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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 Jan 2, 20, 9:43 pm   -   Wikipost
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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

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Old Feb 24, 19, 4:28 am
  #2056  
 
Join Date: Dec 2007
Location: SFO
Posts: 2,953
Originally Posted by khabah View Post
Where on the app does it show the Ambassador number? All I've got on the bottom of the profile page is two numbers under "Global Support." Is this right?

khabah
mine is under the profile page right under the expiration date


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Old Feb 24, 19, 4:57 am
  #2057  
Marriott Contributor Badge
 
Join Date: Jan 2015
Location: Muscat (OM)
Posts: 1,141
Originally Posted by myperks View Post


mine is under the profile page right under the expiration date


Thanks, @myperks.

Just got off the phone with the Ambassador line and it's exactly what I thought... "a known IT issue" is preventing many Ambassador members from seeing Ambassador numbers at the bottom of their app screens, and what shows instead is a pair of phone numbers for "Global Support." The agent documented the case and said that it has been escalated, so my complaint is just more fuel on that fire.

Oh, the disaster that is Marriott's IT. You'd think that all this time since the closing of the acquisition they'd have their poop in a group, but alas...

khabah
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Old Feb 24, 19, 5:44 am
  #2058  
 
Join Date: Dec 2007
Location: SFO
Posts: 2,953
Originally Posted by khabah View Post
Thanks, @myperks.

Just got off the phone with the Ambassador line and it's exactly what I thought... "a known IT issue" is preventing many Ambassador members from seeing Ambassador numbers at the bottom of their app screens, and what shows instead is a pair of phone numbers for "Global Support." The agent documented the case and said that it has been escalated, so my complaint is just more fuel on that fire.

Oh, the disaster that is Marriott's IT. You'd think that all this time since the closing of the acquisition they'd have their poop in a group, but alas...

khabah
so which one of the 3 numbers did you use ?
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Old Feb 24, 19, 6:27 am
  #2059  
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Join Date: Apr 2009
Location: India
Programs: Bonvoy Ambassador & Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 27,486
Originally Posted by myperks View Post
mine is under the profile page right under the expiration date
i only see the toll free & international toll free numbers....no number for my ambassador....
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Old Feb 24, 19, 6:59 am
  #2060  
 
Join Date: Jan 2016
Posts: 892
Originally Posted by Keyser View Post
i only see the toll free & international toll free numbers....no number for my ambassador....
That’s all I see on the app: 2 numbers, 1 ending 4000, the other 2290. No Ambassador contact information at all, and on the web account page there isn’t any phone number at all, but it does ask me to update my phone number before calling “ to get faster service” ( I’ve had the same number for several decades and updated it a month ago in case there was an error). So I’m supposed to update my number before calling a number that isn’t there, so as to get better service ? Right, got it.
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Old Feb 24, 19, 10:19 am
  #2061  
 
Join Date: Sep 2014
Location: TPA/DFW
Programs: AA EXP, MB LTTE/A HH DIA, DL
Posts: 1,225
Originally Posted by Oxon Flyer View Post
With thanks to the eagle-eyed member who noted that ‘Platinum Premier Ambassador Experiences‘ don’t exist anymore in the World of Bonvoy, we’ve updated the thread title.
It's a shame that such a large number of members are having this much difficulty simply getting an ambassador assigned, let alone timely responses from one. Why rollout "Bonvoy" before most of the merger issues are fixed. The Bonvoy brand is tarnished and Marriott has absolutely no excuse for this still to be an issue.

I was hoping this thread would have been about hotel experiences as an ambassador, but I understand the anger.
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Old Feb 24, 19, 11:03 am
  #2062  
 
Join Date: Feb 2018
Programs: Bonvoy Amb , LCAH : Plt, Skywards : Gold
Posts: 1,831
Judging from the posts, I guess the North American based Ambassador centers are overwhelmed with the new Ambassador members.
And they might failed to train new ambassadors fast enough to cope with the demand.

