Originally Posted by joachimm

Is it possible to switch to a different Concierge?

I recently cancelled a non-refundable award booking and got an extraordinarily large cancellation fee, which I wasn't expecting. I asked if my concierge could contact the hotel to see what my options were and maybe smooth things over. She wrote back and said a refund is not possible due the event at that time (that I am no longer going to). It's about 2 months away and the room was immediately rebooked.

I then emailed the hotel and they apologized for the mistake and reversed the charge.

Basically I've lost confidence in my concierge and won't use them much going forward. I'm sure this is a common complaint, but is there anything to do about it? Drop down to Explorist for a year and hope to get a different one after requalifying for Globalist?