Melodsal

Has anyone noticed that emails to their ambassador are now sometimes getting answers by the general ambassador team instead?

My ambassador is amazing and I would honestly much rather wait for her to read and answer my emails and to help than for the generic ambassadors I’ve been getting from the general email - some have been really good, but I’ve gotten a string of ambassadors who have made pretty obvious mistakes with my reservations (wrong dates, wrong cities) and been more trouble than they’re worth.

deac83

I've seen them start to respond to emails when when my Ambassador is out, whereas for the last 6-9 months it was crickets.

Segments

My Ambassador is replying more quickly than she had in the past. I now only get responses from the general team when I email outside of her office hours, especially if it is over the weekend and appears to be a time sensitive request.

Keyser

over the last 5-6 months my ambassador's response times had become very good....she would get back to me the same day or the following day....but its become extremely slow for about a month now....i'm waiting 4-5 days for responses to simple requests....

goodeats21

Last week I called to make changes to an existing reservation, and ended up with the general line. They messed it up.
Called back, got the general line again. They fixed the last mistake, but messed something else up.

Finally just sent my Ambassador (a good one) an email and said they keep messing this up. Call me when you can. All fixed.

Wonder if the "general ambassador" team have their own pool of ambassadors, or if they are just providing general coverage?

longtimereader firstimeposter

My understanding is they are "general ambassadors" who cannot provide the same level of support are your own Ambassador. I've dealt with them when calling in and they are less then helpful. They wouldn't even call a hotel on my behalf.

kaizen7

From time to time, when my ambassador was on leave I do receive email from another ambassador (named email address instead of general ambassador service email)

I found that their response is on par with my personal ambassador.

Melodsal

Thanks for that tip. If my ambassador has not been replying and I keep getting replies from the general ambassadors does that mean she’s on leave and I should wait and try again next week (when hopefully she’ll be back)?

Thanks!

EuropeanPete

I know my Ambassador is good at his job, but now almost every part of my Marriott experience seems to be broken and there is no willingness to either attempt to rectify any of it or provide any service recovery. When issues are escalated above my Ambassador, he never hears back. I finally pushed for a chat with a senior Ambassador member who made it very clear she wasn't interested in either addressing my issues or offering anything in the way of a sorry. I'm really not convinced there is even basic customer service training in Marriott corporate at the moment.

Just too much stress and hassle - Despite Marriott having the best hotels and on paper the best programme they are just not suitable for someone travelling on business who expects their chain to act reliably and with integrity. Decision made - no requalification for 2020.

UA-NYC

Noticed there's a separate info field now on the Ambassador service in the Overview section. Here's the relevant Your24 info - I find this incredibly misleading, as it makes it seems like it's fully in your hands, when in reality, it's all up to the property, and both personally and what I have seen posted here is that it's declined at least 50% of the time.

Have the flexibility to choose the 24 hours of your stay. So when your flight arrives really early or extra late, you can check in at 8 a.m. and check out at 8 a.m. — or stay from midnight to midnight. It’s up to you.

supatight80

And not only that, even if it gets "approved" not a single one of the properties post merge that "approved" Your24 claimed they ever did!

First you have to call or email an Ambassador for the your24 rrquest. Second IF it is approved, the email from the ambassador is a hit or miss. Sometimes you get them, sometimes you dont. Third even with email confirmation, not one property post merge said they have that on their system. So i have to forward the email to them as evidence it was approved. No email as evidence? Youre SOL

Why cant they just make it like in SPG days where everything is done online with an auto reply email stating you sent a request and an auto reply email that it was approved. Just 1 step instead of several steps. And if they were approved, it was in the hotel's system. No need to fight for it like nowadays.

Being an ambassador guest for half a decade, yes the Ambassador Program is definitely broken. It used to be 90% of interactions were on how to make the stay memorable as everything worked almost perfectly, now the interactions are like:

60% - Can you please post my missing stays?
15% - Your24 requests and follow ups if they were approved
15% - incorrect points posted
10% - Making stay memorable like upgrades etc.

margarita girl

Isn’t it obvious that their IT can’t handle it?

See classic post (#1693) from Zorak here on how Marriott makes up rules to deal with their crappy IT.

https://www.flyertalk.com/forum/marr...hread-113.html

UA-NYC

Increasing opacity and making transactions harder for your best and most loyal customers is rarely a good thing, but Marriott sure is giving it the ol’ college try

Ryno1234

I have noticed this quite a bit this year. I email my ambassador during her business hours, but i would say 90% of the time i get a "hi, i am helping with your ambassador and......." its a named email and a named ambassador, but its not mine. Kind of frustrating since i really enjoy mine and she gets things done. No clue is she is on leave

deac83

Well, after a great 3+ years with my Ambassador, they are retiring. I dread to find out who this new Ambassador is and their approach. My Ambassador was wonderful, but prior to that I had to 'fire' 4 of them as they did less than nothing.