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 23, 2018, 12:31 am
#1606
Join Date: Feb 2008
Programs: Marriott LT Platinum; United 1MM, 1K
Posts: 81
Hey, I'd like some advice.
17 years platinum (several with both SPG as well as Marriott) but first time Ambassador.
My stay that ended on Dec 13th topped off my $$ spend to reach Ambassador, but the hotel dropped a decimal place in reporting the revenue on my 16 day Sydney Shearton on the Park stay. I saw the nights increment and was waiting for the $$ to go over 20K... I finally called in on Wednesday night and the agent found the problem and fixed it, so now the web site and app reflect my status accurately, but no email from the ambassador team or email survey or anything.
Its been a long year for all of us, and no doubt extra long for all of the Marriott and SPG staff. Its also the weekend leading into the holidays. Wish I had had time last week to follow-up but I was swamped also.
That said, I was really hoping to get some help with a reservation starting on Dec 26th.
Does anyone have an Ambassador hotline email or phone number they could PM me to get this jump-started?
Hope you all have a great holiday season!
Thanks!
-Gregor
17 years platinum (several with both SPG as well as Marriott) but first time Ambassador.
My stay that ended on Dec 13th topped off my $$ spend to reach Ambassador, but the hotel dropped a decimal place in reporting the revenue on my 16 day Sydney Shearton on the Park stay. I saw the nights increment and was waiting for the $$ to go over 20K... I finally called in on Wednesday night and the agent found the problem and fixed it, so now the web site and app reflect my status accurately, but no email from the ambassador team or email survey or anything.
Its been a long year for all of us, and no doubt extra long for all of the Marriott and SPG staff. Its also the weekend leading into the holidays. Wish I had had time last week to follow-up but I was swamped also.
That said, I was really hoping to get some help with a reservation starting on Dec 26th.
Does anyone have an Ambassador hotline email or phone number they could PM me to get this jump-started?
Hope you all have a great holiday season!
Thanks!
-Gregor
Dec 23, 2018, 1:59 am
#1607
Join Date: Dec 2018
Programs: A Few
Posts: 15
Either way, congrats. I also recently made Ambassador. There's an email address posted at the top of this thread (in the wiki section).
Dec 23, 2018, 6:20 am
#1608
Join Date: Sep 2014
Location: TPA/DFW/K15
Programs: AA EXP, Mar AMB, HH LT DIA
Posts: 1,649
Can someone guide me clearly on what counts as qualifying spend and what doesn’t? T&C’s are a little vague and mostly reference points being earned not AMB qualification. Its looking like under the current magical method i’m going To end the year at $19,500 and I’d like to be able to verify things.
So far it appears that the following don’t count:
Resort Fees
Parking
Taxes
Meeting Rooms (though even in the T&C it appears as they should)
Souvenir’s (such as if I decide I want to keep a used bathrobe from my room)?
As an aside I find it really absurd that resort fees and parking doesn’t count for AMB or points. I’d have much preferred they just say $25,000 (or whatever) spend that is on a folio with my name and rewards number on it. They could have saved the IT cost of creating another formula to track.
So far it appears that the following don’t count:
Resort Fees
Parking
Taxes
Meeting Rooms (though even in the T&C it appears as they should)
Souvenir’s (such as if I decide I want to keep a used bathrobe from my room)?
As an aside I find it really absurd that resort fees and parking doesn’t count for AMB or points. I’d have much preferred they just say $25,000 (or whatever) spend that is on a folio with my name and rewards number on it. They could have saved the IT cost of creating another formula to track.
Dec 23, 2018, 8:07 am
#1609
Join Date: Mar 2010
Location: Sunshine State
Programs: Avis Trump. Costco Exec. SPG PLAT PREM-90. WN A+/CP. AA SLV. Nat EE..
Posts: 456
Thanks. That’s not a bad way to go about it. At a minimum it looks like I at least have a problem of F&B charges making it in base points if that’s the case. It looks like I’m going to just miss this by a few hundred bucks even if I get some of the charges corrected. It’s my fault for not fully understanding it earlier but I’m more annoyed with having to spend so much time to figure it out and audit it myself. I’m calling it quits unless I randomly need to spend $1k in the next five days. But also, can someone confirm that 10 meeting nights still count or if I use my Plat 50/75 gift of 5elite nights that will count for the 100 nights needed for AMB?
