I am truly astounded at Citi's incompetence. I opened a Citigold checking account several months back and it was a royal pain to get everything set up. I had read online that it would be and anything that they can mess up, they will. So I wasn't surprised but I was still unhappy as a consumer.
And then Citi actually closed a credit card without my approval and all they said was tough luck.
But I still opened a Citi Prestige and for the most part, the card has been fine, but my experience using their concierge has been atrocious.
Here's a recap:
Part 1: https://airsicktravel.blogspot.com/2016/08/my-experience-booking-hotel-through.html
Part 2: https://airsicktravel.blogspot.com/2016/08/update-on-booking-hotel-in-japan.html
Part 3: https://airsicktravel.blogspot.com/2016/08/hopefully-last-post-on-booking-japanese.html
And now, that confirmation I was supposed to get, never came, so I had to call to get it sent. Then when it finally did come, the dates were wrong. So I had to call again to verify the dates are actually correct and to have a new confirmation email sent to me. But by now I have absolutely zero confidence they even made the right booking at the right hotel. They spelled the name of the hotel wrong but got the address right at least. So I emailed the hotel directly with the confirmation number and am now waiting for them to confirm I actually have a reservation. Until they confirm, I'm not cancelling my backup booking.
Bottom line: If you use the concierge to book hotels outside the US at non-US chain hotels, be prepared for a world of incompetence, lack of follow-up, and lots of phone calls and wasted time.