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)
Sep 25, 2018, 7:52 am
#856
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
Your Ambassador really should be replying to you each time confirming that they’ve made the request if they’re any good.
I’d suggest explicitly explaining your expectations a couple of times and if that doesn’t work seek a change of Ambassador (if/ when stuff settles down)
I understand that silence is irritating (especially now when Marriott is so frequently unreliable), but I can also imagine that Ambassador Comms to internal email addresses are not always fit for public consumption.
I’d suggest explicitly explaining your expectations a couple of times and if that doesn’t work seek a change of Ambassador (if/ when stuff settles down)
I understand that silence is irritating (especially now when Marriott is so frequently unreliable), but I can also imagine that Ambassador Comms to internal email addresses are not always fit for public consumption.
Sep 25, 2018, 8:01 am
#857
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
Either way, I intend to ask the hotel very explicitly when I arrive to please tell me IF and WHEN my Ambassador did (or did not) send the Your24 request to the property. They seem to have lots of vacant rooms, including my room type, available for the date in question, so I would have expected that my odds of a yes would be pretty high for this one, but of course this depends on the hotel actually having received the request.
Sep 25, 2018, 9:03 am
#858
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
Either way, I intend to ask the hotel very explicitly when I arrive to please tell me IF and WHEN my Ambassador did (or did not) send the Your24 request to the property. They seem to have lots of vacant rooms, including my room type, available for the date in question, so I would have expected that my odds of a yes would be pretty high for this one, but of course this depends on the hotel actually having received the request.
Sep 25, 2018, 9:22 am
#859
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
Quick question - my ambassador used to always leave away messages whenever she was out of office (even if just gone for the night). Have sent two emails (to both her old Starwood and new Marriott address) and not received an out of office message (nor a response from her - although it's only been two days). Is this normal (no out of office message) or is it possible my ambassador is no more?
Sep 25, 2018, 9:40 am
#860
Join Date: Jun 2004
Programs: Marriott/Starwood Lifetime Titanium, Hilton HHonors Diamond, IHG Spire, United Premier Silver
Posts: 707
Anecdotally I believe there to be serious problems with the implementation of Your24. My Ambassador has been pushing Al Maha for a response for nearly 2 weeks now, and the RC in Barcelona are just ignoring him. Because the whole process is now offline rather than by a system my strong suspicion is that more often than not it simply won’t be addressed by the hotel.
No way to hold your Ambassador accountable on these things. I’m very lucky in that mine is utterly reliable, though right now he’s basically not a lot of use as everyone seems to be ignoring him.
No way to hold your Ambassador accountable on these things. I’m very lucky in that mine is utterly reliable, though right now he’s basically not a lot of use as everyone seems to be ignoring him.
Sep 25, 2018, 9:44 am
#861
Join Date: Jun 2004
Programs: Marriott/Starwood Lifetime Titanium, Hilton HHonors Diamond, IHG Spire, United Premier Silver
Posts: 707
Quick question - my ambassador used to always leave away messages whenever she was out of office (even if just gone for the night). Have sent two emails (to both her old Starwood and new Marriott address) and not received an out of office message (nor a response from her - although it's only been two days). Is this normal (no out of office message) or is it possible my ambassador is no more?
Sep 25, 2018, 9:44 am
#862
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
Your24 is the most useless benefit. I'm surprised they even have it. All it does it lead to missed expectations. This is one area where I would rather they just say "top priority for early check-in" rather than create a false guarantee that is never approved.
Sep 25, 2018, 9:45 am
#863
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Let me guess, a legacy MR property? Did you go through your Ambassador? Not surprised a FDC not being informed. Curious what they would have done if it was approved and you showed up at 11am? The only issue with their advice, although technically correct for members without the Your24 benefit, I would expect the property to process you as a no show before your arrival and possibly cancel the rest of your rez.
Sep 25, 2018, 9:46 am
#864
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
It may be possible she is no more, but I think also likely that she is swamped. I finally received a call from my Ambassador on Friday and she told me that they are so backlogged that sometimes, it might take a week or more to respond to things. She expressed frustration of that being the case and said that as a Starrwood Ambassador, she was accustomed to addressing needs right away, but that at this moment in time, it just is taking longer, especially with the Starwood folks trying to ramp up their knowledge of Marriott processes. It would probably be helpful if she had an auto-response explaining that for now, a response will take longer.
Sep 25, 2018, 10:02 am
#865
Join Date: Jun 2004
Programs: Marriott/Starwood Lifetime Titanium, Hilton HHonors Diamond, IHG Spire, United Premier Silver
Posts: 707
Let me guess, a legacy MR property? Did you go through your Ambassador? Not surprised a FDC not being informed. Curious what they would have done if it was approved and you showed up at 11am? The only issue with their advice, although technically correct for members without the Your24 benefit, I would expect the property to process you as a no show before your arrival and possibly cancel the rest of your rez.
Sep 25, 2018, 10:22 am
#866
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,682
its actually a great benefit....i've lost count of the number of times i've been able to keep the room till late in the evening because i checked in late in the evening the previous day....my most recent your24 request let me keep the room till 11pm at night as my flight was at 2am....if it was not for your24 then i would have either had to vacate the room at 4pm of pay for an extra night....
Last edited by Keyser; Sep 25, 2018 at 10:36 am
Sep 25, 2018, 10:25 am
#867
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,682
Indeed; a legacy MR property, albeit quite new. I did not go through my Ambassador because I did not have one at that time. I mentioned Your24 to the front desk manager a few times, stating that I did not yet have an Ambassador assigned but wished to use it. She just simply did not know what it was and so did not agree to guarantee anything before standard check-in time, and I dropped it. Maybe part of the lack of knowledge is due to the hotel still being new-ish still perhaps. In any case, I booked for starting the day before as she suggested, then later thought that was ridiculous, so I changed the booking to the day I actually wished to check in, and I DID show up at 11 AM! Not a word was said about being there too early to check in. They made a big deal about my being LPP (as if I had just achieved the status, but I was grandfathered in) and the manager came out to greet me personally. Still no mention of Your24, but judging from their recognition of LPP, I think they were just trying to make it a good stay for us, and indeed, we did appreciate it.
Sep 25, 2018, 10:26 am
#868
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I completely disagree. I’ve used Your24 at legacy SPG hotels for many years and have been thrilled to have that perk available to me. While it hasn’t always been approved, I’d still say I had a success rate over 60% or so over the years. I’d much rather have the benefit that isn’t always available than never have the benefit at all.
Sep 25, 2018, 10:32 am
#869
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Your24 is (was) awesome.
Sep 25, 2018, 10:44 am
#870
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
Now that it's an email, why doesn't the Ambassador send me a copy of the request message that's sent to the hotel? That would at least reassure me that my Your24 was actually requested. At this point, I have no clue whether the Ambassador actually did anything or not and it's frustrating to just get crickets.