every Marriott employee from the CEO down to property genera managers, at least at properties managed by corporate and not a third-party management company.
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Old Dec 28, 18, 3:31 pm
  #1661  
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Interesting - that looks right for mine, although my Ambassador’s footer has his email address listed as [email protected], which would make it the third email address given to us for them.

Do emails from other people’s Ambassadors show their name yet? Mine is still showing as AmbassadorUser_FirstNameSurname, which I feel emphasises the incompetence of the IT dept. Poor guy.
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Old Dec 28, 18, 3:38 pm
  #1662  
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Originally Posted by EuropeanPete View Post
Interesting - that looks right for mine, although my Ambassador’s footer has his email address listed as [email protected], which would make it the third email address given to us for them.
That is the same format as that of my Ambassador’s email address (as is the other Marriott-service.com address). That is the one that has worked for me communicating with my Ambassador since almost September, though I copied both for several months.

Last edited by bhrubin; Dec 28, 18 at 3:44 pm
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Old Dec 28, 18, 4:20 pm
  #1663  
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Originally Posted by dimramon View Post
I just emailed my ambassador to see if she's still my ambassador, since 90% of my emails are answered by someone else, and some go unanswered.
This is what I got back:

You have emailed using a Starwoodhotels.com domain name which is no longer in service, please update the domain name to Marriott.com and resend the email

I guess I will try again with an updated domain name...

And I just watched the SPG video.... WHO ARE THESE PEOPLE??
I was in the AMB program when it was invite-only, then lost it for a while due to personal reasons, then gained it back about two years. I don't know whether to laugh or cry after watching this video...
I called the Amb line to take care of a time-sensitive issued, and my Ambassador picked up… first time I hear from him in a while. He's as nice as ever, but at the end I took 5min to talk about the program and how it's been going lately. I did mention I felt like i hardly heard from him lately and that it did take ridiculously long to get responses to emails.

He did say he had an influx of new guests, and specifically called out new members from the Marriott side who are not used to the program and trying to take advantage of the new benefits as taking up a lot of time and degrading the experience for everyone. He also said that he expects this to get better in February once a lot of people drop off and lose status.
He basically said that at this point, for anything that's time sensitive (i.e. matters to get a response within 3 days, not within hours), I should just call because there's a crazy backlog.
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Old Dec 28, 18, 4:21 pm
  #1664  
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Originally Posted by deac83 View Post
Just like any other job there is a wide range of quality based upon who fulfills the position. I had 3-4 marginal Ambassadors when I started the program, but have had the same one for 3+ years and she is great.

Also think about this, if you are seeing the IT issues, imagine what they are seeing. It's a nightmare right now. If Marriott can display all your reservations no matter what system they came from I can't imagine more technical things are working better. I mean 'reservations' is the backbone of a hotel.
The Ambassadors don't see half my reservations right now. They've said as much on as many occasions. They ask me for the conf # and it just doesn't show on their systems. Seems like they're being screwed over by the crap IT as much as we are.
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Old Dec 28, 18, 4:44 pm
  #1665  
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Originally Posted by EuropeanPete View Post
Interesting - that looks right for mine, although my Ambassador’s footer has his email address listed as firstnameini[email protected], which would make it the third email address given to us for them.

Do emails from other people’s Ambassadors show their name yet? Mine is still showing as AmbassadorUser_FirstNameSurname, which I feel emphasises the incompetence of the IT dept. Poor guy.
Actually, it may be the "poor guy" who didn't type his name into the ambassador email settings. All the ambassadors I've interacted have had "AmbassadorUser_FirstnameLastname <[email protected]>.
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