Hopefully that does indeed become the case and Ambassador starts becoming recognized as more than just an average platinum. That's the only reason I still care at this point. The ambassadors I speak to are nice, but not particularly helpful, and I'm still entirely unsure if mine even still works for Starriott.

I'm guessing 2020 is when the program may actually take shape

Positive Ambassador Experience
 

I have posted here before that I have had hundreds of thousands of points go missing, reservations go missing, travel package certificates lost, etc. - all, of course, since the merger. My account was such a mess that I avoided trying to take it up with whatever platinum desk person picked up the phone and decided to wait until I was assigned an Ambassador who could direct me how to really have the mess taken care of. I first was assigned a pleasant Ambassador who seemed lightly-educated on how to handle most account problems, so she was just directing me to go to the website to the "contact us" section and try to have it handled that way. I knew that would never have it all sorted out, so once I requested a new Ambassador, I asked for his help with this.

I am pleased to report that my new Ambassador, despite being his first year as an Ambassador, and despite being from the Starwood side of things, has managed to reinstate my point balance, has located the "lost" reservations (though they are still not visible to me online but he has sent me a list of all of them that he can see [and I can see some on the website that he cannot see]), and has located all of the travel packages. It has taken him well over 15 hours of dedicated work to only my account and several meetings with his superiors, and since I had some account screenshots with point balances, etc., it helped. But for his help in this matter alone, I am very grateful to have an Ambassador. Of course, our accounts should have never been affected to this degree, IT should have had its act together, Marriott should have had its ducks in a row, etc. Nonetheless, the point is that my Ambassador has been the only person I have dealt with at Marriott (and I have spoken to many) that has taken these issues and owned them, remained persistent to continue working on the matter and tenacious when presenting the evidence to his superiors. While this is my first year having an Ambassador and I initially thought their purpose was just to send a fruit basket and occasional upgrade (to which I was looking forward), this has by far been the true value of having one, and if I never receive a fruit basket or even upgrade through them, I do believe I have gotten my value out of the perq.

I should note: a Lurker recently posted somewhere here on FT that nobody's points have just vanished into thin air, and I believe that may be true, and it sounds as if some of the problem is just not being able to see certain things due to the migration of properties and information (which we all believe should have happened by August 18, not still happening here in December). But when someone has an account with over 50 reservations, many but not all points-based, some with travel package certificates attached and some without, and a LOT of activity due to agents incorrectly posting and then removing and then posting and then removing and then posting again items, it has taken many hours of combing through the account to try to locate where the missing points went. My Ambassador was able to find two outstanding point-certificates which theoretically should have been attached to hotel reservations, but somehow just became free-agent point certificates without reservations, and yet I did not have any correlating hotel reservations, and presumably, this is where some of my points went, but it took well over 15 hours of dedicated work on my account just to find those. So the point is: yes, the points are likely not just vanishing into thin air, but to find where the points went is definitely not as simple as just tracking account activity. My Ambassador has had to do monumental work and attempt to access documents that are just not available to Marriott reps at the moment in order to find all of these reservations, points, and travel certificates. I feel immensely fortunate that I happen to have an Ambassador this year, the year of the crazy merger, as I cannot even imagine trying to deal with all of this with the platinum (or general customer service) agent that picks up the phone if I did not have one, and I truly empathize for those who have affected accounts and are having to deal with general customer service to try to get it sorted.

I read on LoyaltyLobby that Ambassadors now have an average of 300 clients. If the numbers are correct, it isn't hard to understand why some aren't receiving the personalized service they might have expected. I wouldn't be surprised if those Ambassadors serving the highest spenders cover less members which may explain the disparity in reported treatment. Once the spending requirements hit for everyone, it should thin out the ranks.

generic email address to Ambassador services?
 

My ambassador has been unresponsive since the merger. The concept of an Ambassador service is falling apart. What a shame.

Does anyone know the generic email address to Ambassador services?

Thanks!!!

If you would like us to forward your feedback to Ambassador team, please PM us your account number.

Best Regards,

Abbey Liu
Specialist, Social Media
Marriott International
[email protected]

Try CC your email to the address bhrubin post above

Mine have problem with her personal email but somehow manage to receive the generic email without issue

Hi there, thanks for reaching out! I got a reply from the generic message. All set - they are looking to switch my Ambassador.

I've emailed my Ambassador a few times over the past month for a few basic requests - making sure SNAs are properly applied (since I no longer have any visibility in my account / on my reservations like I previously had with SPG) and requesting bed type for a StR. All the requests were messed up or not carried out (definitely not the hotels' fault since they were two of the best in Japan).

I've recieved responses 24-48 hours later (although way after my stay in one case) from someone filling in. These responses have been a terrible and frankly unacceptable for a "premium" service:
1) Don't address my BASIC ask
2) Zero grasp of English
3) Flat out wrong information provided (e.g., asking for my old confirmations to check my SNAs... apparently they're already re-deposited in my account; saying a hotel is full and can't use a SNA... the hotel shows all suite categories available for a stay next week where the SNAs would clear in the next 48 hours assuming someone can do the simple task of applying). The point is that I don't have to do everything myself... except that I have to.

Finally called after getting fed up with email responses. I no longer have the Ambassador number showing anywhere in my account like I used to. I had to ask to be transferred since apparently only the regular line shows up in the app. Why is the number now a secret?

The phone agent was very helpful. However, they still can't apply the SNAs - continued lack of transparency surrounding the issue. The hotel shows plenty of suites available that were previously in the SNA pool.

I just can't believe how poor the email communication has now become and the inability to even try to use a benefit.

Good riddance.

Added to wiki for ease of finding.