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)
Aug 1, 2020, 6:25 am
#3436
Join Date: Apr 2015
Programs: Some
Posts: 5,252
I also seem to get a random different Ambassador each time as a European member.
On the plus side, since I resumed traveling in July the Ambassador service has become much higher touch, presumably because they have much less to do right now! Have had a proactive reach out email and hand written notes at each of my last three stays (St. Regis Mardavall, Domes Miramare, Mystique where I just checked in) welcoming me back from the Ambassador service as one of my first stays back with Marriott.
On the plus side, since I resumed traveling in July the Ambassador service has become much higher touch, presumably because they have much less to do right now! Have had a proactive reach out email and hand written notes at each of my last three stays (St. Regis Mardavall, Domes Miramare, Mystique where I just checked in) welcoming me back from the Ambassador service as one of my first stays back with Marriott.
Aug 1, 2020, 8:15 am
#3437
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
I also seem to get a random different Ambassador each time as a European member.
On the plus side, since I resumed traveling in July the Ambassador service has become much higher touch, presumably because they have much less to do right now! Have had a proactive reach out email and hand written notes at each of my last three stays (St. Regis Mardavall, Domes Miramare, Mystique where I just checked in) welcoming me back from the Ambassador service as one of my first stays back with Marriott.
On the plus side, since I resumed traveling in July the Ambassador service has become much higher touch, presumably because they have much less to do right now! Have had a proactive reach out email and hand written notes at each of my last three stays (St. Regis Mardavall, Domes Miramare, Mystique where I just checked in) welcoming me back from the Ambassador service as one of my first stays back with Marriott.
Compared to the standard of service and hotel welcoming when I had a dedicated Ambassador currently the service is very poor. They do respond quickly to emails, which is a sign of them being quiet, although considering many of the responses unsure how many are actually trained Ambassadors and how many just standard customer service.
While still having some stays they are certainly loosing a decent percentage of my business at the moment.
Aug 1, 2020, 8:30 am
#3438
Join Date: Feb 2008
Location: USA
Posts: 635
Do you think Marriott will quietly waive the $20k spend for Ambassador this year if you reach over 100 nights?
Aug 1, 2020, 8:37 am
#3439
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
unlikely....they have gifted so many nights to everyone....reaching 100 nights will not be a big deal for many people who would not have reached it under normal circumstances....
Aug 1, 2020, 9:23 am
#3440
Join Date: Apr 2015
Programs: Some
Posts: 5,252
My stay experienced have been the opposite, absolutly no ambassador interaction with the hotels. Very much now had to take the decision to contact a hotel myself and get details after some misleading information from Ambassadors.
Compared to the standard of service and hotel welcoming when I had a dedicated Ambassador currently the service is very poor. They do respond quickly to emails, which is a sign of them being quiet, although considering many of the responses unsure how many are actually trained Ambassadors and how many just standard customer service.
While still having some stays they are certainly loosing a decent percentage of my business at the moment.
Compared to the standard of service and hotel welcoming when I had a dedicated Ambassador currently the service is very poor. They do respond quickly to emails, which is a sign of them being quiet, although considering many of the responses unsure how many are actually trained Ambassadors and how many just standard customer service.
While still having some stays they are certainly loosing a decent percentage of my business at the moment.
Aug 1, 2020, 9:31 am
#3441
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Yeah, you would think in the current climate Marriott would be doing all it can to retain the people still travelling! I would have hit 100 actual nights this year anyway but looks like quite a bit of that will go elsewhere! Its not like I am staying in anything below a cat 6, in fact last 3 stays have all been Cat 8.
Aug 2, 2020, 4:22 am
#3442
Join Date: Mar 2012
Location: BHX
Programs: BA GGL CCR GfL, SQ Gold, Hyatt Glob, HH Diamond, Marriott Plat, Cafe Nero Loyalty Card (7 Stamps)
Posts: 7,330
Marriott, like Hilton, have the issue that they can’t differentiate between US status and ROW status.
There are a plentitude of ‘road warriors’ out in the US who easily bang through 100+ nights in Courtyard type, low cost hotels. Similarly there are Asian properties with low price points that people use for very long stay purposes. That’s why the spend requirement exists.
