Dec 4, 2018, 10:44 am
Last edit by: HHQX888
Ambassador Service general email address: [email protected]
Ambassador Service general phone line (USA): (866) 924-9885
Europe: +353-21-4861 222
USA: +1-866-924-9885
Asia : +86-20-38157156
Ambassador Service general phone line (USA): (866) 924-9885
Europe: +353-21-4861 222
USA: +1-866-924-9885
Asia : +86-20-38157156
Marriott Bonvoy ‘Ambassador Elite’ Level : experiences (2020 and earlier)
Jan 3, 2019, 7:18 am
#1771
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Exactly this is problem merging date, I am now finish call to Ambassador line and spoke with one woman and she told me
- 'You will not have Ambassador status because till 18.August you had only 94 nights, 6 needed nights you make after this date and you need more than 20K USD turnover on your account in this case'
Any Lurker is still here that explain who have right, becouse they wrote here that members which make 100nights in SPG hotels till end of 2018 will have Ambassador status and this same is on Marriott web page but reality is totaly different.
- 'You will not have Ambassador status because till 18.August you had only 94 nights, 6 needed nights you make after this date and you need more than 20K USD turnover on your account in this case'
Any Lurker is still here that explain who have right, becouse they wrote here that members which make 100nights in SPG hotels till end of 2018 will have Ambassador status and this same is on Marriott web page but reality is totaly different.
Jan 3, 2019, 7:39 am
#1772
Join Date: Jan 2014
Posts: 573
I think that agent was wrong and help desk was wrong, but it is too much this wrong thinking persons at this point you have feel that somebody is making you a fool.
I wrote to Lurkers email no answer, to general ambassador email (reply from Mr. Schiesser we will check), calls to Marriott desk and today call to ambasador line.
I wrote to Lurkers email no answer, to general ambassador email (reply from Mr. Schiesser we will check), calls to Marriott desk and today call to ambasador line.
Jan 3, 2019, 7:44 am
#1773
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I think that agent was wrong and help desk was wrong, but it is too much this wrong thinking persons at this point you have feel that somebody is making you a fool.
I wrote to Lurkers email no answer, to general ambassador email (reply from Mr. Schiesser we will check), calls to Marriott desk and today call to ambasador line.
I wrote to Lurkers email no answer, to general ambassador email (reply from Mr. Schiesser we will check), calls to Marriott desk and today call to ambasador line.
Jan 3, 2019, 7:48 am
#1774
Join Date: Jan 2014
Posts: 573
But I had first contact by email with ambasador_email at 6.December.2018, you think that all December in US emploers have holidays 
Jan 3, 2019, 8:28 am
#1775
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,803
I wonder if us based ambassador team handling more amb members compare to non us teams. As it seems they have issue with responding emails/phone based on member post here.
My ambassador was based in Singapore and so far the emails replied promptly (unless I accidentally send the mail to the non working email ... still an annoying "feature" of marriott amb)
and if my amb is away, someone from the team reply on her behalf.
My ambassador was based in Singapore and so far the emails replied promptly (unless I accidentally send the mail to the non working email ... still an annoying "feature" of marriott amb)
and if my amb is away, someone from the team reply on her behalf.
Jan 3, 2019, 8:36 am
#1776
Join Date: Jan 2016
Posts: 905
Even allowing for the fact that this program is much bigger than Starwood, I can't help but recall the incredibly smooth introduction of the LT status changes in SPG back in 2012. It was made easier by the fact that William ( IIRC, the only lurker at that time) was able to provide information, answer questions, deal with issues/problems/anomalies and generally smooth the way). Marriott doesn’t seem to see value in communicating with its members, including high value ones.
Their efforts in training the agents have been risible and embarrassingly pathetic. They seem to believe that ineptitude can be ‘papered over’ by assurances that it will all be sorted out in the end/requests to “stick with us” from the CEO.
I’m not advocating precipitous ship-jumping ( and remain pretty satisfied with the experience as a guest) but I’m increasingly fearful that the abysmal level of customer service is the new ‘writ in concrete’ reality rather than teething issues.
Jan 3, 2019, 8:49 am
#1777
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
I wonder if us based ambassador team handling more amb members compare to non us teams. As it seems they have issue with responding emails/phone based on member post here.
My ambassador was based in Singapore and so far the emails replied promptly (unless I accidentally send the mail to the non working email ... still an annoying "feature" of marriott amb)
and if my amb is away, someone from the team reply on her behalf.
My ambassador was based in Singapore and so far the emails replied promptly (unless I accidentally send the mail to the non working email ... still an annoying "feature" of marriott amb)
and if my amb is away, someone from the team reply on her behalf.
