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

Marriott Bonvoy ĎAmbassador Eliteí 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 Aug 28, 18, 8:04 pm
  #571  
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Originally Posted by escape4 View Post
I am glad to see there does not appear to be widespread deterioration in the ambassador service post August 18th.

I always got great responsive service from my ambassador before, which is in stark contrast with now, hence my recent worries.

I understand that each ambassador might have been assigned a number of new clients on August 18th which is leading to higher workload. In addition the IT issues means that existing clients have a greater need for their ambassador, causing a double whammy.

For these reasons I was patient and waited over a week for one of my requests to be handled because it was not immediately urgent. However severa days later once I was facing a cancellation deadline I sent a follow-up and still nothing, so it is more disturbing to get no response even for something that has become somewhat more urgent. I ended up calling the ambassador line and it was fixed so no big deal. But I am just wondering what is going on especially since there is at least one other FTer to whom the same is happening (@damon88).
I am having the same problem with my Ambassador too. I did not have anything urgent but she used to respond in 24 hours. I have now sent two emails regarding similar stuff that bhrubin requested and still have not heard back. Slightly worried.
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Old Aug 28, 18, 8:06 pm
  #572  
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Originally Posted by SeeTheLights View Post


I am having the same problem with my Ambassador too. I did not have anything urgent but she used to respond in 24 hours. I have now sent two emails regarding similar stuff that bhrubin requested and still have not heard back. Slightly worried.
I also would love an update on my 300K points I'm due back...
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Old Aug 28, 18, 8:16 pm
  #573  
 
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PPE + Amb $20k spend- reporting & what qualifies?

Two questions here:

1) For the first week, I could see my annual spend ($10k) on the app. I no longer do. Any others still able to see this?

2) My spend does not appear to reflect 3 meetings I did this year. I can't find anywhere where Marriott defines "qualifying spend". Anyone have any experience with meetings counting/ not counting?

I called to inquire and to see a breakdown, but eventually was told to wait and the meetings probably will, which makes me think that may be why you can no longer see the spend on the app?

Thoughts?

Data points -98 MR nts (46 actual, remainder meetings & CC), 30 SPG nts, have not combined accounts.
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Old Aug 28, 18, 8:19 pm
  #574  
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No definition, which I've been screaming about repeatedly and I can't find it in the (draft?) T&Cs for the new combined program.

In another thread somewhere, someone said that meeting/event spend doesn't count.
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Old Aug 28, 18, 8:25 pm
  #575  
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Originally Posted by escape4 View Post
I am glad to see there does not appear to be widespread deterioration in the ambassador service post August 18th.

I always got great responsive service from my ambassador before, which is in stark contrast with now, hence my recent worries.

I understand that each ambassador might have been assigned a number of new clients on August 18th which is leading to higher workload. In addition the IT issues means that existing clients have a greater need for their ambassador, causing a double whammy.

For these reasons I was patient and waited over a week for one of my requests to be handled because it was not immediately urgent. However severa days later once I was facing a cancellation deadline I sent a follow-up and still nothing, so it is more disturbing to get no response even for something that has become somewhat more urgent. I ended up calling the ambassador line and it was fixed so no big deal. But I am just wondering what is going on especially since there is at least one other FTer to whom the same is happening (@damon88).
I haven't been notified of an Ambassador assignment and I have yet to see a report that anyone else has. In fact, I don't know how to contact the Ambassador team or who to contact about getting an Ambassador assigned to me. In the meantime, I'm booking/staying at Hyatts (where I do have a My Hyatt Concierge and earlier had a Private Line Agent), and I'm being treated very well.
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Old Aug 28, 18, 8:29 pm
  #576  
 
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I had to re-link my accounts for all of my stays to show up. It was only showing my 45 Marriott stays (already Lifetime Platinum). After linking (which were already linked?), it now added my 110 SPG stays to put me at Lifetime Platinum Elite with Ambassador.
I think the whole new 'combined account number' was the stop gap - once logged in with that, re-linking, it all caught up.
I did have one meeting space in the mix this year, I haven't looked to see if it has added to the room night mix.
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Old Aug 28, 18, 8:56 pm
  #577  
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Originally Posted by SeeTheLights View Post
I am having the same problem with my Ambassador too. I did not have anything urgent but she used to respond in 24 hours. I have now sent two emails regarding similar stuff that bhrubin requested and still have not heard back. Slightly worried.
I donít think you have anything to worry about. My Ambassador previously had told me (which Iím pretty sure I also reported here) that I would get my points refund, even if it were after my stay this coming weekend.

Iím sure that many, if not most, Ambassadors are being slammed with both innumerable queries and calls and also just as challenged by the system IT limitations as everyone else (including us), not to mention having tough times getting answers from a new Marriott corporate structure that often seems to be oblivious to these details. Basically, Iíd hazard a guess that Marriott IT and system limitations are tying Ambassador hands behind their backs. Itís tough to imagine that responsive Ambassadors are suddenly not being responsive for no reason.

