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)
Dec 4, 2018, 11:33 am
#1441
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
Was there any explanation and/or apology? Do you know whether your former Ambassador still works for Starriott? [I'm not suggesting that he/she was fired over this, but rather I'm guessing that if an Ambassador quits, prompt assignment of a new Ambassador could "fall between the cracks."]
Dec 4, 2018, 1:23 pm
#1442
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,803
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.
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.
Would be interesting to know as you claim the ambassador have “zero grasp of English”
Dec 4, 2018, 2:01 pm
#1443
Join Date: Feb 2007
Location: Malibu, CA
Programs: AA CK / Marriott Worthless Ambassador
Posts: 1,158
Language
I’ve had several times recently where my ambasador was out and I was transferred to an “ambasador” or two who barely spoke English.
Dec 4, 2018, 3:52 pm
#1444
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
Overnight, Ambassadors are located in China and India these days. I've had a couple calls get routed that way lately.
Dec 4, 2018, 8:46 pm
#1445
Join Date: Dec 2018
Programs: UA 1MM / UA GS / Marriott LTP
Posts: 8
Was there any explanation and/or apology? Do you know whether your former Ambassador still works for Starriott? [I'm not suggesting that he/she was fired over this, but rather I'm guessing that if an Ambassador quits, prompt assignment of a new Ambassador could "fall between the cracks."]
Dec 5, 2018, 2:10 am
#1446
Join Date: May 2007
Location: WAS
Programs: UA GS, AA EXP, WN A+, Hyatt Glob, Marriott Tit, Hertz PC
Posts: 1,123
My Ambassador is US based and is fine when she responds - no issue with her. My recent problems have been with the other Ambassadors filling in for her that provide nonsensical responses - both content is wrong and English sentence construction is difficult to follow.
Dec 5, 2018, 2:28 am
#1447
Join Date: May 2007
Location: WAS
Programs: UA GS, AA EXP, WN A+, Hyatt Glob, Marriott Tit, Hertz PC
Posts: 1,123
@Duke777 I’m sorry you’ve had such poor experiences. It sounds like you should be asking for a new Ambassdor, perhaps? Presumably you have this status through Feb 2020–or is it ending in Feb 2019?
As for your issues with SNAs, that has nothing to do with Ambassadors and everything to do with Marriott IT systems. I understand your frustration, but we hope to see the blame properly assigned rather than scapegoating Ambassadors. With regard to SNAs, at least, Ambassadors are just the poor messengers; when the info they can see is wrong or incomplete or not even visible at all, it’s tough for them to give us correct info. Or to blame them.
As for your bed type issues, I can only wonder. It must have been the StR Osaka, since you mentioned Japan and it’s the only StR in Japan. While you don’t want to blame the hotel, your actual booking and SPG/Marriott profile presumably already has your bed type preferences. So it seems just as likely, if not far more likely, that the issue is with the hotel and/or the IT relayed to the hotel. It also can be related to missed communications from your Ambassador to hotel personnel who never receive those due to the Marriott IT and changed email server issues.
I hope you may find satisfaction in the end, however things may proceed for you.
As for your issues with SNAs, that has nothing to do with Ambassadors and everything to do with Marriott IT systems. I understand your frustration, but we hope to see the blame properly assigned rather than scapegoating Ambassadors. With regard to SNAs, at least, Ambassadors are just the poor messengers; when the info they can see is wrong or incomplete or not even visible at all, it’s tough for them to give us correct info. Or to blame them.
As for your bed type issues, I can only wonder. It must have been the StR Osaka, since you mentioned Japan and it’s the only StR in Japan. While you don’t want to blame the hotel, your actual booking and SPG/Marriott profile presumably already has your bed type preferences. So it seems just as likely, if not far more likely, that the issue is with the hotel and/or the IT relayed to the hotel. It also can be related to missed communications from your Ambassador to hotel personnel who never receive those due to the Marriott IT and changed email server issues.
I hope you may find satisfaction in the end, however things may proceed for you.
Dec 5, 2018, 3:34 am
#1448
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
Dec 5, 2018, 6:41 am
#1449
Join Date: Apr 2009
Location: Los Angeles, CA
Posts: 67
Old SPG - No Ambassador Status Applied
Hi Guys - I hit 100 nights last week and am still missing about $1k which I’ll hit in a few weeks. But was told the spending requirements do not need to be met for 2018 SPG members. When I call or email Marriott everyone just tells me to wait and that it will happen.
Any experiences such such as mine? I’d like to use my SNAs this year and would like an Ambassador assigned.
Thanks.
Any experiences such such as mine? I’d like to use my SNAs this year and would like an Ambassador assigned.
Thanks.
Dec 5, 2018, 6:48 am
#1450
Join Date: Jan 2016
Location: Ex-MSP
Programs: UA: Plat, Marriott: Annual Ambassador, Lifetime Grandfather
Posts: 293
Hi Guys - I hit 100 nights last week and am still missing about $1k which I’ll hit in a few weeks. But was told the spending requirements do not need to be met for 2018 SPG members. When I call or email Marriott everyone just tells me to wait and that it will happen.
Any experiences such such as mine? I’d like to use my SNAs this year and would like an Ambassador assigned.
Any experiences such such as mine? I’d like to use my SNAs this year and would like an Ambassador assigned.
Also, you shouldn't need to have an Ambassador to use your SNAs. I have been able to successfully apply them through the website to my stays. However, I've read here that some people are having problems trying to use SNAs on the website, so I believe that this is a YMMV situation. If you are having problems applying your SNAs to reservations through the website, I would hope that any agent would be able to help you.
-mvitale
Dec 5, 2018, 7:16 am
#1451
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Unless Marriott makes some changes with the expected new program I don't think it's worth keeping platinum premier ambassador. The recognition just isn't there for the vast majority of us who stay at business-centric hotels in North America. There's only so much the Marriott East Lansing or Marriott Des Moines can do.
Last edited by hockeyinsider; Dec 5, 2018 at 7:34 am
Dec 5, 2018, 7:25 am
#1452
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
They don't have any power nor can they even issue points for customer service recoveries.
Dec 5, 2018, 7:26 am
#1453
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,652
i agree....this is basically what it comes down to....
Dec 5, 2018, 7:41 am
#1454
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Clearly it's actually a bit of mix, but sure - if the property outright refuse something then the Ambassador can't do something from thousands of miles away. That's generally not how things work though.
They do have power and can and do (did?) issue points for customer service recoveries.
They do have power and can and do (did?) issue points for customer service recoveries.
My ambassador told me she can request points for a service recovery but can't actually award them.
Dec 5, 2018, 8:07 am
#1455
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
As both an ambassador and ambassador supervisor told me they can't even call up a property and say, "The terms say you have to provide this." They can only "advocate for their ambassador" (whatever that means). Of course, a good manager or property's ambassador liaison will probably do whatever the ambassador is advocating, but there doesn't seem to be much an ambassador can do if a property tells them to pound sand.
My ambassador told me she can request points for a service recovery but can't actually award them.