Who this is for: couples on Keep the Spark (and anyone curious about the free taste) who want help with the things around a date: a sitter for Saturday, flowers for an anniversary, a quiet idea.
Open it from Your concierge on the This week tab, or from the Us tab (under Concierge and more). There is no badge and no count: it only shows up when you go and look. The concierge is for the two of you, so it opens once your partner has joined; before that, tapping it says so.
What you see
At the top, one line on what it does and how much of this month’s allowance you have used, for example 4 of 60 requests used this month. They start again on 1 Nov. Under it:
- Ask your concierge: the chat.
- What it remembers: everything it keeps about you, which you can read, edit and delete.
- Perks for your night: offers from vetted partners (see Services and your assistant).
- Your list: Waiting for your OK (drafts), then Confirmed, then Cancelled or expired.
On the free plan you get a small taste of the concierge. The screen says so plainly (Free taste: 3 of 3 requests used this month) and tells you what Keep the Spark adds, with a See Keep the Spark link. When the month’s requests are used it says when they start again. There are no countdowns and no pressure.
Asking
Tap Ask your concierge. Pick who the chat is with:
- Just me is private. Only you see it, and what comes out of it. It is the right place to plan a surprise. This is the default.
- Us is shared. Your partner sees the chat and anything you add from it.
Tell it what you are after (“Plan a quiet Friday under $80”). It asks for anything missing, then suggests one or two options, never a list. Each option shows the partner (with a Partner badge), the price and the partner’s terms. Tap Add as a draft to put it on your list. Nothing is booked or paid by adding a draft.
Help when something goes wrong
Your concierge is also your first help. Ask it about the app, a plan, a charge or anything that worries you (“my partner’s link won’t open”, “I was charged twice”). It answers from this guide, and in your own chat (Just me) it can tell you where your messages to our team stand, with our last reply, and what your account shows: whether your partner has joined, your Keep the Spark and when it renews or ends, where this week’s plan stands (whether each of you has voted, never how) and your last payments for a date. Only you see that, never in a chat with your partner.
When you need a person (a refund, a complaint, or you do not feel safe), it offers to pass it to the team. Say yes and it does: your request gets a reference (like #1042), you get the same email as from Write to us, and a person answers in Help and reports (within 4 hours for a safety report, within a day for a refund, within 3 days for anything else); we email you when the answer is in, and a summary when it is sorted. Under the answer a small card says Sent to our team with the reference, and its Help and reports button takes you to Us → Help and reports, where the request shows too. It only does this in your own chat in the app, and only when you say yes; up to 5 requests a day, as with Write to us. It never promises a refund or an outcome: a person decides. If you are in danger right now, call your local emergency number first. To report your partner, use Write to us in Us → Help and reports, pick I don’t feel safe and turn on This is about with your partner’s name: the team then knows who it is about, and your partner never sees it.
We sort things out in the app, not by email. If you write to your city’s own email address from the address you signed up with, you get one reply with a link to your concierge: open it (sign in with that address if the app asks) and tell it what happened. It already knows your plan and your account, and passes it to the team when it needs a person. If the link does not work for you, write back: a person on the team reads it. And you can always use Write to us in Us → Help and reports.
Classes, tours and weekends away
Your concierge can also suggest a class, a tour or a weekend away from a tours and activities site such as Viator (“a cooking class for Saturday”, “a weekend away in November under £600”). These show as Referral cards. You still get one or two options in all, never a list, and only things on your city’s list, inside your rules.
Add as a draft puts one on your list like any other. You can also start from the guide: on an item in This week in your city, tap Ask my concierge about this and it becomes a private draft.
Once you Confirm it, the item shows Book on Viator, which opens the booking page on Viator’s own site, and the line Referral link: we may earn a commission. It never decides what we pick. You book and pay there; unplan sells no travel. Nothing is booked until you confirm.
Confirming
Open any item on your list to see the full summary: the partner, the price, when, how many people, the partner’s cancellation terms, and who pays (the person who confirms). A shared item says Confirming tells Maya. A private one says Only you see this. Confirming tells no one else.
Three things you can do with a draft:
- Confirm: this is the one step that books and pays, and only your own tap does it. Opening or reading an item never does.
- Email me a confirmation: we email the address on your account (never another one) a summary with a Confirm button. The email works once and for 24 hours, and you have to be signed in to confirm.
- Cancel this: closes the draft. Nothing was booked, so nothing is owed.
Once confirmed, an offer that comes with a code shows it on the item (Your code, with Copy). A shared item’s code is for you both; a private one only for you. If the offer has no codes left, Confirm says so and nothing is booked.
A confirmed booking can be cancelled in the app while the partner’s window is open: Cancel this booking, then Cancel the booking. The item says until when (for example You can cancel in the app until Fri 7 Nov, 7:30 PM.). We tell the partner and give an unused code back. If you already paid the partner, write to us from Us → Help and reports about a refund. After the window closes, write to us the same way.
A week or two before a special date marked Remind me, your concierge may leave you one private draft with an idea for it (Your concierge suggested this for a special date coming up.). If no offer from a service partner fits, the idea may be a class or a tour, or a weekend away if you set your Weekend away limits. Nothing happens unless you confirm it, and it never sends you a notification about it.
If the partner or its price changed since the draft was made, the screen says so and asks you to request a fresh one.
If you were sent a confirmation link (from an email, or from your own AI), it opens a page that shows the same summary. Press Confirm there. If you are signed out it asks you to sign in and brings you straight back. A link made for your partner’s account says This link is for someone else. An old one says Ask your concierge for a new link.
What it remembers
Tap What it remembers. You see each note, who can see it (Shared with Maya or Only you) and where it came from (you wrote it, it learned it in a chat, or it comes from your guardrails). You can:
- Edit a note.
- Delete one (it asks first).
- Delete all of the notes in the view you are on, All, Shared or Only me (it asks first and says what it will delete).
- Add a note. New notes are Only me unless you share them.
Your partner never sees your Only me notes. If you unpair or delete your account, its memory is deleted, and it is in your data download.