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)
Oct 5, 2018, 9:56 pm
#916
Join Date: Dec 2001
Programs: AA EP, SPG Ambassador (lifetime plat)
Posts: 247
Takes a while to hear back from my ambassador as well ... travel regularly, so it helps if I would get a response in less than 24 hours.
Oct 5, 2018, 9:59 pm
#917
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
After reading about ambassador stories here (legacy and now), I am beginning to think I might have had one of the better ones in the entire system.
Oct 5, 2018, 10:33 pm
#918
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
That being said, I had my third post 8/18 legacy SPG stay today (at a W). In all three cases, they have told me they only see me as a Plat, not a PPE or a PPE+A. I had a nice discussion with the woman at the desk who told me that she has heard the hotel gets the information somehow but she doesn't see it on the system (Lightspeed).
Perhaps this will all change if/when SPG properties are rolled over to the Marriott system and give points the Marriott way. I had a fair amount of non-room spend so I'll e curious how it shows.
Oct 6, 2018, 6:02 am
#919
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
That being said, I had my third post 8/18 legacy SPG stay today (at a W). In all three cases, they have told me they only see me as a Plat, not a PPE or a PPE+A. I had a nice discussion with the woman at the desk who told me that she has heard the hotel gets the information somehow but she doesn't see it on the system (Lightspeed).
Oct 6, 2018, 7:15 am
#920
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,016
I joined SPG program in 2015 and qualified Ambassador service for 4 years in a row including this year.
I'm extremely disappointed with this ambassador service, my expectation was that to have the personal touch with the single point of contact, and the ambassador gets to know my personality, hobbies, requirement, etc. Disappointingly, my ambassador only responded and reacted, like a sloth, literally, when I brought issues to the ambassador.
Like someone said in this thread, I can book hotel room on Starwood website, through OTA, or even through my concierges. Any common request, I can simply raise to the hotel, I don't have to waste my time going through my ambassador, what I needed him/her to do is to have with some special requests.
I remember clearly the first year I qualified the Ambassador service, I used my suite night awards and contacted my ambassador hoping that my request can be cleared sooner with ambassador's help. I didn't know suite night awards can only be cleared automatically couples of days before arrival (Starwood declares that it's all automatic without human intervene, somehow I don't believe the bxxxxit because my other experience proved what I suspected.). Rather than explaining how the suite night awards are declared to work, my ambassador came back to me as a hotel sales representative, repeatedly suggesting me to pay for the upgrade: $35/night for oceanview and $120/night for suite. I'm like, what?! You are my ambassador, who is supposed to the bridge between clients and the hotels, not a salesperson promoting stuffs to me.
I got really frustrated, and told my ambassador that was not what I wanted, I didn't expect my ambassador to break the rules for me (maybe a little, what's why the ambassador service exists, isn't it?) but don't play the opposite. I spoke to the manager of ambassador service and requested a new ambassador. You know what, the new ambassador doesn't get any better. Each time I called, the ambassador is not available to answer my call, well, I'm in west cost while my ambassador is in east coast, fine. I left a voice message, only until couples of days later did I receive a call back. Sent an email, same, couples of days to turn over. What's worse, ever since I qualified the ambassador service, I was like a ball being kicked between customer service and ambassador. Since my ambassador is so hard to get a hold of, I sometimes spoke to the customer service, and they pulled my account and told me that, well sir, you have ambassador, you can let him/her know, or we can pass the details of your case to the ambassador and have him/her follow up with you.
So, I agree with you, I am EXTREMELY disappointed with the ambassador, and the entire ambassador service, maybe some of you guys have really good ambassadors who really care about you and want you make your trip and stay better. But unfortunately, I didn't have that luck to find one.
I'm extremely disappointed with this ambassador service, my expectation was that to have the personal touch with the single point of contact, and the ambassador gets to know my personality, hobbies, requirement, etc. Disappointingly, my ambassador only responded and reacted, like a sloth, literally, when I brought issues to the ambassador.
Like someone said in this thread, I can book hotel room on Starwood website, through OTA, or even through my concierges. Any common request, I can simply raise to the hotel, I don't have to waste my time going through my ambassador, what I needed him/her to do is to have with some special requests.
I remember clearly the first year I qualified the Ambassador service, I used my suite night awards and contacted my ambassador hoping that my request can be cleared sooner with ambassador's help. I didn't know suite night awards can only be cleared automatically couples of days before arrival (Starwood declares that it's all automatic without human intervene, somehow I don't believe the bxxxxit because my other experience proved what I suspected.). Rather than explaining how the suite night awards are declared to work, my ambassador came back to me as a hotel sales representative, repeatedly suggesting me to pay for the upgrade: $35/night for oceanview and $120/night for suite. I'm like, what?! You are my ambassador, who is supposed to the bridge between clients and the hotels, not a salesperson promoting stuffs to me.
