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)
Apr 18, 2019, 1:04 am
#2416
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,843
I recently contacted my Ambassador with requests to post a missing Design Hotels stay. I received a response that “due to internal policy” they’re not allowed to post Design Hotels stays and instead have to prod those properties to process their own paperwork to post the stays to Marriott accounts, while for one of my stays, since it’s prepaid, they’re unable to add an extra guest to the room while for the other stay, the hotel needed to be contacted to request the change. It’s been two days now and the other stay hasn’t been modified yet to reflect the change in guests.
Sorry for your suboptimal experience, but mine was very different.
Yesterday I contacted my ambassador via e-mail regarding a missing Design Hotel stay. I sent the request at 3am her time zone and attached the receipt in my e-mail. At 8:15am her time zone she answered me back saying she posted the stay to my account. I logged in, and points were there indeed.
I doubt she starts work much earlier than 8am (maybe 7am) so given how quick this was taken care of, it does not look like she had to go back to the hotel for "paperwork". She most likely had the power to check my account herself, notice points were not there, and add the points immediately.
Apr 18, 2019, 2:14 am
#2417
Join Date: Jan 2015
Location: Kuwait (KW)
Programs: Qatar Airways, Hyatt, Hilton, Marriott, IHG
Posts: 2,716
Sorry for your suboptimal experience, but mine was very different.
Yesterday I contacted my ambassador via e-mail regarding a missing Design Hotel stay. I sent the request at 3am her time zone and attached the receipt in my e-mail. At 8:15am her time zone she answered me back saying she posted the stay to my account. I logged in, and points were there indeed.
I doubt she starts work much earlier than 8am (maybe 7am) so given how quick this was taken care of, it does not look like she had to go back to the hotel for "paperwork". She most likely had the power to check my account herself, notice points were not there, and add the points immediately.
Yesterday I contacted my ambassador via e-mail regarding a missing Design Hotel stay. I sent the request at 3am her time zone and attached the receipt in my e-mail. At 8:15am her time zone she answered me back saying she posted the stay to my account. I logged in, and points were there indeed.
I doubt she starts work much earlier than 8am (maybe 7am) so given how quick this was taken care of, it does not look like she had to go back to the hotel for "paperwork". She most likely had the power to check my account herself, notice points were not there, and add the points immediately.
”Due to our internal policy I am not allowed to post stays in Design Hotels™, sorry about it. Rest assured I notified the property that you did not receive the credit and they will add your stay soon. Usually it takes 10 working days after check out for hotels to credit stays. If you do not receive the posting by next week, please let me know and I will be happy to escalate this.”
So I don’t get points but your Ambassador sticks yours in. Bah!
khabah
Apr 18, 2019, 3:36 am
#2418
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: 100,417
To me, what matters is that the Ambassador is handling the issue, not whether she can fix it immediately herself. What would be unacceptable would be a response saying that *you* need to contact the hotel yourself.
Apr 18, 2019, 5:38 pm
#2419
Join Date: Jan 2016
Location: Ex-MSP
Programs: UA: Plat, Marriott: Annual Ambassador, Lifetime Grandfather
Posts: 293
I had a points stay at the Renaissance Austin (TX) last weekend. I just booked a normal room, nothing special. I've stayed at this hotel before (over the past 5 years), on both points and cash stays. Last weekend's stay was the nearest booked to my birthday.
I was pre-upgraded into a very nice corner suite (huge room!), and a bottle of sparkling wine and a handwritten card "from my Ambassador" were in the room upon my arrival. This was a wonderful touch, and a nice surprise, especially on a points stay.
+1 to my Ambassador.
-mvitale
I was pre-upgraded into a very nice corner suite (huge room!), and a bottle of sparkling wine and a handwritten card "from my Ambassador" were in the room upon my arrival. This was a wonderful touch, and a nice surprise, especially on a points stay.
+1 to my Ambassador.
-mvitale
Apr 18, 2019, 6:13 pm
#2420
Join Date: May 2006
Location: Toronto
Programs: HGP Globalist, SPG P100, Hilton Dia
Posts: 425
Since I am from HK, my current one is from China and the service is absolutely horrendous. Does anyone have experience in requesting a new ambassador from US? Or does the program specify that you can only be served from the same region as your mailing address?
Apr 18, 2019, 7:20 pm
#2421
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
I suspect if you said that you'd rather have an Ambassador in a US timezone that you'd have no problems. I'm skeptical that American ones will necessarily be better than Chinese, though I will note that I've had what I think is a Japanese Ambassador on the general Ambassador line a few times and they've always been quite impressive.
Apr 18, 2019, 8:08 pm
#2422
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I'd think getting a new Ambassador wouldn't be a problem at all--even if you want one as far away as in the USA. But I'd think that requesting a much better Ambassador from a closer time zone would be more prudent?
