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)
Jul 11, 2019, 6:56 am
#2716
Join Date: Nov 2008
Location: NYNY
Programs: Marriott Ambassador & LT Titanium, UA Silver, AA PLT
Posts: 842
Got the survey and quickly responded yesterday. Let them know about my two worthless interactions with the ambassador service.
Jul 11, 2019, 7:07 am
#2717
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,018
Got it and responded appropriately. Ambassador service has completely fallen apart.
Jul 11, 2019, 8:11 am
#2718
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
If you haven't filled out your Ambassador survey yet, here are some suggestions to ask Marriott to improve the Ambassador service (feel free to adjust order based on your own priorities!):
(1) Full breakfast benefit for Ambassadors at all brands including Edition and any RC that doesn't have a Club
(2) Waiving of all resort/destination fees for Ambassadors
(3) Added incentives for staying above 100 nights and/or spending more than $20K (perhaps more SNAs, Cat 6-7 free night certs, Cat 8 free night certs, earning more than 75% bonus points, ultra-SNAs that guarantee upgrades at time of booking like Hyatt TSUs, etc)
(4) Better Your24 reliability and availability
(5) Earning more points than the Titanium 75% bonus
(6) Providing 2+ bottles of water for every Ambassador regardless of brand
(7) Including spending at non-stay Bonvoy hotels towards the $20K Ambassador spending threshold
(8) Improving communication and response times for Ambassadors with their guests
What do you think?
(1) Full breakfast benefit for Ambassadors at all brands including Edition and any RC that doesn't have a Club
(2) Waiving of all resort/destination fees for Ambassadors
(3) Added incentives for staying above 100 nights and/or spending more than $20K (perhaps more SNAs, Cat 6-7 free night certs, Cat 8 free night certs, earning more than 75% bonus points, ultra-SNAs that guarantee upgrades at time of booking like Hyatt TSUs, etc)
(4) Better Your24 reliability and availability
(5) Earning more points than the Titanium 75% bonus
(6) Providing 2+ bottles of water for every Ambassador regardless of brand
(7) Including spending at non-stay Bonvoy hotels towards the $20K Ambassador spending threshold
(8) Improving communication and response times for Ambassadors with their guests
What do you think?
Thanks for the suggestions! Not sure I care about all of them (and don't think there should be water bottles
) but incorporated most of them into my response.At the property level, I'm continuing to get upgraded to suites on most stays but not seeing much evidence of "Ambassador Service." As the integration moves on, hopefully this survey shows folks are moving beyond whack a mole, to making the program meaningful.
Jul 11, 2019, 9:55 am
#2719
Join Date: Mar 2007
Location: Charlotte, NC area
Programs: Marriott Lifetime Titanium Elite, American Platinum Pro, Hertz Presidents Circle
Posts: 106
I have also not received a survey at any point this year about my experience with my Ambassador and/or the Ambassador Program. If/when I get one, I will share with them I have been getting very little value from them. I am not certain if it is due to the person assigned to me or the Program. I believe it might be a combination of the two. I suspect each Ambassador is assigned too many people and so the level of personalized service or support will be challenging. When I pro-actively reach out to my Ambassador, the one time we collaborate, I seldom get the outcome I was seeking, and worse, it appears the Ambassador does the bare minimum with their communication with properties. I now just make the time and effort to do "it" myself, and almost every time, I get the desired result.
Jul 11, 2019, 12:25 pm
#2720
Join Date: Jul 2010
Posts: 25
FWIW......I have had 2 ambassadors and the first was just fine, a solid B and the 2nd has been AMAZING. Responds immediately, calls me directly if she needs clarification etc. I think a lot of it is luck of the draw. I pray I don't get reassigned.
Jul 11, 2019, 2:09 pm
#2721
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
Received and filled out. Too bad there was no NPS question, they should really be tracking that.
I noted the decline over the last year (even though they really just wanted it since Bonvoy launched), though with a bit of improvement recently w/Ambassador communication.
Still made it clear that the benefits were much better at the top end w/Hyatt and thus no desire to return with paid stays.
I noted the decline over the last year (even though they really just wanted it since Bonvoy launched), though with a bit of improvement recently w/Ambassador communication.
Still made it clear that the benefits were much better at the top end w/Hyatt and thus no desire to return with paid stays.
Jul 12, 2019, 4:50 am
#2722
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
James
Last edited by Flying for Fun; Jul 12, 2019 at 5:05 am
Jul 12, 2019, 5:04 am
#2723
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
(1) Full breakfast benefit for Ambassadors at all brands including Edition and any RC that doesn't have a Club
(2) Waiving of all resort/destination fees for Ambassadors
(3) Added incentives for staying above 100 nights and/or spending more than $20K (perhaps more SNAs, Cat 6-7 free night certs, Cat 8 free night certs, earning more than 75% bonus points, ultra-SNAs that guarantee upgrades at time of booking like Hyatt TSUs, etc)
(4) Better Your24 reliability and availability
(5) Earning more points than the Titanium 75% bonus
(6) Providing 2+ bottles of water for every Ambassador regardless of brand
(7) Including spending at non-stay Bonvoy hotels towards the $20K Ambassador spending threshold
(8) Improving communication and response times for Ambassadors with their guests
Are you now feeling that the "value" of Ambassador Elite is waning or do you feel there is an insufficient differential between Titanium & Ambassador? Perhaps Ambassador Elite hasn't matured as quickly as Titanium.
