What Is Marriott Ambassador Service?

This personal concierge program for top-tier Marriott status holders includes a dedicated customer service agent.
JT Genter
Sally French
Michael Friedman
By Michael Friedman,  Sally French and  JT Genter 
Updated
Edited by Meghan Coyle

Many or all of the products featured here are from our partners who compensate us. This influences which products we write about and where and how the product appears on a page. However, this does not influence our evaluations. Our opinions are our own. Here is a list of our partners and here's how we make money.

Marriott Ambassador Elite status has the most demanding earning requirements of any major U.S. hotel loyalty program. But, if you can earn 100 elite nights and spend $23,000 at Marriott properties in a calendar year, you'll get access to one of Marriott's most-exclusive perks: Marriott Ambassador Service.

Here's an overview of Marriott Ambassador Service — and why it might be worth being loyal to Marriott to earn it.

How to earn Marriott Ambassador Service

Marriott Ambassador Service is one of two key perks of holding Ambassador Elite status. To earn Ambassador Elite status, a Bonvoy member needs to meet two requirements during the same calendar year:

  • Stay at least 100 qualifying nights.

  • Spend at least $23,000 in qualifying spending.

Note that the spending requirement increased to $23,000 in 2023 from $20,000 in 2022 and $14,000 in 2021. That's a significant increase in just a couple of years.

This increase seems to be intended as a way to keep Ambassador Elite status more exclusive.

Benefits of Marriott Ambassador Service

Marriott Ambassador Service is a personalized customer service offering for those who have reached Marriott Ambassador Elite status — the highest published level in the Marriott Bonvoy loyalty program. Although earning Marriott Ambassador Elite status isn't easy, it can be worth it to make your stay more personalized. Here's how Marriott Ambassador Service can make a difference.

Customer service needs

Skip the hold music and automated answering machine. Ambassador Service is meant to make travel easier for the most-valued Bonvoy members. You get the exclusive Marriott Ambassador customer service phone number, connecting you with a Marriott Ambassador to take care of your needs.

For instance, if you're trying to use your Suite Night Awards to upgrade your stay, the ambassador can call the hotel on your behalf and try to secure the room. Also, as a perk exclusive to Ambassador Elites, Ambassador Service is the only way that eligible members can make a Your24 request.

Trip personalizations

If you want to personalize your experience with a special request or a particular amenity, your ambassador can work on your behalf to make it happen. For example, if you're celebrating Valentine’s Day with someone special, your ambassador can work with the concierge to find a local florist. Allergic to a particular food? Your ambassador can contact the hotel to request that the allergen is kept out of your room.

Ambassador Elite members receive a welcome gift when they check in for a qualifying stay. So, having someone who knows your tastes can ensure that you’ll get something you want.

Problem resolutions

The most important role of an ambassador, though, is problem resolution. Many of us are all too familiar with the frustration of having something go wrong, like missing points or a problem with your stay. Finding an agent who can actually resolve your frustrations can be the most difficult step toward getting them fixed.

Ambassador Elite members get access to an agent who should be knowledgeable and empowered enough to get you a resolution. Your ambassador can handle all the internal Marriott issues on your behalf and get back to you when they have an answer.

It’s much less of a hassle than waiting on hold for a half hour, only to get transferred to a different person when you finally get through.

The return of personalized Marriott Ambassador Service

Marriott significantly cut back Ambassador Service during the pandemic. In March 2020, Marriott laid off many ambassadors and eliminated personalized Ambassador Service. Instead of providing each Ambassador Elite with a dedicated ambassador, Marriott's top-tier members received service from a team of ambassadors.

As if that wasn't bad enough, Ambassador Service was further cut with another round of ambassador layoffs in October 2020.

Many Ambassador Elite members have complained that this degraded the value of Marriott's top-tier elite status. And it seems that Marriott may have gotten the message.

Marriott brought back personalized Ambassador Service; each Ambassador Elite member is assigned a personalized ambassador.

This ambassador will be tasked with learning the travel needs and preferences of their Ambassador Elite members and work in conjunction with the rest of the Ambassador Service team to help with any issues or to facilitate any special requests.

What are the other benefits of Ambassador Elite status?

Marriott Ambassador Service is just one benefit of holding Ambassador Elite status. Some of the best benefits of this top tier include the following:

  • Your24: Marriott Ambassador Elite members get to choose their 24-hour check-in and checkout time. That can be particularly helpful should you have a late flight or want to time your trip to maximize amenity usage — like enjoying a shower in your room after spending your check-out day at the pool.

  • Suite upgrades: Marriott Ambassador Elites are first in line for upgrades, including all the way up to Standard Suites.

  • Bonus points on stays: You’ll earn 75% more points than general members on every eligible hotel purchase.

  • Room guarantee: Marriott promises to have a room available to you as long as you book by 3 p.m. up to 48 hours before arrival.

  • Lounge access: If your hotel has an open lounge and you aren't staying at an excluded brand, you’ll get full access to it.

  • Guaranteed 4 p.m. checkout: At most brands, Ambassador Elite members automatically get 4 p.m. guaranteed checkout — even without having to make a Your24 request. This perk is subject to availability at resorts, convention hotels and Design Hotels.

If you're considering earning Marriott Ambassador Elite status

Spending $23,000 and earning 100 Elite Night Credits in a year at Marriott to reach Ambassador Elite status is no easy feat. However, reaching the highest status in the Marriott Bonvoy program comes with a lot of perks. From Ambassador Service to choosing your own check-in and checkout times, Marriott offers its Ambassador Elite members top-tier benefits.

And Marriott Ambassador Elite is about to get even better with the return of a personalized Ambassador. Soon Ambassador Elites can begin working with a dedicated Ambassador who will make sure that their travel needs are met. That's not too shabby to have someone at the company who knows your preferences and whose job it is to advocate for you.


How to maximize your rewards

You want a travel credit card that prioritizes what’s important to you. Here are some of the best travel credit cards of 2024:

Marriott Cards from our Partners
Marriott Bonvoy Boundless™ Credit Card

on Chase's website

Marriott Bonvoy Boundless® Credit Card
4.0
NerdWallet Rating
Rewards rate

2x-17x

Earn up to 17X total points per $1 spent at over 7,000 hotels participating in Marriott Bonvoy® with the Marriott Bonvoy Boundless® Card. 2X points for every $1 spent on all other purchases.

Points

Intro offer

150,000

Earn 3 Free Night Awards (each night valued up to 50,000 points) after spending $3,000 on purchases in your first 3 months from account opening with the Marriott Bonvoy Boundless® Credit Card!

Points
Chase Marriott Bonvoy Bold Credit Card

on Chase's website

Marriott Bonvoy Bold® Credit Card
2.8
NerdWallet Rating
Rewards rate

1x-14x

Earn up to 14X total points for every $1 spent at thousands of hotels participating in Marriott Bonvoy® and 2X points on other travel purchases (from airfare to taxis and trains). 1X point for every $1 spent on all other purchases.

Points

Intro offer

30,000

Earn 30,000 Bonus Points after spending $1,000 on purchases in your first 3 months from account opening with the Marriott Bonvoy Bold® Credit Card.

Points
See more marriott cards
Get more smart money moves – straight to your inbox
Sign up and we’ll send you Nerdy articles about the money topics that matter most to you along with other ways to help you get more from your money.