SPG launched their Ambassador program unofficially years ago and invited few select guests based mostly on their revenue contribution (and some early influencers).
SPG then made the program official back in 2012 and members who had consumed minimum of 100 nights in 2011 were invited into it (myself included). Next year, Marriott requires $20K spend in addition to 100 nights for the “personalized” ambassador service.
You can access Marriott’s page for membership benefits here.
READ MORE: Marriott Rewards Rate & Bonus Points And Miles Promotion
Seems that these “Ambassadors” are able to provide even less personalized service in the future based on what they are telling to their clients:
2) they said they currently support about 200 ambassadors but that is increasing to 300, that’s a recipe for disaster.
Marriott Ambassador had told this information to a reader that emailed it to me with some other information earlier today. I would assume that this same applies to SPG ones (likely all merged later this year – currently not able to help with Marriott – SPG issues or vice versa).
Conclusion
What kind of personalized service an Ambassador is able to provide if they have less than 8 minutes per client each week? They are supposed to be one stop shop for all Marriott/SPG related issues (and failing at the moment like the entire operation).
I believe that the SPG Ambassador program was able to provide personalized service and get hotels honor guest requests when it first started. But if these Ambassador are not even allowed to call hotels anymore, how they are supposed to get anything done?
They cannot even get missing stays posted or add amenity points for stays that are missing them based on my most recent communication. What is the point?
Exactly what’s the point? I have been ambassador 2 years in a row now but this time I will drop it. I have no intention whatsoever in renewing it. Totally useless so far and frustrating the lack of efficiency of the program.
Exactly what’s the point? I have been ambassador 2 years in a row now but this time I will drop it. I have no intention whatsoever in renewing it. Totally useless so far and frustrating the lack of efficiency of the program.
The change is SPG Ambassadors were empowered to solve issues and Marriott Ambassadors have no more authority than front line customer care.
I would say that even on the SPG side it is almost like they have run two parallel Ambassador programs. Some have received fantastic personalized service while others get better service by contacting the regular Platinum number.
Did no one in any position of authority in Marriott inquire what the customer would think?
Marriott is looking to squeeze every bit of value ($$$$) out of this acquisition and is a bit tone deaf. Reducing rewards benefits will have no impact on customer that does just family vacations periodically. The power users and business travelers that spend big bucks and use points for aspirational trips will jump ship if they feel neglected. SPG had amazing service for Platinum . Marriott has one level of service for everyone
Like I posted few days ago, SPG took very good care of their Platinum members while Marriott was overall better for all (rewards program perspective).
Next year will be the second and probably the last I have an ambassador (if rule of 20k USD will not change). So far I have already changed two ambassadors, both was completely useless.
Next year, while at 1st Jan I’m expecting to be grandfathered to LT PPE, I have no reason anymore to be loyal to Marriwood due to no goal to achieve (from my LT tier there’s no difference for me to stay 10 or 100 nights next year, considered that 50 and 75 nights rewards don’t worth the effort) . This news is another brick in the wall to force me to look around me for a new home while far from home..
I have no idea what you are talking about. There is no actual information in this post.
Ambassadors are moving from handling 200 clients to 300. How are they supposed to provide personalized service?
More evidence that Marriott is garbage. If you continue to give Marriot your business, you essentially are the girlfriend with a black eye and an STD, both from an abusive boyfriend, and you stay with the guy.
Should we ignore our company’s/client’s policy of staying at the Marriott hotel where they have a negotiated rate and instead stay at another hotel for which we won’t get reimbursed even if the rate is lower?
Interesting! I wonder what the logic behind that would be… Surely, the year after next they will have way less ambassadors with the 20k spend requirement. So maybe they are trying to increase the load on the ambassadors this year, and reduce it back to normal next year, so they don’t have to hire new ambassadors for just one year…
@John, could you reach out to Marriott to validate this information? The numbers seem a bit on the high side…
The SPG Ambassadors have had up to 200 clients each (fact). Considering that the programs are now merged and more members qualify for one, I don’t doubt this.
Thanks for the reply! Wow, that’s a lot of customers to care for! Then again, I think on average I only contact mine every 2 weeks, so that would mean 100 tickets per week per ambassador, so 20 per day…