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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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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 Nov 11, 18, 2:21 pm
  #1201  
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Originally Posted by damon88 View Post
It’s the little things on the Marriott website that drive me crazy- I hate searching for Suiran and getting a hair salon in China or Mystique and getting a beauty supply in Covina. My sons built better search engines on their high school football website they built in the late 1990s.
Nothing like that have I endured. Yikes!
Applying SNAs used to be super easy. Now I just let my Ambassador do it (but what if I didn’t have one?). And this may be user error but when I view my reservations online I never can easily figure out how to view my room type- I invariably end up looking for my original email confirmation. Nothing on the website or APP feels intuitive to me.
Seeing room type is a definite problem that was simple on the SPG platform and annoying now on the Marriott platform. I’m told this should improve once all properties and brands and reservations to the Marriott platform, but I have my doubts.

SNAs were problematic for me quite often even on the old SPG system. Something to do with my SET and AAA rates, I suspect. So the new issues aren’t so new to me. I asked my Ambassador before, and I do the same often now. I might have fewer issues now because Mariott has largely eliminated most of my SET rates.
remember when Marriott originally agreed to pay the big bucks to acquire Starwood, the speculation was that they would switch to Starwood’s superior platform. Why they ultimately decided not to do that shows a tremendous amount of laziness, shortsightedness or inertia and stubborn clinging to the old way.

Yes, they would have had to import more accounts, but it certainly would have been a smoother transition.
I also wish they would have migrated to the SPG platform...but that platform has massive recognition issues as we all know. I also am unsure if that would have made for a smoother transition. I rather doubt it.
I never imagined when I achieved Ambassador status what the real value would be for me. To be honest, without an Ambassador to smooth the way for me Marriott probably would have lost some of my business.

Not only has she been a rockstar making sure I received all of my points refunds from my Category 8 bookings, fixing glitches as they occurred, and assisting me with points redemptions. She has also been great negotiating guaranteed (paid) upgrades on points stays with hotels when I haven’t wanted to leave those to chance. My philosophy these days is to book the minimum room we will be happy in. At some hotels that is the standard room I have booked, at others (like Mystique) with very specialized rooms, especially on important vacations, it’s important to know an upgrade is guaranteed.
No argument from me!
One of my biggest losses from the SPG program is Specialty Select redemptions. It definitely is more difficult to book upgraded rooms in the Marriott universe.
Yes, agreed. Those were a great value and often took the sting out of not getting SNAs to clear and/or not getting a suite upgrade on arrival. I do hope Marriott rethinks the valuation of those...but time will tell.
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Old Nov 11, 18, 2:26 pm
  #1202  
 
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Originally Posted by damon88 View Post


Applying SNAs used to be super easy. Now I just let my Ambassador do it (but what if I didn’t have one?). And this may be user error but when I view my reservations online I never can easily figure out how to view my room type- I invariably end up looking for my original email confirmation. Nothing on the website or APP feels intuitive to me.
I confess I don't understand. I just made my reservations for this week -- using SNA's is very easy either on the app or on the website.

On the website, I view/modify the reservation and it has a clear option for

Take an upgrade. You've earned it.

On the app, I open the reservation, click on the info tab and about half way down the page it has

Take an upgrade. You've earned it.

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Old Nov 11, 18, 2:35 pm
  #1203  
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Once again, I know we’re on the Internet, but it might be good for us to show empathy and understanding that our own experiences might not be the same as others.

I think my Imperial booking today is the first time i’ve had an option to add an SNA arrive since the merger. The button was just missing on previous stays. I have heard others had the same problem - hopefully this will be resolved for good once all hotels are on the Marriott platform, but of course we are likely to be stuck with a large number of Marriott hotels adding normal rooms instead of suites into the pool. At least former SPG hotels will hopefully be consistently back online.
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Old Nov 11, 18, 2:41 pm
  #1204  
 
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Originally Posted by EuropeanPete View Post
Once again, I know we’re on the Internet, but it might be good for us to show empathy and understanding that our own experiences might not be the same as others.

