Hilton (Hotels) Global Ops Manual 09 Jan 2020

Hilton (Hotels) - Global - Brand
Operating Standards
06 January 2020
Hilton (Hotels) Standards - Global - Brand Operating Standards
Hilton (Hotels) Standards - Global - Brand Operating Standards
100 200 300 400 500

Main Table of Summary of THE BRAND GUEST GUEST ROOM FOOD AND WELLNESS AND
Contents Changes EXPERIENCE SERVICES AND BEVERAGE RECREATION
BATHROOM
600 700 800 900 1000 1100

MEETINGS AND BUILDING IDENTITY, ACCESSIBILITY, NOT NOT Glossary
EVENTS OPERATIONS SALES, AND SAFETY AND APPLICABLE TO APPLICABLE TO
AND DISTRIBUTION SECURITY THIS BRAND THIS BRAND
INFRASTRUCTU
RE
2 CONFIDENTIAL Hilton (Hotels) - Global - Brand Operating Standards Effective January 06, 2020
Hilton (Hotels) - Global - Brand Operating Standards Table of Contents
Summary of Changes
Summary of Changes ................................................................................................................................ Summary-1
100 THE BRAND EXPERIENCE
101.00 CORE BRAND STANDARDS ................................................................................................................. 100-2

102.00 RESORT DESIGNATION........................................................................................................................ 100-2
103.00 QUALITY ASSURANCE ......................................................................................................................... 100-3
104.00 NOT APPLICABLE TO THIS BRAND ..................................................................................................... 100-6
105.00 STRUCTURE AND DECOR ................................................................................................................... 100-6
106.00 BRAND HOSPITALITY ........................................................................................................................... 100-6
107.00 LEADERSHIP ......................................................................................................................................... 100-7
108.00 TEAM MEMBERS ................................................................................................................................... 100-9
109.00 LEARNING AND DEVELOPMENT ....................................................................................................... 100-10
110.00 ACCORDANCE WITH LOCAL LAW ..................................................................................................... 100-14
111.00 HILTON HONORS ................................................................................................................................. 100-14
112.00 NOT APPLICABLE TO THIS BRAND ................................................................................................... 100-21
113.00 SERVICE RECOVERY.......................................................................................................................... 100-21
114.00 GUEST ASSISTANCE........................................................................................................................... 100-22
200 GUEST SERVICES
201.00 CONCIERGE SERVICES ....................................................................................................................... 200-2

203.00 DRY CLEANING AND LAUNDRY SERVICE.......................................................................................... 200-2
204.00 FRONT DESK ......................................................................................................................................... 200-2
205.00 GROCERY DELIVERY SERVICE........................................................................................................... 200-3
207.00 LOBBY AMBASSADOR.......................................................................................................................... 200-3

208.00 LUGGAGE SERVICES ........................................................................................................................... 200-4
209.00 NEWSPAPERS / MEDIA......................................................................................................................... 200-4
210.00 PARKING ................................................................................................................................................ 200-4
211.00 PET POLICIES AND AMENITIES ........................................................................................................... 200-4
212.00 PRESSING SERVICE............................................................................................................................. 200-5
213.00 RETAIL MARKET /GRAB AND GO ........................................................................................................ 200-5
214.00 THIRD-PARTY CONCESSIONAIRE....................................................................................................... 200-6
217.00 TRANSPORTATION................................................................................................................................ 200-7
219.00 CULTURAL PROGRAM .......................................................................................................................... 200-9
221.00 HOTEL OPERATOR ............................................................................................................................. 200-13
222.00 PRE-ARRIVAL SERVICES ................................................................................................................... 200-13
300 GUEST ROOM AND BATHROOM
301.00 ROOM CATEGORIES............................................................................................................................. 300-2

302.00 CLOSET / ARMOIRE .............................................................................................................................. 300-2
303.00 IN-ROOM COFFEE AND TEA SERVICE ............................................................................................... 300-7
304.00 GUEST ROOM ACCESSORIES........................................................................................................... 300-10
305.00 THE BED............................................................................................................................................... 300-14
306.00 SOFA BED ............................................................................................................................................ 300-29
307.00 ROLLAWAYS ........................................................................................................................................ 300-29
308.00 CRIBS / BABY COTS............................................................................................................................ 300-29
309.00 BATHROOM ACCESSORIES AND EXPENDABLES........................................................................... 300-30
310.00 BATH AMENITIES ................................................................................................................................ 300-32
311.00 EXECUTIVE GUEST ROOM AND SUITE BATH AMENITIES.............................................................. 300-32
312.00 FULL SIZE AMENITIES ........................................................................................................................ 300-33
313.00 AMENITIES AVAILABLE UPON REQUEST ......................................................................................... 300-34
314.00 BATH TERRY........................................................................................................................................ 300-35
315.00 KITCHEN .............................................................................................................................................. 300-38

318.00 FITNESS GUEST ROOMS ................................................................................................................... 300-44
400 FOOD AND BEVERAGE
401.00 SERVICE OFFERINGS .......................................................................................................................... 400-2

402.00 SAFETY AND SANITATION.................................................................................................................... 400-6
403.00 IN-ROOM DINING................................................................................................................................... 400-8
405.00 BAR / LOUNGE..................................................................................................................................... 400-13
408.00 FOOD AND BEVERAGE MARKET ...................................................................................................... 400-22
410.00 RECREATION FOOD AND BEVERAGE .............................................................................................. 400-33
411.00 GUEST ROOM REFRESHMENT CENTER.......................................................................................... 400-34
413.00 EXECUTIVE LOUNGE.......................................................................................................................... 400-34
420.00 HILTON BREAKFAST ........................................................................................................................... 400-40
500 WELLNESS AND RECREATION
501.00 SWIMMING POOL AND WHIRLPOOL .................................................................................................. 500-2

502.00 FITNESS CENTER ................................................................................................................................. 500-3
503.00 SPA ......................................................................................................................................................... 500-7

505.00 TENNIS FACILITIES ............................................................................................................................. 500-11
507.00 KIDS CLUB ........................................................................................................................................... 500-12
600 MEETINGS AND EVENTS
601.00 GROUP AND MEETING INQUIRIES...................................................................................................... 600-2

602.00 MEETINGS GUARANTEE ...................................................................................................................... 600-2
603.00 MEETING PREPARATIONS AND FACILITATION .................................................................................. 600-2
604.00 MEETING PLANNER SURVEY .............................................................................................................. 600-5
605.00 FOOD AND BEVERAGE ........................................................................................................................ 600-5
606.00 UNIQUE MEETING CONCEPT ROOMS................................................................................................ 600-6
700 BUILDING OPERATIONS AND INFRASTRUCTURE
701.00 CALL ACCOUNTING SYSTEM .............................................................................................................. 700-2

702.00 PRIVATE AUTOMATED BRANCH EXCHANGE..................................................................................... 700-2
703.00 VOICE MESSAGING SYSTEM .............................................................................................................. 700-4
704.00 WAKE-UP CALLS ................................................................................................................................... 700-5
705.00 ON-PROPERTY SALES AND EVENT EXECUTION SOFTWARE ........................................................ 700-6
706.00 POINT OF SALE SYSTEM ..................................................................................................................... 700-6
707.00 PROPERTY MANAGEMENT TECHNOLOGY ....................................................................................... 700-7
708.00 EMAIL ACCOUNTS ................................................................................................................................ 700-9
709.00 DIGITAL ................................................................................................................................................ 700-10
710.00 INTERNET ACCESS ............................................................................................................................ 700-12
711.00 PUBLIC SPACE MUSIC AND ON-HOLD MESSAGING ....................................................................... 700-14
712.00 TELEPHONES ...................................................................................................................................... 700-15
713.00 TELEVISIONS....................................................................................................................................... 700-18
716.00 GUEST LAUNDRY................................................................................................................................ 700-28

718.00 PUBLIC RESTROOMS ......................................................................................................................... 700-28
719.00 SMOKING POLICY ............................................................................................................................... 700-29
721.00 ENGINEERING AND MAINTENANCE ................................................................................................. 700-30
722.00 HOUSEKEEPING ................................................................................................................................. 700-30
723.00 BUILDING EXTERIOR AND GROUNDS.............................................................................................. 700-33
725.00 SUSTAINABILITY ................................................................................................................................. 700-34
726.00 SIGNAGE.............................................................................................................................................. 700-36
728.00 AUTOMATED TELLER MACHINE (ATM) ............................................................................................. 700-38
729.00 BUSINESS CENTER ............................................................................................................................ 700-39
800 IDENTITY, SALES, AND DISTRIBUTION
801.00 HILTON TRADEMARKS AND LOGOS ................................................................................................... 800-2

802.00 BRAND IDENTITY .................................................................................................................................. 800-2
803.00 BRAND TRADEMARKS.......................................................................................................................... 800-3
804.00 BRAND PUBLIC RELATIONS ................................................................................................................ 800-3
805.00 ADVERTISING ........................................................................................................................................ 800-4
806.00 HOTEL COLLATERAL AND IDENTITY ITEMS ...................................................................................... 800-5
807.00 ENDORSED BRANDED PROPERTIES ............................................................................................... 800-13
808.00 HOTEL WEBSITE ................................................................................................................................. 800-13
809.00 MICROSITES........................................................................................................................................ 800-15
810.00 MOBILE APPLICATIONS...................................................................................................................... 800-17
811.00 BRAND CLUSTER SITES..................................................................................................................... 800-17
812.00 ONLINE IMAGERY ............................................................................................................................... 800-17
813.00 SOCIAL MEDIA..................................................................................................................................... 800-18
814.00 ROOM RATES ...................................................................................................................................... 800-20
815.00 PROPERTY INFORMATION................................................................................................................. 800-25
816.00 RESERVATIONS PROCESSING.......................................................................................................... 800-26
817.00 ACCREDITED INTERMEDIARIES, CHANNELS, AND PRODUCTS ................................................... 800-28

818.00 DISTRIBUTION..................................................................................................................................... 800-28
819.00 DEMAND GENERATION AND ECOMMERCE..................................................................................... 800-30
820.00 SENIOR RATE PROGRAM .................................................................................................................. 800-30
821.00 TRAVEL AGENT COMMISSION PROGRAM ....................................................................................... 800-32
822.00 GO HILTON........................................................................................................................................... 800-33
823.00 OWNER'S RECOGNITION PROGRAM ............................................................................................... 800-36
900 ACCESSIBILITY, SAFETY AND SECURITY
901.00 BUILDING CODE & GOVERNMENT REGULATION ............................................................................. 900-2

902.00 ACCESSIBILITY ..................................................................................................................................... 900-2
903.00 EMERGENCY RESPONSE AND CRISIS INCIDENT PLANNING ....................................................... 900-17
904.00 FIRE LIFE SAFETY .............................................................................................................................. 900-22
905.00 SKYLIGHT INSPECTION ..................................................................................................................... 900-23
907.00 GUEST ROOM SECURITY .................................................................................................................. 900-24
908.00 MASTER KEY CONTROL .................................................................................................................... 900-24
909.00 LOST AND FOUND .............................................................................................................................. 900-24
911.00 INFORMATION PRIVACY AND DATA PROTECTION.......................................................................... 900-25
912.00 INSURANCE ......................................................................................................................................... 900-31
913.00 EMPLOYEE SECURITY ....................................................................................................................... 900-41
914.00 RISK MITIGATION PLAN...................................................................................................................... 900-41
1000 NOT APPLICABLE TO THIS BRAND
1100 NOT APPLICABLE TO THIS BRAND
Hilton (Hotels) - Global - Brand Operating Standards Preface
This Standards Manual (“Manual”) has been developed to provide the Owner (as defined below) of the Hotel with the required minimum standards, procedures, rules,
regulations, policies, and techniques (the “Brand Standards”) of the Hilton (“Brand”) full service brand system (the “System”). To achieve and maintain high standards of
quality and service and associated goodwill for the System, it is essential that Owner strictly adhere to all elements of the System, including, without limitation, the Manual
and the Owner’s Agreement. Notwithstanding anything in this Manual to the contrary, the policies contained in the Resources to this Manual are not required to be adopted
by a franchised Hotel as long as the Hotel adopts a policy covering the subject matter in the attachment that meets all legal requirements.
All references in this Manual to “Owner” refer to the Owner operating under a License Agreement or Franchise Agreement (which may be the owner of the Hotel) or the
owner under a Management Agreement, as applicable, with the Brand (the “Agreement”). All references in this Manual to the “Hotel” refer to the Hotel that has been
provided with this Manual. At times this Manual imposes obligations on the Hotel that are essential to the System. Owner is responsible for ensuring the hotel’s compliance
with those obligations. All references in this Manual to the “Brand” refer to Hilton Franchise Holding LLC or HLT Existing Franchise Holding LLC if the hotel is designated as
a USA hotel. Otherwise, these references refer to Hilton Worldwide Franchising LP. All references to Hilton Worldwide refer to Hilton Worldwide, Inc.
These Brand Standards are subject to change, amendment, or supplement from time to time by the Brand. The Brand has the sole and absolute discretion to grant
exceptions to these Brand Standards as it deems appropriate.
These Brand Standards are designed to protect the System and the trademarks and service marks associated with the System, and not to control the day-to-day operation
of the Hotel. Owner at all times will remain responsible for the operation of the Hotel, and all activities occurring at the hotel. Owner must hire and train its own employees.
The Brand is not responsible for and does not direct or control the conduct of any Hotel employee.
Owner must comply with and maintain the Brand Standards at a level equal to or greater than as set forth in this Manual. Violation of any of these Brand Standards by
Owner shall constitute default of Owner’s Agreement and would allow the Brand to take all necessary action to protect the integrity of the System.
This Manual is the property of the Brand and is provided to Owner for use and reference during the term of its Agreement with the Brand. Additions and modifications to this
Manual will be posted at a website of which the Brand will provide Owner notice, or will be sent to Owner, and Owner must comply with these additions and modifications to
the same extent as if set forth in this Manual at this time. For the avoidance of any doubt, any such additions or modifications set forth at such a website are incorporated
herein by reference.
Owner must maintain the confidentiality of the Manual. Upon termination of its Agreement, Owner must return this Manual and all other confidential material owned, created,
or used by the Brand without retaining any photocopies.
At or about the time Owner executes the Agreement, the Brand will place Owner in a Region set forth below. The Region that Owner is placed in is within the sole and
absolute discretion of the Brand and may be modified from time to time. Owner must comply with all Brand Standards applicable to that Region, which includes those Brand
Standards that are not limited by Region.
For the avoidance of any doubt, if the applicability of a Brand Standard or a section of a Brand Standard is limited to a specific Region and the Owner has not been placed in
that Region, then the Brand Standard or section, as the case may be, is not applicable to the Owner. Conversely, if the Owner has been placed in that Region, the Owner
must comply with the Brand Standard or section.
For the avoidance of doubt, wherever it is stated in this Brand Standards Manual that certain requirements/specifications would apply where the Hotel has or decides/elects
to have certain elements, whether the Hotel has or will have such elements is to be determined in the sole discretion of Hilton Worldwide.
Portable Document Format (PDF) Disclaimer
© Copyright 2018 Hilton Worldwide.
The information contained in the portable document format (PDF) version of this manual represents the brand standards as of the effective date. Hilton Worldwide reserves
the right, at our sole and absolute discretion, to change modify, add or remove portions of these standards at any time. These brand standards should be used for internal
purposes only and may not be publicly distributed. This PDF contains confidential information and any unauthorized disclosure, copying or distribution of this material is
strictly prohibited.
Summary-
Hilton (Hotels) Summary of Changes
Change Applicable
Standard No. Old Summary New Summary
Type Locations
Effective January 1, 2020, a fee of $323 will be assessed

to each hotel for access, maintenance, support, and
enhancement of Brand Operations Technology Solutions
(including Quality Assurance, Product Improvement,
103.11 Addition Global
Waivers, and Renovation Cycle Management
applications). These applications provide a suite of tools
that assist hotels in achieving and maintaining compliance
with Brand requirements.
Staff will be knowledgeable about food composition and

ingredients and will acknowledge and ensure that any
guest allergy questions or issues are addressed. Team
109.08 Members must complete the Brand’s required training Revision Asia Pacific
programs including alcohol awareness (where locally
mandated), food handling and safety, fire and evacuation
procedures.
Target Audience:
• All Team Members
Brand Standard Training:
• The General Manager must complete the "Preventing

Human Trafficking: Recognizing the Signs” – Course
109.12.G 319301 annually via Hilton University Revision Global
• All other employees must complete a human trafficking
prevention course annually via one of the following
methods:
• Pre-shift brief
• "Human Trafficking: Recognizing the Signs" course
via Hilton University
• Classroom training
Summary-1 CONFIDENTIAL Hilton (Hotels) - Global - Brand Operating Standards Effective January 06, 2020
Change Applicable
Type Locations
• The General Manager must complete the “Preventing

Human Trafficking GM Acknowledgement" by
September 30th on an annual basis, confirming that all
employees have been trained
• New employees must be trained within 90 days of hire
The Hilton University course is available to all Franchised

hotels, or they may select a comparable training from a
vendor of their choice at their own expense. Each
Franchised hotel Owner/Manager is responsible for
abiding by any state or local regulations.
Legal obligations vary by region and may require training

for different subsets of employees or additional training
content that is not covered by the HU course.
Resources:
• All hotels: The Lobby > Corporate Responsibility >

Social Impact > Human Rights – Facilitator slides & Pre
Shift
• Franchised hotels: The Lobby > Inclusive and
Respectful Workplace
• Managed hotels: The Lobby > HR > Global Learning >
HU >Inclusive and Respectful Workplace
QA Verification:
• "Preventing Human Trafficking: Recognizing the Signs”
– Course #319301 or comparable training
• “Preventing Human Trafficking GM Acknowledgement”
Hilton Honors Members may earn up to a maximum of

Hilton Honors members may earn points on up to 4 rooms
100,000 Hilton Honors Base Points per stay. The hotel is
111.04 per stay, with no maximum points cap. In order to facilitate Revision Global
not permitted to check a guest out and in on the same day
to enable the guest to earn additional points; system
Change Applicable
Type Locations
controls will reject this type of manipulation.
Hotels wishing to give guests additional points for

the appropriate credit of points, the hotel must route all
extended stays may use HIPs (Honors Incentive Points)
room charges to the member's primary folio.
from marKIT to grant the guest additional points, at a cost
to the hotel.
Hotels wishing to grant guests additional points may use
HIPs (Honors Incentive Points) from marKIT, at cost to the
Members may earn points on up to 2 rooms on the same
hotel.
reservation. In order to facilitate the appropriate credit of
points, the hotel must route second room charges to the
member's primary folio.
Two bottles of water (minimum 330ml/12 oz) must be

placed in each guest room (Honors members and non-
Honors members) prior to guest arrival. Each bottle must
be presented with the approved Hilton Honors Bottled
Water Tag (available on marKIT). The hotel may choose to
charge Non-Elite Members and Non-Members for Caribbean |
consumption of the bottled water. Central
America |
If the hotel chooses to sell additional bottled water in the Mexico | South
111.05.B.1 Revision America | Asia
guest room, the brand must be different from the Honors
Pacific |
Benefit bottled water. The hotel must use the required Europe |
bottled water neck tag (available on marKIT). Middle East
and Africa
Compliance is required by June 30, 2020.
NOTE: This Standard does not apply in locations where

the local water is not rated for guest consumption and
complimentary bottled water is provided to all guests.

placed in each guest room (Honors members and non-
111.05.B.1 placed in each guest room (Honors Members and non- Revision North America
Honors members) prior to guest arrival. Each bottle must
Honors Members) prior to guest arrival. Each bottle must
Change Applicable
Type Locations

Water Tag (available on marKIT).
If in-room placement is not possible, the hotel must Water Tag (available on marKIT). The hotel may choose to
provide the Hilton Honors bottled water benefit at the charge Non-Elite Members and Non-Members for
Front Desk in the approved Hilton Honors Recycled Kraft consumption of the bottled water.
Bag. The hotel must select a consistent delivery method,
and may not switch between in-room and front desk If the hotel chooses to sell additional bottled water in the
delivery. guest room, the brand must be different from the Honors
Benefit bottled water. The hotel must use the required
The hotel may choose to charge Non-Elite Members and bottled water neck tag (available on marKIT).
Non-Members for consumption of the bottled water. If the
hotel chooses to sell additional bottled water in the guest Compliance is required by January 1, 2021.
room, the brand must be different from the Honors Benefit
bottled water. The hotel must use the required bottled NOTE: This Standard does not apply in locations where
water neck tag (available on marKIT). the local water is not rated for guest consumption and
NOTE: This Standard does not apply in locations where
the local water is not rated for guest consumption and
2 pairs of new, unused slippers must be provided prior to

Minimum quantity required: arrival in each suite and Executive guest room.
302.08.B • (2) - Pairs of Slippers in each suite and Executive guest Revision Australasia
room NOTE: This requirement does not apply to rubber
sandals.
2 pairs of new, unused slippers must be provided prior to

arrival in each guest room.
Minimum quantity required:
302.08.B Revision Asia Pacific
• (2) - Pairs of Slippers in each guest room
NOTE: This requirement does not apply to rubber
sandals.
The hotel must provide the following items as part of the

303.00 Brand-approved In-Room Coffee/Tea Service Content Deleted Deletion Global
solution. Regardless of length of stay, all items must be
Change Applicable
Type Locations
replenished daily on a complimentary basis to the defined

quantities.
NOTE: Top of Bed standards are currently under review NOTE: Top of Bed standards are currently under review
by the Brand. Once developed and communicated, the by the Brand. Once developed and communicated, the
hotel must adhere to these standards. Compliance will be hotel must adhere to these standards. Compliance will be
required by June 30, 2021. required by June 30, 2021.
The components listed in the charts below are required The components listed in the charts below are required
per guest room bed type. The requirements vary slightly per guest room bed type. The requirements vary slightly
depending on how the top of bed is made up by the hotel. depending on how the top of bed is made up by the hotel.
If the hotel triple sheets each bed, CHART 1 is required. If If the hotel triple sheets each bed, CHART 1 is required. If
the hotel prefers a duvet cover, CHART 2 is required. Top the hotel prefers a duvet cover, CHART 2 is required. Top
of bed elements must be procured through the Brand of bed elements must be procured through the Brand
approved program or meet the minimum specifications approved program or meet the minimum specifications
listed below. listed below. Caribbean |
Central
CHART 1 - TRIPLE SHEET BED COMPONENTS CHART 1 - TRIPLE SHEET BED COMPONENTS America |
Canada |
The hotel must utilize the Brand-approved solution for The hotel must utilize the Brand-approved solution for Mexico | South
305.00 Addition
America | Asia
each of the following components: each of the following components: Pacific |
Europe |
• Mattress and Box Set/Bed Frame or Platform • Mattress and Box Set/Bed Frame or Platform Middle East
• Mattress Topper • Mattress Topper and Africa
• Applicable Sheeting • Applicable Sheeting
• Applicable Pillowcases • Applicable Pillowcases
• Down Pillows • Down Pillows
• Pillow Protectors • Pillow Protectors
• Down Comforter/Duvet • Down Comforter/Duvet
• Bed Wrap • Bed Wrap
CHART 2 - DUVET COVER BED COMPONENTS CHART 2 - DUVET COVER BED COMPONENTS
The hotel must utilize the Brand-approved solution for The hotel must utilize the Brand-approved solution for
each of the following components: each of the following components:
• Mattress and Box Set/Bed Frame or Platform • Mattress and Box Set/Bed Frame or Platform
• Mattress Topper • Mattress Topper
Change Applicable
Type Locations
• Applicable Sheeting • Applicable Sheeting

• Applicable Pillowcases • Applicable Pillowcases
• Down Pillows • Down Pillows
• Pillow Protectors • Pillow Protectors
• Applicable Duvet Cover • Applicable Duvet Cover
• Down Comforter/Duvet • Down Comforter/Duvet
• Bed Wrap • Bed Wrap
310.05 BATH SOAP BAR (1.25 oz. / 35g) BATH SOAP BAR (1.25 oz. / 35g) Revision Americas
312.00 Addition Americas
If the hotel chooses to provide full size bath product

dispensers, the hotel must provide the 12.1 fl. oz. SOLera
bath product dispensers with the Brand’s bath amenity
line, Verbena & Lavender by Crabtree & Evelyn.
SOLera bath product dispensers must be installed on
bath/shower walls for the following brand approved
amenities:
312.02 12.1 fl. oz. in SOLera bath product dispenser Addition Americas
312.03 12.1 fl. oz. in SOLera bath product dispenser Addition Americas
12.1 fl. oz. in SOLera bath product dispenser

NOTE: A bath soap bar is not required if using 12.1 fl. oz.
Shower Gel in SOLera bath product.
The hotel must implement a minimum of 3 Five Feet to The hotel must implement a minimum of 3 Five Feet to
Fitness rooms. Prior to implementation, the hotel must Fitness rooms. Prior to implementation, the hotel must Americas |
obtain an approved layout for Five Feet to Fitness from obtain an approved layout for Five Feet to Fitness from Europe |
318.01 Addition
the Hilton Fitness team. Please refer the Hilton Fitness team. Please refer Middle East
to www.fivefeettofitness.hilton.com for required buildout, to www.fivefeettofitness.hilton.com for required buildout, and Africa
Change Applicable
Type Locations
equipment, and FF&E. Five Feet to Fitness is the only equipment, and FF&E. Five Feet to Fitness is the only
approved in-room fitness solution. approved in-room fitness solution.
Compliance with the Five Feet to Fitness program is Compliance with the Five Feet to Fitness program is
required for all new construction, PIPs, and for existing required for all new construction, PIPs, and for existing
hotels at the time of fitness center refresh OR hotels at the time of fitness center refresh OR
by December 31, 2021, whichever comes first. by December 31, 2021, whichever comes first.
The hotel must implement a minimum of 3 Five Feet to The hotel must implement a minimum of 3 Five Feet to
Fitness rooms. Prior to implementation, the hotel must Fitness rooms. Prior to implementation, the hotel must
obtain an approved layout for Five Feet to Fitness from obtain an approved layout for Five Feet to Fitness from
Caribbean |
the Hilton Fitness team. Please refer the Hilton Fitness team. Please refer Central
to www.fivefeettofitness.hilton.com for required buildout, to www.fivefeettofitness.hilton.com for required buildout, America |
equipment, and FF&E. Five Feet to Fitness is the only equipment, and FF&E. Five Feet to Fitness is the only Canada |
318.01 Revision
approved in-room fitness solution. approved in-room fitness solution. South America
| Europe |
Compliance with the Five Feet to Fitness program is Compliance with the Five Feet to Fitness program is Middle East
and Africa
required for all new construction, PIPs, and for existing required for all new construction, PIPs, and for existing
hotels at the time of fitness center refresh OR hotels at the time of fitness center refresh OR
by December 31, 2021, whichever comes first. by December 31, 2023, whichever comes first.
The hotel must operate a bar/lounge space that serves The hotel must operate a lobby bar/lounge that serves
liquor, beer, wine and non-alcoholic beverages and may liquor, beer, wine and non-alcoholic beverages. The
405.01 Revision Global
be an integrated component zoning within the restaurants lounge/bar must be open to non-guests and portray a
concept. unique local scene.
The hotel must comply with all menu offering requirements

405.05 Addition United States
by April 1, 2020.
All wines by the glass are to be presented, tasted and

405.05.C Addition United States
poured upon acceptance.
405.05.C.1 Addition United States
Executive Lounges are required and must comply with the

HOTEL AND RESIDENCE DESIGNATION ONLY: Asia Pacific |
413.00 below minimum requirements unless otherwise dictated by Revision
Europe |
a compliance date.
Change Applicable
Type Locations
Executive Lounges are required and must comply with the

below minimum requirements unless otherwise dictated by
RESORT DESIGNATION ONLY: a compliance date.
Middle East
and Africa
Executive Lounges are optional. If provided, the hotel RESORT DESIGNATION ONLY:
must comply with the below minimum requirements.
Executive Lounges are optional. If provided, the hotel
must comply with the below minimum requirements.
Caribbean |
Executive Lounges are required and must comply with the Executive Lounges are required and must comply with the Central
413.00 below minimum requirements unless otherwise dictated by below minimum requirements unless otherwise dictated by Revision America |
a compliance date. a compliance date. Mexico | South
America
CEREAL and/or NUTRITIONAL BARS (e.g. Kind Bar, Cliff Greater China
413.08.A.9 Bar, Nature Valley Granola, Quaker Oat Cereal Bar, etc.) Addition &
OR another similar item based on local market demand. Mongolia
Where Personal Viewing Screens (PVS) are installed,

disposable ear buds must be provided free to guests.
Earbuds must have a four foot cord, impedance of 32
502.08.A Addition Asia Pacific
ohms and sensitivity of 102 decibels. Earbuds can be
made available upon request with appropriate signage.
See Fitness.Hilton.com for Brand recommended earbuds.
The below standard is mandatory for all hotels with 5,000

sq ft of meeting space or greater.
The hotel must incorporate “Meet with Purpose” in every

meeting and event. “Meet with Purpose” highlights socially Europe |
603.01 Addition Middle East
and environmentally responsible ways for planners to and Africa
reduce waste, improve efficiencies and incorporate well-
being into their meetings.
Please refer to the “EMEA Meet with Purpose Playbook”
Change Applicable
Type Locations
for the Operations, Marketing and Sales requirements of

this program.
PATH: THE LOBBY > BRANDS > [HOTEL BRAND] >

PRODUCT & SERVICE INITIATIVES > MEET WITH
PURPOSE
Compliance is due March 1, 2020.
Water (fruit infused, sparkling, or still) must be available in

603.02.A.1 all meeting rooms. Compliance is required by December Addition Global
31, 2021.
Glassware must be a minimum of 6 oz. high-quality

acrylic. Brand-approved disposable glassware may be
603.02.A.2 used for groups over 250 attendees or upon request. Addition Global
Styrofoam is not permitted. Compliance is required by
December 31, 2021.
For meetings consisting of 20 attendees or less, water

must be provided in glass, high-quality acrylic, or stainless
steel pitchers placed on trivets. For meetings consisting of
603.02.A.3 more than 20 attendees, high-quality decorative or Revision Global
covered water dispensers must be available. Back of the
house equipment may not be utilized for guest use.
Compliance is required by December 31, 2021.
Instructions on how to connect to WIFI (available on

603.02.H marKIT) must be clearly visible. Compliance is required Revision Global
by December 31, 2021.
For meetings consisting of 20 attendees or less, the

following must be available at a minimum of one hour prior
603.02.I Revision Global
to the contracted start time:
Change Applicable
Type Locations
• Equipment so that each meeting attendee has access

to at least one (1) power outlet. Power must be
accessed by wall power outlets or (if required) power
extension equipment such as power strips, extension
cords, or modular power distribution towers. Power and
cable outlets and cords must be concealed from view
using cable management.
• Adaptors that allow connectivity between a variety of

devices (e.g., Apple, PC, Android, etc.).Wireless screen
sharing capability is preferred. Wired options are
permitted.
• Compatible accessories such as Slide Clickers, Laser
603.05.I Addition Global
Pointers, etc.
PATH: THE LOBBY > PRODUCT INNOVATION >

MEETINGS & EVENTS > TECH CATALOG ORDERING
GUIDE
The hotel must have the following audiovisual equipment

available at the hotel, or through an outside vendor in a
reasonable timeframe (compliant with 603.06):
• Visual aids including whiteboards, easels, and paper flip

charts or digital flip charts. Paper flip charts must be
unused and applicable markers and erasers must be in
acceptable working condition.
An Event/Meeting Manager or supervisor must provide a

means of direct communication (such as email, phone, or
text messaging application compliant with 709.04) to the
event facilitator that may be used from within the event
Change Applicable
Type Locations
space.
Guest requests, inquiries, problems or complaints

received by the Event/Meeting Manager must be
responded to and dealt with to the satisfaction of the guest
within 15 minutes, or within a reasonable timeframe
committed to by the Event/Meeting Manager when more
time is needed.
A minimum of 2 meeting rooms or 10% of the meeting

room count (whichever is higher; excludes ballrooms and
pre-function space), must be brand-approved Unique
Meeting Concept Rooms.
The hotel may opt to utilize a Brand-developed concept

(refer to THE LOBBY > PRODUCT INNOVATION >
606.00 MEETINGS & EVENTS for more information on brand- Addition Global
developed concepts) or implement an alternative meeting
room concept. All briefs and plans must be reviewed and
approved by Hilton Brand and Regional Architecture
Design and Construction prior to commencement of any
work.
Complimentary Standard Internet access must be offered Complimentary Standard Internet access must be offered
in the following locations (where applicable): in the following locations (where applicable):
710.07 • Lobby • Lobby Revision Global

• Bar/Lounge and Prominent Guest Dining Areas • Bar/Lounge and Prominent Guest Dining Areas
• Executive Lounge • Executive Lounge
• Self-Service Business Center • Self-Service Business Center
Change Applicable
Type Locations
This must be provided through automatic access or This must be provided through automatic access or
access cards. Complimentary Standard public area access cards. Complimentary Standard public area
Internet access must be set at 5 Mbps at a minimum. Internet access must be set at 10 Mbps at a minimum.
The hotel must choose one of the following options for The hotel must choose one of the following options for
guest Internet access: guest Internet access:
• Complimentary standard Internet access and paid • Complimentary standard Internet access and paid
premium Internet access premium Internet access
• Paid standard Internet access and paid premium • Paid standard Internet access and paid premium
Internet access Internet access
All paid offerings must be made available to guests at All paid offerings must be made available to guests at
prices that are competitive with prevailing charges in the prices that are competitive with prevailing charges in the
local market. local market.
All hotels must set individual bandwidth user caps which All hotels must set individual bandwidth user caps which
enable a minimum of 5 Mbps download/upload or higher enable a minimum of 10 Mbps download/upload or higher
for Standard Internet access and a minimum of 15 Mbps for Standard Internet access and a minimum of 30 Mbps
download/upload or higher for Premium Internet access download/upload or higher for Premium Internet access
and have sufficient bandwidth to deliver to that standard. and have sufficient bandwidth to deliver to that standard.
The bandwidth user caps for the Premium offering must The bandwidth user caps for the Premium offering must
always be at least 3 times higher than the Standard always be at least 3 times higher than the Standard
offering. offering.
The hotel may charge for Internet in the meeting space. The hotel may charge for Internet in the meeting space.
Pricing for the service must be competitive with prevailing Pricing for the service must be competitive with prevailing
charges in the local market. charges in the local market.
The fitness center must be equipped with a house

The fitness center must be equipped with a house telephone that has the following capabilities:
712.04.F telephone that can automatically dial to the front desk and Revision Americas
meet the Emergency Services Requirements. • Allows direct calls to outside Emergency Responders
(i.e., 911, 999, etc.)
Change Applicable
Type Locations
• Allows direct calls to a location that is manned 24 hours

a day
Compliance with this standard is in addition to the hotel's

independent obligation to comply with all applicable laws,
rules, and regulatory requirements, for which the hotel is
solely responsible.
The swimming pool area must be equipped with a house

telephone that has the following capabilities:
• Allows direct calls to outside Emergency Responders

(i.e., 911, 999, etc.)
The swimming pool area must be equipped with a house
• Allows direct calls to a location that is manned 24 hours
712.04.G telephone that can automatically dial to the front desk and Revision Americas
a day
meet the Emergency Services Requirements.
Compliance with this standard is in addition to the hotel's
independent obligation to comply with all applicable laws,
rules, and regulatory requirements, for which the hotel is
solely responsible.
The hotel must install Connected Room Edge Controllers The hotel must install Connected Room Edge Controllers
in all guest rooms. in all guest rooms.
713.01.G Addition United States
Compliance is due December 31, 2020 or within 1 year of Compliance is due December 31, 2020 or within 1 year of
installation of UnoNet. installation of UnoNet.
The hotel must install Connected Room Edge Controllers The hotel must install Connected Room Edge Controllers
in all guest rooms. in all guest rooms.
713.01.G Addition United States
Compliance is due December 31, 2020 or within 1 year of Compliance is due December 31, 2020 or within 1 year of
installation of UnoNet. installation of UnoNet.
All guest rooms and bathrooms must be fully serviced and All guest rooms and bathrooms must be fully serviced and
722.03.A cleaned on a daily basis. Hotels may not offer any kind of cleaned on a daily basis, unless the hotel is participating Revision Global
Change Applicable
Type Locations
in the Brand Approved Housekeeping Opt Out Program,

compensation for guests who opt out of receiving
Choose to Be Green.
housekeeping service.
RESIDENCE DESIGNATION ONLY:
Full housekeeping service must be offered a minimum of
Full housekeeping service must be offered a minimum of
three times a week with additional service available upon
three times a week with additional service available upon
request. Additional housekeeping service may be offered
request. Additional housekeeping service may be offered
at a cost to the guest.
at a cost to the guest.
Room attendants must change sheets every third day of a Room attendants must change sheets every third day of a
guest’s stay and on check-out, unless any of the following guest’s stay and on check-out, unless any of the following
occur: occur:
• Guest requests that their sheets be changed; • Guest requests that their sheets be changed;
• Linen is stained or damaged in any way; • Linen is stained or damaged in any way;
722.12 Revision Americas
• There is a discrepancy between Front Office and • There is a discrepancy between Front Office and
Housekeeping on the room status. Housekeeping on the room status.
• Guest is participating in the Choose to be Green • Guest is participating in the Choose to be Green
Housekeeping Opt Out Program. For details, see Housekeeping Opt Out Program. For details, see
Standard 722.15. Standard 722.15.
Room attendants only change towels on check-out or Room attendants only change towels on check-out or
when the towels are on the floor or in the bathtub unless when the towels are on the floor or in the bathtub unless
any of the following occur: any of the following occur:
722.13 • Guest requests to have towels changed by calling the • Guest requests to have towels changed by calling the Revision Global
Guest Service Hotline or Housekeeping Department; Guest Service Hotline or Housekeeping Department;
• The terry is stained or damaged; or • The terry is stained or damaged; or
• There is a discrepancy between Front Office and • There is a discrepancy between Front Office and
Housekeeping on the room status. Housekeeping on the room status.
The hotel must comply with the following minimum The hotel must comply with the following minimum
requirements for the Choose to be Green Housekeeping requirements for the Choose to be Green Housekeeping Canada |
722.15 Addition
Opt Out Program: Opt Out Program: United States
Change Applicable
Type Locations
• The Choose to be Green Program is the only • The Choose to be Green Program is the only
Housekeeping Opt-Out Program approved by the Housekeeping Opt-Out Program approved by the
Brand. No other variations or alternative incentives are Brand. No other variations or alternative incentives are
permitted. permitted.
• The In-Room Housekeeping Opt-Out Card (available on • The In-Room Housekeeping Opt-Out Card (available on
marKIT) must be provided in each guest room. marKIT) must be provided in each guest room.
• Hilton Honors Incentive Points (HIPs) request forms • Hilton Honors Incentive Points (HIPs) request forms
must be submitted weekly. must be submitted weekly.
Compliance is required by March 31, 2020. Compliance is required by March 31, 2020.
NOTE:Please refer to the Choose to be Green Program NOTE:Please refer to the Choose to be Green Program
Guide for specific guidelines. Guide for specific guidelines.
The hotel must comply with the following minimum The hotel must comply with the following minimum
requirements for the Choose to be Green Housekeeping requirements for the Choose to be Green Housekeeping
Opt Out Program: Opt Out Program:
• The Choose to be Green Program is the only • The Choose to be Green Program is the only
Housekeeping Opt-Out Program approved by the Housekeeping Opt-Out Program approved by the
Brand. No other variations or alternative incentives are Brand. No other variations or alternative incentives are
permitted. permitted.
722.15 • The In-Room Housekeeping Opt-Out Card (available on • The In-Room Housekeeping Opt-Out Card (available on Revision Americas
marKIT) must be provided in each guest room. marKIT) must be provided in each guest room.
• Hilton Honors Incentive Points (HIPs) request forms • Hilton Honors Incentive Points (HIPs) request forms
must be submitted weekly. must be submitted weekly.
Compliance is required by March 31, 2020. Compliance is required by March 31, 2020.
NOTE:Please refer to the Choose to be Green Program NOTE: Please refer to the Choose to be Green Program
Guide for specific guidelines. Guide for specific guidelines.
If the hotel provides an electronic “Do Not Disturb” If the hotel provides an electronic “Do Not Disturb”
806.02.A Revision Global
function, a door hanger is not required. function, a door hanger is not required.
Change Applicable
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In regions where plastic is prohibited, re-usable laundry

806.02.J Content Deleted Deletion Global
bags are permitted.
If the hotel chooses to activate or maintain social

channels, it must comply with the Standards below.
The hotel may choose to activate its own social media
Additional guidance may be found on marKIT and the
channels in accordance with the Brand Social Media Americas |
Hilton Social Hub. Contact the eCommerce Consulting
Guidelines, but only if the hotel’s TripAdvisor Negative Europe |
813.00 Group (ECG) for more information about the Brand and Revision
Response Rating is above the Brand’s average rating. Middle East
Enterprise Social Media Guidelines. and Africa
Hotel must consult with their eCommerce Manager and
BPS before initiating.
For more information, please visit
www.HiltonECGsupport.com.
If the hotel chooses to activate or maintain social

channels, it must comply with the Standards below.
Additional guidance may be found on marKIT and the
813.00 Revision Asia Pacific
Hilton Social Hub. Contact Marketing & eCommerce
Consulting (MECC) for more information about the Brand
and Enterprise Social Media Guidelines.
The hotel must meet the following requirements in order to

By creating social channels and having a presence in create new social channels or continue the operation of
social media, the hotel acknowledges it will ensure existing social channels:
adequate management of these social channels daily and • Register a Social Media Champion through PIM. In
moderate, respond, and service these channels as order to register as a Social Media Champion the Team
needed. Member must have approval from the GM to manage
their hotel’s social media presence
• Include full proper name of the hotel as it appears on • Maintain a 90% or higher TripAdvisor Negative (1-3)
Brand.com in the hotel’s handle (online name) Review Response Rate for the previous calendar year
whenever possible. • Post at least once per channel, per month
• Choose the best images of the hotel for use in social • Use Sprinklr, Hilton’s only approved enterprise-wide
channels. Ensure the hotel has appropriate permission social media management tool, to manage and post to
to use any copyrighted materials and has obtained their social media channels, or when not available, post
proper release forms from any people in images. natively through each social channel. No other third
party social management tools may be connected to
the hotel’s social channels without express approval
Change Applicable
Type Locations
from the corporate Social Governance and Operations

team. Click here for information on obtaining a Sprinklr
license.
The hotel may only create social media accounts on the

approved channels listed below. Requests for additional
channels not listed here must be submitted to the
corporate Social Governance and Operations team and
will be reviewed and processed on a case by case basis.
Approved Channels:
Channels must include hotel contact information and a
direct link to the hotel homepage on brand.com. Channels • Facebook Americas |
must be created with a generic e-mail address (rather than • Twitter Europe |
813.02 Revision
one belonging to an individual employee). The hotel must • Instagram Middle East
keep a file of registration e-mail addresses, user IDs and • VK (Russia only) and Africa
passwords for all hotel channels.
Social media marketing for hotel-related amenities
(weddings, spa, restaurant(s), golf course/club, public
facing team member/employee accounts, etc.) must be
run through the hotel’s social account. The hotel may not
create separate social media accounts for each amenity
without express approval from the corporate Social
Governance and Operations team.
The hotel may only create social media accounts on the

approved channels listed below. Requests for additional
channels not listed here must be submitted to the
corporate Social Governance and Operations team and
will be reviewed and processed on a case by case basis.
813.02 Revision Asia Pacific
Approved Channels:
• Facebook
• Twitter (Japan Only)
• Instagram
Change Applicable
Type Locations
• Weibo (China Only)

• WeChat (China Only)
• Line (Japan Only)
Social media marketing for hotel-related amenities

(weddings, spa, restaurant(s), golf course/club, public
facing team member/employee accounts, etc.) must be
run through the hotel’s social account. The hotel may not
create separate social media accounts for each amenity
without express approval from the corporate Social
Governance and Operations team.
Social media accounts must be created with a generic e-

mail address (not an individual Team Member) unless
otherwise instructed by the Social Media Operations team.
The login credentials for such accounts must be shared
with at least 2 Team Members at the property to avoid loss
of access. The hotel must take appropriate steps to
maintain access to manage its social media accounts and
notify the corporate social team immediately if access is
lost.
• Facebook: The hotel’s Facebook page must be set up
Do not use third-party applications on the hotel’s social as a business page and connected to at least two Team
813.03 media pages. The hotel cannot control the safety of these, Members’ personal Facebook accounts. According to Revision Global
or pathways from these applications. Facebook’s guidelines, the hotel may not create a
dummy personal account to manage the business
Facebook page.
• The hotel must connect their business Facebook
page to the brand’s Facebook Location Structure.
Instructions on how to connect and information about
the location structure are available on the Hilton
Social Hub
• Instagram: The hotel’s Instagram account must be
created as a business account and connected to its
business Facebook page.
Change Applicable
Type Locations
• The hotel must comply with all laws related to social

media, including FTC guidelines in the US. Compliance
with this standard is in addition to the hotel's
independent obligation to comply with all applicable
laws, rules, and regulatory requirements, for which the
hotel is solely responsible.
• Channels created prior to May 2019 must maintain a
minimum of 100 followers. New channels must achieve
100 followers within 3 months of account creation
• The hotel must adhere to the platform’s guidelines
regarding review solicitation. The hotel may not offer
incentives in exchange for reviews. In order to share
positive guest reviews on social media, the hotel must
follow the User Generated Content process outlined on
the Hilton Social Hub
Never use internal databases of guest information through

social channels. Use of this information is restricted to
The hotel must follow Hilton guidelines regarding use of
protect the privacy of guests and business partners.
813.04 Personal Identifiable Information (PII) for social media Revision Global
Contact information collected through a social media
marketing.
channel may only be used through the channel in which it
was collected.
All promotions, surprise and delight campaigns, and offers

promoted through social channels must adhere to
individual platform guidelines and be accompanied by All promotions, offers, contests, and sweepstakes
terms and conditions provided by Legal and reviewed by promoted through social channels must adhere to the
the applicable eCommerce manager. individual platform guidelines, be approved by the brand,
include lawful terms and conditions, and be reviewed by
813.05 Follow brand marketing, identity, advertising, online and Revision Global
legal counsel. Compliance with this standard is in addition
public relations guidelines in addition to relevant laws
to the hotel's independent obligation to comply with all
concerning marketing, advertising and intellectual
applicable laws, rules, and regulatory requirements, for
property. Comply with laws governing copyright and fair
which the hotel is solely responsible.
use of copyrighted material owned by others. Link to
online references and original source materials directly.
Change Applicable
Type Locations
The hotel may not solicit online consumer reviews or

directly post online consumer reviews. Such activity
includes encouraging guests to post reviews and/or
offering incentives in exchange for reviews.
The hotel must ensure adequate management of all active

social accounts daily and moderate, respond, and service
Use Brand-approved templates for channel design, when
813.06 these accounts. The Social Media Operations team will Revision Global
applicable.
hide or deactivate social media accounts that are non-
compliant.
The hotel must offer all rates, inventory and products The hotel must offer all rates, inventory and products
available to the general public through official Hilton available to the general public through official Hilton
booking channels (“Hilton Channels”), which include Hilton booking channels (“Hilton Channels”), which include Hilton
websites, Hilton call centers and the Hilton Honors App. websites, Hilton call centers and the Hilton Honors App.
No general public rates, inventory or products may be sold
through any non-Hilton website or any other non-Hilton No rates, inventory or products may be sold through any
channel unless also made available (at no less favorable non-Hilton website or any other non-Hilton channel unless
terms, at the same time and to the same extent) to the also made available (at no less favorable terms, at the
Hilton Channels. All general public rates, inventory and same time and to the same extent) to the Hilton
products must be consistent across all Hilton Channels. If Channels.
the hotel chooses to provide non-Hilton websites or any
other channel (including third-party resellers and If the hotel seeks to provide non-Hilton websites or any
wholesalers, merchant model websites, GDS, etc.) with a other channel (including third-party resellers and
general public rate offering that is lower than what is wholesalers, merchant model websites, GDS, etc.) with a
currently being offered through the Hilton Channels, that rate offering that is lower than what is currently being
new lower rate must be made available (at no less offered through the Hilton Channels, that new lower rate
favorable terms, at the same time and to the same extent) must be made available at no less favorable terms, at the
through the Hilton Channels. The hotel may provide lower same time and to the same extent through the Hilton
rate offerings to Hilton Accredited third parties without Channels.
being required to offer the same low rates to the Hilton
Channels only if: the hotel brand is not discernible at or The hotel may provide lower rate offerings to Hilton
before the time of purchase (true opaque channels); or the Accredited third parties without being required to offer the
third party is a wholesaler who resells such rates only in same low rates to the Hilton Channels only if: the hotel
bundled packages to the guest where the hotel rate is not brand is not discernible at or before the time of purchase
Change Applicable
Type Locations
(true opaque channels); or the third party is a wholesaler

who resells such rates only in bundled packages to the
guest where the hotel rate is not discernible.
discernible. In addition to other remedies, if the hotel
violates this Brand Standard, it will be charged the actual
In addition to other remedies, if the hotel violates this
cost of the resolution (at a minimum honoring the lowest
Brand Standard, it will be charged the actual cost of the
price) plus the current Guest Assistance intervention fee.
resolution (at a minimum honoring the lowest price) plus
Violations will be documented and escalated through the
the current Guest Assistance intervention fee. Violations
normal Quality Assurance process. The hotel must honor
will be documented and escalated through the normal
the Price Match Guarantee (or its successor URL), as
Quality Assurance process.
such Price Match Guarantee may change from time to
time.
The hotel must honor the Price Match Guarantee (or its
successor URL), as such Price Match Guarantee may
change from time to time.
Prior to implementation, resort fees must be reviewed by

Brand Management and approved via the designated
brand process. To be eligible to implement a resort fee, a
hotel must:
• Be listed on www.hiltonresorts.com
• Include the word “resort” in the property’s legal name
(exceptions may be granted for Collection branded
hotels)
814.05.A Addition Americas
• Be substantially compliant with all applicable resort
Brand Operating and Design, Construction and
Renovation Standards
• Be located in a resort destination where at least one
local market STR primary competitive set hotel applies
a resort fee
• The Brand may revoke the Resort Fee if the following
requirements are not met:
• Must not be in financial default with the Brand
Change Applicable
Type Locations
• If applicable, must have a passing grade on the

Product Improvement Plan as per the most recent
QA Brand/Compliance report
• Must have an acceptable SALT score or better per
the most recent QA/Brand Compliance report
• Must maintain a Quality Assurance score of 85% or
higher
• Accept a liberal rebate policy for any guest disputes
A Resort Fee may be considered by the Brand if the hotel

meets all of the following criteria:
• Represents a bundle of amenities that would otherwise

be charged individually upon use of the amenity (e.g.,
Parking, selected third-party activities, etc.)
• Offers complimentary basic internet for non-Diamond
guests
• Does not include amenities and/or services that are
required as free in the brand’s operating standards
(e.g., newspapers, pool towels, etc.)
• If applicable, hotel owner must sign and return the
Mandatory Guest Fee amendment to the Agreement
which includes the inclusion of Mandatory Fees as
Gross Rooms Revenues or Total Room Revenues for
purposes of calculating royalty and program/GSB fees
NOTE: For hotels that have implemented this charge prior

to August 12, 2019, this standard will be effective upon
the expiration of the current waiver.
Prior to implementation, an urban destination fee must be

reviewed by Brand Management and approved via the
designated brand process. Conversion hotels that have
814.05.B Addition Americas
had an urban destination fee or equivalent program for at
least 365 days prior to entry into the Hilton system will be
Change Applicable
Type Locations
permitted to continue their existing program until the end

of the next budget cycle, at which time the hotel must
conform to Hilton’s Urban Destination Fee program.
To be eligible to implement an Urban Destination Fee, a

hotel must:
• Be located in an urban area as approved by the Brand.

An urban area is defined as being within a 5 mile
perimeter (As defined by geocentric measurements on
Hilton.com. (For example: Hilton NY Midtown is .43
miles from New York, NY center)) of a major city center.
• Be located where at least one nationally recognized
branded hotel in the local market STR primary
competitive set charges a similar fee
• The Brand may revoke the Urban Destination Fee if the
following requirements are not met:
• If applicable, must have a passing grade on the
Product Improvement Plan as per the most recent
QA/Brand Compliance report
• Must have an acceptable SALT score or better per
the most recent QA/Brand Compliance report
• Must maintain a Quality Assurance score of 85% or
higher
The Urban Destination Fee MUST include only the

following items:
• Complimentary premium guest internet for all non-

Diamond guests
• Food and beverage credit of a specific dollar amount
equal to the proposed mandatory fee
• One additional on-property benefit or amenity
Change Applicable
Type Locations
An Urban Destination Fee may be considered by the

Brand if the hotel meets all of the following criteria:
• Does not include amenities and/or services that are

required as free in the brand’s operating standards
(e.g., newspapers, pool towels, etc.)
• If applicable, hotel owner must sign and return
Mandatory Guest Fee amendment to the Agreement
which includes the inclusion of
Mandatory Fees as Gross Rooms Revenues or Total
Room Revenues for purposes of calculating royalty and
program/GSB fees.
NOTE: For hotels that have implemented this charge prior

to August 12, 2019, the standard will go into effect on
December 31, 2020.
A Pass-Through Fee is a payment charged and collected

by the hotel from a guest that fits all of the following
criteria:
• Levied by a 3rd party or external entity (not to include

voluntary cooperation among hotels or contractual
Add-on fees must be approved by the Brand Management obligations entered into by the hotel owner)
Team through the waiver process. Add-on fees, other than • Paid to a 3rd party or external entity in the exact
resort charges, must be “opted in” by each guest and must amount charged and collected
be clearly disclosed before the charge is incurred. • Not a gratuity or gratuity-like payment
• Not classified as a tax
Prior to implementation, these fees must be approved by

Revenue Management via the appropriate charge
submission form.
Change Applicable
Type Locations
Examples of Pass-Through Fees include, but are not

limited to, the following:
• Destination Marketing Fee

• Tourism Public Improvement District Fee (TPID)
• Tourism Assessment
• Improvement Assessment
• Any other similar fees
NOTE: Only a bona-fide tax can be entered in the tax

fields.
Quality Assurance Auditors, PIP Team, Renovation Cycle

Management team members, or other Brand personnel
conducting consultations, evaluations or other business
that benefits the hotel must be offered complimentary
room and tax, meals on property and regular incidentals.
816.10 An opening or converting property must provide Addition Americas

complimentary lodging for Hilton team members traveling
for the opening process. If the converting property is in
operation, lodging must be provided at the property. If, for
any reason, rooms are not available in the opening hotel,
lodging must be provided at a property in market at the
opening hotel’s expense.
All hotels must participate in the Brand’s EDGE program

The hotel must participate in the Corporate Hilton
that includes eCommerce and search engine marketing.
Advance program which is a simplified digital paid media
Hotels that participate in the International Reservation
strategy, metasearch top-up, and destination marketing
Fund (IRF) will not transition to EDGE at this time.
co-op. Bookings via digital channels, including brand
Participating hotels are required to submit their EDGE websites, program-funded paid media, price-comparison
commission reports daily and pay all associated program sites, destination marketing campaigns, and other direct
fees on consumed commissionable online bookings bookings are commissionable.
including Pay-per-click (PPC) advertising (paid search),
Change Applicable
Type Locations
display advertising, price comparison sites and other

direct response paid media as outlined per this program.
For more details on the Edge program, please follow the For more details on the Advance program, please visit
PATH below. Hilton.com/Advance.
PATH: THE LOBBY > DEPARTMENT > MARKETING-
AMERICAS
Participation in FastPay, and payment of group

intermediary commission via FastPay, is required.
Fastpay is a program that has the built-in technology to

automate and centrally pay commissions to group
intermediaries, facilitating a more efficient billing process
and reduced cancellation work by the hotel that will save
time and administrative costs. Hotel must use only Brand-
accredited group intermediaries. A list of the Brand-
accredited group intermediaries is available on the
Distribution services page on the Lobby.
Commission amounts paid to brand – accredited group Europe |

820.04 intermediaries via FastPay are calculated based on the Addition Middle East
room revenue and Ancillary items (F&B, Meeting space and Africa
rental) generated by the meeting and base group sales
commission rate as outlined in our group commission
guidelines.
To facilitate efficient and accurate payment, the group

pickup numbers must be turned in within 2 weeks of group
ending shoulder date. If group pickup is not received
within 2 weeks of group ending shoulder date, Distribution
Services will initiate payment to the group intermediary
based on the invoiced amount. Hotel must notify
Distribution Services if at least 90% of master bill room
revenue has not been paid at the time that the group pick
Change Applicable
Type Locations
up is submitted. All FastPay commission payments must

be routed centrally through Distribution Services. Any
credits due to the hotel will be reflected on the monthly
Distribution Services/TACS invoice.
You and your management company must protect the

reputation of the hotel, Hilton and our affiliates at all
times. In the event that a Threat or Crisis Incident
adversely affects, or has the potential to adversely affect,
the reputation of the hotel or Hilton, you and your
903.05 Addition Global
management company must immediately create a plan to
repair any potential reputational damage to the hotel and/
or Hilton and our affiliates and must collaborate and obtain
approval from Hilton relating to such plan. Such Plan
must comply with Section 903.00.
100 - THE BRAND EXPERIENCE
THE BRAND EXPERIENCE

100-
101.00 CORE BRAND STANDARDS........................................................................................................................................... 100-2

102.00 RESORT DESIGNATION ................................................................................................................................................. 100-2
103.00 QUALITY ASSURANCE................................................................................................................................................... 100-3
104.00 NOT APPLICABLE TO THIS BRAND .............................................................................................................................. 100-6
105.00 STRUCTURE AND DECOR............................................................................................................................................. 100-6
106.00 BRAND HOSPITALITY..................................................................................................................................................... 100-6
107.00 LEADERSHIP................................................................................................................................................................... 100-7
108.00 TEAM MEMBERS ............................................................................................................................................................ 100-9
109.00 LEARNING AND DEVELOPMENT ................................................................................................................................ 100-10
110.00 ACCORDANCE WITH LOCAL LAW............................................................................................................................... 100-14
111.00 HILTON HONORS .......................................................................................................................................................... 100-14
112.00 NOT APPLICABLE TO THIS BRAND ............................................................................................................................ 100-21
113.00 SERVICE RECOVERY ................................................................................................................................................... 100-21
114.00 GUEST ASSISTANCE .................................................................................................................................................... 100-22
100-1 CONFIDENTIAL Hilton (Hotels) - Global - Brand Operating Standards Effective January 06, 2020
THE BRAND EXPERIENCE Refer to Hilton (Hotels) for Brand Operating Standards. Design, Construction and Renovation Standards specific to [RESORT/
RESIDENCES] can be found in Section 2500.
101.00 CORE BRAND STANDARDS

Quality Assurance checks for compliance with all Brand Standards. However, non-compliance with any one of the following Core Brand Standards will result
in an overall Red Zone for Brand Standards Compliance and potential Agreement default and termination.
101.01 ENTERPRISE
• Hilton Honors (Refer to Section 111.00)
• Fire Life Safety (Refer to Section 904.00)
• LightStay (Refer to Standard 109.14.A)
• Internet Access (Refer to Section 710.00)
• Inclusive and Respectful Workplace Training (Refer to Standard 109.04.Q)
101.02 BRAND
• Hilton Blue Energy (Refer to Standard 106.02)
• Make it Right (Refer to Standard 106.03)
• Brand Training (Refer to Section 109.00)
• The Bed (Refer to Section 305.00)
• Food and Beverage Service (Refer to Section )
• Breakfast (Refer to Section 420.00)
• Fitness (Refer to Section 502.00)
101.03 INITIATIVE
• Digital Key (Refer to Standard 709.02)
102.00 RESORT DESIGNATION

The designation of "Resort" may be granted by the Brand if the hotel is located in a viable resort destination market; the hotel design, look and feel is
conducive to a resort setting; and the hotel complies with all Brand Standards contained in this Manual. Designation requests must be approved by Brand
Performance Support prior to activation.
102.01 SKI RESORT DESIGNATION
To be designated as a SKI RESORT, the hotel must meet the following minimum requirements:
• The hotel must be located at a ski area with a village and offer a full range of ski packages.
• Lifts, gondolas, or shuttle/buses to lifts must be within a 10-minute walk from the hotel.
• Other transportation, such as shuttle/buses, must be within a 15-minute ride to lifts.
• Ski storage must be available on site.
• Guests must be able to purchase lift tickets on site.
• Guest must be allowed to charge services to guest room accounts.
102.02 GOLF RESORT DESIGNATION

To be designated as a GOLF RESORT, the hotel must meet the following minimum requirements:
• A golf course on-site is preferred. As an alternative, there can be a golf course within a 3-4 mile (5-6 km) drive from the hotel.
• A complete range of golf packages must be offered.
• The hotel must have reserved access to preferred tee times.
• Complimentary transportation must be available (if course is not on-site).
• Golf bag/club storage must be offered at the hotel.
• There must be a pro shop with a retail/resident pro o- site.
• Bag, club, and shoe rental must be available.
• The hotel must have a practice putting green.
• There must be a driving range.
• The hotel must be able to handle tournaments for hotel guests.
• Guests must be allowed to charge services to their guest room account.
102.03 Not Applicable to this Brand
102.04 RESIDENCE DESIGNATION
Residence designated properties must be in compliance with all Hilton Hotels & Resorts Global Operating Standards unless otherwise noted.
103.00 QUALITY ASSURANCE

103.01 PERIODIC EVALUATION
The hotel is subject to periodic Quality Assurance (QA) audits performed by the QA team.
All evaluations will include a detailed “Online Improvement Planner” that outlines all items found to be deficient.
If the hotel receives a Red Zone score for Overall Cleanliness, Overall Condition, Brand Standards Compliance, or any hotel sub-area, it must submit a
completed Online Improvement Planner to their Director of Brand Performance Support within 30 days of the evaluation. The hotel will then use the Online
Improvement Planner to ensure timely improvements in quality. If the hotel has an Overall Red Zone score for 2 consecutive QA evaluations, it will be
deemed non-compliant and may be subject to default and termination.
The hotel must provide complimentary lodging for the QA Auditor during each evaluation.
103.02 DATA INTEGRITY
The Brand, Hilton Portfolio of Brands, and the hotel collect guest data for use in Customer Relationship Management and research.
The hotel must not, in any way, attempt to solicit scores or ratings from guests at any time including the use of buttons, posters, texts/emails, or other forms
of guest communication (written or verbal) unless otherwise noted below. This includes soliciting comments and/or reviews for third-party scoring media not
sanctioned by the Brand. The hotel is not permitted to run independent feedback programs (e.g., surveys, kiosks, etc.) without prior approval from Brand
Performance Support and the Hilton Guest Experience Team. The hotel is not permitted to solicit feedback from Team Members of the hotel, management
company, owner or their immediate family for the hotel in question.
Manipulating or altering the data or information of a guest is prohibited except at the request of a guest. Should there be evidence that indicates a hotel or
individual affiliated with the hotel has manipulated guest data in any way, the Brand may take the following action:
• If altered data is related to the manipulation of SALT surveys, those surveys deemed fraudulent will be removed from the sample (survey sample size will
be replaced throughout the remainder of the year).
• The hotel and/or individual affiliated with the hotel will not be eligible for recognition for any Brand awards or other Brand recognition opportunities for a
period of six months, including both quarterly awards and annual awards.
• The hotel will automatically receive a non-reversible, administrative unacceptable.
103.03 ADMINISTRATIVE RED ZONE
If it is discovered that the hotel has policies or offerings that are not in compliance with Brand Standards during a non-inspection period, it will be issued an
Administrative Red Zone score. The hotel will have the opportunity to work with the Brand toward resolution. If a hotel is under a Brand-approved Product
Improvement Plan (PIP), a compliance date on its PIP supersedes the compliance date for the same requirement in these Standards.
103.04 SPECIAL EVALUATIONS AND FEES
The purpose of a special evaluation is to verify correction of all previous deficiencies and to ensure that no new substantial issues are present. Hotels scoring
an “Unacceptable/Red Zone” on a second consecutive evaluation will be reviewed in the next Quality Assurance Committee meeting and may be issued a
Notice of Default and Opportunity to Cure. If a hotel is issued a Notice of Default and Opportunity to Cure, a final special evaluation is conducted. The date of
the final special evaluation is announced and communicated via certified mail to the principle correspondent of the hotel.
The hotel will be charged a $2,750 (or local equivalent) fee (subject to change) for special evaluations and any audits conducted in excess of two per year.
Payment for the audit fee is due within 10 days of billing.
103.05 BRAND COMPLIANCE REPORT CONSECUTIVE FAILURE FEE
Americas:
Effective January 1, 2019, a fee for each consecutive Unacceptable/Red Zone grade on the Brand Compliance Report (BCR) will be assessed at $15 per
available room and capped at $2,750 per audit. Consecutive failure is defined as failing any section of the BCR, (SALT, QA, or PIP) for 2 or more audits in a
row.
Payment for the audit fee is due within 10 days of billing.
103.06 NON-COMPLIANCE FEE
Americas:
A non-compliance fee of 1% Gross Rooms Revenue will apply if the hotel fails to meet their obligations for any of the following requirements:
• Failure to adhere to the hotel's Renovation Cycle in Standard 105.01
• Financial default
• Expired PIP items
• Consecutive QA failure
• Consecutive SALT failure
If the hotel is deemed to be non-compliant and placed in default, a non-compliance fee will be charged each month the hotel fails to comply. The non-
compliance fee will end once the hotel has cured the conditions outlined in the default letter.
103.07 OPENING SERVICES FEE
Americas: An opening service fee of $20,000 will apply to all new properties.
103.08 BRAND STANDARDS WAIVERS
It is the responsibility of the hotel to request a waiver through the Lobby with specific backup such as pictures, future capital budgets, past approved waivers,
etc.
The Brand Committee will review all waiver requests within approximately 30 days of submission. Delays may occur if additional information is required or if
the waiver process is not followed. Once processed, the hotel will receive an automatic response with the updated waiver status.
If the hotel renovates or executes a Product Improvement Plan (“PIP”) as part of relicensing, all existing waivers associated with the hotel become null and
void.
Brand Standards waivers are for a hotel that cannot comply with a Standard for a specific, justifiable reason. Approved waivers will be reviewed during
Quality Assurance visits. Approved waivers can be revoked prior to the expiration date based on the needs of our guests, the competition, or re-evaluation
from Brand Management. The grant or denial of an approval, consent, or waiver is within the Brand’s sole and absolute discretion.
NOTE: Waivers submitted on the day of a Quality Assurance evaluation will not be expedited by the Brand.
103.09 PERFORMANCE MANAGEMENT
Americas:
SALT thresholds are communicated for each brand on an annual basis. The hotel’s Overall Service score, as detailed in SALT, must not fall below the Brand-
defined minimum. The hotel’s Overall Service score will be measured on a six month-to-date or six month full average (whichever is higher). If the hotel’s
Overall Service score is below the Brand-defined minimum, the Owner will be in default, but may be given a 180-day cure period. At the end of the cure
period, if the hotel is still below the Brand-defined minimum, there is grounds for termination.
The hotel’s Guest Room Cleanliness score, as detailed in SALT, must not fall below the Brand-defined minimum. The hotel’s Guest Room Cleanliness score
will be measured over a six month-to-date or six month full average (whichever is higher). If the hotel’s Guest Room Cleanliness score is below the Brand-
defined minimum, the Owner will be in default, but may be given a 180-day cure period. At the end of the cure period, if the hotel is still below the Brand-
defined minimum, there may be grounds for termination.
If a hotel falls below the minimum allowed Overall Service score (as established by Brand Management and based on SALT data) for any six-month or past
full six-month period (whichever is higher), it must follow the Brand’s Collaborative Service Improvement program (CSI).
If the hotel does not cure the Overall Service deficiency within the timeline established by the program, it will be subject to Agreement default and
termination.
Asia Pacific | Europe | Middle East and Africa:
SALT thresholds are communicated for each brand on an annual basis. The hotel’s Overall Service score, as detailed in SALT, must not fall below the Brand-
defined minimum. The hotel’s Overall Service score will be measured on a six month-to-date or six month full average (whichever is higher). If the hotel’s
Overall Service score is below the Brand-defined minimum, the Owner will be in default, but may be given a 180-day cure period. At the end of the cure
period, if the hotel is still below the Brand-defined minimum, there is grounds for termination.
The hotel’s Guest Room Cleanliness score, as detailed in SALT, must not fall below the Brand-defined minimum. The hotel’s Guest Room Cleanliness score
will be measured over a six month-to-date or six month full average (whichever is higher). If the hotel’s Guest Room Cleanliness score is below the Brand-
defined minimum, the Owner will be in default, but may be given a 180-day cure period. At the end of the cure period, if the hotel is still below the Brand-
defined minimum, there may be grounds for termination.
103.10 PROBLEM RESOLUTION
The problem resolution score, as detailed in SALT, must not fall below the brand-defined minimum for the hotel. Effective October 1, 2019, the hotel’s
problem resolution score will be measured over a six month-to-date or six month full (whichever is higher).
103.11 BRAND OPERATIONS TECHNOLOGY SUPPORT FEE
Effective January 1, 2020, a fee of $323 will be assessed to each hotel for access, maintenance, support, and enhancement of Brand Operations Technology
Solutions (including Quality Assurance, Product Improvement, Waivers, and Renovation Cycle Management applications). These applications provide a suite
of tools that assist hotels in achieving and maintaining compliance with Brand requirements.

