|
I received a message from my Ambassador that she will switch departments and that I therefore will get a new ambassador assigned (BTW: this was the only proactive message from my ambassador ever....). That was 3(!) weeks ago and I heard nothing since then. Is this really the way to treat your most loyal customers? If you create a status like "ambassador" please fulfill the expectations or otherwise it will fire back....
PS: I was treated really good as ambassador guest with SPG like 4-5 years ago (incl. invites to premium lounges for soccer matches)... |
Wow
So I’ve complained on this thread over time but I was told I’d get the best of the best last year and got an amazing guy. He left last month. I hoped his replacement would be good. This week I went to a hotel I visit 25 times a year- and I always used to get upgrades but none since the GM left. Today my ambasador wrote me to tell me Hotel is full and no suites because he checked with them. I said ok. Then checked online and had my travel rep call — both showed suites available. So I mentioned this to my ambasador. Sent a screen shot. I was impressed he replied that he felt betrayed by the hotel and deposited 40k points. I hadn’t asked for anything. |
Originally Posted by JBauer
(Post 31121451)
So I’ve complained on this thread over time but I was told I’d get the best of the best last year and got an amazing guy. He left last month. I hoped his replacement would be good. This week I went to a hotel I visit 25 times a year- and I always used to get upgrades but none since the GM left. Today my ambasador wrote me to tell me Hotel is full and no suites because he checked with them. I said ok. Then checked online and had my travel rep call — both showed suites available. So I mentioned this to my ambasador. Sent a screen shot. I was impressed he replied that he felt betrayed by the hotel and deposited 40k points. I hadn’t asked for anything. |
I love it
Westin Stonebriar in Dallas generally a nice spot. |
Got a new Ambassador a a week ago (didn't ask for one) - have made multiple requests on a few upcoming points stays...no replies.
Is it really that hard to reply in under a business day, for your (in theory) best / most loyal / highest revenue customers? |
Originally Posted by zemb
(Post 31119667)
I received a message from my Ambassador that she will switch departments and that I therefore will get a new ambassador assigned (BTW: this was the only proactive message from my ambassador ever....). That was 3(!) weeks ago and I heard nothing since then. Is this really the way to treat your most loyal customers? If you create a status like "ambassador" please fulfill the expectations or otherwise it will fire back....
PS: I was treated really good as ambassador guest with SPG like 4-5 years ago (incl. invites to premium lounges for soccer matches)...
Originally Posted by UA-NYC
(Post 31121853)
Got a new Ambassador a a week ago (didn't ask for one) - have made multiple requests on a few upcoming points stays...no replies.
Is it really that hard to reply in under a business day, for your (in theory) best / most loyal / highest revenue customers? Please let us know if you need further assistance. Best Regards, Abbey Liu Specialist, Social Media Marriott International [email protected] |
Originally Posted by UA-NYC
(Post 31121853)
Is it really that hard to reply in under a business day, for your (in theory) best / most loyal / highest revenue customers?
didnt you mention you got ambassador by mistake this year? if you arent suppose to have it, should you expect the benefits? :D |
I was pleasantly shocked and awed by my ambassador. She sent my wife and I an email on our anniversary over the weekend. Then today, a cheese board and two Moscow mule mugs showed up with a hand written note from her congratulating us on 12 years married. It’s those little things that make loyalty a true enjoyment. She remembered all of the little details from our very first discussion. Not too mention, she goes the extra mile and handles all the business related issues too! |
Originally Posted by JBauer
(Post 31121451)
So I’ve complained on this thread over time but I was told I’d get the best of the best last year and got an amazing guy. He left last month. I hoped his replacement would be good. This week I went to a hotel I visit 25 times a year- and I always used to get upgrades but none since the GM left. Today my ambasador wrote me to tell me Hotel is full and no suites because he checked with them. I said ok. Then checked online and had my travel rep call — both showed suites available. So I mentioned this to my ambasador. Sent a screen shot. I was impressed he replied that he felt betrayed by the hotel and deposited 40k points. I hadn’t asked for anything. Its either management being stingy or fdc who cant be bothered to upgrade elites. But either way, Marriott really need to increase their enforcement for these properties. Make a detailed survey that specifically ask about elite benefit received during a stay and sent them out for every elites stays. |
Hey, I didn't earn the Ambassador, but nevertheless one is assigned, so I'm not expecting service at a discount :D
In all seriousness - I now get better service from Hyatt's FB Messenger account (replies in under 10 minutes) than I do from an Ambassador...and for $20K less too... |
CONFIRMED: only qualified spending during eligible stays counts towards the Ambassador $20K spending threshold. Non-stay spending does not count. Sorry, folks! (Confirmed today by my Ambassador. I think her record of excellence and accuracy speaks for itself.) |
Originally Posted by bhrubin
(Post 31128861)
CONFIRMED: only qualified spending during eligible stays counts towards the Ambassador $20K spending threshold. Non-stay spending does not count. Sorry, folks! Thanks for the update. It is somewhat disappointing but not a major issue either, as it probably won't be the difference between $19.9k and $20.1k for that many people. It must be because of IT issues, otherwise if you had full flexibility to count or not count, you would think you want to encourage spending by counting it in the $20k. |
Emailed the Ambassador Service mailbox on Tuesday asking for help with a request for early check-in. No response. Emailed my ambassador yesterday, no response. They should just call it what it is - Ambarassing. I also find it interesting that some people have a relationship with their ambassador, to the point where they know preferences, anniversaries, etc. Mine has made no effort to contact me at all, other than the intro email when I qualified. Since her intro email in December, I’ve heard nothing. Not a single email, not a single response to my emails - and I’ve only reached out twice. Seeing all of the posts in this thread makes me question the value of this service, as well as the management of it. Is there quality control? Does anyone actually track guest requests, follow-ups, and ambassador actions? Or is it just at the whim of each ambassador? Marriott should really use some type of ticketing / CRM for this. It feels like there is no eye on quality and response time. |
Originally Posted by newbiztraveler
(Post 31132553)
Emailed the Ambassador Service mailbox on Tuesday asking for help with a request for early check-in. No response. Emailed my ambassador yesterday, no response. They should just call it what it is - Ambarassing. I also find it interesting that some people have a relationship with their ambassador, to the point where they know preferences, anniversaries, etc. Mine has made no effort to contact me at all, other than the intro email when I qualified. Since her intro email in December, I’ve heard nothing. Not a single email, not a single response to my emails - and I’ve only reached out twice. Seeing all of the posts in this thread makes me question the value of this service, as well as the management of it. Is there quality control? Does anyone actually track guest requests, follow-ups, and ambassador actions? Or is it just at the whim of each ambassador? Marriott should really use some type of ticketing / CRM for this. It feels like there is no eye on quality and response time. I just want responsiveness <24 hrs. Would seem easy. |
Fully agreed with newbiztraveler. The ambassador service is too variable
The ambassador of my girlfriend has reached out to her and enquired about special preferences and has often coordinated with hotels to fulfill them proactively. On the other hand it feels like my ambassador is a basic support line without any personal interaction and limited quality. Recently I had a request/question on SNAs and part of the response was "Kindly bear in mind that the upgrade to the selected suite will be subject to its availability upon your arrival", which to my knowledge is wrong as the SNAs are processed up to one day before and then confirmed. I didn't bother correcting her. |
| All times are GMT -6. The time now is 12:22 pm. |
This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2024 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.