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)
Mar 9, 2019, 12:52 am
#2116
Join Date: Sep 2002
Programs: Marriott Ambassador elite & lifetime Titanium, Hyatt Globalist, Emirates Plat, Flying Blue Plat
Posts: 236
I had an ambassador with SPG back in time (till beginning of 2017). Now I have an ambassador too.
My old SPG ambassador was always on top of things, emailing me in advance when I had a booking, to ask if I had special requirements, arranging for upgrades, transportation, etc.
The experience with the new Ambassador as Marriott/Bonvoy has been quite disappointing: never ever have I been asked if I needed anything in advance. When I email with specific requests, the average reply time has been in excess of 36h.
Other than doing bookings, my Ambassador has managed to get nothing so far, neither upgrades, nor early check-ins confirmed in advance, which are the 2 most common requests for me.
In short: I found the SPG Ambassador service useful when I had it in the past. The current service, as I am experiencing is useless. I stopped using it.
Is it the person or the service? I do not know, it might be they have less leverage than before with hotels, it might be they are busier, I have not idea, but the service level dropped enormously in my case.
My old SPG ambassador was always on top of things, emailing me in advance when I had a booking, to ask if I had special requirements, arranging for upgrades, transportation, etc.
The experience with the new Ambassador as Marriott/Bonvoy has been quite disappointing: never ever have I been asked if I needed anything in advance. When I email with specific requests, the average reply time has been in excess of 36h.
Other than doing bookings, my Ambassador has managed to get nothing so far, neither upgrades, nor early check-ins confirmed in advance, which are the 2 most common requests for me.
In short: I found the SPG Ambassador service useful when I had it in the past. The current service, as I am experiencing is useless. I stopped using it.
Is it the person or the service? I do not know, it might be they have less leverage than before with hotels, it might be they are busier, I have not idea, but the service level dropped enormously in my case.
Mar 9, 2019, 5:08 am
#2117
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
My experience with my Ambassador has been improving. Last fall it was pitiful. Her phone was never answered, couldn’t take messages nor permitted me to be transferred to the general Ambassador line. Emails went unanswered for days.
Recently I’ve tried using her again for simple stuff. A cancelled reservation where cert was not returned to my account or registering me for the latest Double Points promotion (since it didn’t show up on my promo page). Typically get a response in under 24 hours, often with the request executed.
Not asking for anything extra or Ambassador level specific. But at least the service level has reached the old Marriott Platinum experience. A low bar I know.
Recently I’ve tried using her again for simple stuff. A cancelled reservation where cert was not returned to my account or registering me for the latest Double Points promotion (since it didn’t show up on my promo page). Typically get a response in under 24 hours, often with the request executed.
Not asking for anything extra or Ambassador level specific. But at least the service level has reached the old Marriott Platinum experience. A low bar I know.
Mar 9, 2019, 1:43 pm
#2118
Join Date: Dec 2005
Programs: AA EXP, Marriott Amb Elite & LT Titanium, Hilton Diamond
Posts: 1,230
For the record, in the 5 year's I've had an ambassador, they've never asked me if I need anything for a stay. I'm traveling every week it would almost be annoying if they did. I also have never had the expectation that they were going to 'hold my hand' for each stay.
I do know, that my current excellent Ambassador does know where I'm at each week and has mentioned she saw future res come through the were clearly vacation trips.
I do know, that my current excellent Ambassador does know where I'm at each week and has mentioned she saw future res come through the were clearly vacation trips.
Mar 10, 2019, 9:23 am
#2119
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
My Ambassador never responded to my last set of notes in January, so I've just been mailing the regular Ambassador e-mail address...they seem to respond within a day at least.
Mar 10, 2019, 12:35 pm
#2120
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
We are feeling the Ambassador love so far on our trip to Spain. Our first two hotels- Hotel Arts Barcelona and Maria Cristina in San Sebastián have gone out of their way to make us feel welcome with many kind gestures. Both hotels have mentioned my Ambassador status and it has seemed to make a difference.
Mar 10, 2019, 1:21 pm
#2121
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Mar 10, 2019, 1:40 pm
#2122
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
From the Hotel Arts thread:
From the Maria Cristina thread:
Checked in last night. This is our second visit here. Last time we stayed was through Centurion and we received an amazing upgrade to a suite so large we had to use the intercom from living room to bedroom. This 1 Bedroom Suite is not as large but it is very nice—spacious, recently renovated, with 2 baths on a high floor with wonderful sea views.
Our reception last evening was warm and welcoming. We were escorted to our room where welcome gifts were waiting— a bottle of Cava, chocolates, cookies, a Gaudí keychain, and a handmade welcome poster.
Our reception last evening was warm and welcoming. We were escorted to our room where welcome gifts were waiting— a bottle of Cava, chocolates, cookies, a Gaudí keychain, and a handmade welcome poster.
We were sad to check out of the Hotel Arts in Barcelona after a wonderful stay, but Maria Cristina has made us very happy with an incredibly warm welcome to their beautiful hotel. After acknowledging my Ambassador status the two friendly front desk agents gave us a choice between a top floor Terrace Suite with a huge private terrace or a Larger Royal Suite on a lower floor with 5 smaller step out view balconies. They then had the personable bellman give us a tour of both rooms so we could make our choice. My husband is already proclaiming this one of his favorite hotels ever 
Mar 10, 2019, 4:52 pm
#2123
Join Date: Nov 2012
Location: ZRH
Programs: QR Gold / M&M FTL / Marriott Bonvoy Titanium
Posts: 653
I had an ambassador with SPG back in time (till beginning of 2017). Now I have an ambassador too.
