Mercedes-Benz Concierge Service€¦ · Mercedes-Benz Concierge Service helps customers make restaurant reservations, travel related accommodations and much more. The concierge can

Service description

How it works

Mercedes-Benz Concierge Service

Mercedes-Benz CONNECT :: Convenience Service

Benefits

Mercedes-Benz Concierge Service helps customers make restaurant reservations, travel related accommodations and much more. The concierge can provide a broad range of services including but not limited to airline ticket booking and purchase, hotel recommendation, booking and directions. The service provides an extra measure of luxury and convenience, with personal assistance available at the touch of a button 24 hours a day, seven days a week.By pressing the i-Button , the customer connects to a Mercedes-Benz CONNECT Customer Specialist. Requested services are fulfilled by the Mercedes-Benz CONNECT Customer Specialist. In cases where immediate payment is requested, the customer may have to provide payment related information like but not limited to credit or debit card number. To avoid any fraud or abuse, each time a customer intends to book or pay for a service via the concierge, his Personal Identification Number (PIN) is required.

The customer either presses the i-Button in the vehicle or dial the phone number of response center. Customer will be connected to the Mercedes-Benz Response Center.

The Mercedes-Benz CONNECT Customer Specialist communicates with the customer regarding service needs, account information etc.

The customer offer the payment related information, if it is required while booking hotels and air tickets.

For cases which cannot fulfill the request instantly, the agent will in contact with the customer.

High-quality personal assistance at the touch of a button.

Access to high-quality, personal VIP service at any time of the day and night.

Ability to launch the service both through in-vehicle button and Response Center.

Requirements

Vehicle is equipped with Mercedes-Benz CONNECT. Active subscriber agreement.

Vehicle cellular service.

Vehicle GPS satellite signal required to identify location.

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Subject to terms and conditions of the subscriber agreement and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent.

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Service description

Send2Car


Benefits

Send2Car allows customers to send destinations remotely to their Mercedes-Benz in-vehicle navigation system. The customer can also send a Point-of-Interest (POI), current location, or address book information which can be loaded into the navigation system. Destination of Send2Car is available under "Destination Download" of Mercedes-Benz Apps.

Send destinations remotely to the vehicle navigation system.

Remote access from the web or smartphone.

Up-to-date Point-of-Interest (POI) available.

Requirements

Vehicle is equipped with Mercedes-Benz CONNECT.Active subscriber agreement.



The mobile app is compatible with iPhone 4, 4S, 5 and greater, iOS 4.3 or greater iOS versions, and Android 2.1 and greater.

Internet Explorer 8 and above, Firefox 16 and above, Chrome 23 and above, Safari 5 (if using Mac OS 10.5) and 6 (if using Mac OS 10.6 and above).

How it works

Using the Mobile Phone Application a The customer launches the Mobile Phone Application.b The customer clicks on the Send2Car icon. c Search a Point-of-Interest (POI).d Send the Point-of-Interest (POI) to the vehicle navigation system.e As soon as the vehicle is started, the navigation system receives the list of sent addresses and proposes to the customer to download it as POI (POI). Once downloaded, each POI can be saved to the vehicle navigation system, or immediately navigated to.

Using BaiduConnect to www.baidu.com and follow instructions. This service is not available in English.

Dial the Mercedes-Benz CONNECT Response Center phone numbera The customer dial 400-818-1188, connecting to the agent and request a point of interest. b The agent sends the POI to the vehicle navigation system upon customer needs.


Point-of-Interest (POI) Search and Recommendation allows the customer to plan routes on the go, transmitting accurate directions to more than 10 million POI in the Mercedes-Benz CONNECT database. By pressing the dedicated i-Button , the customer is connected to a Mercedes-Benz CONNECT Customer Specialist. The Mercedes-Benz CONNECT Customer Specialist sends the POI upon customer needs to the vehicle’s navigation system. The customer can then choose to immediately navigate toward one of the POI or to store it for later use.

Service description

How it works

POI Search and Recommendation


Benefits

On-the-go route planning with personalized assistance from within the vehicle.