Dec 23, 2018, 1:28 pm
#1610
Join Date: Feb 2005
Location: DEN, or so it says...
Programs: UA1K/RCC, Avis CHM, NWA Plat, SPG Plat
Posts: 2,885
I just made an approximate tally for 2018.
Two emails went unanswered.
One email was answered directly by my ambassador.
One email was sent by my ambassador (but it has a link to a salesforce domain, so I assume it was auto-generated).
One follow-up email hasn't been responded to in over a month.
Thirteen emails either went to OOO or were answered by someone else, days later, without an OOO indicator.
I typically only contact the service when I have a billing issue or when there is an issue with a hotel (happened twice this year).
Sometimes, the outcome is ok, sometimes, I feel like they could have done a lot more, especially when my status wasn't showing up starting in August, or when I had some botched stays.
When my status wasn't showing up, the response was: "you're getting your points, so your status is showing up". What they failed to understand is that I finally figured out that my status was not showing up, so I brought it to the hotel's attention when I checked it and they appropriately credited me at that time, after looking at a different screen to see that I actually had status. I contacted the AMB program about missing points for the stays before that, but never got a response.
I am a low key traveler. I rarely get upgraded or get extra amenities (with one exception, a Seattle-area hotel that does make me feel welcome) , but I also don't challenge the hotel.
Last year, I asked for a new ambassador after the old one told me to figure out stuff myself, versus helping me. I had good hopes for the new one, and spent about 20-30 minutes on the phone with her for an introductory call. She asked for birthday info, anniversary information, etc... To this day, I still don't know why I had that conversation or what it supposedly did for me.
I don't think I am getting anything out of this service whatsoever that a regular customer service rep couldn't do...
Two emails went unanswered.
One email was answered directly by my ambassador.
One email was sent by my ambassador (but it has a link to a salesforce domain, so I assume it was auto-generated).
One follow-up email hasn't been responded to in over a month.
Thirteen emails either went to OOO or were answered by someone else, days later, without an OOO indicator.
I typically only contact the service when I have a billing issue or when there is an issue with a hotel (happened twice this year).
Sometimes, the outcome is ok, sometimes, I feel like they could have done a lot more, especially when my status wasn't showing up starting in August, or when I had some botched stays.
When my status wasn't showing up, the response was: "you're getting your points, so your status is showing up". What they failed to understand is that I finally figured out that my status was not showing up, so I brought it to the hotel's attention when I checked it and they appropriately credited me at that time, after looking at a different screen to see that I actually had status. I contacted the AMB program about missing points for the stays before that, but never got a response.
I am a low key traveler. I rarely get upgraded or get extra amenities (with one exception, a Seattle-area hotel that does make me feel welcome) , but I also don't challenge the hotel.
Last year, I asked for a new ambassador after the old one told me to figure out stuff myself, versus helping me. I had good hopes for the new one, and spent about 20-30 minutes on the phone with her for an introductory call. She asked for birthday info, anniversary information, etc... To this day, I still don't know why I had that conversation or what it supposedly did for me.
I don't think I am getting anything out of this service whatsoever that a regular customer service rep couldn't do...
Dec 23, 2018, 1:39 pm
#1611
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Based on this thread I think Marketing’s video about Ambassador service is leading to much of the discontent. The personalized service alluded to by marketing doesn’t match the service level being delivered in most cases. I wasn’t expecting a Misty Copeland doll, but neither was I expecting less personal service then I get from the Platinum line.
Dec 23, 2018, 3:18 pm
#1612
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
My ambassador is either overwhelmed, lazy or inexperienced.
As for hotels, I don't recall being recognized for having an Ambassador status. The FD staff and Concierges at the hotels I normally stay in the cities I normally visit all know me either by name or face. Sometimes, the hotel management puts chocolates or some lame fruit plate, neither of which I consume. The welcome gifts have never come from the ambassador. I just checked my Marriott App, and I have spent 120 nights at a Marriott property this year for over $50K -- over a third of the nights this year was spent in a hotel room -- now, that's a sad statistic.
