goodeats21

You just can't make this up.

Never received a phone call as I requested. So now checking my email this morning - Marriott's incompetent Ambassador service replied to my email asking them to call me....to ask if I still wanted them to call me.

This gets worse with every interaction. They really just don't care.

mfirst

I spent 70 nights in a single CY so far this year - when I emailed the properly manager about a few questions regarding my upcoming reservations for another 24 nights this month alone (have not made plans past this month yet), after about 3 days of no response, she said she would get back to me - when she finally did, she said that she would need to look into my questions (very simple things) and get back - that 2 weeks weeks ago and no response.....

I moved my reservations to a Hilton.....

-m

Wozza2404

It was people reporting interactions like this that convinced me not to bother pushing spend to Marriott to go from Titanium to AMB. It just doesn't seem to be a service that's worth much at all. Most of this thread has Ambassador's saying similar things. Crazy really.

Hyatt's Globalist concierge service isn't perfect -from my limited use of it so far- but they're friendly, respond immediately and do seem to have some sway at the properties when it comes to organising upgrades, etc.

Kacee

Well what do you expect for only $14,000

WasKnown

Perhaps a silly question but does level of spend past the $14K threshold influence quality? I realize Ambassador is not a huge step up from Titanium but I might as well get the most out of what I’m given.

I have a huge upcoming stay that will put a bunch of EQNs and spend into my account and my family member’s account. I would like to hit Ambassador status on my account first and, once I hit the 14k threshold, put the rest of the stay on his account for lifetime EQNs (and his Ambassador status later). I don’t care about the lifetime EQNs at this point whereas he has 10 years as Platinum but only 200 total lifetime EQNs. However, under this situation, he would have much more spend on his account. Would this impact our experiences?

anteater

No

uanj

So email them back that yes, you want them to call. Then you will get an email that they received your request and it is being reviewed and they will get back to you within 3 business days.

I really believe that the only metric used by Marriott CS is speed of reply, not accuracy or helpfulness.

DELee

If you want to address these service failures, may want to send a quick DM to one of the Lurkers. Would be interesting to see if their inputs into the system help to make a difference for whom ostensibly are Marriott's best customers.

David

anteater

The lurker would reply that Marriott prefers not using phones for contact and to fax the property. 😜

DELee

😜

David

vishalgupta22

Pigeons are even better.
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margarita girl

Now, now, it’s not the Lurkers’ fault that Marriott has really bad IT and worse mgmt.

I’m sure they are as frustrated as we are. William was the lucky one. He left!

goodeats21

Pretty accurate.

I received a survey asking about my experience with how my email was handled. I filled it out and have already been contacted by a "manager" in the ambassador program. She had obviously reviewed CRM, and had some details around the service failure(s) already sussed out. We spoke for about 10 minutes.

She offered some points as a way to apologize for everything, which I appreciate, but even better had identified the agents that failed to provide acceptable service and accurate information and promised they would be trained up.

So, until the next round of Ambassador call center roulette, Peace Out.

anteater

They also ignore direct, public questions when it’s clear Marriott is in violation. 🤞🏻

margarita girl

Agree, but things are very different from when they were Starwood Lurkers.