Convenient.

Quick access to Mercedes-Benz CONNECT’s database of millions of Points-of-Interest (POI) including but not limited to restaurants, gas stations, shopping centers, hotels.

Requirements




The customer presses the i-Button in the vehicle. Relevant information is transmitted to Mercedes-Benz CONNECT Response Center including the customer’s location.

The customer requests a specific Point-of-Interest (POI) from theMercedes-Benz CONNECT Customer Specialist.

The Specialist searches the Point of Interest (POI) for the customer.

The POI is sent to the customer’s in-vehicle navigation system.

Once downloaded, each Point of Interest (POI) can be saved in the vehicle navigation system, or immediately navigated to.

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How it works

Service description

Dealer Connect


Benefits

Dealer Connect enables the customer to contact the dealer of his choice, selling dealer or closest dealer. The service can be used by pressing the dedicated i-Button located in the vehicle, launching the Mercedes-Benz CONNECT mobile app, or going to the web portal.To protect the customer conversation privacy, Customer Specialist hangs up the phone while the call has been connected.This service is available according to dealership’s hours of operation.

A convenient way to contact a Mercedes-Benz Dealer by pressing one button.

Easy connection to the appointed dealer.

Launch the service through the in-vehicle button, Mobile App, or web portal.

Connect the the appointed dealer through in-vehicle button, Mobile App, or web portal during the operation hours.

Requirements





Using the i-buttona The customer presses the i-Button in the vehicle.b The Mercedes-Benz CONNECT Customer Specialist search dealer information upon the customer request. c Customer Specialist connects the customer to the appointed dealer, during the dealer's operation hours.d Customer Specialist hangs up and lets the customer and dealer representative enjoy a private conversation.

Using the Mobile Phone Applicationa The customer launches the Mobile Phone Application.b The customer clicks on the Dealer Connect icon on the key fob image to initiate the service.c The customer presses call icon to connect to the dealer during the dealer hours of operation.

Using Web Portala The customer logs into the web portal and selects “Online Tools”.b The customer clicks on Dealer Connect button to initiate the service.

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Vehicle Finder allows a Mobile Phone Application user to view the location of his vehicle assuming he grants the application permission to access the mobile device’s GPS location and his vehicle is located within two kilometers from his mobile phone, otherwise it displays a message indicating the vehicle could not be located. The service is available on Mercedes-Benz CONNECT Mobile App.

Service description

How it works

Vehicle Finder


Benefits

The customer launches the Mobile Phone Application.

The customer clicks on the Locate icon on the key fob image.

If the vehicle is located within two kilometers the vehicle’s location is displayed on a map.

View the vehicle’s current location by using the Mobile Phone Application.

Easy to find where the vehicle parked.

Requirements




The mobile app is compatible with iPhone 4, 4S, 5 and greater, iOS 4.3 or greater iOS versions, and Android 2.1 and greater.The engine has been turned on within the last four days.


Using the Mobile Phone Applicationa The customer launches the Mobile Phone Application.b The customer selects the Remote Horn & Lights icon on the key fob image.c The vehicle should, within a few seconds, honk the horn and flash the lights for five seconds.

Dial the Mercedes-Benz CONNECT Response Center phone numbera The customer calls 400-818-1188 and request the Remote Horn & Lights service.b The customer authenticates himself with Mercedes-Benz CONNECT account number, PIN, and other information as required.c The vehicle should, within a few seconds, honk the horn and flash the lights for five seconds.

Using Web Portala The customer logs into the web portal and selects “Online Tools”.b The customer clicks on the Honk/Flash button to initiate the service.c The vehicle should, within a few seconds, honk the horn and flash its lights for five seconds.

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The Remote Horn and Lights service assists the customer in finding his vehicle by sounding the horn and flashing the lights for five seconds. The customer has the option of using this feature either by dialing 400-818-1188, logging into his online account on web portal or using the Mobile Phone Application on his smartphone. Each time a customer intends to use Remote Horn and Lights, his Personal Identification Number (PIN) is required.Kindly reminder: Please do not use this service in the middle of the night in residential neighborhoods as it may disturb others.

