Unhappy with Personal Platinum Concierge
Aug 19, 2002, 1:25 pm
#1
Original Poster
Join Date: Jun 2002
Location: Chicago: UA 1K, Starwood Platinum, Hertz 5*
Posts: 59
Unhappy with Personal Platinum Concierge
Ok...I know this is unusual (most people love their personal concierge), but I am truly unhappy with mine. I really haven't used mine for much, but over a week ago, I sent a couple requests via email (all in the same message). The requests were:
1. A simple reservation change
2. Information about purchasing tickets for the Alcatraz tour in San Francisco
3. Recommendations about wineries to visit in Napa Valley and directions to Napa Valley.
Request 1 was completed right away. I hadn't heard a response about request 2 or 3 after a couple days, so I followed up and was told that they were still be worked on. Today, I finally heard back with basically no information. Was told that if I provide a fax number they will send me a credit card authorization form that needs to be signed and they will purchase the tickets. No mention of price, days available, times available, etc.
As far as Napa Valley, I was told to talk to the concierge at the hotel.
Since I hadn't heard back in over a week, I did the research myself last weekend and found the information I needed.
If all my concierge can handle is simple reservation changes, I am better off doing it myself over the web or just calling the 800 number!!!
Anyone have similar experiences where the personal concierge was not useful?? Is it worth it to try to get a different personal concierge? If so, anyone have any suggestions on how I change (or who I should change to)??
[This message has been edited by United1KChicago (edited 08-19-2002).]
1. A simple reservation change
2. Information about purchasing tickets for the Alcatraz tour in San Francisco
3. Recommendations about wineries to visit in Napa Valley and directions to Napa Valley.
Request 1 was completed right away. I hadn't heard a response about request 2 or 3 after a couple days, so I followed up and was told that they were still be worked on. Today, I finally heard back with basically no information. Was told that if I provide a fax number they will send me a credit card authorization form that needs to be signed and they will purchase the tickets. No mention of price, days available, times available, etc.
As far as Napa Valley, I was told to talk to the concierge at the hotel.
Since I hadn't heard back in over a week, I did the research myself last weekend and found the information I needed.
If all my concierge can handle is simple reservation changes, I am better off doing it myself over the web or just calling the 800 number!!!
Anyone have similar experiences where the personal concierge was not useful?? Is it worth it to try to get a different personal concierge? If so, anyone have any suggestions on how I change (or who I should change to)??
[This message has been edited by United1KChicago (edited 08-19-2002).]
Aug 19, 2002, 1:48 pm
#2
Join Date: Apr 2001
Location: West Coast USA
Programs: UA GS/4 MM, AA Exec Plat, Lifetime Hilton D, Hyatt G, Marriott Titanium earned Ambassador
Posts: 7,553
I have been a P since the beginning of
Starwood. I hear about this concierge stuff
but know nothing. If I needed how would I
get? Am I eligible? Does Starwood use some
secret communicator to tell you about your
concierge? Thanks
Starwood. I hear about this concierge stuff
but know nothing. If I needed how would I
get? Am I eligible? Does Starwood use some
secret communicator to tell you about your
concierge? Thanks
Aug 19, 2002, 1:56 pm
#3
Join Date: Jan 2001
Location: LON
Programs: AA PLT (2MM), BA Bronze, SPG LT Gold
Posts: 149
With all due respect, don't you think you are expecting a little too much from the Starwood Program in this instance?
Request #1 was certainly valid and it was taken care of with dispatch. The other two requests, however, probably didn't rate too high on the priority scale with your concierge and as a consequence it took much longer to receive any kind of answer. Having worked in a phone center myself in the past I would imagine they probably have a phone shift that is several hours long - each day. Whatever time they have left after the phone shift can then be devoted to handling personal requests from customers. Who knows how many email requests they have to answer a day? Probably a lot more than you or I would like to handle. In this case, those requests like reservation changes are handled quickly and those that are somewhat "above and beyond the call" are put off to a time when that person has the bandwidth to look into your special requests.
IMO, I don't think a change of concierge would see much of a change in service regarding your requests. The problem was not with the concierge, it was with your expectations.
Request #1 was certainly valid and it was taken care of with dispatch. The other two requests, however, probably didn't rate too high on the priority scale with your concierge and as a consequence it took much longer to receive any kind of answer. Having worked in a phone center myself in the past I would imagine they probably have a phone shift that is several hours long - each day. Whatever time they have left after the phone shift can then be devoted to handling personal requests from customers. Who knows how many email requests they have to answer a day? Probably a lot more than you or I would like to handle. In this case, those requests like reservation changes are handled quickly and those that are somewhat "above and beyond the call" are put off to a time when that person has the bandwidth to look into your special requests.
IMO, I don't think a change of concierge would see much of a change in service regarding your requests. The problem was not with the concierge, it was with your expectations.
Aug 19, 2002, 2:05 pm
#4
Original Member
Join Date: May 1998
Location: los angeles
Programs: Hyatt Courtesy card. Delta 2MM Diamond. AA platinum pro
Posts: 1,898
What bassque said, and my experience has been,is that the concierges are good for reservations, and not much more.
