Taj Hotels

Every touchpoint of a Taj stay is expected to feel personal — the digital journey had to match.

tajhotels.com is the booking front door for IHCL — 150+ hotels in over 80 locations across 12 countries and 4 continents, under Taj, Vivanta, The Gateway and other brands. Beyond rooms, the same site sells dining, wellness, weddings, events, gifting and memberships, so one guest journey has to hold many products.

• Book a stayDestinations · Hotels · Rooms
• Experiences & offersTaj Holidays · Promotions
• MembershipsTaj InnerCircle – NeuPass · Epicure
• DiningRestaurant brands
• WellnessJ Wellness Circle
• CelebrationsWeddings · Meetings · Events
• GiftingE-gift cards

The digital experience didn’t live up to the brand.

With many brands, 80+ locations and products from rooms to weddings, booking and stay information was spread across separate screens. Guests repeated steps the hotel already knew, member benefits were hard to find at the moment of booking, and the look and feel varied from one property to the next.

Mapped the guest journey end to end.

• Guest journey mappingDiscover → book → stay
• Competitive reviewLuxury hotel booking flows
• Analytics reviewDrop-off points
• Usability testingGuests on web and mobile

Key insight: guests dropped off where they had to repeat information or compare rooms across separate screens.

One continuous journey, from first look to check-out.

Property discovery, room and rate selection, booking and in-stay services were redesigned as a single flow. A shared component system carries the Taj visual language across web and mobile, so every property feels part of the same brand.

Four decisions that shaped the journey.

1. 01Single booking flow
   Property, room, rate and extras in one continuous path.
2. 02Side-by-side room comparison
   Choose a room without jumping between pages.
3. 03Member benefits in the flow
   NeuPass and Epicure savings shown while booking, and returning guests start with their details filled in.
4. 04Brand component library
   One visual language across every property, web and mobile.

How success is measured.

Return on design: every booking completed on the brand’s own channel is one that doesn’t go through a commission-charging third party.

A consistent, brand-true booking and stay experience.

Delivered with a reusable component library that new properties and features can build on.