Q: Should Marriott get rid of its Ambassador service?
May 21, 2022, 6:27 pm
#16
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
Serious question, what do you guys call so much about?
I am a mere Titanium member who made the switch from Hilton 3 or 4 years ago, or whenever that Hilton Aspire card gave diamond for just the AF.
I have 400+ nights at Bonvoy properties since then and have literally never called Marriott corporate at any point. At most maybe ~10 times I have reached out to properties via the chat feature once online check in opens to let them know I will be arriving after midnight, that my stay was for a special occasion, etc. Everything has always been met to my satisfaction at the local property level.
Not to mention hundreds of other nights at various places. I have been a top tier with IHG for several years now with the extensions, because of a project I did where they were the only hotel choice. Again, I have never called corporate IHG either.
This year based on a work assignment that is coming this summer where rates are 400USD+ a night I might actually get the spend for Ambassador, and with the promo last quarter will certainly get the nights.
Even if I make it I just don't understand what would cause my behavior to change and suddenly need to be on the phone with Marriott corporate seemingly weekly.
Just wrapping up an around the world trip where I've travelled through Western Europe, Eastern Europe, and Korea. I've been upgraded at each hotel, there have been bottles of wine, and notes from the GM waiting in the rooms, etc. Obviously, it is not like that when I stay in the US and I don't expect it to be honestly.
I just can't imagine my behavior or needs suddenly changing so much if I cross over the magic line into Ambassador. Obviously I never experienced the pre-merger SPG version of the program, but even if I make it this year I don't even know what my expectations would be. Especially in the US even at Luxury Collection or JW Marriott caliber properties. I have long since realized there is nothing special that can be done at a Fairfield, Courtyard, Holiday Inn Express, Hampton Inn, or whatever off of some random US Interstate highway its not a Bonvoy thing its just that those places are unremarkable by design.
Do I just have Stockholm Syndrome?
I am a mere Titanium member who made the switch from Hilton 3 or 4 years ago, or whenever that Hilton Aspire card gave diamond for just the AF.
I have 400+ nights at Bonvoy properties since then and have literally never called Marriott corporate at any point. At most maybe ~10 times I have reached out to properties via the chat feature once online check in opens to let them know I will be arriving after midnight, that my stay was for a special occasion, etc. Everything has always been met to my satisfaction at the local property level.
Not to mention hundreds of other nights at various places. I have been a top tier with IHG for several years now with the extensions, because of a project I did where they were the only hotel choice. Again, I have never called corporate IHG either.
This year based on a work assignment that is coming this summer where rates are 400USD+ a night I might actually get the spend for Ambassador, and with the promo last quarter will certainly get the nights.
Even if I make it I just don't understand what would cause my behavior to change and suddenly need to be on the phone with Marriott corporate seemingly weekly.
Just wrapping up an around the world trip where I've travelled through Western Europe, Eastern Europe, and Korea. I've been upgraded at each hotel, there have been bottles of wine, and notes from the GM waiting in the rooms, etc. Obviously, it is not like that when I stay in the US and I don't expect it to be honestly.
I just can't imagine my behavior or needs suddenly changing so much if I cross over the magic line into Ambassador. Obviously I never experienced the pre-merger SPG version of the program, but even if I make it this year I don't even know what my expectations would be. Especially in the US even at Luxury Collection or JW Marriott caliber properties. I have long since realized there is nothing special that can be done at a Fairfield, Courtyard, Holiday Inn Express, Hampton Inn, or whatever off of some random US Interstate highway its not a Bonvoy thing its just that those places are unremarkable by design.
Do I just have Stockholm Syndrome?
Prior to merger, contacting your personal Ambassador was all about soft product experiences at property level. Eg. Suite upgrades, special occasions celebrations, recommendations And reservations to excellent restaurants, etc etc. Now it seems like the Ambassador is there just to fix things that shouldn't be a recurring problem to begin with (missing stays, missing points, broken I.T., etc etc). It is like in order for you to get adequate customer service ( to correct stays, points, etc), you need to spend 20K. When having these corrected should be basic customer service, regardless of whatever your status is.
Anyways this is just my own personal observation. Having to spend 20K of my own dime for leisure trips, I just can't justify for the benefits the Ambassador program now offers. Now if I got Ambassador level using OPM, sure why not?
Last edited by supatight80; May 21, 2022 at 6:35 pm
May 21, 2022, 7:07 pm
#17
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,461
No one forces you to spend time here. (Or maybe it's a required by TPG?)
