In the luxury hotel industry, there is no such thing as an arbitrary decision. Managers carefully consider every object, every color, every name to make sure they enhance the guest experience and reflect the hotel brand's image just right. Such decisions took on far greater significance at the Oberoi, Mumbai, in the aftermath of what's referred to locally as "26/11."On November 26,2008, Pakistani terrorists laid siege to Mumbai and targeted the five-star hotel along with a half dozen other sites in the city. After three days of gunfire and grenade blasts, 164 people were dead, including more than 30 of the Oberoi's staff and guests; parts of the building were devastated.
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