{ "media_type": "text", "post_content": "I feel like Marriott Bonvoy is only getting worse. I was assigned a new ambassador, who would intentionally wait for one business day before responding to my email questions tbc", "post_id": "5c86aa786f539e001b9f97c1", "reply_count": 7, "vote_count": 1, "bowl_id": "5af0f2b1132f350013acdc55", "bowl_name": "Travel Recommendations" }

I feel like Marriott Bonvoy is only getting worse. I was assigned a new ambassador, who would intentionally wait for one business day before responding to my email questions tbc

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I was an SPG plat before the programs merged and can confirm that the new program has been Marriott-ized. I remember when I had a direct line to call customer service and someone would pick up within two rings. The agents were assigned based on area code so I would frequently get the same people. Now when I call the “direct” number I have to sift through a automated menu before being redirected to regular customer service. Just one example of my many complaints. I heard that the level of service has gone down with Marriott as well, and points have been devalued. Not really surprised...this is the natural result of reduced competition

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An email is provided for any questions asked after hours, but nobody actually answered my simple question off hours. My old SPG ambassador responded way more quickly and she would go out of her way to address my requests.

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I imagine the ambassador will go the way of the dodo. I care about the points and free vacations in nice resorts. So I’ll be as pissed as you when they introduce category 8 and peak points rates.

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You know the ambassadors used to have a bit more insight about e.g., availability of the hotel rooms, which helped me to get better deals/upgrades. They could also help me waive fees here and there. Now no more.

Also, they used to be more generous with points for obvious failures on their side...like, a fridge not emptied out, TV not working, no shampoo in the bathroom (yes, had and still have it all). Nowadays, not a single point. Sad. If you are lucky, they fix within reasonable time

Really? I was ok getting those extra points staying at a crappy Marriott last year. But I do sense that the corporate has less control over each individual property, which is annoying because it means a lot of benefits they claimed to offer are less guaranteed and may be selectively carried out by each property.

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