Discussion: Personal Ambassador for Platinum members with 100 nights
Dec 31, 2017, 6:20 pm
#1111
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
At the Park Tower, Danieli and W Austin I had coordinated reservations in advance with the concierges for restaurants, theater tickets etc. It is likely that they put a note in my record, since the front desk congratulated us at check-in.
I know that the common perception is that upgrades and special treatment are more likely on shorter stays, but in my experience hotels take special care when you are staying 5 or more nights with them.
Over the years we have stayed at the US Grant a lot. They have an amazing Loyalty Coordinator who ensures that guests are treated wonderfully. Demi has been at the Grant for 10 years now and she is one of the best SPG reps we've encountered in our travels. She genuinely cares for the guests. Even though we live in San Diego, downtown is so different from La Jolla that our Staycations at the Grant feel like real getaways. We typically combine our stays at the Grant with theater or or opera visits and an opportunity to try new restaurants.
I know that the common perception is that upgrades and special treatment are more likely on shorter stays, but in my experience hotels take special care when you are staying 5 or more nights with them.
Over the years we have stayed at the US Grant a lot. They have an amazing Loyalty Coordinator who ensures that guests are treated wonderfully. Demi has been at the Grant for 10 years now and she is one of the best SPG reps we've encountered in our travels. She genuinely cares for the guests. Even though we live in San Diego, downtown is so different from La Jolla that our Staycations at the Grant feel like real getaways. We typically combine our stays at the Grant with theater or or opera visits and an opportunity to try new restaurants.
What great stays/recognition you had!
Did you liase with the hotels prior to the stay with regards to your special occasion(s)? If you did, then in a sense you were acting as your own Ambassador. Though I do note that you said you were surprised on your BD so you probably didn't tell them in advance?
As I understand it, the Ambassador has to liase with their assigned contact at the hotel who is the actual person who organises and gets things done. I suspect it's then up to the hotel as to how much "recognition" to provide - I doubt the Ambassador goes into the nitty-gritty of dictating exactly what to give the guest, unless there was a very specific request mentioned (eg particular type of flower, cake, chocolate etc).
Some hotels handle special occasions like birthdays better - they have a good protocol for these. My Plat 25 friend has received a birthday cake and balloon 3 years in a row at a particular hotel, without mentioning it prior. Obviously the hotel has culled the info from his passport and has a system to remind them when the guest checks-in - so you don't need Plat 100 to be treated well.
IME there are three scenarios:
1. You arrive "unannounced" as a Plat 100 guest - the hotel does not have a good protocol in place and you don't get exceptional treatment
2. You arrive "unannounced" as a Plat 100 guest - the hotel has a good protocol in place for "VIP" guests and you are treated as such
3. You inform the hotel either directly or through your Ambassador of your impending arrival for a special occasion or otherwise - and the hotel gives you VIP treatment (to a varying degree - this is specific to the hotel)
Scenario 4 where the Ambassador makes a special effort to surprise you - uh, never happened to me
I find that #2 works pretty well for the hotels I stay in. So have been happy with Plat 100 status so far. I travel for leisure so perhaps the kind of hotel I stay in is more used to going the extra mile. Though I've had excellent recognition at Alofts and Four Points as well.
Did you liase with the hotels prior to the stay with regards to your special occasion(s)? If you did, then in a sense you were acting as your own Ambassador. Though I do note that you said you were surprised on your BD so you probably didn't tell them in advance?
As I understand it, the Ambassador has to liase with their assigned contact at the hotel who is the actual person who organises and gets things done. I suspect it's then up to the hotel as to how much "recognition" to provide - I doubt the Ambassador goes into the nitty-gritty of dictating exactly what to give the guest, unless there was a very specific request mentioned (eg particular type of flower, cake, chocolate etc).
Some hotels handle special occasions like birthdays better - they have a good protocol for these. My Plat 25 friend has received a birthday cake and balloon 3 years in a row at a particular hotel, without mentioning it prior. Obviously the hotel has culled the info from his passport and has a system to remind them when the guest checks-in - so you don't need Plat 100 to be treated well.
