In 2015, Marriott International acquired Starwood Hotels & Resorts to become the biggest lodging company in the world. One of the most difficult parts of the transaction was merging the two loyalty programs, since Starwood’s had been one of the most popular in the industry. It took almost three years to combine them, and even after that, they had to make changes.
About Marriott Ambassador Service
Marriott Ambassador Service is a highly personalized customer service offering for customers who have reached Ambassador Elite status — the highest level in the Marriott Bonvoy loyalty program. It’s not easy to attain. For example, you’ll need to stay 100 qualifying nights (including any you earn from a Marriott Bonvoy credit card) and spend $14,000 in qualifying spending ($20,000 in 2022) to become an Ambassador Elite.
What it helps with
Customer service needs
Ambassador Service is meant to make travel easier for these most valued Bonvoy members. For instance, you get the exclusive Marriott Ambassador customer service phone number, connecting you with a Marriott Ambassador to take care of all of your customer service needs. Because you will be dealing with a single ambassador or a single team of ambassadors, you’ll have an advocate at the company.
For instance, if you are trying to use your Suite Night Awards to upgrade your stay, your ambassador can call the hotel on your behalf and try to secure your room.
Likewise, if you want to personalize your experience with a special request or a particular amenity, your ambassador can work on your behalf to ensure that whatever you need is available. For example, if you want to celebrate Valentine’s Day with that special someone, your ambassador can work with the concierge to find a local florist. Allergic to a particular food? They can help keep the peanuts out of your room.
Since all Ambassador Elites receive a welcome gift when they check-in for a qualifying stay, having someone who knows your tastes can ensure that you’ll get something you want.
The most important role of an ambassador, though, is problem resolution. Many of us are all too familiar with the frustration of having something go wrong, whether it is missing points or a problem with your stay. Ambassadors are Marriott’s most talented representatives, so you will have someone on the phone who can actually get you a helpful solution to your problem.
Finding the person who can actually resolve your frustrations can be the most difficult step toward getting them fixed. Your ambassador can handle all of the internal Marriott issues on your behalf and get back to you when they have an answer. It’s much less of a hassle than waiting on hold for a half hour, only to get transferred to a different person when you finally get through.
How has COVID-19 affected Marriott Ambassador Service?
Marriott’s Ambassador Service is still available during the pandemic but, for now, instead of speaking to a single ambassador, your needs will be handled by a team of ambassadors. But it may be more important now than ever to have this team working for you, given how rapidly conditions change at hotels.
The bottom line
If you’ve reached the highest status in the Marriott Bonvoy program, Marriott Ambassador Service can make your travel a lot easier. Whether it’s quickly answering the phone, making sure that your needs are met at the hotel or solving a problem, it’s nice to have someone at the company who is working for you personally.
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