Jan 3, 2019, 8:59 am
#1778
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I wonder if us based ambassador team handling more amb members compare to non us teams. As it seems they have issue with responding emails/phone based on member post here.
My ambassador was based in Singapore and so far the emails replied promptly (unless I accidentally send the mail to the non working email ... still an annoying "feature" of marriott amb)
and if my amb is away, someone from the team reply on her behalf.
My ambassador was based in Singapore and so far the emails replied promptly (unless I accidentally send the mail to the non working email ... still an annoying "feature" of marriott amb)
and if my amb is away, someone from the team reply on her behalf.
I think it’s quite likely that there are more Ambassador guests in N America than other regions, even more so due to the US-centric focus of Marriott before the merger. Whether or not Marriott hired or promoted enough Ambassadors to serve that population is the question. With my never hearing from the general Ambassador service and/or other Ambassdors, I think it’s safe to assume that the current N American Ambassador population, whether it’s big enough or not, is still working through the backlog of queries and issues associated with the IT fiascos and the routine requests they’d always receive.
Jan 3, 2019, 10:29 am
#1779
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
There are a lot more with ambassador service this time of year so its normal to be a little slower. That being said, I have an Omaha based ambassador and any call has been answered by a person. When I've emailed her, I've received a response from someone within 24 hours either in Omaha or SLC.
Jan 3, 2019, 10:53 am
#1780
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Just as an FYI, I don't think we received a message from you regarding this. You might try again sending to the email address noted below.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Jan 3, 2019, 11:52 am
#1781
Join Date: Jan 2014
Posts: 573
Just as an FYI, I don't think we received a message from you regarding this. You might try again sending to the email address noted below.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Anyway I will resend it again now. If you don't recive it pls. send me info in PM.
Jan 3, 2019, 4:56 pm
#1782
Join Date: Dec 2005
Programs: AA EXP, Marriott Amb Elite & LT Titanium, Hilton Diamond
Posts: 1,230
FYI, I've found out that this was an IT problem with the recent conversion of the Luxury Brand. They said they found several other upcoming res with the same issue. Said it was like the 'mistake' air fares that get loaded, if you were lucky enough to book at that moment you got a deal.
Jan 3, 2019, 5:32 pm
#1783
Join Date: Jul 2015
Location: CHA
Programs: DL-DM (1.75MM), Bonvoy LifeTi, Hertz-PC
Posts: 618
My ambassador data points:
- Don't even know who my ambassador is. Got emailed by her about 9 months ago when I hit qualifications. Have emailed 'her' three times I think - two of those times gotten responses from somebody else.
- Of those responses, they are of VERY little help. Ask for Your24 in Moscow, get told they'll try but it's not guaranteed.
Latest response today was from my asking about utilizing meetings by the hotel sales manager to get a full allotment of points from the 22 rooms I book at one hotel (over the same weekend)
My email:
"What do I need to do to get points credits for multiple rooms.
I'm not worried about the stay credits, as I'm lifetime plat already, that I understand is now down to just the room of the MR member.
I'm looking for the room night points credits, which I understand can be up to three rooms, but I'm looking at 3+ rooms, at different hotels in different cities, and will have over 20 rooms for nearly a week coming up in March.
Do I need to setup a group/meeting session with the sales manager at each hotel to get the points I should be earning?"
Response:
"I understand you are wanting to know how to get credit for multiple rooms.
Members now only earn Points for up to three additional rooms. Provided you physically stay in one of the rooms, they are booked under your loyalty number and you pay for all of the rooms.
If you have any further questions or future travel needs the team and I are always here for you. "
Which in of itself is wrong - it implies that I could get credit for FOUR rooms ("up to three additional rooms")
So I'm not really sure what an ambassador is good for...might have to read through this thread to see what they can/will do besides copy/paste answers.
- Don't even know who my ambassador is. Got emailed by her about 9 months ago when I hit qualifications. Have emailed 'her' three times I think - two of those times gotten responses from somebody else.
- Of those responses, they are of VERY little help. Ask for Your24 in Moscow, get told they'll try but it's not guaranteed.
Latest response today was from my asking about utilizing meetings by the hotel sales manager to get a full allotment of points from the 22 rooms I book at one hotel (over the same weekend)
My email:
"What do I need to do to get points credits for multiple rooms.
I'm not worried about the stay credits, as I'm lifetime plat already, that I understand is now down to just the room of the MR member.
I'm looking for the room night points credits, which I understand can be up to three rooms, but I'm looking at 3+ rooms, at different hotels in different cities, and will have over 20 rooms for nearly a week coming up in March.
Do I need to setup a group/meeting session with the sales manager at each hotel to get the points I should be earning?"
Response:
"I understand you are wanting to know how to get credit for multiple rooms.