James
Jul 12, 2019, 5:17 am
#2724
Join Date: Aug 2010
Programs: Marriott Bonvoy Ambassador, Melia Platinum, SIXT Platinum, Accor Silver, Lufthansa FTL
Posts: 381
(1) Full breakfast benefit for Ambassadors at all brands including Edition and any RC that doesn't have a Club
(2) Waiving of all resort/destination fees for Ambassadors
(3) Added incentives for staying above 100 nights and/or spending more than $20K (perhaps more SNAs, Cat 6-7 free night certs, Cat 8 free night certs, earning more than 75% bonus points, ultra-SNAs that guarantee upgrades at time of booking like Hyatt TSUs, etc)
(4) Better Your24 reliability and availability
(5) Earning more points than the Titanium 75% bonus
(6) Providing 2+ bottles of water for every Ambassador regardless of brand
(7) Including spending at non-stay Bonvoy hotels towards the $20K Ambassador spending threshold
(8) Improving communication and response times for Ambassadors with their guests
(2) Waiving of all resort/destination fees for Ambassadors
(3) Added incentives for staying above 100 nights and/or spending more than $20K (perhaps more SNAs, Cat 6-7 free night certs, Cat 8 free night certs, earning more than 75% bonus points, ultra-SNAs that guarantee upgrades at time of booking like Hyatt TSUs, etc)
(4) Better Your24 reliability and availability
(5) Earning more points than the Titanium 75% bonus
(6) Providing 2+ bottles of water for every Ambassador regardless of brand
(7) Including spending at non-stay Bonvoy hotels towards the $20K Ambassador spending threshold
(8) Improving communication and response times for Ambassadors with their guests
Jul 12, 2019, 6:36 am
#2725
Join Date: Jan 2005
Programs: AA EXP, UA Silver (Thanks Marriott!), Marriott Lifetime Titanium & Hyatt Globalist
Posts: 643
My ambassador has been responsive and helpful. I have no complaints with the program.
I have given Marriott my stays for 20 years, I plan on giving them another 20 (or at least until my wife and kids tell me otherwise).
I have given Marriott my stays for 20 years, I plan on giving them another 20 (or at least until my wife and kids tell me otherwise).
Jul 12, 2019, 6:36 am
#2726
Join Date: Jan 2005
Programs: AA EXP, UA Silver (Thanks Marriott!), Marriott Lifetime Titanium & Hyatt Globalist
Posts: 643
Ugh. Impatient double reply. Sorry!
Jul 12, 2019, 9:38 am
#2727
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Wow, that is quite a list. I understand that you have a great Ambassador and the relationship is proving meaningful to you.
Are you now feeling that the "value" of Ambassador Elite is waning or do you feel there is an insufficient differential between Titanium & Ambassador? Perhaps Ambassador Elite hasn't matured as quickly as Titanium.
James
Are you now feeling that the "value" of Ambassador Elite is waning or do you feel there is an insufficient differential between Titanium & Ambassador? Perhaps Ambassador Elite hasn't matured as quickly as Titanium.
James
Thats why I again was pre-upgraded at the SLS Beverly Hills weeks ago from an entry level room to a one bedroom suite. That’s why I yesterday again was further pre-upgraded to the SLS Suite. I didn’t even have to mention anything to my Ambassador...though that doesn’t mean my Ambassador didn’t reach out. I’ll never know....nor do I need to know.
Either way, I’ve been pre-upgraded to suites, and even to remarkable specialty suites like the SLS Suite above or the Ritz-Carlton Suite at the RC Georgetown only last month, so many times now as to be obviously improved from the SPG days.
But there’s always room for improvement. My list is just a wish list of added benefits or adjustments to benefits that can vastly improve the program and status and make it even more worthwhile.
Jul 12, 2019, 10:20 am
#2728
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
I am finding your reference to Ambassador Service to be ambiguous. Are you pertaining to the services of an Ambassador in general or are you pertaining to Ambassador services at the property level? You have your Ambassador Elite Status that is now universally recognized as a separate tier. That tier and recognition doesn't provide additional benefits at the property level other than Your24. The only additional stated benefit is a "personal concierge" whom, from posts upthread, is pretty limited in the scope of what they can do for you. Am I misunderstanding something here?
James
James
I'm assuming they meant Ambassador Service to mean what existed before their was a separate status tier, meaning the person in the video who "personalizes" your stays to use another term from the program.