Apr 18, 2019, 9:47 pm
#2423
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
We would like to help forward your request to be assigned a new Ambassador to the Ambassador management team, if you could provide your account details to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Apr 21, 2019, 6:28 pm
#2424
Join Date: Aug 2002
Programs: UA 1K & 1MM/AA Gold & 1MM/HH Gold/Marriott Titanium
Posts: 2,928
My son and I just had an amazing stay at the Hotel Zachary, right across the street from Wrigley Field. My Ambassador is fantastic and she helped confirm a room with a view and some goodies for my son. Definitely a memorable stay!
Apr 23, 2019, 8:36 am
#2425
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Suite upgrades at both RC Bacara Santa Barbara and RC Half Moon Bay (award stays)
My Ambassador has done it again: despite being completely sold out, the Ritz-Carlton Bacara Santa Barbara has now pre-upgraded us before arrival later this afternoon to a One Bedroom Suite (garden view). The RC Half Moon Bay already had pre-upgraded us earlier this week to a Guest House Firepit One Bedroom Suite for our stay next week.
So now both the RC Bacara Santa Barbara (5 nights) and RC Half Moon Bay (2 nights) have pre-upgraded us on award stays to suites for our 9th wedding anniversary trip up the coast.
I’d say my Ambassador and my Ambassador status are paying huge dividends yet again.
So now both the RC Bacara Santa Barbara (5 nights) and RC Half Moon Bay (2 nights) have pre-upgraded us on award stays to suites for our 9th wedding anniversary trip up the coast.
I’d say my Ambassador and my Ambassador status are paying huge dividends yet again.
Apr 24, 2019, 12:16 am
#2426
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Here’s a weird one. My husband periodically transfers his points to me since I have the higher status. With SPG, of course, we could just transfer ourselves online. With Marriott we have to call, which we always do through the Titanium line, since it’s often in the evening or on weekends when my Ambassador is off and I hate bothering her with trivial requests.The transaction with the typically friendly phone reps usually takes less than 5 minutes after they speak to my husband and verify his authorization.
But when we called today we got the rudest agent. After verifying me he brusquely insisted that he was not allowed to help me since I was “an Ambassador which was above his Level”. WTH?
This was definitely a HUACA situation (and sure enough the next rep swiftly assisted us) but later I regretted not getting his name.
Somehow I don’t think that’s what Marriott had in mind.
But when we called today we got the rudest agent. After verifying me he brusquely insisted that he was not allowed to help me since I was “an Ambassador which was above his Level”. WTH?
This was definitely a HUACA situation (and sure enough the next rep swiftly assisted us) but later I regretted not getting his name.
Somehow I don’t think that’s what Marriott had in mind.
Apr 24, 2019, 5:36 am
#2427
Join Date: Aug 2000
Location: USA
Programs: AA-CK, Hyatt Globalist, Marriott Lifetime Titanium
Posts: 1,449
Here’s a weird one. My husband periodically transfers his points to me since I have the higher status. With SPG, of course, we could just transfer ourselves online. With Marriott we have to call, which we always do through the Titanium line, since it’s often in the evening or on weekends when my Ambassador is off and I hate bothering her with trivial requests.The transaction with the typically friendly phone reps usually takes less than 5 minutes after they speak to my husband and verify his authorization.
But when we called today we got the rudest agent. After verifying me he brusquely insisted that he was not allowed to help me since I was “an Ambassador which was above his Level”. WTH?
This was definitely a HUACA situation (and sure enough the next rep swiftly assisted us) but later I regretted not getting his name.
Somehow I don’t think that’s what Marriott had in mind.
But when we called today we got the rudest agent. After verifying me he brusquely insisted that he was not allowed to help me since I was “an Ambassador which was above his Level”. WTH?
This was definitely a HUACA situation (and sure enough the next rep swiftly assisted us) but later I regretted not getting his name.
Somehow I don’t think that’s what Marriott had in mind.
Apr 24, 2019, 5:59 am
#2428
Suspended
Join Date: Apr 2019
Programs: Marriott Ambassador
Posts: 117
This came up for me with legacy Marriott Rewards. I was told at the time you could surpass the transfer limit if the account the points were being transferred to needed the points for an immediate booking. This is an area Marriott could improve. For example, allowing unlimited transfers between linked family accounts. Another idea is allowing women or men on maternity leave or sick leave (say cancer treatment) to pause their account and maintain status. It would be great PR and help a small number of customers out.
Apr 24, 2019, 6:15 am
#2429
Join Date: Mar 2013
Programs: UA 1MM; Marriott LT Titanium
Posts: 678
Stayed at a Marriott over the weekend and participated in both green choice and passed on breakfast for extra points (lounge was closed). Platinum welcome gift and points for lounge closing were not posted.
I emailed my ambassador and someone else responded and completely ignored my request for the lounge closure points. Upon inquiring again, she said she would be adding the points "as a good will gesture" making it sound like I'm in the wrong here. Worth educating her, or am I misreading the phrase "good will gesture"?
I emailed my ambassador and someone else responded and completely ignored my request for the lounge closure points. Upon inquiring again, she said she would be adding the points "as a good will gesture" making it sound like I'm in the wrong here. Worth educating her, or am I misreading the phrase "good will gesture"?
Apr 24, 2019, 6:33 am
#2430
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
I’d definitely follow up on that one.