I think my Imperial booking today is the first time i’ve had an option to add an SNA arrive since the merger. The button was just missing on previous stays. I have heard others had the same problem - hopefully this will be resolved for good once all hotels are on the Marriott platform, but of course we are likely to be stuck with a large number of Marriott hotels adding normal rooms instead of suites into the pool. At least former SPG hotels will hopefully be consistently back online.
Understood and agreed. I've seen it as an option on every reservation for the past few weeks for several different brands though. I'm wondering if it just has a different look/location than what SPG folks are used to seeing.
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Old Nov 11, 18, 2:51 pm
  #1205  
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It’s not.
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Old Nov 11, 18, 2:56 pm
  #1206  
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Originally Posted by C17PSGR View Post
Seems to me the benefits you reference aren't new to the program. 4 PM and room upgrades have been around in both programs for years.
SPG had it forever, but it is quite new to Marriott...really only once Starwood came into the mix for them.

And remember, Marriott's original 4pm "guarantee" was a weaselly, paper thin attempt at one, until they were called out by the bloggers. So not surprising that Marriott properties are playing fast and loose with the benefit.
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Old Nov 11, 18, 3:09 pm
  #1207  
 
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Originally Posted by UA-NYC View Post
SPG had it forever, but it is quite new to Marriott...really only once Starwood came into the mix for them.

And remember, Marriott's original 4pm "guarantee" was a weaselly, paper thin attempt at one, until they were called out by the bloggers. So not surprising that Marriott properties are playing fast and loose with the benefit.
Looks like it became a benefit in May 2016. Since then, I've used it at least 20-30 times at legacy MR properties without a hitch. I think the vast majority in the legacy MR thread has positive experiences as well.

https://www.flyertalk.com/forum/marr...6-16-a-23.html

I've only been denied it at legitimate convention hotels and resorts. Even in the resorts, they usually offer a less desirable alternative room to shower and store things in.
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Old Nov 11, 18, 3:11 pm
  #1208  
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Originally Posted by C17PSGR View Post
Understood and agreed. I've seen it as an option on every reservation for the past few weeks for several different brands though. I'm wondering if it just has a different look/location than what SPG folks are used to seeing.

So I hadn’t checked SNAs in weeks but sure enough the option was there when I just checked and I was easily able to apply it through the APP! So it looks as if they have fixed that glitch.

(By the way- not only could I not apply SNAs mid October, neither could my Ambassador! Here is what she emailed me:

“It is a known issue we are working to resolve this includes adding the request online as well; I wasn’t able to add them either but found a colleague who was able to apply them.

I’m glad we were able to get it finalized for you. Let me know if I can help with any other upcoming travel.” )

Regarding Search. Bhrubin- do you get different results?

I just tried Mystique and Suiran again. It appears they have deleted the Suiran hair salon in China but I still get the wrong results.

(Cuirana Spain)




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Old Nov 11, 18, 3:21 pm
  #1209  
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i have had the same problem with searches and also missing information for 2 months.
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Old Nov 11, 18, 3:40 pm
  #1210  
 
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Originally Posted by damon88 View Post

So I hadn’t checked SNAs in weeks but sure enough the option was there when I just checked and I was easily able to apply it through the APP! So it looks as if they have fixed that glitch.

(By the way- not only could I not apply SNAs mid October, neither could my Ambassador! Here is what she emailed me:

Regarding Search. Bhrubin- do you get different results?

I just tried Mystique and Suiran again. It appears they have deleted the Suiran hair salon in China but I still get the wrong results.
Glad the SNA's are working for you now! I don't remember when I started seeing it.

Agreed the search logic is extremely poor. I've see other sites pull from a similar database. I believe it is a combination of pulling almost every business in the world into the database with checking the box that allows the website to see your location. For example, if I look for a hotel by the airport in Chicago and search for ORD, I get a couple of Doctors named Ord as suggestions. But if I ignore the suggestions and just click search, I get hotels near ORD.

If I type in Suiran, I get the Spanish suggestion but if I ignore the suggestions and click search, I get the Suiran hotel at the top of the list.