105.00 STRUCTURE AND DECOR
105.01 RENOVATION CYCLES
All soft goods and casegoods must be replaced when condition warrants or at the following lifecycle timelines (whichever comes first):
105.01.A SOFT GOODS
Every 7 years for soft goods: items such as wall and floor coverings, window treatments, carpeting, bedspreads, lamps, artwork, decorative items,
pictures, wall decorations, upholstery, textile, fabric, vinyl, and similar items identified by Hilton as part of the hotel's renovation cycle.
105.01.B CASEGOODS
Every 14 years for Casegoods: furniture and fixtures such as cabinets, shelves, chests, armoires, chairs, beds, headboards, desks, tables, mirrors,
lighting fixtures, and similar items identified by Hilton as part of the hotel's renovation cycle.
105.02 DESIGN SUBMITTAL

Asia Pacific | Canada | Europe | Middle East and Africa | United States:
The hotel must follow the Hilton Global Design Services Approval Process prior to commencing any renovation of guest-facing areas. More detailed
information can be found on our self-service website: https://designinformation.hilton.com/.
NOTE: The Design Approval Process is not required in cases where the hotel is renovating Heart of House areas.
Caribbean | Central America | Mexico | South America:
The hotel must receive approval from the A&C/Design Director prior to commencing any renovation of guest-facing areas.
NOTE: The Design Approval Process is not required in cases where the hotel is renovating Heart of House areas.
106.00 BRAND HOSPITALITY

106.02 BRAND DISTINCTIVE PROGRAMS
The hotel must maintain an active Blue Energy Committee and comply with the following requirements:
• Hold monthly meetings
• Submit semi-annual Blue Energy Updates
• Host quarterly rallies
• Establish a share committee communication and property information (Blue Energy bulletin board/electronic board)
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106.03 BRAND SERVICE PROGRAMS
The hotel must implement the “Make it Right” commitment and comply with all associated training requirements. Refer to the Training Requirements at a
Glance document on the Lobby for additional details.
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The hotel must display the following “Make it Right” collateral:
• Front Desk Sign (displayed on the Front Desk)
• Guest Room Card (displayed on the desk near the telephone in every guest room)
• Empowerment Guidelines (specific to each department)
• Management Pledge (signed by the General Manager and all current department heads)
• CRM Service Recovery Toolkit (consisting of Brand developed tools and templates)
NOTE: The mandatory items listed above in addition to a selection of optional collateral pieces are available on marKIT.
107.00 LEADERSHIP
107.02 GENERAL MANAGER
107.02.A HIRING
The hotel must have a General Manager/Hotel Manager dedicated to the property. The clustering of these positions may be approved at the sole
discretion of the Brand Management Team or Hilton Management Company. The General Manager must be hired at a minimum of one year prior to
opening or conversion with Brand approval.
107.02.B COMMUNICATIONS
The General Manager/Hotel Manager must complete the following communication requirements:
• Attach their email address to the “INNCODE_GM@hilton.com” distribution list.
• Subscribe to the Brand’s NOW newsletters.
When conducting business on behalf of the hotel via email, all communications must be sent using a @brand.com email address.
107.03 SALES / COMMERCIAL LEADER

The hotel must not represent brands other than hotels in the Hilton Portfolio of Brands while in discussion with local, regional or national business contacts.
The hotel must have a Sales / Commercial Leader (e.g., Directors of Sales, Business Development, etc.) or position of equivalent responsibility on-site
dedicated to the property. The clustering of these positions may be approved at the sole discretion of the Brand Management Team or Hilton Management
Company.
107.03.A Not Applicable to this Brand
The Sales / Commercial Leader must complete the following communication requirements:
• Attach their email address to the “INNCODE_DS@hilton.com” distribution list.
• Subscribe to the Brand’s NOW newsletter.
107.04 REVENUE MANAGEMENT LEADER

The hotel must have an on-site dedicated Revenue Management Leader whose sole responsibility is the discipline of Revenue Management. The clustering
of these positions may be approved at the sole discretion of the Brand Management Team or Hilton Management Company.
If the hotel is participating in the Revenue Management Consolidated Center (RMCC), it is not required to have a dedicated on-site Revenue Management
Leader, but an on-site team member in an appropriate role (e.g., Front Office, Reservations, etc.) must be certified in all Revenue Management Leader
training requirements.
The Revenue Management Leader must complete the following communication requirements:
• Attach their email address to the “CTYHOCN_RM@hilton.com” distribution list.
• Subscribe to the Brand’s NOW newsletter.
107.05 FOOD AND BEVERAGE LEADER

Americas | Europe | Middle East and Africa: The hotel must have a position of equivalent responsibility on-site.
Asia Pacific: The hotel must have a Food and Beverage Leader or position of equivalent responsibility on-site dedicated to the property. The clustering of
these positions may be approved at the sole discretion of the Brand Management Team or Hilton Management Company.
The Director / Manager of Food and Beverage Management must complete the following communication requirements:
• Subscribe to the Brand’s NOW newsletter


107.10 MANAGER ON DUTY
The hotel must have a minimum of two team members on staff at all times during operation. At least one team member must be designated as Manager-On-
Duty.
108.00 TEAM MEMBERS

108.02 SOLICITATION OF TIPS AND DONATIONS
The hotel must ensure that team members do not solicit tips. However, gratuities, when offered, may be accepted. Tip jars and/or seed money (tip money left
in customer view) are prohibited. Any tips accepted by a team member must be removed out of the direct line of service and kept out of guests’ view.
In addition, the hotels must not solicit guests for donations (including donations benefiting charities) except for Brand-approved and implemented programs.
Special cases may be considered with prior Brand approval.
108.05 TEAM MEMBER UNIFORMS
All guest facing hotel and third-party Team Members must wear a professional uniform while on duty. Seasonal / regional attire may be substituted if
appropriate to the hotel (e.g., resort designated hotel).
108.05.A NAME TAGS
At all times while on duty, all hotel Team Members in customer facing roles must wear Brand-approved name tags/badges. Approved name tags must
feature the following information unless otherwise noted as optional:
• Team Member First Name (Required) OR Surname ONLY (if culturally relevant)
• Team Member Last Name / Surname (Optional)
• Department or Title (Optional)
• Spoken Language (Optional)
Team Members in job functions that prohibit standard name tags (e.g., kitchen, engineering, or housekeeping) must wear a uniform that identifies them
as a Team Member of the hotel (e.g., embroidery, patch, etc.)
Name tags are not required in specialty/themed restaurants if appropriate with the concept.
NOTE: Information must be presented in English. Local languages may be featured as an added enhancement.
108.05.B BUTTONS AND PINS
Uniformed hotel Team Members may not wear non-Brand-approved buttons and pins while on duty.
108.05.C SECURITY
All security personnel (in-house or contract) must wear a professional security uniform that matches the look and feel of the hotel. Security personnel
must wear a badge or name tag that identifies them as Security.
108.06 EMPLOYEE GROOMING AND APPEARANCE

• Employees must be professional looking and well groomed at all times, consistent with the standards in the industry for persons of similar positions. This
includes clothing, hair and personal hygiene.
• Employees must utilize common sense and good judgment in creating a professional image in areas including jewelry, piercings, tattoos, facial hair,
makeup, nail length, hair color and styles, and cologne.
• Employees in positions requiring uniforms must comply with the departmental standards, including shoe and safety attire.
109.00 LEARNING AND DEVELOPMENT

All Brand employees must be trained to perform their jobs through successful completion of mandatory training activities provided by Hilton University.
Employees must complete all applicable training courses, as required by the Brand. For current requirements, please refer to the Brand Required Training
document on the Lobby.
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109.01 ADMINISTRATION
The Brand reserves the option to conduct certification for Team Members of the hotel from time to time. Attendance will be mandatory if the certification is
deemed necessary by the Brand. The hotel’s Team Members must achieve certification upon completion of training. Depending upon the hotel Team
Member’s job function and the type of training, additional training and re-certification may be required from time to time. Similarly, Owners, managers and
Team Members of management companies must attend mandatory orientation and training programs, and Brand conferences.
All certifications must be documented and maintained by the hotel.
109.01.B CERTIFIED TRAINERS
The hotel must have a minimum of 2 individuals dedicated to train all Team Members and to facilitate the execution of the skills learned in any Brand-
required training session. One of these positions may be a regional trainer.
All trainers must be certified by a designated Hilton University Learning Manager or Certified Master Trainer.

109.04 BRAND CULTURE AND TECHNICAL TRAINING
109.04.B Not Applicable to this Brand
109.04.C Not Applicable to this Brand
109.04.D Not Applicable to this Brand
109.04.E Not Applicable to this Brand

109.04.F HUANYING
If participating in the Huanying program, hotel staff must annually complete the Huanying training course found on Hilton University or test out. They
must include evidence of the following individuals having taken the following courses on an annual basis:
• Huanying Front Office Training:
• General Manager, Director of Operations, Director of Human Resources, Director of Revenue Management
• Front Office Staff and Guest Service Agents
• Night Audit
• Concierge
• Bell and Door
• Sales
• PBX operators (as applicable)
• Huanying Housekeeping Training:
• Housekeeping Director/Manager
• Huanying F&B Training:
• Team Member responsible for overall Food and Beverage
• Restaurant breakfast supervisors
109.04.G Not Applicable to this Brand
109.04.H Not Applicable to this Brand
109.04.I Not Applicable to this Brand
109.04.J Not Applicable to this Brand
109.04.K Not Applicable to this Brand
109.04.L Not Applicable to this Brand
109.04.M Not Applicable to this Brand
109.04.N Not Applicable to this Brand
109.04.O Not Applicable to this Brand
109.04.P Not Applicable to this Brand
109.04.Q INCLUSIVE AND RESPECTFUL WORKPLACE
The following Team Members must complete an annual training on understanding diversity, inclusion, and unconscious bias in a work environment:
• General Manager
• Department Heads and Managers
• All Front Office Team Members
• All Security Team Members (including third party)
Initial training must be completed by April 8, 2019. Additional training is in development and must be completed within 90 days of release. All new
Team Members must complete training within 90 days of hire.
109.05 BRAND LEADERSHIP

109.05.A BRAND CONFERENCE
The General Manager and, if required by the Brand, a hotel employee in an additional designated job function, must attend all mandated Brand
Summits.
109.05.B GENERAL MANAGER BRAND TRAINING
All General Managers and, if required by the Brand, a hotel team member in an additional designated job function must attend all mandated meetings
and training sessions (e.g., General Manager Brand Training, Full Service Brand Summit, etc).
If a General Manager has attended the General Manager Brand Training for another Full Service Brand within two years of their start date in the new
role, then the General Manager is not required to retake the course. If it has been over two years since the General Manager has participated in and
completed the General Manager Brand Training, then the General Manager is required to retake the course.
109.05.D SALES / COMMERCIAL BRAND TRAINING
If a Director of Sales/Director of Business Development has attended the Sales/Commercial Leader Brand Training for another Full Service Brand
within two years of their start date in the new role, then the Director of Sales/ Director of Business Development is not required to retake the course. If it
has been over two years since the Director of Sales/Director of Business Development has participated in and completed the Sales/Commercial Leader
Brand Training, then the Director of Sales/Director of Business Development is required to retake the course.

109.08 FOOD AND BEVERAGE
Americas | Europe | Middle East and Africa: Staff will be knowledgeable about food composition and ingredients and will acknowledge and ensure that any
guest allergy questions or issues are addressed. Team Members must complete the Brand’s required training programs including alcohol awareness, food
handling and safety, fire and evacuation procedures.
Asia Pacific: Staff will be knowledgeable about food composition and ingredients and will acknowledge and ensure that any guest allergy questions or
issues are addressed. Team Members must complete the Brand’s required training programs including alcohol awareness (where locally mandated), food
handling and safety, fire and evacuation procedures.
109.08.E FOOD SAFETY AND SANITATION

All food handlers must have documentation in training for proper sanitation and food handling techniques in accordance with applicable law.
109.08.F Not Applicable to this Brand
109.08.H FOOD HANDLERS' TRAINING
Americas: The hotel must enroll in the ECOSURE audit systems program. In countries where the ECOSURE program is not supported, hotel must
submit an alternate food safety audit through companies such as Sterotech, Sealed Air Diversy Food Safety for Brand review through the waiver
process.
Asia Pacific | Europe | Middle East and Africa: All food and beverage outlets must operate a food and safety management system based on the
principles of HACCP (Hazard Analysis and Critical Control Points). All food handling employees must be trained in these principles. If applicable law
imposes stricter requirements, the hotel must comply with those requirements.

109.12 SAFETY AND AWARENESS
109.12.G PREVENTING HUMAN TRAFFICKING
Target Audience:
• All Team Members
Brand Standard Training:
• The General Manager must complete the "Preventing Human Trafficking: Recognizing the Signs” – Course 319301 annually via Hilton University
• All other employees must complete a human trafficking prevention course annually via one of the following methods:
• Pre-shift brief
• "Human Trafficking: Recognizing the Signs" course via Hilton University
• Classroom training
• The General Manager must complete the “Preventing Human Trafficking GM Acknowledgement" by September 30th on an annual basis, confirming
that all employees have been trained
• New employees must be trained within 90 days of hire
The Hilton University course is available to all Franchised hotels, or they may select a comparable training from a vendor of their choice at their own
expense. Each Franchised hotel Owner/Manager is responsible for abiding by any state or local regulations.
Legal obligations vary by region and may require training for different subsets of employees or additional training content that is not covered by the HU
course.
Resources:
• All hotels: The Lobby > Corporate Responsibility > Social Impact > Human Rights – Facilitator slides & Pre Shift
• Franchised hotels: The Lobby > Inclusive and Respectful Workplace
• Managed hotels: The Lobby > HR > Global Learning > HU >Inclusive and Respectful Workplace
QA Verification:
• "Preventing Human Trafficking: Recognizing the Signs” – Course #319301 or comparable training
• “Preventing Human Trafficking GM Acknowledgement”
110.00 ACCORDANCE WITH LOCAL LAW

The hotel must ensure that its Team Members are trained according to applicable laws concerning security, fire, food, Team Member safety, and disability
awareness.
111.00 HILTON HONORS
The hotel must participate in the Hilton Honors program.
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PLAYBOOK
111.01 HILTON HONORS CHAMPION
The hotel must designate an on-site Hilton Honors Champion (utilization of an existing Front Office Team Member or Training Manager is permitted). The
Champion must facilitate the following:
• Energize Team Member focus on Hilton Honors members
• Drive consistent delivery of in-hotel benefits
• Oversee member enrollment
• Ensure completion of new hire Hilton Honors training
• Subscribe to the Brand’s NOW newsletter
• Subscribe to the H360 Community and complete the training curriculum within the set timeline
• Maintain up-to-date contact information in Property Information Manager (PiM) in the personnel section of the system
111.02 REWARDS AND REDEMPTIONS
Redemption rooms must be operated on a last room available basis, meaning that if a standard room or premium room is available for sale in any channel or
via direct contact with the hotel, it must also be available for redemption via Hilton Honors points. The hotel is not permitted to manipulate inventory to restrict
reward availability. Hilton Honors redemptions may be restricted for designated specialty room types, as approved by Hilton Honors and Revenue
Management teams.
Blackout dates and/or inventory allotments do apply to Hilton Honors members when booking reward stays. Rate level length of stay controls will apply if
established by the hotel.
111.03 REIMBURSEMENT FRAUD
Hilton routinely monitors Hilton Honors redemption reservations and reimbursements. The manipulation or booking of fraudulent reservations to obtain an
increased redemption rate is strictly prohibited. If the hotel is found to be in violation of this requirement, Hilton reserves the right to apply a reimbursement
adjustment to the Hilton Honors invoice.
Fraudulent activity must be reported to the Honors Fraud team at hhfraudprotection@hilton.com.
111.04 POINTS CAP
Hilton Honors members may earn points on up to 4 rooms per stay, with no maximum points cap. In order to facilitate the appropriate credit of points, the hotel
must route all room charges to the member's primary folio.
Hotels wishing to grant guests additional points may use HIPs (Honors Incentive Points) from marKIT, at cost to the hotel.
111.05 MEMBER BENEFITS
The hotel must provide the same accommodations and in-hotel benefits regardless of whether the Hilton Honors Member is on a paid or redemption stay.
All Hilton Honors Members must receive their benefits unless they are staying on ineligible rates. Guests on ineligible rates are not entitled to Hilton Honors
MyWay benefits, Tier Stay Credit or Hilton Honors Points. Please refer to the Hilton Honors Terms & Conditions for further details.
111.05.A MEMBER
111.05.A.1 LATE CHECK-OUT
Late check-out upon request (subject to availability).
111.05.A.2 INTERNET ACCESS
Complimentary access to the hotel’s standard internet connection must be provided to all Hilton Honors Members who book through approved
channels. At minimum, the Member must be able to maintain complimentary simultaneous active connections on 3 devices.
NOTE: If the hotel charges a Brand-approved resort fee, standard access must be provided regardless of the booking channel.
111.05.A.3 ADDITIONAL GUESTS
A second registered guest staying in a Member’s room in hotels where there may be an incremental charge for double occupancy must not be
charged.
NOTE: This benefit does not apply at any hotel when the rate includes additional components (e.g., meals, activities, parking, etc.) that are quoted
based on the quantity of guests occupying the room.
111.05.B SILVER
Silver Members receive the Member benefits above, plus the following:
111.05.B.1 BOTTLED WATER
Asia Pacific | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America:
Two bottles of water (minimum 330ml/12 oz) must be placed in each guest room (Honors members and non-Honors members) prior to guest arrival.
Each bottle must be presented with the approved Hilton Honors Bottled Water Tag (available on marKIT). The hotel may choose to charge Non-Elite
Members and Non-Members for consumption of the bottled water.
If the hotel chooses to sell additional bottled water in the guest room, the brand must be different from the Honors Benefit bottled water. The hotel
must use the required bottled water neck tag (available on marKIT).
Compliance is required by June 30, 2020.
NOTE: This Standard does not apply in locations where the local water is not rated for guest consumption and complimentary bottled water is
provided to all guests.
North America:
Two bottles of water (minimum 330ml/12 oz) must be placed in each guest room (Honors members and non-Honors members) prior to guest arrival.
Each bottle must be presented with the approved Hilton Honors Bottled Water Tag (available on marKIT). The hotel may choose to charge Non-Elite
Members and Non-Members for consumption of the bottled water.
If the hotel chooses to sell additional bottled water in the guest room, the brand must be different from the Honors Benefit bottled water. The hotel
must use the required bottled water neck tag (available on marKIT).
Compliance is required by January 1, 2021.
NOTE: This Standard does not apply in locations where the local water is not rated for guest consumption and complimentary bottled water is
provided to all guests.
111.05.C GOLD
Gold Members receive the above Member and Silver Member benefits, plus the following:
111.05.C.1 MY WAY
Gold Hilton Honors Members may select one of the following MyWay benefits via their Hilton Honors account:
• Complimentary Continental Breakfast for the Member and up to one additional guest registered to the same room each day of their stay.
• 1,000 Hilton Honors Bonus Points per stay
The guest’s MyWay selection must be confirmed during the arrival process.
111.05.C.2 GOLD UPGRADE POLICY
Every effort must be made by the hotel to place Gold Members upon arrival into the best available room for the entirety of their stay (highest possible
upgrade for their tier) after priority has been given to paying customers, eStandby upgrade candidates, and Diamond Honors Members.
Gold Members may be upgraded to preferred rooms up to Executive Floor (if applicable) room types. Preferred rooms may also include:
• Those not on the Executive Floor but conferring Executive Lounge access
• The next-best available room types
• Rooms with desirable views or amenities
• Other rooms identified as “preferred” by the hotel
Gold Members are not eligible for complimentary upgrades to suite room types.
The hotel is not permitted to upsell Elite Hilton Honors Members at the time of arrival into room types they are eligible to receive as complimentary
upgrades.
If the hotel has an Executive Floor Lounge, Gold Hilton Honors Members and up to one additional guest registered to the same room may be granted
complimentary entry if their room upgrade includes that access.
111.05.D DIAMOND
Diamond Members receive the above Member and Silver Member benefits, plus the following:
111.05.D.1 PREMIUM INTERNET
Complimentary access to the hotel’s highest speed (Premium) Internet connection offering must be provided to all Diamond Hilton Honors Members
who book through approved channels.
At minimum, the Member must be able to maintain simultaneous active connections on 3 devices.
NOTE: If the hotel charges a Brand-approved Resort Fee, premium access must be provided regardless of the booking channel.
111.05.D.2 MYWAY
Diamond Hilton Honors Members must receive the following MyWay benefits:
• Complimentary Continental Breakfast for the Member and up to one additional guest registered to the same room each day of their stay
• 1,000 Hilton Honors Bonus Points per stay
The guest’s MyWay benefits must be confirmed during the arrival process.
111.05.D.3 DIAMOND UPGRADE POLICY
Every effort must be made by the hotel to place Diamond Members upon arrival into the best available room for the entirety of their stay (highest
possible upgrade for their tier) on a first priority basis after upgrade inventory is allotted to paying customers and eStandby upgrade candidates.
Diamond Members are eligible for upgrades up to “junior”, “standard” or “one-bedroom” suites. Diamond Members are not eligible for complimentary
upgrades to specialty suites (e.g., “presidential”, multi-room suites).
The hotel is not permitted to upsell elite Honors Members at the time of arrival into a room type they are eligible to receive as a complimentary
upgrade.
If the hotel has an Executive Floor Lounge, Diamond Hilton Honors Members and up to one additional guest registered to the same room must
always receive access, even if the Diamond Member is not upgraded to the Executive Floor.
111.05.D.4 48-HOUR GUARANTEE
Diamond members who make reservations using direct booking (e.g., HRCC, Brand.com, and Honors App) and are confirmed with a valid credit card
up to 48 hours prior to intended arrival are guaranteed accommodations. This benefit is also applicable to Preferential Gold Members. This benefit
does not apply during Extraordinary Demand Dates (“EDD”).
Requests to consider specific dates as Extraordinary Demand Dates (EDD) may be submitted for approval to the Hilton Honors Operations team on
the Hilton Honors Lobby page. If approved for EDD, the hotel will be exempt from the 48 Hour guarantee for Diamond/Preferential Gold Members on
those specific dates. When approved for EDD, the 48 Hour rate plan will be deactivated by Global Database Management, when:
• Booking control of all inventory has been given to a third-party
• All rooms are Sold Out under a non-refundable, pre-payment basis
111.05.E DIGITAL KEY HONORS BENEFITS
Digital Key enabled hotels must ensure that all Hilton Honors benefits and amenities are delivered to guests utilizing this service. The hotel must use the
“Hotel Guide” section of the Hilton Honors App to provide information on benefit delivery by Hilton Honors tier.
Please refer to www.digitalkey.hilton.com for additional information and best practices on the Digital Key program.
111.06 DIAMOND MEMBER RESERVED PARKING

If the hotel offers Diamond Member Reserved Parking, the below standards apply.
If the hotel controls on-site self-parking, a minimum of 5 reserved parking spots must be available for Diamond Members. A minimum of 3 spots must be
located near the main entrance. Additional spots may be located near secondary entrances. All spots must be clearly identified using the Brand-approved
Diamond Member reserved parking signage. Refer to marKIT for specifications.
111.07 HONORS WELCOME
The hotel must provide a “GREAT” Welcome to every Hilton Honors Member at check-in:
G – Greet them by their name and welcome them back if they are a return guest
R – Recognize and celebrate their tier
E – Explain their Hilton Honors and brand benefits
A – Add a personal touch
T – Thank them with a smile
The “GREAT” Welcome job aid must be posted at each Front Desk workstation. The job aid must be hidden from guest view.
PATH: THE LOBBY > MY APPLICATIONS > MARKIT > HILTON HONORS > ON-PROPERTY MATERIALS > THE HILTON WAY > HILTON HONORS
GREAT WELCOME JOB AID
111.08 BREAKFAST BENEFIT DELIVERY EXPERIENCE
Americas | Europe | Middle East and Africa:
• If the Member selects the Hilton Honors Breakfast Benefit, the front desk must indicate to the Member the location, time and direction to check-in with the
host at breakfast.
• There must be a designated greeter at breakfast, who may be in a dedicated host role or a server. The greeter must welcome each guest and ask for their
name. If the Member is eligible for free breakfast, the greeter must check the Member’s name off the Coupon Report (or the Standard Package Report for
Opera hotels) and record the number of guests receiving the benefit.
• Properties may utilize the optional Reusable or Disposable Recognition Card to indicate the guest receives the Hilton Honors Breakfast Benefit. If the
optional Recognition Card is used, the greeter must pass it to a server or place it on the guest’s table. Properties may not use any other breakfast collateral
and may not provide guests with breakfast vouchers at the front desk.
The hotel may provide a monetary value (F&B credit) to be redeemed for a complimentary continental breakfast, or a F&B credit may be applied at any
participating* on-site food and beverage venue (excluding In-Room Dining), equal to the value of an on-menu continental breakfast.
NOTE: *Hotel may restrict restaurant venues available for credit redemption.
The hotel must comply with the following requirements:
• Credit value must equal the cost of an on-menu continental breakfast option (at minimum), inclusive of tax and any applicable service charge(s). Gratuity
NOT included. Credit must be applied on the same date breakfast would be served and credit is NOT to be rolled over to subsequent dates or combined
with any other offer.
• Hotel must comply with the Hilton Way Breakfast Delivery Standards listed above.
For Diamond and Gold (with MyWay selection), Full Service hotels must meet the following complimentary continental breakfast requirements:
• Choice of hot and cold beverage
• Hot beverages include freshly brewed regular and decaffeinated coffee and tea selection of individual tea bags that best meets market demand.
• Cold beverages include a minimum of 2 milk choices that best meets local market demand (e.g., skim, 2%, whole), juice (minimum of 2) choices that
meets local market demand and water.
• Choice of bread, pastry, or cereal
• Bread includes sliced toasting breads (minimum of 2) and specialty breads (minimum of 3) that best meets local market demand (e.g., Bagels, English
Muffins, Baguettes, specialty loaf/loaves)
• Breakfast pastry (minimum of 2) – hotel choice of freshly baked, locally sourced pastry
• Cold cereals (minimum of 4), Granola or Muesli (minimum of 1) that best meets local market demand (not required for grab and go offering)
• Choice of fruit
• Fruit includes fresh whole fruit (minimum of 2) and fresh cubed/sliced fruit (minimum of 3) – local seasonal fruit whenever possible
• In the case of a grab and go offering, cubed/sliced fruit is optional
NOTE: Grab and go breakfast can only be provided in conjunction with a continental buffet/menu option and not as a standalone offering and must meet
minimum requirements.
Asia Pacific:
• If the Member selects the Hilton Honors Breakfast Benefit, the front desk must indicate to the Member the location, time and direction to check-in with the
host at breakfast.
• There must be a designated greeter at breakfast, who may be in a dedicated host role or a server. The greeter must welcome each guest and ask for their
name. If the Member is eligible for free breakfast, the greeter must check the Member’s name off the Coupon Report (or the Standard Package Report for
Opera hotels) and record the number of guests receiving the benefit.
• Properties may utilize the optional Reusable or Disposable Recognition Card to indicate the guest receives the Hilton Honors Breakfast Benefit. If the
optional Recognition Card is used, the greeter must pass it to a server or place it on the guest’s table. Breakfast collateral requires approval by the Brand.
The hotel may provide a monetary value (F&B credit) to be redeemed for a complimentary continental breakfast, or a F&B credit may be applied at any
participating* on-site food and beverage venue (excluding In-Room Dining), equal to the value of an on-menu continental breakfast.
NOTE: *Hotel may restrict restaurant venues available for credit redemption.
The hotel must comply with the following requirements:

• Credit value must equal the cost of an on-menu continental breakfast option (at minimum), inclusive of tax and any applicable service charge(s). Gratuity
NOT included. Credit must be applied on the same date breakfast would be served and credit is NOT to be rolled over to subsequent dates or combined
with any other offer.
• Hotel must comply with the Hilton Way Breakfast Delivery Standards listed above.
For Diamond and Gold (with MyWay selection), Full Service hotels must meet the following complimentary continental breakfast requirements:
• Choice of hot and cold beverage
• Hot beverages include freshly brewed regular and decaffeinated coffee and tea selection of individual tea bags that best meets market demand.
• Cold beverages include a minimum of 2 milk choices that best meets local market demand (e.g., skim, 2%, whole), juice (minimum of 2) choices that
meets local market demand and water.
• Choice of bread, pastry, or cereal
• Bread includes sliced toasting breads (minimum of 2) and specialty breads (minimum of 3) that best meets local market demand (e.g., Bagels, English
Muffins, Baguettes, specialty loaf/loaves)
• Breakfast pastry (minimum of 2) – hotel choice of freshly baked, locally sourced pastry
• Cold cereals (minimum of 4), Granola or Muesli (minimum of 1) that best meets local market demand (not required for grab and go offering)
• Choice of fruit
• Fruit includes fresh whole fruit (minimum of 2) and fresh cubed/sliced fruit (minimum of 3) – local seasonal fruit whenever possible
• In the case of a grab and go offering, cubed/sliced fruit is optional
NOTE: Grab and go breakfast can only be provided in conjunction with a continental buffet/menu option and not as a standalone offering and must meet
minimum requirements.
111.09 HONORS FLOOR
Americas: The hotel is not permitted to designate a Hilton Honors Floor. If the hotel currently offers a designated Hilton Honors Floor(s), the hotel must
remove all Hilton Honors Floors signage (floor, room and elevator signage) by December 31, 2020.
For additional information, please refer to the Hilton Honors Floor Decommission section.
PATH: THE LOBBY > BRANDS > HILTON HONORS > HILTON WAY SERVICE STANDARDS
Asia Pacific | Europe | Middle East and Africa: The hotel is not permitted to designate a Hilton Honors Floor. If the hotel currently offers a designated Hilton
Honors Floor(s), the hotel must remove all Hilton Honors Floors signage (floor, room and elevator signage) by June 30, 2019.
For additional information, please refer to the Hilton Honors Floor Decommission section.
PATH: THE LOBBY > BRANDS > HILTON HONORS > HILTON WAY SERVICE STANDARDS
NOTE: Please contact the Brand Performance Team if additional assistance is needed.
111.10 HONORS ENROLLMENT

Americas:
Upon check-in, all non-Hilton Honors guests must be invited to join the program.
The hotel's enrollment performance will be measured on a rolling 6-month basis and must not fall below the Brand-defined minimum.
ENROLLMENT RATE: 20% of all non-Hilton Honors transient guests
Honors enrollment thresholds are communicated for each Brand on an annual basis. The hotel's enrollment performance is detailed in the hotel's weekly
enrollment report posted on the Lobby.
PATH: LOBBY > BRANDS > HILTON HONORS > ENROLLMENTS > ENROLLMENT REPORTING > WEEKLY ENROLLMENT
Asia Pacific:
Europe | Middle East and Africa:

113.00 SERVICE RECOVERY
113.03 DIAMOND MEMBER SERVICE RECOVERY
If a Diamond member is dissatisfied, the member must be immediately satisfied and compensated.
• Compensation is defined as either a refund up to a night’s guestroom fee and tax or other appropriate service recovery based on the nature of the
complaint.
• The member must also receive full Points credit for any refunded amount of guest room and tax, and the hotel must pay for the Points. The hotel must
contact Guest Assistance to facilitate compensation. If the hotel uses the service recovery feature to adjust guestroom and tax, full points must be awarded
for the guests stay automatically.
• In order to support customer satisfaction and loyalty, the Hilton Guest Assistance Department has the discretion to grant Diamond Members up to 2
complimentary future nights. The cost of these guest room nights will be charged back to the hotel.
• The hotel’s General Manager or General Manager’s representative must contact the Diamond Member by telephone to personally apologize for the service
failure.
• The hotel must retain and make available a 30-day rolling record of these transactions.
113.04 GUEST RELOCATION AND RECOVERY
If a hotel cannot honor any confirmed or guaranteed reservation, the hotel must:
• Pay the full cost of all nights of relocation (lodging rate) at another Hilton Brand hotel. If this is not available, then at another convenient and comparable
hotel. In addition, the hotel must reimburse the party for any necessary expense incurred by the change including, but not limited to, the cost of
transportation and telephone calls to notify the family or business associates of a change in lodging place. If the hotel is able to accommodate the guest on
the next night, and the guest opts to decline this offer, then the guest will be responsible for all additional nights. The hotel must waive any late cancellation
fees.
• If the guest is a Member of Hilton Honors, the hotel must complete the online “Reservations Emergency Stay Credit” form on marKIT to provide the
member proper Points, stay credit, and applicable bonuses for the eligible stay they would have consumed.
• The hotel General Manager or most senior Manager on Duty at the time of relocation must follow-up in writing with an apology and an invitation to return to
the hotel the following night with an upgrade or other VIP treatment. The General Manager must reach out to the relocated guest with a note of apology
upon the guest’s return to the hotel.
• Relocated guests must receive the best available accommodations if returning to the hotel on a multiple night stay after being relocated.
A Diamond Member must be the last guest to be relocated. If a Diamond Member is relocated, the following must occur:
• The relocation and all pertinent information must be reported to Guest Assistance as soon as possible and no later than one hour after the actual
relocation. If possible, communication should take place in advance of the relocation.
• An immediate inconvenience compensation of $200 (or local equivalent) cash must be paid to the Member
• The hotel must also provide the Diamond Member with Points credit for any nights the member was relocated. The hotel must pay the normal cost of the
Points. This may be done by completing the online “Reservations Emergency Stay Credit” form on marKIT. The hotel must retain and make available a
30-day rolling record of these transactions. For OnQ PM hotels utilizing the Service Recovery functionality, the Service Recovery report will replace the
need for a manual log.
114.00 GUEST ASSISTANCE

114.01 BE MY GUEST CARDS
Reimbursement for “Be My Guest” certificates and authorized Direct Bills should be submitted via the upload function in the Guest Assistance application.
“Be My Guest” certificates issued and redeemed by the same property will be reimbursed in the amount equal to what the hotel paid Guest Assistance for the
certificate. If the certificate is redeemed at a different property, Guest Assistance will reimburse the property at the “Best Available Rate” (BAR) or the actual
rate booked plus tax for a regular room type, whichever is lower.
Direct Bills will be reimbursed at the amount authorized and documented in the Guest Assistance.
Questions regarding reimbursements can be directed to the Guest Assistance Admin Team at: Guest_Assistance_Admin@HRCC-Hilton.com
114.02 CLAIMS AND SERVICE RECOVERY RECORDS

The Brand maintains a Guest Assistance Department to facilitate guest satisfaction. The Guest Assistance Department will utilize First Contact Resolution to
acknowledge and resolve any guest complaint received via the Brand website, social media channels, written letter, telephone, or email related to Service,
Cleanliness, or Maintenance/Product issues.
For those claims settled on property, the hotel must ensure accurate recording of the complaint and compensation via one of the applicable methods:
• For hotels with the OnQ Property Management system, the “Service Recovery” functionality must be utilized.
• If the hotel is utilizing the Opera Property Management system, an email including guest name(s), reservation confirmation number, complaint and
compensation provided must be sent to propertyresolutions@hilton.com within 24 hours of receiving the complaint.
Comments/complaints are to be handled per the Make It Right program and in the following manner:
Comments received from the guest via SALT surveys or with concerns not classified as Service, Cleanliness or Maintenance/Product issues will be forwarded
to the hotel for resolution. These include, but are not limited to, Safety/Security, Billing or Legal matters.
The hotel must respond to guest complaints, SALT Alerts and/or inquiries within 48 hours of receiving the complaint/inquiry/SALT Alert. Failure to respond
within 48 hours will result in Guest Assistance resolving the complaint and billing the hotel the cost of compensation plus an intervention fee based on the
guest’s Honors status. A response to all guest complaints, whether received by mail, e-mail, in-house comment card, or posted on the Satisfaction and
Loyalty Tracking Website, must be made within two business days. Complaints and responses must be kept on file for at least three months. Hotels are
required to monitor their reviews on the review sites, (which may include, but not be limited to, Trip Advisor, Booking.com, and CTrip) as reported by Medallia
on a daily basis. If a hotel receives a one, two or three star rating on any of the review sites, it must respond to the rating on the review site within 24 hours
after it is posted by Medallia. If a hotel fails to provide a response to the ratings within 24 hours, the Guest Assistance Team may, in its sole discretion, post a
response on behalf of the hotel management, and the hotel will be charged a $25 fee for each response.
Hotels may access their reviews on Medallia by logging into the SALT reporting tool at LOBBY > MY APPLICATIONS > SALT REPORTING SITE.
The hotel will be billed the cost of compensation plus a first contact resolution administrative fee for each complaint resolved by Guest Assistance. The hotel
will have access to all backup documentation and payment will be due upon receipt of the invoice.
• First Contact Resolution Fee: $15 USD (NOTE: The fee will not be applied to the first five claims received each month.)
• Intervention Fee (based on Hilton Honors tier):
• Non-member/Non-elite/Silver: $200 USD
• Gold: $250 USD
• Diamond: $300 USD
Questions regarding files and compensation can be directed to your Guest Assistance Brand Champion contact:
Hilton.GAChampion@hilton.com
114.03 HILTON ADVANCE PROGRAM
Americas:
The hotel must participate in the Hilton Advance program, which includes digital paid media strategy and a single contribution on all consumed digital direct
bookings.
The hotel is required to submit its Hilton Advance daily contribution reports and pay all associated program fees on consumed commissionable online
bookings' Digital Direct revenue, to include:
• Bookings via Hilton direct channels

• Program-funded paid media
• Price comparison sites
• Other direct response paid media as outlined per this program
For more details on the Hilton Advance program, please visit Hilton.com/Advance.
200 - GUEST SERVICES
GUEST SERVICES
200-
201.00 CONCIERGE SERVICES................................................................................................................................................. 200-2

203.00 DRY CLEANING AND LAUNDRY SERVICE ................................................................................................................... 200-2
204.00 FRONT DESK .................................................................................................................................................................. 200-2
205.00 GROCERY DELIVERY SERVICE .................................................................................................................................... 200-3
207.00 LOBBY AMBASSADOR ................................................................................................................................................... 200-3
208.00 LUGGAGE SERVICES..................................................................................................................................................... 200-4
209.00 NEWSPAPERS / MEDIA .................................................................................................................................................. 200-4
210.00 PARKING.......................................................................................................................................................................... 200-4
211.00 PET POLICIES AND AMENITIES .................................................................................................................................... 200-4
212.00 PRESSING SERVICE ...................................................................................................................................................... 200-5
213.00 RETAIL MARKET /GRAB AND GO .................................................................................................................................. 200-5
214.00 THIRD-PARTY CONCESSIONAIRE ................................................................................................................................ 200-6
217.00 TRANSPORTATION ......................................................................................................................................................... 200-7
219.00 CULTURAL PROGRAM ................................................................................................................................................... 200-9
221.00 HOTEL OPERATOR....................................................................................................................................................... 200-13
222.00 PRE-ARRIVAL SERVICES............................................................................................................................................. 200-13
201.00 CONCIERGE SERVICES

Concierge services must be provided by the hotel. This service may be offered by the hotel’s Front Desk staff.
203.00 DRY CLEANING AND LAUNDRY SERVICE
203.01 SERVICE AVAILABILITY
The hotel must provide a laundry and valet service five days a week at a minimum. Service is to be same-day or 24-hour, where possible.
203.02 PRICING
Rates for all laundry and valet services must be printed on the laundry/dry-cleaning slip and stocked in each guest room. The laundry and dry-cleaning price
list must not distinguish between genders, and must be based on the type of garment. Time of same-day return must be posted or noted by the hotel on the
order slip.
204.00 FRONT DESK

204.01 FRONT DESK OPERATIONAL REQUIREMENTS
204.01.A HOURS OF OPERATION
The front desk must be staffed 24 hours a day.
204.01.B QUEUE REQUIREMENTS
If the hotel implements a priority queue for Diamond, Gold and Digital Check-in guests, the line must be serviced at all times and feature the priority
queuing signage requirements as stated in 726.11.C.
204.01.C CHECK-IN AND CHECK-OUT TIMES
The hotel’s check-in time must be no later than 4:00 p.m. The hotel’s check-out time must not be any earlier than 11:00 a.m.
204.01.D IDENTIFICATION
In locations where identification is required for registration (based on local law), ID must be government-issued. The hotel must comply with Hilton
Privacy Standards when handling guest credentials.
204.01.E HONORS CREDIT CARD POLICY
Asia Pacific | Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | Puerto Rico | South America:
For Gold and Diamond Members not participating in the Hilton Digital Check-in program, the credit card information may be retrieved from the guest’s
Hilton Honors Profile / Reservation and it should be verified with the guests that they would like to use the same credit card on file. The hotel may also
request the Member to provide a credit card if needed or required by local law.
In all cases, the credit card authorization must be processed before a room key is given to the guest.
United States:
For Gold and Diamond Members, the credit card information must be retrieved from the guest’s Hilton Honors Profile / Reservation and verified with the
guests that they would like to use the same credit card on file. The hotel may also request the Member to provide a credit card if needed or required by
local law.
In all cases, the credit card authorization must be processed before a room key is given to the guest.
204.01.F CONDUCT POLICY
The hotel may not distribute conduct policies to guests.
204.02 FRONT DESK SERVICE STANDARDS

204.02.A CHECK-IN
During the registration process a point of contact must be distinguished to the guest. The following items must be reviewed during registration:
• Housekeeping service schedule
• Residence amenities
• Internet access
• Shuttle service availability
• In-house food and beverage options
204.02.B CHECK-OUT
The hotel must provide an e-folio delivery in place of the printed copy and must comply with the following requirements:
• The guests must have the ability to opt in or out of having their folio delivered via email in place of standard delivery.
• The hotel must process zip out delivery during the Night Audit to ensure zip out receipts are emailed to the guests.
• Printed folios must continue to be available upon request and delivered to the guest room at their convenience.
The hotel may opt to provide Express Check-out Services for all guests, excluding cash or direct bill guests (unless prohibited by applicable law). If the
hotel participates in this program, they must ensure both privacy and security for all guests by placing the express check-out folios completely under
guests’ doors by 5:00 a.m. using only one of the following:
• A preprinted express check-out folio sealed with a sticker;
• A preprinted express check-out folio in a sealed envelope;
• Or an express check-out folder.
Digital Check-Out services are available to guests and Hilton Honors Members through the Hilton Honors app. Refer to information at
digitalcheckout.hilton.com.
205.00 GROCERY DELIVERY SERVICE

Residence must provide grocery delivery service either internally or through a third-party vendor. Service may be offered as a fee-based program with all
charges settled to the guest folio.
NOTE: The hotel is not permitted to apply a minimum stay requirement to this service.
207.00 LOBBY AMBASSADOR
Manager or Assistant Manager presence is expected in public areas during peak demand times (e.g., lobby during peak check-in/out times, restaurant during
peak breakfast time).
208.00 LUGGAGE SERVICES

Luggage assistance (bell service) must be available 24 hours a day. Service may be combined and offered as part of the Front Desk or as a separate entity.
208.01 SECURE STORAGE
A designated secure area with appropriate shelving and luggage storage space must be maintained.
208.02 STORAGE AND HANDLING FEES
Luggage handling and storage service must be offered to guests at no additional charge (unless specifically mandated in applicable labor or group contracts).
208.03 CLAIM CHECK SYSTEM
A claim check system must be established using luggage tags available on marKIT.
209.00 NEWSPAPERS / MEDIA

Asia Pacific: The hotel must have available one English language and one local language newspaper. Complimentary English and local language
newspapers must be available in the hotel lobby. Online newspaper service may be used.
Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: Newspapers are optional.
United States:
The hotel must offer national newspapers (USA TODAY and/or Wall Street Journal) and/or local newspapers. Local newspapers, if offered, must be currently
publishing paid copies a minimum of 5 days a week.
Newspapers must be available in the hotel lobby, all-day dining outlet, and Executive Lounge (if applicable).
209.01 MINIMUM QUANTITY
United States:
The number of newspapers must equal 10% of occupied rooms (based on previous night’s occupancy) or the minimum deliverable quantity, whichever is
greater.
Newspaper stacks must not exceed 30 newspapers in height, and brands must not be mixed in a single stack.
210.00 PARKING
If guest parking is not available on-site or immediately adjacent to the hotel, valet service must be provided.
211.00 PET POLICIES AND AMENITIES
The hotel may choose to participate in the Pet Allowance Program. A “pet” is defined as a domesticated dog or cat. No more than 2 pets are permitted per
guest room.
211.01 SERVICE FEE
The hotel may not differentiate room type pricing based solely on the pet-friendly attribute (e.g., pricing a Standard King Pet Friendly room accommodation
type at a premium or at a discount to a Standard King Room accommodation type). Pricing parity must be maintained for all comparable room type
accommodations.
The hotel may charge a maximum service fee of $50 (or local equivalent) per stay for guests with pets in the guest room. This fee will offset the additional
cleaning expense incurred and pet allowance, if applicable to the hotel. All fees must be clearly stated at the time of reservation and on all brand.com
websites.
211.03 PUBLIC AREAS
If applicable, the hotel must designate pet-friendly public areas. All pets must be either enclosed in pet carriers or restrained on a leash at all times.
Pets are not permitted in food and beverage outlets.
211.04 PET-IN-ROOM NOTIFICATION AND PROTOCOL
Hotel must provide "Pet in Room" door hanger signage available on marKIT, to be used by guests when leaving pet unattended.
211.05 POLICY DOCUMENT
The hotel must present to the guest for signature upon check-in a copy of the hotel’s pet policy. The pet policy must include, at a minimum:
• Leash policies
• No access to food and beverage areas
• Owner must be present while any member of the hotel staff is servicing the guest room (housekeeping, engineering, room service, etc.).
• Pet must be restrained or removed from guest room while hotel staff is present working in room
• Notification of Front Desk when leaving pet unattended in guest room and use of "Pet in Room" door hanger
• Additional cleaning or repair charges that may be incurred due to pet stains and/or damage
• Agreement to ensure pet does not disrupt the “quiet enjoyment” of other guests due to excessive barking
• All litter to be removed and disposed of properly by guest
• Hotel is not a kennel and is not liable for any injury suffered by pet while on hotel premises
• Indemnity and hold harmless agreement wherein the guest accepts full responsibility for and protects Hilton, the Brand and the hotel from liability arising
from the Pet (property damage or personal injury to hotel, guest, third party or property)
211.06 PET AMENITIES
The hotel must provide:
211.06.A WELCOME NOTE
A welcome letter to include:
• Information on hotel pet services
• Local dog-walking routes
• Area pet services such as veterinarians, pet shops, groomers, and kennels
212.00 PRESSING SERVICE

The hotel must provide a pressing service five days a week at a minimum. Service is to be same-day or 24-hour, where possible.
213.00 RETAIL MARKET / GRAB AND GO
The hotel may, but is not required to have a retail market / grab and go (formerly known as retail market/gift shop), staffed or self-service. If a retail market/
grab and go is provided, the below Standards apply.
ALL INCLUSIVE RESORT DESIGNATION ONLY:
If the resort is designated as All Inclusive, it must offer a minimum of two retail outlets.
North America:
The hotel must have an on-premise retail market/grab and go (formerly known as retail market/gift shop), staffed or self-service that complies with the below
Standards.
If the resort is designated as All Inclusive, it must offer a minimum of two retail outlets.
213.01 HOURS OF OPERATION
Minimum hours of operation must satisfy local market demand. Hours of operation must be posted at the entrance.
213.02 PRODUCT SELECTION
The retail market / gift shop must have the following products at minimum:
• Refrigerator containing a variety of soft drinks, juices and water
• A variety of snacks that meet local market demand
• A selection of basic sundries (e.g., hygiene products, etc.)
NOTE: Over-the-counter medication may be sold based on applicable law.
• If reading materials are provided, adult content is not permitted.
213.05 GUEST BILLING
Hotel guests must be able to charge to guest folio.
214.00 THIRD-PARTY CONCESSIONAIRE

214.01 BRAND APPROVAL
Concessionaires may only be used by the hotel for activities that are approved by the Brand, including design, quality and placement of Furniture, Fixtures
and Equipment and signage.
214.02 QUALIFICATIONS
Concessionaires must be qualified and reputable in their field.
214.03 SIGNED AGREEMENT
Concessionaires must be operating under the terms of a signed agreement between the concessionaire and the hotel. If the concessionaire has direct
access to the hotel or is the sole-provider of a specific hotel service, the concessionaire must provide guests the ability to settle charges to their guest room
folio.
214.04 QUALITY ASSURANCE INSPECTION
Any concessionaire or other third party operating a business at the hotel must comply with all physical, cleanliness and service standards of the Brand and is
subject to periodic QA inspection by the Brand. The hotel is responsible for ensuring compliance. Non-compliance with Brand Standards by a third-party
operator will be treated by the Brand as if the non-compliance were by Owner.
214.05 USE OF TRADEMARKS
Concessionaires must not be authorized or permitted to use any of the Marks for any purpose.
214.06 CONCESSIONAIRE INSURANCE
Each concessionaire must maintain adequate insurance for its business. It is the Owner’s responsibility to ensure concessionaires have procured and
maintained insurance policies with adequate limits of liability, and that concessionaires fully indemnify the Owner, and the Brand, and Hilton, its designee and
their wholly owned subsidiaries, its owners and their managing agents and affiliates now or hereafter existing.
Special considerations apply where the concessionaire is involved in hazardous activities, including waterborne and airborne craft, fitness center, and water
sports. In respect of water sports, diving and scuba diving activities, the operation of watercraft or aircraft (including hot air balloons) and other hazardous
activities, the concessionaire must maintain insurance policies with limits of liability of at least $1,000,000 and must fully indemnify the Owner, the Brand, and
Hilton, its designee and their wholly owned subsidiaries, its owners and their managing agents and affiliates now or hereafter existing.
All policies required under this section must name the Owner, and the Brand and Hilton and any of their subsidiaries or affiliates operating in the country
where the hotel is located (including their officers, directors and Team Members) as additional insured parties and grant a waiver of subrogation in favor of
the Brand and Hilton.
All insurance policies required by this section must be maintained by the concessionaire in full force and effect during the term of the operation of the
business by the concessionaire at the hotel and for a reasonable period thereafter.

217.00 TRANSPORTATION
If the hotel provides guest transportation, it must comply with all the following requirements:
• All hotel vehicles must accommodate no less than five passengers (including the driver) plus storage for luggage.
• When utilized, radio station must be set to easy listening station.
217.01 TRANSPORTATION AVAILABILITY
The hotel must comply with the following Driver service standards:
• Guest service representatives must always advise the guest of the estimated wait time until the vehicle arrives and provide clear directions to the
transportation waiting area.
• Personal vehicles are not permitted to be used to transport guests.
• The hotel must provide directly, or through a service, a lift-equipped vehicle to accommodate the transportation of guests with disabilities.
• If general transportation is provided complimentary, then the lift-equipped vehicle must be provided complimentary. If transportation is charged, then the
lift-equipped vehicle transportation must be charged.
217.01.A AIRPORT DESIGNATION
If the hotel is designated as an “Airport Hotel,” unless the hotel is directly adjacent to and within walking distance of the airport, it must provide a
complimentary airport van/transport service so long as applicable laws permit such a service and in accordance with schedules published by the hotel.
Shuttle service must be available at all times during airport operation.
If the hotel is designated as an “Airport Hotel” it must provide directly, or through a third-party service, a lift-equipped vehicle to accommodate the
transportation of guests with disabilities.
217.02 VEHICLE REQUIREMENTS

217.02.A GRAPHICS
Refer to Standard 806.06.C for Brand-approved Vehicle Graphics. If the airport mandates a specific identity separate from the Brand-approved Vehicle
Graphics, the hotel must comply with airport vehicle graphic guidelines. Custom vehicle graphics must be approved through the Global Brand
Standards waiver process.
217.02.B SAFETY AND COMMUNICATION
To ensure guest safety, the hotel must perform routine checks of the vehicle(s) to ensure robust vehicle safety policies are in place. Routine checks
must be completed on a weekly basis and records must be maintained for inspections by hotel security and/or management. In addition, the hotel must
provide the following at all times:
217.02.B.1 SEAT BELTS
All hotel vehicles must be fully equipped with seat belts for all seats. At no time may the number of passengers carried exceed the number of
available seat belts.
217.02.B.2 FIRST AID KIT
All hotel vehicles must have a first aid kit.
217.02.B.3 FIRE EXTINGUISHER
All hotel vehicles must have a fire extinguisher.
217.02.B.4 TWO-WAY COMMUNICATION
Two-way, hands-free communication must be available to the driver in hotel vehicles (if applicable local law permits).
217.02.B.5 JUMPER CABLES
All hotel vehicles must have jumper cables.
217.02.C REGISTRATION
All hotel vehicles must be properly registered, insured and operated according to local safety and licensing codes.
217.02.D SMOKING POLICY
Smoking is not permitted in hotel vehicles. “No Smoking” signs must be prominently displayed. Drivers are prohibited from smoking.
NOTE: For the purpose of these Standards, “vaping” or use of electronic cigarettes/vaporizers is considered the same as smoking.
217.03 THIRD-PARTY TRANSPORTATION

A courtesy vehicle is not allowed to be jointly operated by any other hospitality company or brand outside of the Hilton Portfolio of Brands unless required by
local municipalities. If required by local municipalities, hotels must obtain approval through the Global Brand Standards waiver process.
217.04 TRANSPORTATION EXPERIENCE
217.04.A GUEST TRANSPORTATION IDENTIFICATION
The hotel’s name must be displayed on an iPad. The guest’s name is not permitted to be displayed. A manufactured sign is permitted.
217.04.B AMENITIES
If the hotel charges for transportation service, the following amenities must be provided in the vehicle:
217.04.B.1 WATER
Bottled Water (minimum 330 ml)
217.04.B.2 MOBILE CHARGING
Mobile device charging stations
217.04.B.3 WI-FI
Asia Pacific | Europe | Middle East and Africa | North America: Complimentary Wi-Fi access
217.04.C LUGGAGE ASSISTANCE
Drivers must be able to assist with loading and unloading luggage. Solicitation for gratuities is not permitted.
217.05 DRIVER REQUIREMENTS

All personnel assigned to drive hotel vehicles must be properly licensed (chauffeur’s license, if required) and insured according to local law. The maximum
number of permitted passengers must be clearly displayed. The driver must be licensed to carry the maximum number of passengers.

