Jan 13, 2021, 1:23 pm
Last edit by: hhoope01
Previous years discussions can be found in the Marriott Bonvoy Ambassador elite level experiences 2020 and earlier thread.
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 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
Marriott Bonvoy ‘Ambassador Elite’ Experiences Discussion Thread (2021 / 22 / 23 -)
Feb 20, 2024, 7:26 pm
#796
Join Date: Dec 2018
Programs: UA 1K, DL PM, AA Nobody, Marriott Ambassador Elite
Posts: 564
Normally I would never complain, but this is unexpected.
Due to work demands, I must often must check-out early from stays and and move on. I never book pre-paid reservations for this reason. I can't recall this ever being a problem before.
I am in Austin Tx currently staying at a Spinghill Suites, and asked to checkout next-day instead of my planned checkout date. They say that I cannot, that this is a 'pre-paid reservation', which it is not, and I will be fully charged for the entire stay. I think it just an inexperienced front desk person just not wanting to get in trouble with their manager.
Anyway, as Ambassador I tried calling the amb line. My normal ambassador is unavailable, so i reached through to another representative. I explained the situation, and only asked that she inquire on my behalf to check if this is some mistake. She completely refused. Saying that she could not 'change hotel policies'. I explained that this was just inexperience, and probably not policy, and could she just call the hotel and ask? Then she just hung up.
I was never rude or upset, I was just hoping for an honest effort to help in this situation.
Due to work demands, I must often must check-out early from stays and and move on. I never book pre-paid reservations for this reason. I can't recall this ever being a problem before.
I am in Austin Tx currently staying at a Spinghill Suites, and asked to checkout next-day instead of my planned checkout date. They say that I cannot, that this is a 'pre-paid reservation', which it is not, and I will be fully charged for the entire stay. I think it just an inexperienced front desk person just not wanting to get in trouble with their manager.
Anyway, as Ambassador I tried calling the amb line. My normal ambassador is unavailable, so i reached through to another representative. I explained the situation, and only asked that she inquire on my behalf to check if this is some mistake. She completely refused. Saying that she could not 'change hotel policies'. I explained that this was just inexperience, and probably not policy, and could she just call the hotel and ask? Then she just hung up.
I was never rude or upset, I was just hoping for an honest effort to help in this situation.
Feb 20, 2024, 9:04 pm
#797
Join Date: Sep 2010
Posts: 270
unfortunately believable.
Have had similar experience where a ORD/BOS flight cancelled at midnight due to massive storm (typical).
I asked AMB desk to push arrival on my 2nite stay by 1 night but they refused...
i think it was prepaid, but to be honest with my spend, act of god (weather), and that i was still spending 2 nights, i didn’t care.
i pushed...she called back 5mins later and claimed to have contacted the hotel and that they refused...then she started to read to me the rules of prepaid...literally.
meanwhile, United got me first class seats on 1st flight out the next morning, hotel/cab/food vouchers (i didnt take the vouchers but nice touch)
When i got to Boston, I talked to front desk manager and it took him about 1 second to say “oh fine, no problem...we’ll cancel last nights charge”
have posted before, i think AMB is frequently more about upselling than service
Have had similar experience where a ORD/BOS flight cancelled at midnight due to massive storm (typical).
I asked AMB desk to push arrival on my 2nite stay by 1 night but they refused...
i think it was prepaid, but to be honest with my spend, act of god (weather), and that i was still spending 2 nights, i didn’t care.
i pushed...she called back 5mins later and claimed to have contacted the hotel and that they refused...then she started to read to me the rules of prepaid...literally.
meanwhile, United got me first class seats on 1st flight out the next morning, hotel/cab/food vouchers (i didnt take the vouchers but nice touch)
When i got to Boston, I talked to front desk manager and it took him about 1 second to say “oh fine, no problem...we’ll cancel last nights charge”
have posted before, i think AMB is frequently more about upselling than service
Feb 20, 2024, 9:26 pm
#798
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, LEYE Gold
Posts: 6,675
unfortunately believable.
Have had similar experience where a ORD/BOS flight cancelled at midnight due to massive storm (typical).