Having proper Ambassador status as its own highest status tier was the single best thing Marriott has done. That has allowed hotels to easily recognize and act on our status without any need or obligation for each of our Ambassadors to contact hotels in advance as was true with SPG. It makes it much more obvious now that the hotels execute or fail to execute, rather than anything the actual Ambassadors have or have no done.
Thats why I again was pre-upgraded at the SLS Beverly Hills weeks ago from an entry level room to a one bedroom suite. That’s why I yesterday again was further pre-upgraded to the SLS Suite. I didn’t even have to mention anything to my Ambassador...though that doesn’t mean my Ambassador didn’t reach out. I’ll never know....nor do I need to know.
Interestingly, I had given up on the SLS from a stay a couple of months ago where they wanted to charge me for the one bedroom suite that was available for a one bedroom stay. I gave it another chance for a stay with a GF and they upgraded me to the one bedroom suite two days before I arrived! Then they allowed me to check in mid-morning and have a 4 PM checkout. I'm confident its because of the Ambassador status tier and being a repeat guest, although it again highlights some training issues at the property level based on my previous experience.
As for the status tier and recognition at the property level, I'm pretty happy. I'm getting suite upgrades on almost every stay and just cleared an SNA for a seafront suite at a prime property that I booked at a very reasonable corporate rate. When I stay internationally, I'm usually getting something like wine, chocolates, fruit, or macaroons in my room. My only complaint (which I can't really use that term) is that I used to get a lot of handwritten notes from GM's when I was a legacy Plat Premier under the old Marriott program and more unsolicited room service in the US and that seems to have stopped. But that's more a hmm than a complaint. I'll hit 20K at Marriott this month and probably be at $30-40k at the end of the year depending on work and unpredictable trips (and a few thousand more at Hyatt/Hilton).
I think Arne had a horrible communication plan regarding integration and it upset a lot of people. He also failed to put the right resources in upfront -- although he could have saved a lot of resource by communicating better. And I think Arne is out of touch. Plus, a lot of hotel staff didn't get trained in a timely manner/ I realize that upset people (and frankly some people just don't like Marriott) but things seem to be working very well now. OTOH, I'm sure Hyatt and Hilton would like a bigger chunk or all of my hotel spend so I'm glad they're looking into the "Ambassador Service."
Jul 12, 2019, 11:48 am
#2729
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Well the survey was about "Ambassador Service" which I think was intended to distinguish between "Ambassador Service" and the Ambassador status tier, although I think that's ambiguous ... but it was their term not mine.
I'm assuming they meant Ambassador Service to mean what existed before their was a separate status tier, meaning the person in the video who "personalizes" your stays to use another term from the program.
I'm assuming they meant Ambassador Service to mean what existed before their was a separate status tier, meaning the person in the video who "personalizes" your stays to use another term from the program.
Interestingly, I had given up on the SLS from a stay a couple of months ago where they wanted to charge me for the one bedroom suite that was available for a one bedroom stay. I gave it another chance for a stay with a GF and they upgraded me to the one bedroom suite two days before I arrived! Then they allowed me to check in mid-morning and have a 4 PM checkout. I'm confident its because of the Ambassador status tier and being a repeat guest, although it again highlights some training issues at the property level based on my previous experience.
That being said, for my first SLS stay in 2017 I did get pre-upgraded several days before arrival to what was referred to as a Lifestyle Suite...which turned out to be spacious and well appointed but incredibly dark with barely a window looking out to the central courtyard. On mentioning my appreciation for the upgrade but disappointment with the room on a routine follow up call, the manager apologized, told me about the upcoming (and since completed) renovation to remedy my concerns...and then gave us a $100 F&B credit by way of apology. I was very surprised and tried to decline...but when we were at the rooftop bar, the staff there reminded us we had a credit and pressed us to use it.
That was incredible service. And that made us want to return every time we are in LA.
As for the status tier and recognition at the property level, I'm pretty happy. I'm getting suite upgrades on almost every stay and just cleared an SNA for a seafront suite... My only complaint (which I can't really use that term) is that I used to get a lot of handwritten notes from GM's when I was a legacy Plat Premier under the old Marriott program and more unsolicited room service in the US and that seems to have stopped. But that's more a hmm than a complaint. I'll hit 20K at Marriott this month and probably be at $30-40k at the end of the year depending on work and unpredictable trips (and a few thousand more at Hyatt/Hilton).
I think Arne had a horrible communication plan regarding integration and it upset a lot of people. He also failed to put the right resources in upfront -- although he could have saved a lot of resource by communicating better. And I think Arne is out of touch. Plus, a lot of hotel staff didn't get trained in a timely manner/ I realize that upset people (and frankly some people just don't like Marriott) but things seem to be working very well now. OTOH, I'm sure Hyatt and Hilton would like a bigger chunk or all of my hotel spend so I'm glad they're looking into the "Ambassador Service."
Last edited by bhrubin; Jul 12, 2019 at 12:04 pm
Jul 12, 2019, 3:26 pm
#2730
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Extra benefits for Ambassador tiers would be great, but only if that can be executed properly at property level.