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Good afternoon, I hope all is well with you.

Unfortunately, I'm still having disappointing and very non-consistent experiences. Of my last three stays, one of which you helped with, only one property came through with the very basic requests of feather pillows (plus extras) and extra towels. Oddly enough, that was a limited-service property, the Courtyard. The Westin and the Renaissance both failed, though I did get a suite upgrade at both of these properties. (I believe you reached out to the Renaissance Cincinnati.)

Moreover, neither the Westin nor the Renaissance recognized my ambassador status. In the case of the Westin, they recognized me as a
member and the Renaissance recognized me as a platinum.

I addressed the disappointing experiences with the Westin and Renaissance respectively, but wanted to let you know because, obviously, there continues to be a problem with properties not recognizing ambassador status and not fulfilling rather basic requests that any guest, with or without elite status, could make through Marriott.com.

Overall, nothing has gotten better since the August integration. Looking at my stays since August, I think only the Courtyard has actually fulfilled my standing special requests. Then there is the property -- the Prince de Galles, Luxury Collection in Paris -- that gave me things I specifically asked not to receive as a welcome amenity.

At the hotels with more egregious experiences there have been post-stay service recoveries, but that doesn't do much to make up for the experience in the first place, especially on the handful of special stays that I do. I certainly wouldn't expect a run-of-the-mill Courtyard to get it right, but not the other hotels, which were upscale hotels and, in some cases, luxury hotels.

I don't know what the problem is. I recognize you are at the mercy of hotels delivering requests or other benefits, but it is deeply frustrating. I know from speaking with colleagues and friends that others are experiencing many of the same issues.

With all due respect, I don't know if I need to request a new ambassador because, to be honest, each of my special stays that I have worked with you on have had issues.

Hopefully, that changes in the new program in February with distinct names; platinum, titanium and ambassador.

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I apologize you are still not receiving extra pillows and towels during your stays. I personally communicated with The Renaissance. I also arranged for an early check-in along with a special amenity to be sent to your room. In addition, an upgrade request was noted and would be given if available.

I am happy to follow up to see what happened where these extra towels and pillows were not delivered. Please allow at least 72-hours on this.
In addition, I will continue to reach out on upcoming stays and share your feedback with our leaders.

If you decide you would like to work with another Ambassador I will understand. I continue to be at your service.

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Thanks for your quick response, as always.

Obviously, there's an issue with the individual hotels. I've never thought it was you but either a system breakdown in the way these things are communicated -- Marriott's IT has had so many problems since August -- or properties that either don't care or don't understand Marriott's new program and the elite statuses. The fact that most properties don't even recognize ambassador status is telling. You and I have certainly seen this with some of the properties, such as the infamous Casa Monica, Autograph Collection, that openly broke the rules and hoped nobody would call them on it.

I did get the suite upgrade at the Renaissance and the room was ready early, both of which were quite appreciated. There were extra pillows, but none of the pillows were feather. They were the polyester down alternative pillows.

I was unaware you requested an amenity. That was kind of you. They certainly didn't deliver it. I actually ordered a bottle of champagne for my girlfriend and I not long after we arrived but they sent up a different kind of wine. It took two requests to get the bottle and then only after complaining did they remove the service charge. I still insisted on paying for it.

The hotel general manager has already apologized, which was appreciated but, of course, doesn't do anything. They offered me a complimentary 1-night stay if I ever return to Cincinnati.

As I said earlier, my expectations aren't much for a limited-service property like the Courtyard, although ironically the Courtyard I recently stayed at fulfilled all of my requests.

Hopefully, all of this will change in February with the new elite status names.

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