I got really frustrated, and told my ambassador that was not what I wanted, I didn't expect my ambassador to break the rules for me (maybe a little, what's why the ambassador service exists, isn't it?) but don't play the opposite. I spoke to the manager of ambassador service and requested a new ambassador. You know what, the new ambassador doesn't get any better. Each time I called, the ambassador is not available to answer my call, well, I'm in west cost while my ambassador is in east coast, fine. I left a voice message, only until couples of days later did I receive a call back. Sent an email, same, couples of days to turn over. What's worse, ever since I qualified the ambassador service, I was like a ball being kicked between customer service and ambassador. Since my ambassador is so hard to get a hold of, I sometimes spoke to the customer service, and they pulled my account and told me that, well sir, you have ambassador, you can let him/her know, or we can pass the details of your case to the ambassador and have him/her follow up with you.
So, I agree with you, I am EXTREMELY disappointed with the ambassador, and the entire ambassador service, maybe some of you guys have really good ambassadors who really care about you and want you make your trip and stay better. But unfortunately, I didn't have that luck to find one.
Oct 6, 2018, 8:30 am
#921
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,717
I just got the correct status recognition for the first time since the merger at the Four Points Barcelona, including the key card holder posted above. The hotel service is always excellent, so perhaps they’ve either implemented a new system earlier, or they’re taking the time to look up members on a list before they arrive.
Oct 6, 2018, 10:27 am
#922
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
What request do you guys usually ask your ambassador to do?
And also, question for supatight80, do you just tell your ambassador that you would like to have a bottle of wine/champagne in the room ?
And also, question for supatight80, do you just tell your ambassador that you would like to have a bottle of wine/champagne in the room ?
Oct 6, 2018, 10:59 am
#923
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I think it’s well known that I love my Ambassador, but I still don’t get a welcome amenity or card specifically from her on every stay. Nor do I mind. I know she’s on top of things for those that matter most to me. And she knows how much I trust her.
I certainly am more likely to get welcome amenties and/or notes when I stay at nicer hotels. But the teams at those hotels are used to being more personalized and providing better service, too. Hotels most often execute what Ambassadors request. Better hotels better execute those requests. But no hotel can upgrade me to a suite if it’s at 100% occupancy or if it has only a few suites.
I have amenity preferences, and sometimes hotels get them right and other times they get them wrong. I’m happy I received a welcome amenity. It’s the thought that counts in my book. When things go awry, I don’t usually assume it’s my Ambassador’s fault; I more often assume a hotel just didn’t execute. In my experience, upon investigation and whenever I press for details, that almost always has been the case.
I almost always book my own stays on the website or app; I never ask my Ambassador to book for me unless there’s a rare rate issue or other oddity. I don’t want to bother my Ambassador with sweating the small stuff. I want my Ambassador to help me make special stays more special and to provide assistance with the spurious stuff when necessary. Beyond that, I think people are expecting way too much.
I catch up with my Ambassador every now and then via phone, usually to let her know about something particularly fun during a stay or to thank her or her team. But I almost always communicate with her via email otherwise. It’s easier for me, and it’s a lot easier for her.
I want my Ambassador to be able to help me when I need it most, so I never want to bother my Ambassador with stuff she doesn’t need to concern herself with on my behalf. I copy her on just about every email communication I have with hotels so she always is aware of what’s going on and any concerns/issues/requests I may have, but I don’t ask her to intervene unless absolutely necessary.
I let my Ambassador know which stays are more important for me for upgrades and special occasions. I also let her know when I could care less about a suite upgrade (or amenity) so she wastes no more time than is necessary on me. I’m sure she appreciates that as much as the hotel teams might.
IMO Ambassadors think of themselves as the point persons of the teams with which they work at the hotels (and throughout Marriott). They all are part of the team.
I think of my Ambassador and me as a team, too. She helps me a lot, and I like to help her when I can by not wasting her time and understanding when things are out of her control.
I certainly am more likely to get welcome amenties and/or notes when I stay at nicer hotels. But the teams at those hotels are used to being more personalized and providing better service, too. Hotels most often execute what Ambassadors request. Better hotels better execute those requests. But no hotel can upgrade me to a suite if it’s at 100% occupancy or if it has only a few suites.
