Last month I was traveling to a city I didn't know. I asked the hotel about a shuttle from the airport to the hotel. The Front Desk Manager said there wasn't one but he could book me on a commercial sedan service for an additional fee. I checked with the belldesk and he too wanted to book me on a sedan service. Smelling a kickback, I checked online but since I didn't know the layout of the city, I couldn't tell which area my hotel was in. I contacted the Platinum Concierge, they sorted everything out, booked me on a shuttle for $18 instead of a sedan service for $120. I am sure they have done bigger things for others, but that helped me.
R.