Update Dec 1, 1300hrs GMT
The Taj Mahal Palace hotel Mumbai website seems to have turned off its reservation feature. There’s a link to separate page with the anchor text of “We are working to restore a symbol of Mumbai’s enduring spirit and dignity.” It leads to a site titled “Special Situation” which seems to be a well structured statement responding to the attacks. The writing I feel has a dignified tone that seems quite appropriate.
The original post:
While Taj Mahal Palace & Tower hotel in Mumbai underwent a siege, its website (as of Nov 29th) was and even now is still accepting reservations.
The screen shot below was taken around 1300 hours GMT on Nov 29th).
In all fairness the Taj Hotel group website had regular statements issued on its home page as shown in the screen shot below. However even this looks oddly out of place/disassociated with the reality of the situation with the promotional flash movie that is the dominant element of the page.
Understandably I doubt that the Taj site was prepared to respond to such a horrific event. Particularly tricky is the fact that the company operates other hotels across India and the world.
Which brings up the questions: How should the website respond when its physical institution suffers a terrible catastrophy. Specially when they are helpless to respond against something like a terror attack. Particularly in an industry like travel/hospitality? Something the Sri Lanka tourism industry must be very good at managing. I suppose its all about crisis communications and continuity planning – but outside the jargon, how do YOU think a hotel industry website should respond?