219.00 CULTURAL PROGRAM
Americas | Asia | Australasia | Europe | India | Japan, South Korea & Micronesia | Middle East and Africa:
The hotel is required to participate in the Huanying Program if it has four or more Chinese bookings per day on average, based on the previous year’s
annualized Guest Origin of Business (GOB) data. An updated list of the properties that meet these criteria can be found on the Huanying page on the Lobby.
Other hotels may choose to participate in the Huanying Program, if desired, by requesting it on the Huanying page. The following standards apply for hotels
participating in the program:
219.01 WEBSITE
Hotel must maintain a Simplified Chinese site within http://www.hilton.com.cn/ to enable a smooth booking process for potential Chinese guests. Hotel must
ensure content is updated as needed.
219.02 FRONT DESK COMMUNICATION
It is strongly encouraged that the hotel employs at least one Front Desk Team Member who speaks fluent Mandarin.
219.03 INTERPRETATION SERVICE
If the language in the local hotel market is not Mandarin, the hotel must subscribe to one of the following:
• A Mandarin interpretation service, available via telephone at the front desk and in the guest room, which can translate from Mandarin to the local market
language.
• Paid version of the iTranslate application which can be used on a designated mobile device that must be available for immediate use at the Front Desk.
The application can be purchased at http://www.itranslate.com/.
219.04 GREETING
A Huanying welcome script must be placed behind the front desk and visible at each workstation for Team Members to use and follow when greeting
Huanying guests. The script shall inform the guest about our Huanying program and identify the key amenities being provided.
On the back side of the welcome greeting is the interpretation service reference card.The reference card is to be written in Simplified Chinese explaining the
service and how it is to be used. The card is to be presented to the Huanying guest when using the interpretation service at the front desk.
NOTE: Welcome script/interpretation card template is available on marKIT.
219.05 CULTURAL PROGRAM CHAMPION
A designated Huanying Champion is required at every hotel to ensure program compliance and lead Huanying initiatives. The Champion’s contact
information must be communicated to Huanying@hilton.com and maintained on an ongoing basis.
219.06 GUEST ROOM AMENITIES
The following amenities must be placed in all guest rooms housing Huanying guests prior to arrival:
219.06.A KETTLE
An electric kettle that complies with the following specification:
• Stainless steel finish
• Heating element must not be exposed
• Minimum capacity of 0.6 liter
• Automatic shut-off
• Integrated lid
• Power connection in base of the unit
219.06.B TEA
A minimum of three individually wrapped Jasmine tea bags, replenished daily.
219.06.C SLIPPERS
Two pairs of slippers that meet the below minimum requirements:

• Closed toe
• 30cm, 5mm EVA
• Bottom Sole: 5mm EVA
• Upper Sole: 3mm sponge cotton velour
• Middle Sole: 365 gram paper card
• Inner Shoe Bridge: 3mm sponge polar fleece
• Piping: White
219.06.D IN-ROOM ENTERTAINMENT
Guest rooms must offer at least one television channel that consists exclusively of Mandarin language programming.
219.06.E WELCOME LETTER
A welcome letter drafted in Simplified Chinese must be placed in the guest room prior to arrival and include the following:
• Information about the availability of guest room amenities
• Instructions on how to place outbound phone calls, with specific instructions on how to place calls to China
• Breakfast hours and information about specialty breakfast menu
• Reminder of the hotel’s smoking policy
• Telephone number for Guest Services
• Telephone number for interpretation service
The welcome letter must be printed on hotel letterhead and no photocopies may be used.
NOTE: Welcome letter template is available on marKIT.
219.07 BREAKFAST BUFFET REQUIREMENTS

Huanying breakfast requirements must be offered as part of a buffet or a la carte option. The hotel may alternate between these methods depending on
expected Chinese guest occupancy.
A Huanying breakfast sign must be displayed on the restaurant host stand or in another visible area. Huanying items must be identified on the buffet labels (if
applicable).
NOTE: Approved signage and labels are available on marKIT.
If choosing the buffet option, the following food, utensil and signage requirements must be presented:
219.07.A CONGEE
Congee with a minimum of three condiments
219.07.B FRIED RICE OR NOODLE
Minimum of one fried rice or noodle dish.
219.07.C DIM SUM
Dim sum selection
219.07.D FRESH FRUIT

Two varieties of seasonal fresh fruit. If the hotel already has fresh fruit on the buffet, no need for additional.
219.07.E EGGS
Hard boiled eggs
219.07.F TEA
Jasmine tea
219.07.G SOY MILK
Warm soy milk, presented in an insulated vessel
219.07.H CHOPSTICKS
Chopsticks must be available.
219.07.I SOUP SPOON
Porcelain Chinese spoons
219.07.J SOY SAUCE DISH
Porcelain soy sauce dishes
219.08 A LA CARTE REQUIREMENTS

If choosing the a la carte option, the following food, utensil and signage requirements must be presented. All items on the menu must be prepared and ready
for service.
• A Huanying breakfast sign must be placed at the host stand or other visible area. Signage must be pulled from the template located on marKIT.
• A Huanying a la carte menu must be delivered to Chinese guests. Hotel must use the Huanying menu found on marKIT.
• Ordered food items must be delivered to each guest together on a tray constructed of wood, metal, bamboo, etc.
219.08.A CONGEE
Congee with a minimum of three condiments
219.08.B FRIED RICE OR NOODLE
Minimum of one fried rice or noodle dish.
219.08.C FRESH FRUIT
Two varieties of seasonal fresh fruit. If the hotel already has fresh fruit on the buffet, no need for additional.
219.08.D EGGS
Hard boiled eggs
219.08.E TEA
Jasmine tea
219.08.F SOY MILK
Warm soy milk, presented in an insulated vessel

219.08.G CHOPSTICKS
Chopsticks must be available.
219.08.H SOUP SPOON
Porcelain Chinese spoons
219.08.I SOY SAUCE DISH
Porcelain soy sauce dishes

221.00 HOTEL OPERATOR
The hotel’s Guest Service Hotline must be answered 24 hours a day by a hotel team member trained in handling service recovery for guest requests,
inquiries, problems or complaints.
221.02 RESPONSE TIME
Guest requests, inquiries, problems or complaints received via the Guest Service Hotline must be responded to and dealt with to the satisfaction of the guest
within 15 minutes, or within a reasonable time frame committed to by the Guest Service Hotline agent when more time is needed.
222.00 PRE-ARRIVAL SERVICES

NOTE: Pre-arrival service standards are currently under review by the Brand. Once developed and communicated, the hotel must adhere to these standards.
300 - GUEST ROOM AND BATHROOM
GUEST ROOM AND BATHROOM

300-
301.00 ROOM CATEGORIES ...................................................................................................................................................... 300-2

302.00 CLOSET / ARMOIRE ....................................................................................................................................................... 300-2
303.00 IN-ROOM COFFEE AND TEA SERVICE......................................................................................................................... 300-7
304.00 GUEST ROOM ACCESSORIES .................................................................................................................................... 300-10
305.00 THE BED ........................................................................................................................................................................ 300-14
306.00 SOFA BED...................................................................................................................................................................... 300-29
307.00 ROLLAWAYS.................................................................................................................................................................. 300-29
308.00 CRIBS / BABY COTS ..................................................................................................................................................... 300-29
309.00 BATHROOM ACCESSORIES AND EXPENDABLES .................................................................................................... 300-30
310.00 BATH AMENITIES.......................................................................................................................................................... 300-32
311.00 EXECUTIVE GUEST ROOM AND SUITE BATH AMENITIES .......................................................................................300-32
312.00 FULL SIZE AMENITIES ................................................................................................................................................. 300-33
313.00 AMENITIES AVAILABLE UPON REQUEST .................................................................................................................. 300-34
314.00 BATH TERRY ................................................................................................................................................................. 300-35
315.00 KITCHEN........................................................................................................................................................................ 300-38
318.00 FITNESS GUEST ROOMS ............................................................................................................................................ 300-44
301.00 ROOM CATEGORIES

Upgraded room types are defined as follows:
• Executive - A guest room located on a floor designated as “Executive” and/or associated with access to an Executive Lounge.
• Suites - A multi-room guest room usually consisting of a parlor and bedroom.
302.00 CLOSET / ARMOIRE
The following items must be provided in all guest rooms unless otherwise noted:
302.01 HANGERS
• Wood finish
• Brass or nickel hooks and clips
• Non-logoed
• Theft proof hangers are not permitted
NOTE: Hangers used to present amenities (e.g., robes, slippers, etc.) do not count towards the minimum quantities below.
302.01.A MEN'S HANGERS
• (5) - Men's hangers, open hook with dowel or locking bar
302.01.B WOMEN'S HANGERS
• (5) - Women's hangers, open hook contour with clips
302.01.D ADDITIONAL CLOSET HANGERS
Minimum quantity required
• (4) Men's hangers in additional closets
302.02 IRON AND IRONING BOARD

The hotel must provide the following items:
302.02.A IRON
One iron with the following minimum specifications:
• Non-stick bottom (e.g., Stainless steel or ceramic)
• Auto shut-off (8 minutes vertical/30 seconds horizontal, motionless)
• Steam option
NOTE: Water must be removed from the appliance each day.
302.02.B IRONING BOARD
Minimum specifications:
• Freestanding
• Minimum size of 43” x 13”

• Padded and Covered
• Commercial Grade
• Fire Retardant
NOTE: The iron is not permitted to be attached to the ironing board.
302.02.C CLOSET ORGANIZER
• Must secure the iron at a minimum.

• Commercial Grade
• Wall mounted unit
• Constructed of heat-resistant thermoset plastic
NOTE: If the ironing board does not fit in the organizer, it may be placed against the wall in the closet.
302.03 LAUNDRY BAGS / BASKET

One laundry bag and laundry list must be placed in the closet/wardrobe clipped to a hanger or presented in an organizer.
Laundry bags must be replaced upon use.
NOTE: The hotel may provide a reusable alternative.
302.05 LUGGAGE RACK
Minimum of one built-in or portable luggage rack in each guest room. Plastic luggage racks are not permitted.
302.06 EXTRA BLANKET AND PILLOWS
Additional blankets and pillows in compliance with the below specifications must be available upon request:
NOTE: If provided in the guest room, the extra blanket and pillow must be enclosed in a storage bag.
302.06.A BLANKET
One micro velour blanket per room must be provided.
302.06.B PILLOW
Americas:
MINIMUM SPECIFICATIONS
• Cluster fiber fill
• Blended cover
• Jumbo (20” x 28”)
• 20.5 oz.
• White

MINIMUM SPECIFICATIONS:
• 100% Recycled Cluster fiber fill
• Blended cover
• Jumbo (50cm x 70cm)
• 575gm
• White
302.06.C PILLOWCASE
• T250
• 60% cotton / 40% polyester blend OR 100% cotton
• Executive Stripe
• Damask - 4mm stripe
302.06.D PILLOW PROTECTOR
Americas:
• T180
• Blend plain weave
• 21” x 30”
• Envelope OR zipper closure
• White
• T180
• 52.5cm x 75cm
• White
302.07 ROBES / BATHROBES

Americas:
• White
• 48″ inches in length

• Terry-lined microfiber, 60/40 waffle weave (lined or unlined) OR 12 oz. 100% cotton terry
• (2) - Robes / Bathrobes in each Executive guest room
NOTE: Product specifications must be presented consistently within each guest room.
Asia Pacific:
• White
• 120cm in length
• Terry-lined microfiber, 60/40 waffle weave (lined or unlined) OR 450gm 100% cotton terry
• (2) - Robes / Bathrobes in each guest room
• White
• 120cm in length
• (2) - Robes / Bathrobes in each suite and Executive guest room
Japan:
• White
• 120cm in length
• (2) – Yukatas in each guest room
302.08 SLIPPERS
302.08.A MINIMUM SPECIFICATIONS
Asia Pacific | Caribbean | Central America | Mexico | South America:
RESORT DESIGNATION ONLY:
• Closed toe
• 30cm, 5mm EVA

• Piping: White
Australasia:
• Closed or Open toe
• 30cm, 5mm EVA
• Piping: White
• Closed toe
• 30cm, 5mm EVA
• Piping: White
Japan:
• Open toe
• 30cm, 5mm EVA
• Piping: White
302.08.B MINIMUM QUANTITY
Asia Pacific: 2 pairs of new, unused slippers must be provided prior to arrival in each guest room.
NOTE: This requirement does not apply to rubber sandals.

Australasia:
2 pairs of new, unused slippers must be provided prior to arrival in each suite and Executive guest room.
NOTE: This requirement does not apply to rubber sandals.
• (2) - Pairs of Slippers in each suite and Executive guest room
303.00 IN-ROOM COFFEE AND TEA SERVICE

The hotel must provide the following items as part of the Brand-approved In-Room Coffee/Tea Service solution. Regardless of length of stay, all items must be
replenished daily on a complimentary basis to the defined quantities.
303.01 PRESENTATION
The in-room coffee/tea service must be presented in a way that complements the overall design of the guest room. All presentation elements must be
approved by the Brand prior to ordering and/or being placed in the guest room.
303.01.A PLACEMENT
• The in-room coffee/tea service may be housed within custom designed cabinetry
• The in-room coffee/tea service is not permitted to be located in the guest bathroom
303.01.B TRAY / CADDY
Presentation elements must be constructed of high-quality commercial grade materials (e.g., stainless steel or resin). All presentation elements must be
approved by the Brand prior to ordering and/or being placed in the guest room.
303.02 BREWER / KETTLE

The following brewer options have been approved by the Brand:
303.02.A POD-STYLE BREWER
Caribbean | Central America | Europe | Mexico | Middle East and Africa | Puerto Rico | South America:
SINGLE SERVICE POD COFFEE SYSTEM (e.g., Nespresso, Keurig, etc.)
303.02.B DRIP BREWER
Canada | United States:
Cuisinart® Dual Cup Single Brew Coffee Maker
Caribbean | Central America | Europe | Mexico | Middle East and Africa | Puerto Rico | South America:
AUTOMATIC DRIP COFFEE MAKER
• Two-cup minimum capacity
• C.E./U.L.®/CCC approved with operating instructions

• Automatic shut-off feature
• Vented top is not permitted
303.02.D KETTLE
Asia Pacific | Caribbean | Central America | Europe | Mexico | Middle East and Africa | Puerto Rico | South America:
ELECTRIC KETTLE
• Stainless steel or alternative finish preferred
NOTE: Plastic is not permitted.
• Heating element must not be exposed
• Minimum capacity of 0.6 liter
• Automatic shut-off
• Integrated lid
• Power connection in base of the unit
303.03 COFFEE
The following coffee options must be provided:
303.03.A CAFFEINATED
(2) - Premium quality regular coffee sachets or pods (e.g., capsules, K-Cup®, etc.)
(2) - The Coffee Bean & Tea Leaf regular coffee pods (e.g., capsules, K-Cup®, etc.)
303.03.B DECAFFEINATED
Asia Pacific | Caribbean | Central America | Mexico | Puerto Rico | South America:
(1) - Premium quality decaffeinated coffee sachets or pods (e.g., capsules, K-Cup®, etc.)
(2) - Premium quality decaffeinated coffee sachets or pods (e.g., capsules, K-Cup®, etc.)
303.04 TEA
303.04.A CAFFEINATED
(2) - Premium foil wrapped breakfast teas
(1) - The Coffee Bean & Tea Leaf English breakfast tea
303.04.B DECAFFEINATED
Asia Pacific | Central America | Europe | Mexico | Middle East and Africa | Puerto Rico | South America:
(2) - Premium foil wrapped herbal teas
(1) - The Coffee Bean & Tea Leaf chamomile tea
303.05 SERVEWARE AND CONDIMENTS

303.05.A MUGS / CUPS
(2) - Coffee mugs, cups, and saucers
NOTE: Third-party branding is permitted on the provided tea cups, mugs, and/or paper coffee cups only if the branding matches the product served. If
the hotel provides re-useable glassware (e.g., mugs, cups, etc.), compliance with the Glassware Sanitation Standard is required.
303.05.C SUGAR
(4) - Sugar packets (pure sugar or raw sugar)
303.05.D SUGAR SUBSTITUTE
(2) - Sugar substitute packets (Sweet n’ Low, Equal, or Splenda)
(4) - Sugar substitute packets (selection of two, e.g., Splenda, Equal)
303.05.E CREAMER
(2) - Shelf-stable liquid creamers
NOTE: Powdered creamers accepted in countries where liquid or UHT is not available.
Asia Pacific: (2) - Shelf-stable liquid creamers or suitable alternative (e.g., dry creamer)
303.05.F STIR STICKS / TEASPOONS
(2) - Stir sticks or teaspoons (as appropriate with selected drinkware)
(2) - Individually wrapped 5.5″ wood coffee stirrers
303.05.G NAPKINS
(2) - Cocktail napkins (non-logoed)

303.05.J TO-GO CUPS AND LIDS
Asia Pacific | Caribbean | Central America | Mexico | Puerto Rico | South America:
If coffee mugs, cups, and saucers are not provided, the hotel must provide two paper coffee cups insulated or with protective thermal wrap
NOTE: Third-party branding is permitted on the provided tea cups, mugs, and/or paper coffee cups only if the branding matches the product served. If
the hotel provides re-useable glassware (e.g., mugs, cups, etc.) compliance with the Glassware Sanitation Standard is required.
• (2) - The Coffee Bean & Tea Leaf 10 oz. hot cup (wrapped or unwrapped)
• (2) - The Coffee Bean & Tea Leaf lids for 10 oz. hot cups
303.05.K SLEEVES
(2) - The Coffee Bean & Tea Leaf thermal sleeves
304.00 GUEST ROOM ACCESSORIES

The following accessories must be provided in each guest room:
304.01 CLOCKS
The hotel must select a pre-approved clock from Hilton Supply Management OR source a custom product that complies with the following:
CUSTOM CLOCK MINIMUM SPECIFICATIONS:
• Single day alarm
• Dimmer
• Snooze button/duration
• Automatic/Preset daylight savings settings (if applicable)
• Battery backup with secure door
• Locked/Inaccessible time-set buttons
• 3-Step alarm set
• Must include at least one USB port
• Clock must not be secured to the case good.
MINIMUM QUANTITY REQUIRED
• (1) - Alarm clock
OR
If the hotel complies with the following requirements, a clock is NOT required:
• USB at the bedside table; AND
• A telephone with automated/manual wake-up call
304.02 SAFES
Asia Pacific | Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America:
• In-room safes must be offered complimentary.
• Battery powered
• Integrally designed manual override system
• Must accommodate a 15” laptop
• (1) - Safe in each guest room
NOTE: A disclaimer notice must be affixed to each safe. The below text was designed for inclusion on the disclaimer notice and in the in-room Hotel
Information File. The hotel must engage local counsel directly to verify that the above language complies with local laws. The hotel must notify Risk
Management and the legal department of any changes to the above language, as recommended by local counsel:
“Guests may make use of in-room safes and/or, where available, safety deposit facilities accessed via the hotel reception. As facilities do vary in different
hotels, please contact the hotel reception for further details. Please note that the management declines all responsibility or liability for the theft of money or
valuables when staying at the hotel, whatever the circumstances.”
Guam | Puerto Rico | United States | Virgin Islands, U.S.:
• In-room safes must be offered complimentary.
• Battery powered
• Integrally designed manual override system
• Must accommodate a 15” laptop
• (1) - Safe in each guest room - Existing hotels without safes must install them at the time of renovation.
NOTE: A disclaimer notice must be affixed to each safe. The below text was designed for inclusion on the disclaimer notice and in the in-room Hotel
Information File. The hotel must engage local counsel directly to verify that the above language complies with local laws. The hotel must notify Risk
Management and the legal department of any changes to the above language, as recommended by local counsel:
“This safe is provided for your convenience only. It does not afford the same protection as, and is not intended as a substitute for or replacement of, the safe
deposit box provided in the lobby of the hotel for the safekeeping of your valuables. We encourage you to use the safe deposit boxes in the hotel lobby. The
liability of the hotel for loss of any of your valuables is controlled and limited by law. The applicable provisions of the law are posted or summarized in notices
posted in your room and/or in various public rooms of the hotel. By putting your valuables in this safe, rather than in a safe deposit box in the lobby, you will
limit your right to recover if any of your valuables are lost or stolen. Should you have any questions regarding the use of the in-room safe or the safe deposit
boxes in the hotel lobby, please contact the hotel’s Director of Security or the Assistant Manager, who are authorized to assist you.”
304.03 REFRIGERATORS
A minibar is a fully stocked under-counter cold storage unit. A refrigerator is an under-counter cold storage unit for guest use. If the hotel chooses to offer a
minibar or refrigerator, then the hotel must comply with the following specifications:
• Minibars with sensors may not be emptied for use as guest room refrigerators
• If the hotel offers minibars in guest rooms, they must be restocked on a daily basis.
• Must maintain a minimum temperature of 41 °F/5 °C
MINIMUM QUANTITY REQUIRED:
• (1) Minibar / refrigerator per guest room
NOTE: Refrigerators or minibars placed in guest rooms for the duration of a guest's stay are not required to be housed in a casegood. The hotel is not
permitted to leave these units in the room on a permanent basis.
• Minibars with sensors may not be emptied for use as guest room refrigerators.
• If the hotel offers minibars in guest rooms they must be restocked on a daily basis.
• All Inclusive Resorts must provide a minimum of two soft drinks and two bottled waters on a complimentary basis.
• Must maintain a minimum temperature of 41 °F/5 °C
• (1) - Minibar/refrigerator per guest room (Existing hotels must install at the time of renovation)
NOTE: Refrigerators placed in guest rooms for the duration of a guest’s stay are not required to be housed in a casegood. The hotel is not permitted to leave
these units in the room on a permanent basis.
304.05 WASTEBASKET
Americas:
The hotel must select a wastebasket from the Hilton Hotels & Resorts Guest Room Accessory Program OR source a custom designed product approved
through the Global Brand Standards waiver process.
CUSTOM PRODUCT MINIMUM SPECIFICATIONS
• Ignition resistant
• Wastebaskets must be decorative vinyl exterior, faux leather, resin, or stainless steel.
• Non-logoed
• 9 quart or 13.5 quart dual wastebasket
• (1) - Wastebasket in each guest room
Upon replacement, the hotel must provide wastebaskets with the following specifications:
• Wastebaskets must be decorative vinyl exterior, faux leather, or resin. Stainless steel is prohibited.
• Non-logoed
• 16 quart or 32 quart dual wastebasket

The hotel must source a pre-approved wastebasket from Hilton Supply Management OR source a custom designed product approved through the Global
Brand Standards waiver process.
• Wastebaskets must be decorative vinyl exterior, faux leather, resin or stainless steel.
• Non-logoed
• 4 liters - 12 liters (9 quarts - 13 quarts)
• Wastebaskets must be decorative vinyl exterior, faux leather, or resin. Stainless steel is prohibited.
• Non-logoed
• 4 liters - 12 liters (9 quarts - 13 quarts)
304.06 RECYCLING
Recycling bins are permitted but not required.
304.07 TRAY
A tray is not required if:
• The hotel does not offer an ice machine on the guest room floor, a tray is not required. OR;
• The room features custom built cabinetry or shelving specifically built to house the ice bucket and glassware.
If the above criteria does not apply, the hotel must select a tray from the Hilton Hotels & Resorts Guest Room Accessory Program OR source a custom
designed product approved through the Global Brand Standards waiver process.
CUSTOM TRAY MINIMUM SPECIFICATIONS
• Constructed of faux leather, resin, or stainless steel
• (1) - Tray
304.08 GLASSWARE
• Constructed of glass
• Minimum of 8 oz.
• Non-logoed glass cap
NOTE: If glassware is placed upside down on a coaster or stored inside custom built cabinetry to house glassware, then a glass cap is not required.
• (2) - Glassware (Must be sanitized and comply with health and local codes.)
• If a stocked minibar is provided, appropriate glassware must be available based on the products offered.
304.09 ICE BUCKET
If the hotel does not offer an ice machine on the guest room floor, an ice bucket is not required.
If an ice machine is provided on the guest room floor, the hotel must select an ice bucket from the Hilton Hotels & Resorts Guest Room Accessory Program
OR source a custom designed product approved through the Global Brand Standards waiver process.
CUSTOM ICE BUCKET MINIMUM SPECIFICATIONS
• 1-2 quarts/1-2 liters
• With cover
• With disposable plastic liner
• Constructed of resin or stainless steel
• Non-logoed
• (1) - Ice Bucket
305.00 THE BED

NOTE: Top of Bed standards are currently under review by the Brand. Once developed and communicated, the hotel must adhere to these standards.
Compliance will be required by June 30, 2021.
The components listed in the charts below are required per guest room bed type. The requirements vary slightly depending on how the top of bed is made up
by the hotel. If the hotel triple sheets each bed, CHART 1 is required. If the hotel prefers a duvet cover, CHART 2 is required. Top of bed elements must be
procured through the Brand approved program or meet the minimum specifications listed below.
CHART 1 - TRIPLE SHEET BED COMPONENTS
The hotel must utilize the Brand-approved solution for each of the following components:
• Mattress and Box Set/Bed Frame or Platform
• Mattress Topper
• Applicable Sheeting
• Applicable Pillowcases
• Down Pillows
• Pillow Protectors
• Down Comforter/Duvet
• Bed Wrap
CHART 2 - DUVET COVER BED COMPONENTS
• Mattress Topper
• Applicable Sheeting
• Applicable Pillowcases
• Down Pillows
• Applicable Duvet Cover
• Down Comforter/Duvet
• Bed Wrap
The components listed in the charts below are required per guest room bed type. The requirements vary slightly depending on how the top of bed is made up
by the hotel. If the hotel triple sheets each bed, CHART 1 is required. If the hotel prefers a duvet cover, CHART 2 is required. Top of bed elements must be
procured through the Brand approved program or meet the minimum specifications listed below.
CHART 1 - TRIPLE SHEET BED COMPONENTS
• Executive Stripe Sheeting
• White Pillowcases with Embroidery
• Down and Synthetic Pillows
• Down Duvet Insert or Comforter
• Bed Wrap
• Mattress Pad
CHART 2 - DUVET COVER BED COMPONENTS
• Executive Stripe Sheeting and Duvet Cover
• White Pillowcases with Embroidery
• Down and Synthetic Pillows
• Down Duvet Insert or Comforter
• Bed Wrap
• Mattress Pad
305.01 BOX SPRING
Box springs are not required for platform beds.
305.01.A BOX SPRING COVER
A box spring cover / bed wrap must be approved through the Brand’s design approval process. Hotels with existing bed skirts must transition to box
spring covers / bed wraps upon replacement. Box spring cover / bed wraps are not required on platform beds.
Box spring cover / bed wraps must fit snuggly and must not sag.
MINIMUM REQUIREMENTS:
• Style: fitted sheet
• Drop: none
• Finishing Thread: 10 stitches/inch; polyester monofilament
• Deck: Poly/cotton non-woven blend
• Deck Banding: 6”
• Elastic Width: 1”
305.02 MATTRESS
Asia Pacific:
NOTE: Approved mattress specifications are currently under review by the Brand. Once developed and communicated, the hotel must adhere to these
Standards.
Mattresses and foundations must not exceed 10 years of age and must comply with the following specifications in all guest rooms:
APPROVED PRODUCT
• Serta Suite Dreams II
• Simmons Beautyrest Harmony
• Slumberland Deluxe Comfort
• King Koil Comfort Plush
Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America:
NOTE: Approved mattress specifications are currently under review by the Brand. Once developed and communicated, the hotel must adhere to
these Standards.
Mattress and foundations in compliance with the following specifications must be used in all guest rooms:
APPROVED PRODUCT
NOTE: Mattresses and foundation must not exceed 10 years of age.
Mattress and foundations in compliance with the following specifications must be used in all guest rooms:
APPROVED PRODUCT
All new or replacement mattress and foundations must be in compliance with the following specifications in all guest rooms:
• Serta Suite Dreams NXT
• Sealy Paradigm Suites

NOTE: Mattresses and foundation must not exceed 10 years of age.
305.02.A PRESIDENTIAL / EASTERN KING
MINIMUM SIZE REQUIREMENT:
• 80” x 80” Presidential
• 76” x 80” Eastern King
305.02.B KING
Minimum size requirements:
• 80" x 80" / 200 cm x 200 cm (Presidential)
• 72" x 80" / 180cm x 200 cm (Eastern King)
305.02.C QUEEN
Size requirement:
• 60" x 80" (150 cm x 200 cm)
305.02.D DOUBLE / FULL
Minimum size requirement:
• 53" x 80" / 135 cm x 200 cm
305.02.E SINGLE / TWIN
Minimum size requirement:
• 53" x 80" / 135 cm x 200 cm
305.02.F ZIP & LINK
Zip and Link mattresses are not permitted.
305.03 MATTRESS TOPPER

• T200
• 50% cotton / 50% polyester
• Plain woven top and bottom with diamond pattern
• Fill Weight: 795gm bonded polyester per square yard
• Polyester fitted skirt with elastic bonded bottom to fit up to 38cm mattress
• Anchor bands are not permitted
• Must comply with local fire codes
NOTE: If the hotel uses a mattress protector, it must be placed under the super topper mattress pad.
Canada:
The hotel must utilize Brand-approved mattress toppers on all beds. Please refer to the Hilton Brand Guest Room Order Guide for ordering information.
The hotel must utilize the Brand-approved mattress pad on all beds.
For all new and replacement purchases, the hotel must utilize the 4 oz. Waterproof Mattress Pad.
305.04 BOTTOM SHEET
Asia Pacific:
Flat sheet minimum specifications (post-wash):
• T250
• 60% cotton / 40% polyester OR 100% cotton
• 4mm sateen stripe
• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• Left + Right - 1.25cm
• With care label
• Stitches per Inch (SPI): 10-11
• Single stitch edge type
• Thread is fabric color except bottom stitch
• Bottom 2.5cm hem stitch is to be color coded for size distinction
• All flat sheets must be ironed for hotels that have an ironer on property or utilize an outside laundry service. All sheets will be audited by the Quality
Assurance team for condition.
If the hotel opts for a duvet cover the specifications detailed in Standard 305.07 apply.
• T200
• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label

NOTE: A top sheet is optional when using a duvet cover.
• T250
• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label
North America:
The hotel must utilize Brand-approved sheets on all beds. Please refer to the Hilton Brand Guest Room Order Guide for ordering information.
All flat sheets must be ironed for hotels that have an ironer on property or utilize an outside laundry service. All sheets will be audited by the
Quality Assurance team for condition.
305.05 SECOND SHEET
Asia Pacific:
• T250

• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label
• T200
• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label
• T250

• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label
North America:
The hotel must utilize Brand-approved sheets on all beds. Please refer to the Hilton Brand Guest Room Order Guide for ordering information.
305.06 INSERT / DUVET
305.06.A DOWN DUVET INSERT SPECIFICATIONS
• Natural Fill
• White barrier weave
• T233
• 100% cotton shell
• 38cm sewn through box quilt design in white
• Double needle sewn edges with loops at each corner
• Filled with grey duck down 75% cluster
Canada: The hotel must utilize Brand approved down insert on all beds. Please refer to the Hilton Brand Guest Room Order Guide for ordering
information.
Guam | Puerto Rico | United States | Virgin Islands, U.S.: The hotel must utilize the Temperloft Duvet Insert or Asheville Comforter with Natural
Down Fill.

305.06.C SYNTHETIC INSERT SPECIFICATIONS
A synthetic insert alternative, in compliance with the below specifications, must be available upon request to accommodate guest’s preference for non-
down products:
• Microfiber shell
• Color: White
• Sized to fit bed
North America: The hotel must have Brand approved synthetic duvet inserts available upon request. Please refer to the Hilton Brand Guest
Room Order Guide for ordering information.
305.07 TOP SHEET / DUVET COVER

Asia Pacific:
• T250
• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label
DUVET COVER MINIMUM SPECIFICATIONS (post-wash)
• T250
• Damask with 4mm stripe
• 3 sides double stitched with knife edge
• Bottom opening
• One side on opening 36cm flap with 5cm hem
• Other side, no flap with 2.5cm hem
• 20cm hand holds on left and right sides 3.75cm from top
• With care label
• Bottom 2.5cm hem is to be color coded for size distinction
• No buttons, snaps or zippers
• Finished size must be made to fit down comforter/duvet sizes
• Color: White
• T200
• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label
• T250
• Bottom opening

• With care label
• Color: White
• T250
• Color: White
• Hem:
• Top - 7.5cm
• Bottom - 2.5cm
• With care label
• T250
• Bottom opening

• With care label
• Color: White
North America: The hotel must utilize Brand-approved sheets or duvet covers on all beds. Please refer to the Hilton Brand Guest Room Order Guide for
ordering information.
305.08 PILLOWS
305.08.A DOWN SPECIFICATIONS
MINIMUM SPECIFICATIONS - JUMBO PILLOWS
• Feather and Down fill
• T233 cotton cover
• 50cm x 70cm
• Firm: 1225gm
• Soft: 938gm
• Color: White
DOWN PILLOW MINIMUM SPECIFICATIONS - KING PILLOWS
• Feather and Down fill
• T233 cotton cover
• 50cm x 90cm
• Firm: 1575gm
• Soft: 1210gm
• Color: White
Canada: The hotel must utilize Brand-approved Jumbo and King pillows (as applicable) on all beds. Please refer to the Hilton Brand Guest Room Order
Guide for ordering information.
The hotel must utilize Brand-approved Jumbo, Queen and King pillows (as applicable) on all beds.
SIZE REQUIREMENT:
• JUMBO: 20" x 28"
• QUEEN: 20" x 30"
• KING: 20" x 36"
SOFT PILLOW DOWN OPTIONS:
• Temperloft Pillow or Down Dreams Classic Pillow
FIRM PILLOW DOWN OPTION:
• Down Dreams Classic Firm Pillow
CLOSET PILLOW DOWN OPTION:
• Jumbo Down Dreams Classic Pillow
305.08.B SYNTHETIC SPECIFICATIONS
A synthetic pillow alternative, in compliance with the below specifications, must be available upon request to accommodate guest’s preference for non-
down products:
• Blended cover
• Jumbo (50cm x 70cm)
• 575gm
• Color: White
Canada: The hotel must have Brand approved synthetic jumbo and king pillows available upon request. Please refer to the Hilton Brand Guest Room
Order Guide for ordering information.
The hotel must have Brand approved synthetic pillows available upon request.
SIZE REQUIREMENT:
• JUMBO: 20" x 28"
• QUEEN: 20" x 30"
• KING: 20" x 36"
FIRM PILLOW SYNTHETIC OPTION:
• Dream Memories Pillow
CLOSET PILLOW SYNTHETIC OPTION:
• Jumbo Dream Surrender II Pillow
305.08.C QUANTITY REQUIRED
MINIMUM QUANTITY REQUIRED (by bed type)
• TWIN - 2 Jumbo pillows
• FULL/DOUBLE/QUEEN - 3 Jumbo pillows

• KING - 4 Jumbo pillows
The hotel must phase-in the below product to specified quantities by December 31, 2019:
• TWIN (53" x 80" / 135 cm x 200 cm) - 2 Jumbo pillows (Recommended mix of 1 - Soft and 1 - Firm)
• FULL/DOUBLE/QUEEN - 4 Jumbo pillows (Recommended mix of 2 - Soft and 2 - Firm)
• KING - 4 King pillows (Required mix of 2 - Soft and 2 - Firm)
NOTE: King pillows are only permitted on King beds. Jumbo pillows must be used on all other bed types.
SYNTHETIC PILLOW MINIMUM REQUIREMENTS:
• Must be available upon request to accommodate guest’s preference for non-down products
Canada:
• KING - 4 King pillows (2 - Soft and 2 - Firm)
NOTE: King pillows are only permitted on King beds. Jumbo pillows must be used on all other bed types.
• TWIN - 2 Jumbo pillows ( 1 - Soft and 1 -Firm)
• FULL/DOUBLE - 4 Jumbo pillows (2 - Soft and 2 - Firm)
• QUEEN - 4 Queen pillows (2 - Soft and 2- Firm)
• KING - 4 King pillows (2 - Soft and 2 - Firm)
305.09 PILLOW PROTECTORS

MINIMUM SPECIFICATIONS (post-wash):
• T180
• Jumbo - 52.5cm x 75cm
• King - 50cm x 90cm

• Color: White
Canada: The hotel must utilize Brand approved pillow protectors on all beds. Please refer to Hilton Brand Guest Room Order Guide for ordering information.
Guam | Puerto Rico | United States | Virgin Islands, U.S.: The hotel must utilize Brand approved pillow protectors on all beds. Please refer to Hilton Brand
Guest Room Order Guide for ordering information.
305.10 PILLOWCASES
MINIMUM SPECIFICATIONS (post-wash):
• T250
• 60% cotton / 40% polyester blend OR 100% cotton
• Executive stripe
• Color: White
• All pillowcases must be ironed. If the hotel does not have an ironer on property or utilize an outside laundry service, the pillowcases will be audited by
the Quality Assurance team for excessive wrinkles.
NOTE: The hotel may utilize Brand-approved pillow shams in place of the above pillowcases.
Canada:
The hotel must utilize Brand-approved pillowcases on all beds. Please refer to the Hilton Brand Guest Room Order Guide for ordering information.
All pillowcases must be ironed. If the hotel does not have an ironer on property or utilize an outside laundry service, the pillowcases will be audited by the
Quality Assurance team for excessive wrinkles.
The hotel must utilize Brand-approved pillowcases on all beds. Please refer to the Hilton Brand Guest Room Order Guide for ordering information.
For new and replacement pillowcases, the hotel must transition from the Executive Stripe Pillowcases to Plain White with Silver Embroidered Frame
pillowcases by December 31, 2020.
• Jumbo, Queen, or King (as applicable)
• T250 Blend
• Sateen Weave
• White with Silver Embroidery
OR
• Jumbo or King
• T300 Blend
• Sateen Weave Pillow Sham
• White with Silver Embroidery
All pillowcases must be ironed. If the hotel does not have an ironer on property or utilize an outside laundry service, the pillowcases will be audited by the
Quality Assurance team for excessive wrinkles.
305.11 DECORATIVE ELEMENTS
The surface of the bed and pillows must be completely free of decorative items, unless otherwise approved through the Global Brand Standards waiver
process.
306.00 SOFA BED

306.01 SOFA BED LINEN
The following linen must be provided when preparing the guest room sofa bed:
• Appropriate Mattress Pad
• Sheeting
• Pillows
• Blanket
307.00 ROLLAWAYS
Americas:
If the hotel provides rollaway beds, they must comply with the following minimum specifications:
• 30” Width x 74” Length
• 4" Mattress thickness
• Folding rollaway beds are not permitted
If the hotel provides rollaway beds, they must comply with the following minimum specifications:
• 91cm Width x 194cm Length
• 20cm Mattress thickness
• Folding rollaway beds are not permitted
307.01 ROLLAWAY LINEN
The following linen must be provided when preparing a requested rollaway:
• Appropriate Mattress Pad
• Sheeting
• Pillows
• Blanket
308.00 CRIBS / BABY COTS

An adequate supply of approved, soundly constructed baby cribs must be available and well-maintained. All cribs and play yards as well as associated linens
and soft goods must comply with current federal, state/provincial, local manufacturing and safety standards, including (as applicable regionally):
• JPMA (Juvenile Products Manufacturers Association)
• ASTM (American Society for Testing Materials)

• CPSC (Consumer Products Safety Commission)
• EN 1130-1-1996 safety standards
Requirements:
• A minimum of three cribs and play yards must be available, complimentary to the guest.
• Pillows, comforters, stuffed animals or other soft items must never be placed in the crib
NOTE: Contact Hilton Supply Management for a list of approved products/vendors.
Ireland | United Kingdom:
An adequate supply of approved, soundly constructed baby cribs must be available and well-maintained. All cribs and play yards as well as associated linens
and soft goods must comply with current federal, state/provincial, local manufacturing and safety standards, including (as applicable regionally):
• JPMA (Juvenile Products Manufacturers Association)
• ASTM (American Society for Testing Materials)
• CPSC (Consumer Products Safety Commission)
• BS EN 716 safety standards
Requirements:
• A minimum of three cribs and play yards must be available, complimentary to the guest.
• Pillows, comforters, stuffed animals or other soft items must never be placed in the crib.
NOTE: Contact Hilton Supply Management for a list of approved products/vendors.
308.01 CRIB LINEN
The following items must be available upon request:
• Fitted Sheet
• Blanket
309.00 BATHROOM ACCESSORIES AND EXPENDABLES

The following accessories and expendables must complement the design and must be provided in each guest room bathroom:
309.01 AMENITY TRAY
The hotel must select an amenity tray from the Hilton Hotels & Resorts Guest Room Accessory Program/HSM OR source a custom designed product
approved through the Global Brand Standards waiver process.
• Constructed of resin, resin plastic, stainless or steel
• (1) - Amenity Tray
309.02 SOAP DISH
The hotel must select a soap dish from the Hilton Hotels & Resorts Guest Room Accessory Program/HSM OR source a custom designed product approved
through the Global Brand Standards waiver process.

• Constructed of resin, resin plastic, or stainless steel
• (1) - Soap Dish
309.03 HAIRDRYER
(1) - FREESTANDING HAIRDRYER (stored in a non-logoed hairdryer bag if in guest view, with adjustable blower, temperature control and ground fault
interrupter - unless interrupter is built into the wiring system). All new hairdryers must be 1800 watts or greater.
309.08 FACIAL TISSUE
The hotel must select a pre-approved decorative tissue box cover with facial tissues from Hilton Supply Management OR source a custom designed product
• Constructed of resin, resin plastic, or stainless steel
• (1) - Tissue box cover with facial tissues
309.09 TOILET PAPER

(2) - Rolls of Toilet Tissues (in single roll holder with additional roll placed in a bathroom vanity)
309.10 WASTEBASKET
The hotel must select a wastebasket from the Hilton Hotels & Resorts Guest Room Accessory Program/HSM OR source a custom designed product
• Decorative vinyl exterior, resin, or stainless steel
• Non-logoed
• 9 or 13.5 quart
• (1) - Wastebasket placed in each bathroom

• Decorative vinyl exterior or resin. Stainless steel is prohibited.
• Non-logoed
• 9 or 13.5 quart
• (1) - Wastebasket in each bathroom
309.11 SHOWER CURTAIN
(1) - DECORATIVE SHOWER CURTAIN if glass panels are not provided (must fit curved shower rod, with a nylon or polyester liner; vinyl is not permitted).
310.00 BATH AMENITIES

The hotel must utilize the Brand’s bath amenity line, Verbena & Lavender by Crabtree & Evelyn. The following items must be provided:
310.01 SHAMPOO
SHAMPOO (0.8 oz. / 24ml)
310.02 CONDITIONER
CONDITIONER (0.8oz / 24ml)
310.03 BODY LOTION
BODY LOTION (0.8 oz. / 24ml)
310.04 FACIAL SOAP
FACIAL SOAP BAR (1.0 oz. / 25g)
310.05 BATH SOAP
Americas:
Bath Soap Bar (1.25 oz. / 35g)
NOTE: Not required if using Shower Gel in the brand approved bath product dispenser
310.06 SHOWER GEL
SHOWER GEL (24ml)
310.07 SHOWER CAP
311.00 EXECUTIVE GUEST ROOM AND SUITE BATH AMENITIES

The hotel must utilize the Brand’s bath amenity line, Verbena & Lavender by Crabtree & Evelyn.
The following items must be provided in all suites and executive level rooms:
311.01 SHAMPOO
Americas | Europe:
SHAMPOO (0.8 oz. / 24ml)
Asia Pacific | Middle East and Africa | Turkey: SHAMPOO (45ml)
311.02 CONDITIONER
Americas | Europe:
CONDITIONER (0.8 oz. / 24ml)
Asia Pacific | Middle East and Africa | Turkey:
CONDITIONER (45ml)
311.03 BODY LOTION
Americas | Europe:
BODY LOTION (0.8 oz. / 24ml)
BODY LOTION (45ml)
311.04 FACIAL SOAP
FACIAL SOAP BAR (1.0 oz. / 25g)
311.06 SHOWER GEL
Americas | Europe:
SHOWER GEL (0.8 oz. / 24ml)
SHOWER GEL (45ml)
311.07 SHOWER CAP
312.00 FULL SIZE AMENITIES

Americas: FULL SIZE AMENITIES
312.01 DISPENSERS
Americas:
If the hotel chooses to provide full size bath product dispensers, the hotel must provide the 12.1 fl. oz. SOLera bath product dispensers with the Brand’s bath
amenity line, Verbena & Lavender by Crabtree & Evelyn.
SOLera bath product dispensers must be installed on bath/shower walls for the following brand approved amenities:
312.02 SHAMPOO
Americas: 12.1 fl. oz. in SOLera bath product dispenser
312.03 CONDITIONER
Americas: 12.1 fl. oz. in SOLera bath product dispenser
312.04 SHOWER GEL
Americas:
12.1 fl. oz. in SOLera bath product dispenser
NOTE: A bath soap bar is not required if using 12.1 fl. oz. Shower Gel in SOLera bath product.
313.00 AMENITIES AVAILABLE UPON REQUEST

The hotel must have the following Fulfilling Unanticipated Needs items available upon guest request and on a complimentary basis. Order form for Brand
preferred products is available on the Lobby.
313.01 TOOTHPASTE
313.02 TOOTHBRUSH
313.03 DISPOSABLE RAZORS
313.04 SHAVING CREAM
313.05 SEWING KIT
313.11 ELECTRICAL ADAPTERS / CHARGERS
A variety of electrical adapters, computer plugs and cables must be available upon request on a complimentary basis. The hotel may charge a deposit, which
must be taken off the guest’s folio. If the item is not returned, the deposit may be added to the final charges. Items may be managed or stored by any
designated hotel department, but must be available 24 hours a day.

313.17 SHOE MITT
• Cotton shoe mitt
314.00 BATH TERRY

Asia Pacific | Caribbean | Central America | Europe | Middle East and Africa | South America: The hotel must provide terry in compliance with the
minimum specifications listed below. All terry products must be white in color.
North America: The hotel must provide terry procured through the Brand-approved program. All terry products must be white in color.
314.02 BATH TOWEL
Americas:
The hotel must utilize Elevations or Revolution bath towels in all guest bathrooms. Please refer to the Hilton Guest Room Order Guide for ordering
information.
MINIMUM QUANTITY REQUIRED (by room type)
• (3) - Full/Queen, suites and executive guest rooms
• (2) - King/Single
NOTE: Quantities must be adjusted to accommodate room occupancy.
Asia Pacific:
MINIMUM SPECIFICATIONS (post-wash)
• Basketweave border or equivalent
• 100cm x 150cm
• 500gsm (punchout) / 543gsm (piece)
• 100% cotton OR 91% cotton/9% polyester
• Color: White
• 100cm x 150cm

• Color: White
• (2) - All Room Types
314.03 HAND TOWEL
Americas:
The hotel must utilize Elevations or Revolution hand towels in all guest bathrooms. Please refer to the Hilton Brand Guest Room Order Guide for ordering
information
Asia Pacific:
• 50cm x 100cm
• 500gsm (punchout) / 550 gsm (piece)
• Color: White
• 50cm x 100cm
• Color: White
314.04 WASH CLOTH / FACE CLOTH

Americas:
The hotel must utilize Elevations or Revolution wash cloths in all guest bathrooms. Please refer to the Hilton Brand Guest Rom Order Guide for ordering
information.
Asia Pacific:
• 30cm x 30cm
• 500gsm
• Color: White
• 30cm x 30cm
• 500gsm
• Color: White
314.05 BATH MAT
Asia Pacific | Caribbean | Central America | Europe | Middle East and Africa | South America:
• Frame border or equivalent
• 50cm x 85cm
• 775gsm
• Color: White
North America:
The hotel must utilize Elevations or Revolution bath mat in all guest bathrooms. Please refer to the Hilton Brand Guest Room Order Guide for ordering
information.
315.00 KITCHEN
The following standards apply to Hilton and DoubleTree residences only. Items listed in the following sections must be provided in each residence.
315.01 DINNERWARE
315.01.A DINNER PLATES

DINNERWARE STD1BR2BR3BR
DINNER PLATES 2 4 6 6
315.01.B SALAD PLATES
DINNERWARE STD 1BR 2BR 3BR
SALAD PLATES 2 4 6 6
315.01.C CEREAL BOWL
DINNERWARE STD 1BR 2BR 3BR
CEREAL / SOUP BOWL 2 4 6 6
315.02 FLATWARE
315.02.A DINNER FORKS
FLATWARE STD1BR2BR3BR
DINNER FORKS 2 4 6 6
315.02.B SALAD FORKS
FLATWARE STD 1BR 2BR 3BR
SALAD FORK 2 4 6 6
315.02.C TEASPOONS
TEASPOONS 2 4 6 6
315.02.D TABLESPOONS
TABLESPOONS 2 4 6 6
315.02.E TABLE KNIVES
TABLE KNIVES 2 4 6 6
315.02.F STEAK KNIVES
Steak knives must be available upon request and provided on a complimentary basis.
315.03 DRINKWARE
315.03.A SMALL GLASS
DRINKWARE STD1BR2BR3BR
SMALL DRINKING GLASS 2 4 6 6
315.03.B LARGE GLASS
DRINKWARE STD 1BR 2BR 3BR
LARGE DRINKING GLASS 2 4 6 6
315.03.C MUGS
COFFEE MUGS 2 2 2 2
NOTE: It is recommended that the hotel provide a larger presentation based on the number of occupants in the room (e.g., 8 Cup Brewer, etc.).
315.03.D WINE GLASS
315.03.D.1 RED WINE GLASS

RED WINE GLASS CRYSTAL (27.9 oz) 2 4 6 8
315.04 SMALL APPLIANCES

315.04.B COFFEE BREWER
Coffee and Tea Presentation (refer to Section 303.00)
SMALL APPLIANCES STD 1BR 2BR 3BR
COFFEE AND TEA PRESENTATION 1 1 1 1
NOTE: It is recommended that the hotel provide a larger presentation based on the number of occupants in the room (e.g., 8 Cup Brewer, etc.)
315.04.C COFFEE
*NOTE: It is recommended that the hotel provide a larger presentation based on the number of occupants in the room (e.g., 8 Cup Brewer, etc.)
315.04.D TEA
*NOTE: It is recommended that the hotel provide a larger presentation based on the number of occupants in the room (e.g., 8 Cup Brewer, etc.)
315.04.F TOASTER
SMALL APPLIANCES STD 1BR 2BR 3BR
TOASTER OPTIONAL 1 1 1
315.04.G RICE COOKER
Rice Cooker (available upon request and to include cooker, cup and paddle)
315.05 COOKWARE AND BAKEWARE

315.05.B FRYING PAN
COOKWARE & BAKEWARE STD 1BR 2BR 3BR
FRYING PAN Optional 1 1 1
315.05.D BAKING DISH
OVEN BROILER PAN, ROASTING PAN, OR BAKING DISH OPTIONAL 1 1 1
315.05.E CASSEROLE DISH
OBLONG PAN / CASSEROLE DISH Optional 1 1 1
315.05.F COOKIE SHEET
COOKWARE AND BAKEWARE STD 1BR 2BR 3BR
BAKING / COOKIE SHEET Optional 1 1 1
315.05.G SAUCE PAN
COOKWARE AND BAKEWARE STD 1BR2BR3BR
SAUCE PAN WITH LID Optional 1 1 1
315.05.H STOCK POT

COOKWARE AND BAKEWARE STD 1BR 2BR 3BR
STOCK POT WITH LID Optional 1 1 1
315.06 ACCESSORIES
315.06.A CUTTING BOARD
ACCESSORIES STD 1BR 2BR 3BR

CUTTING BOARD OPTIONAL 1 1 1
315.06.B COLANDER
COLANDER OPTIONAL 1 1 1
315.06.C FLATWARE HOLDER
FLATWARE TRAY, DRAWER DIVIDER, OR COUNTER UTILITY HOLDER 1 1 1 1
315.06.E MIXING BOWL SET
ACCESSORIES STD 1BR2BR3BR
MIXING BOWL SET OPTIONAL 1 1 1
315.07 BARWARE
315.07.A BOTTLE OPENER
A bottle opener must be provided if not included as part of the corkscrew.
315.07.C CORKSCREW
BARWARE STD1BR2BR3BR
CORKSCREW 1 1 1 1
315.07.D ICE BUCKET AND TONGS
Refer to Standard 304.07 and 304.09 for ice bucket and tray requirements.
315.07.E PITCHER
BARWARE STD 1BR2BR3BR
WATER / JUICE PITCHER OPTIONAL 1 1 1
315.08 KITCHEN TOOLS

315.08.A COOKING SPOON
KITCHEN TOOLS STD 1BR 2BR 3BR
COOKING SPOON OPTIONAL 1 1 1
315.08.B SLOTTED SPOON
SLOTTED / STRAINING SPOON OPTIONAL 1 1 1
315.08.C SPATULA
SPATULA / TURNER OPTIONAL 1 1 1
315.08.D LADLE
LADLE OPTIONAL 1 1 1
315.08.F CAN OPENER
CAN OPENER OPTIONAL 1 1 1
315.08.I KNIFE SET
KITCHEN TOOLS STD 1BR2BR3BR
PARING KNIFE OPTIONAL 1 1 1
CHEF KNIFE OPTIONAL 1 1 1
BREAD KNIFE OPTIONAL 1 1 1
315.08.J SCISSORS
SCISSORS OPTIONAL 1 1 1
315.08.K MEASURING CUPS
Measuring Cup Set (measurement includes: 1 Cup, ¾ Cup, ½ Cup, ⅓ Cup, ¼ Cup)
MEASURING CUPS OPTIONAL 1 1 1

315.08.N TONGS
TONGS OPTIONAL 1 1 1
315.08.O VEGETABLE PEELER
VEGETABLE PEELER OPTIONAL 1 1 1
315.08.P SALT AND PEPPER
SALT AND PEPPER OPTIONAL 1 1 1
315.09 KITCHEN LINENS

315.09.A KITCHEN TOWEL
Item must be refreshed during housekeeping service.
KITCHEN LINENS STD 1BR 2BR 3BR
DISH TOWEL 1 1 2 2
315.09.C POT HOLDER / TRIVET
LINENS STD 1BR 2BR 3BR
POT HOLDERS / OVEN MITTS OPTIONAL 2 2 2
315.10 KITCHEN CLEANING AND UTILITY PRODUCTS

315.10.A DISHWASHER DETERGENT
CLEANING / UTILITY PRODUCTS STD 1BR 2BR 3BR
DISHWASHER PACKET (Only required in guest rooms with Dishwashers) 1 1 1 1
315.10.B DISHWASHING LIQUID SOAP
DISHWASHING LIQUID SOAP PACKET 1 1 1 1
315.10.C SPONGE
Item must be refreshed during housekeeping service.
DISH CLOTH / SPONGE 1 1 2 2

315.10.D WASTEBASKET
FIRE-RETARDANT WASTE RECEPTACLE (concealed in kitchen cabinetry) 1 1 1 1
KITCHEN TRASH BAG 1 1 1 1
315.10.E LAUNDRY DETERGENT
LAUNDRY DETERGENT PACK (if laundry facilities are provided) 1 1 1 1

318.00 FITNESS GUEST ROOMS
Americas | Europe | Middle East and Africa: FITNESS GUEST ROOMS
318.01 APPROVED SOLUTION
Asia Pacific: Moving forward, compliance with the Five Feet to Fitness program is not required and will be an opt-in program for hotels wanting to offer more
wellness options at their property.
Canada | Caribbean | Central America | Europe | Middle East and Africa | South America:
The hotel must implement a minimum of 3 Five Feet to Fitness rooms. Prior to implementation, the hotel must obtain an approved layout for Five Feet to
Fitness from the Hilton Fitness team. Please refer to www.fitness.hilton.com for required buildout, equipment, and FF&E. Five Feet to Fitness is the only
approved in-room fitness solution.
Compliance with the Five Feet to Fitness program is required for all existing hotels, new construction, PIPs by December 31, 2023.
The hotel must implement a minimum of 3 Five Feet to Fitness rooms. Prior to implementation, the hotel must obtain an approved layout for Five Feet to
Fitness from the Hilton Fitness team. Please refer to www.fitness.hilton.com for required buildout, equipment, and FF&E. Five Feet to Fitness is the only
approved in-room fitness solution.
Compliance with the Five Feet to Fitness program is required for all existing hotels, new construction, PIPs by December 31, 2022.
318.01.A APPROVED LAYOUT
Americas | Europe | Middle East and Africa: Final documentation from Hilton Fitness will include a formal approval email with a floor plan that
displays the guest room configuration and exact placement of associated components. Alterations to this layout are strictly prohibited without prior
approval from Hilton Fitness.
318.01.B FIVE FEET TO FITNESS CONFIGURATION
The fitness guest room concept by Hilton requires that each participating hotel implements the suspension bay option with straight pull up bar in all
rooms selected for the program. The streamline bay (no suspension feature) must be approved by Hilton Fitness if the ceiling height is under 95 inches
(241.3 centimeters).
NOTE: Five Feet to Fitness configurations must be consistent across all fitness guest rooms.
318.01.C FLOORING
Americas | Europe | Middle East and Africa: Sports performance (Terrain RX) is required in the designated fitness zone and will be outlined in the
approved layout. Installation of sports performance flooring must use heat welding for all seams. No alternate flooring material is permitted.
318.02 FITNESS EQUIPMENT

Americas | Europe | Middle East and Africa: Five Feet to Fitness guest rooms must contain the following equipment:
318.02.A FIVE FEET TO FITNESS SUSPENSION BAY
Five Feet to Fitness Suspension Bay (built-in unit)
318.02.B UNIGUEST DIGITAL FITNESS KIOSK
Americas | Europe | Middle East and Africa: Uniguest Digital Fitness Kiosk
NOTE: Fitness kiosks require a dedicated electrical outlet and CAT 5 or 6 data cable directly behind the rig for cord management. Extension cords to
other outlets are not permitted.
318.02.C TRX SUSPENSION TRAINING KIT
Americas | Europe | Middle East and Africa: TRX Suspension Training Kit
318.02.D INDOOR CYCLE
Americas | Europe | Middle East and Africa: Brand approved Indoor Cycle
318.03 FITNESS ACCESSORIES

Americas | Europe | Middle East and Africa: Five Feet to Fitness guest rooms must contain the following accessories which must be refreshed every two
years:
318.03.A BALANCE BALL
Americas | Europe | Middle East and Africa: (1) - 65" balance ball with cradle
318.03.B SOFT MEDICINE BALL
(3) - Soft Medicine Balls to include:
• 6 pound
• 8 pound
• 10 pound
318.03.C EXERCISE MAT
Americas | Europe | Middle East and Africa: (1) - Exercise mat (6' x 2')
318.03.D SANDBELLS
(5) - SandBells to include:
• 8 pound
• 10 pound
• 15 pound
• 20 pound
• 25 pound
318.03.E POWER BANDS
(3) - Power Bands to include:
• Light
• Extra-light
• Extra-extra light
318.03.F BOSU BALANCE TRAINER
Americas | Europe | Middle East and Africa: (1) - Bosu Balance Trainer Pro
318.03.G FOAM ROLLER
Americas | Europe | Middle East and Africa: (1) - High Density Foam Roller
318.03.H MEDITATION CHAIR
Americas | Europe | Middle East and Africa: (1) - Meditation Chair
318.03.I YOGA BLOCK
Americas | Europe | Middle East and Africa: (1) - Cork yoga block (4")
318.03.J HAND WEIGHTS
• (1) - Pair of Jelly Bell 5 pound hand weights
• (1) - Pair of Jelly Bell 7.5 pound hand weights
318.03.K MASSAGE BALL
Americas | Europe | Middle East and Africa: (1) - Massage Ball (5" diameter)
318.03.L FOOT ROLLER
Americas | Europe | Middle East and Africa: (1) - Foot Roller
318.03.M ROLLER
Americas | Europe | Middle East and Africa: (1) - Muscle Roller
318.04 FITNESS AMENITIES

Americas | Europe | Middle East and Africa: Five Feet to Fitness guest rooms must contain the following amenities and refreshed daily when consumed:
318.04.A MUSCLE RUB
Americas: (3) - Packets of muscle rub - presented next to the guest bathroom amenities.
318.04.B HYDRATION STATION
Americas:
Each Five Feet to Fitness room must provide a five beverage hydration station featuring the following products. Beverages must be replenished once,
daily, if consumed. Please refer to www.fivefeettofitness.hilton.com for information on the beverage program.
• Dasani Water
• Vitamin Water Zero
• Powerade Zero
• Zico Coconut Water
• Core Power Protein Shake
• Beverage Display Stand
Europe | Middle East and Africa: (2) bottles of water must be provided
400 - FOOD AND BEVERAGE
FOOD AND BEVERAGE

400-
401.00 SERVICE OFFERINGS.................................................................................................................................................... 400-2

402.00 SAFETY AND SANITATION ............................................................................................................................................. 400-6
403.00 IN-ROOM DINING ............................................................................................................................................................ 400-8
405.00 BAR / LOUNGE .............................................................................................................................................................. 400-13
408.00 FOOD AND BEVERAGE MARKET................................................................................................................................ 400-22
410.00 RECREATION FOOD AND BEVERAGE ....................................................................................................................... 400-33
411.00 GUEST ROOM REFRESHMENT CENTER ................................................................................................................... 400-34
413.00 EXECUTIVE LOUNGE ................................................................................................................................................... 400-34
420.00 HILTON BREAKFAST .................................................................................................................................................... 400-40
401.00 SERVICE OFFERINGS

401.01 CONTINUOUS FOOD AND BEVERAGE SERVICE
The hotel must have at least one food and beverage outlet open during the meal periods listed below.
NOTE: A brand approved Herb N’ Kitchen Market is considered an outlet only if it operates in full compliance with standard 408.00. This concept may be
utilized for compliance with continuous service when other outlets designated to servicing the minimum hours of operation are closed.
The restaurant and/or bar/lounge must provide table service and have hot items available during the meal periods that have designated minimum hours of
operation.
NOTE: In-Room Dining does not fulfill the minimum outlet requirement stated above.
401.01.A BREAKFAST
Hotels are to start breakfast service early enough to meet guest demands and departure patterns.
The breakfast buffet must be available:
• Minimum of three hours between the hours of 6:30 a.m. and 11:00 a.m., daily.
NOTE: When covers are forecasted at 50 or below, the hotel may choose to offer the Brand’s standard à la carte menu in lieu of the Breakfast at Hilton
buffet service.
401.01.B LUNCH
Must be available for a minimum of two hours between the hours of 11:30 a.m. until 3:00 p.m., daily.
401.01.C DINNER
Must be available for a minimum of four hours between the hours of 6:00 p.m. and 11:00 p.m., daily.
401.01.D IN-ROOM DINING SERVICE
In-Room Dining must be available during posted and advertised hours and at a minimum from 6:00 a.m. until 11:00 p.m., daily.
24-Hour In-Room Dining is optional based on Market Conditions or ability to achieve accreditation on requirements (e.g., Mobile Travel Guide or AAA
Rating etc.).
If the hotel offers the Brand-approved gourmet market solution, Herb N’ Kitchen OR Fresh Connection, the following hours of operation for delivery
apply:
• BREAKFAST SERVICE
A minimum of four hours between the hours of 6:00 a.m. and 11:00 a.m., daily
• LUNCH SERVICE
Optional with gourmet market serving as alternate option for guest pick-up
• DINNER SERVICE
5:00 p.m. to 11:00 pm., daily
If the resort is designated as All Inclusive, In-Room Dining must be available to all resort guests and may be charged. Hours of operation may be based
on market demand.
Asia Pacific:
In-Room Dining must be available during posted and advertised hours and at a minimum from 6:00 a.m. until 10:00 p.m., daily.
Rating etc.).
If the hotel offers the Brand-approved gourmet market solution, Herb N’ Kitchen OR Fresh Connection, the following hours of operation for delivery
apply:
• LUNCH SERVICE
• DINNER SERVICE
5:00 p.m. to 10:00 pm., daily
on market demand.
401.01.E BAR / LOUNGE SERVICE
Alcoholic beverage service must be available from a minimum of 11:00 a.m.-11:00 p.m. (unless prohibited by local law), daily.
401.02 MENU PLANNING

• Truth in menu will be exercised at all times.
• The design of menus and other printed material is to be in keeping with the interior design and concept of the restaurant and meeting of Brand Identity
Guidelines.
• All graphic menu designs or deviations from original identity are to be approved by the Brand.
• Menus are to be marked per local regulatory guidelines (i.e., undercooked meats, ingredients, nutritional information, etc.).
• Children's menu items and pricing must be offered that suit market and regional eating habits.
• Menu development and creation to take into account all aspects of the concept, location, seasonality of produce, food cost and current trends in the
industry.
• Local and Seasonal products are to be included into all food menus.
• Fresh frozen seafood is acceptable only when fresh is unavailable. Must follow any established Hilton sustainability practices.
• All menus are to feature a creative selection of healthy, gluten-free and vegetarian dishes. At a minimum, 25 percent of menu can be modified, adjusted or
served to accommodate dietary, allergen or religious requests.
• No MSG or its derivative E206 are allowed in any food items
• A menu selection of alcoholic beverages featuring cocktails, beer and wine by the glass and bottle (in accordance with local law) must be provided
• Kitchen will accommodate reasonable special requests and dietary needs.
• A menu selection of non-alcoholic beverages to include coffee(s), tea(s), soda(s), milk and other regionally applicable beverages e.g. specialty beverages.
401.02.D REFRESH CYCLE

Menus to be changed seasonally in line with local norms and coded by a visual element.
Minimum menu changes:
401.02.D.1 ALL DAY DINING
Two times a year
401.02.D.2 SPECIALTY RESTAURANT
Two times a year
401.02.D.3 Not Applicable to this Brand
401.02.D.4 RECREATION AREA
Laminated menus for Recreation Food & Beverage areas are to be produced using a professional service.
401.02.E LANGUAGE
Menus must be provided in the language of the country and English translation. Other translations can be provided as applicable to location and needs.

401.04 SERVICE AMENITIES
The following must be readily available in all dining areas:
401.04.A BOOSTER SEATS AND HIGH CHAIRS
Sanitized high chairs and booster seats must be available upon request.

