I've never really used a concierge much in the past, so am very green, and so I fully admit I could be unreasonable.

My wife and I will be travelling to Scotland next weekend. There is a "self-guided" tour for the location we are visiting, but it requires an order of a book. They can send internationally, but with the time frame, we're concerned it won't get to us prior to departure.

My next thought was buy it and send to the hotel, but I have had issues with using our credit card and shipping to an out of country address(ship to US address, CDN address card), so I wasn't sure that would be an option.

The hotel we have a reservation with had emailed us 2-3 weeks ago asking if they could do anything for us. It was they who gave us the website for this book. So I replied asking if, due to the concerns I mentioned above, would it be possible for them to order, and charge it to our room? This was all done via email, and they have our credit card information, so there is no way they would be out the cost under circumstances(and it's10 GBP).

The reply I received read: "You are more than welcome to pay for the book online and use our Hotel address so it can be shipped on time for you to receiveaddress). There is a �contact us� section where you can send a short enquiry but there is also a contact number I have found through a google search if you wish to try that phone number), (Mon-Friday 9am-5:30pm).

I hope this helps!"

Maybe I was making an unreasonable request, but something about the response just struck me negatively. I looked up some articles on concierges, and from what I have read, it doesn't strike me as too much, but....willing to hear thoughts.

(For the record, I have a asked a few questions, and have had one reservation made at the hotel restaurant in the emails that have been exchanged. I don't feel like I have been a overbearing requester to this point.)

(1) Which hotel? The hotel matters. If you're staying at a Hilton, you shouldn't be surprised...or posting on the Luxury Thread, I'm sorry to say. If you're staying at the Waldorf Caledonian, you now know why so few of us herein think much of most WAs. If you're staying at the Balmoral, I'd be very surprised! Again, it helps to identify your hotel; those who don't identify the hotel tend to create more issues about that.

(2) Don't complain to us; complain to the head of the concierge service or to the GM. Explain your dissatisfaction and ask for better treatment/more responsiveness.

(3) Do understand that some hotels do not accept credit card info as part of security protocols. I've encountered this occasionally when trying to confirm reservations at high end restaurants. Once, the Imperial concierge was unable to even receive the credit card form I sent via email to him because the hotel server blocked it as per SPG policy! (Of course, the Imperial concierge then used his own card, showing true luxury service...)

(4) What is this specific "location" about which you are asking?

It's actually not a Hilton(of any label), as where we will be there really isn't a Hilton option. And this probably wouldn't be a luxury hotel, I just really wasn't sure where to post. When I googled it led to a thread in this forum, so I figured this was as good a place as any.

When I asked a question about the hotel, they indicated they are a "boutique" hotel, if that gives any further context.

Noted re: the CC info. That could be a bit of an issue.

We are planning to stay at the Caledonian the second week we are there, though. Interesting. Actually looked into different hotels, but apparently Edinburgh is completely booked up.

ETA: At this point, I'd rather not out the hotel just yet. I have to figure that any hotel that has a concierge that reaches out to guests a month before their stay either finds this reasonable or not, and if I'm not being unreasonable, then they shouldn't have a concierge.

Your call...but if the hotel isn't a luxury hotel, this isn't the appropriate thread. Luxury hotels have very different expectations than other hotels. I'd say you are being unrealistic in wanting more from a concierge at a non-luxury hotel that isn't too pricey. Order the darn book express and be done with it already.

P.S. Not outing a hotel usually means that the parameters you describe or you, yourself, are part of the problem. In this case, if it isn't a luxury hotel, I'd say you are part of the problem with outsized expectations for a concierge based on a very average room rate. If you want more personal service, you have to pay for it.

can try talking to higher level staff/manager, and can ask if there is option for some additional fee

only very top 'luxury' properties and especially independent ones really consistently (and easily/smoothly) deliver on these kinds of personalized services, and there can be procedural issues at most 'luxury' hotels

Since this is not about a luxury hotel (in which case the response you got is not surprising to me btw), I am going to move this to TravelBuzz where it will be seen by a larger group.

I might also note that a lot of the added value from Flyertalk can only be seen when you choose to name names, it alerts members with direct relevant experience.

RichardInSF, moderator, luxury hotels

First, unless you are staying at a truly high-end property where you are a well-known customer or you have been booked by a TA who does a lot of business with the property, I cannot imagine even an upscale property giving you what amounts to a cash advance and paying for goods and services in advance on your behalf. This is particularly so because there is no need of it.

Second, order the book using your C$ credit card and have it shipped to your attention at the property. Usually there are enough address lines to include one which is something such as "Arriving Guest on May XX". You will have paid for the item, it will arrive in-country and presumably the front desk / mail room will have it for you on arrival. If you are concerned about your particular credit card, call the tour company and confirm that they were able to process the transaction.

Third, contrary to your assertion, I read and then re-read the concierge's response two more times. There was nothing even remotely rude or even off-putting about it. It was, in fact, a very nice way of saying "no" which was the correct answer for someone staying at what you have told us is not a really high-end place where you have a long-time relationship.

Unfortunately, these sorts of things are the consequence of using email rather than the phone. If you have a misunderstanding, you clarify it on the spot.

Ok, so I wasn't being realistic. Good to know. Thanks. As I said, I have no idea what is or isn't realistic, so this helps.

Ok, but since I basically quoted an email, I've pretty much named myself if this hotel reads forums for this kind of thing. I have an upcoming stay, not a stay that was passed. I don't want to be on the crap list for questioning something.

But ok, I'm the problem for not outing the hotel.

I'd suggest you try again to place the order and have it shipped to the hotel's address. I've done it several times using Amex and Amazon, and have never encountered an issue. When addressing it, I'd suggest something like

First name: Joe
Last name: Bluefan75 (Guest June 1 to June 8)
Address: c/o Hotel
Street
City, etc.

Took me a few tries, as the screens kept updating every time I put one country or another in the system. But it appears to have worked. So hopefully they can actually deliver it there. But it was certainly not an easy process.

many independent (may be lux/upscale or not) properties will do this stuff
could try speaking with someone at the book(etc) seller/publisher as well
but even then will depend on who one is talking to (manager/owner/etc)

in this case "boutique hotel" seems to be under very large parent company

concierge services (not hotel) can sometimes help facilitate complex issues

I've had good luck with low-end family run places doing that sort of thing with small value items, typically food related. E.g. - I'm arriving late, can you run across the street and pick up X for me before the store/restaurant closes and charge me?

right, while one would think upscale might be more willing, but when "chains" become involved standard operating procedures can become more complex and sometimes restrictive

OP: just wondering, could you not phone your CC company and request a temporary mailing address or contact address be added so that you can ship items to a place that's not your normal billing address or residence? It's a drastic measure and you'd probably need to remember to take it off after the ordering but if you are desperate (in the future) it's a possibility.