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)
Oct 7, 2018, 4:27 am
#931
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
I'm definitely in that camp. My ambassador quickly went from great to thoroughly useless over the past 2 months. No idea what happened, but I'm not getting any replies from him except for very occasional ones, and it takes forever to get replies to even the generic ambassador team email. I've had multiple issues not resolved by the time of check-in, only getting a reply from the team after I'd already handled it myself at the property.
Oct 7, 2018, 5:32 am
#932
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 think this is fair. My Ambassador is the same excellent guy, but I’m sure he has a lot less time to support me and a lot of properties are just ignoring him. After 3 weeks he’s not even been able to get a response from Al Maha on a Your24, for example.
If a top category SPG Luxury Collection Hotel isn’t answering basic Ambassador requests, then you know you’ve got a problem. From trying the same at the Hotel Arts and the RC Berlin, it looks like this is a common theme. At this stage i’m trying to avoid any but essential requests and making sure I don’t assume I will get any status benefits so that I’m never left without a plan B.
If only Virtuoso agents were allowed to trigger a Your24 or SNA this would be a lot easier.
If a top category SPG Luxury Collection Hotel isn’t answering basic Ambassador requests, then you know you’ve got a problem. From trying the same at the Hotel Arts and the RC Berlin, it looks like this is a common theme. At this stage i’m trying to avoid any but essential requests and making sure I don’t assume I will get any status benefits so that I’m never left without a plan B.
If only Virtuoso agents were allowed to trigger a Your24 or SNA this would be a lot easier.
Oct 7, 2018, 6:06 am
#933
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
If this is what "we" are dealing with, I can't even imagine how bad it is for the average consumer...
Oct 7, 2018, 6:19 am
#934
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Thank goodness it isn't just my imagination. But there's really something off with the Ambassador Program post merge. Zero special recognition from hotels. Emails unanswered. Issues like my 2 SNAs not returned to my account. Etc etc.
I still have 110% faith in my ambassador. But it's MR and what they want the program to be like that i am questioning
I still have 110% faith in my ambassador. But it's MR and what they want the program to be like that i am questioning
Oct 7, 2018, 6:23 am
#935
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
Just curious, those that are not getting any response from their emails, have you tried setting acknowledgements on your messages (if you client allows it)? I have a lot more leniency for those that have not received my message than those that have ignored it. Some clients to allow the recipient to prevent the ack but worth a shot. Also, has anyone seen anything that might represent an SLA (service level agreement) that ambassadors are expected to deliver? Are we expecting more than they are willing to deliver let alone able to deliver. We know the general support team is not delivering what has been promised, maybe the ambassadors are just aligning themselves.
Oct 7, 2018, 9:16 am
#936
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
I have only had an Ambassador since June, so admittedly little experience but aside from a 7 day period 8/18 to 8/25 when my Ambassador was MIA, I have not experienced any service lapses. In fact, I think my Ambassador has been even more helpful post merger.
She has been awesome in helping me receive refunds on several points bookings and I always receive prompt replies to my email inquiries. I’m actually mad at myself for not pursuing Ambassador status several years ago (I had 3 years in a row when I was in striking distance)
She has been awesome in helping me receive refunds on several points bookings and I always receive prompt replies to my email inquiries. I’m actually mad at myself for not pursuing Ambassador status several years ago (I had 3 years in a row when I was in striking distance)
Last edited by damon88; Oct 8, 2018 at 9:25 am
Oct 7, 2018, 10:26 am
#937
Join Date: Jun 2004
Programs: Marriott/Starwood Lifetime Titanium, Hilton HHonors Diamond, IHG Spire, United Premier Silver
Posts: 707
Oct 7, 2018, 8:51 pm
#938
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264
Deleted: no longer relevant
Last edited by Kobetraveller; Oct 8, 2018 at 3:39 pm
Oct 7, 2018, 9:15 pm
#939
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
Oct 7, 2018, 9:24 pm
#940
Join Date: Dec 2016
Location: Southeast Asia
Posts: 264
Deleted: no longer relevant
Last edited by Kobetraveller; Oct 9, 2018 at 12:24 pm
Oct 7, 2018, 9:27 pm
#941
Join Date: Jan 2016
Location: Ex-MSP
Programs: UA: Plat, Marriott: Annual Ambassador, Lifetime Grandfather
Posts: 293
Oct 8, 2018, 8:47 am
#942
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
That being said, the preferences were very logical and should be easy for the hotel to handle in a few minutes. I suspect they are the type of thing that some of us ask for on arrival and then wait for it to be taken care of.
But ... for example, lets assume one of us told our ambassador that we are concerned about plastic waste and don't want toiletry bottles in the room. Are there ambassadors making those requests for all stays? And .... would making such a request make an upgrade more or less likely?
Oct 8, 2018, 9:08 am
#943
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Like I do on Twitter, I find it important to be balanced in sharing my positive experiences as much as my negative experiences. While I don’t have many negative experiences with my Ambassador or the general Ambassador team, I’ve had a few over the years which I’ve shared here as well as to my Ambassador. And I’ve had many negative experiences at hotels, even those I love, which I’ve shared both here on FlyerTalk (and TripAdvisor and Marriott.com and SPG.com before that) and to my Ambassador.
I think that my (reasonable) complaints actually help my Ambassador and the hotels make me and other guests happier.
That being said, the preferences were very logical and should be easy for the hotel to handle in a few minutes. I suspect they are the type of thing that some of us ask for on arrival and then wait for it to be taken care of.