401.06 ENTERTAINMENT
If the resort is designated as All Inclusive, evening entertainment must be provided 365 days a year. If the resort has a theatre, a (live) entertainment show
must be offered a minimum of two times per week, with shows rotating at least twice a year.
401.08 REPORTING
North America:
It is recommended that all restaurant and lounge concepts provide the following to Smith Travel Research:
• Concept seat count
• Concept square footage
401.10 RESTAURANT CONCEPTS

The hotel's restaurant concepts must be approved by the Brand. The hotel may opt to utilize a Brand approved restaurant concept and must comply with all
requirements. Refer to www.hiltonfoodandbeverageportfolio.com for additional information.
If the hotel elects to implement an alternative restaurant concept, briefs and plans must be reviewed and approved by Global Brand Food and Beverage and
Regional Architecture Design and Construction prior to commencement of any work.
401.11 THIRD-PARTY OPERATORS
Third-party operators doing business within a hotel’s facilities being sold as a restaurant within the brand’s hotel website are subject to QA inspection.
Association and affiliation is established as 1. Featuring hotel’s branded programs and may easily be associated as part of the hotel’s Food and Beverage
operation by providing service for one or more meal periods and or 2. Providing charging privileges to the guest’s room folio as if the hotel is operating the
establishment.
The hotel is responsible for ensuring compliance with the standard specific to condition, physical cleanliness and service standards and related brand
programs. Non-compliance with Brand Standards by a third-party operator will be treated by the Brand as if the non-compliance were by the Owner. All new
contract leases that conform to above conditions must be approved by Hilton regional legal teams to ensure clause to lessee is included that requires the
aforementioned. All concepts must be approved by the brand.
401.12 EQUIPMENT AND DECOR

All operating equipment including linen, china and glassware must reflect the food and beverage concept that has been approved by the brand.
401.12.A SERVEWARE / DISHWARE
China must be used in all Food & Beverage outlets. Disposable serve ware/dishware is not allowed except for service in recreation areas and “food to-
go.” Disposables must be made of environmentally-preferable material (biodegradable, compostable, or recyclable).
401.12.B CONDIMENTS
The following must be provided:
401.12.B.1 PRESERVES AND MARMALADES
Preserves and marmalades must be served in single serve cups or jars. Small decorative non-plastic containers/ramekins may be used if applicable
law permits.
401.12.B.2 KETCHUP
Ketchup must be served in their original packaging or single serve jars (sachets not permitted). Small decorative non-plastic containers/ramekins
may be used if applicable law permits.
401.12.B.3 MUSTARD
Mustard must be served in their original packaging or single serve jars (sachets not permitted). Small decorative non-plastic containers/ramekins
401.12.B.4 MAYONNAISE
Mayonnaise must be served in their original packaging or single serve jars (sachets not permitted). Small decorative non-plastic containers/ramekins
401.12.B.5 STEAK SAUCE
Steak Sauce must be served in their original packaging or single serve jars (sachets not permitted). Small decorative non-plastic containers/ramekins
401.12.C CUTLERY / FLATWARE
Stainless steel (or better) flatware must be used. Disposable flatware is not permitted except for service in recreation areas and “food to-go.”
Disposables must be made of environmentally-preferable material (biodegradable, compostable, or recyclable).
401.12.D DRINKWARE
Glassware must be used in all Food & Beverage outlets. Disposable glassware is not permitted except for service in recreation areas and “food to-go.”
Disposables must be made of environmentally-preferable material (biodegradable, compostable, or recyclable).
401.12.E BUFFET AND DISPLAYWARE
Refer to Standard 420.05 for Breakfast Buffet requirements.
401.12.G PLASTIC STRAWS
American Samoa | Puerto Rico | United States | Virgin Islands, U.S.:
All plastic straws, stir sticks and cocktail picks must be removed from regular hotel operations by June 30, 2019.
Plastic straws, stir sticks, and cocktail picks must be replaced with environmentally-friendly materials (e.g., biodegradable paper straws provided upon
request, wooden stir sticks, wooden cocktail picks, or other natural and biodegradable materials).
Hotels must retain a small supply of plastic straws for guests with special requests.
NOTE: Compostable plastic such as Polylactic acid (PLA) straws, sticks, and picks are not permitted. If hotels have an existing supply of these straws,
then the stock must be depleted by September 30, 2019.
All plastic straws, stir sticks and cocktail picks must be removed from regular hotel operations by June 30, 2019.
Plastic straws, stir sticks, and cocktail picks must be replaced with environmentally-friendly materials (e.g., biodegradable paper straws provided upon
request, wooden stir sticks, wooden cocktail picks, or other natural and biodegradable materials).
NOTE: Compostable plastic such as Polylactic acid (PLA) straws, sticks, and picks are not permitted. If hotels have an existing supply of these straws,
then the stock must be depleted by September 30, 2019.
402.00 SAFETY AND SANITATION

402.01 FOOD HANDLING AND SANITATION REQUIREMENTS
Americas: The hotel must enroll in the ECOSURE audit systems program. In countries where the ECOSURE program is not supported, hotels must submit
an alternate food safety audit through companies such as Sterotech, Sealed Air Diversy Food Saftet for Brand review through the waiver process.
Asia Pacific | Europe | Middle East and Africa: All food and beverage outlets must comply with all principles of the Hilton HACCP Food Safety Procedures
Manual. If applicable law imposes stricter requirements, the hotel must comply with those requirements.
402.02 HYGIENE
Americas | Asia Pacific:
The following steps must be taken to ensure food safety:
• Each hand sink must have liquid antibacterial soap, paper hand towels and a trash receptacle.
• Hand sanitizer must be made available for staff and may be used as well; however, hand sanitizer is never a substitute for proper hand washing.
The following steps must be taken to ensure food safety:
• Each hand sink must have liquid antibacterial soap, paper hand towels and a trash receptacle
• Alcohol based hand sanitizer must be made available for staff and may be used as well; however, hand sanitizer is never a substitute for proper hand
washing.
402.03 TIME AND TEMPERATURE
Americas | Asia Pacific | Middle East and Africa | Turkey:
• Hot food display units must maintain food above 135º F/57.2º C.
• Refrigerated display units must maintain foods below 41º F/5º C (if applicable law imposes stricter requirements, the hotel must comply with those
requirements).
• Regular temperature checks must occur and must be registered in a temperature twice a day, at minimum, on all refrigeration/freezer units.
• Foods should not be displayed for more than two hours at ambient temperatures in moderate climate.
• Foods should not be displayed for more than one hour at ambient temperatures in warm climates.
• If food is used for display, food should be discarded after.
Europe:
• Hot food display units must maintain food above 145º F/63º C.
• Refrigerated display units must maintain foods below 41º F/5º C (if applicable law imposes stricter requirements, the hotel must comply with those
requirements).
• Regular temperature checks must occur and must be registered in a temperature twice a day, at minimum, on all refrigeration/freezer units.
• Foods should not be displayed for more than two hours at ambient temperatures in moderate climate.
• Foods should not be displayed for more than one hour at ambient temperatures in warm climates.\
• If food is used for display, food should be discarded after.
402.04 SANITATION
Americas | Asia Pacific | Middle East and Africa | Turkey:
• Hotels are to adhere to the current Hilton sanitation guidelines and local laws.
• Each food prep/cutting board area must have a surface sanitation bucket/station within six feet of the preparation area.
• Dishwashers must have an operable thermometer, and temperatures must be a minimum of 140 °F (60.0 °C) for the wash cycle and 180 °F (82.2 °C) for
the final rinse cycle.
• Sanitized high chairs and booster seats must be readily available to families upon request
Europe:
• Hotels are to adhere to the current industry standard sanitation guidelines and local laws.
• Each food prep/cutting board area must have a food grade sanitizer within six feet of the preparation area.
• Dishwashers must have an operable thermometer, and temperatures must be a minimum of 143 °F (62.0 °C) for the wash cycle and 180 °F (82 °C) for the
final rinse cycle.
• Sanitized high chairs and booster seats must be readily available to families upon request.
402.05 STORAGE
• All food products must be dated, labeled and rotated.
• A system of “First In, First Out” must be applied to all food products.
• All refrigerators and freezers must have a working thermometer on the inside and the outside of the unit.
• All food products must be stored on shelves at least six inches off the floor.
• Raw food products are to be stored below any and all cooked food products.
• All chemicals and cleaning agents must be stored away from food-related products.
402.06 PERIODIC MAINTENANCE
The following periodic maintenance must be performed and documentation maintained for 18 months. If applicable law imposes stricter requirements, the
hotel must comply with those requirements.
• Bi-annual hood cleaning
• Pest control treatment to include precautionary visits and control treatment for both insects and rodents a minimum of seven times per year (or more if
required by applicable law).
• If the hotel has pest issues that have the potential to affect food safety, it must have 12 or more visits per year.
• Bi-annual Ansul system testing
• The level of cleanliness in the kitchen area will be evaluated during the Quality Assurance inspection to ensure compliance with Brand Standards.
403.00 IN-ROOM DINING

403.01 REQUIREMENTS
Service must be offered at minimum from 6:00 a.m. until 10:00 a.m. and from 3:00 p.m. until 9:00 p.m. daily.
Americas | China | Europe | India | Middle East and Africa:
HOTEL AND RESORT DESIGNATION ONLY:
In-Room Dining must be available during posted and advertised hours and at a minimum from 6:00 a.m. until 11:00 p.m. daily.
Rating etc.).
If the hotel offers the Brand approved gourmet market solution, Herb N’ Kitchen OR Fresh Connection, the following hours of operation for delivery
apply:
• LUNCH SERVICE
• DINNER SERVICE
5:00 p.m. to 11:00 pm., daily
on market demand.
Asia Pacific:
HOTEL AND RESORT DESIGNATION ONLY:
In-Room Dining must be available during posted and advertised hours and at a minimum from 6:00 a.m. until 11:00 p.m. daily.
Rating etc.).
If the hotel offers the Brand approved gourmet market solution, Herb N’ Kitchen OR Fresh Connection, the following hours of operation for delivery
apply:
• LUNCH SERVICE
• DINNER SERVICE
5:00 p.m. to 10:00 pm., daily
on market demand.
403.01.B THIRD PARTY OPERATORS
If In-Room Dining is outsourced to a third-party operator, the In-Room Dining operator must comply with all physical, cleanliness and service standards
and is subject to periodic QA inspection.
The hotel is responsible for ensuring compliance. Non-compliance with Brand Standards by a third-party operator will be treated by the Brand as if the
non-compliance were by the hotel.
403.01.C PRICING
The hotel’s In-Room Dining fee must be clearly disclosed on the guest check and the In-Room Dining menu. This fee must include all fees and charges
retained by the hotel, including tray charge, delivery charge, service charge, pickup fee, etc. No additional fees may be added (other than applicable
taxes). Gratuity paid to the server must be listed separately.
403.02 EQUIPMENT
403.02.A DELIVERY
For delivery service standards of IRD and Brand approved gourmet market (Herb N’ Kitchen or Fresh Connection) please reference below
requirements:
403.02.A.1 INSULATED TRANSPORT BAG
Pizza and flatbreads are to be brought to room in approved boxes using an insulated transport bag.
403.02.A.1.a NAPKINS
Standard paper napkin provided at a rate of two napkins per cover with additional settings provided upon request.
403.02.A.1.b FLATWARE
Disposable flatware is to be provided at a rate of one set per cover (knife, fork, and spoon). Soup/cereal spoon to be provided to supplement the
needs of guests ordering soup or cereal. Disposables must be made of environmentally-preferable material (biodegradable, compostable, or
recyclable).
403.02.A.1.c WOODEN STIR STICKS
Wooden stir sticks are to be provided with coffee/tea service. Plastic stir sticks are not allowed.
403.02.A.1.d CORKSCREW
When bottled wine without Stelvin closure (screw cap) is ordered, a corkscrew must be provided.
403.02.A.1.e GLASSWARE
If hotel does not supply glassware within room, suitable glassware must be provided upon request.
403.02.A.1.f BEVERAGE CONDIMENTS
Beverage condiments such as sliced lemon and lime are to be served in an appropriate dish with lid.
403.02.A.2 BEVERAGE DELIVERY
All cold and hot beverage cups are to be closed containers or delivered to the guest using the standard drink caddy to avoid spillage.
All cups must be accompanied by an approved lid. Soft drinks and Beer* are to be served in bottles or cans with appropriate glassware and ice.
For speed of service and improved product quality, fountain beverages are not permitted.
*NOTE: Some bottled beer must be accompanied with a bottle opener if not provided within room.
403.02.A.3 CONDIMENTS
Condiments must be provided within the order and placed collectively in a small brown bag and include where appropriate:
403.02.A.3.a BUTTER
Butter (PC foil wrapped Salted Butter)
403.02.A.3.b SALT AND PEPPER
Salt and pepper (PC paper encased tubes)
403.02.A.3.c JELLY / JAM
Jelly/jam (PC minimum 2 flavors)
403.02.A.3.d HONEY
Honey (PC foil wrapped)
403.02.A.3.e KETCHUP
Ketchup (PC from bulk plastic Ramekin or PC foil wrapped branded package)
403.02.A.3.f MUSTARD
Mustard (PC from bulk plastic Ramekin w/lid or PC foil wrapped branded package)
403.02.A.3.g MAYONNAISE
Mayonnaise (PC from bulk plastic Ramekin w/lid or PC foil wrapped branded package)
403.02.A.3.h SALAD DRESSING
Salad dressing (PC from bulk plastic Ramekin w/lid or PC wrapped branded package)
403.02.A.3.i HOT SAUCE
Hot sauce (Tabasco in mini glass or foil wrapped PC or regional equivalent)
403.02.A.3.j SUGAR
Sugar (tubes or individually wrapped)
403.02.A.3.k ALTERNATIVE SWEETENER
Artificial sweetener (Splenda)
403.02.A.3.l CREAM
Cream (individual PC Moo Milk or shelf stable Half and Half/Creamer)
403.02.B TABLE / TRAY SETTINGS
The hotel must comply with the following minimum table/tray setting requirements:
403.02.B.1 TRAYS
In-Room Dining Tray must be designed to meet the hotels design integration within the guest room. Cocktail trays, Cafeteria trays and dining room/
Banquet oval trays are not permitted.
403.02.B.2 LINEN / LINERS
Liners must be integrated as a matching compendium fitted to the tray size.

Cloth or high grade mill paper napkin (Airlaid paper napkin 40cm x 40cm, 8-fold, single ply napkin cloth, non-logoed) must be used with all orders.
403.02.B.3 CUTLERY / FLATWARE
Cutlery and flatware must be constructed of stainless steel or better.
403.02.B.4 DRINKWARE
• Appropriate drinkware must be used to serve water, beer, wine, soft drinks or mixed alcoholic beverages.
• Pool Service may include disposable glassware appropriate to drink served.
403.02.B.5 ICE BUCKETS
Ice buckets must be made of high-grade acrylic or stainless steel.
403.02.B.6 SERVEWARE / DISHWARE
China or glass service, slate or wood food platter presentations are acceptable. Pool service may include disposable or melamine service
appropriate to item served.
403.02.B.7 PLATE COVERS
Food grade approved plate covers must be used for hot and cold entrees.
403.02.B.8 BEVERAGE PRESENTATION
403.02.B.8.a COFFEE SERVICE
Coffee must be serviced in dedicated thermal containers with designations for Regular and Decaffeinated coffee.
403.02.B.8.b TEA SERVICE
Tea service must be presented in dedicated tea/hot water-only containers.
403.02.B.8.c Not Applicable to this Brand
403.02.B.8.d SOFT DRINK SERVICE
Soft drinks must be served in a bottle or can with the appropriate glassware and ice. For quality reasons, fountain beverages are prohibited.
403.02.B.8.e WINE AND BEER SERVICE
Beer must be served in a bottle or can with the appropriate glassware and ice.
403.02.B.9 CONDIMENT PRESENTATION
Condiments (e.g., ketchup, mustard, mayonnaise) must be individually portioned in glass or plastic wrap-covered china/glass ramekins. All
condiments must be served clean and full.
403.02.B.9.a JAM / JELLY / PRESERVES / MARMALADE
Jam/jelly must be individually portioned in glass or plastic wrap-covered china/glass ramekins. Foil wrapped packaging/PC are not acceptable.
403.02.B.9.b SALT AND PEPPER
Salt and pepper shakers must accompany all food orders.

403.02.B.9.c SUGAR
Sugar caddies must be provided with appropriate orders (e.g., coffee/tea service, hot and cold cereals).
403.02.B.10 TRAY REMOVAL
If guest calls down for a tray/delivery pick-up, the items must be collected within ten minutes.
Halls must be cleared using an established system that is coordinated with Housekeeping, ensuring no items are left in hallways beyond a two-hour
period.
Note all pick-ups on required order tracking system for Tray/Delivery Pick-Up/Collection.
403.03 MENU REQUIREMENTS

Menu must feature hot, cold and vegetarian options for all meal periods and it must take into consideration local as well as international tastes. In addition, a
selection of alcoholic (in accordance with local law) and non-alcoholic beverages as well as children’s selection/menu must be available.

405.00 BAR / LOUNGE
405.01 REQUIREMENTS
The hotel must operate a lobby bar/lounge that serves liquor, beer, wine and non-alcoholic beverages. The lounge/bar must be open to non-guests and
portray a unique local scene.
Alcoholic beverage service must be available from a minimum of 11:00 a.m.-11:00 p.m. (unless prohibited by local law).

405.05 MENU OFFERINGS
United States: The hotel must comply with all menu offering requirements by April 1, 2020.
405.05.C WINE
United States: All wines by the glass are to be presented, tasted and poured upon acceptance.
405.05.C.1 RED WINE
United States: RED WINE
405.05.C.1.a COLUMBIA CREST H3 CABERNET SAUVIGNON

United States: COLUMBIA CREST H3 CABERNET SAUVIGNON
405.05.C.1.b SEVEN FALLS CELLARS MERLOT
United States: SEVEN FALLS CELLARS MERLOT
405.05.C.1.c ACROBAT PINOT NOIR
United States: ACROBAT PINOT NOIR
405.05.C.1.d BODEGA NORTON BARREL SELECT MALBEC
United States: BODEGA NORTON BARREL SELECT MALBEC
405.05.C.1.e MURRIETTA’S WELL THE SPUR BLEND
United States: MURRIETTA’S WELL THE SPUR BLEND
405.05.C.2 WHITE WINE
United States: WHITE WINE
405.05.C.2.a DECOY CHARDONNAY
United States: DECOY CHARDONNAY
405.05.C.2.b STARMONT CHARDONNAY
United States: STARMONT CHARDONNAY
405.05.C.2.c MATANZAS CREEK SAUVIGNON BLANC
United States: MATANZAS CREEK SAUVIGNON BLANC
405.05.C.2.d CASTELLO BANFI SAN ANGELO PINOT GRIGIO
United States: CASTELLO BANFI SAN ANGELO PINOT GRIGIO
405.05.C.2.e CHATEAU STE. MICHELLE RIESLING
United States: CHATEAU STE. MICHELLE RIESLING
405.05.C.3 ROSE WINE
United States: ROSE WINE
405.05.C.3.a FLEUR DE MER ROSE
United States: FLEUR DE MER ROSE
405.05.C.4 SPARKLING WINE
United States: SPARKLING WINE
405.05.C.4.a RIONDO PROSECCO
United States: RIONDO PROSECCO
405.05.C.5 CHAMPAGNE
United States: CHAMPAGNE
405.05.C.5.a MOET & CHANDON IMPERIAL BRUT

United States: MOET & CHANDON IMPERIAL BRUT
405.05.D LIQUOR AND SPIRITS
United States: The brands listed by each category are required for the back bar. Bottles must be prominently displayed and free of dust with labels
facing forward. On high-volume brands, when required, use stainless pour spouts (not plastic) on each bottle, to be facing same direction.
405.05.D.1 GIN
United States: GIN
405.05.D.1.a BOODLES
United States: BOODLES
405.05.D.1.b TANQUERAY
United States: TANQUERAY
405.05.D.1.c THE BOTANIST
United States: THE BOTANIST
405.05.D.1.d HENDRICK’S
United States: HENDRICK’S
405.05.D.1.e BOMBAY SAPPHIRE
United States: BOMBAY SAPPHIRE
405.05.D.1.f AVIATION
United States: AVIATION
405.05.D.2 RUM
United States: RUM
405.05.D.2.a BACARDI SUPERIOR
United States: BACARDI SUPERIOR
405.05.D.2.b BACARDI LIMON
United States: BACARDI LIMON
405.05.D.2.c BACARDI ANEJO CUATRO
United States: BACARDI ANEJO CUATRO
405.05.D.2.d BACARDI GRAN RESERVA DIEZ
United States: BACARDI GRAN RESERVA DIEZ
405.05.D.2.e MALIBU COCONUT RUM
United States: MALIBU COCONUT RUM
405.05.D.2.f CAPTAIN MORGAN ORIGINAL SPICED
United States: CAPTAIN MORGAN ORIGINAL SPICED
405.05.D.2.g MOUNT GAY BLACK BARREL

United States: MOUNT GAY BLACK BARREL
405.05.D.2.h MYERS’S ORIGINAL DARK
United States: MYERS’S ORIGINAL DARK
405.05.D.3 SCOTCH
United States: SCOTCH
405.05.D.3.a DEWAR’S WHITE LABEL
United States: DEWAR’S WHITE LABEL
405.05.D.3.b CHIVAS REGAL 12 YR
United States: CHIVAS REGAL 12 YR
405.05.D.3.c JOHNNIE WALKER BLACK LABEL
United States: JOHNNIE WALKER BLACK LABEL
405.05.D.3.d JOHNNIE WALKER GOLD LABEL
United States: JOHNNIE WALKER GOLD LABEL
405.05.D.3.e GLENFIDDICH 12 YR
United States: GLENFIDDICH 12 YR
405.05.D.3.f GLENFIDDICH 15 YR
405.05.D.3.g GLENFIDDICH 18 YR
405.05.D.3.h GLENMORANGIE ORIGINAL 10 YR
United States: GLENMORANGIE ORIGINAL 10 YR
405.05.D.3.i THE MACALLAN 12 YR
United States: THE MACALLAN 12 YR
405.05.D.4 TEQUILA
United States: TEQUILA
405.05.D.4.a 1800 SILVER
United States: 1800 SILVER
405.05.D.4.b AVION SILVER
United States: AVION SILVER
405.05.D.4.c MAESTRO DOBEL DIAMANTE
United States: MAESTRO DOBEL DIAMANTE
405.05.D.4.d DON JULIO REPOSADO

United States: DON JULIO REPOSADO
405.05.D.4.e PATRON SILVER
United States: PATRON SILVER
405.05.D.4.f PATRON ANEJO
United States: PATRON ANEJO
405.05.D.4.g JOSE CUERVA RESERVA DE LA FAMILIA
United States: JOSE CUERVA RESERVA DE LA FAMILIA
405.05.D.4.h CASAMIGOS BLANCO
United States: CASAMIGOS BLANCO
405.05.D.5 VODKA
United States: VODKA
405.05.D.5.a ABSOLUT
United States: ABSOLUT
405.05.D.5.b ABSOLUT ELYX
United States: ABSOLUT ELYX
405.05.D.5.c KETEL ONE
United States: KETEL ONE
405.05.D.5.d CIROC
United States: CIROC
405.05.D.5.e BELVEDERE
United States: BELVEDERE
405.05.D.5.f GREY GOOSE
United States: GREY GOOSE
405.05.D.5.g TITO’S HANDMADE VODKA
United States: TITO’S HANDMADE VODKA
405.05.D.5.h WHEATLEY
United States: WHEATLEY
405.05.D.5.i ABSOLUT CITRON
United States: ABSOLUT CITRON
405.05.D.5.j ABSOLUT
United States: Additional flavors are optional.
405.05.D.6 WHISKEY / BOURBON

United States: WHISKEY / BOURBON
405.05.D.6.a CROWN ROYAL
United States: CROWN ROYAL
405.05.D.6.b JAMESON
United States: JAMESON
405.05.D.6.c JACK DANIEL’S
United States: JACK DANIEL’S
405.05.D.6.d JACK DANIEL’S RYE
United States: JACK DANIEL’S RYE
405.05.D.6.e BULLEIT RYE
United States: BULLEIT RYE
405.05.D.6.f WHISTLE PIG 10 YR
United States: WHISTLE PIG 10 YR
405.05.D.6.g SOUTHERN COMFORT BLACK LABEL
United States: SOUTHERN COMFORT BLACK LABEL
405.05.D.6.h WILD TURKEY 101
United States: WILD TURKEY 101
405.05.D.6.i WOODFORD RESERVE
United States: WOODFORD RESERVE
405.05.D.6.j MAKER’S MARK
United States: MAKER’S MARK
405.05.D.6.k KNOB CREEK
United States: KNOB CREEK
405.05.D.6.l BASIL HAYDEN’S
United States: BASIL HAYDEN’S
405.05.D.6.m BUFFALO TRACE
United States: BUFFALO TRACE
405.05.D.8 COGNAC AND BRANDY
United States: COGNAC AND BRANDY
405.05.D.8.a REMY MARTIN VSOP
United States: REMY MARTIN VSOP
405.05.D.8.b MARTELL CORDON BLEU

United States: MARTELL CORDON BLEU
405.05.D.8.c HENNESSY XO
United States: HENNESSY XO
405.05.D.8.d HENNESSY PARDIS IMPERIAL
United States: HENNESSY PARDIS IMPERIAL
405.05.D.9 CORDIALS
United States: CORDIALS
405.05.D.9.a BAILEYS ORIGINAL IRISH CREAM
United States: BAILEYS ORIGINAL IRISH CREAM
405.05.D.9.b CHAMBORD
United States: CHAMBORD
405.05.D.9.c COINTREAU
United States: COINTREAU
405.05.D.9.d DISARONNO ORIGINALE
United States: DISARONNO ORIGINALE
405.05.D.9.e DRAMBUIE
United States: DRAMBUIE
405.05.D.9.f GRAND MARNIER LIQUEUR
United States: GRAND MARNIER LIQUEUR
405.05.D.9.g KAHLUA COFFEE LIQUEUR
United States: KAHLUA COFFEE LIQUEUR
405.05.D.9.h FIREBALL
United States: FIREBALL
405.05.D.9.i FRANGELICO LIQUEUR
United States: FRANGELICO LIQUEUR
405.05.D.9.j CAMPARI
United States: CAMPARI
405.05.D.9.k APEROL
United States: APEROL
405.05.D.9.l ST-GERMAIN
United States: ST-GERMAIN
405.05.D.9.m NOILLY PRAT ORIGINAL DRY

United States: NOILLY PRAT ORIGINAL DRY
405.05.D.9.n NOILLY PRAT ROUGE
United States: NOILLY PRAT ROUGE
405.05.D.9.o LILLET BLANC
United States: LILLET BLANC
405.05.D.12 HOUSE / WELL POURS
United States: HOUSE / WELL POURS
405.05.D.12.a SMIRNOFF VODKA
United States: SMIRNOFF VODKA
405.05.D.12.b NEW AMSTERDAM GIN
United States: NEW AMSTERDAM GIN
405.05.D.12.c MYERS’S PLATINUM RUM
United States: MYERS’S PLATINUM RUM
405.05.D.12.d SAUZA SILVER
United States: SAUZA SILVER
405.05.D.12.e JIM BEAM BOURBON
United States: JIM BEAM BOURBON
405.05.D.12.f CANADIAN CLUB BLENDED WHISKEY
United States: CANADIAN CLUB BLENDED WHISKEY
405.05.D.12.g J&B SCOTCH
United States: J&B SCOTCH
405.05.D.12.h HENNESSY V.S. COGNAC
United States: HENNESSY V.S. COGNAC
405.05.D.12.i DEKYUPER CORDIALS
United States: DEKYUPER CORDIALS
405.05.D.12.j MARTINI VERMOUTH
United States: MARTINI VERMOUTH
405.05.E BEER
United States: BEER
405.05.E.1 DOMESTIC BOTTLES

United States: DOMESTIC BOTTLES
405.05.E.1.a BLUE MOON BELGIAN WHITE
United States: BLUE MOON BELGIAN WHITE
405.05.E.1.b BUD LIGHT
United States: BUD LIGHT
405.05.E.1.c BUDWEISER
United States: BUDWEISER
405.05.E.1.d COORS LIGHT
United States: COORS LIGHT
405.05.E.1.e MICHELOB ULTRA
United States: MICHELOB ULTRA
405.05.E.1.f MILLER LITE
United States: MILLER LITE
405.05.E.1.g SAMUEL ADAMS BOSTON LAGER
United States: SAMUEL ADAMS BOSTON LAGER
405.05.E.2 IMPORT BOTTLES
United States: IMPORT BOTTLES
405.05.E.2.a MODELO ESPECIAL
United States: MODELO ESPECIAL
405.05.E.2.b CORONA EXTRA OR CORONA LIGHT
United States: CORONA EXTRA OR CORONA LIGHT
405.05.E.2.c HEINEKEN
United States: HEINEKEN
405.05.E.2.d STELLA ARTOIS
United States: STELLA ARTOIS
405.05.E.2.e GUINNESS DRAUGHT
United States: GUINNESS DRAUGHT
405.05.E.3 NON-ALCOHOLIC BOTTLES
United States: NON-ALCOHOLIC BOTTLES
405.05.E.3.a HEINEKEN O.O
United States: HEINEKEN O.O
405.05.E.4 DRAFT
United States: Refer to the beverage guide for requirements based on number of tap handles is available here:
https://teamsites.hilton.com/sites/CRAFTEDBarExperience/Pages/Home.aspx
405.05.E.4.a STELLA ARTOIS
United States: STELLA ARTOIS
405.05.E.4.b BUD LIGHT
United States: BUD LIGHT
405.05.E.5 CRAFT BEERS
United States: See Beverage Guide for required Brands based on regional location of the property.
https://teamsites.hilton.com/sites/CRAFTEDBarExperience/Pages/Home.aspx

408.00 FOOD AND BEVERAGE MARKET
408.01 REQUIREMENTS
If the hotel implements one of the Brand approved Food and Beverage Market concepts, it must comply with all applicable Standards associated with the
selected concept.
RESIDENCES ONLY:
On-site marketplace/Grab-and-Go must be available at minimum between the hours of 6:00 a.m. and 10:00 a.m. and from 3:00 p.m. until 9:00 p.m. Off
the shelf retail, food, beverage, and sundry items that do not require preparation must be available for purchase 24 hours a day/seven days a week.
The following items must be available:
• Non-prescription medication (i.e., aspirin, cough drops, etc.)
• Toiletries and personal sundries
• Basic groceries (i.e., milk, cereal, bottled water, etc.)
• Books, magazines, newspapers, and other periodicals based on demand
• A selection of beer and wine (unless prohibited by local law)
• A selection of food and beverage items representative of all meal periods
408.01.A.1 PANTRY OPERATION
Gourmet Market Pantry e.g. Herb N’ Kitchen Market/Fresh Connection operations must be open 24 hours a day.
408.01.A.2 GENERAL OPERATION
Herb N’ Kitchen full concepts must be available from 6:30 a.m. until 10:00 p.m. if used as the primary food and beverage facility within the hotel.
408.01.A.3 COUNTER AS SECONDARY F&B OPERATION
Gourmet Market Counters e.g., Fresh Connection used as a secondary F&B outlet must be open at minimum from 6:30 a.m. until 8:00 p.m.
408.01.B PLAN O GRAMS
The Gourmet Market merchandising is to follow established Plan O Grams (POG) as established by the brand for coolers, freezers and ambient retail
merchandising shelf space. POGs are accessible on www.hiltonfoodandbeverageportfolio.com.
408.01.C RETAIL
Retail is presented in an open-service environment, which allows guests to easily discover the Gourmet Market products in a comfortable and non-
intimidating manner.
408.01.D POINT OF SALE SYSTEM
Where available, Concept POS or other approved Point of Sale System is to be utilized to expedite sales process having product profile and price
available for digital scanning.
408.02 OFFERINGS
American Samoa | Guam | Puerto Rico | United States: The open-service retail area represents the four product merchandising locations and the
following portion control and prepared food products:
Asia Pacific | Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: Brand required product categories
minimums must be met and must conform to outlines within standards. Regional product offerings must be outlined in the brand specified Plan O Gram and
submitted to the brand for approval.
408.02.A COLD CASE
American Samoa | Guam | Puerto Rico | United States: COLD CASE
408.02.A.1 DASANI WATER 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: DASANI WATER 20 OZ (COCA-COLA)
408.02.A.2 GLACEAU SMART WATER 1 LTR (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: GLACEAU SMART WATER 1 LTR (COCA-COLA)
408.02.A.3 GLACEAU SMART WATER 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: GLACEAU SMART WATER 20 OZ (COCA-COLA)
408.02.A.4 NATURAL SPRING WATER
American Samoa | Guam | Puerto Rico | United States: Ozarka (or Nestle) Natural Spring Water 16.9 oz.
408.02.A.5 NESTLE PURE LIFE WATER 16.9 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: NESTLE PURE LIFE WATER 16.9 OZ (NESTLE)
408.02.A.6 COKE 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: COKE 20 OZ (COCA-COLA)
408.02.A.7 COKE ZERO 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: COKE ZERO 20 OZ (COCA-COLA)
408.02.A.8 DIET COKE 20 OZ (COCA-COLA)

American Samoa | Guam | Puerto Rico | United States: DIET COKE 20 OZ (COCA-COLA)
408.02.A.8 Not Applicable to this Brand
408.02.A.9 SPRITE 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: SPRITE 20 OZ (COCA-COLA)
408.02.A.10 SEAGRAM'S GINGER ALE 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: SEAGRAM'S GINGER ALE 20 OZ (COCA-COLA)
408.02.A.11 DR. PEPPER 20 OZ (DR. PEPPER)
American Samoa | Guam | Puerto Rico | United States: DR. PEPPER 20 OZ (DR. PEPPER)
408.02.A.12 DIET DR. PEPPER 20 OZ (DR. PEPPER)
American Samoa | Guam | Puerto Rico | United States: DIET DR. PEPPER 20 OZ (DR. PEPPER)
408.02.A.13 POWERADE ZERO BERRY FRUIT PUNCH 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: POWERADE ZERO BERRY FRUIT PUNCH 20 OZ (COCA-COLA)
408.02.A.14 POWERADE MT BLAST 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: POWERADE MT BLAST 20 OZ (COCA-COLA)
408.02.A.15 GLACEAU VITAMIN WATER XXX 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: GLACEAU VITAMIN WATER XXX 20 OZ (COCA-COLA)
408.02.A.16 GLACEAU VITAMIN WATER ZERO SQUEEZED LEMONADE 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: GLACEAU VITAMIN WATER ZERO SQUEEZED LEMONADE 20 OZ (COCA-COLA)
408.02.A.17 GLACEAU VITAMIN WATER ENERGY KIWI-STRAWBERRY 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: GLACEAU VITAMIN WATER ENERGY KIWI-STRAWBERRY 20 OZ (COCA-COLA)
408.02.A.18 RED BULL 8.40 OZ (RED BULL)
American Samoa | Guam | Puerto Rico | United States: RED BULL 8.40 OZ (RED BULL)
408.02.A.19 RED BULL SUGAR FREE 8.40 OZ (RED BULL)
American Samoa | Guam | Puerto Rico | United States: RED BULL SUGAR FREE 8.40 OZ (RED BULL)
408.02.A.20 SPARKLING WATER 16.9 OZ
American Samoa | Guam | Puerto Rico | United States: Perrier 16.9 oz. (Nestle) and/or San Pellegrino
408.02.A.21 SPARKLING WATER 750 ML
American Samoa | Guam | Puerto Rico | United States: SPARKLING WATER 750 ML
408.02.A.22 HONEST TEA HONEY GREEN 500 ML (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: HONEST TEA HONEY GREEN 500 ML (COCA-COLA)
408.02.A.23 GOLD PEAK UNSWEETENED TEA 18.5 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: GOLD PEAK UNSWEETENED TEA 18.5 OZ (COCA-COLA)
408.02.A.24 GOLD PEAK SWEET TEA 18.5 OZ (COCA-COLA)

American Samoa | Guam | Puerto Rico | United States: GOLD PEAK SWEET TEA 18.5 OZ (COCA-COLA)
408.02.A.25 MINUTE MAID JUICES TO GO ORANGE 15.20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: MINUTE MAID JUICES TO GO ORANGE 15.20 OZ (COCA-COLA)
408.02.A.26 MINUTE MAID JUICES TO GO CRANBERRY 15.20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: MINUTE MAID JUICES TO GO CRANBERRY 15.20 OZ (COCA-COLA)
408.02.A.27 MINUTE MAID JUICES TO GO APPLE 15.20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: MINUTE MAID JUICES TO GO APPLE 15.20 OZ (COCA-COLA)
408.02.A.28 ODWALLA SUPERFOOD 15.2 OZ (ODWALLA DSD OR SYSCO)
American Samoa | Guam | Puerto Rico | United States: ODWALLA SUPERFOOD 15.2 OZ (ODWALLA DSD OR SYSCO)
408.02.A.29 ODWALLA STRAWBERRY C MONSTER 15.20 OZ (ODWALLA DSD OR SYSCO)
American Samoa | Guam | Puerto Rico | United States: ODWALLA STRAWBERRY C MONSTER 15.20 OZ (ODWALLA DSD OR SYSCO)
408.02.A.30 ODWALLA MANGO TANGO 15.20 OZ (ODWALLA DSD OR SYSCO)
American Samoa | Guam | Puerto Rico | United States: ODWALLA MANGO TANGO 15.20 OZ (ODWALLA DSD OR SYSCO)
408.02.A.31 FAIRLIFE 2% MILK 11.50 OZ
American Samoa | Guam | Puerto Rico | United States: FAIRLIFE 2% MILK 11.50 OZ
408.02.A.32 FAIRLIFE SKIM MILK 11.50 OZ
American Samoa | Guam | Puerto Rico | United States: FAIRLIFE SKIM MILK 11.50 OZ
408.02.A.33 FAIRLIFE CHOCOLATE 11.50 OZ
American Samoa | Guam | Puerto Rico | United States: FAIRLIFE CHOCOLATE 11.50 OZ
408.02.A.34 FANTA ORANGE 20 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: FANTA ORANGE 20 OZ (COCA-COLA)
408.02.A.35 IBC ROOT BEER 20 OZ (I.B.C.)
American Samoa | Guam | Puerto Rico | United States: IBC ROOT BEER 20 OZ (I.B.C.)
408.02.A.36 ZICO CHOCOLATE COCONUT WATER 14 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States:
408.02.A.37 CORE POWER VANILLA 26 11.50 OZ (COCA-COLA)
American Samoa | Guam | Puerto Rico | United States: CORE POWER VANILLA 26 11.50 OZ (COCA-COLA)
408.02.B FROZEN
American Samoa | Guam | Puerto Rico | United States: FROZEN
408.02.B.1 Not Applicable to this Brand
408.02.B.2 HAAGEN DAZS PINT VANILLA 14.00 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: HAAGEN DAZS PINT VANILLA 14.00 OZ (NESTLE)
408.02.B.3 HAAGEN DAZS PINT CHOCOLATE 14.00 OZ (NESTLE)

American Samoa | Guam | Puerto Rico | United States: HAAGEN DAZS PINT CHOCOLATE 14.00 OZ (NESTLE)
408.02.B.4 HAAGEN DAZS PINT DULCE DE LECHE 14.00 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: HAAGEN DAZS PINT DULCE DE LECHE 14.00 OZ (NESTLE)
408.02.B.5 Not Applicable to this Brand
408.02.B.6 HAAGEN DAZS BAR VANILLA/M 3.67 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: HAAGEN DAZS BAR VANILLA/M 3.67 OZ (NESTLE)
408.02.B.7 HAAGEN DAZS BAR VANILLA/A 3.00 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: HAAGEN DAZS BAR VANILLA/A 3.00 OZ (NESTLE)
408.02.B.8 SNICKERS ICE CREAM BAR 3.33 OZ (MARS NORTH AMERICA)
American Samoa | Guam | Puerto Rico | United States: SNICKERS ICE CREAM BAR 3.33 OZ (MARS NORTH AMERICA)
408.02.B.9 TWIX ICE CREAM BAR 3.13. OZ (MARS NORTH AMERICA)
American Samoa | Guam | Puerto Rico | United States: TWIX ICE CREAM BAR 3.13. OZ (MARS NORTH AMERICA)
408.02.B.10 NESTLE CRUNCH BAR VANILLA 3.00 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: NESTLE CRUNCH BAR VANILLA 3.00 OZ (NESTLE)
408.02.B.11 NESTLE DRUMSTICK VANILLA 4.60 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: NESTLE DRUMSTICK VANILLA 4.60 OZ (NESTLE)
408.02.B.12 EDY'S MAXX COOKIE DOUGH PL 14.00 OZ (DREYERS)
American Samoa | Guam | Puerto Rico | United States: EDY'S MAXX COOKIE DOUGH PL 14.00 OZ (DREYERS)
408.02.B.13 EDY'S MAXX COLLISION CHOCOLATE 14.00 OZ (DREYERS)
American Samoa | Guam | Puerto Rico | United States: EDY'S MAXX COLLISION CHOCOLATE 14.00 OZ (DREYERS)
408.02.B.14 OPTIONAL - EDY'S CHOC CHUNK PINT 14.00 OZ (DREYERS)
American Samoa | Guam | Puerto Rico | United States: OPTIONAL - EDY'S CHOC CHUNK PINT 14.00 OZ (DREYERS)
408.02.C AMBIENT
American Samoa | Guam | Puerto Rico | United States: AMBIENT
408.02.C.1 KIT KAT 1.50 OZ (NESTLE)
American Samoa | Guam | Puerto Rico | United States: KIT KAT 1.50 OZ (NESTLE)
408.02.C.2 REESE'S PEANUT BUTTER CUPS 1.50 OZ (HERSHEY)
American Samoa | Guam | Puerto Rico | United States: REESE'S PEANUT BUTTER CUPS 1.50 OZ (HERSHEY)
408.02.C.3 TWIX 1.79 OZ (MARS NORTH AMERICA)
American Samoa | Guam | Puerto Rico | United States: TWIX 1.79 OZ (MARS NORTH AMERICA)
408.02.C.4 MILKY WAY 1.84 OZ (MARS NORTH AMERICA)
American Samoa | Guam | Puerto Rico | United States: MILKY WAY 1.84 OZ (MARS NORTH AMERICA)
408.02.C.5 M&M PLAIN 1.69 OZ (MAR NORTH AMERICA)

American Samoa | Guam | Puerto Rico | United States: M&M PLAIN 1.69 OZ (MAR NORTH AMERICA)
408.02.C.6 M&M PEANUT 1.74 OZ (MARS NORTH AMERICA)
American Samoa | Guam | Puerto Rico | United States: M&M PEANUT 1.74 OZ (MARS NORTH AMERICA)
408.02.C.7 HERSHEY'S MILK CHOC BAR 1.55 OZ (HERSHEY)
American Samoa | Guam | Puerto Rico | United States: HERSHEY'S MILK CHOC BAR 1.55 OZ (HERSHEY)
408.02.C.8 HERSHEY'S ALMOND BAR 1.45 OZ (HERSHEY)
American Samoa | Guam | Puerto Rico | United States: HERSHEY'S ALMOND BAR 1.45 OZ (HERSHEY)
408.02.C.9 OREO BOX 5.25 OZ. (MONDELEZ)
American Samoa | Guam | Puerto Rico | United States: OREO BOX 5.25 OZ. (MONDELEZ)
408.02.C.10 NUTTER BUTTER P-BTR SNDWC 5.25 OZ. (NABISCO)
American Samoa | Guam | Puerto Rico | United States: NUTTER BUTTER P-BTR SNDWC 5.25 OZ. (NABISCO)
408.02.C.11 WHEAT THINS ORIGINAL 4.00 OZ. (MONDELEZ)
American Samoa | Guam | Puerto Rico | United States: WHEAT THINS ORIGINAL 4.00 OZ. (MONDELEZ)
408.02.C.12 PREMIUM SALTINE ORIGINAL 4.00 OZ. (NABISCO)
American Samoa | Guam | Puerto Rico | United States: PREMIUM SALTINE ORIGINAL 4.00 OZ. (NABISCO)
408.02.C.13 CLIF ENERGY BAR OTML / RSN 2.40 OZ. (CLIF BAR)
American Samoa | Guam | Puerto Rico | United States: CLIF ENERGY BAR OTML / RSN 2.40 OZ. (CLIF BAR)
408.02.C.14 CLIF ENERGY BAR CHOC BROWNIE 2.40 OZ. (CLIF BAR)
American Samoa | Guam | Puerto Rico | United States: CLIF ENERGY BAR CHOC BROWNIE 2.40 OZ. (CLIF BAR)
408.02.C.15 NATURE VALLEY GRANOLA & OATS 1.50 OZ. (GENERAL MILLS)
American Samoa | Guam | Puerto Rico | United States: NATURE VALLEY GRANOLA & OATS 1.50 OZ. (GENERAL MILLS)
408.02.C.16 Nature Valley Granola Br P B 1.50 oz. (General Mills)
American Samoa | Guam | Puerto Rico | United States: Nature Valley Granola Br P B 1.50 oz. (General Mills)
408.02.C.17 KETTLE CHIPS BUFFALO BLEU 2.00 OZ. (DIAMOND FOODS)
American Samoa | Guam | Puerto Rico | United States: KETTLE CHIPS BUFFALO BLEU 2.00 OZ. (DIAMOND FOODS)
408.02.C.18 Kettle Chips NY Cheddar + Herbs 2.00 oz. (Diamond Foods)
American Samoa | Guam | Puerto Rico | United States: Kettle Chips NY Cheddar + Herbs 2.00 oz. (Diamond Foods)
408.02.C.19 Kettle Chips Sea Salt + Vinegar 2.00 oz. (Diamond Foods)
American Samoa | Guam | Puerto Rico | United States: Kettle Chips Sea Salt + Vinegar 2.00 oz. (Diamond Foods)
408.02.C.20 Food Should Taste Good Tortilla Chips 1.5 oz. (General Mills)
American Samoa | Guam | Puerto Rico | United States: Food Should Taste Good Tortilla Chips 1.5 oz. (General Mills)
408.02.C.21 Pop Chips Original .80 oz. (Pop Chips)

American Samoa | Guam | Puerto Rico | United States: Pop Chips Original .80 oz. (Pop Chips)
408.02.C.22 POP CHIPS BBQ .80 OZ. (POP CHIPS)
American Samoa | Guam | Puerto Rico | United States: POP CHIPS BBQ .80 OZ. (POP CHIPS)
408.02.C.23 Not Applicable to this Brand
408.02.C.24 LAYS CLASSICS 2.50 OZ. (FRITO LAY)
American Samoa | Guam | Puerto Rico | United States: LAYS CLASSICS 2.50 OZ. (FRITO LAY)
408.02.C.25 LAYS BAKED ORIGINAL XVL 2.25 OZ. (FRITO LAY)
American Samoa | Guam | Puerto Rico | United States: LAYS BAKED ORIGINAL XVL 2.25 OZ. (FRITO LAY)
408.02.C.26 Lays BBQ 2.25 oz. (Frito Lay)
American Samoa | Guam | Puerto Rico | United States: Lays BBQ 2.25 oz. (Frito Lay)
408.02.C.27 Doritos Nacho Cheese 2.00 oz. (Frito Lay)
American Samoa | Guam | Puerto Rico | United States: Doritos Nacho Cheese 2.00 oz. (Frito Lay)
408.02.C.28 Rold Gold Pretzel Thins 4.00 oz. (Frito Lay)
American Samoa | Guam | Puerto Rico | United States: Rold Gold Pretzel Thins 4.00 oz. (Frito Lay)
408.02.C.29 Sun Chips Harvest Cheddar 2.75 oz. (Frito Lay)
American Samoa | Guam | Puerto Rico | United States: Sun Chips Harvest Cheddar 2.75 oz. (Frito Lay)
408.02.C.30 Fritos Corn Chips Orig 4.00 oz. (Frito Lay)
American Samoa | Guam | Puerto Rico | United States: Fritos Corn Chips Orig 4.00 oz. (Frito Lay)
408.02.C.31 Cheetos Crunchy 3.25 oz. (Frito Lay)
American Samoa | Guam | Puerto Rico | United States: Cheetos Crunchy 3.25 oz. (Frito Lay)
408.02.C.32 Planters Peanut Salt 6.00 oz. (Kraft Foods)
American Samoa | Guam | Puerto Rico | United States: Planters Peanut Salt 6.00 oz. (Kraft Foods)
408.02.C.33 PLANTERS TRAIL MIX NUT / SE 6.00 OZ. (KRAFT FOODS)
American Samoa | Guam | Puerto Rico | United States: PLANTERS TRAIL MIX NUT / SE 6.00 OZ. (KRAFT FOODS)
408.02.C.34 Planters Trail Mix Fruit 6.00 oz. (Kraft Foods)
American Samoa | Guam | Puerto Rico | United States: Planters Trail Mix Fruit 6.00 oz. (Kraft Foods)
408.02.C.35 Chex Mix Traditional 8.75 oz. (General Mills)
American Samoa | Guam | Puerto Rico | United States: Chex Mix Traditional 8.75 oz. (General Mills)
408.02.C.36 BLUE DIAMOND ROASTED ALMOND + SALTED 4.5 OZ. (BLUE DIAMOND)
American Samoa | Guam | Puerto Rico | United States: BLUE DIAMOND ROASTED ALMOND + SALTED 4.5 OZ. (BLUE DIAMOND)
408.02.C.37 BLUE DIAMOND SMOKEHOUSE ALMOND 1.5 OZ. (BLUE DIAMOND)
American Samoa | Guam | Puerto Rico | United States: BLUE DIAMOND SMOKEHOUSE ALMOND 1.5 OZ. (BLUE DIAMOND)
408.02.C.38 MRS. MAYS NTRLS CASHEW CRU 2.00 OZ. (MRS. MAYS NATURALS)
American Samoa | Guam | Puerto Rico | United States: MRS. MAYS NTRLS CASHEW CRU 2.00 OZ. (MRS. MAYS NATURALS)
408.02.C.39 Cheez-It Grab / Go 2.00 oz. (Kraft Foods)
American Samoa | Guam | Puerto Rico | United States: Cheez-It Grab / Go 2.00 oz. (Kraft Foods)
408.02.C.40 Quaker Oatmeal Express Br 1.90 oz. (PepsiCo)
American Samoa | Guam | Puerto Rico | United States: Quaker Oatmeal Express Br 1.90 oz. (PepsiCo)
408.02.C.41 Quaker Oatmeal Express Bk 1.90 oz. (PepsiCo)
American Samoa | Guam | Puerto Rico | United States: Quaker Oatmeal Express Bk 1.90 oz. (PepsiCo)
408.02.C.42 SPECIAL K CUP 1.25 OZ. (KELLOG'S)
American Samoa | Guam | Puerto Rico | United States: SPECIAL K CUP 1.25 OZ. (KELLOG'S)
408.02.C.43 RAISIN BRAN CRUNCH CAP 2.80 OZ (KELLOG'S)
American Samoa | Guam | Puerto Rico | United States: RAISIN BRAN CRUNCH CAP 2.80 OZ (KELLOG'S)
408.02.C.44 CHEERIOS CUP 1.30 OZ. (GENERAL MILLS)
American Samoa | Guam | Puerto Rico | United States: CHEERIOS CUP 1.30 OZ. (GENERAL MILLS)
408.02.C.45 LUCKY CHARMS CUP 1.70 OZ. (GENERAL MILLS)
American Samoa | Guam | Puerto Rico | United States: LUCKY CHARMS CUP 1.70 OZ. (GENERAL MILLS)
408.02.C.46 CHEERIOS HONEY NUT CUP 1.80 OZ. (GENERAL MILLS)
American Samoa | Guam | Puerto Rico | United States: CHEERIOS HONEY NUT CUP 1.80 OZ. (GENERAL MILLS)
408.02.C.47 FROSTED FLAKES CUP 2.10 OZ. (KELLOG'S)
American Samoa | Guam | Puerto Rico | United States: FROSTED FLAKES CUP 2.10 OZ. (KELLOG'S)
408.02.C.48 Chobani Greek Yogurt N/F Blue 6.00 oz. (Chobani)
American Samoa | Guam | Puerto Rico | United States: Chobani Greek Yogurt N/F Blue 6.00 oz. (Chobani)
408.02.C.49 Chobani Greek Yogurt N/F Straw 6.00 oz. (Chobani)
American Samoa | Guam | Puerto Rico | United States: Chobani Greek Yogurt N/F Straw 6.00 oz. (Chobani)
408.02.C.50 SABRA HUMMUS CLASSIC 4.56 OZ. (FRITO LAY)
American Samoa | Guam | Puerto Rico | United States: SABRA HUMMUS CLASSIC 4.56 OZ. (FRITO LAY)
408.02.C.51 SABRA HUMMUS ROASTED RED PEPPER 4.56 OZ. (FRITO LAY)
American Samoa | Guam | Puerto Rico | United States: SABRA HUMMUS ROASTED RED PEPPER 4.56 OZ. (FRITO LAY)
408.02.C.52 SNICKERS 1.86 OZ. (MARS NORTH AMERICA)
American Samoa | Guam | Puerto Rico | United States: SNICKERS 1.86 OZ. (MARS NORTH AMERICA)
408.02.C.53 3 MUSKETEERS BAR 1.92 OZ. (MARS NORTH AMERICA)
American Samoa | Guam | Puerto Rico | United States: 3 MUSKETEERS BAR 1.92 OZ. (MARS NORTH AMERICA)
408.02.C.54 TOBLERONE 7.05 oz. (Toblerone)

American Samoa | Guam | Puerto Rico | United States: TOBLERONE 7.05 oz. (Toblerone)
408.02.C.55 HOT TAMALES 1.55 OZ. (MIKE AND IKE)
American Samoa | Guam | Puerto Rico | United States: HOT TAMALES 1.55 OZ. (MIKE AND IKE)
408.02.C.56 RITZ CRACKERS 3.80 OZ. (GENERAL MILLS)
American Samoa | Guam | Puerto Rico | United States: RITZ CRACKERS 3.80 OZ. (GENERAL MILLS)
408.02.C.57 KASHI GO LEAN BR CHOC CRM 1.59 OZ. (KELLOGG'S)
American Samoa | Guam | Puerto Rico | United States: KASHI GO LEAN BR CHOC CRM 1.59 OZ. (KELLOGG'S)
408.02.C.58 KASHI GO LEAN BR CHOC PINT 1.76 OZ. (KELLOGG'S)
American Samoa | Guam | Puerto Rico | United States: KASHI GO LEAN BR CHOC PINT 1.76 OZ. (KELLOGG'S)
408.02.C.59 Clif Bar Chocolate Chip Peanut Crunch 2.40 oz. (Clif Bar)
American Samoa | Guam | Puerto Rico | United States: Clif Bar Chocolate Chip Peanut Crunch 2.40 oz. (Clif Bar)
408.02.C.60 ODWALLA Bar Super Protein 1.5 oz. (ODWALLA DSD)
American Samoa | Guam | Puerto Rico | United States: ODWALLA Bar Super Protein 1.5 oz. (ODWALLA DSD)
408.02.C.61 ODWALLA BAR BERRIES GOMEGA 1.5 OZ. (ODWALLA DSD)
American Samoa | Guam | Puerto Rico | United States: ODWALLA BAR BERRIES GOMEGA 1.5 OZ. (ODWALLA DSD)
408.02.C.62 Pepperidge Farm Goldfish Crackers 1.0 oz. (Pepperidge Farm)
American Samoa | Guam | Puerto Rico | United States: Pepperidge Farm Goldfish Crackers 1.0 oz. (Pepperidge Farm)
408.02.C.63 YOPLAIT ORIGINAL STRAW / BA 6.00 OZ. (GENERAL MILLS)
American Samoa | Guam | Puerto Rico | United States: YOPLAIT ORIGINAL STRAW / BA 6.00 OZ. (GENERAL MILLS)
408.02.D PREPARED FOODS
American Samoa | Guam | Puerto Rico | United States: PREPARED FOODS
408.02.D.1 BREAKFAST PASTRIES
American Samoa | Guam | Puerto Rico | United States: Breakfast Pastry Hotel Choice of Muffins, Croissants, Pastry
408.02.D.2 FARM STACKERS
American Samoa | Guam | Puerto Rico | United States: Farm Stackers (minimum of 2)
408.02.D.3 SALADS
Minimum 3 selections:
• Spinach & Feta
• Chef Salad
• Chicken Caesar Salad
• Greek Salad
• Local Salad
408.02.D.4 COLD SANDWICHES
Minimum 3 Selections:
• Deli Turkey
• Deli Ham & Swiss
• Veggie Wrap
• Chicken Caesar Wrap
• Tuna Salad Sandwich
• Local Sandwich
408.02.D.5 FRUIT
American Samoa | Guam | Puerto Rico | United States: FRUIT
408.02.D.5.a MIXED BERRY CUP COOLER
American Samoa | Guam | Puerto Rico | United States: MIXED BERRY CUP COOLER
408.02.D.5.b WHOLE FRUIT
American Samoa | Guam | Puerto Rico | United States: Minimum of 2 - hotel choice that best meets market demand.
408.02.D.5.c FRUIT / YOGURT PARFAIT
American Samoa | Guam | Puerto Rico | United States: FRUIT / YOGURT PARFAIT
408.03 VISUAL MERCHANDISING STANDARDS

408.03.A GUIDELINES
The restaurant must adhere to the Gourmet Market corporate Visual Marketing Guidelines.
408.03.B PRODUCT IDENTIFICATION
Stock VM is the exclusive Gourmet Market product presentation. Each product must be identified with a barcode and price label.
408.03.C RETAIL ZONES
The retail zones must be well stocked with a minimum quantity of three products per SKU, best representing stock merchandizing displays.
408.03.D SPACING
When an out-of-stock product leaves a space in the merchandizing, another product that has a quantity of four or more in stock may be double-faced to
fill the space.
408.03.E PRODUCT INFORMATION
Product brochures or other print collateral items are not permitted in the retail zone. Only the touch-screen monitors, if used, are permitted in the retail
area to provide product information.
408.03.F PRESENTATION
Stringent housekeeping standards support retail VM to ensure immaculate presentation at all times.
408.03.G VISUAL MERCHANDISING UPDATES
Gourmet Market VM updates are issued by the Brand Director to reflect changes to the display guidelines as applicable. Such updates are to
accommodate new and discontinued products, product highlights and for special promotions.
408.03.H LANGUAGE
All product information featured on the POS touch-screen monitors must be translated to meet local language requirements (as applicable for the store/
region).
408.04 STOCK ROTATION

408.04.A STOCK AVAILABILITY
Our Visual Merchandise showcases current inventory levels to our guests. Therefore it is imperative that it accurately presents stock availability, while
providing impeccable aesthetics. To ensure the Market Stock VM standards are maintained at all times, the following are key VM management
indicators:
• Product Alignment
• Product Replenishment
• Product Rotation
• Out of Stock
• Alignment
408.04.A.1 ALIGNMENT
Stock VM uses justified alignment: the left and right sides of each shelf begin and end with the same distance from each side.
408.04.A.2 SPACING
Avoid excessive spacing in-between products.
408.04.A.3 RETAIL STOCK DISPLAY
Retail stock must be displayed in a single row and in a straight line. Do not double face product, unless requested to or to accommodate out-of-stock.
Some high volume products may be exempt and you should refer to the planogram (POG) for detail on shelf allocation.
408.04.B STOCK REPLENISHMENT
408.04.B.1 REPLENISHMENT
Replenish stock as needed.
408.04.B.2 SPACING
Optimize display space by placing as much retail stock on the shelf as the space will allow while maintaining alignment dimensions.
408.04.B.3 RE-STOCKING
Ensure newer/fresher product is placed at the back when re-stocking retail shelves.
408.04.C STOCK ROTATION
408.04.C.1 PLACEMENT
When selling a product, ensure that it is removed from the front of the row and replenished at the back of the row. (FIFO) First in first out.
408.04.C.2 ROTATION
Once a product has been removed from the front of a row, the complete product row must be moved forward to maintain original alignment.
408.04.D OUT OF STOCK
408.04.D.1 DOUBLE-FACE
Double-face one in-stock item for every out-of-stock product.
408.04.D.2 BRAND CATEGORY
Ensure that the double-faced product is from the same brand category as the out-of-stock item.
408.04.D.3 REPLACEMENT
When the out-of-stock item is replenished, replace the double-faced product with the returned stock item.
408.04.D.4 SPACING
Every time a product sells out, close the open space by moving the products together so that no gaps appear on the shelf.
408.04.D.5 INVENTORY UPDATE
When the out-of-stock item returns to inventory, insert the product according to POG guidelines

410.00 RECREATION FOOD AND BEVERAGE
410.01 OUTDOOR POOL / BEACH AREA
Service must be provided during peak usage hours to accommodate demand and/or from 11:00 a.m. until sunset or 6:00 p.m. (whichever comes first).
410.01.C MENU OFFERINGS
410.01.C.1 FOOD
The poolside/beachside menu must include a selection of snack items.
NOTE: All Inclusive Resorts are exempt from the menu and service requirements.
410.01.C.2 BEVERAGES
The poolside/beachside menu must include:
• Minimum of five non-alcoholic beverages
• Minimum of five alcoholic beverages, unless prohibited by applicable law
NOTE: All Inclusive Resorts are exempt from the menu and service requirements.
411.00 GUEST ROOM REFRESHMENT CENTER

411.01 REQUIREMENTS
If provided, the hotel must have a refrigerator available for guest to utilize based on their needs in the guest room. The Herb N’ Kitchen or Fresh Connection
Gourmet Market concept(s) and available products available for sale are to be marketed using a cling on the refrigerator.

413.00 EXECUTIVE LOUNGE
HOTEL AND RESIDENCE DESIGNATION ONLY:
Executive Lounges are required and must comply with the below minimum requirements unless otherwise dictated by a compliance date.
Executive Lounges are optional. If provided, the hotel must comply with the below minimum requirements.
Caribbean | Central America | Mexico | South America: Executive Lounges are required and must comply with the below minimum requirements unless
otherwise dictated by a compliance date.
North America: If the hotel currently operates an Executive Lounge it must comply with the below minimum requirements unless otherwise dictated by a
compliance date.
Americas: The Executive Lounge must be accessible to guests (via key card unless staffed) between the hours of 6:00 a.m. and 8:00 p.m. (06:00 - 20:00)
daily.
Asia Pacific: The Executive Lounge must be accessible to guests (via key card unless staffed) between the hours of 6:30 a.m. and 8:00 p.m. (06:30 - 20:00)
daily.
Europe | Middle East and Africa: The Executive Lounge must be accessible to guests (via key card unless staffed) between the hours of 7:00 a.m. and
8:00 p.m. (07:00 - 20:00) daily.
413.02 STAFFING
A dedicated Lounge Attendant must be staffed during the Breakfast and Evening Offering.
413.04 AMENITIES
413.04.A BUSINESS CENTER
If provided, the hotel must utilize the Brand approved vendor for the management of all guest-facing computers (Refer to Standard 729.00 for
requirements). The hotel must comply with the Information Privacy Standards and the Business Center Security Standards.
413.05 FACILITIES AND EQUIPMENT

The following items and practices are prohibited:
413.05.A GUEST ROOM / MEETING ROOM USE
Use of a guest room or meeting room as an Executive Lounge
413.05.B BANQUET TABLES
Skirted banquet tables in the Executive Lounge
413.05.C OPEN FLAME
Liquid or solid fuel (e.g., Sterno) chafing dishes with exposed flame
413.06 UPSELL PROGRAM

If the hotel has an Executive Lounge and designated guest rooms and/or floors a Front Office Upsell program must be implemented.
413.07 VOUCHERS
Asia Pacific | Europe | Middle East and Africa | North America:
In the event of closure, the hotel must provide voucher(s) redeemable within the hotel’s designated food and beverage outlet(s) for the offerings stated below.
At minimum, one voucher per person based on room occupancy and nights stayed must be provided.
BREAKFAST OFFERING VOUCHER
Must include:
• Guest choice of table or walk-up counter service
• Coffee or tea
• Juice (choice of any available)
• Two hot bakery items (e.g., croissant, bagel, muffin, etc.)
• Tax and tip
EVENING OFFERING VOUCHER
Must include:
• One appetizer
• One non-alcoholic beverage
NOTE: The above items and instructions for redemption should be detailed on the voucher.
In the event of closure, the hotel must provide voucher(s) redeemable within the hotel’s designated food and beverage outlet(s) for the offerings stated below.
At minimum, one voucher per person based on room occupancy and nights stayed must be provided.
BREAKFAST OFFERING VOUCHER
Must include:
• Guest choice of table or walk-up counter service
• Coffee or tea
• Juice (choice of any available)
• Two hot bakery items (e.g., croissant, bagel, muffin, etc.)

