Jan 16, 2015, 2:33 pm
Amex Concierge: What have they done for you?
Feb 27, 2015, 9:21 am
#32
Join Date: Nov 2014
Location: New York
Programs: DL PLT, Hilton Diamond, CX MPC Silver
Posts: 265
Tried to get limited edition Adidas sneakers, and they offered to assist in signing me up for the Adidas email newsletter. =/
I then found them on eBay, but clearly that might be too "out of the box" for them =/
I then found them on eBay, but clearly that might be too "out of the box" for them =/
Feb 28, 2015, 4:23 pm
#33
Join Date: Oct 2014
Location: JFK / LGA
Posts: 124
I asked for restaurant recommendations in San Diego and I got these.
Double Standard
695 6th Ave, San Diego, CA 92101
Amaya at The Grand Del Mar
5300 Grand Del Mar Ct, San Diego, CA 92130
Común Kitchen & Tavern
935 J St, San Diego, CA 92101
Wow... none of them sound interesting or appetizing to say the least. I used to get better recommendations from them before.
Double Standard
695 6th Ave, San Diego, CA 92101
Amaya at The Grand Del Mar
5300 Grand Del Mar Ct, San Diego, CA 92130
Común Kitchen & Tavern
935 J St, San Diego, CA 92101
Wow... none of them sound interesting or appetizing to say the least. I used to get better recommendations from them before.
Feb 28, 2015, 4:47 pm
#34
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,954
Mar 1, 2015, 11:12 am
#35
Join Date: Aug 2012
Location: Dreamland
Posts: 927
How to proceed?
Curious how you all think I should react here.
As I've mentioned upthread, I firmly believe you need to manage expectations with Concierge - it's more delegation, not miracle working. Especially restaurant reservations.
Here's the situation from yesterday: on Wednesday, I emailed them that we had friends in town, I'd checked OpenTable on 4 restaurants for a table for 4 Saturday night and flexible for time (7-930) but nothing available. I listed the 4 in priority and asked them just to call and see if anything could be done. Again, low expectations given OpenTable results.
They came back with the same, however our #1 wasn't taking reservations during prime time hours, but they would add us to some "priority" "jump to front o ft he list" list and to mention that upon arrival. Sounded weird , but OK. Our friends and us joked about it but we decided to go there over a different place because , hey, Amex came through.
I think you know where this is going... Showed up. The restaurant of course had no idea of this other "list priority" and without trying to pull DYKWIA we even politely just asked maybe if the manager knew anything.... The manager AND owner were there that night and in a nice way laughed and said they'd never heard of this and would call Amex on Monday to tell them as such.
We waited at the bar 45 mins and enjoyed our night anyway.
Question: how do we give strong, pointed feedback here? We were OK getting a drink and not in a rush, but I feel this new concierge really over promised and misled expectations here - pretty much what a concierge is NOT supposed to do. It *could* have been an embarrassing situation or ruined an evening if timing was crucial, and as I mentioned, we already suspected it sounded weird, but I'm curious what the crowd here thinks my reaction should be?
Datapoint: this was done all via email, no phone calls, not sure if that impacts anything.
As I've mentioned upthread, I firmly believe you need to manage expectations with Concierge - it's more delegation, not miracle working. Especially restaurant reservations.
Here's the situation from yesterday: on Wednesday, I emailed them that we had friends in town, I'd checked OpenTable on 4 restaurants for a table for 4 Saturday night and flexible for time (7-930) but nothing available. I listed the 4 in priority and asked them just to call and see if anything could be done. Again, low expectations given OpenTable results.
They came back with the same, however our #1 wasn't taking reservations during prime time hours, but they would add us to some "priority" "jump to front o ft he list" list and to mention that upon arrival. Sounded weird , but OK. Our friends and us joked about it but we decided to go there over a different place because , hey, Amex came through.
I think you know where this is going... Showed up. The restaurant of course had no idea of this other "list priority" and without trying to pull DYKWIA we even politely just asked maybe if the manager knew anything.... The manager AND owner were there that night and in a nice way laughed and said they'd never heard of this and would call Amex on Monday to tell them as such.
We waited at the bar 45 mins and enjoyed our night anyway.
Question: how do we give strong, pointed feedback here? We were OK getting a drink and not in a rush, but I feel this new concierge really over promised and misled expectations here - pretty much what a concierge is NOT supposed to do. It *could* have been an embarrassing situation or ruined an evening if timing was crucial, and as I mentioned, we already suspected it sounded weird, but I'm curious what the crowd here thinks my reaction should be?
Datapoint: this was done all via email, no phone calls, not sure if that impacts anything.
