Marriott Ambassador Elites Will No Longer Get Personalized Service
Marriott inherited the Ambassador program when it acquired Starwood. The program provides specialized service for 100 Night Elites through a dedicated ambassador that can take care of reservations, hotel requests and much more. Marriott tweaked the program a bit, requiring $20,000 in spending besides the 100 nights. Once you achieve that, you get an Ambassador assigned to you. That is actually lowered to $14,000 now for 2021.
The great thing about this program is that you could actually create a personal relationship with your ambassador. But over time, Ambassadors were overloaded with customers, handling hundreds at a time.
Marriott still says on its website that “your personal point of contact is always at your service for every stay.” But they have emailed customers to let them know that actually they will just reach out to a generic email from now on, instead of contacting the ambassadors directly.
Here’s the text of the email:
Going forward, please email firstname.lastname@example.org with your requests as personal ambassador email addresses will no longer be monitored.
Having the personalized service from a dedicated ambassador, was a nice touch and a great way for Ambassador Elites to get the most out of the Marriott Bonvoy program. Now those requests will be handled by the Marriott customer service team. They can still do a good job, but I suspect it will not be as affective as an Ambassador that you work with constantly and probably knows your by name.