Members now only earn Points for up to three additional rooms. Provided you physically stay in one of the rooms, they are booked under your loyalty number and you pay for all of the rooms.
If you have any further questions or future travel needs the team and I are always here for you. "
Which in of itself is wrong - it implies that I could get credit for FOUR rooms ("up to three additional rooms")
So I'm not really sure what an ambassador is good for...might have to read through this thread to see what they can/will do besides copy/paste answers.
Jan 3, 2019, 5:45 pm
#1784
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
My ambassador data points:
- Don't even know who my ambassador is. Got emailed by her about 9 months ago when I hit qualifications. Have emailed 'her' three times I think - two of those times gotten responses from somebody else.
- Of those responses, they are of VERY little help. Ask for Your24 in Moscow, get told they'll try but it's not guaranteed.
Latest response today was from my asking about utilizing meetings by the hotel sales manager to get a full allotment of points from the 22 rooms I book at one hotel (over the same weekend)
My email:
"What do I need to do to get points credits for multiple rooms.
I'm not worried about the stay credits, as I'm lifetime plat already, that I understand is now down to just the room of the MR member.
I'm looking for the room night points credits, which I understand can be up to three rooms, but I'm looking at 3+ rooms, at different hotels in different cities, and will have over 20 rooms for nearly a week coming up in March.
Do I need to setup a group/meeting session with the sales manager at each hotel to get the points I should be earning?"
Response:
"I understand you are wanting to know how to get credit for multiple rooms.
Members now only earn Points for up to three additional rooms. Provided you physically stay in one of the rooms, they are booked under your loyalty number and you pay for all of the rooms.
If you have any further questions or future travel needs the team and I are always here for you. "
Which in of itself is wrong - it implies that I could get credit for FOUR rooms ("up to three additional rooms")
So I'm not really sure what an ambassador is good for...might have to read through this thread to see what they can/will do besides copy/paste answers.
- Don't even know who my ambassador is. Got emailed by her about 9 months ago when I hit qualifications. Have emailed 'her' three times I think - two of those times gotten responses from somebody else.
- Of those responses, they are of VERY little help. Ask for Your24 in Moscow, get told they'll try but it's not guaranteed.
Latest response today was from my asking about utilizing meetings by the hotel sales manager to get a full allotment of points from the 22 rooms I book at one hotel (over the same weekend)
My email:
"What do I need to do to get points credits for multiple rooms.
I'm not worried about the stay credits, as I'm lifetime plat already, that I understand is now down to just the room of the MR member.
I'm looking for the room night points credits, which I understand can be up to three rooms, but I'm looking at 3+ rooms, at different hotels in different cities, and will have over 20 rooms for nearly a week coming up in March.
Do I need to setup a group/meeting session with the sales manager at each hotel to get the points I should be earning?"
Response:
"I understand you are wanting to know how to get credit for multiple rooms.
Members now only earn Points for up to three additional rooms. Provided you physically stay in one of the rooms, they are booked under your loyalty number and you pay for all of the rooms.
If you have any further questions or future travel needs the team and I are always here for you. "
Which in of itself is wrong - it implies that I could get credit for FOUR rooms ("up to three additional rooms")
So I'm not really sure what an ambassador is good for...might have to read through this thread to see what they can/will do besides copy/paste answers.
Your 22 rooms at one hotel don’t necessarily give you points for 3 rooms unless you booked those 3 rooms individually under your account and not as part of any group contract. Other rooms beyond those 3 will earn points as per Rewarding Events, irrelevant to your elite status.
As for Your24, it shouldn’t surprise you or anyone with all the monstrous IT issue Marriott has that any new Your24 approach isn’t yet working, either—and isn’t a priority compared with so many others. On the other hand, every time I’ve asked for early check in or late checkout at non-resort and non-convention hotels, I’ve pretty much gotten what I requested. But no visits to Moscow for me, so as with everything, YMMV.
Otherwise, if you aren’t satisfied with your Ambassador, it behooves you to contact your Ambassador or the program and discuss your disappointment with them. And perhaps ask to be assigned a new Ambassador when appropriate. Sharing your frustration here doesn’t really help so much.
Jan 3, 2019, 6:12 pm
#1785
Join Date: Apr 2005
Programs: Starwood:Lifetime Platinum, Air Canada:Basic, Asiana:Lifetime Diamond Plus, ANA: Basic
Posts: 980
Here's my take on the Ambassador situation.