May 21, 2022, 7:12 pm
#18
Original Poster
Join Date: Feb 2005
Location: Global
Programs: United 1K, Qatar Gold, Etihad Gold, Hilton Diamond, InterCon RA, PC Plat, SPG Plat, Marriott Plat
Posts: 1,454
Some of us folks both had experiences of Ambassador level before and after merger. So we can see that service levels indeed changed. I also was Ambassador level using my own money, on personal/leisure trips so it would be a huge disappointment having to spend 20K and not getting the service that many of us we accustomed to.
Prior to merger, contacting your personal Ambassador was all about soft product experiences at property level. Eg. Suite upgrades, special occasions celebrations, recommendations And reservations to excellent restaurants, etc etc. Now it seems like the Ambassador is there just to fix things that shouldn't be a recurring problem to begin with (missing stays, missing points, broken I.T., etc etc). It is like in order for you to get adequate customer service ( to correct stays, points, etc), you need to spend 20K. When having these corrected should be basic customer service, regardless of whatever your status is.
Anyways this is just my own personal observation. Having to spend 20K of my own dime for leisure trips, I just can't justify for the benefits the Ambassador program now offers. Now if I got Ambassador level using OPM, sure why not?
Prior to merger, contacting your personal Ambassador was all about soft product experiences at property level. Eg. Suite upgrades, special occasions celebrations, recommendations And reservations to excellent restaurants, etc etc. Now it seems like the Ambassador is there just to fix things that shouldn't be a recurring problem to begin with (missing stays, missing points, broken I.T., etc etc). It is like in order for you to get adequate customer service ( to correct stays, points, etc), you need to spend 20K. When having these corrected should be basic customer service, regardless of whatever your status is.
Anyways this is just my own personal observation. Having to spend 20K of my own dime for leisure trips, I just can't justify for the benefits the Ambassador program now offers. Now if I got Ambassador level using OPM, sure why not?
Nowadays, from reading the replies in this thread I gather maybe it’s supposed to just be a shortcut in resolving Admin issues. Nothing more, nothing less. That’s fine if that’s the case. But then market it and promise it that way.
For context, I’ve been an Ambassador for the past 6 years straight with an average of 200 - 250 Marriott nights a year and in excess of $60k spend per year, even during COVID. Maybe Marriott will go back to the prior Ambassador level service in the future.
Last edited by Roger Lococco; May 21, 2022 at 7:20 pm
May 21, 2022, 7:35 pm
#19
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
May 21, 2022, 7:56 pm
#20
Join Date: Feb 2020
Location: USA
Programs: MB Ambassador, WOH Globalist, HH Diamond (Aspire), AA Gold, UA (*G) Gold
Posts: 5,169
Your conspiracy theories about my motives are getting ridiculous. As far as I see it, I'm one of the few on here providing legitimate and thorough reports of what an Ambassador member can experience at different properties. Do you see any of my many photos on TPG or another travel site?
You're right - no one forces anyone to be on this site, but I have every right to complain about the contents of others' posts as you have every right to complain about my posts (which you seem to like to do).
Everyone knows that Ambassador service can be improved, but getting rid of it would not be an improvement. If it bothers people so much, you can always call the normal phone line.
You're right - no one forces anyone to be on this site, but I have every right to complain about the contents of others' posts as you have every right to complain about my posts (which you seem to like to do).
Everyone knows that Ambassador service can be improved, but getting rid of it would not be an improvement. If it bothers people so much, you can always call the normal phone line.
May 21, 2022, 9:43 pm
#21
Join Date: Feb 2006
Location: Verdi, NV, SFO & Olympic (aka Squaw )Valley.
Programs: Ikon Pass Full + AS Gold + Marriott Titanium + Hilton Gold. Recovering UA Plat. LT lounge AA+DL+UA
Posts: 3,823
Marriott seems to have a crisis of inconsistency. Franchises are in full rebellion over spending money on elites, even as HQ continues to overpromise benefits. Highest level elites get band aid service…but still most feel let down.
May 21, 2022, 10:07 pm
#22
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,713
I still think, for the most part, Marriott is superior to the competition. But the problem is consistency--guests can no longer count on brand standards being consistently enforced, so some properties lag while others still excel. And corporate has little power or inclination to bring the rogue properties to heel. Add to that, the company has gotten so big and unwieldy that when inevitable problems occur (IT, reservations, billing, etc.), guests sometimes end up in limbo where no one is able or willing to help resolve issues.
I've said it before and I'll keep saying it--when a person with the same last name as most of the hotels was in charge, they had both the clout and the compelling reason to ensure guests were treated well. Now Marriott is just another "hospitality company" at the whims of whatever leaders (at both the corporate and individual location level) they attract, who often flit between Marriott, Hilton, Hyatt, IHG as their careers advance. Marriott is no longer special, or at least as special as they used to be, where they could attract the best and the brightest. Just read an old copy of Marriott's "Spirit to Serve" which they used to put in the hotel rooms next to the Bible and the Book of Mormon--the stories in that book were merely examples of the level of service the Marriott company strived to achieve all the time. Today I think those kinds of stories would be rare indeed.