• Tax and tip
EVENING OFFERING VOUCHER
Must include:
• One appetizer
• One non-alcoholic beverage
• One alcoholic beverage
NOTE: The above items and instructions for redemption should be detailed on the voucher.
413.08 PRESENTATION AND OFFERINGS
413.08.A ALL DAY OFFERINGS
The below food and beverage selections must be provided during open hours of operation:
413.08.A.1 COFFEE
413.08.A.1.a FULLY AUTOMATIC ESPRESSO MACHINE
Fully Automatic Espresso Machine (e.g., espresso, cappuccino, lattes, Americano, etc.)
413.08.A.1.b ASSORTED COFFEE CONDIMENTS
Assorted Coffee Condiments (e.g., cream, sugar, sugar substitute, etc.) must be provided.
413.08.A.2 HOT TEA
Hot Tea (minimum of 4 varieties, 1 being caffeine free) - hotel’s choice based on local market demand
413.08.A.3 SOFT DRINKS
Selection of assorted soft drinks (e.g., cola, lemon, etc.)
413.08.A.4 WATER
413.08.A.4.a STILL
Bottled still water
413.08.A.4.b SPARKLING
Bottled sparkling water
413.08.A.7 SNACK MIX
Snack Mix (e.g., pretzels, wasabi peas, etc.) - hotel’s choice based on local market demand
413.08.A.8 DRIED NUTS
Selection of Dried Nuts (e.g., almonds, cashews, etc.) - hotel’s choice based on local market demand
413.08.A.9 CEREAL / NUTRITIONAL BARS

Americas | Asia Pacific: Cereal and Nutritional Bars (e.g. Kind Bar, Cliff Bar, Nature Valley Granola, Quaker Oat Cereal Bar, etc.) - hotel’s choice
based on local market demand
Europe | Middle East and Africa: Cereal and/or Nutritional Bars or Local Equivalent (e.g. Kind Bar, Cliff Bar, Nature Valley Granola, Quaker Oat
Cereal Bar, etc.) - hotel’s choice based on local market demand.
Greater China & Mongolia: CEREAL and/or NUTRITIONAL BARS (e.g. Kind Bar, Cliff Bar, Nature Valley Granola, Quaker Oat Cereal Bar, etc.) OR
another similar item based on local market demand.
413.08.A.10 WHOLE FRUIT
WHOLE FRUIT - local or seasonal if available
413.08.B BREAKFAST OFFERING
Asia Pacific: The hotel must offer the below breakfast offerings in the Executive Lounge from 6:30 a.m. until 10:00 a.m. on weekdays, 6:30 a.m. until
10:30 a.m. on weekends.
Canada | Puerto Rico | United States | Virgin Islands, U.S.:
The hotel must offer the below breakfast offerings in the Executive Lounge, weekdays, for a minimum of three hours between the hours of 6:00 a.m.
and 11:00 a.m.
On weekends, the hotel may choose to provide the below breakfast offerings in the Executive Lounge for a minimum of three hours between the hours
of 6:00 a.m. and 11:00 a.m. OR provide vouchers (Requirements in Standard 413.07).
Caribbean | Central America | Guam | Mexico | South America: The hotel must offer the below breakfast offerings in the Executive Lounge for a
minimum of three hours between the hours of 6:00 a.m. and 11:00 a.m., daily.
Europe | Middle East and Africa: The hotel must offer the below breakfast offerings in the Executive Lounge for a minimum of three hours, daily.
413.08.B.1 COFFEE
413.08.B.1.a CAFFEINATED
413.08.B.1.b DECAFFEINATED
413.08.B.2 FRUIT CUBED / SLICED
Fruit cubed / sliced (minimum of 3) - local, seasonal whenever possible
413.08.B.3 DRIED FRUIT
Dried fruit (minimum of 2) - hotel’s choice that best meets local market demand
413.08.B.4 COLD CEREAL
Cold cereal (minimum of 2) – hotel’s choice that best meets local market demand
413.08.B.5 GRANOLA OR MUESLI
Granola or Muesli (minimum of 1) – choice of Granola or Muesli that best meets local market demand
413.08.B.6 HOT CEREAL
Americas | Asia Pacific: Hot cereal (minimum 1) – hotel’s choice that best meets local market demand (e.g. Oatmeal, Porridge, Congee, Grits). Hot
cereal may not be offered in instant packets.
413.08.B.7 SLICED BREAD
Sliced bread (minimum of 2) - hotel’s choice that best meets local market demand (e.g., wheat, white, etc.)
413.08.B.8 MUFFINS / BREAKFAST BREADS
Freshly daily baked muffins or breakfast bread (minimum of 1)
413.08.B.9 SPECIALTY BREADS
Specialty breads (minimum of 1) - hotel’s choice that best meets local market demand (e.g., Bagels, English Muffins, Baguettes, specialty loaf/loaves
breakfast)
413.08.B.10 CROISSANT
Croissant - All butter
413.08.B.11 MILK
Milk (minimum of 2) - hotel’s choice of milk that best meets local market demand (e.g., skim, 2%, whole), and one lactose free milk relevant to
regional needs.
413.08.B.12 YOGURT
Yogurt (minimum of 2 flavors or varieties) - hotel’s choice that best meets local market demand (e.g., Greek style, traditional, etc.)
413.08.B.13 BREAKFAST MEAT
Caribbean | Central America | Europe | Guam | Middle East and Africa | South America: Breakfast meat (minimum of 1) - hotel’s choice that
best meets local market demand
413.08.B.14 EGG DISH
Egg dish or regional equivalent (minimum of 1)
413.08.B.15 CONDIMENTS
Condiments (e.g., jam/jelly, butter, honey, brown sugar, chopped scallions, tofu and soy sauce)
413.08.B.16 REGIONAL ITEMS
The following items must be offered:
413.08.B.16.a DIM SUM
China | Mongolia: Dim sum (Minimum 2) – hotel’s choice that best meets market demand (e.g. Char Siu bao, Har gow, Slew Mai)
413.08.B.16.b FRIED RICE
China | Mongolia: FRIED RICE
413.08.B.16.c STEAMED WHITE RICE

China | Mongolia: STEAMED WHITE RICE
413.08.B.16.d NOODLES
China | Mongolia: NOODLES (minimum of 2)
413.08.B.16.e SOUP / BROTH
China | Mongolia: Soup / Broth (minimum 1) – hotel’s choice that best meets market demand
413.08.B.16.f HARD CHEESE
Caribbean | Central America | Europe | Guam | Mexico | Middle East and Africa | South America: Hard cheese (minimum of 1) - hotel’s
choice that best meets market demand
413.08.B.16.g SOFT CHEESE
Caribbean | Central America | Europe | Guam | Mexico | Middle East and Africa | South America: Soft cheese (minimum of 1) - hotel’s
choice that best meets market demand
413.08.B.16.h COLD CUT / CURED / SMOKED MEATS
Caribbean | Central America | Europe | Guam | Mexico | Middle East and Africa | South America: Cold cut / cured / smoked meats
(minimum of 2) - hotel’s choice that best meets market demand
413.08.B.17 JUICE
Juice (minimum of 3) – hotel’s choice that best meets local market demand
413.08.D EVENING OFFERING
413.08.D.1 HOURS OF OPERATION
American Samoa | Canada | Puerto Rico | United States | Virgin Islands, U.S.:
The hotel must offer the below evening offerings in the Executive Lounge on weekdays, for a minimum of two hours between the hours of 5:00 p.m.
and 8:00 p.m.
On weekends, the hotel may choose to provide the below evening offerings in the Executive Lounge for a minimum of two hours between the hours
of 5:00 p.m. and 8:00 p.m. OR provide the vouchers.
Europe | Guam | Middle East and Africa: The hotel must offer the below evening offerings in the Executive Lounge for a minimum of two hours
between the hours of 5:00 p.m. and 8:00 p.m. (17:00 - 20:00) daily.
413.08.D.2 COFFEE
413.08.D.2.a CAFFEINATED
413.08.D.2.b DECAFFEINATED
413.08.D.4 WINE BY THE GLASS

Wine by the glass (1 red and 1 white, at minimum) - hotel’s choice that best meets local market demand
NOTE: Subject to applicable laws governing the sale and service of alcoholic beverages. The hotel should consider providing these items on a
complimentary basis based on market need and/or ability to achieve accreditation requirements.
413.08.D.5 BEER
Beer - hotel’s choice that best meets local market demand
413.08.D.6 LIQUOR
Liquor (minimum of four quality spirits. E.g., Gin, Vodka, Rum and Whiskey) - hotel’s choice that best meets local market demand
413.08.D.7 MIXERS AND GARNISH
Mixers and garnish - hotel’s choice that best meets local market demand
413.08.D.8 HOT HORS D'OEUVRE
Hot hors d'oeuvre (minimum of 1) - hotel’s choice based on local market demand
413.08.D.10 COLD HORS D'OEUVRE
Cold hors d'oeuvre (minimum of 1) - hotel’s choice based on local market demand
413.08.D.11 CONDIMENTS
Condiments – hotel’s choice of appropriate variety dictated by offering

420.00 HILTON BREAKFAST
420.01 PRICING
Children five and under eat free from the breakfast buffet when accompanied by a paid adult. The hotel may extend this offer to children over age five at their
discretion.
420.02 TABLE TOP

The following items must be provided during breakfast service unless otherwise noted as being available upon request. Condiments must be available upon
request or on the buffet. Other items, must be set on the table.
420.02.A JAM / JELLY
Single serve jam/jelly in glass jars or decorative non-plastic containers/ramekins; hotel choice of selection
420.02.B HONEY
Single serve honey in glass jars or decorative non-plastic containers/ramekins
420.02.C BUTTER
Single serve butter portions (salted or sweet)
420.02.D KETCHUP
Ketchup must be served in original bottles/jars/plastic containers. If served in non-original decorative containers/ramekins, plastic is not permitted.
420.02.E MUSTARD
Mustard must be served in original bottles/jars/plastic containers. If served in non-original decorative containers/ramekins, plastic is not permitted.
420.02.F HOT PEPPER SAUCE
Hot pepper sauce must be served in original bottles/jars/plastic containers. If served in non-original decorative containers/ramekins, plastic is not
permitted.
420.02.G BUTTER SUBSTITUTE
Trans fat-free butter substitute where available in market
420.02.H CUTLERY AND FLATWARE
Hotel choice of cutlery set/flatware
420.02.I MUG / CUP AND SAUCER
Hotel choice of coffee mug or cup and saucer based on design/outlet concept
420.02.J CREAMER / MILK JUG
Hotel choice of creamer/milk jug placed on the table at the time of service
420.02.K JUICE GLASS
If table side juice service is offered, hotel choice of pre-set juice glass must be available, minimum 6 oz.
420.02.L SALT AND PEPPER
Hotel choice of salt and pepper dispenser
420.02.M PLACEMAT
Table runner, table cloth or placemat. If placemat is selected it must be non-disposable option; paper is not permitted.
420.02.N NAPKIN
Cloth napkin or high grade mill paper napkin (Air laid paper napkin 40cm x 40cm, 8-fold, single ply napkin cloth, non-logoed) must be used.
420.03 CHILDREN'S MENU

Children's menu items and pricing must be offered that suit market and regional eating habits.
420.04 A LA CARTE MENU
A professionally printed à la carte breakfast menu must be available in addition to the Breakfast at Hilton Buffet and include the required global core brand
minimum product offering (all-inclusive resorts exempt).
Hotels must also prominently feature within their à la carte menu a call-out box that features a menu description of the Full Breakfast Buffet and a Continental
Breakfast Buffet with appropriate pricing.
Hotels that do not have a unique identity for their restaurant can use the Menu templates available in the "Resource" section of these standards or on
the Hilton Global F&B site (The Lobby > Departments > Food and Beverage). These templates will auto populate the minimum requirements including a
standard buffet description for Full and Continental buffet offerings, and allow for further local content customization if desired. Menu templates will also allow
hotel to price menus according to market conditions.
420.05 BUFFET SETUP
A Breakfast Buffet is required having space for hot, cold and ambient service areas. See minimum specifications for equipment listed in standard 2504.08.
420.05.B OPEN FLAME
Buffet platforms using liquid or solid fuel (e.g., Sterno®) chafing dishes having exposed flame, are not permitted.
420.05.C BANQUET TABLES
Draped and skirted banquet tables are not permitted.
420.05.D LABELING AND SIGNAGE
Items that are not readily known, obvious to the guest, or that have a lid/cover are to be labeled using the Brand approved buffet labels and stands.
Label and stand options are listed in Food & Beverage Resources on the Lobby.
420.06 BUFFET OFFERING

The following items are required as part of the Breakfast at Hilton Core offering. Hot beverages must be provided through table service and refilled as
needed.
420.06.A COFFEE
Americas | Australasia | Europe | Middle East and Africa: Coffee must be freshly brewed.
Asia Pacific: Freshly brewed coffee must be offered. Specialty coffee (e.g., cappuccino) must be offered.
420.06.A.1 CAFFEINATED
420.06.A.2 DECAFFEINATED
420.06.B TEA
Selection of individual tea bags that best meets market demand.

420.06.C HOT CHOCOLATE
Must be available.
420.06.D SELF-SERVICE
Brand approved self-service hot beverage stations that include a fully automatic espresso unit, brewed coffee, hot water generator and a selection of
tea in addition to the required condiments may be considered as a complement to the required table service standards; however, it must not be used as
a substitute.
420.06.E MILK
MILK (minimum of 2) - hotel choice of milk that best meets local market demand (e.g., skim, 2%, whole), and one lactose free milk relevant to regional
needs.
420.06.F JUICE
JUICE (minimum of 3) - hotel choice that best meets local market demand. Juice must be placed on the buffet.
420.06.G WATER
Europe | Middle East and Africa: WATER
420.06.G.1 STILL
Europe | Middle East and Africa: Minimum of 1 still
420.06.G.2 SPARKLING
Europe | Middle East and Africa: Minimum of 1 sparkling
420.06.H WHOLE FRUIT
FRESH WHOLE FRUIT (minimum of 2) - local seasonal fruit whenever possible
420.06.I CUBED / SLICED FRUIT
FRESH CUBED/SLICED FRUIT (minimum of 3) - local seasonal fruit whenever possible
420.06.J DRIED FRUIT
DRIED FRUIT (minimum of 2) - hotel choice that best meets local market demand
420.06.K COLD CEREAL
COLD CEREALS (minimum of 4) - hotel choice that best meets local market demand. Kellogg’s and General Mills are recommended suppliers.
420.06.L MUFFINS / BREAKFAST BREADS
Asia Pacific | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: FRESHLY BAKED MUFFINS or
BREAKFAST BREADS (minimum of 2) - Hotel choice consistent with local custom and/or market demographics, e.g., Banana bread, Date bread,
Raisin bread, or other local sweet bread loaf/muffin, etc.
Canada | Guam | Puerto Rico | United States | Virgin Islands, U.S.: FRESHLY BAKED MUFFINS or BREAKFAST BREADS (minimum of 2) – Hotel
choice that best meets market need. e.g., Banana bread, Date bread, Raisin bread, or other local sweet bread loaf/muffin, etc.
420.06.M CROISSANT
ALL BUTTER CROISSANT
Freshly baked daily.
420.06.N BREAKFAST PASTRY
ASSORTED BREAKFAST PASTRY (minimum of 2) - hotel choice of fresh baked, locally sourced pastry
420.06.O SLICED BREAD
SLICED TOASTING BREADS (minimum of 2) - hotel choice that best meets local market demand
420.06.P SPECIALTY BREADS
SPECIALTY BREADS (minimum of 3) - hotel choice that best meets local market demand (e.g., Bagels, English Muffins, Baguettes, specialty loaf/
loaves)
Asia Pacific | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: SPECIALTY BREADS (minimum of 3) -
hotel choice that best meets local market demand (e.g., Bagels, English Muffins, Baguettes, specialty loaf/loaves)
420.06.Q SCRAMBLED EGGS
Asia Pacific | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: SCRAMBLED EGGS
Canada | Guam | Puerto Rico | United States | Virgin Islands, U.S.: SCRAMBLED EGGS: May be serviced thru a cooked to order station (Where
Available); However, when guest count exceeds reasonable production capabilities (LONG LINES BEGIN FORMING) of cooked to order station, a
chafing dish with Scrambled Eggs must be added to the buffet line to expedite service.
420.06.R BREAKFAST MEATS
Americas | Asia Pacific: BREAKFAST MEATS (minimum of 2) - must include:
Europe | Middle East and Africa: BREAKFAST MEATS (minimum of 2) - hotel choice consistent with local custom and/or market demographics
420.06.R.1 BREAKFAST MEAT #1
Bacon (18/22 per lb. count minimum)
420.06.R.2 BREAKFAST MEAT #2
Sausage - Hotel choice that best meets local market demand (minimum 1 oz. link)
420.06.S BREAKFAST STARCH
BREAKFAST STARCH: hotel choice that best meets local market demand (e.g., potatoes)
420.06.T YOGURT
YOGURT (minimum of 2) - one must be in 4 oz. or larger portion control packaging and second in bulk format. It is recommended that one of the two
options be Greek style yogurt.
420.06.U HOT CEREAL
HOT CEREAL (minimum of 1)
420.06.V GRANOLA / MUESLI
GRANOLA OR MUESLI (minimum of 1) - hotel choice of Granola or Muesli that best meets local market demand
420.06.W REGIONAL ITEMS
In addition to the above items, the hotel must provide the following:
420.06.W.1 HARD CHEESE
Asia Pacific | Europe | Middle East and Africa: HARD CHEESE (minimum of 1) - hotel choice that best meets market demand
420.06.W.2 SOFT CHEESE
Asia Pacific | Europe | Middle East and Africa: SOFT CHEESE (minimum of 1) - hotel choice that best meets market demand
420.06.W.3 COLD CUT / CURED / SMOKED MEATS
Asia Pacific | Europe | Middle East and Africa: COLD CUT / CURED / SMOKED MEATS (minimum of 2) - hotel choice that best meets market
demand
420.06.W.4 NUTS AND SEEDS
Asia Pacific | Europe | Middle East and Africa: NUTS AND SEEDS (minimum of 2) – hotel choice that best meets market demand
420.06.W.5 CONGEE
China | Mongolia: CONGEE (Minimum of 2)
Appropriate condiments for all items must be available and displayed based on regional market requirements.
India | Japan, South Korea & Micronesia: CONGEE (Minimum of 1)
420.06.W.6 DIM SUM
China | Mongolia: DIM SUM (Minimum 2)-hotel’s choice that best meets market demand e.g. Char Siu bao, Har gow, Slew Mai
420.06.W.7 FRIED RICE
China | Mongolia: FRIED RICE
420.06.W.8 WHITE RICE
China | India | Japan, South Korea & Micronesia | Mongolia: WHITE RICE
420.06.W.9 NOODLES
China | Mongolia: NOODLES (minimum of 2)
420.06.W.10 SOUP / BROTH
China | India | Mongolia: SOUP/BROTH (minimum 1) - hotel’s choice that best meets market demand.
420.06.W.11 HUMMUS
Arabian Peninsula & Indian Ocean | Egypt & Levant | Turkey: HUMMUS
420.06.W.12 TOMATOES
Arabian Peninsula & Indian Ocean | Egypt & Levant | Turkey: TOMATOES
420.06.W.13 CUCUMBER
Arabian Peninsula & Indian Ocean | Egypt & Levant | Turkey: CUCUMBER
420.06.W.14 FLAT BREAD
Arabian Peninsula & Indian Ocean | Egypt & Levant | Turkey: FLAT BREAD
420.06.W.15 OLIVES
Arabian Peninsula & Indian Ocean | Egypt & Levant | Turkey: OLIVES
420.06.W.16 LABNA
Arabian Peninsula & Indian Ocean | Egypt & Levant | Turkey: LABNA
420.06.W.17 INDIAN VEGETARIAN BREAKFAST
India: INDIA VEGETARIAN BREAKFAST (Minimum of 3) e.g Oats Idli
420.07 COOKED-TO-ORDER
COOKED-TO-ORDER STATION (Recommended)
If the hotel provides a cooked-to-order station with the Breakfast buffet, it must provide at a minimum the ingredients below:
NOTE: When a cooked-to-order station is not featured, eggs and omelets with choice of ingredients must be offered by the server at no additional charge.
420.07.A CHEESE
Hotel choice of cheeses (minimum of 2)
420.07.B PROTEIN
Hotel choice of proteins (minimum of 2)
420.07.C VEGETABLES
Hotel choice of vegetables (minimum of 4)
420.07.D EGGS
Eggs (Where available, pasteurized liquid eggs should be used to reduce the risk of food borne illness.)
420.07.D.1 EGG WHITES
420.07.D.2 WHOLE EGGS
420.07.E CONDIMENTS
The following must be conveniently located near the related food and beverage station:
420.07.E.1 SYRUP
PANCAKE SYRUP (Required when local hot selection choice would dictate use e.g., pancakes, French toast, waffles, etc.)
420.07.E.2 HONEY
HONEY (locally sourced/produced if available)
420.07.E.3 BUTTER
BUTTER (salted or sweet, portion control where required)
420.07.E.4 MARMALADE / CITRUS JAM
MARMALADE/CITRUS JAM (locally sourced/ produced when available)
420.07.E.5 RED FRUIT JAM
RED FRUIT JAM (locally sourced/ produced when available)
420.07.E.6 CREAM CHEESE
CRÈME CHEESE
420.07.E.7 BROWN SUGAR
BROWN SUGAR (Required when Hot Cereal option is steel cut oatmeal)
500 - WELLNESS AND RECREATION
WELLNESS AND RECREATION

500-
501.00 SWIMMING POOL AND WHIRLPOOL ........................................................................................................................... 500-2

502.00 FITNESS CENTER........................................................................................................................................................... 500-3
503.00 SPA................................................................................................................................................................................... 500-7
505.00 TENNIS FACILITIES ...................................................................................................................................................... 500-11
507.00 KIDS CLUB..................................................................................................................................................................... 500-12
501.00 SWIMMING POOL AND WHIRLPOOL

The pool, sauna, and whirlpool facilities must be open and accessible to registered guests from 6:00 a.m. until 10:00 p.m. daily, weather and climate
permitting.
The pool, sauna, and whirlpool facilities must be open and accessible to registered guests from 6:00 a.m. until 10:00 p.m. daily, weather and climate
permitting. Pool/Beach attendants must be available at minimum from 11:00 a.m. until sunset or 6:00 p.m. (whichever comes first).
501.02 SAFETY EQUIPMENT
The following equipment is required and must be provided for and/or readily available at the pool:
• One shepherd’s hook or reach pole
• One United States Coast Guard or International equivalent approved life ring or throw bag for each swimming pool
501.03 TEMPERATURE
All swimming pools must maintain appropriate temperatures:
501.03.A INDOOR POOL
Indoor pools must be maintained at a minimum of 83°F (28.3°C).
501.03.B OUTDOOR POOL
Outdoor pools must be maintained between 80°F - 89°F (26.7°C - 31.7°C). Locations where pool water temperatures will rise above 89°F (31.7°C) must
provide cooling systems to maintain pool water temperatures within the specified range.
501.03.C WHIRLPOOL
Whirlpools must be operated between the temperatures of 99°F - 103°F (37.2°C - 39.4°C). The water is never allowed to be in excess of 104°F (40°C).
501.04 CHEMICAL BALANCE

Chemical balance of the pool must be checked and ensured to be within guidelines prior to opening and thereafter. At a minimum, manual testing of the pool
and whirlpool water must be taken and recorded two times per day, or more frequently if required by applicable law.
501.05 UNDERWATER LIGHTING
Underwater swimming pool/spa light must be illuminated dusk to dawn with no exceptions.
501.06 ENTRANCE GATES
The entrance door to the pool area must have an electronic card key access lock. The pool area must be secured and accessible only to appropriate hotel
staff during off hours.
501.07 ANTI-VORTEX
The hotel must ensure that anti-vortex plates are replaced in accordance with manufacturer guidelines, typically every 5 years.
501.08 FURNISHINGS AND ACCESSORIES

501.08.A POOL TOWELS
Brand-approved pool towels must be available at all times during pool and/or beach operation. The pool towel must be a minimum size of 34″ or 35″ x
70″, 18 lb. / dozen (88.9 cm x 177.8 cm / 8.2 kg).
501.08.B TOWEL BIN
A towel bin must be provided for used towels.
501.08.C POOL FURNITURE
Cushions are required on all chaise lounges and chairs where a guest would be in direct contact with a hard surface (e.g., wood, hard resin, metal,
etc.). Fabric and/or woven sling style pool furniture is exempt. Replacement pool furniture must be approved through the Design Review Process.
Plastic pool furniture is not permitted. Furniture or décor constructed of or containing glass is strictly prohibited for use in the pool area.
502.00 FITNESS CENTER

All exercise equipment must be of commercial quality, as outlined in section 502.05. All clearances as specified by the manufacturer and as provided in the
approved layout must be maintained in accordance with the plans provided at installation.
The fitness center layout must be designed by a brand-approved equipment vendor and approved by Global Wellness. Installation guidelines, design &
construction standards, and refresh process guidelines are available on the Lobby in the Fitness Center Guidebook under My Applications or at
Fitness.Hilton.com. The hotel is responsible for initiating correspondence and directly coordinating with a brand approved equipment vendor to acquire a
fitness center layout, equipment matrix, and price quote.
502.01 HOURS OF OPERATION AND ACCESS
The fitness center must be open to guests 24 hours a day (unless accessed via the pool and/or operated by an approved third party), 7 days a week and
must be accessible via key card whenever not staffed. Where local law requires staff at the fitness center, minimum hours of operation must be from 6:00
a.m. until 10:00 p.m (6:00h - 22:00h).
The entrance door must be key card locked with the deadbolt feature disabled.
Guests 16 years of age and under must be accompanied by an adult (at least 18 years of age).
502.02 PRICING
Fitness center access and use must be complimentary for all guests. The hotel may only charge for fitness center access if it meets the requirements below:
• A fitness attendant must be stationed inside the fitness center at a minimum from 6:00 a.m. to 10:00 p.m. to provide assistance to guests.
• A certified personal trainer must be available upon request. Personal Training staff must hold certification from a nationally recognized organization (e.g.,
NASM, NSCPT, AFFA, ACE and PTA Global).
502.03 EMPLOYEES
All fitness center staff must be knowledgeable about how the fitness center equipment works and must hold such qualifications and licensure as required by
applicable local law for their position at the fitness center.
502.04 APPROVED LAYOUTS
The hotel must have a layout approved by Fitness and may not alter the floor plan in any way without prior approval from Fitness. The approved layouts by
Hilton Fitness supersede any minimum equipment requirements. The approved layout represents the final equipment mix and can contain additional
equipment in excess of the minimum equipment requirements to fit the space accordingly.
The Fitness Center layout must include the following zones:
502.04.A ENTRY ZONE
Fitness centers over 600 square feet must have a designated Entry Zone. The entry zone is to be clear of equipment and provide direct access to the
towel station.
502.04.B CARDIO ZONE
Cardio units grouped together facing the same direction.
502.04.C STRENGTH ZONE
Space for strength units.
502.04.D STRETCH ZONE
Open floor space designated for stretching is required. The Stretch Zone must be outside of transition areas and have adequate space for stretching
and utilization of core and balance equipment.
502.04.E FUNCTIONAL ZONE
Space for functional units. Fitness centers that do not currently provide a functional zone must install at the time of next refresh.
502.05 APPROVED EQUIPMENT AND VENDORS

Americas:
Precor and Life Fitness are the Brand approved fitness equipment suppliers. For assistance with approved layouts and a detailed list of equipment
requirements, please refer to Fitness.Hilton.com.
If the hotel has a LivingWell facility it may refer to the Lobby> Departments > Fitness And Spa > LivingWell for additional requirements.
All exercise equipment must be of commercial quality and of make and model as specified below. All clearances as specified by the manufacturer must be
maintained in accordance with the floor plan layout provided by the equipment manufacturer and as approved by Hilton Fitness Department.
Precor, Life Fitness and Technogym are the Brand approved fitness equipment suppliers. For assistance with approved layouts and a detailed list of
equipment requirements, please refer to Fitness.Hilton.com. If the hotel has a LivingWell facility it may refer to the Lobby> Departments > Fitness And Spa >
LivingWell for additional requirements.
502.05.A CARDIO
Americas:
EQUIPMENT SPECIFICATIONS
All cardio units must include integrated personal view screens. NOTE: Based on demand, it is recommended that the hotel provide a higher quantity of
treadmills.
• Commercial grade treadmills
• Cross-trainers
• Cycles (recumbent or upright) with integrated personal view screens.
Supplemental equipment for the cardio zone will be selected by the Hilton Fitness team as part of the approved layout process.
All core cardio equipment must be of the same brand. Mixing of brands within core cardio is not permitted.
EQUIPMENT SPECIFICATIONS
All cardio units must include integrated personal view screens. NOTE: Based on demand, it is recommended that the hotel provide a higher quantity of
treadmills.
• Commercial grade treadmills
• Cross-trainers
• Cycles (recumbent or upright) with integrated personal view screens.
Supplemental equipment for the cardio zone will be selected by the Hilton Fitness team as part of the approved layout process.
All core cardio equipment must be of the same brand. Mixing of brands within core cardio is not permitted.
502.05.A.1 CARDIO REPLACEMENT CYCLE
The hotel must complete a Fitness Center Refresh every 6 years in accordance with the following Refresh Guidelines available at Fitness.Hilton.com.
The full fitness center refresh will include cardio training equipment, core and balance accessories, design elements, and required FF&E.
502.05.B STRENGTH
Equipment specifications:
• Commercial grade dumbbells with urethane grips, in 5 lb. increments from 5 to 50 lbs.
• Dumbbell rack that can accommodate 10 pairs of dumbbells
• Adjustable bench
• All strength equipment must be of the same brand. Mixing of brands within strength is not permitted.
For new and replacement equipment, the hotel must transition to the below equipment specifications:
• Commercial grade urethane dumbbells, in 5 lb. increments from 5 to 75 lbs.
• Dumbbell rack that can accommodate 15 pairs of dumbbells
• Adjustable bench
• All strength equipment must be of the same brand. Mixing of brands within strength is not permitted.
502.05.B.1 STRENGTH REPLACEMENT CYCLE
The hotel must complete a Fitness Center Refresh every 6 years in accordance with the following Refresh Guidelines available at Fitness.Hilton.com.
The full fitness center refresh will include cardio and strength training equipment, core and balance accessories, design elements, and required
FF&E.
502.05.C STRETCH
"BASE” EQUIPMENT
• (1) Premium quality exercise mat
• (1) Stability ball with base

• (1) Medicine ball set (4, 6, 8 and 10 lbs.) with rack
“BASE+” EQUIPMENT (in addition to the “BASE” items listed above)
• Additional premium quality exercise mats
• Additional stability balls with bases
• Foam roller
• Trigger point roller
• Step360
REQUIRED EQUIPMENT (based on facility square footage)
• 799 sq. ft. and under = BASE
• 800 sq. ft. and above = BASE+
502.05.C.1 STRETCH REPLACEMENT CYCLE
Core and balance equipment must be replaced annually.

502.07 FURNISHINGS AND ACCESSORIES
502.07.A TOWEL STATION
A towel station must be provided. Refer to Fitness.Hilton.com for approved vendor and specifications.
502.07.B TOWELS
An adequate supply of hand towels must be provided in the towel station.
502.07.D CLOCK
A wall clock visible to all fitness center guests.
502.07.E WATER
Bottled water, water cooler with throwaway cups, or plumbed-in water fountain. Water cooler and/or plumbed-in water fountain must have efficient
drainage.
502.07.F HYGIENIC WIPES
Hygienic wipes intended for use within a fitness facility enclosed in a Brand-approved display container is required. Hygienic wipes must be:
• Virucidal
• Bactericidal
• Tuberculoidal
• Pseudomonical
• Free of Alcohol, Phenol, and Bleach
502.08 AMENITIES
502.08.A EARBUDS
Where Personal Viewing Screens (PVS) are installed, disposable ear buds must be provided free to guests. Earbuds must have a four foot cord,
impedence of 32 ohms and sensitivity of 102 decibels. Earbuds can be made available upon request with appropriate signage.
See Fitness.Hilton.com for Brand-approved earbuds.
Asia Pacific:
Where Personal Viewing Screens (PVS) are installed, disposable ear buds must be provided free to guests. Earbuds must have a four foot cord,
impedance of 32 ohms and sensitivity of 102 decibels. Earbuds can be made available upon request with appropriate signage. See Fitness.Hilton.com
for Brand recommended earbuds.
502.09 LOCKER ROOMS

If the fitness center has dedicated bathrooms and/or locker rooms, appropriate bathroom and shower amenities must be provided.
502.09.A ROBES / BATHROBES
(1) Robe / bathrobe (If not provided at registration desk)
502.09.F ADDITIONAL AMENITIES
Locker rooms must contain a weight scale.
503.00 SPA
All new spas or renovations of existing spas must have complete plans and specifications approved by Brand Management and Hilton Spa Team
(spaconcepts@hilton.com) prior to ordering materials or commencing construction.
All spa areas should remain clean, organized, clutter free at all times. Spa should be cleaned daily.
The following are the minimum spa requirements that the hotel must satisfy if it desires to refer to an onsite facility as a “spa.” All hotels with existing spa
facilities that do not meet all of the below must contact the Hilton Spa Team at spaconcepts@hilton.com.
NOTE: “eforea” designated spas must comply with the eforea spas Global Operating Standards Manual as provided by the Hilton Spa Team.
All new spas or renovations of existing spas must have complete plans and specifications approved by Brand Management and Hilton Spa Team
(spaconcepts@hilton.com) prior to ordering materials or commencing construction.
All spa areas should remain clean, organized, clutter free at all times. Spa should be cleaned daily.
If the resort has a spa, it must comply with the requirements in this section.
NOTE: “eforea” designated spas must comply with the eforea spas Global Operating Standards Manual as provided by the Hilton Spa Team.
If the resort does not have a spa, it must comply with the following requirements:
• The resort must have access to a licensed third-party vendor that provides basic massage services.
• Massage services must be provided for at least eight hours between the hours of 9:00 a.m. and 8:00 p.m.
• If the resort provides in-room massage services, it must hold appropriate levels of liability insurance.
• Guests must be able to reserve massage services through the resort’s Concierge, Vacation Planning Team or Guest Service Hotline.
• Resort guests must be able to charge services to their folio.
503.01 THIRD-PARTY OPERATORS
If the spa facilities are outsourced to a third-party operator, the Spa Operator must comply with all physical, cleanliness, and service Standards. Compliance
is also required with Brand mandated training. Third-party facilities are subject to periodic Quality Assurance inspections. The hotel is responsible for
ensuring compliance. The Brand will treat non-compliance with Brand Standards by a third-party operator as if the non-compliance were by the Owner.
The spa must be staffed 7 days a week and operate at a minimum of 8 hours per day. The spa reception must be staffed at all times during business hours.
503.03 AGE RESTRICTIONS
Minimum age for spa guests must be 16 years. Guests under the age of 16 years must be accompanied by an adult (at least 18 years of age).
503.04 FACILITY ACCESS
Spa use exclusivity: Only guests receiving a treatment or paying a daily facility use fee will be admitted into the spa. A personalized facility tour will be offered
to each spa guest receiving a treatment or using the spa facility for the first time.
503.05 CELL PHONE POLICY
All areas of the spa including locker and lounge areas are cell phone-free zones.
503.06 EMPLOYEE FOOTWEAR
Employee footwear must be soft soled to reduce noise within the spa (hard heels are prohibited).
503.07 OPERATIONS SOFTWARE AND BILLING
Spa Scheduling and POS software must be approved by the Hilton Spa Concepts Team (spaconcepts@hilton.com).
Guests must be able to charge spa services and retail purchases to their room folios.
503.08 TREATMENT OFFERING AND MENU
All treatments must be approved by the Hilton Spa Concepts Team (spaconcepts@hilton.com).
• A diverse spa menu should offer different modalities of massage; skincare and waxing services; body treatments such as wraps and scrubs; manicure /
pedicure; couples services; and outdoor treatments if applicable.
• Signature spa treatments and packages reflecting a sense of place and history of the geographic or cultural area may be offered, as approved by Hilton
Spa Concepts Team.
• The spa menu is required in all guest rooms as a stand-alone piece of collateral or included in the Guest Services Directory.
503.09 SAFETY AND SECURITY
503.09.A LICENSE AND CERTIFICATION
Spa operations must comply with local law and requirements for therapists and spa licensing (including but not limited to health codes and disability
regulations). All applicable Team Members must be certified and licensed according to local law. Copies of licenses must be available for review.
503.09.B EMERGENCY SYSTEMS
Effective emergency systems (fixed / mobile panic alarms audible to the main spa reception) must be provided in locker rooms that have sauna / steam
facilities.
503.09.C CODE OF CONDUCT
International Spa Association (ISPA) Code of Conduct must be followed.
503.09.D MATERIAL SAFETY DATA SHEETS
Material’s Safety Data Sheets (MSDS) must be available for all products and substances used in the spa.
503.09.E RISK MANAGEMENT
The spa must adhere to all Corporate Risk Management guidance.
503.09.F REGIONAL CUSTOMS
Spa operating standards must comply with specific regional customs and religious standards.
503.10 RETAIL
Retail offerings must be provided in the Spa Reception Area or in a dedicated retail boutique.
503.10.A PRODUCT OFFERING
Professional, proprietary, and other spa product offerings in the spa operations must be available for purchase and must be approved by the Hilton Spa
Concepts Team. Each product must be identified with a price label and have testers available to allow guests easy interaction with the products.
503.10.B GIFT CARDS / CERTIFICATES
Gift Certificates and/or gift cards must be available for purchase at the spa and through the spa’s booking site (if applicable).
503.11 LOCKER ROOMS

503.11.B LOCKERS
All lockers must include:
503.11.B.1 HANGERS
2 wooden hangers
503.11.B.2 ROBE / BATHROBE
1 robe / bathrobe (if not provided at registration desk)
503.11.B.3 SANDALS
1 pair of sandals (if not provided at registration desk).
503.12 RELAXATION LOUNGE AND WAITING AREAS

Relaxation Lounge and/or waiting areas must feature the following amenities:
503.12.A WATER
Water must be bottled or offered in a pitcher or dispenser. In addition, fruit or specialty infused water must be available.
503.12.B TEA
503.12.C SPECIALTY BEVERAGES
503.12.D SNACKS / FRUIT
Seasonal fruit
503.12.E READING MATERIALS
Reading materials to include gender-appropriate magazine selections with broad appeal to travel, wellness, economics, sports, or other relevant
themes approved by Hilton Spa Team, must be available.
503.12.F MUSIC
Soothing music to provide ambiance throughout spa. Music must remain consistent throughout the spa with the exception of the treatments requiring
treatment specific music selection. All treatment rooms must have individual volume controls if controlled by a master music system.
503.13 SHOWERS
A minimum of three shower amenities dispensed from wall-mounted units or custom-designed units within shower stalls must be provided and approved by
Hilton Spa Concepts Team (spaconcepts@hilton.com):
503.13.A SHAMPOO
503.13.B CONDITIONER
503.13.C SHOWER GEL
503.14 VANITY AREA

The following amenities must be placed in all Spa Locker rooms and readily accessible to all guests:
503.14.A HAIRDRYERS
Stored in a non-logoed hairdryer bag if in guest view, with adjustable blower, temperature control and ground fault interrupter—unless interrupter is built
into the wiring system.
NOTE: Wall mounted hairdryers are not permitted. All new hairdryers must be 1800 watts or greater.
503.14.B HAIR BRUSH
Disposable or barbicide safe is acceptable.
503.14.C COMB
Disposable or barbicide safe is acceptable.
503.14.D AEROSOL DEODORANT
503.14.E BODY LOTION
503.14.F MINT MOUTHWASH
503.14.G DISPOSABLE RAZORS
503.14.H SHAVING CREAM
503.14.K TOOTHBRUSH
This item is optional or may be available upon request.
503.14.L TOOTHPASTE
This item is optional or may be available upon request.
503.15 THERMAL AREA

503.15.B COLD WATER
Cold water with non-breakable glasses must be available near the steam room and sauna.
503.16 TREATMENT AREA

503.16.A TABLES
Treatment Tables must have the capability to be heated. Hydraulic Massage Tables are required in treatment rooms.
503.16.B ENVIRONMENT
All lighting, aromas, music, and temperature elements must be within the control of staff for the customization of each service.
503.16.C CLOCKS
Clocks must be unobtrusive and silent.

505.00 TENNIS FACILITIES
HILTON RESORTS:
If the resort is designated as All Inclusive, it must provide access to tennis courts (complimentary).
507.00 KIDS CLUB
HILTON RESORTS:
If the resort is designated as All Inclusive, a supervised kid’s club must be available and open at a minimum from 10:00 a.m. to 6:00 p.m. on a complimentary
basis. Babysitting services must be available 24 hours a day (additional fee may be applied).
600 - MEETINGS AND EVENTS
MEETINGS AND EVENTS

600-
601.00 GROUP AND MEETING INQUIRIES ............................................................................................................................... 600-2

602.00 MEETINGS GUARANTEE ............................................................................................................................................... 600-2
603.00 MEETING PREPARATIONS AND FACILITATION ........................................................................................................... 600-2
604.00 MEETING PLANNER SURVEY ....................................................................................................................................... 600-5
605.00 FOOD AND BEVERAGE.................................................................................................................................................. 600-5
606.00 UNIQUE MEETING CONCEPT ROOMS ......................................................................................................................... 600-6
601.00 GROUP AND MEETING INQUIRIES

601.01 MEETINGBROKER
Meetingbroker is an easy-to-use system that streamlines and simplifies the process for responding to many of the group requests for proposals (RFPs) that
are generated by Cvent, brand.com, Hilton Sales, Scout and Speed RFP.
The hotel must achieve a minimum score of 90% on the Global Sales/Opportunity Report for the past full six months. This score is calculated based on the
areas referenced below.
For property specific metrics, please refer to the LOBBY > REPORTS > HOTEL STATISTICS > “PULSE REPORT”.
The hotel must take action on all requests for proposals (RFPs) received via MeetingBroker within four business hours of receipt. Action is defined as:
• Assigning a property specific salesperson
• Turning the lead down
The hotel must update the status of the RFP throughout the booking process. For bookings or RFPs with past arrival dates, the statuses below must be
applied based on the system used by the hotel:
• Delphi-integrated:
• Definite
• Turned Down
• Cancelled
• Simplified User Experience (SUE):
• Win
• Did not Win
The hotel must enter business data actuals for all definite MeetingBroker generated bookings within five business days following the program’s conclusion.
601.02 CONTRACTS
A clearly prepared contract of service specifications (e.g., telecommunications and group resume) must be drafted with the client so that both the client and
hotel have an accurate understanding of expectations, in order to avoid any dissatisfaction during the scheduled event. Distribution of banquet event orders
must be completed and distributed to customers and internal departments 7 days prior to group arrival and as soon as possible for meetings scheduled within
7 days.
Please refer to THE LOBBY > DEPARTMENTS > SALES > GLOBAL CONTRACTING for additional tools, resources and templates.
602.00 MEETINGS GUARANTEE

Meeting services must be included in the Brand’s “Make it Right” commitment.
603.00 MEETING PREPARATIONS AND FACILITATION
If meeting service is outsourced to a third-party operator, the operator must comply with all physical, cleanliness and service standards and is subject to
periodic QA inspections. The hotel is responsible for ensuring compliance. Non-compliance with Brand Standards by a third-party operator constitutes non-
compliance by the hotel. Third-party operators must provide guests the ability to settle charges to their guest room folio.
Meeting rooms must be completely set according to client specifications and ready for use 1 hour prior to meeting start time, including proper control quality
check of sound, lighting, audiovisual and HVAC. The hotel must have software to support viewing of meeting space usage, printing of banquet event orders,
and generation of meeting room floor diagrams.
603.01 MEET WITH PURPOSE
Asia Pacific: The below standard is mandatory for all Hilton managed hotels. Franchised hotels may implement at their discretion.
The hotel must be able to offer “Meet with Purpose” when promoting meetings & events. Inspired by “Travel with Purpose”, “Meet with Purpose” enables
properties to offer eco-friendly practices and balanced choices for meeting participants. For program details, please refer to https://lobby.hilton.com/
departments/globalsales/Pages/AsiaPacificSales/Meet%20With%20Purpose/MeetWithPurpose.aspx.
Europe | Middle East and Africa: The below standard is mandatory for all hotels with 5,000 sq ft of meeting space or greater.
The hotel must incorporate “Meet with Purpose” in every meeting and event. “Meet with Purpose” highlights socially and environmentally responsible ways for
planners to reduce waste, improve efficiencies and incorporate well-being into their meetings.
Please refer to the “EMEA Meet with Purpose Playbook” for the Operations, Marketing and Sales requirements of this program.
PATH: THE LOBBY > BRANDS > [HOTEL BRAND] > PRODUCT & SERVICE INITIATIVES > MEET WITH PURPOSE
Compliance is due March 1, 2020.

603.02 MEETING AMENITIES
When provided for meetings and events, the hotel must use the approved templates available on marKIT for the below items:
603.02.A BEVERAGE SERVICE
603.02.A.1 WATER
Water (fruit infused, sparkling, or still) must be available in all meeting rooms. Compliance is required by December 31, 2021.
603.02.A.2 GLASSWARE
Glassware must be a minimum of 6 oz. high-quality acrylic. Brand-approved disposable glassware may be used for groups over 250 attendees or
upon request. Styrofoam is not permitted. Compliance is required by December 31, 2021.
603.02.A.3 PITCHERS / DISPENSERS
For meetings consisting of 20 attendees or less, water must be provided in glass, high-quality acrylic, or stainless steel pitchers placed on trivets. For
meetings consisting of more than 20 attendees, high-quality decorative or covered water dispensers must be available. Back of the house equipment
may not be utilized for guest use. Compliance is required by December 31, 2021.
603.02.B CANDY / MINTS
If provided, candy or mints must be individually wrapped.

603.02.G DESK BLOTTERS
603.02.H WIFI INSTRUCTIONS
Instructions on how to connect to WIFI (available on marKIT) must be clearly visible. Compliance is required by December 31, 2021.
603.02.I POWER OUTLET
For meetings consisting of 20 attendees or less, the following must be available at a minimum of one hour prior to the contracted start time:
• Equipment so that each meeting attendee has access to at least one (1) power outlet. Power must be accessed by wall power outlets or (if required)
power extension equipment such as power strips, extension cords, or modular power distribution towers. Power and cable outlets and cords must be
concealed from view using cable management.
603.03 LINEN
When used, linen must not be wrinkled or excessively creased and must be consistently draped parallel to the floor, or as specified.
603.04 WASTEBASKET / RECYCLING
Large waste bin. If recycling service is available, compartments for recycling paper, cans, and bottles must be provided.
603.05 AUDIOVISUAL
Audiovisual and telecommunications equipment must be set according to customer specifications. Equipment must be tested for functionality, at minimum,
one hour prior to contracted start time.
A qualified technician to be available upon customer request to provide instruction on use, make repairs or fulfill replacement of non-functioning equipment.
Delivery time for equipment that cannot be secured is to be coordinated in advance with customer.
The hotel must have the following audiovisual equipment available at the hotel, or through an outside vendor, upon 24-hour notice:
603.05.A TELEVISIONS
HD televisions
603.05.B PODIUM / LECTERN
Podium and/or lectern
603.05.D MICROPHONES
Microphones – lectern, table, hand-held, and lavalier (wired and wireless)
603.05.F PROJECTOR
LCD projector and projection screen
603.05.G EXTENSION CORDS
603.05.H POLYCOM
Polycom conferencing call unit or similar product must be available
603.05.I ACCESSORIES
• Adaptors that allow connectivity between a variety of devices (e.g., Apple, PC, Android, etc.).Wireless screen sharing capability is preferred. Wired
options are permitted.
• Compatible accessories such as Slide Clickers, Laser Pointers, etc.
PATH: THE LOBBY > PRODUCT INNOVATION > MEETINGS & EVENTS > TECH CATALOG ORDERING GUIDE

603.07 VISUAL AIDS
The hotel must have the following audiovisual equipment available at the hotel, or through an outside vendor in a reasonable timeframe (compliant with
603.06):
• Visual aids including whiteboards, easels, and paper flip charts or digital flip charts. Paper flip charts must be unused and applicable markers and erasers
must be in acceptable working condition.
603.08 MANAGER PRESENCE
An Event/Meeting Manager or supervisor must provide a means of direct communication (such as email, phone, or text messaging application compliant with
709.04) to the event facilitator that may be used from within the event space.
Guest requests, inquiries, problems or complaints received by the Event/Meeting Manager must be responded to and dealt with to the satisfaction of the
guest within 15 minutes, or within a reasonable timeframe committed to by the Event/Meeting Manager when more time is needed.
604.00 MEETING PLANNER SURVEY

All hotels with 5,000 sq. ft. of meeting space or greater must participate in the Meeting Planner Survey (MPS). This program allows properties to capture
feedback from all meeting planners on key performance drivers. Please refer to the Help Desk in SALT reporting for more information.
Catered meal functions and refreshment breaks must be served according to client specifications, at the times requested, with staff and food and beverage
ready to serve no later than 15 minutes prior to start time.
605.01 MENUS
Banquet menus must feature hot, cold, and vegetarian options for all meal periods and must take into consideration local and international tastes as well as
dietary needs (e.g., Gluten-Free, Kosher, etc.). Tiered pricing categories must be established to meet a variety of price points. Please refer to marKIT for
customizable menu templates and Brand-approved vendor options.
605.01.A LANGUAGES
The hotel must be able to assist with menu translations (in-house or through an outside service) upon request.
605.02 MANAGER PRESENCE

An Event/Meeting Manager or Supervisor must be active and visibly engaged throughout scheduled events.
606.00 UNIQUE MEETING CONCEPT ROOMS

A minimum of 2 meeting rooms or 10% of the meeting room count (whichever is higher; excludes ballrooms and pre-function space), must be brand-approved
Unique Meeting Concept Rooms.
The hotel may opt to utilize a Brand-developed concept (refer to THE LOBBY > PRODUCT INNOVATION > MEETINGS & EVENTS for more information on
brand-developed concepts) or implement an alternative meeting room concept. All briefs and plans must be reviewed and approved by Hilton Brand and
Regional Architecture Design and Construction prior to commencement of any work.
700 - BUILDING OPERATIONS AND INFRASTRUCTURE
BUILDING OPERATIONS AND INFRASTRUCTURE

700-
701.00 CALL ACCOUNTING SYSTEM........................................................................................................................................ 700-2

702.00 PRIVATE AUTOMATED BRANCH EXCHANGE .............................................................................................................. 700-2
703.00 VOICE MESSAGING SYSTEM........................................................................................................................................ 700-4
704.00 WAKE-UP CALLS ............................................................................................................................................................ 700-5
705.00 ON-PROPERTY SALES AND EVENT EXECUTION SOFTWARE..................................................................................700-6
706.00 POINT OF SALE SYSTEM............................................................................................................................................... 700-6
707.00 PROPERTY MANAGEMENT TECHNOLOGY ................................................................................................................. 700-7
708.00 EMAIL ACCOUNTS.......................................................................................................................................................... 700-9
709.00 DIGITAL.......................................................................................................................................................................... 700-10
710.00 INTERNET ACCESS...................................................................................................................................................... 700-12
711.00 PUBLIC SPACE MUSIC AND ON-HOLD MESSAGING ................................................................................................700-14
712.00 TELEPHONES ............................................................................................................................................................... 700-15
713.00 TELEVISIONS ................................................................................................................................................................ 700-18
716.00 GUEST LAUNDRY ......................................................................................................................................................... 700-28
718.00 PUBLIC RESTROOMS .................................................................................................................................................. 700-28
719.00 SMOKING POLICY ........................................................................................................................................................ 700-29
721.00 ENGINEERING AND MAINTENANCE........................................................................................................................... 700-30
722.00 HOUSEKEEPING........................................................................................................................................................... 700-30
723.00 BUILDING EXTERIOR AND GROUNDS ....................................................................................................................... 700-33
725.00 SUSTAINABILITY........................................................................................................................................................... 700-34
726.00 SIGNAGE ....................................................................................................................................................................... 700-36
728.00 AUTOMATED TELLER MACHINE (ATM) ...................................................................................................................... 700-38
729.00 BUSINESS CENTER...................................................................................................................................................... 700-39
701.00 CALL ACCOUNTING SYSTEM

A Call Accounting system approved for interface to the Hilton approved PMS must be provided, to accurately record and post calls to the guest folio.
The Call Accounting system should support “Answer Supervision,” to ensure only answered calls are billed to guest folios.
Guest and Administration calls should be separately partitioned, to accurately charge guest folios, and provide appropriate cost information for Administration
calls.
The Call Accounting system must accurately report taxes collected by local or regional taxing authorities.
701.01 FEATURES
A Call Accounting System must be provided with the following features:
701.01.A PMS INTERFACE
Interface with PMS for quick and accurate posting of telephone revenue. Call Records must be able to identify each call as either Local, Intrastate,
Interstate, or Foreign (minimum requirement).
701.01.B REVENUE AUDITS
Balance telephone system revenues with PMS audits.
701.01.C REMOTE ACCESS
Remote dial-up access for rate table and other software changes.
701.01.D CALL POSTING
Allow call posting from both lines if guest room or suite has 2 telephone lines.
701.01.E BILLING
In concert with the PBX and SIP or T1 trunks, the Call Accounting System should provide positive Answer and Disconnect Supervision, to ensure
accurate billing of calls. If the Call Accounting system must use billing timers, it must have the timer set at a minimum of 10 seconds for “Directory
Assistance,” 25 seconds for “Local,” and 45 seconds for “Long Distance” before charges for the telephone call may begin.
701.01.F PARTITION
Partition between guest and administration to ensure that guests are accurately billed and that administrative use can be accurately reported.
701.01.G MAINTENANCE AND DIAGNOSTICS
Dedicated telephone line for remote maintenance and diagnostics.
702.00 PRIVATE AUTOMATED BRANCH EXCHANGE

The hotel must have a digital private automated branch exchange (PBX) telephone system that provides the following features:
• PBX
• Voicemail
• Call Accounting and guest room handset. Preferred vendor information can be found on the Lobby.
HOSTED OR HOTEL-BASED PBX SYSTEMS
The hotel must have a Hosted or On-Property PBX system approved for connection to Hilton’s specified Property Management System and must provide the
following features:
702.01 FEATURES
Hosted or On-Property PBX solutions must be capable of the following:
702.01.A EMERGENCY SERVICES
Any Guest, Public, or Administration telephone must allow direct calls to outside Emergency Responders (i.e., 911, 999, etc), and satisfy the following 3
conditions:
• Direct dial to the local Emergency Service without having to dial an access code first (e.g., 9+911 is not acceptable).
• “Ring-down” phones (typically used to prevent house phones from calling guest rooms) must be replaced or reprogrammed to allow users to dial ER
calls, as above. Ring-down phones are only allowed where they are mandated by the Authority Having Jurisdiction (AHJ), and are solely for making
Emergency Services calls.
• The call must be allowed, regardless of any other restriction on the telephone (i.e., vacant room, house phone, local calls only, etc.)
702.01.B EMERGENCY NOTIFICATION
Canada | Puerto Rico | United States:
Upon replacement, any Emergency Service call must automatically notify appropriate staff of the Extension number and any associated Name of the
phone line placing the Emergency Service call.
This notification must be provided the moment the call is dialed. Reporting the event after the call (as is sometimes done via call accounting systems) is
an additional option that may be employed, but does not substitute for this initial notification.
Notification (minimum compliance) is to a dedicated Emergency Telephone at a location staffed 24 hours a day, 7 days a week. This may be a staffed
Security office or Front Desk location. The Emergency Telephone is only for Emergency Notification. The hotel switchboard cannot be the only point
used for Notification.
702.01.C PMS INTERFACE
Interface with PMS to provide guest name display, maid codes and phone on/off functionality
702.01.D ROUTING
Least-cost routing/automatic route selection
702.01.E STATION MESSAGE DETAIL RECORDING
Station Message Detail Recording (SMDR)
702.01.F NOTIFICATION LIGHT
Message waiting notification light
702.01.G TOLL FREE PROGRAMMING
Toll-free area code programming
702.01.H NETWORK CONNECTION
Ability to connect to a T-1 or equivalent dedicated network using internal equipment
702.01.I CALL RESTRICTIONS
Call restriction capabilities for fraud prevention

702.01.J BATTERY BACKUP
A minimum of 2 hours of battery backup
702.01.K SOFTWARE UPDATES
PBX software must be regularly updated to allow guest access to new area codes and exchanges (prefixes).
702.01.L HARDWARE DISPLAY
The PBX switchboard and all administration telephones used to connect with guests must have a multi-character visual display, showing the calling
guest's name, in order to provide enhanced customer service.
702.01.M DIRECT DIAL
Direct dial to the local Emergency Service without having to dial an access code first
702.01.N GUEST SERVICE HOTLINE
• The PBX switchboard service must be operated 24 hours a day
• A Guest Service Hotline must be installed in the hotel’s telephone system and be available in all meeting rooms and guest rooms of the hotel.
• The use of International Multi-Lingual Operator Services is not allowed without prior Brand Management approval through the waiver process. Where
approved for use, International Multi-Lingual Operator Services fees must be clear and transparent to guests at time of using the service.
• External Callers may be greeted with an Automated Attendant. Internal calls into the PBX switchboard shall be answered in person.
• Automated Attendant systems must never allow the caller to “dial by name” or “dial by extension” and the menu must be limited to four choices.
(“Reservations” and “Guest Service Agent” must be available.) Hotel-controlled menu must never lead to additional menus.
• During business hours, incoming calls must not be automatically forwarded into voice mail. After business hours, only external incoming calls may be
directed into voice mail, with the only option being to return to the operator.
• All calls must be answered within three rings.
• Pre-recorded voice messages must be short and professional, stating team member name, position, department and the option to dial ”0” for
operator assistance.
• Recommended features for Telephone Switchboards:
• Provide a minimum of 6 answering keys, transfer, hold, and conference-calling functions.
• Allow use of handsets or headsets to enhance employee productivity.
• Allow manual activation/deactivation of message waiting lamps when the Property Management System Interface is not functioning.
• Allow manual activation or restriction of telephones when the Property Management System Interface is not functioning.
703.00 VOICE MESSAGING SYSTEM

703.01 MINIMUM REQUIREMENTS
The Voice Messaging System (voice mail) must meet the following minimum standards:
703.01.A SYSTEM
An efficient voicemail/messaging system must be part of the standard telephone system. Easy-to-understand operating instructions for its use must be
posted on the telephone faceplate.
703.01.B PBX INTERFACE
Interface directly with the PBX for accurate and timely message delivery.
703.01.C PMS INTERFACE
Interface with PMS via the PBX-to-PMS interface or directly to PMS via the approved interface specification to provide mailbox open/close at checkout.
703.01.D PARTITION FUNCTIONALITY
Provide the ability to partition the system between administration and guest. This will ensure that guests can easily retrieve messages and provide team
members with additional features.
703.01.E ACCESS PORTS
Have a minimum of 4 access ports exclusively available for recording and playing messages, and 40 hours of storage or equivalent, based on data
storage technique.
703.01.F MESSAGE LAMP
Allow manual activation and deactivation of message waiting lamp.
703.01.G OPERATOR ACCESS
The hotel operator must log into the guest’s mailbox and use a password that is unique to that guest and/or room to then connect the guest to their
voice messages. For security reasons, the passwords may not be given out to any guest.
703.01.H GUEST ACCESS
Guests must have access to their voice messages from their guest room telephone without having to input “login” codes. When away from their guest
room, guests must be directed to the hotel operator for assistance.
703.01.I INSTRUCTIONS
Instructions for proper usage of the voicemail system must be clearly posted by the telephone in each guest room, unless instructions are in the
voicemail system itself.
704.00 WAKE-UP CALLS

Guest programmable wake-up calls via confirmation tones or voice prompts are required. If confirmation tones are used, instructions must be available in
each guest room/suite. If guest programmable wake-up calls are not provided, then the hotel must provide a manual wake-up call service through Guest
Services.
704.01.A GUEST ACCESS
In addition to placing wake-up call requests with the hotel operator, guests must be able to access the hotel wake-up service utilizing their guestroom
telephone to input their own request directly.
704.01.B INSTRUCTIONS
Instructions for proper use of the wake-up service must be provided in the wake-up service system itself in a language preference as designated by the
guest upon check-in.
704.01.C AUDIT
The hotel must audit the wake-up service to track and monitor the status of all wake-up calls programmed directly by the guests themselves.
704.01.D CAPABILITIES
The wake-up service must be capable of placing wake-up calls (5 rings plus announcement time) to, at minimum, one-half of all guest rooms within a
single 10-minute period. Unanswered wake-up calls must be automatically retried a second and a third time at 5-minute intervals. If a call is still
unanswered, the wake-up system must notify the hotel operator who will then take what action is dictated by hotel security procedures.
705.00 ON-PROPERTY SALES AND EVENT EXECUTION SOFTWARE

The hotel must utilize the Hilton configuration of Delphi.fdc, a cloud-based sales and catering system that is built using functionality based on the Salesforce
technology platform.
If the hotel has existing sales and event software or is operating manually, it must sign up for the Hilton configuration of Delphi.fdc by December 31, 2019.
New opening and conversion hotels must implement the Hilton configuration of the Delphi.fdc solution at the time of opening or transition.
For additional information on the approved solution, please refer to the Sales Systems Library on The Lobby.
PATH: THE LOBBY > DEPARTMENTS > SALES > SALES SYSTEM LIBRARY > DELPHI.FDC
706.00 POINT OF SALE SYSTEM

706.01 SYSTEM REQUIREMENTS
The hotel may elect to install a point-of-sale (POS) systems, which include, but are not limited to systems such as Food & Beverage, Retail/Merchandise, Car
Park, and Spa. If a POS solution is used, it must be a solution that is included on the current Hilton-Approved solutions list and have one Brand approved
point-of-sale (POS) interface software program for the property management system.
706.01.A COMPLIANCE AND CERTIFICATION
The system must comply with all laws and regulations relating to information or data security and be installed to comply with Hilton's Information
Security Standards, as published on the Lobby. Hotels must ensure applications are current and possess a current certification (e.g., PA-DSS), if
applicable. Hotels must maintain applications, periodically upgrading to current versions. Applications subject to PA-DSS certification must be upgraded
within 12 months after the application is no longer authorized for new deployments.
706.01.B WORKSTATIONS
The POS server, workstations, and credit card gateway server must be configured and/or upgraded to meet current Hilton Network POS LAN
Standards for their region.
706.01.C WIRELESS / MOBILE DEVICES

All wireless or mobile POS devices must be configured and/or upgraded to meet current Hilton Network POS LAN Standards for their region.
706.01.D HOSTED / ABOVE-PROPERTY DEVICES
All on-property POS devices that are used in a Hosted or above-property POS solution must be configured and/or upgraded to meet current Hilton
Hosted POS LAN Standards.
706.01.E POINT OF SALE (POS) SYSTEMS PAYMENT PROCESSING
All POS payment processing devices must be installed, configured, and/or upgraded to meet current Hilton Hosted POS LAN Standards.
706.01.F SUPPORT AND MAINTENANCE
All properties which elect to install a POS solution must maintain a support agreement with the solution provider to cover, at a minimum, application
software and server hardware.
707.00 PROPERTY MANAGEMENT TECHNOLOGY

The hotel must install the required business software as mandated by Hilton. The required business software is subject to change at any time. The hotel must
use the defined technology system for the country in which the hotel is located as currently mandated by Hilton. The system must be installed to comply with
Hilton’s Hotel Information Security Standards, as published on the Lobby.
The system will perform the following functions as outlined in the subsections below:
707.02.A RESERVATION SYSTEM INTEGRATION
Provide real-time integration with the Hilton reservation system that supports all current and future reservation functions and procedures.
707.02.B CAPABILITIES
Maintain guest room status, provide automated guest folio and accounting capabilities and provide a level of guest service required to maintain and
conform to all standards.
707.02.C DATABASE INTEGRATION
Integrate with and provide timely data to Hilton’s centralized database for system statistics and financial data analysis.
707.02.D MARKETING PROGRAM SUPPORT
Support all current and system-wide marketing programs.
707.02.E REVENUE MANAGEMENT SYSTEM INTEGRATION
Provide a fully-integrated revenue management system which analyzes historical data and current booking activity and provides strategies to achieve
the highest possible revenue. All hotels must comply with the documented business practices designed to optimize revenue management system
performance.
707.02.F AREA NETWORK CONNECTION
Connect to the Hilton Wide Area Network service through approved vendor for secure access to Hilton's online services.
707.02.G INTERNET ACCESS
All workstations on the Hilton network must have access to the Internet.
707.02.H MAINTENANCE AND REPLACEMENT CYCLE
Hilton operates a mandatory hardware refreshment program, details of which are outlined in your HITS agreement. This will ensure that the hotel's
hardware technology platform will remain current and consistent across the Brand. The current equipment model deployed at the hotel during refresh
becomes the minimum equipment standard for the hotel.
Once Hilton has notified the hotel that a system upgrade or refresh is required, the hotel must support the upgrade within 1 month or an alternative
timeline specified by Hilton.
All equipment on the Hilton network must be covered by a hardware maintenance and support contract.
707.03 TECHNOLOGY ENVIRONMENT

707.03.A CERTIFIED AND APPROVED HARDWARE
The hotel must utilize authorized equipment for Hilton systems that is Hilton certified and approved, and supported by its device manufacturer, to run all
software provided via the HITS Agreement. Failure to maintain this Brand Standard could reduce the hotel's ability to install or operate Software
upgrades necessary for maintaining efficient, secure, and reliable HITS Information System.
707.03.C HILTON INFORMATION TECHNOLOGY SYSTEMS AGREEMENT
The hotel must have fully executed and valid Hilton Information Technology Systems Agreement and associated licenses for the Proprietary and
Certified Third-Party Software.
707.03.D CALL ACCOUNTING INTERFACE
The hotel must have one call accounting interface software program for Hilton approved PMS to interface to an approved third-party call accounting
system.
707.03.E PRIVATE BRANCH EXCHANGE INTERFACE
The hotel must have an interface for the Hilton PMS to the PBX through the Call Accounting Software.
707.03.F VOICE MESSAGING SYSTEM SOFTWARE
The hotel must have one voicemail interface software program for Hilton PMS to interface to an approved third-party voicemail system.
707.03.G DOOR LOCK INTERFACE
The hotel must have a door lock interface software program that will allow the hotel to program keys via Hilton PMS. This system must interface with an
approved RFID locks system.
707.03.H CREDIT CARD INTERFACE
In addition, where it is available by local or regional banking and information technology governance, the hotel must install an approved credit card
interface system that will authorize and process all credit card charges.
707.04 THIRD-PARTY COMPUTER EQUIPMENT AND SOFTWARE

Except in cases where the hotel has arranged for support from or via Hilton, (e.g., via a Hotel Management Agreement), use of Uncertified Software and/or
Unauthorized Equipment, as defined in the Hotel Information Security Standards, on the Information System is prohibited.
NOTE: Any Uncertified Software and/or Unauthorized Equipment connected to the Information System is prohibited and must be removed. Hilton will not be
responsible for the cost associated with removing Uncertified Software and/or Unauthorized Equipment.
The hotel must neither attach nor use Uncertified Software and/or Unauthorized Equipment with the Hilton PMS Technology. The hotel may not install
Uncertified Software on Hilton Managed Technology. The HITS Agreement identifies the Proprietary and Certified Third Party Software permitted to operate
on Hilton managed technology assets (e.g, the HITS Information System). Failure to follow this Brand Standard will void any maintenance agreement with
Hilton or its affiliates or subsidiaries and the hotel will be solely responsible for all repair or replacement expense of the Information System.
The hotel may not install any Uncertified Software and/or Unauthorized Equipment that would allow access to the Hilton network from an untrusted source
including, but not limited to: the Internet, cellular/mobile network, owner/franchise network, Guest Internet Access, or Meeting Space Internet Access network.
Firewalls and other devices installed on the Hilton network must be Authorized Equipment. hotel systems connected to the Internet, cellular/mobile network,
Guest Internet Access network, or Meeting Space Internet Access network must be architected in consideration of the network trust level and the Hotel
Information Security Standards.
Ethernet connections are the required standard for the Hilton Information Systems.
For any software application that is approved to be used on the Hilton Information System, the hotel must have proof of legal licensing for that software
application.
Hotel shall provide for technology currency. Technology must be at a level supported by its manufacturer or a manufacturer approved vendor. Technology
includes all hotel technology at all technology layers (e.g., including but not limited to physical equipment such as servers, workstations, and devices such as
digital signage and cameras, as well as software including firmware, operating systems, databases, and applications). All technology must have current
maintenance agreements with a current license that provides for legal operation of the technology.
Proprietary Certified Third Party Software is considered current once certified by Hilton. As Software ages, different versions are certified and older versions
become no longer certified. Hotel must operate Software versions as directed by Hilton.
The hotel shall maintain a technology plan and forecast. The hotel shall review the Technology Hotel Budget Guidelines annually and update its plan and
forecast accordingly, in consideration of the Guidelines as well as technology that is specific to the hotel that may not be included in Hilton's overall
Guidelines.
708.00 EMAIL ACCOUNTS

708.01 MINIMUM NUMBER OF ACCOUNTS
Three email accounts are assigned per hotel by Hilton.
At minimum one email account must be associated with the CTYHOCN_GM@hilton.com email account. This can be established by assigning the account
through the OnQ identity site at ID.hilton.com. The hotel must check their email account on a daily basis.
708.02 COMMUNICATION ON BEHALF OF THE HOTEL
Email accounts are established as follows: FirstName.LastName@hilton.com.

