Marriott Bonvoy sent an email communication to its Ambassador program members in January (read more here) that they should stop emailing individual contacts and use a generic email address for requests.
Marriott Bonvoy has now sent further clarification to Ambassadors that personal Ambassador-email addresses will stop working on March 1, 2021, and members must use ambassador.service@marriott.com from then on.
You can access Marriott Bonvoy’s page for Ambassador benefits here.
READ MORE: Marriott Bonvoy Rate & Bonus Points And Miles Promotions
Here’s a copy of the email that Marriott sent to Ambassadors:
Here’s what happened with the Ambassador-program previously:
Marriott Asks To Stop Emailing Ambassadors Because Accounts No Longer Monitored
Conclusion
Not sure why Marriott is unable to offer direct access to individual Ambassador rather than essentially dumping them to the top of the usual customer service queue?
Hyatt offers Globalist-members who consume 60 nights a personalized contact, which I mainly use to resolve issues. You can get a Hilton response within minutes if you are a Diamond member based on my most recent interaction.
And this is all that Marriott can do to their Ambassador members who usually spend 100+ years at their properties and need to spend $20,000 (lowered to $14K in 2021).
The purpose of the Ambassador service, when Starwood launched it, was to offer genuinely world-class service and have a one-stop contact for all hotel-related issues from bookings to upgrades and after stay follow-ups.
SPG also partially devalued the program when it was made public from a trial, and a requirement of 100 nights per calendar year was set. Marriott further “enhanced” it by first doubling the number of accounts that each Ambassador was supposed to handle to more than 300 and then 500 or so, making it impossible to deliver the promise.
Many Ambassadors left, and the quality contact center that mainly handled these requests in Canada was closed, and employees laid off.
