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

Jan. 15, 2021
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.

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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:

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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.

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.

Featured image by (Photo of the Praia Del Rey Marriott coutesy of the hotel)
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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  • Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel
  • Receive up to $300 back annually as statement credits for bookings through Capital One Travel, where you'll get Capital One's best prices on thousands of options
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Best card for premium perks while traveling
TPG Editor‘s Rating
Card Rating is based on the opinion of TPG‘s editors and is not influenced by the card issuer.
4 / 5
Go to review

Rewards Rate

10XEarn unlimited 10X miles on hotels and rental cars booked through Capital One Travel
5X5X miles on flights booked through Capital One Travel.
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  • Intro Offer
    Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel

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  • Annual Fee

    $395
  • Recommended Credit
    Credit ranges are a variation of FICO© Score 8, one of many types of credit scores lenders may use when considering your credit card application.

    740-850
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Why We Chose It

The Capital One Venture X card is one of the best all-round travel credit cards ever launched. Not only is it offering a tremendous welcome bonus, but cardholders can earn tons of miles on everyday spending and receive a 10,000-mile anniversary bonus to boot. Its annual fee is $395, but cardholders can count on up to $300 in statement credits toward travel booked through Capital One Travel each year and other valuable benefits like access to Priority Pass lounges and Capital One’s own growing family of airport lounges.

Pros

  • Excellent welcome offer worth 75,000 miles after you spend $4,000 on purchases in the first three months.
  • Up to $300 in annual travel statement credits toward bookings make through Capital One Travel.
  • 10,000 bonus miles (worth $100 toward travel) each account anniversary.

Cons

  • The $395 annual fee might be expensive for some, but this card’s benefits provide much more value than that.
  • If you don’t travel frequently, this might not be the best card for you.
  • Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel
  • Receive up to $300 back annually as statement credits for bookings through Capital One Travel, where you'll get Capital One's best prices on thousands of options
  • Get 10,000 bonus miles (equal to $100 towards travel) every year, starting on your first anniversary
  • Earn unlimited 10X miles on hotels and rental cars booked through Capital One Travel and 5X miles on flights booked through Capital One Travel
  • Earn unlimited 2X miles on all other purchases
  • Unlimited complimentary access for you and two guests to 1,400+ lounges, including Capital One Lounges and our Partner Lounge Network
  • Receive up to a $100 credit for Global Entry or TSA PreCheck®
  • Use your Venture X miles to easily cover travel expenses, including flights, hotels, rental cars and more—you can even transfer your miles to your choice of 15+ travel loyalty programs
  • Named editors' choice for "Best New Credit Card of 2021" by The Points Guy
  • Earn 10 miles per dollar when you book on Turo, the world's largest car sharing marketplace, through May 16, 2023