Is this solely intended to sell us overpriced room service items? Most of the other check boxes are for things already contained in our on-line profiles (extra towels, etc.). There also is a section where you can type in comments, but I've never found it to be very helpful.

Recent Example:
I have an upcoming reward stay at a resort property. Yesterday, I sent the VC form, requesting early check-in (2 hours, corresponding with the time my flight is landing) and a map of the walking trails adjacent to the property. Today, I got an e-mail, telling me that I can find out if early check-in is available after I arrive and that I can pick up a map after I arrive by walking over to the concierge desk (taking the "virtual" out of "virtual concierge"). The message also offers to make restaurant reservations, but I didn't check that box and already made my own reservations at one of the hotel restaurants through the opentable link on the hotel's webpage. The remaining 90% of the e-mail provides general information about the property, which is useless to me since I've already been there 5 times. So, essentially, sending the VC form was pointless.

I've always thought these were useless. I never responded as I assumed I would get some useless message like the one you received. "Thank you for your message. Please call the front desk on your arrival date to inquire about an early check-in."

Well, sounds 'virtually' useless....

I've used it as a good kick start to get the conceirge's email address - then I make my requests after they email a confirmation of the things I've requested (food in room, early arrival etc).

To be fair I find it useful, but, that's because I prefer to send an email/text request rather than ringing the property directly

However - I think you're right, for the most part the options are worthwhile unless you want something special!

I used it once when going to Singapore since I learned in KL that a lot of building sites were around the hotel. Using the form I could ask them to find me a room as high and as far as possible from the noise.

So indeed, except if you know the hotel and have a favorite room, or if you know of strange things going on around the hotel, that form is useless..

It depends on the hotel. At some, it seems that the VC e-mail isn't even read by anybody. At others, it has been the key to unlocking true pre-arrival service.

And of course, at those places where I have wanted champagne and chocolate-covered strawberries (or whatever) in the room, it was a convenient way to request that.

A year or two ago, I had a reservation at the Bethesda Marriott for a week to attend a course there and got one of these 'virtual concierge' emails. I replied that I would love to be upgraded to the concierge level if space was available, but as a lowly Silver, I never thought I'd get upgraded. Sure enough, the concierge sent me a nice reply, telling me that I had been upgraded (at no additional cost, they honored my original rate, which was the gov't rate). I was very surprised, and always make the same request now, but have never had success after that time.

AGS

Sounds about like one's chances for getting a room upgrade upon arrival. You make a gracious and kind request and hope that you have a FD agent on the other side who feels like (and is empowered to) do something nice for you. What are the chances of that? Seems like a long shot from the anecdotal evidence I have and that I have read here on FT.

Actually, a silver elite getting upgraded to the concierge level at all is a very nice, unexpected, and (according to the T&C of the program) unnecessary thing for a hotel to do. Rather than complaining about when it doesn't happen, how about focusing on the times it does (as the OP did in his post)?

I used VC only once and requested extra pillows. When I checked in and went to the the bed was already loaded with pillows, as I requested, but it was a dog of a room. So, now, I don't request anything of that sort until I get into the room.


Bobette

I was told by a REN Manager that this and any other preferences in your profile will backfire if an upgrade is your goal. Even a bed preference as they try to fill and put these items in your room beforehand and are reluctant to make changes. And her property (Tampa REN) really had nothing to offer as far as upgrades go except a room on the club level. They will assume a PLT wants a King Bed.

Certainally my club level requests in the past via comment and VC are usually ignored.

Just passing this along, service at this property is always hit or miss.

Was I complaining? I said I was surprised to get it and didn't expect it. I don't complain about it when it doesn't happen. I still request it, but why not? What have I got to lose?

I agree 100% that it was very nice, unexpected, an unnecessary.

AGS