I asked AMB desk to push arrival on my 2nite stay by 1 night but they refused...
i think it was prepaid, but to be honest with my spend, act of god (weather), and that i was still spending 2 nights, i didn’t care.
i pushed...she called back 5mins later and claimed to have contacted the hotel and that they refused...then she started to read to me the rules of prepaid...literally.
meanwhile, United got me first class seats on 1st flight out the next morning, hotel/cab/food vouchers (i didnt take the vouchers but nice touch)
When i got to Boston, I talked to front desk manager and it took him about 1 second to say “oh fine, no problem...we’ll cancel last nights charge”
have posted before, i think AMB is frequently more about upselling than service
Have had similar experience where a ORD/BOS flight cancelled at midnight due to massive storm (typical).
I asked AMB desk to push arrival on my 2nite stay by 1 night but they refused...
i think it was prepaid, but to be honest with my spend, act of god (weather), and that i was still spending 2 nights, i didn’t care.
i pushed...she called back 5mins later and claimed to have contacted the hotel and that they refused...then she started to read to me the rules of prepaid...literally.
meanwhile, United got me first class seats on 1st flight out the next morning, hotel/cab/food vouchers (i didnt take the vouchers but nice touch)
When i got to Boston, I talked to front desk manager and it took him about 1 second to say “oh fine, no problem...we’ll cancel last nights charge”
have posted before, i think AMB is frequently more about upselling than service
I keep looking at this thread and thanking my lucky stars that I have an awesome Ambassador who follows up on every Your24 request, which is the sole reason I find the program worth striving for. I would be totally over it if I had a nonresponsive Ambassador.
Feb 20, 2024, 9:33 pm
#799
Join Date: Sep 2010
Posts: 270
your24 is an interesting concept...although the 1st time i tried to use it i had pushback...so not worth my time to chase.
in my case yes...i tried hotel first but got onto permahold....needed to book a hotel for the night at ORD, change flights and i had a kid with me so i called AMB line and asked if they could help with the onward hotel. suboptimal, sure.
in my case yes...i tried hotel first but got onto permahold....needed to book a hotel for the night at ORD, change flights and i had a kid with me so i called AMB line and asked if they could help with the onward hotel. suboptimal, sure.
Feb 21, 2024, 2:02 am
#800
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,090
Normally I would never complain, but this is unexpected.
Due to work demands, I must often must check-out early from stays and and move on. I never book pre-paid reservations for this reason. I can't recall this ever being a problem before.
I am in Austin Tx currently staying at a Spinghill Suites, and asked to checkout next-day instead of my planned checkout date. They say that I cannot, that this is a 'pre-paid reservation', which it is not, and I will be fully charged for the entire stay. I think it just an inexperienced front desk person just not wanting to get in trouble with their manager.
Anyway, as Ambassador I tried calling the amb line. My normal ambassador is unavailable, so i reached through to another representative. I explained the situation, and only asked that she inquire on my behalf to check if this is some mistake. She completely refused. Saying that she could not 'change hotel policies'. I explained that this was just inexperience, and probably not policy, and could she just call the hotel and ask? Then she just hung up.
I was never rude or upset, I was just hoping for an honest effort to help in this situation.
Due to work demands, I must often must check-out early from stays and and move on. I never book pre-paid reservations for this reason. I can't recall this ever being a problem before.
I am in Austin Tx currently staying at a Spinghill Suites, and asked to checkout next-day instead of my planned checkout date. They say that I cannot, that this is a 'pre-paid reservation', which it is not, and I will be fully charged for the entire stay. I think it just an inexperienced front desk person just not wanting to get in trouble with their manager.
Anyway, as Ambassador I tried calling the amb line. My normal ambassador is unavailable, so i reached through to another representative. I explained the situation, and only asked that she inquire on my behalf to check if this is some mistake. She completely refused. Saying that she could not 'change hotel policies'. I explained that this was just inexperience, and probably not policy, and could she just call the hotel and ask? Then she just hung up.
I was never rude or upset, I was just hoping for an honest effort to help in this situation.
Dear vanabb,
Sorry to learn about this.
Could you send a PM to us with your information so we can help to follow up?
Please feel free to contact us if we can be of any assistance.
Best Regards,
Abbey L
Specialist, Social Media Care
Marriott International
Feb 21, 2024, 5:34 am
#801
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,346
unfortunately believable.
Have had similar experience where a ORD/BOS flight cancelled at midnight due to massive storm (typical).