But ... for example, lets assume one of us told our ambassador that we are concerned about plastic waste and don't want toiletry bottles in the room. Are there ambassadors making those requests for all stays? And .... would making such a request make an upgrade more or less likely?
We still get what we pay for. I remind everyone that an Ambassador cannot and should not turn a midscale hotel into an upscale hotel, and certainly not into a luxury hotel. Requests like the one you mention is ridiculously personal and not appropriate for most hotel brands. A request to not have toiletry products in the room expects a level of personalization from hotel housekeeping and hotel management that I don’t think is generally appropriate for anything below a 5 star luxury hotel. There’s a difference between asking for toiletries to be removed from my room at a Marriott and a St. Regis. My Ambassador isn’t the issue; the hotel brand and hotel individual service level is the real issue IMO.
I ask my Ambassador and all hotels to preset my air con to 67 F before my arrival. My Ambassador knows this and often reminds hotels of that. But my SPG profile also clearly indicated that, and I often re-include that in the special request section of every hotel booking I make. For some hotels, I actually get that guaranteed in writing before I even book—as I did again for my just completed stays at the StR Florence, La Bandita Townhouse Pienza, and Atlantis by Giardino Zurich, reviews forthcoming.
Of course, if I get a suite upgrade on arrival at the last minute, I obviously do not expect the suite to be already pre-cooled to 67 F!
Last edited by bhrubin; Oct 8, 2018 at 9:17 am
Oct 8, 2018, 9:26 am
#944
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
I think this request borders on that of a celebrity diva, actuallly. This to me generally is less about what an Ambassador can or cannot do for a guest and more about what is reasonable or unreasonable to ask from a hotel. For luxury brand hotels, known for offering more personal service that we obviously pay more to receive, more unusual requests like this may be more reasonable, perhaps. For most brand sectors, however, I think this request would be unreasonable and that such guests instead should be staying at nicer/more personalized service level brands.
We still get what we pay for. I remind everyone that an Ambassador cannot and should not turn a midscale hotel into an upscale hotel, and certainly not into a luxury hotel. Requests like the one you mention is ridiculously personal and not appropriate for most hotel brands. A request to not have toiletry products in the room expects a level of personalization from hotel housekeeping and hotel management that I don’t think is generally appropriate for anything below a 5 star luxury hotel. There’s a difference between asking for toiletries to be removed from my room at a Marriott and a St. Regis. My Ambassador isn’t the issue; the hotel brand and hotel individual service level is the real issue IMO.
We still get what we pay for. I remind everyone that an Ambassador cannot and should not turn a midscale hotel into an upscale hotel, and certainly not into a luxury hotel. Requests like the one you mention is ridiculously personal and not appropriate for most hotel brands. A request to not have toiletry products in the room expects a level of personalization from hotel housekeeping and hotel management that I don’t think is generally appropriate for anything below a 5 star luxury hotel. There’s a difference between asking for toiletries to be removed from my room at a Marriott and a St. Regis. My Ambassador isn’t the issue; the hotel brand and hotel individual service level is the real issue IMO.
But ... a request to not have toiletry products is no different than a request to not have feather pillows in a room ... it takes 15 minutes of housekeeping time. The poster above didn't reference toiletry products but it seems to me his/her request would also involve 15 minutes of housekeeping time. The whole purpose of the ambassador program is to "personalize" your stay according to the original SPG description. If 15 minutes of personalization is unreasonable to expect, then the program doesn't seem to offer much of anything. Removing feather pillows or toiletries from an Element won't turn it into a St. Regis but its not much of a burden.
When you stay at a Westin, do you still expect your room to be pre-set and cooled to 67 degrees when you arrive?
And ... do you think that by having your ambassador contact the hotel in advance for your temperature requests, it impacts the chances of an upgrade for better or worse?
Oct 8, 2018, 9:45 am
#945
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
I suppose that's one we disagree on. I haven't made this request but there is certainly a focus on the great Pacific Garbage Patch. I happen to know the plastic toiletry bottles were a major subject of discussion at SPG before the merger so I would have thought that was an idea you liked!
But ... a request to not have toiletry products is no different than a request to not have feather pillows in a room ... it takes 15 minutes of housekeeping time. The poster above didn't reference toiletry products but it seems to me his/her request would also involve 15 minutes of housekeeping time. The whole purpose of the ambassador program is to "personalize" your stay according to the original SPG description. If 15 minutes of personalization is unreasonable to expect, then the program doesn't seem to offer much of anything. Removing feather pillows or toiletries from an Element won't turn it into a St. Regis but its not much of a burden.
When you stay at a Westin, do you still expect your room to be pre-set and cooled to 67 degrees when you arrive?
I expect it for a FP or CY, too..but I never am shocked when it doesn't happen.
FWIW, most of my hotels pre-cool to 67 F from the FP Midtown NYC or FP Chelsea NYC to the Le Meridien Arlington or StR Florence or SLS Beverly Hills. But the La Bandita Townhouse and Atlantis by Giardino Zurich most recently did not--but they both are Design Hotels, so I cut them a little slack. LBT did quickly cool to 17 C! Atlantis didn't assign a proper room originally, and the new room didn't cool to below 21 C, so I complained all the way to the GM--since I'd asked and been guaranteed 18 C in writing in advance. They eventually installed a portable air con unit which cooled to 17 C.
And ... do you think that by having your ambassador contact the hotel in advance for your temperature requests, it impacts the chances of an upgrade for better or worse?