At minimum one email account must be associated with the general email account. This can be established by assigning the account through the OnQ
identity site at ID.hilton.com. The hotel must check the email account on a daily basis.
708.03 PRINCIPLE CORRESPONDENTS OR DESIGNEE
Principle correspondents or appointed designee must provide a valid e-mail address to the Brand Management Team. The Brand Management Team must
be notified in writing within 10 business days of a change in the principle correspondent or designee email address.
709.00 DIGITAL
709.01 DIGITAL CHECK-IN
The hotel must comply with all aspects of the Digital Check-In program as stated in the Hilton Digital Change Management Guide. This service is available to
all Hilton Honors guests beginning at 6:00 a.m. local time on the day prior to arrival until midnight on the day of arrival.
709.02 DIGITAL KEY
The hotel must comply with all aspects of the Digital Key program as stated in the Hilton Digital Change Management Guide.
Room key card models identified as insecure by Hilton and / or contain significant security vulnerabilities are prohibited. At this time, this includes, but may
not be limited to, the “MIFARE Classic” key card model.
709.02.A APPROVED LOCKS
Electronic locksets must be procured from Hilton-approved solutions list located on The Lobby.
PATH: THE LOBBY > DEPARTMENTS > INFORMATION TECHNOLOGY > PAYMENTS, POS & OPERATIONS SOLUTION > APPROVED
SOLUTIONS > REGISTRATION & KEY SYSTEMS
Electronic locksets must have the following minimum features:
• A mechanical override (hard key) is not allowed
• An encoded card key/fob must be used for operation
• An audit/interrogation feature must be provided
• The deadbolt must be engaged by a turn piece on the inside of the guest room
• The deadbolt and latch bolt must both retract when the inside lever is turned
• Corridor side lever must remain in horizontal position when not in operation, and inside guest room lever must remain in perpendicular position when
not in use
• RFID/Radio frequency identification (contact-less) locks are required and must have Hilton BLE compatibility for integration with the Hilton ‘Straight to
Room’ program
Existing hotels must comply with the following standards as they apply to installation/replacement and preventative lock maintenance.
709.02.B INSTALLATION / REPLACEMENT
New build or hotel conversions that begin construction or purchasing of Furnishings, Fixtures and Equipment must install Digital Key enabled locks (if
available).
The hotel must install approved Digital Key Enabled locks at the time of PIP, renovation or replacement.
Replacement locks must be Digital Key enabled.
Canada | United Kingdom | United States:
If the hotel’s current lock system is compatible with the Brand approved Digital Key broker (as determined by the implementation project manager). The
hotel must utilize a Hilton approved vendor for installation.
If the hotel’s lock system exceeds 10 years of age and is deemed not capable of accepting a Digital Key broker or is not compatible with the Digital Key
technology, the hotel must replace the current system with an approved solution.
709.02.C VENDING AND SERVICE AREA ACCESS
Digital Key guests must be able to access all vending/guest service areas that are accessible by guest room key cards (if applicable). Entry must be
Digital Key-enabled or key access restriction must be removed.
709.02.D PARKING INTEGRATION
If the hotel has a secured self-parking facility and has installed Digital Key, the hotel must install the Digital Key Parking Solution regardless of parking
facility ownership.This parking solution will allow guests to enter and exit the parking facility with their Digital Key. The hotel is responsible for
purchasing Hilton's approved Digital Key parking hardware and contracting with their hotel's parking system service provider to implement this solution.
NOTE: Hotels that have not yet gone live with Digital Key must implement the parking solution during their Digital Key installation. For information on
how to order and install, Digital Key Process Guide.
709.02.E PREVENTATIVE MAINTENANCE
The hotel must comply with the lock manufacturer guidelines as they apply to ongoing preventative maintenance (e.g., battery replacement, software
upgrades, etc.). Battery replacement must be completed on a 12-18 months rotation, or as needed. Software / firmware updates must be completed no
later than the time frame listed in the chart below, once notified by Hilton IT or by the vendor.
• 1 - 399 Digital Key Locks: 7 - 14 Days
If a hotel has not completed its firmware update within 90 days after their allotted time listed above, the Hilton Digital Team reserves the right to update
the hotel's firmware at the hotel's expense of $15.00 per lock, plus a $750 trip fee, and additional travel expenses.
In addition, the hotel must maintain the Digital Key Tool Kit (DKTK) otherwise known as the Broker Management Kit (BMK) supplied during installation.
The hotel must ensure that the BMK unit is stored in a secured location. Applicable team members must be trained on how to access Digital Key
systems.
709.02.F INTERFACE SOLUTION
The hotel must maintain a working Key Service Interface solution that connects their lock vendor solution to Hilton's Property Management System at
all times. In the event the hotel's key server interface becomes disabled due to a vendor's hardware or software issue, the hotel must immediately
contact their vendor and Hilton IT support to correct the issue. In the event that the hotel must purchase additional Hardware, Software or Cabling from
their Key Vendor, or other source, the system must be restored to be fully operational within 30 days of the initial outage.
If the hotel fails to correct the issue within 30 days from the initial outage, Hilton IT and Hilton Digital reserve the right to schedule an onsite visit to
correct any issues. The hotel will be responsible for any fees associated with the completion of this task.
709.03 DIGITAL FLOORPLAN

The hotel must complete digitized floor plans of all guest room and public spaces floors in accordance with Hilton’s Floor Plan Specification Requirements.
The hotel must submit floor plan data to a Hilton approved vendor within four weeks of hotel opening. For a listing of approved vendors refer to the Digital
Floor Plan Resource on the Lobby.
The hotel is responsible for ensuring the accuracy of submitted floor plan data. If the hotel alters the space displayed on their current digital floor plan it must
submit new floor plan data within four weeks of completed alteration.
709.04 TEXT MESSAGING (SMS) APPLICATIONS
NOTE: Text (SMS) messaging applications are currently under review by the Brand. Once developed and communicated, the hotel must adhere to published
standards.
If the hotel is providing text messaging services, it must be provided through a text messaging application (e.g., Kipsu). The hotel may not message guests
directly from mobile devices.
Guests must opt-in and agree to participate. Direct messaging without consent is strictly prohibited.
Direct marketing and selling via text message is strictly prohibited.
709.05 CONNECTED ROOM
709.05.A SMART HOME DEVICES
Voice-activated “smart home” controllers/devices (e.g., Amazon Echo, Alexa, Google Home) are not permitted.
NOTE: Integrated voice solutions are currently under review by the Brand. Once developed and communicated, all hotels must adhere to these
standards.
710.00 INTERNET ACCESS

710.01 PROGRAM COMPLIANCE
All hotels must participate in the Hilton Guest Internet program, StayConnected. Guest room, public space and meeting space internet access must be
provided by a regionally approved StayConnected provider.
Continued participation in the StayConnected program is subject to compliance with Hilton’s 4-year equipment refresh cycle. Non-compliant hotels must
transition to the StayConnected program at the time of expiration of current contract.
Installed Internet network must comply with the minimum technical requirements found within the Guest Internet Access technical standards. If you have a
separate contract for your meeting space that is still in effect at the time you contract with an approved StayConnected provider for your Guest Rooms and
Public Space, you will be required to transition your Meeting Space internet access to your current approved StayConnected provider at the time of contract
expiration.
For detailed StayConnected program requirements, refer to the Guest Facing Technology page within the Lobby.
PATH: The Lobby > Departments > Technology Solutions (IT) > Guest Facing Technology
710.02 LANDING PAGE
All landing and billing pages must be owned and designed by the Brand. The Brand may establish products and services that may, without restriction, be
promoted on, linked from, or otherwise leverage any aspect of the hotel’s billing, landing, or other pages.
The first Internet Landing page, after authentication, will be a site specifically designated by the Brand. The "You're Connected" landing page (YCP) is built,
operated, and owned by Hilton Digital Product and Innovation. Advertising Hotel resources and amenities on the YCP is permissible via the Hilton Digital and
Brand approval processes.
710.03 CIRCUIT REQUIREMENTS
The hotel must have an Internet circuit with sufficient bandwidth to support all guest room, public space, and meeting rooms Guest Internet traffic, as required
in Standard 710.07.
The hotel is not permitted to apply total data consumption caps on a per user or device basis, throttle speeds by application type, or block/limit access to
application types that lead to high bandwidth consumption rates.
When bandwidth utilization of the Stay Connected Circuit reaches 80 percent of the available capacity of the connection during three or more consecutive
days in any calendar month, the hotel circuit will be considered saturated and non-compliant. Upon such an occurrence, the hotel will be required to upgrade
the circuit. Circuit(s) must be upgraded by contract within 45 days of the hotel being notified as having a "saturated circuit."
Minimum recommended circuit size ranges, by hotel size, are as follows:
• 60 - 160 Rooms : 100-300mb
• 161 - 320 Rooms: 300-500mb
• 321 - 800 Rooms: 500mb-1G
• 801 - 2400 Rooms: 1G - 2G
710.04 MEETING ROOM CIRCUIT REQUIREMENTS
Bandwidth may be shared throughout all areas of the hotel.
When bandwidth utilization of the StayConnected circuit reaches 80 percent of the available capacity of the connection during three or more consecutive
days in any calendar month, the hotel will be considered saturated and non-compliant. Upon such an occurrence, the hotel will be required to upgrade the
circuit. Circuit(s) must be upgraded by contract within 45 days of the hotel being notified as having a "saturated circuit."
NOTE: Contact your approved StayConnected support provider for appropriate circuit sizing and redundancy/failover requirements for your size hotel and
meeting space.
710.05 TECHNICAL DESIGN REQUIREMENTS
The hotel must comply with all Guest Internet Access Technical Standards as provided by Hilton and the regionally approved solution provider.
Wireless Internet access must be installed in all guest accessible interior areas of the hotel to meet a minimum signal strength of -65 dBm (RSSI) on both the
2.4 and 5 GHz bands with a signal to noise ratio (SNR) of at least 30 dB on the 5 GHz band and a minimum of at least 25 dB on the 2.4 GHz band.
Hotels may offer wired access in addition to wireless. If offered, wired access must be installed in an aesthetically appropriate manner in consideration of the
area, style, décor, or other factors that reasonably balance appearance with optimal operation.
710.06 MEETING ROOM TECHNICAL DESIGN REQUIREMENTS
Wireless Internet service must be installed in all breakout areas, pre-function areas, outdoor event areas, conference rooms and ballrooms to meet a
minimum signal strength standard of -65 dBm (RSSI) on both the 2.4 and 5 GHz bands with a signal noise ratio (SNR) of at least 30 dB on the 5 GHz band
and a minimum of at least 25 dB on the 2.4 GHz band. Seamless coverage and service transfer capabilities must be available between all previously
referenced areas. Installed Internet network must comply with the minimum technical requirements found within the Guest Internet Access technical
standards.
Hotels may offer wired access in addition to wireless. If offered, wired access must be installed in an aesthetically appropriate manner in consideration of the
area, style, décor, or other factors that reasonably balance appearance with optimal operation.
NOTE: Contact your approved StayConnected support provider for appropriate network design requirements for your size hotel and meeting space.
710.07 PRICING AND BANDWIDTH CAPS
The hotel must choose one of the following options for guest Internet access:
• Complimentary standard Internet access and paid premium Internet access
• Paid standard Internet access and paid premium Internet access
All paid offerings must be made available to guests at prices that are competitive with prevailing charges in the local market.
Complimentary Standard Internet access must be offered in the following locations (where applicable):
• Lobby
• Bar/Lounge and Prominent Guest Dining Areas
• Executive Lounge
• Self-Service Business Center
This must be provided through automatic access or access cards. Complimentary Standard public area Internet access must be set at 10 Mbps at a
minimum.
The hotel may charge for Internet in the meeting space. Pricing for the service must be competitive with prevailing charges in the local market.
Compliance with the following bandwidth caps is required by December 31, 2020:
The hotel must set individual bandwidth user caps which enable a minimum of 10 Mbps download/upload or higher for Standard Internet access and a
minimum of 30 Mbps download/upload or higher for Premium Internet access and have sufficient bandwidth to deliver to that standard. The bandwidth user
caps for the Premium offering must always be at least 3 times higher than the Standard offering.
711.00 PUBLIC SPACE MUSIC AND ON-HOLD MESSAGING

711.01 MUSIC SYSTEM
The hotel must feature the Hilton sense of arrival music in the lobby, main entrance and porte cochere through an approved supplier:
• PlayNetwork
• Image Sound
• Music Styling – Bespoke music division of Image Sound
Music must be played from 7:00 a.m. until 11:00 p.m.
Asia Pacific:
The hotel must feature the Hilton sense of arrival music in the lobby through the Brand’s selected provider, PlayNetwork.
If the hotel is located in a region/country where PlayNetwork is not available, it may use a local service provider and must have music in all required areas. If
a local service provider is selected, the hotel must ensure compliance with local law as it relates to content royalties and licensing.
Music must be played from 7:00 a.m. until 11:00 p.m.
711.02 ON-HOLD MESSAGING
The hotel must use the Brand’s approved Message-On-Hold provider listed in 711.01. If the hotel wishes to use custom messages, it must develop those
messages with the Brand’s message-on-hold provider and submit the custom messages to Brand Marketing for review and approval.
712.00 TELEPHONES
712.01 PRICING
• Dialing information and rates must be visibly displayed at all guest room telephones (except bathroom).
• Complex telephone yield solutions that prevent guests from understanding call rates must not be used.
• Where operationally approved for use, international multi-lingual operator services fees must be clear and transparent to guests at the time of using the
service.
• Fax Transmission Pricing. All fax transmissions placed or received by guests may be charged at the hotel's own discretion, provided the hotel maintains
maximum pricing integrity as compared to the local market.
• Complimentary operator assisted dialing for calls not charged back to the hotel.
• All telephone calls placed by guests from guestroom or meeting room telephones can be charged at the hotel’s own discretion provided that the hotel
maintains maximum pricing integrity in its local market.
• Charges on any toll-free calls placed from any guestroom are subject to local norms. All charges must be transparent to guests.
North America:
• Dialing information and rates must be visibly displayed at all guest room telephones (except bathroom).
• Complex telephone yield solutions that prevent guests from understanding call rates must not be used.
• Where operationally approved for use, international multi-lingual operator services fees must be clear and transparent to guests at the time of using the
service.
• Fax Transmission Pricing. All fax transmissions placed or received by guests may be charged at the hotel's own discretion, provided the hotel maintains
maximum pricing integrity as compared to the local market.
• Complimentary operator assisted dialing for calls not charged back to the hotel.
• All telephone calls placed from guest room or meeting room telephones are charged per the Brand recommended Dialing information and rates.
• There must be no service charge on any toll-free calls placed from any guest room for the initial 60 minutes per call.
712.02 LONG DISTANCE NETWORK ACCESS
American Samoa | Guam | Puerto Rico | United States | Virgin Islands, U.S.:
Applicable law requires that guests be allowed to dial the long-distance operator service provider of their choosing. Such access must be allowed by all of the
following methods:
• Dial 9 + 1010xxxx + 0 + the number to access an operator service provider.
• Dial 9 + 1 + 8xx + the number for toll-free access to an operator service provider.
• Dial 9 + 950xxxx + the number for local access to an operator service provider.
The term "access charge" is defined as a separate fee to guests who use the telephone in their room to "access" the long-distance carrier of their choice, and
use that company's credit card (or any method where the call is not charged to the guest's account) to place long distance calls. Hotel charges posted to
guest folios when using telephone calling card, collect, or Equal Access code calls must not exceed the hotel charges posted to guest folios when guest dials
a call via hotel’s provided carrier.
All properties must comply with FCC regulations and local and state laws concerning fees charged to the guests for telephone usage. All such charges must
be posted on or near the telephone and be clearly visible to the guest. There must be no long distance access charges unless a waiver is approved.
712.03 GUEST ROOM TELEPHONES
The hotel must comply with the following minimum standards as it applies to room type, specifications, and quantity of telephones:
STANDARD GUEST ROOMS
• (1) - TELEPHONE
NOTE: The telephone must be placed by the bed. If a second phone is available, it should be placed on the work area/desk.
SUITE DESIGNATED ROOMS
• (2) - TELEPHONES
NOTE: The second phone must be placed in the living room/parlor.
712.03.A TECHNICAL SPECIFICATIONS
712.03.A.1 SPEAKERPHONE
STANDARD GUEST ROOMS
• Telephone must have speakerphone capability
SUITE DESIGNATED ROOMS
• At least one phone must have speakerphone capability
712.03.A.6 HEARING AID COMPATIBILITY
All new telephones placed in service anywhere in the hotel (guest rooms, meeting rooms, lobby, and administrative areas) must comply with federal
regulations such that they are hearing aid compatible and have volume controls for the handset and speakerphone.
712.04 PUBLIC AREA TELEPHONES

There must be a minimum of one telephone that has local, credit card and toll-free number access. If a pay phone is not available, there must be a house
telephone with these dialing features available. Professionally created signage must be in place designating local, credit card and toll-free number dialing
instructions. If signage is wall mounted, it must match interior signage package.
712.04.A RESTRICTIONS
All house telephones in public areas and lobbies must be restricted from dialing directly to guest rooms. A notice must be posted stating that guest
rooms may not be dialed from that telephone, and provide instructions on how to reach the hotel operator. This notice may be included as part of the
telephone faceplate or displayed using professionally created signage. If signage is wall mounted, it must match the interior signage package.
712.04.B LOCATIONS
All elevator landing areas, near the lobby, meeting and conference rooms must be equipped with a house telephone that will dial only to the following
areas:
• Hotel operator
• Emergency services, as applicable law may require
Asia Pacific: All elevator landing areas, near the lobby, meeting and conference rooms must be equipped with a house telephone that will direct dial
the hotel operator.
712.04.C LOBBY
An additional house telephone is required in or near the lobby.
712.04.D ELEVATOR LANDINGS
All elevator landing areas, near the lobby, meeting and conference rooms must be equipped with a house telephone.
712.04.E MEETING ROOMS
Each meeting room must be equipped with a house telephone that can dial to the front desk and meet the Emergency Services Requirements, if
applicable.
712.04.F FITNESS CENTER
Americas:
The fitness center must be equipped with a house telephone that has the following capabilities:
• Allows direct calls to outside Emergency Responders (i.e., 911, 999, etc.)
• Allows direct calls to a location that is manned 24 hours a day
Compliance with this standard is in addition to the hotel's independent obligation to comply with all applicable laws, rules, and regulatory requirements,
for which the hotel is solely responsible.
Asia Pacific | Europe | Middle East and Africa: The fitness center must be equipped with a house telephone and a panic button that can
automatically dial to the front desk and meet the Emergency Services Requirements.
712.04.G SWIMMING POOL
Americas:
The swimming pool area must be equipped with a house telephone that has the following capabilities:
• Allows direct calls to outside Emergency Responders (i.e., 911, 999, etc.)
• Allows direct calls to a location that is manned 24 hours a day
Compliance with this standard is in addition to the hotel's independent obligation to comply with all applicable laws, rules, and regulatory requirements,
for which the hotel is solely responsible.
Asia Pacific | Europe | Middle East and Africa: The swimming pool area must be equipped with a house telephone and a panic button that can
automatically dial to the front desk and meet the Emergency Services Requirements.
713.00 TELEVISIONS
713.01 GENERAL TECHNICAL SPECIFICATIONS
All televisions must meet the following requirements:
713.01.A WIDESCREEN
Widescreen (16:9) HDTV screen
713.01.B VERTICAL RESOLUTION
Minimum 1080p vertical resolution
713.01.C MPEG4
Support MPEG4 decoding
713.01.D DIGITAL TUNERS AND DECRYPTION
Digital tuners and decryption capable of receiving HD Free to Guest TV content (e.g., QAM/DVB-T/DVB-C/DVB-T2/MPEG4/Pro:Idiom/Digital Rights
Management) in the country in which the hotel is located
713.01.E COMMERCIAL / HOSPITALITY
C.E. / U.L. (CCC in China) listed for commercial / hospitality use.
713.01.F MPI /MTI PORT
United States: All new televisions must be equipped with a Multiple Protocol Interface / Multiple Television Interface (MPI/MTI) port.
713.01.G EDGE CONTROLLER SET TOP BOX
United States:
If the hotel installed UnoNet before December 31, 2019, then compliance is due December 31, 2020. For hotels that install Connected Room Edge
Controllers January 1, 2020 or later, compliance is due no more than 12 months after the installation of UnoNet.
713.02 REPLACEMENT CYCLE

Televisions must not exceed 7 years of age.
713.03 SIZE AND INSTALLATION REQUIREMENTS
713.03.A PUBLIC AREA
If the lobby has a public area television, the television size must be a minimum 55" commercial HDTV. All public area TVs must comply with the
following specifications, OR meet these requirements upon replacement of the existing television:
• Televisions must be set with closed caption as default.
• All channels must be preset and appropriately identified electronically on the screen. Any channel not received must be locked (not accessible) to
guest access.
• Remote control, accessible to guests at all times.
• Power outlets, cable outlets and cords must be concealed from view behind the television.
United States:
The lobby must have a minimum 55” commercial HDTV. All public area TVs must comply with the following specifications OR meet these requirements
upon replacement of the existing television:
guest access.
• Remote control, accessible to guests at all times.
• Power outlets, cable outlets and cords must be concealed from view behind the television.
713.03.B FITNESS CENTER
A 32" commercial HDTV with remote control is required for fitness centers in addition to personal viewing screens (PVS) on cardio equipment. New or
replacement televisions must be a minimum 49" commercial HDTV.
• The television must be easily viewable from all equipment locations. If the television is not easily viewable from all locations, hotel must install one or
more additional televisions of the same size.
• Power and cable outlets and cords must be concealed from view behind the television or using cable management.
• Televisions must be set with closed caption as the default.
• Television must be wall or ceiling mounted. In cases where the fitness center shares a wall with a guest room, the ceiling mounted option must be
used.
guest access.
Personal Viewing Screens (PVS) are required for cardio equipment and must comply with the following:
• All new or replacement PVS equipment must support an encrypted free-to-guest signal from head-end or set-top box input.
• Program PVS so no blank channels or channels with static are visible.
• Include a channel list with the name and corresponding number of each channel (either programmed into the PVS or attached on a laminated card to
the machine).
• Order the channels alphabetically if the equipment is capable of it.
• Power and cable outlets and cords must be concealed from view behind the television using cable management.
• Televisions must be set with closed caption as the default.
• Equipment must not retain guest information. All log-in credentials and guest usage data must be cleared after each equipment use.
713.03.C GUEST ROOMS
Each hotel guest room must have a television that complies with the following specifications:
• Individual remote control.
guest access.
• May not use set-top boxes for new contracts or installations.
Existing and new/replacement televisions must comply with the following minimum size and technology requirements:
EXISTING:
• Standard Guest Room: 37" commercial HDTV
• Resort designated hotels: 37" commercial HDTV in bedroom; 42" commercial HDTV in the parlor.
NEW/REPLACEMENT:
• All Guest Rooms: Minimum 55" commercial HDTV. Guest rooms with two TVs require a minimum 65" commercial HDTV in the parlor.
Refer to the Hilton HDTV website (www.HiltonHDTV.com) for available models and pricing from preferred providers.
United States:
guest access.
• Internet Protocol TV (IPTV) is prohibited.
• Refer to the HDTV website (www.hiltonhdtv.com) for additional information.
EXISTING:
• Standard Guest Room: 37" commercial HDTV
• Resort designated hotels: 37" commercial HDTV in bedroom; 42" commercial HDTV in the parlor.
NEW/REPLACEMENT:
• All Guest Rooms: Minimum 55" commercial HDTV. Guest rooms with two TVs require a minimum 65" commercial HDTV in the parlor.
713.03.D SUITES
guest access.
EXISTING:
• Suites: 42" commercial HDTV
• All Suites and Resort designated hotels: 37" commercial HDTV in bedroom; 42" commercial HDTV in parlor
NEW/REPLACEMENT:
• All Suites: One-room suites require a minimum 65" commercial HDTV. Suites with two TVs require a minimum 65" commercial HDTV in living room/
parlor and a minimum 55" commercial HDTV in the bedroom.
United States:
guest access.
• Internet Protocol TV (IPTV) is prohibited.
• Refer to the HDTV website (www.hiltonhdtv.com) for additional information.
EXISTING:
• Suites: 42" commercial HDTV
• All Suites and Resort designated hotels: 37" commercial HDTV in bedroom; 42" commercial HDTV in parlor
NEW/REPLACEMENT:
• All Suites: One-room suites require a minimum 65" commercial HDTV. Suites with two TVs require a minimum 65" commercial HDTV in living room/
parlor and a minimum 55" commercial HDTV in the bedroom.
713.03.E EXECUTIVE LOUNGE
If applicable, must have a minimum 55" commercial HDTV.
713.03.F OTHER HOTEL AREAS
713.03.F.1 BAR
The bar must have at least one minimum 55" commercial HDTV.
713.03.F.2 BOARDROOM
If applicable, the Boardroom must have a minimum 55" commercial HDTV.
713.03.F.3 KIDS' CLUB / DAY LOUNGE
If applicable, the Kids' Club / Day Lounge must have a minimum 49" commercial HDTV.
713.04 PROGRAMMING AND CONTENT

713.04.A CONTENT
713.04.A.1 PUBLIC AREA
• In public spaces, hotels must subscribe to a full channel lineup, including a broad selection of news (domestic and international), sports, and
entertainment channels, with a particular focus on news and sports channels.
• All channels in the lineup that are available in HD must be provided in HD.
• All public space televisions must comply with applicable copyright laws.
• Premium movie channels are not permitted in public space.
United States:
In public spaces, hotels must subscribe to a full channel lineup, including a broad selection of news (domestic and international), sports, and
entertainment channels and multiple ESPN channels.
• All channels in the lineup that are available in HD must be provided in HD.
• All public space televisions must comply with applicable copyright laws.
• Premium movie channels are not permitted in public space.
713.04.A.2 FITNESS CENTER
The wall-mounted TV and all new or replacement PVS equipment must support an encrypted HD free-to-guest signal from head-end or set-top box
input. Channel lineup should replicate the guest room HD channel lineup (HD channels based on market availability). Do not include any channels
that are not permitted to be displayed in a public area.
713.04.A.3 GUEST ROOMS AND SUITES
Consult the Hilton HDTV website (www.hiltonHDTV.com) for additional information.
An interactive electronic program guide (IPG/EPG) is required when new HDTVs are purchased. The guide may be native to the television or
provided by an external service provider. The guide must list all channels and programs available in the hotel and allow guests to navigate to
channels directly. Connected Room satisfies this requirement.
The hotel must provide the following channel lineup:
Channels must include:

• All popular local standard broadcast channels
• News channels (minimum of two), e.g., CNN, CNBC, BBC News, and/or Bloomberg TV
• Sports channel available in all guest rooms OR the hotel bar
• A minimum of 10 international channels where commercially available. Nationality/language depending on the hotel’s largest nationality
contribution to occupancy.
• A minimum of two channels must be in English.
• High-definition free-to-guest (HD FTG) channels must be introduced based on market availability.
• An interactive electronic program guide (IPG/EPG) is required when new HDTVs are purchased. The guide may be native to the television or
Consult the Hilton HDTV website (www.HiltonHDTV.com) for recommended channels.
Canada:
A minimum of 40 channels must be provided free of charge in all guest rooms. At least 21 of these channels must be provided in HD, including:
• NBC, ABC, CBS, and FOX
• At least three high-definition (HD) local Canadian channels appropriate to the hotel’s province, including French-language channels (if applicable).
• At a minimum, 14 additional premium news, sports, and entertainment HD FTG channels. Select from the following list as well as additional
offerings from the FTG provider:
• CNN HD
• TSN HD
• TSN2 HD
• The Score HD
• Sportsnet HD
• Golf HD
• Speed HD
• National Geographic HD
• History HD
• American Movie Classics HD
• Movie Time HD
• TCM HD
• Showcase HD
• A&E HD
• TLC HD
• Global HD
• The remaining 19 channels must include a mix of the most popular news, sports, and entertainment channels.
Consult the Hilton HDTV website (www.HiltonHDTV.com) for additional information.
Effective December 31, 2020, all hotels must provide a minimum of 40 HD channels.
An interactive electronic program guide (IPG/EPG) is required when new HDTVs are purchased. The guide may be native to the television or
713.04.A.3.a LOCAL CHANNELS
The hotel must offer the following Local Channels:
• NBC HD
• ABC HD
• CBS HD
• FOX HD
• CW HD
713.04.A.3.b PREMIUM MOVIE CHANNELS
Existing Contract:
• HBO HD or Showtime HD
• Optional: The hotel may add up to 4 HBO channels to replace any of the channels listed below:
• History Standard or HD
• National Geographic Standard or HD
• MTV OR Chinese Channel Standard or HD
• E! Standard or HD
• Lifetime Standard or HD
• Disney Standard or HD
• Disney Jr. Standard or HD
• Nickelodeon Standard or HD
• FreeForm Standard or HD
• PBS Standard or HD
The hotel must comply with one of the 2 blocks of 5 Premium Movie Channels, listed below, for a new contract, renewal of existing contract, or
by December 31, 2020, whichever comes first:
• HBO HD
• HBO2 HD
• HBO Family HD
• HBO Zone HD
• HBO Signature HD or HBO Comedy HD

OR
• Showtime HD
• Showtime2 HD
• Showtime Showcase HD
• The Movie Channel HD
• Starz-Encore HD or IFC HD
713.04.A.3.c NEWS AND INFORMATION CHANNELS
Existing Contract:
• MSNBC HD
• CNN HD
• CNBC Standard OR HD
• Fox News HD
• Headline News Standard OR HD
• Bloomberg Standard OR HD
• Weather Channel (or equivalent) Standard OR HD
The hotel must comply with the below news and information channels for a new contract, renewal of existing contract, or by December 31,
2020, whichever comes first:
• MSNBC HD
• CNN HD
• CNBC HD
• Fox News HD
• Headline News HD
• Weather Channel (or equivalent) HD
713.04.A.3.d SPORTS CHANNEL
Existing Contract:
• ESPN HD
• ESPN2 HD
• ESPN News Standard OR HD
• ESPNU Standard OR HD
The hotel must comply with the below sports channels for a new contract, renewal of existing contract, or by December 31, 2020, whichever
comes first:
• ESPN HD
• ESPN2 HD
• Fox Sports 1 HD
713.04.A.3.e ENTERTAINMENT AND FAMILY CHANNELS
Existing Contract:
• TBS HD
• TNT HD
• USA HD
• Comedy Central HD
• Discovery HD
• FX HD
• Food Network HD
• HGTV HD
• A&E HD
• Cartoon Network HD
• AMC HD
• Bravo HD
• Travel HD
• History Standard OR HD*
• National Geographic Standard OR HD*
• MTV or Chinese Channel Standard OR HD*
• E! or Chinese Channel Standard OR HD*
• Lifetime Standard OR HD*
• Disney Standard OR HD*
• Disney Jr. Standard OR HD*
• Nickelodeon Standard OR HD*
• FreeForm Standard OR HD*
• PBS Standard OR HD*
NOTE: Up to 4 channels marked with an asterisk (*) may be replaced with optional premium channels.
The hotel must comply with the below entertainment and family channels for a new contract, renewal of existing contract, or by December 31,
2020, whichever comes first:
• TBS HD
• TNT HD
• USA HD
• Comedy Central HD
• Discovery HD
• FX HD
• Food Network HD
• HGTV HD
• A&E HD
• Cartoon Network HD
• AMC HD
• Bravo HD
• History HD
• National Geographic HD
• MTV or Chinese Channel HD
• E! or Chinese Channel HD
• Lifetime HD
• Disney HD
• Nickelodeon HD
• FreeForm HD
• PBS HD
713.04.B PROGRAMMING
713.04.B.1 CHANNEL GROUPS
Television channels must be grouped by genre if the FTG system is capable: local networks, premium movie channels, news, sports, and
entertainment. Within each genre, HD channels should be first, followed by standard definition (SD) channels. Analog channels must not be
stretched; they must be displayed in native 4:3 ratio.
713.04.B.2 DUPLICATION
Channels offered in HD do not need to be duplicated in analog unless required by the content provider.
713.04.C ON-DEMAND
Asia Pacific | Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | Puerto Rico | South America: Connected
Room will require the removal of all other video-on-demand (VOD), casting (e.g., Chromecast), and "over-the-top" (streaming) content (e.g., Netflix,
Hulu, Amazon Prime Video, etc.) services. Hotels that currently have these services are encouraged to remove them at the time of contract or waiver
expiration.
If the hotel provides on-demand content, the following standards apply:

United States: Connected Room is the Brand-approved interactive services solution. Other video-on-demand (VOD), casting (e.g., Chromecast, Sonifi
Staycast), or "over-the-top" (streaming) content (e.g., Netflix, Hulu, Amazon Prime Video, etc.) services are not permitted. Hotels that currently have
these services must remove them at the time of contract or waiver expiration.
If the hotel provides on-demand content, the following standards apply:

713.04.C.1 ADULT CONTENT
Adult content is not permitted.
713.04.C.2 BLOCKED SERVICES
When on-demand content is available, system infrastructure must include functionality that allows guests to block some or all on-demand content.

716.00 GUEST LAUNDRY
If the hotel offers a guest laundry facility it must comply with the following:
716.02 OPERATING INSTRUCTIONS
Operating instructions must be provided for all guest laundry equipment, including Brand-approved signage for washer and dryer cycle times.
716.03 LAUNDRY PRODUCTS
A laundry products vending machine, or products available for sale at the front desk or in the gift shop, must be provided. If laundry products are sold at the
front desk or in the gift shop, professional signage must be mounted on the guest laundry wall stating availability and location.

718.00 PUBLIC RESTROOMS
718.01 AMENITIES
The following items must be provided in public restrooms:
718.01.A PAPER TOWELS
Paper towels, wash cloths and/or hand dryer (if applicable)
718.01.B LIQUID SOAP
718.01.C TOILET TISSUE
718.01.D FACIAL TISSUE
718.01.E DISPOSABLE SANITARY COVERS
Disposable sanitary covers for baby changing station
718.01.H TOILET SEAT COVERS
719.00 SMOKING POLICY

719.01 MINIMUM INVENTORY
The hotel may designate up to 100 percent of its total room inventory as non-smoking. For the purpose of these Standards, ”vaping” or use of electronic
cigarettes/vaporizers is considered the same as smoking.
NOTE: It is recommended that the hotel consider market expectation before converting to 100 percent non-smoking.
719.02 AIR PURIFICATION
A Brand approved Air Purification System is recommended in all smoking guest rooms.
719.03 GUEST ROOM DEEP CLEANING
The hotel must implement a documented deep cleaning process that is completed at least every three months.
719.04 SMOKING FINES
A penalty not to exceed $300 USD (or local equivalent) may be charged for smoking in a non-smoking guest room. If the hotel elects to implement fee
notification signage within the guest room, it must be procured from marKIT.
719.05 SMOKING POLICY DOCUMENTATION
Guests must not be required to sign a policy that in any way confirms additional fees associated with smoking in a non-smoking room.
719.06 OUTDOOR SMOKING AREAS
The hotel must provide an outdoor smoking area that complies with local law and provides the following:
719.06.A TRASH RECEPTACLE

Ignition resistant trash receptacle
719.06.B ASH TRAY/RECEPTACLE
Ignition resistant ash tray/receptacle
719.06.C PLACEMENT
Both items must be placed a minimum of 25 feet/8 meters away from any guest entry.
719.07 CONVERSION TO SMOKE FREE

If the hotel is designated as 100 percent non-smoking it must comply with the following requirements:
719.07.A DEEP CLEANING
A deep cleaning process must be completed on all rooms being converted to non-smoking prior to being placed in inventory.
719.07.B GUEST FACING SYSTEMS
The hotel must ensure that all of its smoking/non-smoking information is accurate and updated as needed on all guest facing systems.

721.00 ENGINEERING AND MAINTENANCE
721.01 THIRD-PARTY ENGINEERING AND MAINTENANCE
Each hotel must develop a formal quality control system. The system must be designed to ensure that the hotel is maintained in optimum condition. Hotel
condition will be measured during the hotel’s quality assurance evaluation.
If the guest room engineering is outsourced to a third-party operator, the engineering operator must comply with all physical, cleanliness and Service Delivery
standards and is subject to periodic QA audits. The hotel must ensure compliance. Non-compliance with Brand Standards by a third-party operator
constitutes non-compliance by the hotel.
721.02 SYSTEMATIC QUALITY CONTROL
Each hotel must develop a formal quality control system. The system must be designed to ensure that the hotel is maintained in optimum condition. Hotel
condition will be measured during the hotel’s quality assurance evaluation.
722.00 HOUSEKEEPING
722.02 PUBLIC AREA CLEANING PROGRAM
All areas in the hotel (including back of the house areas such as the kitchen, storage areas and offices) must be kept to the highest cleanliness standards.
Hotel cleanliness will be measured during the hotel’s quality assurance evaluation.
722.03 GUEST ROOM CLEANING PROGRAM
722.03.A CLEANING SCHEDULE
All guest rooms and bathrooms must be fully serviced and cleaned on a daily basis, unless the hotel is participating in the Brand Approved
Housekeeping Opt Out Program, Choose to Be Green.
Full housekeeping service must be offered a minimum of three times a week with additional service available upon request. Additional housekeeping
service may be offered at a cost to the guest.
722.03.B SERVICE OPTIONS
Light-touch (or stay over) services are not permitted. The hotel is not permitted to provide guest incentives (e.g., Honors points, vouchers, etc.) for
reduced service.

722.06 TURNDOWN SERVICE
Americas | Europe: The hotel may choose to provide turndown service. This service includes folding down or removing bedding, replenishing used towels
(based on Conserve to Preserve guidelines) and wiping down bathroom surfaces. Guest’s personal clothing, toiletries and other articles must be straightened
and left in the same place they were found. Wastebaskets and ashtrays must be cleaned; draperies and lighting must be adjusted.
Asia Pacific: Turndown services must be provided for all suites and executive “designated” guest rooms. This service includes folding down or removing
bedding, replenishing used towels (based on Conserve to Preserve guidelines) and wiping down bathroom surfaces. Guest’s personal clothing, toiletries and
other articles must be straightened and left in the same place they were found. Wastebaskets and ashtrays must be cleaned; draperies and lighting must be
adjusted.
Middle East and Africa | Turkey: Turndown services must be provided for each guest room. This service includes folding down or removing bedding,
replenishing used towels (based on Conserve to Preserve guidelines) and wiping down bathroom surfaces. Guest’s personal clothing, toiletries and other
articles must be straightened and left in the same place they were found. Wastebaskets and ashtrays must be cleaned; draperies and lighting must be
adjusted.
722.07 GLASSWARE AND DISHWARE SANITATION
Americas | Asia Pacific | Europe | Middle East and Africa:
All used coffee pots, coffee mugs, and glassware must be removed from the guest room and washed in a commercial dishwasher. Sanitized glassware must
be replaced from the guest room.
Chemical sanitation is not permitted.
Australasia: All used coffee pots, coffee mugs, and glassware must be removed from the guest room and washed in a commercial dishwasher. Sanitized
glassware must be replaced from the guest room. Chemical sanitation is permitted in existing hotels. Chemical sanitation is not permitted in new build
properties.
722.08 DEEP CLEANING PROGRAM
An inspection and deep cleaning schedule for all guest rooms must be carried out with a minimum frequency of every 6 months.
722.09 MATTRESS ROTATION
The hotel must implement and document a mattress labeling and turning schedule in accordance with manufacturer’s guidelines.
722.10 PEST ACTIVITY RESPONSE
• The hotel must have a pest control treatment program in place, provided by a licensed pest control company.
• Certification by the pest control company is required (if available in local jurisdiction), and must be kept on file and made available to the Quality Assurance
auditor upon request.
• If the hotel tests positive for pest activity by a licensed pest control company, it will be required to comply with this provision within 30 days of receiving
such positive test result.
• A follow-up inspection after the initial treatment by the pest company must take place and a certificate of clearance must be issued before the room is
released for occupancy.
• The hotel must make arrangements with the pest control company for three subsequent visits over the two months following the initial treatment of any
guest room that tested positive for pests. All rooms treated during the initial visit must be treated during the follow-up visits.
• Guest rooms where pest activity (e.g., bed bugs) is found must be taken out of inventory until they have been inspected by a pest control company.
• Infested guest rooms must be taken out of inventory for at least 48 hours after the initial treatment, or for as long as the pest company determines.
• If pest activity is detected in a guest room, the guest rooms above, on both sides, and below the infested room must be inspected and treated (if needed)
to prevent migration of the pest from the affected guest room.
• If the hotel has rollaway or sofa beds, they must be included in the pest treatment program.
722.12 FREQUENCY OF LINEN CHANGE
Americas:
Room attendants must change sheets every third day of a guest’s stay and on check-out, unless any of the following occur:
• Guest requests that their sheets be changed;
• Linen is stained or damaged in any way;
• There is a discrepancy between Front Office and Housekeeping on the room status.
• Guest is participating in the Choose to be Green Housekeeping Opt Out Program. For details, see Standard 722.15.
Room attendants must change sheets every third day of a guest’s stay and on check-out, unless any of the following occur:
• Guest requests that their sheets be changed by placing a specific card on the pillow or calling the Housekeeping Department;
• Linen is stained or damaged in any way; or
• Guest is participating in the Choose to be Green Housekeeping Opt Out Program.
• Hotel opts to change sheets more often.
NOTE:The Choose to be Green Housekeeping Opt Out Program is currently under review by the Brand. Once developed and communicated, all hotels
must adhere to these standards.
722.13 FREQUENCY OF TERRY CHANGE
Room attendants only change towels on check-out or when the towels are on the floor or in the bathtub unless any of the following occur:
• Guest requests to have towels changed by calling the Guest Service Hotline or Housekeeping Department;
• The terry is stained or damaged; or
722.15 HOUSEKEEPING OPT OUT PROGRAM
Americas:
The hotel must comply with the following minimum requirements for the Choose to be Green Housekeeping Opt Out Program:
• The Choose to be Green Program is the only Housekeeping Opt-Out Program approved by the Brand. No other variations or alternative incentives are
permitted.
• The In-Room Housekeeping Opt-Out Card (available on marKIT) must be provided in each guest room.
• Hilton Honors Incentive Points (HIPs) request forms must be submitted weekly.
Compliance is required by March 31, 2020.
NOTE: Please refer to the Choose to be Green Program Guide for specific guidelines.
723.00 BUILDING EXTERIOR AND GROUNDS

723.01 FLAG DISPLAY
Asia Pacific | Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: If a hotel chooses to display a flag,
the country flag (based on the location of the hotel) is required to be flown. Brand and state flags are optional unless mandated by local law. If a flag is flown
at night, the flag pole and/or area must be appropriately lit.
China:
The following flags must be flown in accordance with applicable law:
• NATIONAL FLAG (higher than the other three flags)
• HOTEL BRAND FLAG (placed on the inner right or left)
• OWNER’S COMPANY FLAG (placed on the outer right or left)
• PROVISIONAL FLAG (May be used for VIP guests in cases where their company or country flag must be flown, placed on the outer right or left)
If a hotel chooses to display a flag, the country flag (based on the location of the hotel) is required to be flown. Brand and state flags are optional unless
mandated by local law. If a flag is flown at night, the flag pole and/or area must be appropriately lit.
The hotel must comply with the rules for care and display of the United States Flag as stated in Chapter 1 of Title 4 of the United States Code (4 U.S.C. § 1).
723.06 TEMPORARY STORAGE UNITS
Temporary storage structures must be approved by the Brand prior to installation. The hotel must submit a waiver that includes specific dates of installation
and removal for consideration. Any temporary storage structures installed by the hotel or applicable third-party must comply with all physical and cleanliness
standards of the Brand and is subject to periodic QA inspection by the Brand.
The hotel is responsible for ensuring compliance. Non-compliance with Brand Standards by a third-party operator will be treated by the Brand as if the non-
compliance were by the Operator.
Vendors must be required to conceal the area using fencing and camouflage netting in an appropriate manner.
725.00 SUSTAINABILITY
725.01 LIGHTSTAY
The hotel must utilize LightStay, Hilton's Travel with Purpose performance measurement platform. All requirements below refer to LightStay functionality. New
hotels must comply with all Brand Standards in this section within three months of opening.
725.01.A PROPERTY AND OPERATIONS SURVEY
The hotel must complete its property survey and operations survey. These two surveys must be reviewed and updated every year before April 30.
725.01.B ENERGY, WATER AND WASTE
The hotel must input the following data on a monthly basis:
• All applicable energy sources' consumption and cost including electric, steam, gas, solar PV, etc.
• All applicable water sources' consumption and cost including municipal water, "grey" water, etc.
• All applicable waste streams' output and cost including solid waste, recycling, food/organic waste, hazardous waste, etc.
• All applicable volunteering events including Earth Week, Careers@Hilton, or Global Week of Service events, including number of people impacted.
• All applicable donations, including food donation, soap, toiletries, linens, FF&E, etc.
The hotel must correct all alerts for missing, incomplete or outside range data within 30 days of the alert.
725.01.C REDUCTION GOALS
• The hotel must have annual energy, water, and waste reduction goals.
These goals must be reviewed and saved on LightStay™ before April 30 of each year.
725.01.D IMPROVEMENT PROJECTS
The hotel must have three improvement projects, one per each of the areas mentioned above (energy, water and waste), either active, or completed
within the past six months. The hotel must track the progress of its improvement projects on LightStay.
725.02 RESPONSIBLE SOURCING

725.02.A EGG SOURCING
The hotel must transition its sourcing of eggs to cage-free or free-range eggs as it becomes available in the local market.
Belgium | Bulgaria | Denmark | France | Germany | Greece | Hungary | Italy | Luxembourg | Malta | Netherlands | Poland | Portugal | Spain |
Sweden | Switzerland | Turkey | United Kingdom | United States: All sourcing of eggs (shell and liquid) must be from cage-free or free-range hens.
725.02.B PORK SOURCING
For the purposes of this brand standard, group housed-pork is defined as keeping sows for less than 6 weeks in gestation crates.
This includes fresh and frozen pork, ham, sausages and bacon but excludes other cooked meats, speciality charcuterie and pork ingredients in
prepared dishes.
The hotel must transition all sourcing of pork to gestation crate-free pork as it becomes available in the local market. Until gestation crate-free pork is
available, the hotel must transition its sourcing of pork to group-housed pork if it is available in the local market.
Austria | Belgium | Bulgaria | France | Germany | Greece | Italy | Luxembourg: For the purposes of this brand standard, gestation crate-free pork is
defined as keeping sows for 4 days or less in gestation crates.
All sourcing of pork must be from gestation crate-free pork by June 30, 2020. This includes fresh and frozen pork, sausages, bacon and ham but
excludes other cooked meats, speciality charcuterie and pork ingredients in prepared dishes.
Canada | United States: For the purposes of this brand standard, group-housed pork is defined as keeping sows for less than six weeks in gestation
crates.
All sourcing of pork (excluding charcuterie and pork ingredients in prepared dishes) must be from group housed pork by December 31, 2022.
Sourcing should transition to gestation crate-free pork as it becomes readily available*.
*Readily available is defined as without proprietary production or distribution stocking at a normalized market cost.
Denmark | Netherlands | Sweden | United Kingdom: For the purposes of this brand standard, gestation crate-free pork is defined as keeping sows
for 4 days or less in gestation crates.
All sourcing of sausages and bacon must be from gestation crate-free pork by June 30, 2019.
All sourcing of remaining pork must be from gestation crate-free pork by June 30, 2020. This includes fresh and frozen pork and ham but excludes
other cooked meats, speciality charcuterie and pork ingredients in prepared dishes.
725.02.C ENDANGERED SPECIES
All food and beverage operations contained within or provided by the hotel (including third-party operations) must ensure compliance with applicable
laws and Hilton sustainability commitments. In line with Hilton's global sustainable seafood goals, the hotel must eliminate the procurement of
endangered species identified by World Wildlife Fund (WWF) utilizing the International Union for Conservation of Nature (IUCN) and Convention of
International Trade in Endangered Species of Wild Fauna and Flora (CITES) rankings - unless procured from Marine Stewardship Council (MSC) or
Aquaculture Stewardship Council (ASC) certified sources. This includes shark fin, humphead wrasse, etc. Please refer to the detailed list of
endangered species here:
https://lobby.hilton.com/departments/corpresponsibility/Pages/ResponsibleSourcing.aspx
725.03 ENERGY EFFICIENCY SCHEME

United Kingdom:
The Hotel must comply with CRC Energy Efficiency Scheme Order 2010 (The “Order”). The Order is a mandatory emissions trading scheme for large
businesses and public sector organizations. Pursuant to the Order, companies are required to: 1) submit a report showing which of the System’s overall
emissions are covered by the Order; 2) submit an Annual Report showing what the System’s overall emissions were during each fiscal year; 3) produce an
Evidence Pack providing supporting information for each report; and 4) buy carbon allowances to cover the amount of CO2 emitted by the System. In order
to comply with the Order, Owners are required to:
• Take and record meter readings for all fiscal meters at the hotel each month, and register these meter readings on our required form (the “Evidence
Pack”);
• Keep the Evidence Pack up to date at all times. A copy of the Evidence Pack may be found here;
• Submit Evidence Packs for the preceding reporting year on or before April 30 of each calendar year to CRC_engineeringopseurope@hilton.com to allow
the calculation of CO2 emissions for subsequent submission to the Environment Agency (EA); and
• Pay for the purchase of the hotel’s carbon allowances. Payment is made by the Brand to the Environment Agency (EA) on each Owner’s behalf. Each
hotel will be required to reimburse the Brand for this payment on or before the last working day of October of each calendar year.
NOTE: The Brand reserves the right to charge Owners for the administration of this Brand Standard in the future.
725.04 RECYCLING PROGRAMS
Austria | Belgium | Canada | Dominican Republic | Finland | France | Germany | Greece | Ireland | Italy | Luxembourg | Netherlands | Norway |
Poland | Portugal | Spain | Sweden | Switzerland | United Kingdom | United States: RECYCLING PROGRAMS
725.04.B CLEAN THE WORLD
Austria | Belgium | Finland | France | Germany | Greece | Iceland | Ireland | Italy | Luxembourg | Netherlands | Norway | Poland | Portugal |
Spain | Sweden | Switzerland | United Kingdom: The hotel must recycle all used soap bars through the Brand-approved program, Clean the World.
Compliance is due June 30, 2020.
PATH: LOBBY > DEPARTMENTS > CORPORATE RESPONSIBILITY > ENVIRONMENTAL IMPACT > WASTE > RECYCLE SOAP
Canada | Dominican Republic | United States: The hotel must recycle all used soap bars through the Brand-approved program, Clean the World.
Compliance is due January 1, 2020.
PATH: LOBBY > DEPARTMENTS > CORPORATE RESPONSIBILITY > ENVIRONMENTAL IMPACT > WASTE > RECYCLE SOAP
725.05 LINEN / TERRY RE-USE PROGRAM

The hotel must participate in the Conserve to Preserve program (or other Brand-approved terry and linen re-use program detailed in Standard 722.12 and
722.13).
726.00 SIGNAGE
726.01 EXTERIOR SIGNAGE
Hotels with existing exterior signage, featuring outdated Brand marks, must comply with these standards at the time of replacement, renovation or application
of a Product Improvement Plan.

726.06 DIAMOND PARKING
If Diamond parking is offered, all spots must be clearly identified using the Diamond member reserved parking signage available on marKIT.
726.11 FRONT DESK SIGNAGE
The hotel must deploy the collateral elements detailed below. All collateral must be procured and/or printed as specified on marKIT. Collateral that is not
identified on marKIT is strictly prohibited without prior approval from the Brand and Hilton Honors team.
726.11.A HILTON HONORS
Hilton Honors Check-In Signage
726.11.D BRAND MARKETING COUNTER CARDS
Brand marketing counter cards (if applicable)
726.11.E PRIORITY QUEUING
If the hotel chooses to offer queuing, it must use the designated Hilton Honors Priority Check-in Sign.
The following signage is optional:
• General Check-in Sign (to differentiate between the lines)
• Priority Check-in Locator Sign (is recommended if the priority check-in area is not immediately visible).
• Signage must be procured from the brand-approved vendor as detailed on marKIT.
For additional detail, please refer to the Priority Queuing guidelines on THE LOBBY > BRANDS > HILTON HONORS > HILTON WAY SERVICE
STANDARDS.

726.13 FITNESS CENTER
726.13.A ENTRANCE SIGNAGE
Brand signage such as 'Fitness by [BRAND]' is required. The requirement for Brand Signage can also be satisfied using a '[BRAND] by Precor' sign.
The '[BRAND] Fitness by Precor' sign is optional and is only allowed when 100 percent Precor equipment is installed.
726.13.C SAFETY AND EMERGENCY INSTRUCTIONS
Brand approved Rules & Safety Guidelines signage is required. This item can be created and sourced locally utilizing the text specs provided by
Fitness@Hilton.com. Brand Signage such as ’Fitness by Hilton’ is required. The requirement for Brand Signage can also be satisfied using a ‘Hilton
Fitness by Precor’ sign. The ‘Hilton Fitness by Precor’ sign is optional and is only allowed when 100 percent Precor equipment is installed.
726.14 SWIMMING POOL AND WHIRLPOOL

Pool operating hours must be prominently posted at all pool area entrances.

726.17 MEETING AND CONVENTION SPACE
• If digital signage is used, displayed content must comply with the Brand Identity Guidelines available on marKIT.
• All guest facing meeting information must be accurately posted one hour prior to the meeting start time outside the meeting room and on hotel reader
boards.
726.18 INTERIOR SIGNAGE
Interior Signage – Hotels with existing interior signage, featuring outdated Brand marks, must comply with these standards at the time of replacement,
renovation or application of a Product Improvement Plan.