My questions,even about reservations, were answered by telling me to call the hotel.
I haven't used them since.
My questions,even about reservations, were answered by telling me to call the hotel.
I haven't used them since.
Aug 19, 2002, 2:08 pm
#5
Join Date: May 2001
Location: San José, California
Posts: 792
Amigo,
Always call the hotel and ask the hotel's concierge about things of a local nature.
Someone on a 1-800 number is probably a few thousand miles away and won't be as efficient.
If you want to arrange for flowers and balloons and 100% Colombian Coffee in your room, the Plat Concierge might help since it involves the hotel.
Always call the hotel and ask the hotel's concierge about things of a local nature.
Someone on a 1-800 number is probably a few thousand miles away and won't be as efficient.
If you want to arrange for flowers and balloons and 100% Colombian Coffee in your room, the Plat Concierge might help since it involves the hotel.
Aug 19, 2002, 2:12 pm
#6
Original Poster
Join Date: Jun 2002
Location: Chicago: UA 1K, Starwood Platinum, Hertz 5*
Posts: 59
bassque...I really do not think I am asking too much. Starwood promoted the platinum concierge as one place for all needs, including dinner reservations, theater tickets, etc. I have heard of people on this board that have used the concierge for things similar to me (i.e., Tickets to tourist attractions, dinner recommendations/reservations, finding babysitting services, and others). The items I asked for should not have been difficult to find.
As far as your mention of the concierge being too busy to handle personal requests. Based on what I know, it is my belief that requests (such as mine) are sent to someone that does not answer phones all day. Someone or a group of people specialize in fufilling these "personal" requests.
If others think I am asking too much, I would be interested in hearing what I should be using my personal concierge for, or if he/she should be used solely for hotel reservations.
As far as your mention of the concierge being too busy to handle personal requests. Based on what I know, it is my belief that requests (such as mine) are sent to someone that does not answer phones all day. Someone or a group of people specialize in fufilling these "personal" requests.
If others think I am asking too much, I would be interested in hearing what I should be using my personal concierge for, or if he/she should be used solely for hotel reservations.
Aug 19, 2002, 3:13 pm
#7
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,644
I have had 4 concierges during the history of SPG - 3 were outstanding and one was marginal. I know he may be reading this, but he didn't do anything specifically wrong, nor did I really ask for much from him. The other 3 really have seemed to go above and beyond. Unfortunately, 2 of them worked in SLC. I really like my current concierge, who I simply asked, upon receiving excellent customer service on a random call, said basically "I don't have a concierge anymore..." The rest is... well, it isn't history, as its continuing excellent customer service 
Aug 19, 2002, 3:18 pm
#8
Join Date: Jul 2001
Posts: 941
Good question actually – I’ve never seen a clear description of the Concierge service (but I didn’t really look that much )
Having said that, I think you’re asking for a bit much.
From my experience, I’ve had excellent service from my Plat concierge (who left recently, so just called one of her colleagues and had equally good service), for requests concerning hotel stays. With regards to more complex requests related to the trip itself, I tend to use Amex or the hotel (especially if a Clefs d’Or concierge).
I would find pretty amazing if Starwood were providing a full concierge service for what amounts to a free service (Platinum is indeed reached by staying at Starwood hotels, but not paid for).
It’s an excellent service for reservations and trip arrangements and has the added benefit of efficient interaction with the properties.
)Having said that, I think you’re asking for a bit much.
From my experience, I’ve had excellent service from my Plat concierge (who left recently, so just called one of her colleagues and had equally good service), for requests concerning hotel stays. With regards to more complex requests related to the trip itself, I tend to use Amex or the hotel (especially if a Clefs d’Or concierge).
I would find pretty amazing if Starwood were providing a full concierge service for what amounts to a free service (Platinum is indeed reached by staying at Starwood hotels, but not paid for).
It’s an excellent service for reservations and trip arrangements and has the added benefit of efficient interaction with the properties.
Aug 19, 2002, 3:46 pm
#9
Join Date: Jun 2002
Posts: 5,284
Whether United1kChicago has high expectations or not (I don't think so) the Conceierge could have put a quick note on the 1st email saying the best avenue is to contact the hotel concierge and here is an 800# (if available) or the local #. Saying something along the lines of "they are the local experts and might even be able to suggest other things that may intrest you and your family" could have solved this quickly and made the guest to feel that they were being given the best possible information for their trip. It may have even come across with a "hint" of thinking ahead for the guest to open other sight seeing options not thought about.
That being said, we hate it when it happens to us, but sometimes we all drop the ball once in a blue moon (or more often) when servicing customers.
That being said, we hate it when it happens to us, but sometimes we all drop the ball once in a blue moon (or more often) when servicing customers.
Aug 19, 2002, 3:51 pm
#10
Guest
Posts: n/a
You are better off calling the hotel for the hotel conceirge you will be staying because you are basically have Conc-Hotel-You where a step could be missing in the translateor you might blame the concerige for bad advice when she is asking the hotel concerige for info. This way if you have other questions you could ask those as well.
