What to Do When

Itinerary

You want to make dining and activity reservations

The hotel concierge is your go-to for on-site and offsite activities and reservations. Many hotels also now offer online activity booking. You’ll reserve in one or both of these ways.

Concierges often have established relationships with restaurants, theaters, and attractions. They keep track of your itinerary and can help you troubleshoot issues should they arise.

VIP

You’re worried the hotel won’t have your amenities recorded

Your VIP amenities are attached to your reservation automatically when we book, so there is nothing extra you need to do.

However, I do recommend you clarify how to use the benefits at check-in. For example, ask which restaurant serves the included breakfast and how it works, so you know what to charge to your room.

Tech

You use the hotel app (if available)

Please download the hotel app and check that your reservation is loaded so you can manage your reservation. Some hotel apps, like Four Seasons, allow you to begin chatting with the hotel and concierge team as soon as your reservation is linked. With Marriott, chat usually opens once you have checked in, though it varies by hotel.

Arrival planning

You want to check in early

If your arrival time is earlier than standard check-in time (usually 3 or 4 p.m.), we should let the hotel know so that they can try to prepare your room for early check-in. VIP guests get priority for special requests like this. That being said, early check-in is subject to availability.

If you haven’t yet provided your arrival time, you can let us know or let the hotel know through their app or concierge if you are already in communication with them.

Arrival planning

You want to store bags if your room isn’t ready

Go ahead and leave them with the bellman. The hotels we book you into will store your bags if your room isn’t ready. There is no cost for this other than if you feel compelled to tip your bellman.

Transportation

You are driving: understand parking fees

The cost of parking is not usually included unless specified in your rate. You’ll want to understand the parking options (valet, self-parking, or both) and whether electric car charging is available. This information is usually on the hotel website, or feel free to ask us or the concierge.

Transportation

You are flying and need airport transfers

If you haven’t already arranged airport transfers, the concierge is your go-to. They will need your airline, flight number, and arrival times. They will also track your flights for delays, but please let them know if you’ve had a change in flight numbers or a significant arrival time change. The hotel can usually arrange car seats for your transfer.

Reservation

You want to change or cancel your reservation

Please let us know if you want to cancel or change your reservation. Also, let us know if you happen to do either directly through the hotel so that we can adjust our records.

Kids and pets

You decide to bring: extra kids or pets

Let us know so the hotel can place you in a convenient room if possible. There also may or may not be a pet fee.

Check-in

Your room isn’t ready

The hotel will store your bags, and most hotels let you use the pool and other facilities while you wait.

In the unlikely event that your room isn’t ready until significantly after normal check-in, please let us know, and we can help you talk to the hotel.

Check-in

You check in with the app and bypass the front desk

Unless there is a line or you’re in a hurry, I typically don’t recommend skipping the front desk. Your personalized check-in is when staff typically explain your benefits.

I recently tested this at a Waldorf Astoria. I had booked myself as a Hilton for Luxury guest, so I already knew my benefits, but because I skipped the front desk I never received a welcome letter.

If you skip the front desk, call down to clarify how and when to use your VIP credits. If they have a letter for you, they can send it up to your room (and slip it under the door if you have the Do Not Disturb sign on).

Check-in

You want to change your room

You wish to upgrade your room category: Ask the front desk whether any rooms are available for an upgrade. The supplement for the upgrade can be paid at the hotel. Should you have any issues, please contact us.

There is an issue with your room: If something is wrong with your room, call the front desk and ask them to fix it or move you. Whatever the outcome, let us know, so we can raise it with the hotel and help keep it from happening again.

Reservation

You want to extend your stay after checking in

The front desk staff handles checked-in reservations. You should be able to shorten or extend your stay directly through them. They’ll sometimes ask you to contact us instead, and we’re happy to help.

Itinerary

You want to change your dining and/or spa reservations

The concierge can change or cancel dining reservations, and the spa handles changes to spa appointments. You can call either one from your room, or message them in the hotel app if the hotel has one.

Security

An item is missing from your room

We recommend leaving valuables at home. If you do bring them, use the safe in your room (and set an alarm to remind you to remove all items).

If anything goes missing from your room, notify the front desk immediately and ask them to help you file a police report. If you have insurance on the item, you should file the claim as soon as you realize the loss.

Accounting

You see an error on your folio (final bill)

Ask the front desk to correct it before you check out, since they can adjust your folio on the spot. If you notice it after you get home, send it to us, and we can help you raise it with the hotel.

Security

You leave an item at the hotel

Hotel security keeps lost and found items from hotel rooms and around the hotel. There are fairly strict protocols for returning items to guests, so be prepared to pick up the item or pay to have it shipped to you.

You should call the hotel immediately to report your lost item and see if they have found it.

Survey

You want to let us know about your stay

We want to know everything, positive and negative. We will send you a survey a day or two after you get home. Please let us know what you thought about the hotel, nearby activities, or anything else you want to share.