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Wake-Up Call: Lessons Learned from Mumbai

by Sallie Brady | Published February 2009 | See more Condé Nast Traveler articles

The Starwood chain, for one, works with two security firms. "Several years ago, we overhauled our existing emergency and crisis procedures to address terrorism-related events as well as traditional crises," says Starwood spokesperson K. C. Kavanaugh. Access to its Mumbai properties is now restricted to guests.

What the Future May Bring
Hotel security experts say we can expect some of the following: no underground parking; the scanning of luggage upon arrival (already being done in Bangkok, Hong Kong, Jakarta, and Saudi Arabia); metal detectors at all entrances (currently used in Egypt, Indonesia, and Israel); bag searches; an end to luggage storage and to being allowed to send luggage or packages in advance of your arrival at the hotel; uniformed security in lobbies and restaurants; and random photo I.D. requests. In extreme cases, hotels may limit lobby access to registered guests and require key cards for once-open doors—a measure Hilton and Marriott have instituted at their Jakarta properties.

But until the industry makes dramatic changes, says Susan Gurley, executive director of the Association of Corporate Travel Executives, guests must be increasingly self-reliant. "You need to take ownership of your trip. You have the right to get on the phone and ask questions of the hotel [see "Sleep Tight"]. And if you're on a tour, you have the right to ask them of your tour operator."

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