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(VI)Correspondence
Write to us. We always write back.
No call queues, no hold music and nothing to fill in. Send an email to the right desk and a real person will reply within one working day, usually much sooner.
- Concierge replies 24 hours a day
- Average reply in 4 hours
(01)The six desks
Choose the right inbox.
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Around the clock [email protected]
The Concierge
General questions, special requests, transport, surprises and anything that does not fit anywhere else.
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1 working day [email protected]
Reservations
New stays, changes to a booking, room preferences, pillow choices and accessibility needs.
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1 working day [email protected]
Events
Tournament places, the season calendar, private casino nights, weddings and company celebrations.
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1 working day [email protected]
The Circle
Joining the Circle, your key level, member benefits and private salon bookings.
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Same day [email protected]
Safer Gambling
Limits, time-outs, self-exclusion or a quiet word about your play or someone else's. Always private.
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Within 30 days [email protected]
Privacy
Requests to see, correct or delete your personal information, and any question about our policies.
(02)The houses
Write to a house directly.
Every hotel has its own front desk inbox, perfect for questions about a stay that is already booked.
(03)A little etiquette
The perfect letter to the desk.
A few details help us reply in one go rather than three.
- Your full name and the house you are writing about.
- Your booking reference or Circle number, if you have one.
- Dates, number of guests and anything we should prepare.
- Please never send card details by email. We will never ask.
SubjectA surprise in Room 412
Dear Concierge,
We arrive at Trusvillauk Mayfair on Friday 13 November for our anniversary. Could you place a deck of cards and a handwritten note on the pillow, and book us two seats at the 19:00 lesson?
With thanks, Eleanor
(→)Free · Confidential · 24 hours
Need to talk to someone now?
If gambling is worrying you, the National Gambling Helpline is free, confidential and open day and night on 0808 8020 133. You can also email our safer gambling team in complete privacy.