万豪同意关闭中国网站一周。两个月后,网站重新开放,但缺失了一项关键功能。

2018年1月,一次邮件失误导致万豪被要求向中国政府致歉(我们在前一篇文章中曾探讨过这事件)。万豪遵照政府要求,关闭了其在中国的网站及应用程序。[1] 多家媒体报告称网站将被政府关闭一周。[2]

而少数报道则称万豪的中国网站被封至少两个月 – 并且重新开放后无法直接预订酒店客房。

这两个月当中,中国用户被重新转至一项错误信息

2018年1月11日,万豪的中文官网(www.marriott.com.cn/default.mi)从一个搜索网站被变为了一项错误页面。[3]

 

在被关闭之前,万豪在2018年1月11日的中国网站(通过网络文档收藏的屏幕截图)

 

2018年1月11日显示在万豪中国网站上的错误信息(通过网络文档收藏的屏幕截图)

 

错误页面中包含了万豪所发布的致歉声明:“万豪国际集团尊重中国的主权和领土完整。我们绝不支持任何损害中国主权和领土完整的任何分裂组织。我们对任何可能引起对以上立场误解的行为深刻道歉。”[4]

截止到接下来一周的中期,1月18日,网站重新发布了另一条通知。该信息承诺了网站将于下一周恢复使用。[5]

万豪的网站于2018年1月18日导入此通知(通过网络文档收藏的屏幕截图)

 

超过一周之后,于1月30日,该网站又出现一条新的维护信息:“很抱歉,网站关闭,我们正在努力修正包括搜索辅助功能在内的系统错误,并更新网站,感谢您的耐心。”[6]

万豪网站在2018年1月30日所显示的维护信息(通过网络文档收藏的屏幕截图)

 

万豪中文官网在两个月后恢复上线,但无法直接预订酒店客房

根据从Internet Archive所获得的万豪网站截图,万豪中文官网最早于3月23日开始恢复使用,这是在万豪致歉的两个多月之后。[7]但网站缺失了一项关键功能 – 直接预订酒店客房。

恢复后的官网向访客提供了前往万豪App的链接,万豪奖励微信服务号,以及客服电话。与之前版本不同,该网站并未提供搜索条来搜索酒店空房情况。

该功能的缺失使直接从网站预订变得更为复杂,尽管万豪的既定目标是要向在线旅行机构支付更少的费用。[8]

在4月27日,万豪宣布在飞猪 – 阿里巴巴的旅行服务平台 – 上推出重新设计的店面网页。[9]我们将在另外一帖探讨这一最新网站。

万豪尚未处理网址被关所带来的影响

万豪并未公开表示网址被关的具体时长,也没有在其美国的新闻稿中宣布网站恢复使用。

在2月份的投资者财报电话会议中有人询问了关于中国网站被关的问题, Arne Sorenson称,“我们不认为它对我们的财务业绩造成了一定影响。现在,公平来讲,这取决于我们不会在这方面发生更多错误,我们也在尽全力避免此类事件的发生。”[10] 这一预测是否真实,将会在5月8日万豪发布第一季度业绩报告时见分晓。[11]

 

[1] Abha Bhattarai, “China asked Marriott to shut down its website. The company complied.,” Washington Post, 1/18/18. https://www.washingtonpost.com/news/business/wp/2018/01/18/china-demanded-marriott-change-its-website-the-company-complied/?utm_term=.f12a5b4f362f

[2] Neil Connor, “China shuts down Marriott website for a week after hotel chain listed Tibet and Hong Kong as countries,” The Telegraph, 1/12/18. https://www.telegraph.co.uk/news/2018/01/12/china-shuts-marriott-website-week-hotel-chain-listed-tibet-hong/; Pei Li and Brenda Goh, “Shanghai temporarily closes Marriott website in China after questionnaire gaffe,” Reuters, 1/11/18. https://www.reuters.com/article/us-china-marriott/shanghai-temporarily-closes-marriott-website-in-china-after-questionnaire-gaffe-idUSKBN1F00UT; Sofia Lotto Persio, “Marriott China Apology: American Hotel Chain Website Shut Down After Taiwan, Tibet Gaffe,” Newsweek, 1/11/18. http://www.newsweek.com/marriott-hotel-china-apologizes-survey-challenging-beijings-territorial-claims-777763.