I got my ambassador after the merge until 2020. I didn't get a call by early September so I called the SPG platinum line asking if I actually got assigned an ambassador. Within a week, I got a call back from my ambassador. I think this is early stages before they got seriously swamped. The chat was a friendly one. My ambassador serves both Platinum Premier members and Marriott Five Star members. Turned out these status are given out to like Marriott Board of Directors and such. I asked my ambassador to look deeper if my status was an accident. After some searching, he suggest I not dig any deeper and enjoy what I have until 2020. At that time, my ambassador admitted he have a stack of new Plat Premier members he have yet to call to say he is their ambassador and his work load gone up a lot. I promised him I will limit my requests for I assumed this was just a temporary peak . In September and October, once a month I just ask for follow up when hotel fail to post my welcome bonus and make a green choice. By November, I notice the reply isn't as fast (like a few hours) as when first started and sometimes I don't hear back for days and the reply when it does come back came from a stand-in ambassador.
I do have to give credit that in September, I had one of the best upgrades (penthouse level upgrade) I ever had with the program in Victoria. That booking was with my ambassador so it's possible something was done.
The important trip came for my X'mas vacation to Osaka. I emailed the general ambassador address to nudge the St Regis Osaka (my first time there) with the best thing they have. I used my Suite Night Upgrades. I asked ambassdor general line to request the hotel to find me good restaurants in Kyoto for X'mas eve and a location for a haircut. It took days before a reply and a promise that the hotel will reach out to me - it didn't happen. I had to use Flyertalk St Regis Thread to locate the hotel butler email to contact hotel directly. A week before my arrival, I emailed the general ambassador email address to see if they have any influence at the hotel to push for some suite upgrades. I didn't get a reply. The Suite Night Awards didn't clear but I was upgraded to a bigger room. Unless there are other paid guests that paid for all the suites, I couldn't see how the Suite Night Award + Ambassador + Marriott Five Star status could have lose out.
After my return from Japan, I emailed the genreal ambassador email again to chase down the welcome bonus and green choice - this one I got a reply in 2 days.
Overall, it feels (in the exception of September and October when program first started), I am getting similar level as SPG Platinum Concierge. Again I heard horror stories of the SPG Platinum line now being forwarded to normal staff... So I don't know if why things are degrading so fast. Was there a flood of newly minted Platinum Premier members with ambassador? In theory there should be the similar number of ambassador staff before the merger and post-merger and there should be similar number of very elite members that qualify for ambassadors pre and post merger....
I got my ambassador after the merge until 2020. I didn't get a call by early September so I called the SPG platinum line asking if I actually got assigned an ambassador. Within a week, I got a call back from my ambassador. I think this is early stages before they got seriously swamped. The chat was a friendly one. My ambassador serves both Platinum Premier members and Marriott Five Star members. Turned out these status are given out to like Marriott Board of Directors and such. I asked my ambassador to look deeper if my status was an accident. After some searching, he suggest I not dig any deeper and enjoy what I have until 2020. At that time, my ambassador admitted he have a stack of new Plat Premier members he have yet to call to say he is their ambassador and his work load gone up a lot. I promised him I will limit my requests for I assumed this was just a temporary peak . In September and October, once a month I just ask for follow up when hotel fail to post my welcome bonus and make a green choice. By November, I notice the reply isn't as fast (like a few hours) as when first started and sometimes I don't hear back for days and the reply when it does come back came from a stand-in ambassador.
I do have to give credit that in September, I had one of the best upgrades (penthouse level upgrade) I ever had with the program in Victoria. That booking was with my ambassador so it's possible something was done.
The important trip came for my X'mas vacation to Osaka. I emailed the general ambassador address to nudge the St Regis Osaka (my first time there) with the best thing they have. I used my Suite Night Upgrades. I asked ambassdor general line to request the hotel to find me good restaurants in Kyoto for X'mas eve and a location for a haircut. It took days before a reply and a promise that the hotel will reach out to me - it didn't happen. I had to use Flyertalk St Regis Thread to locate the hotel butler email to contact hotel directly. A week before my arrival, I emailed the general ambassador email address to see if they have any influence at the hotel to push for some suite upgrades. I didn't get a reply. The Suite Night Awards didn't clear but I was upgraded to a bigger room. Unless there are other paid guests that paid for all the suites, I couldn't see how the Suite Night Award + Ambassador + Marriott Five Star status could have lose out.
After my return from Japan, I emailed the genreal ambassador email again to chase down the welcome bonus and green choice - this one I got a reply in 2 days.
Overall, it feels (in the exception of September and October when program first started), I am getting similar level as SPG Platinum Concierge. Again I heard horror stories of the SPG Platinum line now being forwarded to normal staff... So I don't know if why things are degrading so fast. Was there a flood of newly minted Platinum Premier members with ambassador? In theory there should be the similar number of ambassador staff before the merger and post-merger and there should be similar number of very elite members that qualify for ambassadors pre and post merger....