Service description

Remote Horn and Lights


Benefits

The customer can find his vehicle by sounding the horn and flashing the lights.

Easy way to locate a vehicle in a crowded parking lot.

Secured remote access from Mercedes-Benz CONNECT Response Center, a smartphone or the web.

Requirements




Normal and large devices with Android 2.1 or above. iPhone 4, 4S and 5 with iOS 4 or above.


The engine has been turned on within the last four days.

How it works


Service descriptionBenefits

The Mobile Application login process verifies the user is an active subscriber the customer’s vehicle. If the customer own more than one vehicle equipped with services, he can save multiple account numbers on the log in screen and assign nicknames to them.

The Mobile Phone App supports the following functions.Remote Horn and Lights: The Remote Horn and Lights service allows customers to find their vehicles by sounding the horn and flashing the lights. This is especially useful in a crowded parking lot. To use, the customer launches the Mobile App and enters his account number and PIN, and presses the Horn & Lights icon on the key fob.

Remote Door Unlock/Remote Door Lock: The Remote Door Unlock/Remote Door Lock service allows the customer to lock or unlock his car's doors remotely and get notified by email or SMS that the requested action has been successfully performed. To use, the customer launches the Mobile App and enters his account number and PIN, and presses the lock or unlock icon on the key fob.

Vehicle Finder: The Vehicle Finder Service allows the customer to view his vehicle’s current location on a map as long as the vehicle is within a two kilometers range. To use, the customer launches the Mobile App and enters his account number and PIN, and presses the locate icon on the key fob.

Send2Car: The Send2Car service allows the customer sends a destination, contact’s address, or POI to his in-vehicle navigation system.

View Dealer Information: The View Dealer Information service allows the customer to view information about his selling dealer (such as street address, phone number), to contact a dealer by pressing the Call button, to view a dealer’s location on a map by pressing the Map button, or to send the dealer’s address to his vehicle navigation system by pressing the Send2Car button. Available under the Dealer tab. Find Local Dealerships: The Find Local Dealership service provides the customer the ability to locate dealerships in his current vicinity. Available under the Dealer tab by pressing the “Search for Local Dealers” icon. The list of up to five of the closest dealerships is displayed on the screen. The customer can select one of the dealerships to view more information, select the Map button to view the dealership’s location or send the dealership’s address to his vehicle navigation system.

Convenient access around-the-clock to the services.

Easy to download and use with intuitive user interfaces.

Requirements




The Mobile App has been installed on the smartphone.

Mobile Phone ApplicationConveniently access selected services from a smartphone


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How it works

The customer starts the Mobile Phone Application on his smartphone, which can be downloaded from App Store and Google Play.

The customer can access any function by selecting the desired tab or icon.

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Service descriptionView Account Information: The View Account Information function allows the customer to have a look at his account information (such as account number, alarm notification method, emergency contact information and vehicle information). Available by pressing the Account icon.

Roadside Assistance: Roadside Assistance is a simple way to reach Mercedes-Benz Roadside Assistance. Available under the More tab by pressing the Assistance icon and then the call button for Roadside Assistance.

Mercedes-Benz CONNECT Response Center: A simple way to reach Mercedes-Benz. Available under the More tab by pressing the Assistance icon and then the call button for Mercedes-Benz CONNECT Response Center.

Some services require the customer to grant Mercedes-Benz CONNECT the permission to access the smartphone’s GPS location.

Mobile Phone ApplicationConveniently access selected services from a smartphone


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Service descriptionBenefits

With the internet based Mercedes-Benz Apps, customers can get connected with up-to-date information all the time. Mercedes-Benz Apps include the following:

Weather informationWeather services provide a quick overview of the weather forecast at the current location, predefined locations, and navigation destination.

NewsThis feature enables the customer to access a quick overview of different news categories such as top news, domestic, world, business, politics, technology, entertainment, sports, science and health.