Fortunately, threads like these exist to highlight the fact that it’s really not worth bothering with unless you’re hitting it organically regardless.
There are a plentitude of ‘road warriors’ out in the US who easily bang through 100+ nights in Courtyard type, low cost hotels. Similarly there are Asian properties with low price points that people use for very long stay purposes. That’s why the spend requirement exists.
Fortunately, threads like these exist to highlight the fact that it’s really not worth bothering with unless you’re hitting it organically regardless.
Aug 2, 2020, 6:20 am
#3443
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
Marriott, like Hilton, have the issue that they can’t differentiate between US status and ROW status.
There are a plentitude of ‘road warriors’ out in the US who easily bang through 100+ nights in Courtyard type, low cost hotels. Similarly there are Asian properties with low price points that people use for very long stay purposes. That’s why the spend requirement exists.
Fortunately, threads like these exist to highlight the fact that it’s really not worth bothering with unless you’re hitting it organically regardless.
There are a plentitude of ‘road warriors’ out in the US who easily bang through 100+ nights in Courtyard type, low cost hotels. Similarly there are Asian properties with low price points that people use for very long stay purposes. That’s why the spend requirement exists.
Fortunately, threads like these exist to highlight the fact that it’s really not worth bothering with unless you’re hitting it organically regardless.
Fair play to Marriott for extending status, but considering it hasn't been offering the service the status is meant to give it really had to. I this is a golden chance being lost by Marriott and rather than gain loyalty during this period they are pushing myself and other ambassador guests away into the arms of welcoming competitors. So short sighted!
Aug 3, 2020, 3:03 am
#3444
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
My stay experienced have been the opposite, absolutly no ambassador interaction with the hotels. Very much now had to take the decision to contact a hotel myself and get details after some misleading information from Ambassadors.
Compared to the standard of service and hotel welcoming when I had a dedicated Ambassador currently the service is very poor. They do respond quickly to emails, which is a sign of them being quiet, although considering many of the responses unsure how many are actually trained Ambassadors and how many just standard customer service.
While still having some stays they are certainly loosing a decent percentage of my business at the moment.
Compared to the standard of service and hotel welcoming when I had a dedicated Ambassador currently the service is very poor. They do respond quickly to emails, which is a sign of them being quiet, although considering many of the responses unsure how many are actually trained Ambassadors and how many just standard customer service.
While still having some stays they are certainly loosing a decent percentage of my business at the moment.
If you would like us to pass this feedback to Ambassador team, please PM us your account number and the information Ambassador provided.
Best Regards,
Abbey L
Specialist, Social Media
Marriott International
[email protected]
Aug 14, 2020, 5:33 pm
#3445
Join Date: Nov 2017
Programs: United 1K
Posts: 131
I'm in my second year of being an Ambassador and after asking for assistance only twice and receiving very little help on the first request and absolutely no help on the second request I'd say the Ambassador service is practically useless. If anyone is aiming to make a stretch to for Ambassador, I would advise against it. Maybe I'm in the minority here or I don't spend enough to make me as special as other Ambassadors but I never receive anything from my Ambassador for any of my stays. Short or long. Luxury or economy.
For my last request I emailed my assigned ambassador and the general ambassador email asking for some help in locating a Marriott branded quarantine hotel in Taipei. At the time the Aloft Beitou was booked full. Gave dates of arrival and all necessary info. I received two emails. One from my assigned ambassador saying that she was out of the office and one from another ambassador that just said she would make contact with Marriott employees in Taipei to see if they can give some assistance. That was weeks ago. Crickets since.
TBH, reading some of the great service reports here makes me wonder what my team and I are doing wrong considering that everyone on my team that travels is an Ambassador Elite member and we all get the same lack of attention.
Regarding upgrades. I have just come to expect that I am not getting a room upgrade. Pandemic travel or not. Most times the FDA says that you for being an Ambassador Elite, I have given you a room upgrade I walk into a room and it looks identical to the room I booked. I'd rather just not be given an upgrade to be disappointed.