[3] Compare the version of the Marriott Chinese website captured earlier on 1/11/18 (marriott.com.cn/default.mi, screen capture 1/11/18 @ 01:15:04, Internet Archive (Wayback Machine), retrieved 4/13/18. https://web.archive.org/web/20180111011504/http://www.marriott.com.cn/default.mi) to the version captured later that day (marriott.com.cn/default.mi, screen capture 1/11/18 @ 23:39:06, Internet Archive (Wayback Machine), retrieved 4/13/18. https://web.archive.org/web/20180111233906/http://www.marriott.com.cn/default.mi).

[4] See marriott.com.cn/default.mi, screen capture 1/11/18 @ 23:39:06, Internet Archive (Wayback Machine), retrieved 4/13/18. https://web.archive.org/web/20180111233906/http://www.marriott.com.cn/default.mi. Translation our own.

[5] Site notice: marriott.com/marriott/mcomcn/sitenotice.mi, screen capture 1/18/18 @ 01:31:52, Internet Archive (Wayback Marchine), retrieved 4/13/18. https://web.archive.org/web/20180118013152/http://www.marriott.com/marriott/mcomcn/sitenotice.mi; redirected from Marriott.com.cn/default.mi, crawled 1/18/18 @ 01:32:16, Internet Archive (Wayback Machine), retrieved 4/16/18. https://web.archive.org/web/20180118013216/http://www.marriott.com.cn/default.mi.

[6] Maintenance message: marriott.com/marriott/maintenance-cn.mi, screen capture 1/30/18 @05:24:52, Internet Archive (Wayback Machine), retrieved 4/13/18. https://web.archive.org/web/20180130052452/http://www.marriott.com/marriott/maintenance-cn.mi; redirected from Marriott.com.cn/default.mi, crawled 1/30/18 @ 03:19:49, Internet Archive (Wayback Machine), retrieved 4/16/18. https://web.archive.org/web/20180130031949/http://www.marriott.com.cn/default.mi. Translation our own.

[7] Restored website: Marriott.com.cn, screen capture 3/23/18 @ 16:34:28, Internet Archive (Wayback Machine), retrieved 4/13/18. https://web.archive.org/web/20180323163428/http://www.marriott.com.cn/.

[8] Ankit Ajmera, “Marriott aims to cut commissions for online agencies: CEO,” Reuters, 4/3/18. https://www.reuters.com/article/us-marriott-intnl-india-onlinetravel/marriott-aims-to-cut-commissions-for-online-agencies-ceo-idUSKCN1HA1U3

[9] “Marriott International Elevates Travel Experience For Chinese Consumers With Enhanced Mobile Functionality And Global Wallet-Free Travel,” Marriott News Center, 4/27/18. http://news.marriott.com/2018/04/marriott-international-elevates-travel-experience-for-chinese-consumers-with-enhanced-mobile-functionality-and-global-wallet-free-travel/.

[10] Transcript of 4Q17 earnings call, Marriott, 2/15/18, p. 20. http://files.shareholder.com/downloads/MAR/5691911320x0x972253/9A46AEDC-4AEF-4222-85AB-2B1F85543903/MAR_Q4_Earnings_TRANSCRIPT_FINAL_2-15-18.pdf.

[11] “Marriott International Announces Release Date For First Quarter 2018 Earnings,” Marriott News Center (press release), 4/2/18. http://news.marriott.com/2018/04/marriott-international-announces-release-date-for-first-quarter-2018-earnings/.