Marriott lays off Ambassadors; top tier status may now be without dedicated agents

Aug 29, 2020

This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.

With hotel demand in the U.S. remaining low and leisure travel tapering off as fall approaches, it seems some temporary changes hotels made to their loyalty program to cut costs are going to become permanent.

View From the Wing reports that Marriott has laid off a number of its dedicated Ambassador agents, charged with taking care of Marriott’s most valuable customers, after temporarily suspending assigned Ambassador agents back in March.

No numbers are available yet as to how many Ambassador agents have been let go. TPG requested comment from Marriott and will update this post with additional information.

Marriott had previously said elite members who stayed 100 nights in a year in addition to spending $20,000 would have the Ambassador team as a whole to help them. It seems that with the Ambassador team getting smaller, elites having a dedicated agent may not be a perk of the status moving forward.

The permanent cuts follow a series of changes this year to the Marriott Bonvoy program. In July, Marriott issued an extension to the suspension of elite benefit guarantees through September 15. But, not all changes are negative: Marriott extended elite status until Feb, 1, 2022, free night certificates through Jan. 31, 2021, and points expiration through Feb. 2021.

I find it curious Marriott would cut its best reservation agents that keep its most valuable members happy. It effectively de-incentivizes Titanium elites from becoming Ambassador elites as there’s now no added bonus outside of Your24.

It’s hard to read about people continuing to lose their jobs as the impacts of COVID-19 continue for months with no end insight. According to Ambassador agent posts on LinkedIn, many of these reservation agents had over 10 years of experience and loved their job. We wish them all the best and hope they land on their feet somewhere – perhaps as a Hyatt Globalist My Concierge whose program remains intact.

Featured image by Yuriko Nakao/Getty Images.

Delta SkyMiles® Platinum American Express Card

Earn 90,000 bonus miles and 10,000 Medallion® Qualification Miles (MQMs) after you spend $3,000 in purchases on your new card in the first three months of card membership. Offer ends 11/10/2021.

With Status Boost™, earn 10,000 Medallion Qualification Miles (MQMs) after you spend $25,000 in purchases on your Card in a calendar year, up to two times per year getting you closer to Medallion Status. Earn 3X Miles on Delta purchases and purchases made directly with hotels, 2X Miles at restaurants and at U.S. supermarkets and earn 1X Mile on all other eligible purchases. Terms Apply.

Apply Now
More Things to Know
  • Limited Time Offer: Earn 90,000 Bonus Miles and 10,000 Medallion® Qualification Miles (MQMs) after you spend $3,000 in purchases on your new Card in your first 3 months. Offer expires 11/10/2021.
  • Earn up to 20,000 Medallion® Qualification Miles (MQMs) with Status Boost® per year. After you spend $25,000 in purchases on your Card in a calendar year, you can earn 10,000 MQMs two times per year, getting you closer to Medallion® Status. MQMs are used to determine Medallion® Status and are different than miles you earn toward flights.
  • Earn 3X Miles on Delta purchases and purchases made directly with hotels.
  • Earn 2X Miles at restaurants worldwide, including takeout and delivery and at U.S. supermarkets.
  • Earn 1X Miles on all other eligible purchases.
  • Receive a Domestic Main Cabin round-trip companion certificate each year upon renewal of your Card. *Payment of the government imposed taxes and fees of no more than $75 for roundtrip domestic flights (for itineraries with up to four flight segments) is required. Baggage charges and other restrictions apply. See terms and conditions for details.
  • Enjoy your first checked bag free on Delta flights.
  • Fee Credit for Global Entry or TSA Pre✓®.
  • Enjoy an exclusive rate of $39 per person per visit to enter the Delta Sky Club® for you and up to two guests when traveling on a Delta flight.
  • No Foreign Transaction Fees.
  • $250 Annual Fee.
  • Terms Apply.
  • See Rates & Fees
Regular APR
15.74%-24.74% Variable
Annual Fee
$250
Balance Transfer Fee
N/A
Recommended Credit
Excellent/Good
Terms and restrictions apply. See rates & fees.

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.