Sorry this post sounds grim but I feel like the Ambassador status is mostly worthless unless you are someone that enjoys chasing status for sake of having it.
For my last request I emailed my assigned ambassador and the general ambassador email asking for some help in locating a Marriott branded quarantine hotel in Taipei. At the time the Aloft Beitou was booked full. Gave dates of arrival and all necessary info. I received two emails. One from my assigned ambassador saying that she was out of the office and one from another ambassador that just said she would make contact with Marriott employees in Taipei to see if they can give some assistance. That was weeks ago. Crickets since.
TBH, reading some of the great service reports here makes me wonder what my team and I are doing wrong considering that everyone on my team that travels is an Ambassador Elite member and we all get the same lack of attention.
Regarding upgrades. I have just come to expect that I am not getting a room upgrade. Pandemic travel or not. Most times the FDA says that you for being an Ambassador Elite, I have given you a room upgrade I walk into a room and it looks identical to the room I booked. I'd rather just not be given an upgrade to be disappointed.
Sorry this post sounds grim but I feel like the Ambassador status is mostly worthless unless you are someone that enjoys chasing status for sake of having it.
Sep 25, 2020, 9:04 am
#3446
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,159
So, Ambassador level service continues to decline markedly.
5 night paid stay at Full Service Marriott in New Jersey. Lounge not open, no breakfast amenity even though on-site restaurant is open. Voucher for 1 free coffee, but not open until 6:30 AM.
At check in, was assigned normal room. When I asked about any upgrade available, they went through a 5 minute process to unblock a larger room. When asked if upgrades were not pre-assigned for ambassador guests, they replied with a straight face "we have many elite guests, so larger rooms are not always available".
Note: Never more than 30 cars in the parking lot throughout the week. And they apparently block larger rooms in the system anyway.
No reason to return to this hotel on my next of many upcoming trips to the area.
Also this week called the Ambassador team to make a new reservation using a 7 night cert. Agent that answered was incompetent. Took over 20 minutes, she had no clue how to use their systems, and stated she had never seen a 7 night certificate before. While on the line with her, I checked the reservation and it had a big, bold red note that points would come out of my account to cover the certificate. She "guaranteed" that it would not happen.
It happened. Checking today, 150,000 points were taken from my account, as well as a 7 night certificate. So another call today to try and get it straightened out.
I get COVID presents challenges. It does to me and my business as well.
But it's like Marriott isn't even trying anymore.
5 night paid stay at Full Service Marriott in New Jersey. Lounge not open, no breakfast amenity even though on-site restaurant is open. Voucher for 1 free coffee, but not open until 6:30 AM.
At check in, was assigned normal room. When I asked about any upgrade available, they went through a 5 minute process to unblock a larger room. When asked if upgrades were not pre-assigned for ambassador guests, they replied with a straight face "we have many elite guests, so larger rooms are not always available".
Note: Never more than 30 cars in the parking lot throughout the week. And they apparently block larger rooms in the system anyway.
No reason to return to this hotel on my next of many upcoming trips to the area.
Also this week called the Ambassador team to make a new reservation using a 7 night cert. Agent that answered was incompetent. Took over 20 minutes, she had no clue how to use their systems, and stated she had never seen a 7 night certificate before. While on the line with her, I checked the reservation and it had a big, bold red note that points would come out of my account to cover the certificate. She "guaranteed" that it would not happen.
It happened. Checking today, 150,000 points were taken from my account, as well as a 7 night certificate. So another call today to try and get it straightened out.
I get COVID presents challenges. It does to me and my business as well.
But it's like Marriott isn't even trying anymore.
Sep 25, 2020, 11:15 am
#3447
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
So, Ambassador level service continues to decline markedly.
5 night paid stay at Full Service Marriott in New Jersey. Lounge not open, no breakfast amenity even though on-site restaurant is open. Voucher for 1 free coffee, but not open until 6:30 AM.
At check in, was assigned normal room. When I asked about any upgrade available, they went through a 5 minute process to unblock a larger room. When asked if upgrades were not pre-assigned for ambassador guests, they replied with a straight face "we have many elite guests, so larger rooms are not always available".
