What makes a concierge truly luxury? Ten standards to expect

Published 17 October 2026 · ATLAS MAISON editorial team

Who this is for

Private clients, families and family offices choosing a concierge

The short version

Discretion, a dedicated lead, independent advice, licensed partners and honest promises

Red flags

Vague pricing, undisclosed commissions, “anything, anytime” promises

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How much does a private concierge cost?

Every concierge promises luxury. Very few define it. For people who can have almost anything, the difference between an ordinary service and an exceptional one is rarely access alone. It is judgement, discretion and the confidence that the person on the other end is working only for you.

The ten standards

1. Discretion that is designed in, not promised. Information shared on a need-to-know basis, client names never used in marketing, and a confidentiality agreement offered before you share anything.

2. One accountable person. A named lead who knows your family, your homes and your preferences, rather than a different voice each time you call.

3. Depth over breadth. Real knowledge of a short list of places, the quiet wing, the right table, the true drive time on a Friday in July, beats a promise of “everywhere”.

4. Independent advice. If a concierge is paid by the hotels and operators it recommends, ask how that shapes the recommendation. The best services disclose every commission, or take none.

5. Your contracts, in your name. Booking suppliers directly keeps the contract, the price and the consumer protection with you, and makes mark-ups impossible to hide.

6. Licensed partners. Private aviation, yacht charter, legal, tax and security matters belong with licensed, regulated professionals. A good concierge coordinates them; it does not pretend to be them.

7. Written proposals. Options, prices, terms and fees set out clearly before anything is booked, so decisions are quick and nothing is assumed.

8. Honest availability. Clear hours and response times that are actually kept are worth more than an “always on” promise that quietly is not.

9. Protocol and context. An understanding of how private offices, security teams, royal households and public figures work, and of what must never appear on social media.

10. Continuity. The tenth request should be easier than the first. Preferences remembered, people known, and a calendar that is planned months ahead rather than days.

Questions to ask before you join

• Who will be my day-to-day contact, and who covers them when they are away?
• How are you paid, and do suppliers pay you commission?
• Do I book and pay suppliers myself, or do you?
• Which partners do you use for aviation, yachts and security, and are they licensed?
• What are your real response times, and when?
• Will you sign a confidentiality agreement?

Red flags

Be wary of pricing that is impossible to pin down, recommendations that always point to the same few suppliers, payment requested for third-party services into the concierge’s own account without clear terms, and promises of “anything, anytime”. Exceptional service is specific about what it does, and honest about what it does not.

How ATLAS MAISON measures itself

These are the standards we hold ourselves to. You contract and pay suppliers directly, at their price; any commission is disclosed in the proposal; aviation, yachting, legal and security matters go to licensed professionals; and we reply within two hours between 08:00 and 22:00 UK time, every day. For families and offices with more complex lives, our Private Client service adds a dedicated team and a confidentiality agreement before we begin. Read our standards in full, or see what a concierge costs.