When my “pre-arrival” email showed up yesterday from the hotel, I realized I hadn’t done any research for the weekend trip.  So I clicked the “concierge” button and was taken to the hotel’s standard internet site with attractions listed.  There wasn’t an email link anywhere to contact the hotel other than the General Manager’s “contact me if you need assistance” so I sent her an email to forward to the concierge team.  Yes, I could have called the hotel directly and asked to be connected to the concierge desk but was being lazy and figured email should suffice.

A day later, I received a note from the concierge with a list of restaurant names (no descriptions), a few bakeries and delis in the area that I inquired about.  Sending a thank you, I further queried the concierge on which of the restaurants on the “hotel approved list” she has personally eaten at and were appropriate for a solo diner.  She skirted the question saying that they are all good for solo diners as they have a bar to sit at or be seated at a table.  Not quite a good answer for me – basically without saying it, she hadn’t eaten at any of the recommended restaurants.  I know for a fact that a few listed are not “solo friendly” as you may be in a sea of romantic couples or in between businessmen on expense accounts trying to out drink each other.

Is it too much to ask that the concierge have tried each of the restaurants they are recommending so that they have first hand knowledge if questions arise?  It’s not a hard question – what is your favorite restaurant in the area?  Should they not go the extra mile and provide descriptions of the restaurants to make them stand out. I noticed that Davio’s (one of my favorites in Philly) was listed by name under Italian with price range.  I would have listed it under Italian with the following description

Davio’s – an Italian Steakhouse with dry aged steaks and handcrafted pasta made fresh daily.  With an impressive wine list and signature dishes like “Gnocchi in Truffle Oil, Angel Hair Pasta and a Porterhouse Steak”, Davio’s serves up many tempting foods.  They also have a Gluten Free menu and can accommodate food allergies.  You’ll need to plan the meal accordingly to save room for the homemade desserts.

I’ve been getting more and more grumpy when I arrive in a new city and I know more about the city than the concierge team.  I’ve done research, read blogs, reached out on social media to locals, etc.  Sadly, so many concierges just want to whip out a map and draw you directions or search OpenTable for you.  I’ve noticed a decline in the professional, accredited concierge (Les Clef d’Or  – wearing the crossed gold keys on their lapel) and a shift to having the front desk staff interchange positions. Why are they not telling me about the food tours?  the Street Art tour?  Restaurant Week? Pay What You Wish Night?  etc.  There are so many ongoing events in the city that they shouldn’t run out of ideas and yet, they do.  There seems to be a rote list of what tourists want to do and that’s what’s often spoon fed without question.  That’s why I love travel blogs to tell me what the concierge is not.

So while there are many concierges and teams out there just providing basic maps, recommendations and tours, there are a few diamonds scattered around the world, surpassing all expectations and reminding me that good concierges/teams do still exist to WOW the guest and make the stay memorable.

Here are a few of the Concierges (so far) that have made good impressions –

Peninsula Chicago – They made everything easy without question. The information sent pre-arrival was descriptive and relevant to my query. I was given the concierge’s mobile number to call while I was out if I needed anything. Each day, they sent out a daily paper listing all the activities in the hotel and things to do – a bit like the daily call sheet on a cruise.

Hotel Vintage Plaza, Portland, Ore – with only a few emails and a throwaway comment, I was totally surprised by the personal touches.  The concierge stayed late to welcome me with a packet of suggestions that she mapped out and coded.  She also went to Voodoo Doughnuts and had two doughnuts waiting in my room (a great treat after a long flight).

Palmer House Hilton, Chicago – one concierge, Robert, was fabulous during my stay. With the gold keys on his lapel, he was everything a concierge should be.  I didn’t quite love the hotel or my no view in room 8156, but Robert definitely made my stay and exploration of the city much better.

W New Orleans – most of my contact was by email with Elijah. As I arrived the day after Mardi Gras, Elijah was off for a few days and the GM helped me.  Their suggestions were spot on (a local diner, a hidden gem (Sylvain), etc.) and made the most of my free day in the city during a conference with a garden/cemetery tour.

Hotel Pulitzer, Amsterdam, Facebook Page Only (my on site experience was dismal)  The Facebook page listed attractions, restaurants, things to do which were so helpful in planning my trip and how I found out about the private boat tour of the canals.

The Henry James Art Hotel in Hobart, Tasmania has a comprehensive web page listing all the available options during your stay.  It’s hard to have questions of what to do in Hobart after perusing their website.

The Four Seasons, Philadelphia concierge team – I can’t forget a bit of local Philly love.  They are active on social media and provide great recommendations to guests that are quite bespoke.  Over the years, I’ve used them for guests, clients and myself and they are stellar. The hotel is closing in June (will reopen in the new Comcast Center in 2017) leaving a gap in the hospitality arena that will be tough to fill.

So do you have a favorite concierge and/or concierge team from your travels?  

What do you expect of the concierge when you travel?