I have found the concierge services at the PHT to be somewhat lacking at times as well. One time I asked them to make a train reservation for me (using my railpass) and they insisted that I had to do this in person and had me walk to Shinjuku station. I didn't mind the walk per se, but I left feeling disappointed as many other hotels in Japan have routinely done this for me. Initially I thought that maybe JR policies had changed, but the Hyatt Regency Kyoto made train reservations for me a few days later and only charged a nominal fee for the service.

During the same stay at the Park Hyatt, my uncle came to really like the swimming buoys that are offered at the pool and wanted to purchase one. The concierge looked into this, but stated that regretfully the hotel could not provide a buoy for purchase and said we could try to go to the buoy company's Tokyo store and see if they had them in stock. We were about to leave for Kyoto and didn't have time to do that. Meanwhile, my uncle had done a simple internet search, found the buoy he wanted for sale online, handed the printout to the concierge at the Kyoto Hyatt and by the time we returned to the PHT 2-days later the buoy was already there waiting for us.

I don't think at a hotel of this caliber I should have to spell out exactly what has to happen to fulfill a simple request like this. At a minimum, they should have called the buoy store to check availability and also done a web search to find online stores that would ship the item.

What was described above with respect to luggage locks strikes me as similar in that the concierge didn't really appear to make any effort to go out of their way to fulfill a simple request. Go to Tokyu Hands, go to JR Shinjuku, go to X buoy store is a rather minimalist response to a request. In both cases, the Kyoto Hyatt did a much better job.