By the way, what would make me happy? A split of wine and some nuts. My Ambassador's replies are "I'll see what I can do" which means she's not going to do anything.
As for hotels, I don't recall being recognized for having an Ambassador status. The FD staff and Concierges at the hotels I normally stay in the cities I normally visit all know me either by name or face. Sometimes, the hotel management puts chocolates or some lame fruit plate, neither of which I consume. The welcome gifts have never come from the ambassador. I just checked my Marriott App, and I have spent 120 nights at a Marriott property this year for over $50K -- over a third of the nights this year was spent in a hotel room -- now, that's a sad statistic.
By the way, what would make me happy? A split of wine and some nuts. My Ambassador's replies are "I'll see what I can do" which means she's not going to do anything.
I likewise don't care for fruit plates or chocolate, and do appreciate a boozy treat. Have received wine on occasion and even craft beer & cozys at the W Austin. I feel like it's more of a specific property gift.
Only time my Ambassador came through was after asking to set up balloons and champagne for my girlfriend's surprise birthday trip (which they did gratis).
Dec 23, 2018, 3:44 pm
#1613
Join Date: Mar 2010
Location: Sunshine State
Programs: Avis Trump. Costco Exec. SPG PLAT PREM-90. WN A+/CP. AA SLV. Nat EE..
Posts: 456
So your formula works for base room rate but looking back at just about all of my recent stays my F&B never seemed to count as the base points stayed at x10 my base room rate. Does this to the same for you? I can’t imagine it’s wrong on 9/10 of my last stays.
Dec 23, 2018, 5:26 pm
#1614
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
I've recently received some truly excellent support from a specific ambassador who picked up a thread from the general support email. Is there a way to ask to be assigned to that specific ambassador, and any way to broach the subject in a non-awkward way? I don't want to offend my ambassador of two years, who was nice though didn't really exceed expectations and has been extremely unresponsive lately.
Any thoughts? Anyone here ever asked to be assigned to a specific ambassador?
Perhaps a question for the SPG lurkers…
Any thoughts? Anyone here ever asked to be assigned to a specific ambassador?
Perhaps a question for the SPG lurkers…
Dec 23, 2018, 5:28 pm
#1615
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Last year, I asked for a new ambassador after the old one told me to figure out stuff myself, versus helping me. I had good hopes for the new one, and spent about 20-30 minutes on the phone with her for an introductory call. She asked for birthday info, anniversary information, etc... To this day, I still don't know why I had that conversation or what it supposedly did for me.
I don't think I am getting anything out of this service whatsoever that a regular customer service rep couldn't do...
I don't think I am getting anything out of this service whatsoever that a regular customer service rep couldn't do...
Dec 23, 2018, 11:46 pm
#1616
Join Date: Feb 2008
Programs: Marriott LT Platinum; United 1MM, 1K
Posts: 81
Hey, I'd like some advice.
17 years platinum (several with both SPG as well as Marriott) but first time Ambassador.
My stay that ended on Dec 13th topped off my $$ spend to reach Ambassador, but the hotel dropped a decimal place in reporting the revenue on my 16 day Sydney Shearton on the Park stay. I saw the nights increment and was waiting for the $$ to go over 20K... I finally called in on Wednesday night and the agent found the problem and fixed it, so now the web site and app reflect my status accurately, but no email from the ambassador team or email survey or anything.
Its been a long year for all of us, and no doubt extra long for all of the Marriott and SPG staff. Its also the weekend leading into the holidays. Wish I had had time last week to follow-up but I was swamped also.
That said, I was really hoping to get some help with a reservation starting on Dec 26th.
Does anyone have an Ambassador hotline email or phone number they could PM me to get this jump-started?
Hope you all have a great holiday season!
Thanks!
-Gregor
17 years platinum (several with both SPG as well as Marriott) but first time Ambassador.