May 22, 2022, 1:33 am
#23
Join Date: Jan 2005
Location: Silicon Valley
Programs: Marriott Ambassador
Posts: 1,243
I am not a Marriott apologist by any means, but I can appreciate that with the Great Resignation, some hotels are finding it difficult to hire sufficient staff to return the hotel to full operation. Perhaps some hotels are using this as an opportunity to reduce service and increase profits, but having discussed the issues with numerous GMs at properties of varying class, I am inclined to give hotels the benefit of the doubt. Employers across the various sectors are complaining about the inability to hire replacement workers in sufficient quantities. Even last week as I was being measured for a tailor made suit, the normal 3 weeks turnaround is now 3 months due to lack of staffing.
May 22, 2022, 3:32 am
#24
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
I mean if that doesn't sum up how horrible the program is now I don't know what does. At one time I thought it was great. Now it needs to end, especially since the CEO cares more about the owners than he does us the customers. So expecting it to improve is wishful thinking.
May 22, 2022, 4:37 am
#25
Join Date: Jul 2012
Programs: DL DM 2 MM, Marriott Bonvoy Lifetime Titanium/Ambassador Elite , Hilton Honors Lifetime Diamond
Posts: 503
I’ve kept my personal Ambassador for three years. Their service and follow-up is excellent. Communication is top notch. For me, it’s one of the main reasons I have moved 100% of my business to full service Marriotts v. Hilton where I am a lifetime Diamond Honors member.
May 22, 2022, 4:47 am
#26
Original Poster
Join Date: Feb 2005
Location: Global
Programs: United 1K, Qatar Gold, Etihad Gold, Hilton Diamond, InterCon RA, PC Plat, SPG Plat, Marriott Plat
Posts: 1,454
I’ve kept my personal Ambassador for three years. Their service and follow-up is excellent. Communication is top notch. For me, it’s one of the main reasons I have moved 100% of my business to full service Marriotts v. Hilton where I am a lifetime Diamond Honors member.
May 22, 2022, 4:49 am
#27
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: 100,413
Same experience here. It was fairly good and certainly useful about 4 or 5 years ago. Particularly when I had special occasion travel.
Nowadays, from reading the replies in this thread I gather maybe it’s supposed to just be a shortcut in resolving Admin issues. Nothing more, nothing less. That’s fine if that’s the case. But then market it and promise it that way.
For context, I’ve been an Ambassador for the past 6 years straight with an average of 200 - 250 Marriott nights a year and in excess of $60k spend per year, even during COVID. Maybe Marriott will go back to the prior Ambassador level service in the future.
Nowadays, from reading the replies in this thread I gather maybe it’s supposed to just be a shortcut in resolving Admin issues. Nothing more, nothing less. That’s fine if that’s the case. But then market it and promise it that way.
For context, I’ve been an Ambassador for the past 6 years straight with an average of 200 - 250 Marriott nights a year and in excess of $60k spend per year, even during COVID. Maybe Marriott will go back to the prior Ambassador level service in the future.
May 22, 2022, 5:44 am
#28
Join Date: Jul 2012
Programs: DL DM 2 MM, Marriott Bonvoy Lifetime Titanium/Ambassador Elite , Hilton Honors Lifetime Diamond
Posts: 503
My personal Ambassador, who was quite good, was laid off by Marriott during the COVID downturn. I think that’s essentially when the Ambassador program quit being what it’s supposed to be. My understanding is that there was a massive layoff and that Marriott lost a large number of its Ambassador staff. I haven’t seen any signs that Marriott plans to bring the program back to what it used to be.
I know I'm fortunate in that I have not experienced any decline in service or communication even during COVID from my Ambassador.
May 22, 2022, 5:57 am
#29
Original Poster
Join Date: Feb 2005
Location: Global
Programs: United 1K, Qatar Gold, Etihad Gold, Hilton Diamond, InterCon RA, PC Plat, SPG Plat, Marriott Plat
Posts: 1,454
I'm confused. The information under your username says that you're Bonvoy Plat (NOT AMB) and were SPG Plat. Five or six years of Ambassador status would normally also be associated with lifetime status. If you're not currently AMB, why do you care whether there is an Ambassador program or not? In fact, even if you're currently AMB, you can just ignore the program without any effect on you, so why are you suggesting that it be eliminated for others?
May 22, 2022, 6:13 am
#30
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,771
I get bounced around a load of random people, some of whom are vaguely competent, many of whom don’t communicate well in written English or have any idea what they are doing.