Hotel Concierges Share the Most Unbelievable Requests They've Ever Received

A few years back, when I arrived in Santiago, Chile, I had meticulously curated a week's worth of pins on my Google Map, hoping to fit them into an eight-hour layover. The concierge at the Mandarin Oriental Santiago kindly guided me toward a more feasible route in the city’s historic center—where I savored the chacarero steak sandwich of my dreams at José Ramon 277. Last fall, while in Quebec City, I fell into an endless Yelp rabbit hole that left me unable to choose any restaurant. Thankfully, the concierge at Auberge Saint-Antoine steered me toward Louise, her favorite local tavern, for a delightful final meal of a burger and frites. And when I discovered one New Year’s Eve that the tours of the Sydney Opera House were fully booked, the concierge at the Pier One Sydney Harbour swiftly found a solution for me, all on short notice.

Not every hero wears a cape; some wear golden keys on their lapels.

"I often liken the hotel concierge to the Ministry of Foreign Affairs, as our responsibilities extend far beyond the walls of our hotel," explains Roger Geadah, chief concierge at Dubai’s renowned Burj Al Arab Jumeirah. "We possess the keys to the city."

The concept of the concierge dates back to the medieval era, when the 'keeper of the keys' catered to the needs of visiting royalty at a palace. While hotel key cards have largely taken over the key-keeping role, the concierge still wields all the access and is likely the most significant person you’ll meet during your travels.

"You already have a friend in the city—rely on them, don’t hesitate," advises Maurice Dancer, chief concierge at New York’s historic The Pierre, A Taj Hotel, where he has served since 1994. Both Dancer and Geadah are members of Les Clefs d’Or, an exclusive organization of hotel concierges worldwide who often collaborate on more intricate requests. "Your concierge possesses a vast network of contacts," Dancer adds. "If you can envision it, we can turn it into reality."

Concierges can provide you with extraordinary and exclusive experiences in any destination.

The role of a concierge extends far beyond the hotel lobby. In this profession, relationships are the most valuable currency, and the best concierges dedicate their free time to nurturing connections with key individuals at a destination’s top attractions, finest dining spots, and best boutiques. This allows them to create unforgettable moments that guests may not be able to arrange themselves. Just because a website indicates an experience is sold out—like the sought-after igloos at the Rockefeller Center ice rink in New York or a coveted time slot at a popular museum exhibition at the Louvre in Paris with a lengthy waitlist—doesn't mean it’s impossible; elite concierges typically find a way to make it happen.

Nowadays, it's quite common for concierges to help infuse a destination's charm right into the hotel. A Broadway show is a must-see for many visitors to New York. But what if you could enjoy it without leaving the inviting atmosphere of The Pierre? "We've teamed up with a company that offers a meet-and-greet service," explains Dancer. "You can invite a Broadway performer to spend an hour with you in your suite, as if you were hosting friends for tea—and they'll perform two songs from your favorite musical."

From arranging for a vintage race car to whisk you away to a pit-stop experience at an F1 race at England’s Silverstone circuit, to organizing guided tours of private buildings, Emiel Danneels, concierge at the recently opened Raffles London at The Owo, has done it all for London visitors. "The sky’s the limit—we thrive on a challenge!" he exclaims.

A concierge can help you accomplish nearly anything—from routine requests to miraculous solutions when problems arise.

Exceptional concierges are always eager to help you secure a sought-after reservation or track down last-minute tickets to a sold-out performance. But their expertise extends far beyond that; they can assist with almost anything—from finding a stamp for a postcard to shipping a specific juice across the globe, rebooking flights, locating lost luggage, and even planning proposals or officiating weddings.

"When trouble strikes, who do you reach out to? The concierge," states Leigh Anne Dolecki, president of Les Clefs d’Or USA. She's spot on: I wish I had thought to call the front desk when my flight home was abruptly canceled during my recent visit to Quebec City. Instead of wasting my morning on hold with United Airlines, I could have enjoyed an unexpected extra day in the fall.

The COVID-19 pandemic pushed travelers like me to become self-sufficient, often opting for rental villas instead of hotels and navigating constantly changing destination guidelines on our own. According to Dancer, travelers are now more grateful than ever to hand over the responsibility to someone else. "In this post-COVID era, that need for self-sufficiency has turned into a source of frustration," he notes. "Concierges have become essential to the travel experience, alleviating the burdens that travelers once handled themselves."