StockThe stock service feature offers information including stock quotes, commodity prices, bond quotes, equity indices and index futures. Customers are also able to overview global financial information from various stock markets in China, Asia Pacific, Europe and America. Customer also can get an individual overview of pre-defined user’s stock portfolio or commodity category.

Local searchLocal search allows customers to search for Point-of-Interest (POI) at their current location, navigation destination, along the route or other required locations by entering street address, city, zip code or airport name information. Customers can search POI by entering a name in free text, or selecting from the category list. The result of the search includes POI information e.g.: street address and phone number. Hereafter customer is able to dial the phone number of a POI, start to navigate to a POI save the POI as personal POI or import it into Address Book.

Support to avoid traffic jam with the real-time traffic information.

Provide the latest infotainment updates.

Requirements




Mercedes-Benz AppsIn-vehicle apps offer up-to-date information and connectivity on the go.

Mercedes-Benz CONNECT :: Infotainment Service

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Service descriptionDestination downloadRemote downloaded POI can be found under "Destination download" category, and the POI can be saved as navigation destination. And the customer can call the POI for more information.

Restaurant recommendationThis feature enables customers to find restaurants through the up-to-date database in China including rating information. Customers can define the search position together with the search radius for restaurant search. Restaurants can be searched by categories, name in free text or with both options. The overview of the search result can be listed according to the options of content provider’s recommendation, distance to search position or average user ratings. Restaurant details include information such as restaurant name, category, address, phone number, average user ratings and photos. Customers can then call the restaurant, navigate to the restaurant or save the restaurant into the Address Book.

WeiboThis feature enables customer to access his/her Weibo account. Customer can search places recommended by Weibo, share his/her position, or follow friends' positions. These places and positions can be set as destinations into the navigation.

Traffic summary mapCustomers can set desired location and graphic type for the traffic summary map. The traffic summary map alternatively presents the real-time traffic information for highway around the city, inner city expressway, major congested road in the city or large business or living area according to customer’s configuration.



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How it works

Access Mercedes-Benz Apps by selecting the globe icon (or the Mercedes-Benz Apps icon) on the in-dash screen.

Select the desired Apps icon from the main screen.


Service description

Automatic Collision Notification

Mercedes-Benz CONNECT :: Safety and Security Service

Benefits

Automatic Collision Notification automatically summons a Mercedes-Benz Emergency Assistance Specialist in the event of an accident, giving the customer the peace of mind that emergency assistance will be dispatched quickly to his exact location. As soon as crash sensors are triggered (1), the vehicle immediately relays the information to the Mercedes-Benz Emergency Response Center which initiates the appropriate response to the incident. A tone is sounded in the vehicle to notify the occupants that a collision notification call is being placed. As critical data is transmitted, a Mercedes-Benz Emergency Assistance Specialist speaks with the customer to assure him that help is available. These highly trained personnel link the customer to the appropriate Public Safety Answering Point (110, 119, 120) and remain on the line with the customer until emergency responders reach the vehicle.

(1) Not all accidents are severe enough to automatically trigger a collision notification call. In these cases, the customer should press the SOS Button.

Mercedes-Benz Emergency Assistance Specialist receives actionable alerts in the event

of an accident and provides emergency support while dispatching assistance.

The car automatically connects to Mercedes-Benz Emergency Response Center when a severe accident triggers the crash sensors.

A Mercedes-Benz Emergency Assistance Specialist can take action even if vehicle occupants cannot summon help by themselves.

The service is available 24 hours a day, and 7 days a week.

The ability to quickly locate and identify both the vehicle and the customer.

Every Mercedes-Benz Emergency Assistance Specialist has rich experience on handling the emergency dispatcher and first responder.

Requirements

Vehicle is equipped with Mercedes-Benz CONNECT.

Vehicle is ignition on.

Vehicle Cellular Service.


Once the crash sensors are triggered, the vehicle is connected to the Mercedes-Benz Emergency Response Center.

Relevant information regarding the crash is transmitted to Mercedes-BenzEmergency Response Center once the Mercedes-Benz Emergency Assistance Specialist establishes voice communication with the customer.