IME there are three scenarios:
1. You arrive "unannounced" as a Plat 100 guest - the hotel does not have a good protocol in place and you don't get exceptional treatment
2. You arrive "unannounced" as a Plat 100 guest - the hotel has a good protocol in place for "VIP" guests and you are treated as such
3. You inform the hotel either directly or through your Ambassador of your impending arrival for a special occasion or otherwise - and the hotel gives you VIP treatment (to a varying degree - this is specific to the hotel)
Scenario 4 where the Ambassador makes a special effort to surprise you - uh, never happened to me
I find that #2 works pretty well for the hotels I stay in. So have been happy with Plat 100 status so far. I travel for leisure so perhaps the kind of hotel I stay in is more used to going the extra mile. Though I've had excellent recognition at Alofts and Four Points as well.
Jan 3, 2018, 4:30 am
#1112
Join Date: Jan 2003
Programs: LH SEN***, Bonvoy LT Titanium
Posts: 1,725
Did anyone get a Christmas gift from their ambassador? I received a toiletries bag with SPG branding. At first I expected there to be something inside, but it was empty.
Jan 3, 2018, 6:16 am
#1113
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,018
Not sure that it is Ambassador-related.
Mar 18, 2018, 6:21 pm
#1114
Join Date: Feb 2008
Location: Chicago, IL
Programs: UA 1K MM, DL Diamond, NK Gold, Mariott LT Plat/Titanium, Hyatt Globalist, Hilton Gold
Posts: 925
Does Your SPG Ambassador Do Anything Proactively?
This is my first year with an Ambassador and to say it's non-existent service is an understatement. I have gotten zero special amenities in 14 stays this year. Forget upgrades. I asked her to help with basic things and she takes days to reply. When I told her I was unhappy, she told me that she was planning to send me something for my birthday in June but basically to not expect much else. I think it was noted elsewhere that I can ask for a new Ambassador. I think I will unless my expectations are off. I wasn't expecting to be treated like royalty but I thought it would be a step above nothing. Am I wrong here?
Mar 18, 2018, 7:47 pm
#1115
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,169
I got a nice 36 Hours: Europe book as a gift from my Amb for my birthday this month (have a Spain trip coming up in a few months). Have gotten beers in my hotel room in the past too for past b-days. I seem to get a decent amount of notes and F&B in my room when I check in too (those may be more property than my Amb).
As always YMMV.
As always YMMV.
Mar 19, 2018, 12:35 am
#1116
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Hi EWRFlyerAL,
If you could provide your account number to us via private mail here or by email below, we are happy to help share your feedback in regard to the Ambassador service and your request to change a new Ambassador to the Ambassador management team.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
If you could provide your account number to us via private mail here or by email below, we are happy to help share your feedback in regard to the Ambassador service and your request to change a new Ambassador to the Ambassador management team.
Best Regards,
Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Mar 19, 2018, 7:40 am
#1117
Join Date: Jan 2014
Posts: 687
No, in fact I haven’t heard from them since November of last year. Not even a congrats on requalifying email. I’ve had this service for I think 4 years and nothing special.
When I need something I just email the generic ambassador email address. They seem to be well equipped to handle most issues.
When I need something I just email the generic ambassador email address. They seem to be well equipped to handle most issues.
Mar 19, 2018, 8:56 am
#1118
Join Date: Sep 2009
Programs: United GS/MM, Marriott LT Titanium Elite
Posts: 242
I got a tin of tea for my birthday along with a handwritten card, none of the other programs sent me anything.
Apr 14, 2018, 11:10 pm
#1119
Join Date: Jan 2017
Posts: 40
First year qualifying for Ambassador status and I'd say it's hit or miss. Some parts have felt really special, and others have felt no different from any other P50.