Naturally, the most extravagant requests make for the best stories. They can range from the genuinely outrageous—like securing a Ferrari GTO or arranging a helicopter ride in the middle of the night—to the more quirky yet modest. "A gentleman who loved Christmas asked for a special Christmas pudding in July—talk about getting a head start on the festivities!" Danneels remembers. When a guest at the NH Collection New York Madison Avenue wanted a custom teak chair similar to one in the hotel, the director of guest relations, Frederick Jones, scoured five stores before finding one that could replicate it.

Occasionally, guests simply have their preferences—and it's the concierge's responsibility to fulfill them. "The most unusual request I've received was for a bowl of green Jello and organic peach-flavored yogurt," recalls Simon Bovoli, director of concierge services at the Fairmont Le Château Frontenac. "Sometimes, it’s best not to question the request."

Concierges provide that personal touch that digital solutions cannot replicate.

There’s no replacement for emotional intelligence—even in a world driven by AI. As concierges learn more about their guests, they can craft personalized touches that transform a trip into a truly unforgettable experience. "The emotional bonds we form with our guests are invaluable," states Geadah. I spoke with concierges whose intuitive understanding allowed them to create special moments for guests dealing with challenges like bullying at school, recent losses in the family, or the heartache of a lost cherished baby blanket.

Dolecki recalls a time when a regular guest confided in her about family turmoil following the passing of a parent. “I asked if she needed anything, and she replied, ‘Well, if you have any clever insults I could use against my siblings tomorrow, I’d appreciate it,’” Dolecki reminisces. She printed out a selection of Shakespearean insults on the hotel’s stationery and delivered them to her door. “As I walked down the hall, I could hear her laughing out loud—it brought her joy when she needed it most.”

Once concierges understand your preferences and expectations for your stay—whether through a pre-travel questionnaire or discussions upon arrival—they work diligently behind the scenes with hotel staff to ensure every detail of your visit is flawless. “A bartender can begin preparing a guest’s favorite cocktail the moment they arrive. Guest relations can place personalized amenities in the room at the last minute. The restaurant might present a complimentary glass of champagne on behalf of the concierge, and the waiter will know which dishes to recommend,” explains Danneels.

Nowadays, some hotels even feature concierges dedicated to specific requests.

An increasing number of hotels are providing specialized concierge services that highlight the unique offerings of their properties or the distinctive experiences their destinations are known for—consider roles like beer concierge, vinyl concierge, and engagement concierge, among others. If you’re thinking of bringing your furry friend along to London, you can rest easy if you’re staying at the Milestone Hotel, where the pet concierge will arrange custom bedding, leashes, menus, and even a session with the hotel’s resident artist, Shelley, for a pet portrait.

At Croatia’s Riva Marina, Sun Catcher Concierge Ana Štambuk is responsible for guiding guests to the best windsurfing spots and hidden beaches perfect for sunbathing on the island of Hvar. Meanwhile, the newly opened Hotel Maria in Helsinki features an in-house wellness concierge—the first of its kind in the Nordics: Jenna Toivakka is on hand to help guests recover from jet lag, customize meal plans, arrange private visits to seaside saunas, or even join them for early-morning coastal jogs.

During my 2023 trip to Cape Town, a vibrant center for contemporary art in South Africa, I checked into the Silo Hotel, which sits atop a building that also accommodates the iconic Zeitz Museum of Contemporary Art Africa. There, I met Michael Tsepo Jacobs, the hotel’s resident art concierge. In addition to organizing private tours of the museum located just a few floors below, he facilitates visits to artists’ studios and local galleries, making the art scene more accessible for intrigued visitors—many of whom quickly transition into serious collectors.

My journey into art commenced within the hotel, where owner Liz Biden has showcased pieces from her esteemed collection of contemporary African art. Jacobs guided me on a private tour of both public and private areas of the hotel, highlighting works I had previously overlooked during my earlier visits—such as photographic collages by South African artist Thania Petersen and masks crafted by Kenyan multimedia artist Cyrus Kabiru.

“There’s a wonderful appreciation for gaining insight into the city’s culture and art,” Jacobs shares. “I like to envision the hotel as a comprehensive space for travelers to get a glimpse of what they will experience in and around the city.”