I asked AMB desk to push arrival on my 2nite stay by 1 night but they refused...
i think it was prepaid, but to be honest with my spend, act of god (weather), and that i was still spending 2 nights, i didn’t care.
i pushed...she called back 5mins later and claimed to have contacted the hotel and that they refused...then she started to read to me the rules of prepaid...literally.
meanwhile, United got me first class seats on 1st flight out the next morning, hotel/cab/food vouchers (i didnt take the vouchers but nice touch)
When i got to Boston, I talked to front desk manager and it took him about 1 second to say “oh fine, no problem...we’ll cancel last nights charge”
have posted before, i think AMB is frequently more about upselling than service
Have had similar experience where a ORD/BOS flight cancelled at midnight due to massive storm (typical).
I asked AMB desk to push arrival on my 2nite stay by 1 night but they refused...
i think it was prepaid, but to be honest with my spend, act of god (weather), and that i was still spending 2 nights, i didn’t care.
i pushed...she called back 5mins later and claimed to have contacted the hotel and that they refused...then she started to read to me the rules of prepaid...literally.
meanwhile, United got me first class seats on 1st flight out the next morning, hotel/cab/food vouchers (i didnt take the vouchers but nice touch)
When i got to Boston, I talked to front desk manager and it took him about 1 second to say “oh fine, no problem...we’ll cancel last nights charge”
have posted before, i think AMB is frequently more about upselling than service
-RM
Feb 21, 2024, 8:36 am
#802
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Most of the time got rejected straight away.
And for the approved few, most of the time hotels own associates don't even recognise the benefit.
Feb 21, 2024, 2:31 pm
#803
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, LEYE Gold
Posts: 6,675
YMMV, but this is the only thing I really ask my Ambassador for consistent help with, I value it highly (I do not like to risk that the room won't be ready yet, especially when I have my family with me), and it works. She has also helped arrange shipment of stuff (lost iPad, have clothes sent from one property to another and dry cleaned in advance, etc.), but only on rare occasion.
Feb 21, 2024, 8:27 pm
#804
Join Date: Apr 2017
Programs: Bonvoy ambassador - lifetime plat / Hilton diamond / hyatt globalist / AA CK baby!
Posts: 896
I'm a lifetime titanium and current ambassador member, and I stayed at this property back about a month after opening.
I always book towards the higher end of standard rooms to increase my odds of a suite upgrade. And worst case I'm confirmed in their nicest or close-to-nicest standard room.
For my Ritz NoMad stay, I booked a Manhattan room. Upon check-in, they offered buy-ups to suites, but rejected my request for a complimentary upgrade. They didn't explain themselves, other than "we don't give away suites here."
After checking the Bonvoy terms, it says "Enhanced Room Upgrades are subject to availability and are identified by each Participating Property." My ambassador and I interpreted this as "we'll do what we want and you can suck it up." My ambassador and I agreed that it was unfriendly policy, and she mentioned this is becoming more common amongst newer properties.
Does anyone have an upcoming stay at the Ritz NoMad? If so, what do your nightly upgrade award options look like? Are they "giving away suites" now or are they holding their ground?
As a side note, I've stayed at other NYC area properties and had wild success with complimentary suite upgrades. The most notable and generous property is the New York Edition (not the Times Square one). I received a comp upgrade to the Penthouse suite back in 2019 for a 4 night stay and an upgrade to a loft suite every other stay. I wouldn't go there expecting the penthouse, but they certainly care more about Ambassadors than the Ritz NoMad does.
I always book towards the higher end of standard rooms to increase my odds of a suite upgrade. And worst case I'm confirmed in their nicest or close-to-nicest standard room.
For my Ritz NoMad stay, I booked a Manhattan room. Upon check-in, they offered buy-ups to suites, but rejected my request for a complimentary upgrade. They didn't explain themselves, other than "we don't give away suites here."
After checking the Bonvoy terms, it says "Enhanced Room Upgrades are subject to availability and are identified by each Participating Property." My ambassador and I interpreted this as "we'll do what we want and you can suck it up." My ambassador and I agreed that it was unfriendly policy, and she mentioned this is becoming more common amongst newer properties.
Does anyone have an upcoming stay at the Ritz NoMad? If so, what do your nightly upgrade award options look like? Are they "giving away suites" now or are they holding their ground?
