Hilton - Exceptions for Removing Post Stay Survey

Hilton - Exceptions for Removing Post Stay Survey

Hilton’s Global Policy on Survey Removal

Question: Can surveys be removed from the Stay Experience Platform?
Full surveys cannot be removed from Qualtrics for any reason. There is no effective way to ensure equitable survey removal requests across our global portfolio of over 7,000 hotels. Additionally, an extensive review of historical survey removals revealed minimal impact on Stay Scores (averaging 0.05% at the enterprise level).

Additionally, to uphold the integrity of post stay survey results, Hilton has established this policy to outline the types of comments within a survey that can be removed from the post stay survey records provided by guests.

Survey comments will only be removed from Qualtrics for very limited reasons, listed below, and they will need to be reviewed on a case-by-case basis.
  1. Slander against Hilton Employees (Remove comments, but not ratings)
  2. Racially motivated comments (Remove comments, but not ratings)
  3. National Disasters that cause inconvenience to a guest during their stay, such as natural disasters, wars, or political unrest (Remove comments, but not ratings)
For 3rd party responses to review sites, properties will need to contact the 3rd party review sites to have incorrect reviews removed. Hilton cannot reach out to 3rd party vendors on the property’s behalf.
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Once the 3rd party review site deletes the review, the property will need to submit a ticket and provide proof from the vendor, the review has been officially removed. 




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