Haru, a young woman feeling defeated after a series of unfortunate life events, decides to leave her stressful city life behind for a fresh start at a mysterious new job. She arrives at the Pokémon Resort, a tropical paradise where Pokémon are the guests and the staff's only mission is to ensure their stay is relaxing and fun. As a novice concierge, Haru is awkward, lacks confidence, and struggles to understand what the Pokémon truly need. Her first assignment from the resort's serene supervisor, Ms. Watanabe, is simply to spend the day relaxing, a task that proves more difficult than it sounds for the workaholic Haru.

The series follows Haru's journey of self-discovery as she learns to care for the resort's unique visitors. She is guided by her cheerful co-workers: the part-time employee Alisa and the helpful sanitation and fitness instructor Tyler. Her initial struggle to connect with the guests leads her to a shy, anxious Psyduck plagued by chronic headaches. After an accidental encounter, Haru and Psyduck form an unexpected bond, becoming partners as she begins to understand the importance of empathy and patience.

Throughout the four episodes of the first season, Haru faces challenges that mirror her own insecurities. She tries to help a Magikarp that cannot swim, only for it to unexpectedly evolve into a powerful Gyarados, teaching her that growth happens naturally. She also assists a visiting Pokémon Trainer named Nao, who is desperate to make his timid Pikachu more assertive. Haru eventually realizes that the Pikachu is happy as it is, leading to a personal breakthrough where she accepts her own need to simply be herself.

Produced by The Pokémon Company and Netflix in collaboration with the Japanese studio dwarf, the series is notable for its stop-motion animation, a technique that gives the world a warm, tactile feel. The first season concludes with Haru, having found her confidence with Psyduck by her side, fully embracing her role and her new home at the resort.

A second season of Pokémon Concierge continues Haru's story. Now more settled into her role, she and Psyduck welcome new Pokémon guests, including a Shinx, Luxray, and a Sealeo belonging to Tyler's uncle, Dan. The peaceful routine is interrupted by the arrival of Kent, a mysterious visitor from the city who is revealed to be Haru's ex-boyfriend. As a sudden storm hits the island, Haru finds herself in a precarious situation, leading to a dramatic rescue by an Arcanine whose trainer is none other than Kent, forcing her to confront her past while continuing to build her new life.