My old SPG ambassador was always on top of things, emailing me in advance when I had a booking, to ask if I had special requirements, arranging for upgrades, transportation, etc.
The experience with the new Ambassador as Marriott/Bonvoy has been quite disappointing: never ever have I been asked if I needed anything in advance. When I email with specific requests, the average reply time has been in excess of 36h.
Other than doing bookings, my Ambassador has managed to get nothing so far, neither upgrades, nor early check-ins confirmed in advance, which are the 2 most common requests for me.
In short: I found the SPG Ambassador service useful when I had it in the past. The current service, as I am experiencing is useless. I stopped using it.
Is it the person or the service? I do not know, it might be they have less leverage than before with hotels, it might be they are busier, I have not idea, but the service level dropped enormously in my case.
My old SPG ambassador was always on top of things, emailing me in advance when I had a booking, to ask if I had special requirements, arranging for upgrades, transportation, etc.
The experience with the new Ambassador as Marriott/Bonvoy has been quite disappointing: never ever have I been asked if I needed anything in advance. When I email with specific requests, the average reply time has been in excess of 36h.
Other than doing bookings, my Ambassador has managed to get nothing so far, neither upgrades, nor early check-ins confirmed in advance, which are the 2 most common requests for me.
In short: I found the SPG Ambassador service useful when I had it in the past. The current service, as I am experiencing is useless. I stopped using it.
Is it the person or the service? I do not know, it might be they have less leverage than before with hotels, it might be they are busier, I have not idea, but the service level dropped enormously in my case.
Zero proactive,
One time, I send him a message for one important stay and the possibility to get one upgrade, he send me a copy of the Marriott rules...
ah yes.. recently he corrected (on my request) the wrong points posted for one hotel stay, I got 2000 instead of 11000, do I need a ambassador for that ?
Mar 11, 2019, 1:44 am
#2124
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,086
I had an ambassador with SPG back in time (till beginning of 2017). Now I have an ambassador too.
My old SPG ambassador was always on top of things, emailing me in advance when I had a booking, to ask if I had special requirements, arranging for upgrades, transportation, etc.
The experience with the new Ambassador as Marriott/Bonvoy has been quite disappointing: never ever have I been asked if I needed anything in advance. When I email with specific requests, the average reply time has been in excess of 36h.
Other than doing bookings, my Ambassador has managed to get nothing so far, neither upgrades, nor early check-ins confirmed in advance, which are the 2 most common requests for me.
In short: I found the SPG Ambassador service useful when I had it in the past. The current service, as I am experiencing is useless. I stopped using it.
Is it the person or the service? I do not know, it might be they have less leverage than before with hotels, it might be they are busier, I have not idea, but the service level dropped enormously in my case.
My old SPG ambassador was always on top of things, emailing me in advance when I had a booking, to ask if I had special requirements, arranging for upgrades, transportation, etc.
The experience with the new Ambassador as Marriott/Bonvoy has been quite disappointing: never ever have I been asked if I needed anything in advance. When I email with specific requests, the average reply time has been in excess of 36h.
Other than doing bookings, my Ambassador has managed to get nothing so far, neither upgrades, nor early check-ins confirmed in advance, which are the 2 most common requests for me.
In short: I found the SPG Ambassador service useful when I had it in the past. The current service, as I am experiencing is useless. I stopped using it.
Is it the person or the service? I do not know, it might be they have less leverage than before with hotels, it might be they are busier, I have not idea, but the service level dropped enormously in my case.
Sound like mine.. useless.
Zero proactive,
One time, I send him a message for one important stay and the possibility to get one upgrade, he send me a copy of the Marriott rules...
ah yes.. recently he corrected (on my request) the wrong points posted for one hotel stay, I got 2000 instead of 11000, do I need a ambassador for that ?
Zero proactive,
One time, I send him a message for one important stay and the possibility to get one upgrade, he send me a copy of the Marriott rules...
ah yes.. recently he corrected (on my request) the wrong points posted for one hotel stay, I got 2000 instead of 11000, do I need a ambassador for that ?
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Mar 12, 2019, 6:44 pm
#2125
Join Date: Jan 2013
Location: YYZ
Programs: SE100K, Bonvoy Ambassador, National Executive
Posts: 175
This is my first year with ambassador and so far I’m impressed. Had an issue with points not posting and I had a response immediately and points posted within an hour. If I email when travelling she always ask about the weather where I am. She helped merge a stay I had that was half paid half points so I didn’t have to change rooms.I haven’t used any SNA’s yet as I’m saving them for personal travel but I will definitely post and let you know if she helps with them.
Mar 12, 2019, 8:15 pm
#2126
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
This is my first year with ambassador and so far I’m impressed. Had an issue with points not posting and I had a response immediately and points posted within an hour. If I email when travelling she always ask about the weather where I am. She helped merge a stay I had that was half paid half points so I didn’t have to change rooms.I haven’t used any SNA’s yet as I’m saving them for personal travel but I will definitely post and let you know if she helps with them.
Just be aware that Ambassadors have no control at all over SNAs—it’s an automated process controlled by a booking system computer and secret algorithm. Ambassadors can help with the complimentary suite upgrades, of course, both at check in and sometimes even before arrival.
Mar 12, 2019, 11:37 pm
#2127
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Can ambassador help with applying snas? Some prepaid rate somehow block sna
Mar 13, 2019, 3:43 am
#2128
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
Mar 13, 2019, 8:52 am
#2129
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Did ambassadors actually have to resort to that trick as well ?
I thought they have their own system, not just relies on buggy websites
I thought they have their own system, not just relies on buggy websites
Mar 13, 2019, 9:00 am
#2130
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I would presume it's the same IT group doing the website as providing/maintaining the back office systems, don't want to believe they do better on one than both.