Robert Frank, MD sent a message to Adam Aron that said:
Dear Mr Mangas;
I am writing to you regarding our recent experience with Le Meridian Hotel in New Orleans. We were booked to stay at the hotel from May 17-21, 2019. We stayed at the Le Meridian in Chiang Mai, Thailand in January of this year and were thrilled with hotel and service. We were much less enthusiastic about this experience.
As you are well aware, the New Orleans hotel had a fire on May 12, 2019 which, according to online news of the event, resulted in evacuation of the hotel. From press reports, it appears that the fire was limited and the hotel was reopened that day. This appears not to have been the case.
We arrived on May 17 to the trucks blocking the entrance to the hotel and a young lady with a clipboard alerting us that we would be at another hotel.
My concern is that it would have been easy in the five days following the fire to advise me of the the change and ask me whether the new hotel would be acceptable. I was in New Orleans for a medical meeting at the convention center and the new location meant several hundred dollars in additional Uber charges over the five days of our visit. If we had been notified in advance we would have contacted one of several hotels closer to the convention center.
I think you owe it to your customers to tell them about such events rather than simply making arrangements for them. I appreciate your attention to this matter.
Robert Frank, MD