728.00 AUTOMATED TELLER MACHINE (ATM)
Americas:
A cash machine/ATM must be located in the hotel. When installed, the ATM must meet these minimum requirements:
• ATMs must not be installed in the immediate front desk area and must be hidden from the lobby area due to aesthetic reasons.
• ATMs must be under closed circuit television monitoring 24 hours a day.
Asia Pacific:
A cash machine/ATM is optional. If provided, it must be located in the hotel. When installed, the ATM must meet these minimum requirements:
A cash machine/ATM must be located in the hotel. If a cash machine/ATM is within 500m or a 5 minute walk, then a cash machine/ATM is not required in the
hotel. When installed, the ATM must meet these minimum requirements:
729.00 BUSINESS CENTER
Business center and connectivity station are optional. If the hotel chooses to offer a connectivity zone, it is recommended that it be located adjacent to or near
meeting function spaces. The connectivity zone cannot be located in the lobby or in a highly trafficked non-meeting space public area. If the hotel does not
have a business center or connectivity station, the hotel must offer printing capabilities for guests.
• The business center or connectivity zone must be open and available to guests 24 hours a day, seven days a week.
• If the business center is located in an enclosed area it must be accessible via key card.
• The connectivity zone must be open and available to guests 24 hours a day, seven days a week.
729.03 SUPPORT
In compliance with the Hilton Business Center solution the hotel must ensure that support is available 24 hours a day, seven days a week.
729.04 TECHNOLOGY SOLUTION
Americas:
The hotel must comply with the Information Privacy Standards and the Business Center Security Standards.
Utilizing Hilton’s Global Business Center Solution and approved vendors, the hotel must provide the following:
• Free-to-guest access, including internet access and printing
• Two workstations (hardware and software) OR Tablets (minimum 2)
NOTE: Additional workstations are recommended if the hotel has more than 250 rooms. Additional workstations must be selected from the Brand's solution
provider program.
• One black and white laser printer
• Brand-approved business center security software
• Remote printing software (OPTIONAL)
• Current Microsoft Office or iWork Software, as applicable
• Guest User Interface
ADDITIONAL SERVICES:
If not available in the Business Center and/or Connectivity Zone, fax, copy and shipping supplies and services must be provided at the Front Desk with
appropriate signage in the Business Center and/or Conectivity Zone.
The hotel must comply with the Information Privacy Standards and the Business Center Security Standards.
If the hotel provides a self-service business center or a connectivity zone, it must offer:
• Brand-approved workstations or tablets
• Free-to-guest access, including Internet access and printing
• Brand-approved business center security software
• Current Microsoft Office or iWork Software, as applicable
• Guest User Interface
729.05 PRICING
The self-service business center/connectivity zone must be available on a complimentary basis year-round, 24 hours a day, to all guests.
800 - IDENTITY, SALES, AND DISTRIBUTION
IDENTITY, SALES, AND DISTRIBUTION

800-
801.00 HILTON TRADEMARKS AND LOGOS ............................................................................................................................ 800-2

802.00 BRAND IDENTITY............................................................................................................................................................ 800-2
803.00 BRAND TRADEMARKS ................................................................................................................................................... 800-3
804.00 BRAND PUBLIC RELATIONS.......................................................................................................................................... 800-3
805.00 ADVERTISING ................................................................................................................................................................. 800-4
806.00 HOTEL COLLATERAL AND IDENTITY ITEMS ............................................................................................................... 800-5
807.00 ENDORSED BRANDED PROPERTIES ........................................................................................................................ 800-13
808.00 HOTEL WEBSITE .......................................................................................................................................................... 800-13
809.00 MICROSITES ................................................................................................................................................................. 800-15
810.00 MOBILE APPLICATIONS ............................................................................................................................................... 800-17
811.00 BRAND CLUSTER SITES .............................................................................................................................................. 800-17
812.00 ONLINE IMAGERY......................................................................................................................................................... 800-17
813.00 SOCIAL MEDIA .............................................................................................................................................................. 800-18
814.00 ROOM RATES................................................................................................................................................................ 800-20
815.00 PROPERTY INFORMATION .......................................................................................................................................... 800-25
816.00 RESERVATIONS PROCESSING ................................................................................................................................... 800-26
817.00 ACCREDITED INTERMEDIARIES, CHANNELS, AND PRODUCTS ............................................................................800-28
818.00 DISTRIBUTION .............................................................................................................................................................. 800-28
819.00 DEMAND GENERATION AND ECOMMERCE .............................................................................................................. 800-30
820.00 SENIOR RATE PROGRAM............................................................................................................................................ 800-30
821.00 TRAVEL AGENT COMMISSION PROGRAM ................................................................................................................ 800-32
822.00 GO HILTON .................................................................................................................................................................... 800-33
823.00 OWNER'S RECOGNITION PROGRAM ................................................................................................................ 800-36
IDENTITY, SALES, AND DISTRIBUTION Effective March 2019: If the hotel is not in compliance with any of the Identity, Sales, and Distribution Brand Standards,
including the unauthorized use of Hilton trademarks or using non-accredited intermediaries or channels, Hilton may charge a Non-Compliance Fee (of up to $500), for
each instance of non-compliance, to compensate us for damage to the Brand’s reputation and for the additional work caused by your non-compliance. This fee is in
addition to any other applicable consequences and remedies for non-compliance.
801.00 HILTON TRADEMARKS AND LOGOS

Hilton trademarks and logos must be used according to the guidelines posted on marKIT.
PATH: THE LOBBY > MY APPLICATIONS > HILTON MARKIT - MARKETING TOOLKIT
802.00 BRAND IDENTITY
The hotel shall not use the Hilton Mark, the Brand logo or cartouche on any item other than those approved in this Standards Manual and marKIT. The Brand
logo, mark or cartouche is not permitted on the following items:
• Ashtray
• Bathroom Amenity Tray
• Bathroom Rugs
• Butter
• Chocolates
• Coasters
• Cocktail Sticks
• Cutlery
• Doormats (inside or outside of the hotel, including the Hilton Honors mats)
• Flip Chart Cover/Easel Cover
• Flip Chart/Easel Stand
• Glass Caps
• Hygiene Wipes
• Laundry Bag
• Matchbox
• Mints
• Napkins
• Pocket Corkscrew
• Pool Floors
• Radio & Alarm Clocks
• Permanent/non-removable Sliding Door Decal / Window Decal
• Slippers
• Stir Sticks
• Sugar Sachets / Sticks / Tubes
• Toilet Paper / Tissue
• Trash Cans
• TV Frames
• Vases
• Water Bottles (minus water bottle tag)
• All other general items unless approved by Brand Marketing
803.00 BRAND TRADEMARKS
The Marks, including the official names and/or Brand logos, must be utilized in all matters connected with the operation and management of the hotel.
Whenever the Marks or official hotel names and/or logos are utilized, they must be used as defined on marKIT. For purposes of this Manual, “Marks” refer to
the Brand’s service marks and all other service marks, copyrights, trademarks, logos, insignia, symbols, designs, slogans, distinguishing characteristics, trade
names, domain names and all other marks or characteristics associated or used with or in connection with the System and similar intellectual property rights
that the Brand designates from time to time to be used in the System.
The following service marks used in this manual are owned by Hilton, its subsidiaries and affiliates:
• Hilton®
• Bed & Breakfast
• Hilton Honors®
• Hilton Breakfast™
• Hilton Meetings™
• Hilton to Home™
• Hilton Journey Ambassador™
• The Hilton Serenity Collection™
• OnQ™
• Points & Miles®
• Hilton Grand Vacations®
The Marks must only be used as set forth in this Manual, and neither the Marks nor any other Brand logos or signatures may be used for any other purpose or
by any other entity without the prior written approval of the Brand Representative for Marketing.
804.00 BRAND PUBLIC RELATIONS
The use of brand logos and/or any items that would identify the hotel as a Hilton Hotels & Resorts property by third-party media outlets (e.g., production
companies, film, Internet or television) require written consent by the Brand.
Hilton properties must submit a filming/photography request via the Hilton Online Newsroom (www.newsroom.hilton.com/hhr) (type “blue” for back of house
options) for all third-party enquiries for brand consideration and approval. A Global Location Agreement should be completed by the property (can be found in
the legal section of the Lobby or Brand PR can provide). If brand logos/marks will be used, a Right to Use and Release agreement form should be executed
by the production company and the Brand. This form will be supplied to the hotel by Brand PR upon approval of the opportunity. If any changes are made to
the form, Right to Use and Release Agreement, those changes should be submitted to Legal for approval prior to execution.
The hotel must follow the Public Relations guidelines within the Media Tools section of The Comms Shop (www.HiltonCommsShop.com). This includes
receiving Corporate Brand PR approval on all press releases prior to distribution. Non-English language releases should be accompanied with an English
paragraph summary. All press releases must be submitted for Brand review through the Hilton Online Newsroom (www.newsroom.hilton.com/hhr).
Templates for common press releases and general public relations resources are available on The Comms Shop. Contact information and guidelines in the
event of a crisis situation, including any event that has the potential for regional or national media coverage that is damaging to the Brand are also available
on The Comms Shop.
805.00 ADVERTISING
Marketing and advertising programs must conform to the Brand Identity Guidelines, be of high quality, and reflect a luxury appearance.
805.01 ACCEPTABLE ADVERTISING
The hotel must comply with the Advertising Guidelines available on marKIT. All hotel advertising must use the Brand-approved templates available on
marKIT.
The hotel must adhere to the Brand Identity requirements as specified on marKIT. Use of the old Brand identity items and color palettes are not permitted.
The Brand reserves all rights regarding what is considered appropriate advertising, marketing, or promotion of the System, and may unilaterally ask the hotel
to immediately discontinue using any advertising or promotional materials reasonably believed to be not in the best interest of the hotel or the System. This
may apply to previously approved materials or marketing programs.
Questions regarding acceptable advertising should be directed to HiltonBrandMarketing@hilton.com.
805.02 THIRD-PARTY
The following third-party advertising is permitted by the Brand with prior approval:
• External Digital Advertising
• Internal Digital Advertising
• Key Card Advertising for Groups
Prior to implementation, all third-party advertising must be submitted to Brand representatives for review and approval.
Hotel specific third-party external advertising is prohibited by the Brand. The Brand may unilaterally ask the Hotel to immediately discontinue the display of
third-party advertising that is reasonably believed to not be in the best interest of the hotel, the Brand or the system.
Third-party logos are not permitted on any guest-facing collateral, service items or furniture (e.g., menus, napkins, umbrellas/parasols, etc).
The following third-party advertising is permitted by the Brand with prior approval:
• External Digital Advertising
• Internal Digital Advertising
• Key Card Advertising for Groups
• Glassware – If the product matches the glassware, the third-party branding is permitted. Soft branded equipment is permitted, décor outside of what is
mentioned is prohibited.
• Pop-up Bars – Temporary pop-up bars/F&B installations are permitted.
Hotel specific third-party external advertising is prohibited by the Brand. The Brand may unilaterally ask the Hotel to immediately discontinue the display of
third-party advertising that is reasonably believed to not be in the best interest of the hotel, the Brand or the system.
Third-party logos are not permitted on any guest-facing collateral, service items or furniture (e.g., menus, napkins, umbrellas/parasols, etc).
Prior to implementation, all third-party advertising must be submitted to Brand representatives for review and approval.
805.03 REVENUE GENERATING THIRD-PARTY AND STRATEGIC PARTNERSHIPS

Revenue generating third-party and strategic partnership advertising, with the exception of the Hilton Advertising Blacklist, is allowed through the Wi-Fi,
“You’re Connected” under specific parameters led by Hilton's Digital Team.
The Brand reserves all rights regarding what is considered appropriate advertising, marketing, or promotion of the System, and may unilaterally ask the hotel
to immediately discontinue using any advertising or promotional materials reasonably believed to be not in the best interest of the hotel or the System. This
may apply to previously approved materials or marketing programs.
805.05 BROCHURE RACKS
The use of promotional brochure racks in the hotel front of house areas is not allowed.
805.06 LIGHTBOXES AND DURATRANS
The use of posters (including “duratrans” in light boxes) is not permitted.
806.00 HOTEL COLLATERAL AND IDENTITY ITEMS

All collateral items must be printed to Brand specifications (including but not limited to paper type, paper weight, finish, color process, design) as outlined in
the Brand Identity Guidelines and marKIT. All artwork for collateral templates has been pre-designed and is available through marKIT. Third-party branding is
not permitted on collateral items within the guest room.
All advertising and promotional materials displayed, located or held in the hotel may only relate to hotels within the Hilton Portfolio of Brands or as approved
by the Brand or Hilton Management Company. All promotional materials must be current and displayed following Brand or Hilton Management Company
guidelines.
Displaying any type of promotional materials in corridors is prohibited unless provided by the Corporate team.
The hotel must comply with all aspects of Brand and/or Hilton mandated programs and promotions. This includes, but is not limited to the procurement and
placement of promotional collateral, rate offerings and other associated guidelines communicated as part of these programs.
Whenever reference is made to the hotel and the hotel Franchisee in any printed material, the following disclosure must also be displayed: "Owned [or
operated] by [name of license entity] under license from [the Brand]."
The hotel must comply with all collateral requirements as detailed on marKIT.
All hotels must update their on-property collateral and sales & marketing material to align with new brand identity guidelines by March 31, 2019.
The hotel must utilize the following Brand-approved collateral items (available through marKIT). All collateral that is not found on marKIT or within the
collateral guide (Mandatory or Optional) must be approved by Brand Marketing.
China | Japan | Korea, Republic of (South):
All collateral items must be printed to Brand specifications (including but not limited to paper type, paper weight, finish, color process, design) as outlined in
the Brand Identity Guidelines and marKIT. All artwork for collateral templates has been pre-designed and is available through marKIT. Third-party branding is
not permitted on collateral items within the guest room.
All advertising and promotional materials displayed, located or held in the hotel may only relate to hotels within the Hilton Portfolio of Brands or as approved
by the Brand or Hilton Management Company. All promotional materials must be current and displayed following Brand or Hilton Management Company
guidelines.
Displaying any type of promotional materials in corridors is prohibited unless provided by the Corporate team.
The hotel must comply with all aspects of Brand and/or Hilton mandated programs and promotions. This includes, but is not limited to the procurement and
placement of promotional collateral, rate offerings and other associated guidelines communicated as part of these programs.
Whenever reference is made to the hotel and the hotel Franchisee in any printed material, the following disclosure must also be displayed: "Owned [or
operated] by [name of license entity] under license from [the Brand]."
The hotel must comply with all collateral requirements as detailed on marKIT.
All hotels must update their on-property collateral and sales & marketing material to align with new brand identity guidelines by June 30, 2019.
The hotel must utilize the following Brand-approved collateral items (available through marKIT). All collateral that is not found on marKIT or within the
collateral guide (Mandatory or Optional) must be approved by Brand Marketing.
806.01 FRONT DESK
Any additional collateral not listed below requires approval by the Brand Marketing team.
806.01.A KEY CARD
Key cards with advertisements for groups staying at the hotel require Brand Marketing approval.
806.01.B HILTON HONORS KEY CARD HOLDER
806.01.C REGISTRATION CARD
If applicable, the hotel must provide a registration card.
806.01.D HILTON HONORS POSTER
Hilton Honors Heart of House poster (displayed in a space visible to Front Desk Employees but not to guests).
806.01.F LUGGAGE TAG
806.01.L DEPARTURE ENVELOPE
• Express Check-Out Envelope
806.01.M LOCAL GUIDE

Mini guide
806.01.Q Not Applicable to this Brand
806.01.R CURRENCY EXCHANGE
If applicable, a currency exchange sign must be displayed.
806.01.S Not Applicable to this Brand
806.01.T MAKE IT RIGHT HOSPITALITY CARD
• MIR Hospitality Card
• MIR Resolution Card
806.01.U Not Applicable to this Brand
806.01.V Not Applicable to this Brand
806.01.W Not Applicable to this Brand
806.01.X Not Applicable to this Brand
806.01.Y RESORT FEE DISCLOSURE CARD
If applicable, the Resort Fee Disclosure Card must be provided to guests during check-in.
806.02 GUEST ROOM

In guest rooms, the surface of the bed and pillows must be completely free and clear of any printed collateral at all times.
806.02.A DO NOT DISTURB DOOR HANGER
If the hotel provides an electronic “Do Not Disturb” function, a door hanger is not required.
806.02.B DIRECTORY
The hotel may choose to provide a printed or digital version of the Guest Services Directory. All guidelines and instructions for digital must be followed
and is located on marKIT.
806.02.C GUEST ROOM / TELEPHONE NOTEPAD / CARDS
• Guest Room Notepad;
• OR Loose Notes in Holder
806.02.D PEN

806.02.I TV CHANNEL LISTING
The hotel may opt to provide a digital version of the television channel listing in place of a printed copy.
806.02.K LAUNDRY FORM
806.02.N SAFE DISCLAIMER
806.02.Q SUSTAINABILITY CARD
Conserve to Preserve Card
806.02.R PET NOTICE
If applicable, a Pet Notice Door Hanger must be provided.
806.02.S TELEPHONE FACEPLATE
The hotel must utilize the faceplate template found on the Brand Online Toolkit ( marKIT) upon faceplate or telephone replacement.
Existing faceplates must comply with the following guidelines:
• The faceplates on guest room telephones must include both international symbols and written descriptions, in appropriate language(s).
• The address, telephone and fax numbers of the hotel and guest room number must be indicated on the telephone faceplates.
• All guest room telephones must have feature buttons for “speed dial” access to hotel services. At least three of these buttons must be labeled and
used to directly access:
• GUEST SERVICE HOTLINE (i.e., “Magic”)
• In-Room Dining*
• Emergency (The EMERGENCY feature button must also display the emergency number and locally approved symbol for medical emergency. The
international symbol, a RED cross, is also accepted.) Hotels must rely on local guidance for specific emergency requirements (above and beyond
what is required in the brand standard).
*If the hotel directs all guest room phone calls to a dedicated “Magic” or guest service department, these options are not required.
If automated wake-up call is available, a fourth button must be provided.
If the hotel has telephones with digital displays it must comply with the above items in addition to the identity requirements found on the marKIT. The
property logo must not be displayed on the faceplate.
806.02.T TELEPHONE RATE CARD
NOTE: Additional requirements based on local law.

Faceplates must include basic dialing instructions (how to dial) for all types of calls. If the instructions cannot fit on the Faceplate, they can optionally be
placed on the Telephone Rate and Information card. In the examples below, “X” represents either the PABX or unique Country access codes for that
call from a specific hotel:
• Room to Room Calls - Dial “X” + Room #
• Toll Free - Dial “X”+ number
• Local Calls - Dial “X” + number
• Long Distance - Dial “X” + number
• International - Dial “X” “X” + “XXX” + Country + City + number
• Operator Assisted - Dial “X” + (the number to reach the operator)
806.02.U DIGITAL DIRECTORY REFERENCE
GUEST SERVICE ON TV SIGN
NOTE: Only mandatory for hotels using the Digital Guest Service Directory.
806.02.V Not Applicable to this Brand
806.02.W Not Applicable to this Brand
806.02.X MAKE IT RIGHT GUEST ROOM CARD
806.02.Y Not Applicable to this Brand
806.02.Z IN-ROOM DINING MENU
NOTE: The hotel may choose to provide a printed or digital version of the In-Room Dining Menu. All guidelines and instructions for digital must be
followed and is located on marKIT.
One of the three menu options below must be presented in each guest room:
• Brand Approved Tri-Fold Menu
• Brand Approved Binder
• Digital Brand Approved Television Format
Please refer to the Brand Online Toolkit (marKIT) for approved templates.
806.02.AA BREAKFAST MENU DOOR HANGER
BREAKFAST DOOR HANGER
806.02.BB Not Applicable to this Brand
806.02.CC Not Applicable to this Brand
806.02.DD WATER BOTTLE TAG
Mandatory if there is a cost associated with the consumption of in-room bottled water.
806.02.EE Not Applicable to this Brand
806.02.FF Not Applicable to this Brand
806.02.GG Not Applicable to this Brand

806.02.HH Not Applicable to this Brand
806.02.II Not Applicable to this Brand
806.02.JJ Not Applicable to this Brand
806.02.KK Not Applicable to this Brand
806.02.LL Not Applicable to this Brand
806.02.MM Not Applicable to this Brand
806.02.NN Not Applicable to this Brand
806.02.OO Not Applicable to this Brand
806.02.PP Not Applicable to this Brand
806.02.QQ Not Applicable to this Brand
806.02.RR Not Applicable to this Brand
806.02.SS SAFETY CARD
Only mandatory for hotels using Digital Guest Service Directory.

Printed materials are to be designed by a professional graphic designer and are to be printed on high-quality paper/cardstock. Artwork and logo design must
be prepared by the brand approved list of logo and brand specialists.
Mandatory items include:
806.03.A DISPOSABLE HOT BEVERAGE CUP
Must be used when travel coffee/drinks are served. Food and beverage concepts are permitted to apply the concept’s identity.
806.03.C COASTERS
• Beverage coaster
806.03.D COLD BEVERAGE CUP
Resin cups must be used in outdoor lounge/bar areas where glass is not permitted. Disposable cold beverage cups are permitted in areas where resin
cups are not available.
806.03.F TO-GO PACKAGING / BOX
“To-go” containers must be of professional quality and provided upon request in the brand design. Disposables must be made of environmentally-
preferable material (biodegradable, compostable, or recyclable).
Polystyrene (Styrofoam) containers and cups are prohibited.

806.03.H RETAIL DISPLAY
The restaurant may not manufacture miscellaneous print signage or collateral for display or use in the retail area.
806.03.L BREAKFAST MENU
Refer to the “Breakfast at Hilton” guidelines available on the Lobby for content recommendations.
806.03.N F&B LABEL
Refer to the “Breakfast at Hilton” Guidelines available on the Lobby for additional specifications.
806.03.O FOOD AND BEVERAGE MENU
RESTAURANT / BAR / LOUNGE MENU - Food and beverage concepts should apply to the concept’s identity. For hotels that do not have a restaurant/
lounge/bar concept, a Hilton branded menu must be available. The menu is available in various formats.
Use of Hilton name on menu items (e.g., Hilton Burger), condiment packets, retail (e.g., mini bar items), etc., is forbidden unless approved by Brand.
806.03.P KIDS MENU
For hotels that do not have a restaurant/lounge/bar concept. Kids’ / Children’s Menu are not required in specialty/themed restaurants.
806.04 SALES MATERIALS

Mandatory items include the following:
806.04.B HOTEL FACT SHEET
806.05 MEETINGS AND EVENTS

The following items are mandatory:
806.05.A DIGITAL SCREEN DISPLAY
MEETING SCHEDULE TV SCREEN
806.05.B NOTEPAD
May be provided, stacked, in an area within the meeting room. Notepads are available with or without a cover.
806.05.D NAME CARD
NAME TENT CARD
806.05.E MEETINGS AND EVENTS COASTERS

ECO BEVERAGE COASTERS
If beverages are served, including water, beverage coasters must be available upon request. Permanent coasters may be used as an alternative.
806.05.F BANQUET LABELS
Refer to the “Breakfast at Hilton” Guidelines available on the Lobby for additional specifications.
806.05.M CANDY / MINTS
If provided, must be individually wrapped
806.06 MISCELLANEOUS
Mandatory items include (printed per local law):
806.06.A FLAGS
BRAND FLAG
NOTE: If the hotel chooses to display additional flags, a Hilton Hotels & Resorts flag must be used as the principle flag (applicable to local law). Hotel-
specific flags are not permitted.
806.06.B NAME TAGS
TEAM NAME TAG
806.06.C VEHICLE GRAPHICS
All shuttle vehicles, excluding sedans and sport utility vehicles, used to transport guests must display the appropriate Brand identity elements as
specified on marKIT. Luxury transport vans and leased vehicles (e.g., Mercedes Sprinter Vans, etc.) are permitted to use magnetic decals in place of
standard vehicle wraps. Please refer to the Vehicle Graphics Guidelines for decal specification.
806.06.E ELEVATOR POSTERS
All elevator poster templates can be found on marKIT. Advertising outlets located within the hotel is allowed. Advertising businesses outside the hotel is
not allowed.
All elevator posters and advertising must be approved by Brand Marketing and comply with the following minimum specifications:
• Professional quality
• Framed

806.06.G BUSINESS CARDS
806.06.H LETTERHEAD
806.06.I ENVELOPES
806.06.L BILL RECEIPT / FOLIO
806.06.Q Not Applicable to this Brand
806.06.R Not Applicable to this Brand
806.06.S Not Applicable to this Brand
806.06.T Not Applicable to this Brand
806.06.U EMAIL SIGNATURE
The approved template must be used when sending email. This applies to all Hilton Hotels and Resorts and Brand management teams. All properties
must follow guidelines available on marKIT. If banners are used, they must follow the templates provided on marKIT.
807.00 ENDORSED BRANDED PROPERTIES

If the hotel has a Brand approved unique identity (logo, collateral, etc.), it is not required to comply with the Brand Identity logo, collateral or advertising
requirements (e.g., logo design, advertising templates). Approval for unique identity use must be obtained from Brand Management. When a unique identity is
approved, items including the unique logo, advertising templates and collateral remain subject to Brand approval.
808.00 HOTEL WEBSITE
All sites containing any of the trademarks and any linked sites must advertise, promote and reflect on the hotel and the system in a first-class, dignified
manner and comply with the following:
808.01 DOMAIN NAMES
Reference to “brand.com” in this Brand Standard refers to all websites for brands within the Hilton Portfolio of Brands and micro sites around the world,
including hilton.com, hilton.co.uk, hilton.de, hilton.jp and hilton.es.
Domain names for all addresses related to the hotel or that redirect to the hotel’s Internet address must be registered to and owned by Hilton. If the hotel is
using a domain name for the hotel that it has registered, it must transfer ownership immediately to Hilton. To transfer ownership of an existing domain the
domain must be unlocked at the Registrar (Network Solutions, GoDaddy, etc.). Once unlocked an EPP or authorization key will be generated and that key
must be sent to Domain_Admin@hilton.com to finalize the transfer.
The hotel may not register, own, maintain or use any domain names, World Wide Web or other electronic communications sites (including “micro sites”;
collectively “site(s)”) relating to the network (as defined below), country, any product or service of the hotel, or that includes the Marks. The only domain
names, sites, or site contractors that the hotel may use are those assigned or otherwise approved in advance in writing by the Brand Marketing team. The
hotel acknowledges and agrees that the right to approve all materials is necessitated by the fact that those materials must include and be linked with the
Marks. Therefore, any use of the Marks on the World Wide Web, the Internet, or any other computer network/electronic distribution, must conform to the
Brand requirements, including the identity and graphics standards for all network hotels.
For purposes of this manual, network means the hotels, resorts, inns, conference centers, time share properties and other operations that Hilton and its
subsidiaries and affiliates provide services to, or own, license, lease, operate or manage.
808.02 SEARCH ENGINE MARKETING AND OPTIMIZATION
Neither the Franchisee nor any affiliated party may (directly or indirectly) purchase or use a keyword that includes any mark or other trademark name of a
competitor hotel. Franchisee may not sell, license, or otherwise allow any third party to use the hotel’s name under any circumstance. The hotel may not take
any independent action without prior approval by eCommerce and Marketing, or purchase keywords or advertising, or contract with any agency in regards to
search engine optimization, banner advertising, affiliate advertising or any other online advertising.Neither the Franchisee nor any affiliated party, with the
exception of those already using the Hilton search marketing agency of record, may register their paid search campaigns with Hilton’s search team. To reach
the search team, send an email to search.help@hilton.com.
Given the changing nature of this technology, Hilton has the right to withhold approval, withdraw any prior approval and modify its requirements.
Images and content must be kept current and provide an accurate representation of the hotel facilities and guest rooms.
No party may display advertising on any keyword that includes a Hilton brand or Mark, or any version or misspelling thereof. Only the Brand is approved to
bid on branded keywords.
The hotel is not permitted to display advertising on a keyword (directly or indirectly) that is the name of another hotel or brand without its permission.
The hotel is not authorized to display advertising on a keyword that includes a Hilton Brand or Mark, including names of hotels in the Hilton Portfolio of
Brands, under any circumstance.
Paid search campaigns must direct click-through traffic to a Brand website or an approved vendor-hosted Web site.
Paid search campaigns cannot be launched in competition with Hilton sponsored search campaigns.
Paid search campaigns cannot be designed to direct potential customers to a hotel or cluster at the expense of another hotel in the Hilton Portfolio of Brands.
Paid search campaigns must be coordinated with the Brand sponsored search campaign. If the hotel launches a paid search campaign other than through
the Hilton search marketing agency of record, a list of proposed keywords must be submitted to the search team for validation and approval. To reach the
search team, send email to search.help@hilton.com.
808.03 OWNERSHIP AND MANAGEMENT OF LOCAL BUSINESS LISTINGS
Hilton must maintain full control over the hotels online local business listings. The hotel name, address, phone number and website must remain consistent
across all local channels to ensure maximum visibility within the search engine. Incorrect or inconsistent information listed within these listings will result in
lower quality scores within the search engines, ultimately resulting in lower rankings and visibility.
Any use of the trademarks on the World Wide Web, the Internet or any computer network must conform to the Brand’s requirements including the identity and
graphics standards for all system hotels. Given the changing nature of this technology, the Brand has the right to withhold its approval and to withdraw any
prior approval to modify its requirements.
808.05 POSTING OF THIRD-PARTY CONTENT
Hotels are not allowed, without a legal license or other legal right, to post on their site(s) any material in which any third party has any direct or indirect
ownership interest including video clips, photographs, sound bites, copyrighted text, trademarks or any other text or image in which any third party may claim
intellectual hotel ownership interests. Hotels must incorporate on their site(s) any other information the Brand requires in the manner it considers necessary
to protect its trademarks.
808.06 TRANSFER UPON TERMINATION
Upon the expiration or termination of the Agreement, the hotel must irrevocably assign and transfer to the Brand or to its designee all rights, titles and
interests in any domain name listings and registrations which contain any references to brand marks, systems or licensed brands. The hotels must notify the
applicable domain name registrar(s) of the termination of rights to use any domain name or site(s) associated with the trademarks or the licensed brand and
authorize the cancellation or transfer of the domain name to the Brand or a designee as directed by the Brand. All references to the Brand’s Marks or
licensed brands from any other site(s) must be deleted, maintained or operated beyond the expiration or termination of the Agreement.
809.00 MICROSITES
809.01 BRAND POLICY
Microsites (commonly referred to as vanity, independent or local sites) are stand alone web pages or sites that operate outside of the Brand.com
environment. Microsites are prohibited by the Brand without prior, written approval through Hilton's Digital Governance Team. All microsite requests should be
sent to Digital_Requests@hilton.com for review.
809.02 INFORMATION ACCURACY
The information that appears on the microsite is the sole and direct responsibility of the hotel(s)/entity. Content must be maintained by the hotel through the
hotel’s microsite supplier agreed upon defined process.
809.03 ASSOCIATED FEES
The hotel is responsible for all aspects of its microsite, including without limitation all costs, fees, licenses, permits, claims, development and maintenance
related in any way to these sites.
809.04 ADDITIONAL PAGES
Additional pages or functionality added to the microsite after the initial launch of the site must be reviewed and approved by Hilton. Details regarding the
approval process can be obtained through the hotel’s Hilton regional eCommerce group or Manager.
809.05 PRIVACY POLICY
All customer-facing microsites must link to the Hilton Global Privacy Policy and no other privacy policy (unless approved in writing by Hilton). Go to THE
LOBBY > DEPARTMENTS > LEGAL for complete Privacy Standards and related information.
809.06 PERSONAL INFORMATION

Personal Information must never be collected on a microsite.
809.07 DATA CAPTURE
Microsites are not permitted to create their own email capture or collect information from website visitors nor are they permitted to send promotional emails.
809.08 TRADEMARKS / LOGOS / COPYRIGHTS
All intellectual property created for the Hilton Portfolio of Brands is owned by Hilton. Hilton Honors intellectual property is owned by Hilton Honors, LLC.
Certain copyright notices and proper trademark usage must be displayed on the microsite. Any references to third-party names and logos that appear on the
microsite must be approved by Hilton.
All microsites must feature the copyright line of © ([Current Year]). Hilton at the bottom of each page on the microsite. If the hotel is a franchised hotel, it may
feature the copyright line of its ownership group. All appropriate Brand logo usage and copyright standards must be followed.
809.09 DOMAIN NAMES
The hotel is not allowed to promote or advertise the Brand or the hotel on the Internet or any computer network unless prior written approval, which may be
withdrawn, is obtained from the Brand of the third-party website in which the hotel will be listed, any proposed links between the website(s) and any other
website(s), any proposed changes to the website(s), and have registered the hotel’s domain name with Hilton.
All domain names must be registered through Hilton. To request a domain or transfer an existing one, contact the hotel’s Hilton regional eCommerce group or
Manager.
Once submitted, the request will be reviewed, and the hotel will receive an answer to the request within approximately 5 business days. The hotel will pay no
costs for the purchase of the domain (or its renewal) if it is registered through Hilton.
809.10 HOSTING
The hotel and its suppliers will be solely and directly responsible for everything relating to their microsite, including without limitation, website hosting and
maintenance. The hotel is allowed to have its websites hosted by a company other than the Web site creator/developer.
The third-party host must sign the Hilton Web Services Agreement. If a domain name server (DNS) change is needed for a domain owned by Hilton, go to the
Lobby. Hilton will make the change within five to ten business days of the form submission. Once the DNS has been updated, allow an additional 24 to 72
hours for the change to propagate throughout the Internet.
809.11 SITE CONSTRUCTION
The website must be well constructed with a “look and feel” consistent with Brand standards. All designs must be reviewed and approved by Hilton’s Digital
and eCommerce teams prior to the site going live.
Details regarding the approval process can be obtained through the hotel’s Hilton regional group or eCommerce Manager.
809.12 RESERVATIONS FUNCTIONALITY
All reservation functionality must provide for the following:
• All reservations must be routed directly to the brand.com website. Any and all fees, taxes, commissions or charges of any kind due or payable in regards
to reservations are the hotel’s sole responsibility
• The microsite must link back to the main brand.com reservations module for any/all reservations
• No brands outside of the Hilton Portfolio of Brands are allowed to be cross sold
• In order to pass customers to a specific CTYHOCN reservation page or package page, certain parameters to the main reservation URL must be added
809.13 BRAND.COM REFERRALS
The website must link back to the Brand.com reservations module for any/all reservations.
The website must link back to Brand.com/meetings or hiltondirect.com. Request a proposal for any and all group, meeting, convention, leisure, and tour/
wholesale related requests.
The Best Rates guarantee must be mentioned on the home page and reservation pages and link to Hilton Honors.
All Hilton Honors content and/or integration of Hilton Honors with links to hiltonhonors.com must be submitted to Hilton Honors for approval.
809.14 LINKS
The hotel website can neither promote nor link:
• To any non-Hilton hotel
• To other websites that dilute traffic from the Brand.com site
• To other websites that generally have questionable data/content over which Hilton does not have control
“Framing” is the process of allowing a user to view the contents of one website while it is framed by information from another website, similar to the “picture-
in-picture” feature offered on some televisions. For example, a user of a search engine may view the contents of an online store that is framed by the search
engine’s text and logos.
A website cannot use framing or other methods to copy or make any use of the content of microsites. Also, the hotel cannot permit the website to be framed.
If using third-party links outside of the Hilton Portfolio of Brands websites, they must be opened using an external browser screen window.
The hotel must review, and Hilton retains the right to disapprove at any time, linked third-party websites outside of the Brand. Any such website cannot
include information about, or link to, other competing hotel websites nor have “questionable” data.
810.00 MOBILE APPLICATIONS

The creation and production of new mobile apps is prohibited by the Brand without prior approval by Hilton. Details regarding the approval process can be
obtained through the hotel’s Hilton regional eCommerce group or Manager.
811.00 BRAND CLUSTER SITES
If the hotel desires to participate with a Hilton Portfolio of Brands Cluster website, it must comply with Hilton cluster guidelines. See HiltonNet Clusters website
information on The Lobby.
• For Hilton Legal Department, Brand Online Marketing, Domain Request for Purchase Tool Kit, Domain Transfers and Domain Redirects, refer to the Lobby.
• For Purchase or Transfer of Domain Names, contact Hilton Domain Administrator at Domain.Admin@hilton.com
• For Brand Marketing, refer to marKIT on the Lobby
812.00 ONLINE IMAGERY
812.01 BRAND PHOTOGRAPHY GUIDELINES
All hotels must follow the Brand’s Global Photography Guidelines, found on the Lobby, in preparation for a photo shoot and for any future photo shoots for
online imagery.
812.02 PIXEL SPECIFICATIONS
Americas: Website images must be greater than 3,000 pixels on each side, .jpg format, and landscape (e.g. horizontal) orientation.
812.03 QUANTITY OF IMAGES
Americas:
Each room type bookable via a Property's Brand.com must have a distinct, unique first image. Each room type must also include: 2 room images per
standard room type and 3 images per suite room type. Upgraded/premium room types must showcase the value add element(s) - e.g., view, larger footprint,
balcony/patio, boardroom, whirlpool, fireplace, executive level, premium suites, etc.
A Property's Brand.com Homepage Image Gallery must include at least 20 high quality images featuring all key aspects of the hotel, including the areas.
All hotel photography must be uploaded and receive Brand approval through marKIT. This is the only place where photography assets may be placed and
accessed by the hotel. All photography in marKIT is Brand approved, and it is the only photography that can be used in customer facing communications and
collateral, as well as on the Brand Global Media Center, Brand websites and third-party websites.
812.05 TIMELINE
Americas: New photos must be loaded to property's Brand.com page within 120 days of opening. When artist renderings and stock photography are utilized,
these images must be replaced within 120 days of opening.
812.06 IMAGE TYPES
Americas:
Images and content must be kept current and provide an accurate representation of the hotel’s facilities and rooms.
Local attraction images will not be permitted within the Property's Hilton Website.
Each room type bookable via a Property's Hilton Website must have a distinct, unique first image. Each room type must also include:
• 2 room images per standard room type and 3 images per suite room type.
• Upgraded/premium room types must showcase the value add element(s) - e.g., view, larger footprint, balcony/patio, boardroom, whirlpool, fireplace,
executive level, premium suites, etc.
A Property's Brand.com Homepage Image Gallery must include at least 20 high quality images featuring all key aspects of the hotel.
813.00 SOCIAL MEDIA

If the hotel chooses to activate or maintain social channels, it must comply with the Standards below. Additional guidance may be found on marKIT and the
Hilton Social Hub. Contact the eCommerce Consulting Group (ECG) for more information about the Brand and Enterprise Social Media Guidelines.
For more information, please visit www.HiltonECGsupport.com.
Asia Pacific:
If the hotel chooses to activate or maintain social channels, it must comply with the Standards below. Additional guidance may be found on marKIT and the
Hilton Social Hub. Contact Marketing & eCommerce Consulting (MECC) for more information about the Brand and Enterprise Social Media Guidelines.
813.01 SOCIAL CHANNEL ACCOUNT ELIGIBILTY
The hotel must meet the following requirements in order to create new social channels or continue the operation of existing social channels:
• Register a Social Media Champion through PIM. In order to register as a Social Media Champion the Team Member must have approval from the GM to
manage their hotel’s social media presence
• Maintain a 90% or higher TripAdvisor Negative (1-3) Review Response Rate for the previous calendar year
• Post at least once per channel, per month
• Use Sprinklr, Hilton’s only approved enterprise-wide social media management tool, to manage and post to their social media channels, or when not
available, post natively through each social channel. No other third party social management tools may be connected to the hotel’s social channels without
express approval from the corporate Social Governance and Operations team. Click here for information on obtaining a Sprinklr license.
813.02 APPROVED SOCIAL CHANNELS AND PAGES
The hotel may only create social media accounts on the approved channels listed below. Requests for additional channels not listed here must be submitted
to the corporate Social Governance and Operations team and will be reviewed and processed on a case by case basis.
Approved Channels:
• Facebook
• Twitter
• Instagram
• VK (Russia only)
Social media marketing for hotel-related amenities (weddings, spa, restaurant(s), golf course/club, public facing team member/employee accounts, etc.) must
be run through the hotel’s social account. The hotel may not create separate social media accounts for each amenity without express approval from the
corporate Social Governance and Operations team.
Asia Pacific:
The hotel may only create social media accounts on the approved channels listed below. Requests for additional channels not listed here must be submitted
to the corporate Social Governance and Operations team and will be reviewed and processed on a case by case basis.
Approved Channels:
• Facebook
• Twitter (Japan Only)
• Instagram
• Weibo (China Only)
• WeChat (China Only)
• Line (Japan Only)
Social media marketing for hotel-related amenities (weddings, spa, restaurant(s), golf course/club, public facing team member/employee accounts, etc.) must
be run through the hotel’s social account. The hotel may not create separate social media accounts for each amenity without express approval from the
corporate Social Governance and Operations team.
813.03 PROFILE STANDARDS

Social media accounts must be created with a generic e-mail address (not an individual Team Member) unless otherwise instructed by the Social Media
Operations team. The login credentials for such accounts must be shared with at least 2 Team Members at the property to avoid loss of access. The hotel
must take appropriate steps to maintain access to manage its social media accounts and notify the corporate social team immediately if access is lost.
• Facebook: The hotel’s Facebook page must be set up as a business page and connected to at least two Team Members’ personal Facebook accounts.
According to Facebook’s guidelines, the hotel may not create a dummy personal account to manage the business Facebook page.
• The hotel must connect their business Facebook page to the brand’s Facebook Location Structure. Instructions on how to connect and information
about the location structure are available on the Hilton Social Hub
• Instagram: The hotel’s Instagram account must be created as a business account and connected to its business Facebook page.
• The hotel must comply with all laws related to social media, including FTC guidelines in the US. Compliance with this standard is in addition to the hotel's
independent obligation to comply with all applicable laws, rules, and regulatory requirements, for which the hotel is solely responsible.
• Channels created prior to May 2019 must maintain a minimum of 100 followers. New channels must achieve 100 followers within 3 months of account
creation
• The hotel must adhere to the platform’s guidelines regarding review solicitation. The hotel may not offer incentives in exchange for reviews. In order to
share positive guest reviews on social media, the hotel must follow the User Generated Content process outlined on the Hilton Social Hub
813.04 INTERNAL DATABASES
The hotel must follow Hilton guidelines regarding use of Personal Identifiable Information (PII) for social media marketing.
813.05 PROMOTIONS AND OFFERS
All promotions, offers, contests, and sweepstakes promoted through social channels must adhere to the individual platform guidelines, be approved by the
brand, include lawful terms and conditions, and be reviewed by legal counsel. Compliance with this standard is in addition to the hotel's independent
obligation to comply with all applicable laws, rules, and regulatory requirements, for which the hotel is solely responsible.
813.06 PERFORMANCE REQUIREMENTS
The hotel must ensure adequate management of all active social accounts daily and moderate, respond, and service these accounts. The Social Media
Operations team will hide or deactivate social media accounts that are non-compliant.
814.00 ROOM RATES

Rates are to be determined at the discretion of each hotel. Rates effective in the reservation system at the time the reservations are made are guaranteed. In
the event that the rate increases prior to the date of arrival, the guest must not be charged more than the rate guaranteed at the time of the initial reservation.
Any changes to the arrival date are subject to availability and possible rate change.
If a guest advises Hilton of a rate discrepancy, Hilton must verify the complaint and resolve the matter according to Hilton’s Best Price
Guarantee. http://hiltonworldwide3.hilton.com/en/best-price-guarantee/overview.html.
814.01 BEST PRICE GUARANTEE
The hotel must offer all rates, inventory and products available to the general public through official Hilton booking channels (“Hilton Channels”), which
include Hilton websites, Hilton call centers and the Hilton Honors App.
No rates, inventory or products may be sold through any non-Hilton website or any other non-Hilton channel unless also made available (at no less favorable
terms, at the same time and to the same extent) to the Hilton Channels.
If the hotel seeks to provide non-Hilton websites or any other channel (including third-party resellers and wholesalers, merchant model websites, GDS, etc.)
with a rate offering that is lower than what is currently being offered through the Hilton Channels, that new lower rate must be made available at no less
favorable terms, at the same time and to the same extent through the Hilton Channels.
The hotel may provide lower rate offerings to Hilton Accredited third parties without being required to offer the same low rates to the Hilton Channels only if:
the hotel brand is not discernible at or before the time of purchase (true opaque channels); or the third party is a wholesaler who resells such rates only in
bundled packages to the guest where the hotel rate is not discernible.
In addition to other remedies, if the hotel violates this Brand Standard, it will be charged the actual cost of the resolution (at a minimum honoring the lowest
price) plus the current Guest Assistance intervention fee. Violations will be documented and escalated through the normal Quality Assurance process.
The hotel must honor the Price Match Guarantee (or its successor URL), as such Price Match Guarantee may change from time to time.
814.02 BRAND PROMOTIONS
The hotel must comply with the required procedures of each program in which it participates.
814.04 INCLUSIVE RATES
The hotel must properly provide advance disclosure of the pricing of its goods and services. Undisclosed charges are prohibited.
Room rate charges to guests must be inclusive of all operating costs and expenses required to deliver core Brand product and service components unless
otherwise approved by the Brand. Undisclosed charges and the posting of specific incremental charges for core products and service elements (standard
labor/service fees, resort charges, energy charges, credit card surcharges, etc.) are prohibited.
The hotel must properly provide advance disclosure of the pricing of its goods and services. Undisclosed charges are prohibited. Room rate charges to
guests must be inclusive of all operating costs and expenses required to deliver core Brand product and service components unless otherwise approved by
the Brand. Undisclosed charges and the posting of specific incremental charges for core products and service elements (standard labor/service fees, resort
charges, energy charges, credit card surcharges, etc.) are prohibited.
All-inclusive resorts may only charge for the following amenities and services:
• Guest room telephone
• Guest room Internet access
• In-room Dining
• Premium alcoholic beverages and premium hot beverages
• Special dining offerings (e.g., Chef Table, dinner on the beach)
• Meetings and events

• Babysitting services
• Pay-per-view / video-on-demand services (if provided)
• Laundry/Dry cleaning
• Spa access and services
• Golf access and equipment rental Retail (including motorized activities)
814.05 MANDATORY GUEST FEES
Americas: A Mandatory Guest Fee is any separate fee that a patron or guest is charged for in addition to the base room rate for a guest room, including but
not limited to the following:
• Resort fee
• Facility fees
• Destination fees
• Amenity fees
• Urban destination fee
• Service fees (Service fees may be considered a gratuity if passed 100% to employees)
• Any other similar fee
Mandatory Guest Fees do not include Pass Through Fees (refer to Standard 814.07 for details).
Mandatory Guest Fees may be considered by the Brand if the hotel meets the following criteria:
• Clearly and conspicuously disclosed at the time of reservation in all distribution channels and advertising
The hotel must not charge a Mandatory Guest Fee until the following requirement has been met:
• Written approval from Hilton that hotel meets all qualifications
Owner will indemnify Hilton for the payment of any past, present, or future fines, penalties, restitution, and/or legal fees incurred by Hilton as a result of: a)
Hilton’s maintenance of a Mandatory Fee Program; and b) Owner’s participation in the Mandatory Fee Program.
814.05.A RESORT FEE
Americas:
Prior to implementation, resort fees must be reviewed by Brand Management and approved via the designated brand process. To be eligible to
implement a resort fee, a hotel must:
• Be listed on www.hiltonresorts.com
• Include the word “resort” in the property’s legal name (exceptions may be granted for Collection branded hotels)
• Be substantially compliant with all applicable resort Brand Operating and Design, Construction and Renovation Standards
• Be located in a resort destination where at least one local market STR primary competitive set hotel applies a resort fee
• The Brand may revoke the Resort Fee if the following requirements are not met:
• If applicable, must have a passing grade on the Product Improvement Plan as per the most recent QA Brand/Compliance report
• Must have an acceptable SALT score or better per the most recent QA/Brand Compliance report
• Must maintain a Quality Assurance score of 85% or higher

A Resort Fee may be considered by the Brand if the hotel meets all of the following criteria:
• Represents a bundle of amenities that would otherwise be charged individually upon use of the amenity (e.g., Parking, selected third-party activities,
etc.)
• Offers complimentary basic internet for non-Diamond guests
• Does not include amenities and/or services that are required as free in the brand’s operating standards (e.g., newspapers, pool towels, etc.)
• If applicable, hotel owner must sign and return the Mandatory Guest Fee amendment to the Agreement which includes the inclusion of Mandatory
Fees as Gross Rooms Revenues or Total Room Revenues for purposes of calculating royalty and program/GSB fees
NOTE: For hotels that have implemented this charge prior to August 12, 2019, this standard will be effective upon the expiration of the current waiver.
Resort charges may be considered by the Brand if the hotel meets all of the following criteria:
• Listed on the appropriate brand resort website – hiltonresorts.com
• Resort must be included in the property’s legal name
• 100% compliant with all applicable resort Brand Standards
• 100% compliant with all applicable resort Design, Construction and Renovation Standards
• Located in a destination where at least one competitive set hotel applies mandatory resort charges.
• In good standing with the Brand. Hotels that are in poor financial standing with Hilton, are in the red zone or in the progress zone for Quality
Assurance are not eligible.
Prior to implementation, resort charges must be reviewed by Brand Management and approved through the mandated process. Resort charges must:
• Represent a bundle of amenities that would otherwise be charged individually upon use of the amenity (e.g., Internet, parking, telephone charges,
selected third-party activities).
• Not include amenities and/or services, which are required to be complimentary in this Manual (e.g., non-staffed fitness centers, pool towels, etc.).
• Clearly and conspicuously disclosed at the time of reservation in all distribution channels and advertising.
• Amenity charges (e.g., urban fees) at “non-resort” hotels are strictly prohibited.
814.05.B URBAN DESTINATION FEE
Americas:
Prior to implementation, an urban destination fee must be reviewed by Brand Management and approved via the designated brand process.
Conversion hotels that have had an urban destination fee or equivalent program for at least 365 days prior to entry into the Hilton system will be
permitted to continue their existing program until the end of the next budget cycle, at which time the hotel must conform to Hilton’s Urban Destination
Fee program.
To be eligible to implement an Urban Destination Fee, a hotel must:
• Be located in an urban area as approved by the Brand. An urban area is defined as being within a 5 mile perimeter (As defined by geocentric
measurements on Hilton.com. (For example: Hilton NY Midtown is .43 miles from New York, NY center)) of a major city center.
• Be located where at least one nationally recognized branded hotel in the local market STR primary competitive set charges a similar fee
• The Brand may revoke the Urban Destination Fee if the following requirements are not met:
• If applicable, must have a passing grade on the Product Improvement Plan as per the most recent QA/Brand Compliance report
• Must have an acceptable SALT score or better per the most recent QA/Brand Compliance report
• Must maintain a Quality Assurance score of 85% or higher
The Urban Destination Fee MUST include only the following items:
• Complimentary premium guest internet for all non-Diamond guests
• Food and beverage credit of a specific dollar amount equal to the proposed mandatory fee
• One additional on-property benefit or amenity
An Urban Destination Fee may be considered by the Brand if the hotel meets all of the following criteria:
• Does not include amenities and/or services that are required as free in the brand’s operating standards (e.g., newspapers, pool towels, etc.)
• If applicable, hotel owner must sign and return Mandatory Guest Fee amendment to the Agreement which includes the inclusion of
Mandatory Fees as Gross Rooms Revenues or Total Room Revenues for purposes of calculating royalty and program/GSB fees.
NOTE: For hotels that have implemented this charge prior to August 12, 2019, the standard will go into effect on December 31, 2020.

814.07 PASS-THROUGH FEES
Americas:
A Pass-Through Fee is a payment charged and collected by the hotel from a guest that fits all of the following criteria:
• Levied by a 3rd party or external entity (not to include voluntary cooperation among hotels or contractual obligations entered into by the hotel owner)
• Paid to a 3rd party or external entity in the exact amount charged and collected
• Not a gratuity or gratuity-like payment
• Not classified as a tax
Prior to implementation, these fees must be approved by Revenue Management via the appropriate charge submission form.
Examples of Pass-Through Fees include, but are not limited to, the following:
• Destination Marketing Fee
• Tourism Public Improvement District Fee (TPID)
• Tourism Assessment
• Improvement Assessment
• Any other similar fees
NOTE: Only a bona-fide tax can be entered in the tax fields.
Add-on fees must be approved by the Brand Management Team through the waiver process. Add-on fees, other than resort charges, must be “opted in” by
each guest and must be clearly disclosed before the charge is incurred.
814.08 EARLY ARRIVAL FEES
The hotel may institute a charge for early arrival for guests arriving prior to posted checkout time. The following requirements apply:
• Fee must not exceed $25.00 unless approved by the hotel’s Regional Director of Revenue Management
• The hotel must act in accordance with the Early Arrival Guidelines available on The Lobby
PATH: THE LOBBY > DEPARTMENTS > REVENUE MANAGEMENT > FULL SERVICE BRANDS > INCREASING PREMIUM SALES > NOR1 EARLY
ARRIVAL INFORMATION
814.09 CHILDREN'S FEE POLICY
Charges for children 18 years of age and under sharing the same room/suite with their parent(s) or grandparent(s) are not permitted. Charges are permitted
in cases where the guests are staying on a package that includes features that will be provided to the child, or if the property is an All Inclusive Resort.
Charges for children 18 years of age and under sharing the same room/suite with their parent(s) or grandparent(s) are not permitted. Charges are permitted
in cases where the guests are staying on a package that includes features that will be provided to the child, or if the property is an All Inclusive Resort.
If the resort is designated as All Inclusive, it shall not charge fees for children five years old or under, and must provide a discounted child fee (based on local
market) for children six to 12 years old when staying in the same room as adults.
814.10 RATE DIFFERENTIATION

The hotel may not differentiate room type accommodation pricing based solely on the Smoking or Non-Smoking attribute (e.g., pricing a Standard King Non-
Smoking room accommodation type at a premium or at a discount to a Standard King Smoking room accommodation type). Pricing parity must bemaintained
for all comparable smoking and non-smoking room type accommodations (if applicable).
815.00 PROPERTY INFORMATION

815.01 PIM DATA
The hotel must manage and maintain its hotel information within the OnQ PiM (Property Information Manager) system. This system is used to provide the
various booking channel and distribution systems with information about the hotel.
The hotel must ensure the following roles or their equivalent are defined, and include accurate contact information. One person may be the contact for
multiple roles:
• General Manager
• Sales / Business Development / Commercial Leader
• Revenue Management Leader
• Finance Leader
• Food & Beverage Leader
• Front Office Contact
• Housekeeping Leader
• Human Resources Leader
• Hilton Honors Champion
• PiM Contact
• Management Company Representative
815.02 GLOBAL WEB ALERTS

If the hotel is under construction or undergoing significant renovation or remodeling, a Global Web alert must be submitted through the Global Content
Gateway (GCG) forms. The alert must advise guests of potential impacts to their experience and/or to the availability of applicable hotel amenities and
services. Alert forms can be located PATH: THE LOBBY > MY APPLICATIONS > CONTENT GATEWAY > ADD NEW CONTENT > ALERT.
816.00 RESERVATIONS PROCESSING
816.01 RESERVATION REQUESTS

Telephone requests for reservations/cancellations must be transferred to an internal reservations agent or to the hotel’s Consolidated Reservation Desk (if
applicable). Hotels may offer the 1-800 reservations number and/or transfer to central reservations. When these options are not available, hotel employees
receiving the reservation or cancellation request (via telephone or directly) must accept and process the request (based on room availability). If the hotel
transfers reservation/ cancellation requests to a central reservations telephone line, it will be billed at the prevailing consolidated desk rate.
When a reservation cannot be booked at the hotel, the guest must always be offered accommodations at other hotels within the Hilton Portfolio of Brands
using the current cross sell protocol.
816.02 GUEST'S GUARANTEE
The hotel must accept a guest’s guarantee for reservations by one of the following methods:
• Payment of required advance deposit, including tax
• Providing a billable (and collectible), acceptable credit card number that must be submitted to the credit card company for payment if the guest either fails
to arrive or to cancel the guaranteed reservation by the applicable cancellation time (host hotel time)
• Receipt of a fax or email from a company that has credit approval with the hotel
In the event that a credit card used to secure a reservation expires or fails pre-arrival authorization, the hotel is not permitted to immediately cancel the
booking. The hotel must attempt to contact the guest via email or telephone a minimum of two times. The guest must be contacted prior to arrival in order to
obtain a new method of guarantee and may not cancel the reservation without the Guest consent.
816.03 ACCEPTED FORMS OF PAYMENT
The hotel must accept all nationally recognized currencies, credit cards, and credit vouchers issued for general credit purposes that are generally honored at
other affiliated hotels. These include:
• American Express
• Diners Club
• JCB
• MasterCard
• Visa
• Local Currency
The hotel is not permitted to display verbiage in the hotel regarding the use of personal debit cards.
The hotel must enter into all necessary credit card and voucher agreements with the issuers and or processors of such cards and vouchers and must, on
request of the Brand, provide copies of such agreements to the Brand.
North America:
The hotel must accept all nationally recognized currencies, credit cards, and credit vouchers issued for general credit purposes that are generally honored at
other affiliated hotels. These include:
• American Express
• Diners Club
• JCB
• MasterCard
• Visa
• Discover
• Optima
• Local Currency
The hotel is not permitted to display verbiage in the hotel regarding the use of personal debit cards.
The hotel must enter into all necessary credit card and voucher agreements with the issuers and or processors of such cards and vouchers and must, on
request of the Brand, provide copies of such agreements to the Brand.
816.04 ADVANCE DEPOSIT
If the hotel requires an advance deposit, it must refund the deposit if a cancellation is received in accordance with the hotel’s cancellation policy. All refunds
must be completed within seven days.
If the reimbursement is not made and a complaint is registered, Hilton may make the reimbursement and the hotel must reimburse Hilton.
816.05 TERMS OF RESERVATION
The hotel must accept all reservations made through HRCC, Global Distribution Systems, the Internet or other booking channels approved by the
Brand. Rates, guarantee, deposit and cancellation policies effective in the reservation system when the reservation is initially made are guaranteed.
816.06 GUARANTEED ROOM TYPES
Guest room types (bedding type, smoking/non-smoking, and accessible guest rooms) are guaranteed when a reservation is made for a specific guest room
type in the reservations system. Special requests are not guaranteed.
816.07 CANCELLATION POLICY
Cancellation policies may vary by hotel, region, and rate plan. It is strongly recommended that individual hotels determine cancellation policies best suited for
their area and hotel to maximize the number of available guest rooms for guests seeking accommodation.
816.10 BRAND CONSULTATION
Americas: Quality Assurance Auditors, PIP Team, Renovation Cycle Management team members, or other Brand personnel conducting consultations,
evaluations or other business that benefits the hotel must be offered complimentary room and tax, meals on property and regular incidentals.
An opening or converting property must provide complimentary lodging for Hilton team members traveling for the opening process. If the converting property
is in operation, lodging must be provided at the property. If, for any reason, rooms are not available in the opening hotel, lodging must be provided at a
property in market at the opening hotel’s expense.
Quality Assurance Auditors, PIP Team, Renovation Cycle Management team members, or other Brand personnel conducting consultations, evaluations or
other business that benefits the hotel must be offered complimentary room and tax, meals on property and regular incidentals.
816.11 ROOM UPGRADE PROGRAM
If the hotel has three or more up-sellable room types and 10 percent of its guest room inventory allotted against those room types, it is recommended that the
hotel participates in the Brand approved Nor1 eStandby upgrade program.
817.00 ACCREDITED INTERMEDIARIES, CHANNELS, AND PRODUCTS

Distribution of transient and group rates, inventory, promotions and products through third-parties, and sourcing of transient and group business from third-
party intermediaries, is only permitted via accredited channels, and in each case only as authorized in the Channel Guide for that accredited channel. The list
of accredited channels and their respective Channel Guides is available on The Lobby.
PATH: THE LOBBY > DEPARTMENTS > SALES > GLOBAL THIRD PARTY DISTRIBUTION > ACCREDITED CHANNELS
Use of third-party website products claiming to be “closed” membership groups, and same day or mobile sites, is not permitted, even if offered by an
accredited channel.
Hilton will determine the process for hotels to participate in each accredited channel, as described in the applicable Channel Guide. For example, depending
on the channel, this may be “opt-in”, “opt-out”, “intermediary-by-intermediary” and/or “all-or-nothing.”
The hotel must maintain rates and inventory via electronically connected single-image inventory management (e.g., direct OnQ Reservations connectivity).
Providing, via extranet, any rates, inventory, promotions or products that are displayed online through a third party is prohibited.
Any content provided by the hotel to a third party for distribution must also be provided to Hilton for its branded websites and in each case is subject to Hilton
review and approval in Hilton’s discretion.
818.00 DISTRIBUTION
818.01 TRAVEL MANAGEMENT COMPANIES / TRAVEL AGENCY CONSORTIA
Hilton Global Travel Industry Relations maintains strategic partnerships with key accounts within Global and Regional Travel Management Companies
(TMCs), Travel Agency Consortia, Direct Connects, Global Distribution Systems (GDS’s), Travel Clubs, and Government Agencies. For additional
participation details and requirements please refer to TIR.Hilton.com or the Lobby.
PATH: THE LOBBY > DEPARTMENTS > SALES > GLOBAL SALES > GLOBAL TRAVEL INDUSTRY RELATIONS
If the hotel chooses to participate with any centrally managed TMC or Consortia, it must do so under the terms of the Hilton program.
The Consortia Parity SRP program fee is detailed on the yearly budget assumptions. Production is tracked using the parity SRP and Corporate ID number.
The Consortia Program is on an “Opt-Out” and “All-or-None” basis.
If the hotel participates in one or more of the Consortia programs (e.g., Amex FHR, Signature, Virtuoso or Altour Hotel Collection), the hotel must comply with
all program guidelines as stated in the agreements with each Consortium.
818.02 TRAVEL CLUBS
Asia Pacific | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: All hotels must have a AAA/CAA rate
established in all appropriate distribution channels. AAA Members are entitled to receive a minimum core offer of five percent (5%) discount off the
Participating Hotels’ Best Available Rate, which is yieldable and under non-last room availability conditions. Presentation of AAA/CAA membership card is
required at check-in.
Canada | Puerto Rico | United States:
All hotels must have a AAA/CAA rate established in all appropriate distribution channels. AAA Members are entitled to receive a minimum core offer of five
percent (5%) discount off the Participating Hotels’ Best Available Rate, which is yieldable and under non-last room availability conditions. Presentation of
AAA/CAA membership card is required at check-in.
All hotels are required to have an AARP (ARP) rate plan established in the appropriate distribution channels.
• ‘Minimum’ Core offer of five percent (5%) discount off Best Available Rate, which is yieldable and under non-last room availability conditions.
• Presentation of AARP membership card is required.
• Senior, AARP and AAA/CAA rates must have parity in pricing.
• AARP members are offered 2:00 p.m. late check-out, based on availability.
818.03 GOVERNMENT AGENCIES

The FedRooms program is optional for all hotels, and an annual RFP must be submitted for participation.
The participation fee is based on a percentage of room revenue, collected through the commission payment system, and passed through Hilton directly to the
program.
Participating hotels are referenced in the online booking tools used by the U.S. Government. (Program fees set by the U.S. Government and are subject to
change.)
The CWTSatoTravel government program is optional for all hotels, and an annual RFP must be submitted for participation.
The program requires standard commissions based on room revenues and operates under Hilton’s Pay for Performance program.
Participating hotels are referenced in CWTSatoTravel’s agent booking tools, have access to CWTSatoTravel call centers and receive Hilton Field Sales
support (Pay for Performance fees subject to change).
The Omega government program is optional for all hotels, and an annual RFP must be submitted for participation.
The program requires standard commissions based on room revenues and operates under Hilton’s Pay for Performance program.
Participating hotels are referenced in Omega’s agent booking tools, have access to Omega call centers and receive Hilton Field Sales support (Pay for
Performance fees subject to change).
The ADTRAV government program is optional for all hotels, and an annual RFP must be submitted for participation. The program requires standard
commissions based on room revenues and operates under Hilton’s Pay for Performance program. Participating hotels are referenced in ADTRAV’s agent
booking tools, have access to ADTRAV call centers and receive Hilton Field Sales support (Pay for Performance fees subject to change).
819.00 DEMAND GENERATION AND ECOMMERCE

The Affiliate programs are administered by the eCommerce/Marketing team.
819.01 INTERNET DISTRIBUTION PROGRAM
Standard affiliate commission on the total room rate and other commissionable charges is 5-10%, on average, but is subject to change. Hotel participation in
the Affiliate Distribution Program is mandatory.
819.02 HILTON PLUS PROGRAM
The Hilton Plus Program gives the hotel the ability to sell vacation packages, combine rooms, air, car and other travel components. Only the hotel room
revenue component associated with a Hilton Plus package consumed sale is commissionable to the Packaging Technology Provider. The Hilton Plus
Program is mandatory for all hotels in the System.
819.03 HILTON ADVANCE PROGRAM
Americas:
The hotel must participate in the Corporate Hilton Advance program which is a simplified digital paid media strategy, metasearch top-up, and destination
marketing co-op. Bookings via digital channels, including brand websites, program-funded paid media, price-comparison sites, destination marketing
campaigns, and other direct bookings are commissionable.
For more details on the Advance program, please visit Hilton.com/Advance.
820.00 SENIOR RATE PROGRAM
820.01 SENIOR RATE PROGRAM

Existing Senior (SNR) rates must have parity in pricing with AARP & AAA/CAA.
• Rate offered to guests age 65 or older
• Proof of eligibility required at check-in
820.02 GLOBAL TRAVEL PARTNERSHIPS
If the hotel is OnQ-enabled and participating in the Travel Planner Centralized Payment program, it must participate in the Unlimited Reward Travel Agent
Loyalty program.
Unlimited Reward members will be paid for stays containing an Unlimited Reward number at all hotels globally with varying payouts based on the stay type
that is booked through the Global Distribution System (GDS), Hiltontravelagents.com or brand.com.
Booking fees associated with this program are subject to change without advanced notice. Hotels will be invoiced once the stay has been consumed by the
traveler.
PATH: THE LOBBY > DEPARTMENTS > SALES > GLOBAL TRAVEL PARTNERSHIPS > UNLIMITED REWARDS
820.03 SCOUT PROGRAM
Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: Hotel is required to pay Employees in countries where the
Scout Program is live.
North America:
• Scout commissions must be paid by referred hotels within 30 days of receipt of invoice from Hilton
• Upon receipt of payment, referring hotels must pay any Scout commissions to the referring team member on the next available paycheck
• All sales employees must complete Hilton University Meeting Broker Training as defined by each brand
820.04 FASTPAY
Europe | Middle East and Africa: Participation in FastPay, and payment of group intermediary commission via FastPay, is required.
Fastpay is a program that has the built-in technology to automate and centrally pay commissions to group intermediaries, facilitating a more efficient billing
process and reduced cancellation work by the hotel that will save time and administrative costs. Hotel must use only Brand- accredited group intermediaries.
A list of the Brand-accredited group intermediaries is available on the Distribution services page on the Lobby.
Commission amounts paid to brand – accredited group intermediaries via FastPay are calculated based on the room revenue and Ancillary items (F&B,
Meeting space rental) generated by the meeting and base group sales commission rate as outlined in our group commission guidelines.
To facilitate efficient and accurate payment, the group pickup numbers must be turned in within 2 weeks of group ending shoulder date. If group pickup is not
received within 2 weeks of group ending shoulder date, Distribution Services will initiate payment to the group intermediary based on the invoiced amount.
Hotel must notify Distribution Services if at least 90% of master bill room revenue has not been paid at the time that the group pick up is submitted. All
FastPay commission payments must be routed centrally through Distribution Services. Any credits due to the hotel will be reflected on the monthly
Distribution Services/TACS invoice.
North America: Participation in FastPay, and payment of group intermediary commissions via FastPay, is required.
FastPay is a program that has the built-in technology to automate and centrally pay commissions to group intermediaries, facilitating a more efficient billing
process and reduced reconciliation work by the hotel that will save time and administrative costs. Hotel must use only Brand-accredited group intermediaries.
A list of the Brand-accredited group intermediaries is available on the Distribution Services page on the Lobby.
Commission amounts paid to brand-accredited group intermediaries via FastPay are calculated based on the room revenue generated by the meeting and
base group sales commission rate as outlined in our group commission guidelines.
To facilitate efficient and accurate payment, the group pickup numbers must be turned in within 2 weeks of group ending shoulder date. If group pickup is not
received within 2 weeks of group ending shoulder date, Distribution Services will initiate payment to the group intermediary based on the invoiced amount.
Hotel must notify Distribution Services if at least 90% of master bill room revenue has not been paid at the time that the group pickup is submitted. All
FastPay commission payments must be routed centrally through Distribution Services. Any credits due to the hotel will be reflected on the monthly
Distribution Services/TACS Invoice.
PATH: LOBBY > DEPARTMENTS > SALES > DISTRIBUTION SERVICES > TRAINING & ELEARNING
821.00 TRAVEL AGENT COMMISSION PROGRAM