Iíd also not be surprised at all if there is some turnover among the Ambassadors. This canít be an easy time for them.
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Old Aug 28, 18, 9:03 pm
  #578  
 
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You can see the total on the Marriott app on the page where it shows the total number of nights this year. It seems to be on and off the website. I haven't run a separate calculation since I'm over 20k this year but it seems right. When I combined my accounts, the total increased by what seemed to be around the right amount.

In terms of meetings, that's not my gig but I don't think I've seen anything on here or from Marriott to suggest meeting spend counts. I occasionally travel with a colleague and put their room on my reservation and I think I am getting spend (but not night) credit for that consistent with that. Otherwise, it is my understanding from my ambassador that the normal folio spend counts toward credit (room, food/bar, spa, etc) but not resort/amenity fees or third party charges.
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Old Aug 28, 18, 9:12 pm
  #579  
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I had $20,000 spend on the MR legacy side alone before August 1st and I have yet to see my spend number.
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Old Aug 28, 18, 9:21 pm
  #580  
 
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My ambassador has also gone missing on merger day, Iíve already sent 3 different emails but didnít get any response or even acknowledgement of receiving them. She used to respond within 24h in the past. Weird.
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Old Aug 28, 18, 9:24 pm
  #581  
 
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[
Originally Posted by MSPeconomist View Post
I had $20,000 spend on the MR legacy side alone before August 1st and I have yet to see my spend number.
Strange ... I see it on both on the MR and SPG apps on my Android. It was on the MR app within a day or so of 8/18 but not on the SPG app since I only had 25 nights at SPG this year. Now that I have combined it, it shows on both apps on the my account page right below nights this year. It was on the website when I made reservations earlier today but seem to have disappeared now that I'm trying to take a screenshot to post! I think it was in the nights detail section of the website.
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Old Aug 28, 18, 9:44 pm
  #582  
 
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Originally Posted by bhrubin View Post

Iíd also not be surprised at all if there is some turnover among the Ambassadors. This canít be an easy time for them.
Coincidentally, I received a nice note today from my legacy Marriott ambassador that she was retiring. She told me that there is a plan to handle calls/emails pending a new assignment. Obviously, this must be a difficult month.

Not sure if the ambassadors on the SPG side worked in the same location or remotely. On the Marriott side, I believe they mainly worked in Omaha. Hard to make a pattern of two and presume ambassadors have to be selected based on experience and other factors.

Now ... I'm curious about the questionaire that would go out to SPG members when they qualified and whether I'll get that as well as whether there is any intent to change the program. Has the ambassador video been around for a while? It looks like something that was pulled from the SPG site.
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Old Aug 29, 18, 1:13 am
  #583  
 
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My status changed to PP about a week in as a Platinum in my MR account. I went into 8/18 with 51 nights. I have 14 SPG. The dollar amount towards Ambassador doesn't show (at least for me) until you reach PP. It is a metric to follow onto PP+A. I have not combined my accounts. In MR with 51 nights it shows my spend @ $3660. I don't remember any $75 stays at major world city & airport Marriotts. But do remember $1600 for 2 rooms for 3 nights in LAS.

On the SPG side, I am still platinum and no dollar amount shown. I think the $3660 is probably close to my 14 nights in SPG properties. I was at SEA Marriott SeaTac last night and I am at a Sheraton tonight booked via MR app in DFW because my Quantas F award DFW-SYD was cancelled due to mechanical issues. This is stay 2 of 16 in the next 4 weeks.

I do like the 48 hour check in though. I was already checked in to the Marriott in Sydney for two nights. I was able to chat directly with the property via the app. They graciously reduced my stay by one night without penalty within 24 hours of arrival.

James
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Old Aug 29, 18, 2:05 am
  #584  
 
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Originally Posted by C17PSGR View Post
Coincidentally, I received a nice note today from my legacy Marriott ambassador that she was retiring. She told me that there is a plan to handle calls/emails pending a new assignment. Obviously, this must be a difficult month.

Not sure if the ambassadors on the SPG side worked in the same location or remotely. On the Marriott side, I believe they mainly worked in Omaha. Hard to make a pattern of two and presume ambassadors have to be selected based on experience and other factors.

Now ... I'm curious about the questionaire that would go out to SPG members when they qualified and whether I'll get that as well as whether there is any intent to change the program. Has the ambassador video been around for a while? It looks like something that was pulled from the SPG site.
mine leaving the company on 31st august, I have replied (cc ambassador desk) that would be nice to assign me a new one ASAP etc... 3 days an still waiting an answer.
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Old Aug 29, 18, 8:37 am
  #585  
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Originally Posted by bhrubin View Post
I had several email responses from my Ambassador today:

(1) email letting me know she doesn't have access to my credit card info any more, thereby needing me to forward my info to the StR Florence concierge for our excursions (this was one of the very nice perks before, so I hope the systems IT post-merge will allow that again!)

(2) email letting me know my 90K points will be refunded within 48 hours for my upcoming StR San Francisco booking

(3) email letting me know my points will be refunded within the next 7 days for future StR Bal Harbour and StR Bahia Beach stays
Bolding mine. The 90K points have been refunded for my upcoming StR SF stay (180K vs original 270K points) and now appear in my account. As my Ambassador promised.
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