Marriott Ambassador Elites Will No Longer Get Personalized Service

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Marriott Ambassador Elites

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 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.

Based in NYC. Points/miles enthusiast for years and actively writing about it for the last two years at Danny the Deal Guru. I'm always looking out for deals. Making a few bucks is always nice, but the traveling is by far the best part of this business.

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  1. This is old news and misleading news. Marriott suspended personal Ambassador agent service in late spring 2020 due to the pandemic furloughs and obvious massive drop in hotel stays — but continued offering the services of the tried and true global Ambassador team. The global Ambassador team had always been a back up to personal Ambassador service whenever our personal agents weren’t in the office.

    Nothing has changed. Marriott just sent a reminder to some Ambassador elites who continued to disgraced the personal suspension and were still emailing their personal Ambassador agents rather than the global team as instructed.

    The global team has been just as helpful and just as responsive — some say even more responsive — as our personal Ambassador agents ever were.

    Much ado about nothing.

  2. Had this “service” for 2 years. Became friendly w my ambassador. She did absolutely nothing for me and would complain about workload and whining elites. She got laid off, as did most of the ambassadors.

    No longer at ambassador level but didn’t find it to be of much use/value.


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