Mar 1, 2015, 5:34 pm
#37
Join Date: Feb 2014
Location: LAX
Programs: United Silver, Marriott Lifetime Titanium, Hilton Diamond, IHG Diamond
Posts: 988
Had the same experience where we couldn't get reservations at a restaurant a few weeks out. I called concierge and they were able to get us an opening, although not at an ideal hour. But getting in definitely beats what we were expecting before, which was being SOL.
Mar 1, 2015, 7:42 pm
#38
Join Date: Oct 2014
Location: JFK / LGA
Posts: 124
I'll be in San Diego between March XXst - March YYth (two full days on Sunday and Monday) and I was hoping you can provide me with some suggestions on restaurants. I'm looking to experience the best food in San Diego (whether it's a hole-in-the-wall or fine dining, doesn't matter). What's more important is that it's characteristic of San Diego (they don't need to be restaurants that take reservations, though it could be). As for types of food, I'm really open to any suggestions. Generally I eat most kinds... I like French, New American, Mexican, Japanese, Thai, Malaysian, most ethnic food... not interested in Indian or Italian or primarily vegetarian options.
I'll have a car so driving 10-20 minutes is not a problem.
There is no urgency on this, but I appreciate it if you can get the suggestions to me at least a week or so before departure.
I'll have a car so driving 10-20 minutes is not a problem.
There is no urgency on this, but I appreciate it if you can get the suggestions to me at least a week or so before departure.
Mar 19, 2015, 4:02 pm
#39
Join Date: Nov 2005
Location: YYT/YYZ
Programs: AC*SE, AC*MM, SPG Gold, FPC Plat, HHonors Diamond, PC Plat Elite, R&C Club 5C, Hyatt GP
Posts: 2,201
Canadian Centurion Concierge
They got me a reservation for 4 at Eleven Madison Park on a Friday evening with 3 weeks notice.
The reservation was for 5:45pm, and I said that was a little early, but we'd go with it. When my party arrived, we were initially told they had no record of the booking. After some investigation they told us that Amex had changed the reservation to 10pm. No one contacted me to let me know.
EMP told us we could either return at 10pm, or have a cocktail in the bar and wait for a few minutes while they sorted out a table for us. We waited, were seated promptly, and had an excellent meal.
I was with friends, but it could have been very embarrassing if I'd been with business clients I was trying to impress. Still, EMP handled the situation perfectly and with great charm.
The reservation was for 5:45pm, and I said that was a little early, but we'd go with it. When my party arrived, we were initially told they had no record of the booking. After some investigation they told us that Amex had changed the reservation to 10pm. No one contacted me to let me know.
EMP told us we could either return at 10pm, or have a cocktail in the bar and wait for a few minutes while they sorted out a table for us. We waited, were seated promptly, and had an excellent meal.
I was with friends, but it could have been very embarrassing if I'd been with business clients I was trying to impress. Still, EMP handled the situation perfectly and with great charm.
Mar 20, 2015, 7:38 am
#40
Join Date: Aug 2012
Location: Dreamland
Posts: 927
They got me a reservation for 4 at Eleven Madison Park on a Friday evening with 3 weeks notice.
The reservation was for 5:45pm, and I said that was a little early, but we'd go with it. When my party arrived, we were initially told they had no record of the booking. After some investigation they told us that Amex had changed the reservation to 10pm. No one contacted me to let me know.
EMP told us we could either return at 10pm, or have a cocktail in the bar and wait for a few minutes while they sorted out a table for us. We waited, were seated promptly, and had an excellent meal.
I was with friends, but it could have been very embarrassing if I'd been with business clients I was trying to impress. Still, EMP handled the situation perfectly and with great charm.
The reservation was for 5:45pm, and I said that was a little early, but we'd go with it. When my party arrived, we were initially told they had no record of the booking. After some investigation they told us that Amex had changed the reservation to 10pm. No one contacted me to let me know.
EMP told us we could either return at 10pm, or have a cocktail in the bar and wait for a few minutes while they sorted out a table for us. We waited, were seated promptly, and had an excellent meal.
I was with friends, but it could have been very embarrassing if I'd been with business clients I was trying to impress. Still, EMP handled the situation perfectly and with great charm.
I will say, when I escalated one of them - their response was quite impressive - listened to phone calls, calling the restaurant general manager and reporting back.
Mar 20, 2015, 8:06 am
#41
FlyerTalk Evangelist
Join Date: Oct 2011
Location: ATL
Programs: DL Scattered Smothered Covered Medallion, Some hotel & car stuff, Kroger Plus Card
Posts: 10,745
Had success in Orlando recently. Restaurant we wanted that night was no longer taking reservations on OpenTable, so I SMS'd Amex Concierge to see what they could do for our group of 8. We were at the pool and I didn't feel like calling myself (either the restaurant or Concierge). It was not a Fine Dining participant.