Mine, based on Singapore, seems dont have any issue to respond to emails and phone call.
The apps however still show the global toll free hotline instead of ambassador line.
And the email address, I still send the correspondence to both @marriott com and @marriot service com (and ambassador service email if the request are urgent ... but none so far. )
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Old Feb 24, 19, 4:30 pm
  #2063  
 
Join Date: Feb 2005
Location: a hotel room, somewhere...
Posts: 962
Originally Posted by myperks View Post


mine is under the profile page right under the expiration date


----ing Marriott IT knows i'm ambassador everywhere but that section- instead of saying 'ambassador' like yours does, mine says 'platinum elite support' (i'm ambassdaor and lifetime titanium, so... well done bonedvoyage.

i know the numbers though- that's not the problem. getting someone to answer is the problem. granted the one time i did speak to a generic ambassador (after a regular cs supervisor internally transferred me), the 'ambassador' didn't know how to do anything and knew FAAAARRR less about the program than i do. asked to be transferred to a supervisor (which she fought me on for a couple minutes of ridiculous debate), when i finally go the supervisor, she acknowledged both the call connection issues (they know abt it- no timeframe for fix) and the fact that they have a LOT of new, less well trained ambassadors. also was pretty frank about the goatf--- the merger has been and that it's even worse on their end- especially their ability to research anything old from either program.

she is from SPG and was quite honest. she said much of her day is talking to angry SPG ambassadors. she was clearly frustrated. god help her if that call was listened to by marriott mgmt!!
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Old Feb 24, 19, 9:40 pm
  #2064  
 
Join Date: Dec 2018
Programs: Alaska MVP Gold 7K, MARRIOTT PLAT PREMIER WITH AMBASSADOR
Posts: 154
So after bouncing around to my third ambassador I got Diane. Initially I was not impressed and was extremely dismayed with the program. I let her know this and told her I had purchased the domain marriottambassador.com which I did, and planned to launch a complaint blog shortly. She apologized after hearing all I had went through which I have gone in detail in previous posts to some extent. I am thankful to say this weekend I got my first positive ambassador experience. They did the suite upgrade, replied to my email the same day for the first time and had my propel fitness water fiji for my wife and hot cheetohs in the room upon arrival. Water and chips go a long way with me lol I am very thankful and hoping this perhaps means the program can have at least some value. I am super easy to please but the lack of any action or even response for months was a bit much. I did get pretty agressive so might be simply a reaction to my threats but I hope that this is a sign of larger improvements coming for all of us.
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Old Feb 25, 19, 7:31 pm
  #2065  
 
Join Date: Feb 2005
Location: DEN, or so it says...
Programs: UA1K/RCC, Avis CHM, NWA Plat, SPG Plat
Posts: 2,844
How do I request a new ambassador? I gave my current one a week to follow up on a question. She also didn’t respond to an issue I cc’d her on at a hotel this week. As this has been going, I’m tired of it.
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Old Feb 25, 19, 8:03 pm
  #2066  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 434
Originally Posted by dimramon View Post
How do I request a new ambassador? I gave my current one a week to follow up on a question. She also didn’t respond to an issue I cc’d her on at a hotel this week. As this has been going, I’m tired of it.
hi dimramon,

If you will send your account details to us via private mail here or using the email below, we can forward your request to the Ambassador management team.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]
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Old Feb 26, 19, 3:56 pm
  #2067  
 
Join Date: May 2017
Location: LAX
Programs: AA EXP, SPG Amb
Posts: 38
It seems like they are at least bringing more ambassadors on board to try to address some of these complaints. I got an email from a new ambassador today which stated, "To give you the best service possible, we’ve expanded our team. I will be your new ambassador." Ironically, I had no complaints about my previous ambassador. Hopefully the new one will be responsive and helpful.
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Old Feb 26, 19, 6:51 pm
  #2068  
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Note to Marriott - if you had done some basic math pre-8/18, you would have realized then you might need 3x the Ambassadors to keep a constant ratio vs. your customers...nice job
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Old Feb 26, 19, 8:12 pm
  #2069  
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It seems like even though the Ambassador program has issues and is slow to respond, generally you can actually get or have a chance at some service and support?

So all it takes is spending 20k+ with Marriott and you may get decent customer service... if you're a normal old Plat Premier (sorry, Titanium) then you get relegated to the standard support aka never get a response.
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Old Feb 28, 19, 1:10 am
  #2070  
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Posts: 90,024
Originally Posted by rylan View Post
It seems like even though the Ambassador program has issues and is slow to respond, generally you can actually get or have a chance at some service and support?

So all it takes is spending 20k+ with Marriott and you may get decent customer service... if you're a normal old Plat Premier (sorry, Titanium) then you get relegated to the standard support aka never get a response.
To be fair, in the months before my Ambassador was assigned, there was always a (very slight) chance that I could get decent (and no better) customer service if I were willing to call multiple times and spend hours on hold each time before maybe (or not) reaching a person.
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