I’m looking for feedback on whether I need to temper expectations or request a new concierge.

I’m at the PH Paris now, and was told their spa is closed. At check-in I learn it’s not (there’s just modified hours and services).

I’ve also had issues with points posting correctly (who hasn’t), but my concierge’s initial reaction is almost always “if it didn’t post it didn’t qualify”, rather than researching.

E.g., services at the HR Kyoto spa didn’t post, so therefore it mustn’t have qualified. Only after pushing did she research and resolve the issue (in my favor).

For reference, I spend 100+ nights and spend $30k+, and really just want a reliable source of information.

Is this normal or should I request one of the above mentioned concierges that goes a bit further with their service?