Concierge called me back about 20 minutes later saying they had called the restaurant and while there was no reservation, the manager had a note that we would jump the line upon arrival and get the next available table (they had an approximate time we wanted to be there).
Fast forward about three hours. We show up, hostess says it's a 45 min wait. I mention that we had called ahead, she says they don't do call aheads. I mention manager's name (which Amex had given me) and that she should have left a note for us. Hostess flips through her clipboard, scribbles something, waves someone over, and takes us straight to a table as it is being cleared.
Had a great dinner at a very fun establishment!
Concierge called me back about 20 minutes later saying they had called the restaurant and while there was no reservation, the manager had a note that we would jump the line upon arrival and get the next available table (they had an approximate time we wanted to be there).
Fast forward about three hours. We show up, hostess says it's a 45 min wait. I mention that we had called ahead, she says they don't do call aheads. I mention manager's name (which Amex had given me) and that she should have left a note for us. Hostess flips through her clipboard, scribbles something, waves someone over, and takes us straight to a table as it is being cleared.
Had a great dinner at a very fun establishment!
Mar 20, 2015, 8:33 am
#42
Join Date: Aug 2012
Location: Dreamland
Posts: 927
Had success in Orlando recently. Restaurant we wanted that night was no longer taking reservations on OpenTable, so I SMS'd Amex Concierge to see what they could do for our group of 8. We were at the pool and I didn't feel like calling myself (either the restaurant or Concierge). It was not a Fine Dining participant.
Concierge called me back about 20 minutes later saying they had called the restaurant and while there was no reservation, the manager had a note that we would jump the line upon arrival and get the next available table (they had an approximate time we wanted to be there).
Fast forward about three hours. We show up, hostess says it's a 45 min wait. I mention that we had called ahead, she says they don't do call aheads. I mention manager's name (which Amex had given me) and that she should have left a note for us. Hostess flips through her clipboard, scribbles something, waves someone over, and takes us straight to a table as it is being cleared.
Had a great dinner at a very fun establishment!
Concierge called me back about 20 minutes later saying they had called the restaurant and while there was no reservation, the manager had a note that we would jump the line upon arrival and get the next available table (they had an approximate time we wanted to be there).
Fast forward about three hours. We show up, hostess says it's a 45 min wait. I mention that we had called ahead, she says they don't do call aheads. I mention manager's name (which Amex had given me) and that she should have left a note for us. Hostess flips through her clipboard, scribbles something, waves someone over, and takes us straight to a table as it is being cleared.
Had a great dinner at a very fun establishment!
Mar 20, 2015, 8:39 am
#43
Used to be hamajicky
Join Date: Feb 2003
Location: ATL
Posts: 790
I asked them to make a restaurant reservation in Paris. They told me they couldn't do it because the restaurant doesn't take "third-party" reservations. I did a little research and found out that that is only true on the weekends. I texted them and said try again, the rule against third-party reservations is only on the weekends. Two days later, I had the reservation.
Glad I got it, but I kind of feel like they wanted to take the easy way out and say "sorry, can't help."
Glad I got it, but I kind of feel like they wanted to take the easy way out and say "sorry, can't help."
Mar 20, 2015, 7:37 pm
#44
Join Date: Oct 2014
Location: Miami
Programs: AA Gold; Hyatt Exp.; Hilton/Marriott Gold; CSR; Citi Prestige; Amex Plat, EDP, Gold, etc.
Posts: 58
I called several days before the reservation window opened for June and asked for help securing a reservation at noma on any of 3 consecutive dates. They wrote me a few hours after reservations opened to tell me they tried and were unsuccessful. In all fairness, Visa Signature concierge also failed to deliver. Fortunately, I got up in the middle of the night to take a whack on my own and was able to get a reservation. Seems all they did was have 1 person log in at the appointed hour like anyone else.
Mar 21, 2015, 5:51 pm
#45
Join Date: Jul 2008
Posts: 54
Haven't had great luck recently.
Went to Japan and asked for Sushi Jiro or Sushi Saito for any day within the 2 weeks that we would be there (this was over a month in advance). No luck (not really surprised). Asked for recommendations of similar quality and got recommendations that didn't seem great (both from reading reviews and from speaking to friends who live in Tokyo). So that was disappointing.
Went to Japan and asked for Sushi Jiro or Sushi Saito for any day within the 2 weeks that we would be there (this was over a month in advance). No luck (not really surprised). Asked for recommendations of similar quality and got recommendations that didn't seem great (both from reading reviews and from speaking to friends who live in Tokyo). So that was disappointing.