Not many posts on Taj hotels here, but curious about others' experiences with the Taj Mahal Palace in Mumbai. I'll be staying there early next week (Sunday night to Tuesday night) and my experience so far has been pretty bad. Their website does not permit a guest to cancel or manage an existing reservation, and their app is just a mobile version of their poor website.

So I've had to email back and forth for changes and adds to the reservation and every time, they've messed something up. When I wanted to change the rate to a new, lower rate they were advertising they cancelled my new reservation instead. When I asked them to confirm the airport pickup they said they had no record of it. When I forwarded the email correspondence on the airport pickup and asked them to confirm I didn't get any response. I finally posted a negative review on another travel website and got a phone call and a email response within a half hour.

Guests at a supposed luxury hotel shouldn't have to kick up a fuss just to update a booking or get a confirmation of a car and driver pickup. Is this hotel particularly bad, or is this just India and I should expect poor service? I've only stayed in JW Marriott properties in India before and always had flawless service and now I'm second-guessing my decision to try Taj.

Would be curious to hear if my experience is the exception, or if this is normal for Taj?