For the good parts, my Ambassador was kind enough to send me a very thoughtful birthday gift that I really appreciated. Secondly, I had asked my Ambassador during our very first call together that I would appreciate a nice bottle of wine when I arrived for stays at Starwood hotels. I believe they left a note in my account or something to that effect. I had a recent stay at a fairly low-category starwood hotel and the concierge e-mailed before I arrived asking whether there was anything that they could help out with (seemed like a standard e-mail like the kind I've gotten before I qualified for Ambassador status). I mentioned the note in my account for a nice bottle of wine and thought nothing of it beyond that. When I arrived to my room, I was surprised that they put in my room a very nice Tuscan wine, with a retail price of over $100!
My Ambassador has also been very helpful with dealing with assorted billing and mischarging issues, and is generally proactive about making sure my upcoming travels will go smoothly.
The negatives have centered mostly around how hotels have treated my Ambassador status (more like, how they have not treated my Ambassador status). I've stayed at multiple St. Regis hotels in the past few months that couldn't give a .... about my status and the fact that I stay with them pretty frequently. Honestly, why bother paying so much extra to stay at a Starwood high category hotel when they don't even care to value the loyalty of their customers?
Anyway, my conclusion is that the Ambassador status is a nice perk, especially if you are very proactive in pointing it out and demanding what you want. From now on, I am going to proactively contact the concierge at the hotels I am staying at and request the perks that I am looking for. I've learned that if you are not proactive in doing this, nothing will happen, and your ambassador is certainly not going to reach out proactively for you.
I don't know how things will change with the Marriott merger, but I hope to qualify for Ambassador status again this year so that I can at least give them a shot and see if it's worth continuing.
For the good parts, my Ambassador was kind enough to send me a very thoughtful birthday gift that I really appreciated. Secondly, I had asked my Ambassador during our very first call together that I would appreciate a nice bottle of wine when I arrived for stays at Starwood hotels. I believe they left a note in my account or something to that effect. I had a recent stay at a fairly low-category starwood hotel and the concierge e-mailed before I arrived asking whether there was anything that they could help out with (seemed like a standard e-mail like the kind I've gotten before I qualified for Ambassador status). I mentioned the note in my account for a nice bottle of wine and thought nothing of it beyond that. When I arrived to my room, I was surprised that they put in my room a very nice Tuscan wine, with a retail price of over $100!
My Ambassador has also been very helpful with dealing with assorted billing and mischarging issues, and is generally proactive about making sure my upcoming travels will go smoothly.
The negatives have centered mostly around how hotels have treated my Ambassador status (more like, how they have not treated my Ambassador status). I've stayed at multiple St. Regis hotels in the past few months that couldn't give a .... about my status and the fact that I stay with them pretty frequently. Honestly, why bother paying so much extra to stay at a Starwood high category hotel when they don't even care to value the loyalty of their customers?
Anyway, my conclusion is that the Ambassador status is a nice perk, especially if you are very proactive in pointing it out and demanding what you want. From now on, I am going to proactively contact the concierge at the hotels I am staying at and request the perks that I am looking for. I've learned that if you are not proactive in doing this, nothing will happen, and your ambassador is certainly not going to reach out proactively for you.
I don't know how things will change with the Marriott merger, but I hope to qualify for Ambassador status again this year so that I can at least give them a shot and see if it's worth continuing.
Apr 15, 2018, 12:51 am
#1120
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
Apr 15, 2018, 8:29 am
#1121
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
Apr 15, 2018, 8:32 am
#1122
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
Apr 15, 2018, 10:07 am
#1123
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
I think @TerryK is pointing out that being an Ambassador Platinum (Plat100) is not an official status, but with that 100 night activity, we get additional privileges that include the Ambassador service.
Apr 15, 2018, 10:25 am
#1124
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
Sounds like a status tier to me. More defined than just Platinum but no different than having to earn 25 stays or 50 nights to get Platinum. I can see them not wanting to overwhelm the staff with a half dozen tiers and as far as the properties are concerned there are only three, but there's much more behind that one called Platinum that matters to us and SPG central. I hope MPG will match benefits when time to reassign tiers and not just go by name.
Apr 15, 2018, 11:12 am
#1125
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
No, we don't nor does MR. But then we don't need a card. Carrying a card is so 1900's. Every FDC has access to our accounts, so any on-site benefits (24-hour, late check-out) can be granted.