My stay that ended on Dec 13th topped off my $$ spend to reach Ambassador, but the hotel dropped a decimal place in reporting the revenue on my 16 day Sydney Shearton on the Park stay. I saw the nights increment and was waiting for the $$ to go over 20K... I finally called in on Wednesday night and the agent found the problem and fixed it, so now the web site and app reflect my status accurately, but no email from the ambassador team or email survey or anything.
Its been a long year for all of us, and no doubt extra long for all of the Marriott and SPG staff. Its also the weekend leading into the holidays. Wish I had had time last week to follow-up but I was swamped also.
That said, I was really hoping to get some help with a reservation starting on Dec 26th.
Does anyone have an Ambassador hotline email or phone number they could PM me to get this jump-started?
Hope you all have a great holiday season!
Thanks!
-Gregor
I got a toll free number and called in with high hopes. Although it took 37 minutes for the Ambassador after hours call center to answer and another 5 minutes to verify I was legit, they completely handled my request, including contacting the property while i was on hold.
The agent also told me which Ambassador was assigned to me and that they would let them know I wanted to connect. We'll see what happens on Monday/Christmas Eve... but I'm not going to count on hearing from them until the new year.
In any case, still happy to have made a new level.
Happy holidays and safe travels to all of you still out on the road.
-Gregor
Dec 24, 2018, 12:24 am
#1617
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
I've recently received some truly excellent support from a specific ambassador who picked up a thread from the general support email. Is there a way to ask to be assigned to that specific ambassador, and any way to broach the subject in a non-awkward way? I don't want to offend my ambassador of two years, who was nice though didn't really exceed expectations and has been extremely unresponsive lately.
Any thoughts? Anyone here ever asked to be assigned to a specific ambassador?
Perhaps a question for the SPG lurkers…
Any thoughts? Anyone here ever asked to be assigned to a specific ambassador?
Perhaps a question for the SPG lurkers…
If you would like us to pass your feedback to Ambassador team, please PM us your information.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
Dec 24, 2018, 7:28 am
#1618
Join Date: Sep 2014
Location: TPA/DFW/K15
Programs: AA EXP, Mar AMB, HH LT DIA
Posts: 1,649
My formula is close, but I'm missing something. With my last 17-day stay yet to post, my YTD base points and spend are: 507,666 and $50,797 respectfully. I guess my formula is off by $30, but over a large sample size.
Dec 24, 2018, 7:41 am
#1619
Join Date: Mar 2010
Location: Sunshine State
Programs: Avis Trump. Costco Exec. SPG PLAT PREM-90. WN A+/CP. AA SLV. Nat EE..
Posts: 456
F&B was brand dependent (unsure if that changed in August). My pretax & pre-tip F&B counted at my go to hotel (autograph collection). I had one stay at a courtyard last year and the F&B (coffee) did not make it in base points.
My formula is close, but I'm missing something. With my last 17-day stay yet to post, my YTD base points and spend are: 507,666 and $50,797 respectfully. I guess my formula is off by $30, but over a large sample size.
My formula is close, but I'm missing something. With my last 17-day stay yet to post, my YTD base points and spend are: 507,666 and $50,797 respectfully. I guess my formula is off by $30, but over a large sample size.
Thanks. Did you calculate your base point total manually or is there a place to pull it. I just looked at one of my go to Autographs, the Adolphus, and nightly rate pretax is there in base but not my $200 food bill. I am having the same issue at a Trubute and Renaissance and Edition. . This was just me going back a few weeks of stays I could easily lookup. Now I’m really confused as to the cause. As none of them should exclude F&B from points earnings.
Dec 25, 2018, 8:48 am
#1620
Join Date: Sep 2014
Location: TPA/DFW/K15
Programs: AA EXP, Mar AMB, HH LT DIA
Posts: 1,649
Thanks. Did you calculate your base point total manually or is there a place to pull it. I just looked at one of my go to Autographs, the Adolphus, and nightly rate pretax is there in base but not my $200 food bill. I am having the same issue at a Trubute and Renaissance and Edition. . This was just me going back a few weeks of stays I could easily lookup. Now I’m really confused as to the cause. As none of them should exclude F&B from points earnings.