The Mercedes-Benz Emergency Assistance Specialist assure the customer that help is available and to assess the vehicle situation.

The Mercedes-Benz Emergency Assistance Specialist contacts the appropriate emergency service responder and provides the vehicle’s information, location, status of occupant(s) and other relevant accident related details.

The emergency service responder then dispatches appropriate public safety personnel to the exact location of the customer.

How it works

Subject to terms and conditions of the subscriber agreement, Disclaimer for Automatic Collision Notification Service and Disclaimer for Mercedes-Benz Connect Services. Certain features are model dependent.

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SOS/Emergency Call lets the customer connect to a Mercedes-Benz Emergency Assistance Specialist in the event of an emergency. By pressing the dedicated SOS Button located in the vehicle above the windshield next to the roof controls, the customer is connected to a Mercedes-Benz Emergency Assistance Specialist. The vehicle immediately relays relevant information such as vehicle’s location etc. to Mercedes-Benz Emergency Response Center.As critical data is being transmitted, a Mercedes-Benz Emergency Assistance Specialist speaks with the customer to assure him that help is available and assess the customer’s emergency need. Once the need is established, the Mercedes-Benz Emergency Assistance Specialist contacts the appropriate emergency service provider. Not every situation requires a response from public safety officials. For example, a customer might panic when he discovers a flat tire and press the SOS Button . In the event of a non-life-threatening situation, the Mercedes-Benz Emergency Assistance Specialist will ask the customer to end the call and, according to the situation, press either the Wrench Button or the i-Button .

Service description

How it works

SOS /Emergency Call


Benefits

The customer presses SOS Button .

Relevant information is transmitted to Mercedes-Benz Emergency Response Center including the vehicle’s location etc., while the Mercedes-Benz Emergency Assistance Specialist establishes voice communication with the customer.

The Mercedes-Benz Emergency Assistance Specialist assure the customer that help is available and to assess the vehicle situation.

If required, the Mercedes-Benz Emergency Assistance Specialist contacts the appropriate emergency service responder and provides the vehicle’s information, location, status of occupant(s) and other relevant details.

The emergency service responder then dispatches appropriate public safety personnel to the exact location of the customer.

One-button emergency assistance.

One button connects to Mercedes-Benz Emergency Response Center.

Service is available 24 hours a day, and 7 days a week.

Ability to identify and locate both the vehicle and the customer.

Every Mercedes-Benz Emergency Assistance Specialist has rich experience on handling the emergency dispatcher and first responder.

Requirements



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The customer presses either the Wrench Button in the vehicle, or logs into the Mobile Phone Application on his smartphone then selects the Assistance screen and initiates a call to Mercedes-Benz Roadside Assistance Center.

Mercedes-Benz Roadside Assistance Coordinator works with the customer to determine what assistance is needed.

Mercedes-Benz Roadside Assistance Coordinator dispatches the appropriate roadside assistance.

Roadside Assistance provides the customer with a convenient way to ask for assistance for any vehicle-related problem such as breakdown or flat tire. Roadside Assistance can be accessed either through Mobile Phone Application or by pressing the dedicated Wrench Button located in the vehicle. The Mercedes-Benz Roadside Assistance Coordinator speaks with the customer to assess the situation and to dispatch appropriate assistance to the customer’s location.

Service description

How it works

Roadside Assistance


Benefits

A simple way to call for Mercedes-Benz Roadside Assistance.

One button connects to Mercedes-Benz Roadside Assistance Center.

Roadside Assistance available via Mobile Phone Application.

Information transmitted promptly, and accelerate the roadside assistance.

The service is available 24 hours a day, and 7 days a week.

Ability to identify and locate both the vehicle and the customer. Every Mercedes-Benz Emergency Assistance Specialist has rich experience on handling the emergency dispatcher and first responder.

Requirements





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Service description

How it works

Stolen Vehicle Location Assistance


Benefits

Stolen Vehicle Location Assistance gives the customer a safe and streamlined way to assist local law enforcement officials in locating and potentially recovering stolen vehicles.

