I also have mixed feelings about this. I used it twice so far and one time the service was spot on and the other time a complete miss. Requests such as extra pillows and towels were honored both times but one time I requested the roll out bed and it was not waiting in the room when we checked in although it was confirmed through e-Concierge. The other time I requested the dinner reservation and transportation and both were arranged as expected. I will give it a try a few more times before I make my final judgment about this.