Note: Never more than 30 cars in the parking lot throughout the week. And they apparently block larger rooms in the system anyway.
No reason to return to this hotel on my next of many upcoming trips to the area.
Also this week called the Ambassador team to make a new reservation using a 7 night cert. Agent that answered was incompetent. Took over 20 minutes, she had no clue how to use their systems, and stated she had never seen a 7 night certificate before. While on the line with her, I checked the reservation and it had a big, bold red note that points would come out of my account to cover the certificate. She "guaranteed" that it would not happen.
It happened. Checking today, 150,000 points were taken from my account, as well as a 7 night certificate. So another call today to try and get it straightened out.
I get COVID presents challenges. It does to me and my business as well.
But it's like Marriott isn't even trying anymore.
5 night paid stay at Full Service Marriott in New Jersey. Lounge not open, no breakfast amenity even though on-site restaurant is open. Voucher for 1 free coffee, but not open until 6:30 AM.
At check in, was assigned normal room. When I asked about any upgrade available, they went through a 5 minute process to unblock a larger room. When asked if upgrades were not pre-assigned for ambassador guests, they replied with a straight face "we have many elite guests, so larger rooms are not always available".
Note: Never more than 30 cars in the parking lot throughout the week. And they apparently block larger rooms in the system anyway.
No reason to return to this hotel on my next of many upcoming trips to the area.
Also this week called the Ambassador team to make a new reservation using a 7 night cert. Agent that answered was incompetent. Took over 20 minutes, she had no clue how to use their systems, and stated she had never seen a 7 night certificate before. While on the line with her, I checked the reservation and it had a big, bold red note that points would come out of my account to cover the certificate. She "guaranteed" that it would not happen.
It happened. Checking today, 150,000 points were taken from my account, as well as a 7 night certificate. So another call today to try and get it straightened out.
I get COVID presents challenges. It does to me and my business as well.
But it's like Marriott isn't even trying anymore.
Marriott are seeming more like a company that got lucky due to timing rather than great leadership which made them so big they just made money as the demand out stripped supply, now thats reversed the lack of leadership and ideas is showing and filtering down. Just like a great hotel, leadership starts at the GM and their attitude filters down and is infectious, maybe a poor choice of words at the moment but apt all the same!
Sep 25, 2020, 1:25 pm
#3448
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,154
I have given up with Ambassador Service and just contacting hotels directly. I then judge by the response from the hotel if they are a property I wish to stay at or not and there is a huge difference in attitude I am finding between different Marriott properties! I agree that there is a feeling with Corporare that they have given up and just don't believe there is business out there to win atm, thankfully some hotels have not adopted the same attitude but don't use the Ambassador service to try and find out as you may find the issues you then face are the Ambassador Service getting it wrong or forgetting to reply or more recently replying with no relevenance to what I asked!!!
Sep 25, 2020, 6:33 pm
#3449
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
I guess I was lucky and had a really good Ambassador who gave me a level of service similar to long before the merger and I genuinely got along with! Now I just get replies that frankly are so copy paste and Marriott bias that they are non personalized and against everything the Ambassador program was originally envisaged to be.. such a shame.
Nov 25, 2020, 2:04 pm
#3450
Join Date: Nov 2020
Posts: 1
Ambassador Elite is Useless. Not worth aspiring for at all!
I just hit Ambassador during COVID and I must say it’s useless. I’ve done a few stays so far and there’s been no upgrades in low occupancy resorts, no courtesies, no lounge, no breakfast, and no acknowledgement at all. It’s the same as gold status.
The dedicated bonvoy line and email is a shared support desk and forwards to China at night.
They can’t do anything for you and when I asked for an upgrade and some tee times they failed to follow-up. I asked about two or thee times and all the said was, “oh I thought the front desk was going to handle it.”
Couldn’t be more disappointed. Don’t push for the status its worthless.
The dedicated bonvoy line and email is a shared support desk and forwards to China at night.
They can’t do anything for you and when I asked for an upgrade and some tee times they failed to follow-up. I asked about two or thee times and all the said was, “oh I thought the front desk was going to handle it.”
Couldn’t be more disappointed. Don’t push for the status its worthless.