Many hotels (and cruise ships) have concierge-level service, but the services are not all identical. Besides the different names they are given— from “club floors” to “executive level”—they are also inconsistent in amenities as well as pricing.
Concierge floors differ not only from chain-to-chain, but also within chains—from property to property. In my experience, some of these services are worth the surcharge while others are not. And the surcharge can be quite high.
Call the hotel and ask to be connected to the concierge floor to find out ahead of time what it offers and make sure the service justifies the extra expense. Don’t be afraid to ask questions! Believe me, if you can’t get answers on what amenities or services the concierge floor provides, then it isn’t worth the extra cost.
Here are a few of those questions:
1. Is there a private check in? Does that matter to you? For example, The Venetian in Las Vegas checks you in and out of the concierge floor, which is very convenient. As anyone who has been in Las Vegas knows, the lines to check in and out can be atrocious!
2. What hours is the concierge lounge open? On a recent trip, we discovered The Westin Resort & Spa, Puerto Vallarta’s club floor refused to let us inside even thought we were not even a minute late. Make sure that the hours of operation are compatible with your travel schedule. Do the hours differ on the weekend? When I’m on vacation I do not want to get up early just to have breakfast and I don’t like to pay for services I’m am not able to use.
3. What about the food service? If they say they offer a continental breakfast, ask what that means. Does the menu change daily, or is it the same every day? Most concierge floors will tell you they do not provide a meal substitute. Some of the meals are glamorous, like those offered at The Ritz Carlton, St. Louis, but many are limited to cheese and crackers and a few veggies.
4. If you are traveling with kids, are children are permitted in the lounge? When my children were younger, I frequently stayed on concierge levels. Children and teens want soft drinks and snacks throughout the day, but some properties have age and hour restrictions. For example, the Hyatt Gainey Ranch in Scottsdale, Arizona, does not allow kids and teens in the lounge after five P.M.
5. Are you able to take food and drinks purchased in the lounge to your room? Last month, I stayed at Hotel Art Barcelona,, a Ritz Carlton property in Barcelona, Spain. They do not allow you to take anything edible out of the lounge. A major negative for me.
6. Does the concierge lounge charge for alcohol? Or do they have what they call an “honor bar”—meaning that you can pour your own, but you are expected to fill in the correct amount on the bill yourself. Renaissance Seattle Hote offers a couple bottles of wine available, but they charge you by the glass. I was very disappointed, as If I am going to pay for a glass of wine, I’d like a larger wine list.
7. What are their policies about bringing in guests? Don’t assume that you can have your friend who lives locally or a colleague who is staying at the same hotel (but is not paying for the service) meet you at the lounge for a drink.
8. Do the actual rooms have different amenities? What are those amenities?
9. Would staying on the concierge floor offer a higher, better level of security? Some require key or key car access. If you’re traveling alone, that can be a positive thing.
10. Does the hotel actually have a concierge on duty, not just a food attendant? Remember, though, that a food attendant is not always a bad thing. Westin’s Detroit Metropolitan Airport does not have a concierge, but the attendants are extremely helpful and knowledgeable.
A few Hotel Chains that have concierge levels include Ritz Carlton, Hyatt Regency, Shangri-La, Sheraton, Westin and Marriott.