A website shouldn't be this hard ... I presume they are using offshore developers on this who don't actually travel or make reservations. I was very surprised to see the latest quarter report that didn't show a drop off in reservations through the website. Seems the percentage of reservations for legacy SPG properties made through Marriott.com was actually higher than through SPG.com. I would not have guessed that.
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Old Nov 11, 18, 3:45 pm
  #1211  
 
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My M-Th stay this week will put me at 108 nights and above $20k. Fingers crossed I get lucky with my Ambassador.
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Old Nov 11, 18, 3:47 pm
  #1212  
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Originally Posted by bhrubin View Post

I will say the W Hollywood this past Monday night upgraded me to a Fantastic Suite from the SNA Marvelous Suite...but still had no welcome amenity for me. That was curious for a 1 night stay. The StR Bal Harbour and SLS Beverly Hills delivered their welcome amenities and letters a day after our arrival. So still a little curious, but not yet so egregious that I’ll call it a pattern. But I hear ya.

Hmmmm

On our recent trip Prince de Galles, Grande Bretagne, Mystique and Domes of Elounda all delivered generous Welcome Amenities (some on multiple days). But I was surprised on our way home on our 1 night stay at the W Seattle that (although they did give us a complimentary upgrade to the Extreme Wow Suite) there was no welcome amenity.

I have always assumed this is a hotel gesture and not corporate mandated. I do hope it’s not a pattern. It’s always nice to have a chilled bottle of champagne waiting 🍾 🥂
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Old Nov 11, 18, 3:50 pm
  #1213  
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Originally Posted by damon88 View Post
So I hadn’t checked SNAs in weeks but sure enough the option was there when I just checked and I was easily able to apply it through the APP! So it looks as if they have fixed that glitch.

(By the way- not only could I not apply SNAs mid October, neither could my Ambassador! Here is what she emailed me:

“It is a known issue we are working to resolve this includes adding the request online as well; I wasn’t able to add them either but found a colleague who was able to apply them.

I’m glad we were able to get it finalized for you. Let me know if I can help with any other upcoming travel.” )

To be fair, my Ambassador couldn't apply any SNAs to my St Regis New York reservations for 2019 even before the Aug 18 integration. It took months before they got it resolved. Again, there used to be SNA issues even befor the integration. So the fact that there are issues still with Marriott IT is not a big change IMO. Sorry.

Regarding Search. Bhrubin- do you get different results?

I just tried Mystique and Suiran again. It appears they have deleted the Suiran hair salon in China but I still get the wrong results.
Ah, now I understand what you meant. Yes, I've had that issue a few times. So I just work around it and use the location...or spell close to the property and it still usually comes up. It's stupid. It's annoying. But IMO there are bigger fish to try for Marriott IT.
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Old Nov 11, 18, 3:52 pm
  #1214  
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I seem to remember my welcome amenity at the W Hollywood last year in one of the suites was a plastic 500ml bottle of water and some kind of chocolate bar, so I don't think bhrubin necessarily missed that much Unlike some other Ambassadors I never really had the frequent bottles of champagne and the like (Hyatt and Hilton have always been better at this for me), but having a nice surprise of some sort at most 5* hotels was one of the nice non-financial benefits of the SPG programme.
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Old Nov 11, 18, 3:58 pm
  #1215  
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Originally Posted by EuropeanPete View Post
I seem to remember my welcome amenity at the W Hollywood last year in one of the suites was a plastic 500ml bottle of water and some kind of chocolate bar, so I don't think bhrubin necessarily missed that much Unlike some other Ambassadors I never really had the frequent bottles of champagne and the like (Hyatt and Hilton have always been better at this for me), but having a nice surprise of some sort at most 5* hotels was one of the nice non-financial benefits of the SPG programme.
Haha, good to know.

Welcome amenities are one of those things that are nice, but not essential for me. I know others think they are more important. I've told my Ambassador I place much more priority on getting a suite upgrade than getting a welcome amenity. Of course, the best hotels execute better, and those usually get me both.

I always remind everyone that even when Ambassadors request welcome amenities (sometimes even special welcome amenities) it is up to the hotels to execute those. Some hotels execute better than others. IME, the hotels that have the best overall service tend to execute best whatever my Ambassador requests based on my priorities (and whatever requests I may have made, as well).

It's always entertaining for me to see hotels--that slip up on so many other details--trying to blame my Ambassador for the lack of some other request being fulfilled. It's pretty obvious to me that the hotels are the guilty part in almost every case.
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