I have amenity preferences, and sometimes hotels get them right and other times they get them wrong. I’m happy I received a welcome amenity. It’s the thought that counts in my book. When things go awry, I don’t usually assume it’s my Ambassador’s fault; I more often assume a hotel just didn’t execute. In my experience, upon investigation and whenever I press for details, that almost always has been the case.
I almost always book my own stays on the website or app; I never ask my Ambassador to book for me unless there’s a rare rate issue or other oddity. I don’t want to bother my Ambassador with sweating the small stuff. I want my Ambassador to help me make special stays more special and to provide assistance with the spurious stuff when necessary. Beyond that, I think people are expecting way too much.
I catch up with my Ambassador every now and then via phone, usually to let her know about something particularly fun during a stay or to thank her or her team. But I almost always communicate with her via email otherwise. It’s easier for me, and it’s a lot easier for her.
I want my Ambassador to be able to help me when I need it most, so I never want to bother my Ambassador with stuff she doesn’t need to concern herself with on my behalf. I copy her on just about every email communication I have with hotels so she always is aware of what’s going on and any concerns/issues/requests I may have, but I don’t ask her to intervene unless absolutely necessary.
I let my Ambassador know which stays are more important for me for upgrades and special occasions. I also let her know when I could care less about a suite upgrade (or amenity) so she wastes no more time than is necessary on me. I’m sure she appreciates that as much as the hotel teams might.
IMO Ambassadors think of themselves as the point persons of the teams with which they work at the hotels (and throughout Marriott). They all are part of the team.
I think of my Ambassador and me as a team, too. She helps me a lot, and I like to help her when I can by not wasting her time and understanding when things are out of her control.
Oct 6, 2018, 1:02 pm
#924
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Thankfully however I am still 100% suite upgrades since August 18. But i can feel and tell a huge difference with the Ambassador Program from 5 years ago and the program of late.
Last edited by supatight80; Oct 6, 2018 at 1:09 pm
Oct 6, 2018, 1:05 pm
#925
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Delete double post
Oct 6, 2018, 2:17 pm
#926
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Hahaa, shown very clear on your signature
I have amenity preferences, and sometimes hotels get them right and other times they get them wrong. I’m happy I received a welcome amenity. It’s the thought that counts in my book. When things go awry, I don’t usually assume it’s my Ambassador’s fault; I more often assume a hotel just didn’t execute. In my experience, upon investigation and whenever I press for details, that almost always has been the case.
Becasue the profile on MR account is just bed type room type and some other room preferences.
I almost always book my own stays on the website or app; I never ask my Ambassador to book for me unless there’s a rare rate issue or other oddity. I don’t want to bother my Ambassador with sweating the small stuff. I want my Ambassador to help me make special stays more special and to provide assistance with the spurious stuff when necessary. Beyond that, I think people are expecting way too much.
Furthermore, the email surely contail the details of the required stays. for example : Dear Ambassador, Please book a room in St Regis SF for 10-15 Nov. The room I would like to book is non smoking Astor Suite with king bed.
By then you already done 80% of the job ... research the hotel and room type might as well just click that book now button
I catch up with my Ambassador every now and then via phone, usually to let her know about something particularly fun during a stay or to thank her or her team. But I almost always communicate with her via email otherwise. It’s easier for me, and it’s a lot easier for her.
Mine claims she have issues with her email and didnt receive both emails I sent her. (replying her introduction email)
So she ask me to call her if I never receive any response from her after 24 hours.
And call her directly if I have urgent issue.
I copy her on just about every email communication I have with hotels so she always is aware of what’s going on and any concerns/issues/requests I may have, but I don’t ask her to intervene unless absolutely necessary.
She also ask me to inform her any reservation I made directly through web or app.
I let my Ambassador know which stays are more important for me for upgrades and special occasions. I also let her know when I could care less about a suite upgrade (or amenity) so she wastes no more time than is necessary on me. I’m sure she appreciates that as much as the hotel teams might.
IMO Ambassadors think of themselves as the point persons of the teams with which they work at the hotels (and throughout Marriott). They all are part of the team.
Oct 6, 2018, 3:32 pm
#927
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264
Deleted: wrong thread
Last edited by Kobetraveller; Oct 6, 2018 at 3:56 pm
Oct 6, 2018, 3:59 pm
#928
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264
Deleted: no longer relevant
Last edited by Kobetraveller; Oct 8, 2018 at 3:40 pm
Oct 6, 2018, 4:07 pm
#929
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,158
Interesting read of this thread.
I will be marginal for hitting the $20K this year. Doesn't seem like I should really worry about it anyway...
I will be marginal for hitting the $20K this year. Doesn't seem like I should really worry about it anyway...
Oct 7, 2018, 1:19 am
#930
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520