As a side note, I've stayed at other NYC area properties and had wild success with complimentary suite upgrades. The most notable and generous property is the New York Edition (not the Times Square one). I received a comp upgrade to the Penthouse suite back in 2019 for a 4 night stay and an upgrade to a loft suite every other stay. I wouldn't go there expecting the penthouse, but they certainly care more about Ambassadors than the Ritz NoMad does.
generally speaking, my booking strategy is the same as yours.
generally speaking, I have found that it takes a personal relationship with a ritz carlton to get much in the way of upgrades from them. as an example, at the property I most frequent at, I was assigned a specific point of contact with guest services, who gave me her cell number to reach out to her if I had any special needs when she isnt in the office, and she gave me specific instructions to only book the cheapest room, then call or txt her the confirmation for immediate upgrade to the best room they have available, including suites, regardless of how far in the future the stay is. keep in mind it took a good few stays in suites at the normal price before I got this attention.
Feb 26, 2024, 8:16 am
#805
Join Date: Apr 2016
Location: Europe
Programs: ex-SPG Platinum, Marriott LG, *G United
Posts: 245
Closure: My ambassador followed up with the hotel, and the extra days were refunded. The lesson here I guess is do not waste your time with the ambassador line, they will just blow you off.
Mar 27, 2024, 2:22 pm
#807
Join Date: Oct 2018
Programs: United 1k, HH Diamond, Bonvoy Ambassador and LT-Gold
Posts: 1,664
ambassador experience - let's see how this plays out
Asked for help from my AMB to make a reservation using a combination of points and a free night certificate.....
I was originally quote one rate (points for the entire stay) and then when the reservation was booked - the "charge" in points was substantially different - like off but 60,000 points for a 3 night stay (using the FNC for the 4th night)
-m
I was originally quote one rate (points for the entire stay) and then when the reservation was booked - the "charge" in points was substantially different - like off but 60,000 points for a 3 night stay (using the FNC for the 4th night)
-m
Mar 27, 2024, 2:34 pm
#808
Join Date: Oct 2018
Programs: United 1k, HH Diamond, Bonvoy Ambassador and LT-Gold
Posts: 1,664
well, this is not evolving in a good direction.... I emailed my Ambassador back questioning this and got an instant out of office reply.... her email says that she is available until 430 central time.... but, it is now only 330 central time
sounds like I am getting BONVOYed
... and yes - the room that was reserved was the lowest tier at this property and when I asked about upgrading - got the usual (and I wonder if they can even say this with a straight face anymore) - "you can ask when you check in"
-m
sounds like I am getting BONVOYed
... and yes - the room that was reserved was the lowest tier at this property and when I asked about upgrading - got the usual (and I wonder if they can even say this with a straight face anymore) - "you can ask when you check in"
-m
Mar 27, 2024, 11:02 pm
#809
Join Date: May 2021
Posts: 2,155
In fact I suspect you could open up the current reservation now, click the amend button and then adjust how the payments are made with points, certs or cash. That may or may not offer some opportunity for a saving, particularly with points prices changing all the time now.
Mar 28, 2024, 2:19 pm
#810
Join Date: Oct 2018
Programs: United 1k, HH Diamond, Bonvoy Ambassador and LT-Gold
Posts: 1,664
King - you are right and I typically manage all of my own travel plans...but for some reason I just didnt have the time/energy to sort out the combinations of free cert vs points vs $$ and potential room choices - and part of my ask, if using points/FNC why the only room options appeared to be the equivalent of a broom closet. Also part of my question (per a different thread) was since I was looking for only 4 nights - and not needing the "free 5th night", if that could be an opportunity for something else in exchange.
After I voiced my concerns in a response - there was some reasonable service recovery to "own" the error which I accepted in good faith and my Amb seemed to be somewhat sorry. But, I also find it a little "odd" that their work hours are nowhere near what works for me - being 5 time zones apart.... yes, I can reach out with the "emergency line".. but if nothing else from this (these?) experience(s) is to have everything in writing.....
yes - you can all laugh at me... I deserve it
-m
After I voiced my concerns in a response - there was some reasonable service recovery to "own" the error which I accepted in good faith and my Amb seemed to be somewhat sorry. But, I also find it a little "odd" that their work hours are nowhere near what works for me - being 5 time zones apart.... yes, I can reach out with the "emergency line".. but if nothing else from this (these?) experience(s) is to have everything in writing.....
yes - you can all laugh at me... I deserve it
-m