The customer files a report with the police on his stolen vehicle.

The customer contacts the Mercedes-Benz Emergency Assistance Center at 400-818-1188.The customer provides his VIN, ID number, PIN, the case report reference number, the officer’s name and badge number who filed the case, and the address of the police station where the case was filed.

The Mercedes-Benz Emergency Assistance Specialist verifies the customer’s credentials and stolen vehicle case information.

As soon as Mercedes-Benz Emergency Assistance Specialist verifies the information, specialist will assist the local law enforcement officials to access the vehicle location.

Local authorities may contact the customer regarding the status of the tracking effort according to their own procedures.

Collaboration with authorities to streamline vehicle location and tracking.

Stolen Vehicle Assistance helps authorities locate stolen vehicles more quickly, which increases the chance of a successful recovery.

Careful handling processing, protect customer privacy.

Requirements





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Service description

How it works

Automatic Alarm Notification


Benefits

Automatic Alarm Notification provides the customer with real-time alerts when the anti-theft alarm in his parked vehicle is triggered. This gives the customer additional peace of mind. If the alarm triggers, the customer is notified through an email or SMS (based on the method the customer selected when activating the service).

The alarm system senses that someone is tampering with the parked vehicle，the anti-theft alarm has been triggered.

The signal is sent to Mercedes-Benz CONNECT Response Center.

Mercedes-Benz CONNECT Response Center notifies the customer via his preferred communication means.

Notifies the customer as soon as the vehicle’s anti-theft alarm is triggered.

Real time alarm notification and enhanced safety.

The customer can specify how he would like to be notified: email or SMS.

Requirements




The customer’s contact information must be up-to-date for email or SMS notifications.

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Service description

Remote Door Unlock / Remote Door Lock


Benefits

Remote Door Lock / Remote Door Unlock provides the customer with a convenient and reliable method to lock or unlock his vehicle from any location without using keys. The customer can initiate a lock or unlock either by dialing 400-818-1188, logging into his online account on the web portal or using the Mobile Phone Application on his smartphone.To further protect the customer and his vehicle, each time the customer dials 400-818-1188, the Mercedes-Benz CONNECT Customer Specialist performs an authentication check to authenticate the service request and, if necessary, block the service from further requests. For example, if the Mercedes-Benz CONNECT Customer Specialist receives ten requests to lock the car from the same customer within one hour, the service is blocked from further requests within that hour.Each time a customer intends to lock or unlock his vehicle, his Personal Identification Number (PIN) is required. Each time a customer's vehicle is successfully locked or unlocked remotely, the customer is notified through an email or an SMS (based on the method the customer selected when activating the service).

Customers can lock/unlock car doors remotely.

Service is available 24 hours a day, and 7 days a week.

Simple and secure process protects both the customer and his vehicle.

Self-service through Mercedes-Benz CONNECT online account and Mobile Phone Application, or Mercedes-Benz CONNECT Customer Specialist assisted help.

Customer can specify how he would like to be notified: email or text message.

Requirements








Remote Door Unlock / Remote Door Lock


Customers can lock/unlock car doors remotely.

How it works

Using the Mobile Phone Applicationa The customer launches the Mobile Phone Application.b The customer clicks on the Door Lock or Unlock icons on the key fob image. Service request has been sent out.c The customer receives a confirmation message as soon as the vehicle response successfully.

Dial the Mercedes-Benz CONNECT Response Center phone numbera The customer calls 400-818-1188 and request the Remote Door Lock & Unlock service.b The customer authenticates himself with Mercedes-Benz CONNECT account number, PIN, and other information as required.c The customer receives a confirmation message as soon as the vehicle response successfully.

Using Web Portala The customer logs into the web portal and selects “Online Tools”.b The customer clicks on the Door Lock or Unlock button to initiate the service. c The customer receives a confirmation message as soon as the vehicle response successfully.

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Documents

Mercedes-Benz Concierge Service€¦ · Mercedes-Benz Concierge Service helps customers make restaurant reservations, travel related accommodations and much more. The concierge can