Great article, thanks. The concept of outsourced concierges is one thing, and not necessarily a negative. Also, concierges (outsourced or not) getting kick-backs is one thing; I certainly accept that.

But to be charged for a concierge service -- especially at a Park Hyatt, and especially without it being disclosed, and especially for such routine services as the ones that you were charged for -- is outrageous. I would recommend that you complain to Hyatt management. Please let us know what happens!