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Marriott elites: Don’t be surprised if emails to your Ambassador go unanswered

Jan. 15, 2021
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3 min read
Praia Del Rey Marriott
Marriott elites: Don’t be surprised if emails to your Ambassador go unanswered
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Marriott Bonvoy promises its top-tier Ambassador Elite members access to a personal point-of-contact to handle anything, from reservations to off-the-wall requests. However, with hotel demand at a record low, the service was temporarily suspended last March. Although it was assumed that the service would return when travel picked up again, its future began to look bleak when Marriott laid off a number of its dedicated agents in August.

Well, we now know what's next for Ambassador service.

Is Marriott eliminating Ambassador service?

First things first: the dedicated ambassador service isn't being eliminated. However, it will no longer be as personalized.

In an email sent to Ambassador Elites, Marriott stated that personal ambassador email addresses will no longer be monitored and that members should contact the global Ambassador Elite support team via a general email address or phone number instead. Members will still receive priority service, but it won't always be from the same agent.

A spokesperson for Marriott confirmed this change to TPG:



We remain committed to the Ambassador program’s continued long-term success and to providing the elevated, attentive service our Ambassador Elites have earned delivered by our global, dedicated Ambassador Team. This experienced team is well equipped to assist with any questions, concerns or issues members may have.

Ambassadors help top-tier elites coordinate all their travel, including notifying hotels of arrival and departure time and any preferences or special events that are being celebrated. Additionally, they can help sort out problems, such as points not posting correctly to your account.

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Related: Marriott reinstates elite benefit guarantees effective immediately

Although Marriott says that members should still expect "elevated, attentive service," naturally, without a dedicated agent to develop a one-on-one relationship with, service will be less personal. For instance, welcome amenities might no longer proactively be customized based on your tastes and you may not receive personalized welcome notes. That said, some members who have been utilizing the Ambassador service over the last few months have noted that the global support team is as responsive, if not more so, than the dedicated agents they had before.

Bottom line

Ambassador Elite service is usually earned after 100 elite-qualifying nights and $20,000 worth of qualifying spend in a calendar year, though the spend threshold has been reduced to $14,000 this year. If the Ambassador program does indeed become less valuable, this may de-incentivize Titanium elites from chasing Ambassador status, since the only other added bonus is the Your24 benefit, which allows you to choose your check-in and check-out time.

Related: Marriott Bonvoy makes it easier to earn elite status and redeem points in 2021

This news follows a series of changes to the Marriott Bonvoy program in recent months. For instance, Marriott extended elite status until Feb, 1, 2022, paused the expiration of points until Aug. 1, 2021, extended free-night certificates originally set to expire in 2020 through Aug. 1, 2021 and extended the expiration of Suite Night Awards through Dec. 31, 2021. It also reinstated elite benefit guarantees following a 10-month hiatus. Marriott says that it plans to reveal more program updates to add value for members throughout the year.

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

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Why We Chose It

There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)

Pros

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  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.