[This message has been edited by mypriceline.com (edited 08-19-2002).]
[This message has been edited by mypriceline.com (edited 08-19-2002).]
Aug 19, 2002, 4:10 pm
#11
Join Date: Mar 2001
Location: Los Angeles
Posts: 232
For what it is worth, I have had the Platinum Concierge make dinner reservations for me in Paris. I think the concierge called the Prince De Galles (Starwood Hotel in Paris) concierge to get recommendations, and then wend ahead and made them for me. I was pleased with the restaurant recommendation, and I think the Platinum concierge did a great job about getting everything arranged in a timely manner.
Aug 19, 2002, 4:11 pm
#12
Join Date: Nov 2001
Location: Irvine, CA
Posts: 184
United1KChicago: I don't think your expectations were off. I've been very pleased with my Plat Concierge and I would have asked the same things of her. #2 and #3 are the types of things I mainly use my Concierge for nowadays (ie arranging a hot air balloon ride, getting tickets to a sold out event, making dinner reservations at a nice restaurant, etc). For requests like #1 I end up using the regular Plat line most of the time.
Maybe you can request a new personal platinum concierge.. good luck!
Maybe you can request a new personal platinum concierge.. good luck!
Aug 19, 2002, 4:39 pm
#13
Join Date: Feb 2002
Location: Bay Area, CA
Posts: 731
For what it's worth, you can try looking up www.sftours.com or if you'd like a more tailored tour or concierge, I like Les Concierges in SF. They can pull off some amazing things if you need something a little off-beat or need an obscure item.
As far as the Platinum Concierge service offered by Starwood, I haven't had real success with getting tickets or reservations for exclusive dinners (i.e.- Taillevent or Grand Vefour in Paris, "Producer" tickets in NYC), but the concierge on site is usually helpful or old-fashioned email sent directly to the restaurant delivered the best results yet.
I live in SF area and if you tell me what you're looking for, maybe I can offer some help?
As far as the Platinum Concierge service offered by Starwood, I haven't had real success with getting tickets or reservations for exclusive dinners (i.e.- Taillevent or Grand Vefour in Paris, "Producer" tickets in NYC), but the concierge on site is usually helpful or old-fashioned email sent directly to the restaurant delivered the best results yet.
I live in SF area and if you tell me what you're looking for, maybe I can offer some help?
Aug 19, 2002, 4:50 pm
#14
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
United1KChicago, I had the Platinum Concierge department head look into your situation and it seems we did the best we could under the circumstances.
Some requests take a little longer than others depending upon what the request is and the hoops we have to jump through are. Then if a hotel fails to respond to us in a timely manner, what is better? Should we continue to be ignored by the hotel or give you the number to the hotel's in-house concierge so you can get the information in a more timely manner on your own?
I apologize if some of the behind the scenes stuff was not outlined to you, but I am sure your concierge was trying to not make the hotel look bad (by saying they were not responding) and get you the answers without making a big deal out of it (by asking you to call the hotel's concierge on your own).
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Some requests take a little longer than others depending upon what the request is and the hoops we have to jump through are. Then if a hotel fails to respond to us in a timely manner, what is better? Should we continue to be ignored by the hotel or give you the number to the hotel's in-house concierge so you can get the information in a more timely manner on your own?
I apologize if some of the behind the scenes stuff was not outlined to you, but I am sure your concierge was trying to not make the hotel look bad (by saying they were not responding) and get you the answers without making a big deal out of it (by asking you to call the hotel's concierge on your own).
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Aug 19, 2002, 4:59 pm
#15
Join Date: Oct 2001
Location: From: PWM
Programs: United GS, Fairmont Platinum,SPG LTPlat, Hilton Diamond, MarriottGold..like the rest of the world
Posts: 4,401
Chicago --
It makes me a little angry to read all the posters who are quick to tell you that your expectations were off. This is a classic case of travel industry reality not fully living up to the marketing behind it. I, too, have been SW PLAT since its inception and have never used the service since I enjoy the research myself.
However, Starwood certainly does tout this business of personal liaison who can address your every whim. If they are not prepared to back that up 110%, then I say kill the marketing.
All of us who fly know how increasingly inane the airline marketing is getting in terms of the "amenities" we Platinum travellers are "entitled" to. It's a joke with them. With Starwood, it's a disappointing surprise. I'll hope you were the exception to the rule.
It makes me a little angry to read all the posters who are quick to tell you that your expectations were off. This is a classic case of travel industry reality not fully living up to the marketing behind it. I, too, have been SW PLAT since its inception and have never used the service since I enjoy the research myself.
However, Starwood certainly does tout this business of personal liaison who can address your every whim. If they are not prepared to back that up 110%, then I say kill the marketing.
All of us who fly know how increasingly inane the airline marketing is getting in terms of the "amenities" we Platinum travellers are "entitled" to. It's a joke with them. With Starwood, it's a disappointing surprise. I'll hope you were the exception to the rule.