Marriott Rewards (including Ritz-Carlton) - Virtual Concierge

When I receive this email (I'm platinum) regarding an upcoming stay and I make a few requests, do they actually listen or read these comments???

Or ...


Am I better off calling the actual Concierge at the hotel?


CSBM

When I receive this email (I'm platinum) regarding an upcoming stay and I make a few requests, do they actually listen or read these comments???

Or ...


Am I better off calling the actual Concierge at the hotel?


CSBM

I've only responded a few times. I have always gotten a personal response.

I have had good experiences using the virtual concierge

They read the comments and are usually quite prompt with any requests.

I've had great luck with the virtual concierge.

I've also had good luck w/ the virtual concierge, and get personal responses.

Cheers.

Used it for the JW Ihilani and got a great response; used it for the St Kitts Marriott and received no response whatsoever (nor were requests fulfilled).

I think it is hit or miss depending on the property. Sometimes an email to the GM or front desk manager can get more personal attention, but that also depends on the property.