ILTM Cannes 2023 The theme this year was “Memories Created Here”

ILTM Apartment Woes and a Warning

Back in 2022, when I attended the ILTM, I found myself confirming my attendance quite late, towards the end of November. At that point, the availability of hotel rooms was severely limited, with some hotels, including the Carlton, yet to open.

Faced with the lack of choice of hotels, I followed the advice of the CEO of Forbes Hotels and opted for an apartment. It turned out to be a wise decision—the rented apartment was not only fantastic but also conveniently located near the show. It was spacious, airy, and, most importantly, cost substantially less than the available hotel rooms.

Fast forward to 2023, armed with the knowledge of my early ILTM plans, I went online to secure an apartment. Expedia, with its countless options, caught my eye, and I booked a seemingly luxurious apartment—1 bedroom, 2 washrooms, and a price that seemed just right for a touch of luxury. However, two weeks prior to the show, I encountered a predicament. The host owner, O.N. (full name and email address available upon request), who had initially sent me a text, became unresponsive. In a bid to obtain information, I sought assistance from Expedia. They subsequently connected me with their partners, first VRBO and then Travelnest, both assuring me that they would contact the elusive host owner and provide the necessary details.

As my departure to Cannes approached, my attempts to get information became more frantic. Calls to Expedia, VRBO, and Travelnest yielded the same generic response “They will reach out to the host owner and get back to you.”

By December 1st, with my departure imminent, I had received no updates. Frustrated and nervous, I repeatedly contacted all three organizations, questioning what would happen if the host owner continued to withhold information. Unfortunately, none of them took responsibility, each passing the buck to the other. No compensation, no assistance—just a runaround that intensified my anxiety. In a last-ditch effort, I reached out to VRO, and Gabriel suggested that when I arrived in Cannes without information from the host, I should give them a call, and they would "look for" an apartment or hotel room. A ludicrous proposition, as no sane person would arrive in a foreign city with their suitcase in hand hoping for a last-minute rescue.

Fortunately, I had a lifeline—Michel Cottray, Managing Director of Hotel Martinez. Michel, a great hotelier and a true gentleman, promptly offered to accommodate me at his hotel. Grateful for friends in high places, I thank Michel immensely for his timely assistance.

The day before my departure, I made a final attempt to get answers from Expedia, VRBO, and Travelnest, each call adding to the expense. Frustratingly, none could provide any news on the situation. When I requested a refund for the paid apartment, Expedia and Travelnest promised to get back to me, while Gabriel at VRBO asked for proof of payment through a convoluted process. He sent me a link to a page that would take me a day to fill out just to prove that I had paid them. I enclose some of the questions below:

1.?????? Reservation ID:

2.?????? Brand/Listing Number:

3.?????? Dates of Stay:

4.?????? Total Paid:

5.?????? A copy of your credit card statement showing the following:

6.?????? Name of cardholder:

7.?????? Last four digits of the card:

8.?????? Transaction for the rental property:

9.?????? Additional proof of cancellation:

Meanwhile, when I spoke to Eduardo of Travelnest about compensation since the room at the Martinez was substantially more than the apartment, he said “here is another link and write us a note and we will review and get back to you no longer than 6 weeks.” Good Luck to me!

This account serves as a cautionary tale for anyone considering renting through Expedia, VRBO, or Travelnest. The lack of cooperation, accountability, and reasonable assistance from these so-called reputable companies was nothing short of atrocious. I strongly advise being cautious in your dealings with them and ensuring you have a backup plan, as my experience could have easily left me on the street, knocking on doors with a suitcase in hand.

**Do you know the Number of Brands advertised globally? According to STR, Chatbot, and our own research, there are over 1250 different brand choices the major companies (like Accor, Mariott, Hilton and IHG have over 160 brands) available for travelers to frequent as of January 2024. Staying at each brand for one night would take nearly four years, and given the constant establishment of new brands, the options continue to grow. It is like the ongoing maintenance painters of the Brooklyn Bridge in New York - just as it's painted over once, the process begins anew!

Interaction and why you should attend Hospitality get togethers

Human interaction appears to be on the decline, akin to the faded importance of fax machines and typewriters . Various factors contribute to this shift, including the impact of Covid-19, the rise of artificial intelligence, escalating costs, growing preference for remote communications; and I believe some people just prefer to hide behind their desks after Covid… Despite these explanations, I find immense value in participating in hospitality trade shows, conventions, conferences, and meetings. These events serve as the last bastion of humanity in an industry increasingly dominated by remote communication and automation, as exemplified by a Japanese deluxe hotel highlighted in our ?article in?www.renardnewsletter.com?this which is managed almost completely?(90%) with no human employees.

My sentiment and fear is this behavior will extend to the future of luxury. It is for this purpose that I actively participate in events like ILTM, ITB, HICAP, IHIF, NYU, ALIS, ATM and the Hotel Association Canada conventions. And ?this is why you should attend as well!!…Moreover we all should recognize their significance in gaining firsthand insight and understanding the path our industry is heading. These gatherings foster a genuine connection with the industry's culture, allowing us to meet our peers, share stories, and build meaningful relationships. Which cannot be achieved with distant communication.

Choosing emails over telephone calls, and zoom over in-person interactions undermines the essence of hospitality as an industry… ?As the word itself which means: “the friendly and generous personal ?reception, and entertainment of friends, guests, visitors and strangers”. If trade shows, conferences, and business meetings were to cease, the industry could be left in the hands of those leaders ?who lack a genuine understanding of hospitality beyond information gleaned from Google or LinkedIn. It is crucial to preserve these events for direct human connection, and to maintain ?hospitality with its true meaning…So ?lets shake hands on it