Hilton’s Global Policy on Feedback Removal

Hilton’s Global Policy on Feedback Removal

Post Stay Survey Removal Policy

To maintain the integrity and consistency of guest feedback, Post Stay Surveys generally cannot be removed from the Stay Experience Platform under any circumstances. With a global portfolio of over 9,000 hotels it is not feasible to ensure equitable handling of survey removal requests. Furthermore, a comprehensive analysis of past survey removals showed a negligible impact on Stay Scores—averaging just 0.05% at the Enterprise level.

Hilton has therefore implemented a strict policy regarding the removal of specific guest comments from the Stay Experience Platform. While survey ratings will remain intact, certain types of comments may be removed under the following conditions:

Eligible Post Stay Survey Comment Removal Criteria

Guest comments may be removed only for the following reasons:

  1. Slanderous remarks targeting Hilton employees

    2. (Comments removed; ratings retained)

  2. Racially motivated or discriminatory language

    3. (Comments removed; ratings retained)

  3. TM Surveys: Survey submitted by Hilton Team Members or in violation of the Go Hilton program.

If you believe a guest comment meets one of these criteria, please submit a Stay Support ticket including:

  • Guest details
  • Reason for removal
  • All requests will be reviewed on a case-by-case basis. You will be notified within 7-10 business days.


Third Party Review Site Removal Policy

To request the removal of a guest review from a third-party site (e.g., Google, Yelp, TripAdvisor) properties must contact the third-party review site directly to have it removed. Please note, each third-party review platform operates under its own set of policies regarding review removal, often with broader criteria than those outlined by the Stay Experience Platform team. As a result, alignment between external platform policies and our internal guidelines is not guaranteed, and removal of reviews cannot be assured.

The Stay Experience Platform team reserves the right to deny removal requests or conduct further investigation if a review does not clearly meet the criteria explicitly stated in our removal policy. Consistent with our Post Stay Survey Policy, third party review removal requests will be carefully evaluated on a case-by-case basis to ensure fairness and transparency. In some cases, comments may be removed while the rating is retained.

If there is any indication of potential misuse of the review removal policy, the team may request additional details and conduct a thorough investigation.

If sufficient evidence is not provided, the Stay Experience Platform team maintains the right to deny survey removal requests to safeguard the integrity of the process.

Eligible Third-Party Review Removal Criteria

Guest reviews may be removed only under the following circumstances:

  1. Content: Slanderous remarks targeting Hilton employees
  2. Discriminatory Language: Racially motivated or discriminatory language
  3. Pre-Opening Reviews: Reviews submitted prior to the property's official opening date.
  4. Coordinated Negative Review Campaign : Reviews resulting from organized campaigns, protests, viral social media posts, bots, or pranks.
  5. Misplaced Reviews: Reviews intended for a different hotel property or brand.
  6. TM Reviews: Reviews submitted by Hilton Team Members or in violation of the Go Hilton program.

If a review meets the removal criteria outlined above and has been successfully disputed and removed by the third-party platform, you will receive a confirmation email from the third-party site. This confirmation serves as the required documentation to proceed with removal from the Stay Experience Platform.

Once you have received the review removal confirmation, please follow the steps below to ensure the review is also removed from the Stay Experience Platform:

  1. Submit a Stay Support ticket via ServiceNow.
  2. Include the following in your Ticket/Review Removal Request:
    • The original guest comment/review text or screenshot.
    • The name of the third-party site where the review was posted. (e.g., Google, Yelp, Trip)
    • A screenshot of the third-party confirmation email indicating the review has been removed.

Note, Hilton Stay Support agents cannot initiate or facilitate removal requests from third party sites on behalf of properties.

HILTON CONFIDENTIAL

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