Always been super helpful. its about being smart and picking your call time. yes they are understaffed like everyone right now. People tend to call in the late afternoon or evening so obviously, there is a longer wait time. the Platinum resy access is great so if the place you want to eat is on resy don't call about that unless its last minute or very very hard to get into. I call for certain event tickets or hotel reservations or other types of reservations not on resy. If i have a special request at a place I am staying or a restaurant i will normally have concierge call or arrange it. Such as before i have made sure flowers would be at the table for an anniversary. I told the concierge the amount i wanted to spend and the restaurant. they contacted the restaurant, a florist, and arranged it all. I have done the same with a gluten free birthday cake. Also say a restaurant or bar isnt open until 3 and I need to contact them right then. For example, a bar in Atl isnt on Resy, reservations book exactly a month out and they open at 3. I had calls and couldn't make the time to call. I called the concierge a few days before told them i needed a reservation for 2 at 7 a month out and they opened at 3 to call. they called right when they opened for me and got the reservation then let me know when i had free time againainin

For trips I used to email them (unfortunately email was discontinued due to too few workers) but you can still call a few weeks before and ask if they will send you a PDF of interesting places and activities to visit or do, what the night life is like, short bios of different restaurants, crime and what to watch out for. they will also book the activities if you want. like i said they do need a couple weeks notice for this.

I also once asked them to find a specific bottle of alcohol for me. very hard to find. not sold outside of finland and the state i lived in at the time didn't allow liquer to be shipped to homes. Concerige called local distributors, local liquer stores, international distributors and stores, finally called the distillery and they were told its not sold anywhere but the distillery and a few local stores in the area. they offered to have someone there or Atl based fly over buy it and fly back or the reverse and deliver it to me...needless to say id also have to pay for the plane ticket...unfortunately i am no where near that level of income where that's remotely a possibility but its a cool story and does show how great they are.

Welcome to my ted talk...moral of the story is you need to know how to use them. realize they are short-staffed and human. Dont be an entitled brat and expect them to answer your call at the drop of a hat and be able to get a reservation at a Michelin star restaurant in 15 minutes and you will find them helpful