HOW TO REQUEST A SURVEY BE REMOVED FROM GUESTVOICE

1. First,  ensure you have a valid reason for survey removal. Valid reasons are listed below in the yellow box.
2. If you believe that you have a valid reason, please click this LINK , complete the guestVoice Survey Deletion Form and email to  guestVoice@marriott.com .
   

KEY INFORMATION

1. The decision from the guestVoice team on whether a survey will be removed from guestVoice is final and will not be reversed.
2. Survey deletion requests MUST be submitted within 30 days of the guest response date. All requests outside of this time frame will denied.
3. Any mention of scoring within the supporting documentation will cause the request to be denied.
4. Only the actual survey response will be used to determine if it qualifies to be removed, guest's subsequent emails or communications will not be considered.
5. guestVoice team reserves the right to require supporting documentation (i.e., PMS screen, billing report) if the survey does not clearly indicate the reason you are requesting removal of the survey.
6. guestVoice data is finalized at the end of each tracking period (June 30th and December 31st at 11:59 pm). Requests will be automatically denied if they are submitted after the data becomes final.
7. Please refer to the 2021 Global Accountability Program FAQ for details on the program.
   

NOTABLE EXAMPLES THAT WOULD NOT QUALIFY A SURVEY TO BE REMOVED

1. Guest arrived at the hotel and/or checked in and voluntarily decided not to stay
   
2. Hotel received correspondence from guest stating they answered the survey incorrectly and want their score changed
   
3. Hotel received correspondence from guest after the survey was completed stating they were rating a different hotel
   
4. Hotel claims an individual other than the guest (such as a booker or another family member) answered the survey on behalf of the guest
   
5. Guest was asked to leave the property
   
6. Guest was walked to the hotel
   
7. Acts of nature, hurricane, power outage
   
8. Guest used profanity within the survey comments
   
9. Survey was auto closed
   
10. Guest comments reference overall Brand or Company policies and/or standard (mask policy, smoking fee, etc.)
    
11. Guest was unhappy due to circumstances outside of hotels control
    
1. Reservation center (including third party booking sites)
   
2. Location of hotel
   
3. Valet service
   
4. Situations occurring in the parking lot, restaurant, or other outlet on property or off-site
   
5. Concerns regarding the guest’s Loyalty Account (points, stay credit, etc.)