If the hotel has OnQ PM or Opera Integrated PM it must participate in the centrally paid Travel Agent Commission Program, and reimburse the Brand by the
15th of the month for commissions paid in the previous month.
If the hotel does not have OnQ PM or Opera Integrated PM, it must participate in the centrally paid Travel Agent Commission Program, and reimburse the
Brand by the 15th of the month for commissions paid in the previous month, to the extent they are not restricted by local regulatory, fiscal or systems (i.e.,
property management system) limitations.
If the hotel is unable to participate in the centrally paid Travel Agent Commission Program, it must pay travel agency commissions directly from the hotel on a
weekly basis.
Distribution Services also process commissions and payments relating to other Marketing and Sales Programs, which may include fees to the hotel that may
be amended from time to time. For additional details, requirements and resources please refer to the Distribution Services page on the Lobby.
PATH: THE LOBBY > DEPARTMENTS > GLOBAL SALES > DISTRIBUTION SERVICES
The Distribution Services Department will only pay commissions to sellers of travel who are registered with an accredited organization such as IATA or TIDS.
Other acceptable associations are ARC, TSI, CLIA, ERSP, SATO, TRUE and TS. These are organizations that:
• Are established in the travel industry
• Operate from an established business address
• Where needed, hold current and valid local/state/provincial business registrations and licenses
• Produce and service individual, wholesale and/or group business for their hotels
NOTE: The Hilton Distribution Services Department reserves the right not to pay commissions to a travel planner if, in the sole judgment of Hilton, the agent
does not engage in sound ethical, business and legal practices in the operation of its business.
All commissionable rates are identified in the reservation systems.
The hotel is not permitted to negotiate or override commission amounts set by Hilton. Standards for commission calculations and percentages may vary by
country, and the hotel must comply with the commission standards for its country. The full commission will be paid. Commission rates must be clearly
disclosed on all group booking contracts.
Travel agent commission inquiries will be posted on the Travel Agent Commission Settlement website http://ce.tacsnet.com or (THE LOBBY > MY
APPLICATIONS > DISTRIBUTION SERVICES–TACS) and must be reviewed and closed with an appropriate response to the agent.
If the hotel has OnQ PM or Opera Integrated PM, the hotel has the option to work its inquiries or have Distribution Services work them on behalf of the hotel.
Any inquiries still open at the end of five calendar days are forwarded to Distribution Services. If it is determined by Distribution Services that the inquiry is
commissionable, Distribution Services will authorize payment and bill the hotel accordingly.
If the hotel does not have OnQ PM or Opera Integrated PM, it must close all centrally logged agent inquiries within 30 days and initiate payment, where due,
within the current pay cycle.
Commission inquiries must be researched for a period of up to 12 months after the departure date of the reservation. Inquiries raised by agents more than 12
months after the departure date of the reservation will not be logged centrally, and should be answered directly by the hotel.
822.00 GO HILTON
822.01 TEAM MEMBER TRAVEL PROGRAM
The hotel must maintain compliance with all program requirements as detailed in the Go Hilton Program Guide.
822.01.A ELIGIBILITY
The following groups are eligible to participate in the Go Hilton Team Member Travel Program:
• Active employees at the locations below are eligible to participate in the Team Member Travel Program. This includes all regular full-time, part-time
and seasonal staff, employed by one of these locations:
• Hotels managed by Hilton
• On-property at independently owned and operated franchised Hotels
• Hilton Grand Vacations (HGV) locations
• Hilton Corporate Offices
• Active business partners working at Hilton Reservations and Customer Care (HRCC)
• All Owners Recognition Club Members
• Members of the Long Tenure Travel Program, as defined in the Go Hilton Program Guide
The following groups are not eligible to participate in this program:
• On-call and other temporary staff
• Above property franchisees and management company representatives not working on property (e.g., corporate office, management company office,
etc.)
• Retired and/or terminated Team Members unless they are eligible for the Long Tenure Travel Program as defined in the Go Hilton Program Guide
• Retired and/or terminated business partners/contractors at Hilton Reservations and Customer Care (HRCC) unless they are eligible for the Long
Tenure Travel Program as defined in the Go Hilton Program Guide
• All other independent, third-party business partners/contractors
822.01.B ROOM RATES
Standard Team Member room rates:
$35.00* USD per night
• Motto
• Hilton Garden Inn
• Hampton
• Tru
• Homewood Suites
• Home2 Suites
$45.00* USD per night:
• Hilton Hotels & Resorts
• DoubleTree Hotels & Resorts
• Tapestry Collection
• Embassy Suites
• Canopy
• Curio Collection
• Hilton Grand Vacations
• Conrad Hotels & Resorts
• LXR Hotels & Resorts
• Waldorf Astoria Hotels & Resorts
* Team Member rates are per room per night up to the maximum allowed occupancy per room. The rates are not per person. If the hotel allows for
adding a cot or rollaway bed to the room, the extra charge must be provided at the hotel's normal charge for a cot or rollaway bed (typically a nominal
fee in the range of $10-20 USD per cot or rollaway bed).
Team Member rates quoted above do not include any necessary local country and/or city taxes.
USD Team Member rates must be converted to the applicable local currency once per year based on Plan exchange rates.
Any applicable resort fees, urban fees, or daily mandatory charges must be waived for Team Member rates, and resort amenities must still be made
available to Team Members. Some hotels have mandatory charges that are not typical resort fees and are not related to resort amenities. Instead, the
mandatory charges are for items such as local taxes and staff gratuities under union contracts. In these cases, the mandatory charges are not required
to be waived for Team Member rates.
For hotels in the EMEA and APAC regions, the Team Member rate includes breakfast for all guests in each room up to each room's maximum allowed
occupancy. This includes any guests who are staying on a cot or rollaway bed that was added to the room, as long as it is still only up to the room's
maximum allowed occupancy.
Team Member rates may be higher for a very small subset of hotels with above average operating costs, such as all-inclusive resorts, or where
necessary based on local tax regulations. These are determined and loaded on a case-by-case basis based on analysis and discussions between the
Go Hilton and Operations Finance teams.
822.01.C OTHER DISCOUNTS
Eligible participants staying on a Team Member or Family and Friends rate must receive a 50% food and beverage discount* at restaurants operated by
the host hotel. Restaurants are defined as outlets offering hot food prepared on-property.
*Discount may not be applied to mini-bar purchases or in-room dining. Please refer to the Go Hilton Program Guide for additional terms and conditions.
Australia | New Zealand:
*Discount may not be applied to mini-bar purchases or in-room dining. Please refer to the Go Hilton Program Guide for additional terms and conditions.
United States:
*Discount may not be applied to alcoholic beverages, mini-bar purchases or in-room dining. Please refer to the Go Hilton Program Guide for additional
terms and conditions.
822.01.D INVENTORY AND RESERVATIONS
Room inventory is centrally managed and determined based on the Occupancy Forecast Engine. Please refer to the Go Hilton Inventory Management
Quick Reference Guide for more details, including the submission processes for Extraordinary Demand Dates and High Demand Dates.
The hotel must comply with the Hilton Honors Member Relocation and Recovery requirements if they are unable to accommodate a guaranteed Team
Member rate reservation.
In the event that a credit card used to secure a Go Hilton reservation expires or fails pre-arrival authorization, the hotel is not permitted to immediately
cancel the booking. The hotel must attempt to contact the guest via email or telephone a minimum of two times prior to arrival in order to obtain a new
method of guarantee.
822.01.E DOCUMENTATION
Eligible participants are required to present photo identification and a valid form of payment upon check-in.
Travel Passports are not required for any reservations. Independent employee or reservation verification forms are strictly prohibited.
822.01.F HILTON HONORS BENEFITS
When staying on Team Member rates, Hilton Honors members must receive all standard Hilton Honors benefits for their tier, in addition to any benefits
awarded through the Team Member Hilton Honors or Owners Hilton Honors program.
822.02 FRIENDS AND FAMILY TRAVEL PROGRAM

In addition to the below standards, the hotel must maintain compliance with all program requirements as detailed in the Go Hilton Program Guide.
822.02.A ELIGIBILITY
Eligible participants and family and/or friends authorized by an eligible participant are eligible to participate in the Go Hilton Family and Friends Travel
Program.
822.02.B ROOM RATES
Standard Family and Friends rates are 50% off the Best Available Rate (BAR)*. BAR is defined as the lowest unqualified, unrestricted rate that is
subject to the hotel’s standard cancellation policy.
*Resort Fees may be applied to Family and Friends Rates. Countries with tax regulations requiring rates higher than the standard Family and Friends
rate might reflect a rate that exceeds 50% off BAR. Refer to the Go Hilton Program Guide for any countries where this condition applies.
822.02.C OTHER DISCOUNTS
Family and Friends are not eligible for the food and beverage discount on their own. They must be dining with an eligible participant who is staying on a
Team Member or Family & Friends rate.
822.02.D INVENTORY AND RESERVATIONS
Room inventory is centrally managed and determined based on the Occupancy Forecast Engine. Please refer to the Go Hilton Inventory Management
Quick Reference Guide for more details, including the submission processes for Extraordinary Demand Dates and High Demand Dates.
The hotel must comply with the Hilton Honors Member Relocation and Recovery requirements if they are unable to accommodate a guaranteed Family
and Friends rate reservation.
In the event that a credit card used to secure a Go Hilton reservation expires or fails pre-arrival authorization, the hotel is not permitted to immediately
cancel the booking. The hotel must attempt to contact the guest via email or telephone a minimum of two times prior to arrival in order to obtain a new
method of guarantee.
822.02.E DOCUMENTATION
Eligible participants and family and/or friends authorized by an eligible participant referenced are required to present photo identification and a valid
form of payment upon check-in.
Travel passports are not required for any reservations. Independent employee or reservation verification forms are strictly prohibited.
822.02.F HILTON HONORS BENEFITS
When staying on Family and Friends rates, Hilton Honors members must receive all standard Hilton Honors benefits for their tier, in addition to any
benefits awarded through the Team Member Hilton Honors or Owners Hilton Honors program if applicable.
823.00 OWNER'S RECOGNITION PROGRAM

The hotel must participate in the Owners Recognition Club program. For additional information refer to the Owners Recognition Club page within the Lobby.
PATH: THE LOBBY > DEPARTMENTS > OWNER RELATIONS > OWNER RECOGNITION > OWNERS CLUB
900 - ACCESSIBILITY, SAFETY AND SECURITY
ACCESSIBILITY, SAFETY AND SECURITY

900-
901.00 BUILDING CODE & GOVERNMENT REGULATION...............................................................................................900-2

902.00 ACCESSIBILITY............................................................................................................................................................... 900-2
903.00 EMERGENCY RESPONSE AND CRISIS INCIDENT PLANNING ................................................................................900-17
904.00 FIRE LIFE SAFETY........................................................................................................................................................ 900-22
905.00 SKYLIGHT INSPECTION............................................................................................................................................... 900-23
907.00 GUEST ROOM SECURITY............................................................................................................................................ 900-24
908.00 MASTER KEY CONTROL.............................................................................................................................................. 900-24
909.00 LOST AND FOUND........................................................................................................................................................ 900-24
911.00 INFORMATION PRIVACY AND DATA PROTECTION ................................................................................................... 900-25
912.00 INSURANCE .................................................................................................................................................................. 900-31
913.00 EMPLOYEE SECURITY................................................................................................................................................. 900-41
914.00 RISK MITIGATION PLAN ............................................................................................................................................... 900-41
901.00 BUILDING CODE & GOVERNMENT REGULATION

The hotel, in all aspects of its facilities and operation, must comply with all applicable laws, codes, ordinances, and regulations.
902.00 ACCESSIBILITY
American Samoa | Guam | Puerto Rico | United States | Virgin Islands, U.S.: All hotels must comply with Title III of the Americans with Disabilities Act
(“ADA”). Hotels shall not engage in any practice that discriminates against any individual on the basis of disability in violation of the ADA. The items set forth
below cover some aspects of ADA compliance but are not intended to cover all applicable ADA requirements. Hotels are responsible for familiarizing
themselves with all ADA requirements and complying with them. Information concerning the ADA can be found at www.ada.gov.
Asia Pacific | Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | South America: The hotel must meet all local disability
requirements and any brand-specific requirements. Equipment/devices for travelers with disabilities must be available as a loan item, and complimentary to
the guest. All management-on-duty and front desk staff must be familiar with the location and operation of such equipment/devices. A list of these items must
be maintained at the front desk.
902.01 FOR HOTELS CONSTRUCTED AFTER 1/26/1993
"The ADA requires that hotels constructed for first occupancy after January 26, 1993, must be constructed in accordance with ADA Standards established by
the U.S. Department of Justice (“Department”). The Department’s original ADA Standards for Accessible Design are referred to as the “1991 Standards.” The
Department published revised ADA Standards, the “2010 Standards,” on September 15, 2010. Certain dates in the construction process determine which
ADA Standards – the 1991 Standards or the 2010 Standards – must be used.
Hotels newly constructed after January 26, 1993 but before September 15, 2010, are subject to the new construction requirements as set out in the 1991
Standards.Hotels that undertook new construction between September 15, 2010, and March 15, 2012, could choose either the 1991 Standards or the 2010
Standards but must then use the selected Standard for all elements in the entire facility. For example, a hotel could not use the 1991 Standards for toilets and
the 2010 Standards for visual alarms. After March 15, 2012, all hotels must comply with the 2010 Standards for new construction.
The “date” of new construction for purposes of determining which Standards to apply is tied to the permitting process in those jurisdictions that have such a
process, and to the start of physical construction in those jurisdictions that do not have a permitting process.
In those jurisdictions with a permitting process, the date of new construction is the date on which the last or final building permit application for new
construction is certified. In jurisdictions where certification of permit applications is not required, the determining factor is the date on which the jurisdiction
received the permit application.Where no permits are required, new construction dates from the start of physical construction. The 1991 and 2010 Standards,
accompanying guidance, and other technical assistance can be found on the Department’s website at www.ada.gov"
Among other requirements, the hotel must have the following:
• The required number of accessible rooms and the required number of accessible rooms with roll-in showers (1991 Standards § 9.1.2) or (2010 Standards
§§ 201.1, 224.1, 224.2);
• The required number of removable tub seats (1991 Standards §§ 9(1), 9.1.2 and 4.20.3) or (2010 Standards §§ 607, 806.2.4);
• The required number of accessible rooms for the hearing impaired with the required visual alarms and notification devices (1991 ADA Standards §§ 9.1.2,
9.1.3) or (2010 Standards §§ 201.1, 224.1, 224.4, 806.3); and
• Roll-in showers that comply with 1991 Standards § 4.21 and Figure 57(a) or (b) or 2010 Standards §§ 224.2, 608,609, 610, 806.2.4 and Figure 608.2.2 or
608.2.3.
902.02 ALTERATION AND BARRIER REMOVAL

American Samoa | Guam | Puerto Rico | United States | Virgin Islands, U.S.: The ADA requires hotels, regardless of when they were constructed, to
remove architectural barriers to access unless the removal is not readily achievable, even where no alterations have been made or are planned. All
alterations to hotels made after January 26, 1992, must be made in accordance with the applicable ADA Standards (2010 ADA Standards since March 15,
2012) to the maximum extent feasible. In addition, alterations to primary function areas trigger an obligation to make the “path of travel” to the altered primary
function area accessible as further described in the Code of Federal Regulations (28 C.F.R. § 36.403 – this section can be found at www.ada.gov/regs2010/
titleIII_2010/titleIII_2010_withbold.htm).
902.03 ADA “SURVEY INSTRUMENT”
Any hotel may opt to complete the Hilton ADA “Survey Instrument” available at www.hwisurvey.com.Each hotel built for first occupancy after January 26,
1993, that experienced any of the events mentioned below between March 30, 2011, and March 30, 2015, must complete and submit the completion chart for
the hotel’s ADA Survey Instrument. This must be done through the online platform at www.hwisurvey.com once the hotel has completed all the work
described in the remedial measures section of its ADA Survey Instrument.The hotel may be randomly selected for an audit.As explained in the Survey
Instrument, any areas of non-compliance must be addressed by the owner or franchisee within five to seven years (depending on the item in question) from
the date of the event that triggered the requirement for the Survey Instrument (below). This date is available on the hotel’s ADA Survey Instrument.
Hotels whose construction began after March 30, 2011, are exempt from this requirement but must follow the ADA compliance certification process
mentioned in Standard 902.04 of this Brand Standards Manual.
• Entering into a new franchise or management agreement with us.
• Renewing or extending an existing franchise or management agreement for more than a total of 6 months.
• Requesting we consent to a change of ownership.
902.04 CERTIFICATIONS OF COMPLIANCE - NEW CONSTRUCTION
American Samoa | Guam | Puerto Rico | United States | Virgin Islands, U.S.: "Effective Date: March 30, 2011.
Owners of hotels whose construction begins after the Effective Date must submit certifications (pre-construction and post-construction) from an architect
experienced with applying ADA requirements stating that the plans for the hotel and the as-built hotel comply with the ADA. A copy of the required
certification forms can be obtained from the Hilton ADA Compliance Officer."
902.05 ADA CONTACT
Each hotel must designate an existing team member as the onsite ADA Contact Person. The ADA Contact Person shall have authority to resolve complaints
at the local level (e.g., General Manager, Hotel Manager, Director of Operations, Director of Front Desk or Front Desk Manager, etc.).
Each hotel must place a notice in its in-room directory of services that states:
For any questions or complaints regarding the services, amenities, accommodations, or facilities provided to persons with disabilities, please contact the
hotel’s ADA Contact Person at [insert direct phone line or extension number].
Any hotel team member receiving a disability-related complaint must refer the complaint to the hotel’s ADA Contact Person or the Manager On Duty if the
ADA Contact Person is not available.
902.06 ADA TRAINING PROGRAM

Each hotel is required to implement an ADA training program for its team members as follows:
• All hotel team members must complete a program to educate them on the use of service animals and effective communication with individuals with
disabilities (Finance, Purchasing, Kitchen, Stewarding, Housekeeping, and Laundry department team members are exempt).
• Front Desk team members, General Managers, and Chief Building Engineers / Directors of Engineering must complete the program described above, and
must complete an additional program that includes the following topics: Proper assignment of accessible rooms Emergency procedures for guests with
disabilities Reasonable modifications of policies, practices, and procedures for guests with disabilities Maintenance of accessible features The provision
and use of roll-in showers with fold-down seats The provision and use of removable tub seats The operation of communications equipment for individuals
with hearing impairments
• Newly-hired team members falling into the categories set forth above shall complete their training within 3 months of hire.
• All team members required to have ADA training shall undergo refresher training every 3 years. The hotel’s ADA Contact Person must undergo refresher
training every 2 years.
• Hilton Managed Hotels must utilize the ADA Training Program available on Hilton University. Instructor-led materials are available for the two modules
specified on The Lobby’s Accessibility site (The Lobby > Departments > Accessibility). Hilton will permit franchised hotels to utilize its ADA training
program. However, franchisees may develop their own ADA training program provided that it meets the requirements set forth above. If a franchisee uses
its own ADA training program, it must provide a copy of the training program to Hilton’s ADA Compliance Officer at least 30 days prior to the
commencement of team member training for approval.
902.07 ACCESSIBLE ROOM UPGRADES
American Samoa | Guam | Puerto Rico | United States | Virgin Islands, U.S.: If an accessible room that has been reserved by a guest with a disability is
not available upon check-in and there is a more expensive class of accessible room that is available, the hotel must upgrade the guest to the more expensive
accessible room at no additional charge. Where or when a more expensive class of accessible room is not available, the hotel must accommodate the guest
in another accessible room that will meet the guest’s needs. If the guest’s needs cannot be met with any of the hotel’s rooms, alternate accommodations
must be made for the guest elsewhere, following the relocation standards per the Brand’s Operating Standards Manual. Guests with disabilities can always
upgrade to another available room at their own expense on the same basis as other guests.
902.08 SERVICE ANIMALS
Service animals that provide assistance to individuals with disabilities are welcome at all hotels. Service animals are not pets and no policies or requirements
that apply to pets should be applied to service animals. Hilton Managed hotels must follow the Service Animal Policy below. Franchisees may adopt the
policy below or may implement their own policy as long as it meets all state and federal legal requirements.
ATTACHMENT A
POLICY FOR SERVICE ANIMALS USED BY INDIVIDUALS WITH DISABILITIES
Effective March 15, 2011
(Revised February 10, 2012)
This policy applies to all Hilton Worldwide Inc. (“Hilton”) hotels, resorts, and vacation ownership properties in the United States and its Territories. Consistent
with the requirements of Title III of the Americans with Disabilities Act (ADA), it is Hilton’s policy to not discriminate against any individual with a disability in
the full and equal enjoyment of our goods, services, facilities, and accommodations.
Service animals that provide assistance to individuals with disabilities are welcome at all Hilton Worldwide brand hotels. Service animals are not pets and no
policies or requirements that apply to pets should be applied to service animals. Effective March 15, 2011, under the ADA, dogs that are individually trained to
perform work or tasks for an individual with a disability are considered service animals and must be allowed to accompany the individual with a disability into
any area that is open to the public. Miniature horses that are individually trained to perform work or tasks for individuals with disabilities, while not technically
defined as service animals, must be treated the same as dogs that serve as service animals. Animals whose sole function is to provide emotional support/
comfort or crime deterrence are not service animals. Service animals do not have to wear a vest or a tag, have documentation, or be licensed or certified by a
state or local government.
Some states also recognize other types of animals as service animals and extend protection to service animals in training. Hotels in those states must treat
those types of animals as service animals as well.
Service animals perform some of the functions and tasks that the individual with a disability cannot perform without assistance. For example, service animals
guide individuals who are blind or have low-vision, alert persons with hearing impairments to sounds, pull wheelchairs, and retrieve or carry things for
persons with mobility impairments. Some service animals also perform work or tasks for persons with traumatic brain injury, intellectual disabilities, or
psychiatric disabilities, such as reminding a person with depression to take medication or waking him up, alerting a person with anxiety to the onset of panic
attacks, orienting people with schizophrenia to reality, and helping people with intellectual or cognitive disabilities to locate misplaced items, find places, or
follow daily routines.
A hotel must treat individuals with disabilities traveling with a service animal on the same terms and conditions as any other guest. The hotel may not treat
the service animal as a pet, require a security deposit for the service animal, charge a cleaning or any other fee for the service animal (other than for damage
actually caused by the service animal), require the guest to sign a waiver or any other document, or otherwise impose any rules, charges, or conditions
specific to the use of a service animal. The hotel must make the same room inventory, facilities and public spaces available to guests with service animals as
for any other guest.
If it is not obvious that an animal is a service animal, a hotel may only ask the person with the disability two questions:
• Is your animal a service animal required because of a disability?
• What work or tasks has your service animal been trained to perform?
Under no circumstances must a hotel ever ask a guest any questions about his or her disability. If a guest answers no the first question or cannot
answer the second question, a hotel may ask the person with a disability to remove the animal from the premises, but the hotel must offer to provide the
person access to the hotel’s goods and services without the animal. Decisions to exclude animals from a hotel should be made by a manager.
A hotel can ask an individual with a disability to remove a service animal from the hotel if: (a) the animal is out of control and the animal’s handler does not
take effective action to control it; or (b) the animal is not housebroken. With regard to miniature horses, a hotel may also exclude an animal that is so large
that it cannot be accommodated in the hotel. Hotels may not exclude a particular service animal based on past experience with other animals or based on
fear that is not related to an individual service animal's actual behavior. Each situation must be considered individually. If a hotel excludes a service animal
because for the reasons set forth above, it must offer to provide service to the individual with a disability unaccompanied by that particular service animal.
Hilton Managed hotels must follow this policy. Franchisees may adopt the policy or may implement their own policy as long as it meets all state and federal
legal requirements.
902.09 MOBILITY DEVICES USED BY INDIVIDUALS

Hotels must allow individuals with mobility disabilities to use manual and powered devices for mobility at the hotel. Hilton Managed hotels must follow the
Policy for Mobility Devices below. Franchisees may adopt the policy below or may implement their own policy as long as it meets all state and federal legal
requirements.
ATTACHMENT B
POLICY FOR MOBILITY DEVICES USED BY INDIVIDUALS WITH MOBILITY DISABILITIES
This policy applies to all Hilton Worldwide Inc. (“Hilton”) hotels, resorts, and vacation ownership properties in the United States and its Territories.
Consistent with the requirements of Title III of the Americans with Disabilities Act (ADA), it is Hilton’s policy to:
• allow individuals with mobility disabilities to use manually-operated or power-driven wheelchairs, and other manually-operated mobility aids (such as
walkers and canes) that are designed to assist those individuals with locomotion, in all areas of a facility that are open to other guests or the public; and
• allow individuals with mobility disabilities to use other power-driven mobility devices (“OPMDs”) for locomotion in all areas of a facility that are open to other
guests or the public, subject to the rules set forth in this policy.
Definition of “Wheelchair” and “OPMD”
The ADA defines a wheelchair as a mobility device -- either manual or powered -- designed primarily for use by an individual with a disability for mobility
locomotion.
The ADA defines an OPMD as “any mobility device powered by batteries, fuel, or other engines -- whether or not designed primarily for use by individuals
with mobility disabilities -- that is used by individuals with mobility disabilities for the purpose of locomotion. . . or any mobility device designed to operate in
areas without defined pedestrian routes, but that is not a wheelchair.” Examples of OPMDs include golf carts and electronic personal assistance mobility
devices such as the Segway®.
Verification of Need to Use an OPMD for a Disability Related Reason
Only individuals with mobility disabilities may use OPMDs on the property (“Qualified User”). However, you must never inquire about the nature of a person’s
disability. If the reason for an individual’s use of an OPMD is not obvious, you may ask whether the OPMD is required because of a mobility disability. You
may also ask for the following information:
• a valid, State-issued disability parking placard or card;
• State-issued proof of disability; or
• a verbal representation that is not contradicted by observable fact.
The use of an OPMD should not be restricted or denied without approval by a Manager, except in emergency situations where the OPMD is posing an
immediate threat to the safety of the Qualified User or other people.
Rules for the Safe Operation of OPMDs
The property shall provide Qualified Users with a copy of the attached “Rules Regarding the Safe Operation of Other Power Driven Mobility Devices” (the
“Rules”) as soon as practicable. Qualified Users must operate OPMDs on the property in accordance with the Rules. If a Qualified User does not adhere to
one or more of the Rules, hotel personnel should remind the Qualified User of the Rules and provide the individual with a copy of the Rules. If the Qualified
User continues to violate one or more Rules after being so advised, the property may limit or prohibit the use of the OPMD by that individual on the property.
This decision should be made by a manager after speaking with the individual. The individual must still be given full access to the services, goods and
accommodations of the property without the OPMD.
RULES REGARDING THE SAFE OPERATION OF OTHER POWER DRIVEN MOBILITY DEVICES
1. OPMDs must be operated in a manner that does not compromise the safety of its Qualified User or, other persons at the property, or the building
infrastructure.
2. Qualified Users must yield to pedestrian traffic.
3. Qualified Users must exercise caution when turning corners or navigating narrow corridors or areas of the property that have significant foot traffic.
4. In pedestrian areas (e.g. indoor areas, sidewalks) OPMDs may not be operated at a speed faster than three (3) miles per hour or the current flow of
pedestrian traffic; whichever is slower.
5. OPMDs are not permitted on escalators, stairs or steps. OPMDs are permitted in elevators provided the Qualified User exercises caution when
entering and exiting the elevator.
6. OPMDs that are fuel-powered or powered by combustion engines may not be used indoors.
7. OPMDs may not be left unattended unless they can be locked. OPMD owners must consult with hotel personnel before leaving their OPMDs
unattended or the OPMD may be moved to a different location.
8. Qualified Users must observe and adhere to all applicable safety rules and regulations governing the operation and use of the OPMD as published
by the manufacturer.
9. Qualified Users must observe and adhere to all applicable safety rules and regulations governing the operation and use of the OPMD as
promulgated by any federal, state or local authorities.
10. Qualified Users may not use a cell phone or any other device not necessary to the operation of the OPMD while operating the OPMD. Hands free
cell phone devices are permitted when such usage does not compromise the safety of the user or other persons.
11. OPMDs must be operated in a manner that does not cause damage to the property, its furnishing, fixtures, or improvements.
legal requirements.
902.10 COMMUNICATION WITH INDIVIDUALS WITH DISABILITIES
Consistent with the requirements of Title III of the Americans with Disabilities Act (ADA), all hotels must ensure effective communication between its team
members and guests or potential guests with disabilities. Hilton Managed hotels must follow the Effective Communication Policy below. Franchisees may
adopt the policy below or may implement their own policy as long as it meets all state and federal legal requirements.
ATTACHMENT C
POLICY FOR ENSURING EFFECTIVE COMMUNICATION WITH INDIVIDUALS WITH DISABILITIES
(Revised July 1, 2013)
the full and equal enjoyment of our goods, services, facilities, and accommodations. It is also Hilton’s policy to ensure effective communication between its
employees and guests or potential guests with disabilities. Accordingly, Hilton will provide, free of charge, appropriate auxiliary aids and services, whenever
necessary, to ensure effective communication with guests or potential guests with disabilities. The companions of guests or potential guests, to the extent
they have disabilities, will also be covered by this policy. For purposes of this policy, these individuals shall be collectively referred to as “individuals with
disabilities.”
How does Hilton ensure effective communication with individuals with disabilities?
Individuals who have speech, hearing, and sight disabilities may need auxiliary aids and services in order to effectively communicate with Hilton employees.
Hilton ensures effective communication by accepting telephone calls made by individuals who use relay services to make phone calls and handling them in
the same manner as non-relay calls, regardless of the type of relay service used by the caller to communicate with the relay operator (e.g.,
telecommunications relay, internet protocol relay, or video relay). In addition, Hilton will also provide appropriate auxiliary aids and services to individuals with
disabilities at no extra charge in order to ensure effective communication. The types of auxiliary aids and services that may be provided include a wide
variety of equipment, materials, and personal services, some of which are described below.
The determination of which appropriate auxiliary aids and services are necessary, and the timing, duration, and frequency with which they will be provided,
will be made by Hilton. However, Hilton will consult with the individual with a disability because people’s needs are different, and because different situations
call for different types of auxiliary aids and services. The determination will take into account the following factors:
a. The nature, length, and complexity of the communication at issue;
b. The complexity of the communication at issue;
c. The method of communication used by the individual;
d. The individual's request or statement of need for a specific auxiliary aid or service;
In order to be effective, auxiliary aids and services must be provided in accessible formats, in a timely manner, and in such a way as to protect the privacy
and independence of the individual with a disability.
Examples:
1. It is generally appropriate for a front desk team member checking in a guest to communicate with a guest who is deaf by exchanging notes.
However, for a meeting involving more complex communications, such as a meeting to plan a large conference at a property, the property would
likely have to provide a sign language interpreter for the meeting at no charge in order to ensure effective communication.
2. A guest who is blind cannot read the menu in a sit-down restaurant. In this situation having a waiter promptly read the menu to the guest provides
effective communication. However, if the establishment is a fast food restaurant with no employees regularly available to promptly read menus to
guests, Braille or audio taped menus would better ensure effective communication.
Hilton will give consideration to the requests of the individual requesting the auxiliary aid(s) or service(s), but it is not necessarily required to provide the
particular auxiliary aid(s) or service(s) requested so long as the chosen auxiliary aid(s) or service(s) provides effective communication.
What types of auxiliary aids and services might Hilton provide?
The ADA regulations set forth a lengthy list auxiliary aids and service, reproduced below, that Hilton could be asked to provide:
• For guests and potential guests who are deaf, hard of hearing, or have speech disabilities: Qualified interpreters (on-site or through video remote
interpreting (VRI) services); note takers; real-time computer-aided transcription services; written materials; exchange of written notes; telephone handset
amplifiers; assistive listening devices, assistive listening systems; telephones compatible with hearing aids; closed caption decoders; open and closed
captioning, including real time captioning; voice, text, and video-based telecommunications products and systems, including text telephones (TTYs),
videophones, and captioned telephones, or equally effective telecommunications devices; videotext displays; accessible electronic and information
technology; or other effective methods of making aurally delivered information available to individuals who are deaf, hard of hearing, or have speech-
related disabilities.
• For guests and potential guests who are blind or have low vision: Qualified readers; taped texts; audio recordings; Braille materials and displays;
screen readers software; magnification software; optical readers; secondary auditory programs (SAP); large print materials; accessible electronic and
information technology; or other effective methods of making visually delivered materials available to individuals who are blind or have low vision.
These are only examples of the auxiliary aids and services that Hilton may be asked to provide. Individuals with disabilities may request other types of
auxiliary aids and services not on this list, and those requests must be considered.
What does the term “qualified interpreter” mean?
A qualified interpreter is an interpreter who, via a video remote interpreting (VRI) service or an on-site appearance, is able to interpret effectively, accurately
and impartially both receptively and expressively, using any necessary specialized vocabulary. Qualified interpreters include, for example, sign language
interpreters, oral translators, and cued-language translators.
May Hilton request or require adult family members or friends of individuals who are deaf, are hard of hearing, or have speech disabilities to
interpret for them?
No, unless the individual with a disability requests, in writing, that a friend or family member serve as an interpreter, and the friend or family member
consents. Under no circumstances shall a minor child be used as an interpreter, except in an emergency involving an imminent threat to the safety or welfare
of an individual or the public where there is no interpreter available.
What is a qualified reader?
A qualified reader is a person who is able to read effectively, accurately, and impartially using any necessary specialized vocabulary.
May Hilton charge a guest or potential guest with a disability for the cost of providing an auxiliary aid or service needed for effective
communication?
No.
Are there specific procedures for requesting auxiliary aids and services?
No. Oral or written requests can be made by an individual with a disability who needs the auxiliary aid or service, or by someone acting on that individual's
behalf.
How will Hilton handle requests for auxiliary aids and services?
Hilton will respond promptly to requests for auxiliary aids and services to ensure that individuals with disabilities have an equal opportunity to participate in,
and benefit from, Hilton’s goods, services, facilities, and accommodations. Hilton personnel must confer with the individual with the disability to ascertain the
circumstances, requirements, and communication preferences of that individual. Documentation of an individual’s disability generally may not be requested
or required.
Hilton may provide an auxiliary aid or service that is different from the one that is requested so long as the auxiliary aid or service that is provided results in
effective communication. If, after conferring with the individual, Hilton determines that the circumstances do not warrant the provision of the requested
auxiliary aid or service, Hilton personnel must promptly advise the individual accordingly. When Hilton denies a request because providing the auxiliary aid or
service would result in a fundamental alteration or undue financial and administrative burdens, Hilton shall provide an alternative auxiliary aid or service, if
one exists, that would not result in such alteration or burden. Refusals to provide an auxiliary aid or service requested by a customer must be made by a
manager.
Hilton personnel must ensure the confidentiality of disability-related information provided in connection with a request for auxiliary aids and services. Such
information may not be used for any purpose other than to ensure effective communication.
legal requirements.
902.11 RESERVATION AND ASSIGNMENT - ACCESSIBLE GUEST ROOMS
American Samoa | Guam | Puerto Rico | United States | Virgin Islands, U.S.: Hotels have an ongoing obligation to ensure that their accessible room
inventory accurately reflects this information. If a hotel makes any changes to the accessible room inventory or any of the features listed above in that
inventory, it must update all OnQ Systems as needed to reflect these changes. Hotels must, in any event, review their accessible inventory at a minimum
every 2 years to ensure that the information in the reservations system is accurate.
902.11.A ROOM FEATURES
All hotels’ accessible room inventory must identify by room type which rooms are accessible, and for each accessible room type, which of the following
features it has:
• Number of beds
• Size of beds
• Roll-in shower, accessible tub, or 3x3 transfer shower (for “mobility” accessible rooms only)
• Visual fire alarm
• Visual notification device for incoming telephone calls
• Executive Level (if applicable)
• Suite (if applicable)
• Kitchen/kitchenette (if applicable)
• View, if the hotel charges more for a room based on view
902.11.B ELEMENT/SPACE ACCESSIBILITY
Hotels must state whether the following elements/spaces at the hotel are accessible (or not accessible):
• Entrance
• Check-in area
• Path of travel to essential services
• Accessibility of areas where goods, services, and amenities are provided (e.g., food and beverage venues, meeting rooms, gift shop, swimming pool/
spa, exercise room, and business center)
This information must be provided on OnQ PiM under The Lobby > Departments > Marketing > Property Information > ADA Amenities, Hotels have an
ongoing obligation to ensure that the above accessibility information is accurate. If a hotel makes any changes to the accessibility of these areas, it
must update OnQ PiM to reflect these changes. Hotels must review this information at a minimum every two years to ensure that the information in the
reservations system is accurate.
902.11.C LIST OF ROOMS AND FEATURES
Every hotel must have at the Front Desk a list of all accessible rooms showing the applicable room features from the list stated in Standard 902.11.A for
each room. The hotel’s ADA Contact Person, Director of Engineering and Front Desk team members should also be prepared to answer more specific
questions from potential guests about the hotel, including but not limited to the following:
• The availability of text telephones and communications kits for guests who are deaf or hard of hearing;
• The availability of tub seats for use in accessible rooms with tubs;
• The general layout of accessible rooms; and
• Features of accessible rooms, including the design of the accessible bathing fixtures, grab bars locations, and other amenities available (e.g., tub
seats).
902.11.D ROOM ASSIGNMENT
Hotels may only reserve and/or assign upon check-in accessible rooms to individuals who specifically request an accessible room until the rooms are
the last remaining within their comparable category of rooms (see example below). At that time, the accessible rooms can be sold/assigned to
individuals who have not requested an accessible room.
Example: There are 10 King Standard rooms available and 2 of those are accessible rooms. The hotel must hold those 2 accessible rooms for persons
requesting accessible rooms until none of the 8 non-accessible King Standard rooms are left. At that time the hotel can sell the accessible King
Standard rooms to any guest. If there are different types of accessible King Standard rooms (e.g. one mobility accessible with a roll-in shower and one
mobility accessible with an accessible tub), the room with the roll-in shower should be the last to be sold.
When a guest checks in for a reserved accessible room, the hotel may ask if the guest needs the accessible features of that room for a disability. If the
guest does not need the features of the accessible room for a disability, the hotel shall substitute a comparable available non-accessible room for that
guest if one is available.
After taking or being notified of a reservation for an accessible room, hotels must promptly ensure that the accessible room reserved is blocked and
removed from the available rooms inventory. The room may only be released back into available inventory if the reservation is cancelled or in case of a
No-Show.
Hotels must guarantee that a room within the specific accessible guest room type reserved by a guest is held for the reserving customer, regardless of
whether rooms within a specific room type are held in response to reservations made by others.
If a guest has a reservation for an accessible room but the room is unavailable for reasons beyond the hotel’s reasonable control (e.g., the room’s
current occupant has not checked out or vacated the room, the room is undergoing maintenance, the room’s condition does not allow it to be used by a
guest, or the hotel is closed in whole or in part), the hotel must attempt to identify and reserve an appropriate equivalent accessible accommodation for
the guest at that hotel or another hotel. If the room is unavailable because its current occupant has not checked out or vacated the room, before
seeking alternate accommodations for the guest, the hotel must first call the guest occupying the room to ask if he/she would be willing to move to a
non-accessible room if one is available. If the hotel cannot reach the guest by phone, a voicemail with this question must be left and a note on the hotel
letterhead put under the door. However, the hotel is not required to remove any non-disabled guests who are staying in the accessible room type
reserved by the incoming guest in order to make it available for the guest with a reservation.
902.12 MODIFICATIONS TO POLICIES, PRACTICES, AND PROCEDURES
Hotels must make reasonable modifications to their policies, practices, and procedures, at no additional charge, to ensure that individuals with disabilities
have access to the goods, services, amenities, and accommodations that are available to other guests unless making the modifications would fundamentally
alter the nature of the goods, services, facilities, privileges, advantages, or accommodations of the hotel.
Hilton Managed hotels must follow the Policy for Making Reasonable Modifications to Policies, Practices, and Procedures below. Franchisees may adopt the
ATTACHMENT D
POLICY FOR MAKING REASONABLE MODIFICATIONS TO POLICIES, PRACTICES OR PROCEDURES
the full and equal enjoyment of our goods, services, facilities, and accommodations. It is also Hilton’s policy to ensure Hilton makes reasonable modifications
to its policies, practices, and procedures, at no additional charge, to ensure that individuals with disabilities have access to the goods, services, amenities,
and accommodations that are available to other guests unless making the modifications would fundamentally alter the nature of the goods, services, facilities,
privileges, advantages, or accommodations of the hotel. The companions of guests or potential guests, to the extent they have disabilities, will also be
covered by this policy. For purposes of this policy, these individuals shall be collectively referred to as “individuals with disabilities.”
Examples of Reasonable Modifications That Hilton Will Make for Individuals with Disabilities
Hilton will take the following actions with respect to individuals with disabilities:
• Accept an alternative form of government issued identification from a guest who may not have a driver’s license due to his or her disability;
• Have a text telephone (TTY) at the front desk or the PBX to receive internal calls from guests who use TTY to communicate by phone;
• Provide assistance with handling luggage;
• Remove or relocate furniture in a guest room to create more maneuvering space;
• At sales or service counters, provide assistance to guests who use wheelchairs at the lowered section of the counter or auxiliary accessible counter;
• Remove a bed frame to lower a bed if necessary for a guest in a wheelchair to transfer onto the bed;
• Substitute ingredients for guests with food allergies;
• Provide assistance in retrieving items at a restaurant buffet;
• Provide assistance in locating and retrieving merchandise in retail venues on its facilities;
• Provide services in an alternate location if the usual location of the services is not accessible;
• Set up private events in a manner that is accessible to guests with disabilities (e.g. ensuring that there are accessible tables, seating locations, and access
to stages) if requested by the event organizer;
• Cut food into smaller pieces upon request ;
• Provide verbal directions or assistance in using or locating certain guest room or hotel features (e.g., TV close captioning, communications kit, items of
furniture in the room, thermostat, in-room safe, and nearest emergency exit);
• Provide assistance in using self-service equipment such as boarding pass printing stations;
• Have in place specific emergency procedures for guests with disabilities that include:
• How guests with disabilities will be identified so that the information can be provided to first-responders;
• How individuals with disabilities will be notified of an emergency;
• How individuals with disabilities will be evacuated;

• How individuals with disabilities will be informed about emergency procedures; and
• Arrange and pay for equivalent accessible transportation by a third-party service if a hotel does not have an accessible vehicle available for any
transportation generally provided by the hotel to guests on a complimentary basis. Please see Standard 902.14. Guest Transportation Policy for additional
information).
This is a non-exclusive list. Hilton employees will provide the services described, as well as similar services, upon request without having to seek approval
from a manager. If a guest makes a request that the employee cannot fulfill, an employee will promptly consult with a manager and respond to the guest in a
timely manner. Hilton will only refuse to make a modification to its policies, practices, and procedures for a guest with a disability if making the modification
would fundamentally alter the nature of the goods, services, facilities, privileges, advantages, or accommodations that it provides. That determination can
only be made by a manager.
legal requirements.
902.13 MAINTENANCE OF ACCESSIBLE FEATURES
Hotels must keep their indoor and outdoor accessible features in operable working condition to ensure that the features are accessible and usable to guests
with disabilities. Hilton Managed hotels must follow the Policy for the Maintenance of Accessible Features below. Franchisees may adopt the policy below or
may implement their own policy as long as it meets all state and federal legal requirements.
ATTACHMENT E
POLICY FOR MAINTENANCE OF ACCESSIBLE FEATURES
This policy applies to all Hilton Worldwide Inc. (“Hilton”) hotels, resorts, and vacation ownership properties in the United States and its Territories. Maintaining
the accessible features of its hotels is a part of Hilton’s commitment to ensuring a safe and enjoyable stay for its guests with disabilities. As such, hotels must
keep their indoor and outdoor accessible features in good working condition.
Maintenance of Clear and Safe Accessible Routes
Maintaining clear and safe accessible routes is imperative to ensuring a great stay for guests with disabilities. An accessible route is a pathway that a hotel’s
guests with disabilities can take, starting from the public sidewalk and parking lot, to each of the areas of the hotel that provides goods, services, or other
amenities. Examples of such locations include, but are not limited to, the front desk, restaurants, meeting rooms, and guest rooms. An accessible route
must be at least 36” wide, and at least 32” wide at doorways, at all points in the route. Hotels must ensure that the accessible route remains clear of all
obstacles, including furniture, trash receptacles, or potted plants. Further, no object with an edge between 27” - 80” high can extend beyond 4” into the
accessible route. Hotels must monitor the condition of their outdoor accessible routes and ensure that they are clear of snow, ice, mud, leaves, and other
debris. Hotels must repair cracks in the sidewalk, trim tree branches and shrubs, and remedy other potential obstacles to a guest with a disability’s use of the
hotels’ exterior accessible route. If public entrances to a hotel need to be closed, the accessible entrances must be the last to close.
Maintenance of Other Accessible Features
Hotels must take the following other actions to maintain their accessible features (this is a non-exclusive list):
• In accessible guest rooms, place the remote control within 48” above the floor in order to ensure that it is accessible to guests in wheelchairs;
• Ensure that the accessible registration counter remains free of clutter at all times;
• Maintain the text telephone (TTY) at the front desk in good working condition;
• Ensure that the hotel’s portable communications kits containing visual fire alarms and communication devices are in good working condition;
• Ensure that accessible aisles serving accessible parking spaces are kept clear;
• In mobility guest rooms, place the handheld shower at the lowest position on the bar; and
• Ensure that accessible equipment such as pool lifts are charged and ready for use.
legal requirements.
902.14 GUEST TRANSPORTATION SERVICES
If the hotel provides guest transportation either directly or through a third party, it must ensure that guests with disabilities have full and equal access to its
guest transportation services. Hilton Managed hotels must follow the Policy for Accessible Guest Transportation Services below. Franchisees may adopt the
ATTACHMENT F
POLICY FOR ACCESSIBLE GUEST TRANSPORTATION SERVICES
Effective July 1, 2013
the full and equal enjoyment of our goods, services, facilities, and accommodations. It is also Hilton Worldwide’s policy to ensure that guests with disabilities
have full and equal access to its guest transportation services.
Scope of Application
This policy applies to all properties managed by Hilton Worldwide or its subsidiaries in the U.S. and its territories that:
• Lease or purchase vehicles that are used to transport guests;
• Contract with a third-party for the provision of guest transportation services; and/or
• Make arrangements with third-parties on behalf of guests for the provision of transportation services.
Definitions
• A vehicle that operates on a “Fixed Schedule” is one that makes pre-determined stops on a specific schedule.
• A vehicle that operates “On Demand” is one that operates in response to guest requests within a designated service area or to pre-determined
destinations.
• “High Capacity Vehicle” means a vehicle that has seating locations for 16 or more people, including the driver.
• “Low Capacity Vehicle” means a vehicle that has seating locations for fewer than 16 people, including the driver.
• An “Accessible” vehicle is one that has a hydraulic lift or retractable access ramp and meets the other requirements set forth below.
Standards for Properties that Own or Lease Vehicles Used for Guest Transportation
1. High Capacity Vehicles that Operate on a Fixed Schedule:

All High Capacity Vehicles that run on a Fixed Schedule must be Accessible. If the hotel has one or more High Capacity Vehicles operating on a
Fixed Schedule but none are Accessible, the hotel must ensure that all High Capacity Vehicle purchased or leased after the effective date of this
policy are Accessible. Pending the acquisition of such Accessible High Capacity Vehicle(s), the hotel must arrange for equivalent transportation in
an Accessible vehicle for guests with disabilities who request it, as more fully described below. If the transportation provided by the Hotel is
complimentary then the Hotel must pay for the equivalent accessible transportation. The Hotel must include the following statement on the hotel’s
website: “Accessible transportation with advance notice.” (Inclusion of the statement is done through the “ADA Amenities” section on OnQ PIM).
2. Vehicles that Operate on Demand and Low Capacity Vehicles that Operate on a Fixed Schedule:
If the hotel owns or leases any vehicles (either High Capacity or Low Capacity) that provide guest transportation services On Demand, or Low
Capacity Vehicles that operate on a Fixed Schedule, the hotel has two options: Either (1) provide one Accessible vehicle that must be used to
promptly provide service to guests with disabilities in the same time frame and with the same level as convenience as afford to guests using non-
accessible transportation; or (2) arrange for equivalent transportation in an Accessible vehicle for guests with disabilities who request it, as more
fully described below. If the transportation provided by the hotel is complimentary then the Hotel must pay for the equivalent accessible
transportation. The hotel must include the following statement on the hotel’s website: “Accessible transportation with advance notice.” (Inclusion of
the statement is done through the “ADA Amenities” section on OnQ PIM).
Standards for Arranging for Third-Party Transportation for Guests with Disabilities in Accessible Vehicles
If a hotel does not have an Accessible vehicle available for transportation that would normally be provided to guests, the hotel must arrange for equivalent
transportation in an Accessible vehicle through a third-party service. The hotel may not charge the guest with a disability for the equivalent transportation
if (s)he would not have been charged for the non-accessible transportation provided by the hotel.
“Equivalent” means that the transportation services offered to guests with disabilities must be as convenient as the services offered to guests without
disabilities in terms of:
• Schedules (for a Fixed Schedule system);
• Response time (for an On Demand system);
• Fares;
• Geographic areas of service;
• Days and times of service;
• Availability of information;
• Reservations capability (for an On Demand system);
• Space (capacity) limitations; and
• Restriction priorities based on trip purpose (for an On Demand system).
In order to ensure that arrangements for equivalent guest transportation in an Accessible vehicle are made promptly and efficiently, the hotel must have on
site a list of transportation providers who can provide an Accessible vehicle upon request.
Standards for Properties that Contract with Third-Parties for Guest Transportation Services
If a hotel contracts with a third-party to provide for guest transportation services, the contract must include the following requirements:
• All High Capacity Vehicles operating on a Fixed Schedule must be Accessible.
• For all On Demand transportation services, or Fixed Schedule transportation services using a Low Capacity Vehicle, the third-party transportation provider
must either use an Accessible vehicle or provide “equivalent” service in an Accessible vehicle. “Equivalent” means that the transportation services offered
to guests with disabilities must be as convenient as the services offered to guests without disabilities in terms of:
• Schedules (for a Fixed Scheduled system);
• Response time (for an On Demand system);
• Fares;
• Geographic areas of service;
• Days and times of service;
• Availability of information;
• Reservations capability (for an On Demand system);
• Space (capacity) limitations; and
• Restriction priorities based on trip purpose (for an On Demand system).
Requirements For Accessible Vehicles
An Accessible vehicle is one that has a hydraulic lift or retractable access ramp and meets the following requirements:
For vehicles with hydraulic lifts, the lift must have a number of features including, among others:
1. a minimum load capacity of 600 pounds;

2. controls that are interlocked with the vehicle brakes, transmission, or door (or a similar system) to ensure that the vehicle cannot be moved when the
lift is not stowed, and that the lift cannot be deployed unless the interlocks are engaged;
3. an emergency method of deploying, lowering to ground level, raising and stowing the lift if the power to the lift fails;
4. a platform surface that is slip resistant, free of protrusions more than 1/4” high, and accommodates individuals who use walkers, crutches, canes,
braces, or who otherwise have difficulty using steps;
5. clear space for a wheelchair that is at least 48” long and at least 30” wide (measured at 2” above the floor or platform surface), and extending to a
height of at least 30” above the floor or platform surface. The minimum clear width at the floor or platform surface is 28-1/2”;
6. The entrance ramp, or loading-edge barrier used as a ramp, must not exceed a slope of 1:8 (measured on level ground) for a maximum rise of 3”,
and the transition from roadway or sidewalk to ramp may be vertical without edge treatment up to 1/4”. Thresholds between 1/4” and 1/2” high shall
be beveled with a slope no greater than 1:2;
7. a platform that is equipped with barriers that are at least 1 1/2” high to prevent any of the wheels of a wheelchair (or other mobility aid) from rolling
off the platform during its operation, and handrails that are at least 8” long and placed between 30” and 38” above the platform; and
8. a platform that moves no faster than 6 inches/second during lowering and lifting an occupant, and no faster than 12 inches/second during deploying
or stowing.
For vehicles with access ramps, the ramp must have a number of features including, among others:
1. a load capacity of 600 pounds (for ramps that are 30” or longer);
2. a surface that is slip resistant, free of protrusions more than 1/4” high, a minimum clear width of 30”, and able to accommodate both four wheel and
three wheel mobility aids;
3. the transition from roadway or sidewalk and the transition from vehicle floor to the ramp may be vertical without edge treatment up to 1/4”. Changes
in level between 1/4” and 1/2” must be beveled with a slope no greater than 1:2;
4. each side of the ramp must have barriers at least 2” high to prevent the wheels of a wheelchair or other mobility aid from slipping off;
5. if the height of the vehicle floor from which the ramp is deployed is 3” or less above a 6” curb, a maximum slope of 1:4 is permitted; if the height of
the vehicle floor from which the ramp is deployed is 6” or less, but greater than 3” above a 6” curb, a maximum slope of 1:6 is permitted;
6. if the height of the vehicle floor from which the ramp is deployed is 9” or less, but greater than 6” above a 6” curb, a maximum slope of 1:8 is
permitted; if the height of the vehicle floor from which the ramp is deployed is greater than 9” above a 6-inch curb, a slope of 1:12 is required;
7. a compartment, securement system, or other appropriate method shall be provided to ensure that stowed ramps, including portable ramps stowed in
the passenger area, do not impinge on a passenger's wheelchair or other mobility aid or pose any hazard to passengers in the event of a sudden
stop or maneuver; and
8. if provided, handrails must be placed between 30” and 38” above the surface of the platform, and allow individuals to grasp them from outside the
vehicle while starting to board and to continue to use them throughout the boarding process.
For all vehicles:
1. For vehicles longer than 22’ at least one securement device or system must secure the wheelchair or mobility aid facing toward the front of the
vehicle. For vehicles that are 22’ long or less, the required securement device or system may secure the wheelchair or mobility aid either facing
toward the front of the vehicle or rearward. Additional securement devices or systems must secure the wheelchair or mobility aid facing forward or
rearward;
2. A passenger seat belt and shoulder harness for each securement device or system that is provided;
3. All step edges, thresholds and the boarding edge of ramps or lift platforms must have a band of color(s) running the full width of the step or edge
which contrasts from the step tread and riser, or lift or ramp surface, either light-on-dark or dark-on-light;
4. For vehicles longer than 22’, the overhead clearance between the top of the door opening and the raised lift platform, or highest point of a ramp,
must be at least 68”. For vehicles 22’ long or less, the overhead clearance between the top of the door opening and the raised lift platform, or
highest point of a ramp, must be at least 56”; and
5. Where passengers may board or alight at multiple stops at their option, vehicles longer than 22’ must provide controls adjacent to the securement
location that provide auditory and visual indications to the driver that a wheelchair or other mobility aid user wishes to disembark. (Note: This is a
requirement for vehicles more than 22’ long, and is strongly recommended for vehicles 22’ long or less). The controls must be mounted no higher
than 48” and no lower than 15” above the floor, operable with one hand with a force no greater than 5 pounds, and not require tight grasping,
pinching, or twisting of the wrist.
legal requirements.
903.00 EMERGENCY RESPONSE AND CRISIS INCIDENT PLANNING
The hotel must have Emergency Response Plans and a Crisis Management Plan to address Threats and Crisis Incidents that may compromise life safety,
damage assets, harm reputation, and/or cause disruption to business operations. There is a distinct difference between Emergency Response Plans and a
Crisis Management Plan.
Emergency Response Plans provide specific guidance on how to address a variety of scenarios (see examples in Standard 903.01). Not all scenarios are
Crisis Incidents and taking quick action may help reduce the likelihood of one of these scenarios becoming a Crisis Incident. The Emergency Response Plan
minimum requirements are set forth in Standard 903.01.
A Crisis Management Plan is not scenario specific; however, it is intended to be used with the relevant Emergency Response Plans if the situation has
escalated to the level of a Crisis Incident. The Crisis Management Plan minimum requirements are set forth in Standard 903.02.
Further Definitions relevant to this Section 903:
An Operational Incident is a low-risk event that requires action as part of the normal course of business operations and does not require activation of the
hotel SCT or corporate crisis teams. An example of an Operational Incident is a leaking pipe in the hotel that causes minor damage that may require repairs
and/or insurance claims. Another example is a temporary power outage that does not result in significant business disruption.
A Threat is something that is likely to have a direct impact to the hotel, such as an approaching tropical storm that has not reached the property, spread of
pandemic flu that has not yet affected employees or guests, or nearby major events such as the Olympics or social unrest that may disrupt business
operations. Another example of a Threat is a risk to Hilton’s reputation due to a verbal altercation at the hotel that is recorded on a mobile device that may be
later posted on social media.
A Crisis Incident is an event that is currently happening or has happened with a direct/indirect impact to the hotel such as being in the direct path of a tropical
storm, an earthquake that causes on-property damage or injuries, cybersecurity attack, workplace violence or active attack. An example of an indirect Crisis
Incident is a terrorist attack occurring in the city where the hotel is located.
A Reputational Threat or Crisis Incident is one in which involves adverse Media (Press, Social Media or other public attention) that is likely to negatively affect
the opinion of the public with respect to the hotel, the brand or the company. An example of a Reputation Crisis Incident would be a guest posting a video of
an alleged discriminatory or biased interaction with a hotel team member that catches the attention of the Media. Please see REPUTATION RISK
MITIGATION (903.05).
903.01 EMERGENCY RESPONSE PLANS
The hotel must have written, hotel-specific Emergency Response Plans in place and provide ongoing training to address the response and management of
the below emergency situations which may have the potential of becoming Operational, Reputational or Crisis Incidents. All plans (or copies of the plan) at
the hotel must be consistent, updated annually, and easily accessible to all on-property employees.
The list below represents the minimum required topics in hotel Emergency Response Plans. Hotel management may include additional topics relevant to their
property.
Emergency Response Plan Contents
• Emergency Contacts and Phone Numbers
• Emergency Notification
• Emergency Supply Inventory
Incidents/Threats, Emergency Scenarios and Information (ordered from “A” to “Z”):
• Active Attack / Shooting
• Media and External Inquiries
• Asbestos Disturbance / Release
• Body Fluid Spill

• Boiler Failure
• Bomb Threat and Search Procedures
• Chemical Spill
• Chemical, Biological, Radiological, and Nuclear Incident
• CPR Certified Employees
• Criminal Activity
• Death / Suicide
• Death or Drowning
• Demonstration, Civil Unrest
• Riot, Protest
• Discrimination or Bias Claims
• Disorderly Behavior
• Electrical and Lighting Failure
• Elevator Failure or Entrapment
• Enforcement Officer Visit
• Eviction
• Fire Emergency or Explosion
• Fire Sprinkler Activation
• Fire System Impairment
• Foodborne Illness and Food Contamination
• Gas Release/Leaks
• Guest Illness
• Human Trafficking
• Infectious Diseases
• Legionella
• Pandemic Flu
• Norovirus
• Natural Disasters and Other Weather Related Emergencies (NOTE:Hotels must have emergency response procedures that are relevant to their location.
For example, tropical storm procedures must be in place if the hotel is located in an area prone to hurricanes, cyclones, or typhoons. Other examples
include, but are not limited to earthquakes, tsunamis, wildfires, and tornadoes.)
• Overcrowding
• Panic Alarm Activation
• Pool Emergencies and Concerns
• Bodily Fluid Spill
• Broken Glass
• Chlorine Gas Escape at Pool
• Failed Water Samples (Spa/Pool)

• Structural Failure of Pool Hall Elements
• Water Clarity
• Robbery
• Serious Accident
• Sexual Assault or Rape
• Sprinkler Activation
• Telecom Failure
• Terrorism
• Theft of Guest Property
• Transportation Emergencies
• Water Failure or Contamination
The list above reflects the minimum requirements. Requirements as to communicating with Hilton are set forth in Standard 903.03 (REPORTING OF
THREATS AND CRISIS INCIDENTS USING HILTON ALERT (Standard 903.03).
NOTE: This Standard requires all franchised hotels to create such a Plan; however, the Franchisee is solely responsible for the content of the Plan (including
ensuring that the Plan is effective). Hilton will not review such Plan for adequacy.
903.02 CRISIS MANAGEMENT PLAN
The hotel must have a written hotel site Crisis Management Plan in place to manage and resolve major Threats and Crisis Incidents (including repairing any
reputational damage to the hotel and/or Hilton or our affiliates). All Plans (or copies of the Plans) at the hotel must be consistent, updated at least semi-
annually, and easily accessible to all on-property employees.
The Crisis Management Plan must include the following sections:
• Site Crisis Team (SCT): Identification of the members of the hotel SCT members, roles, responsibilities, escalation requirements, and reporting protocols
to the appropriate stakeholders. See REPORTING OF THREATS AND CRISIS INCIDENTS USING HILTON ALERT (Standard 903.03) for requirements
relating to Communicating with Hilton.
• Roles and Responsibilities: Guidance on the roles and responsibilities of each applicable person.
• Escalation and Reporting: Guidance for escalation and reporting consistent with this and other Hilton standards including the use of Hilton Alert. See
REPORTING OF THREATS AND CRISIS INCIDENTS USING HILTON ALERT (Standard 903.03).
• Evacuation Information: Guidance and instructions on evacuation policies and procedures.
Hilton may provide additional guidance to franchised hotels on best practices to follow generally or in specific types of incidents. This guidance is a
suggestion and reflects best practices observed by our managed or other hotels.
NOTE: This Standard requires all franchised hotels to create such a Plan; however, the franchisee is solely responsible for the content of the Plan (including
ensuring that the Plan is effective). Hilton will not review such Plan for adequacy.
903.02.A SATELLITE PHONE
Satellite phones are required in high risk natural disaster areas (as determined by Safety and Security).
903.03 REPORTING OF THREATS AND CRISIS INCIDENTS USING HILTON ALERT
A member of the hotel SCT is required to immediately report Threats or emergency incidents to Hilton as set forth below.
Hilton Alert (powered by AlertSense) is Hilton’s crisis communications mobile application that must be used by hotel SCTs to report Threats and Crisis
Incidents.
All hotel employees that serve as part of the hotel SCT must have acquired a license to use and must be trained on the use of the Hilton Alert mobile
application. The hotel will appoint a team member who will be enabled to grant Hilton Alert licenses to other designated on property team members (using
either Fusion (Managed) or Identity Manager (Franchised). Each hotel must have a sufficient number of SCT members set up with Hilton Alert, depending
upon the hotel’s needs (e.g., size or complexity), with a minimum number of 3 SCT members. . Hotels must also ensure that SCT members have the
appropriate hotel facility ID(s) linked to their employee profile in Identity Manager (IDM). These can be updated directly in IDM by the General Manager or
the hotel’s IDM supervisor (Managed hotels may also reach out to Human Resources for assistance). Visit Business Continuity & Crisis Management on the
Lobby to learn more about Hilton Alert and how to grant Hilton Alert access to hotel SCT members (www.hiltonalert.hilton.com).
Severity Assessment Questions
When faced with a Threat or Crisis Incident, the hotel must consider the following questions. If the answer is YES to at least one of the questions below the
SCT must report the situation to Hilton by using the Hilton Alert mobile application.
• Was there serious illness, injury, or suspicious loss of life?
• Was there significant property damage or loss?
• Was or could there be a significant business disruption?
• Was there a partial or full evacuation of the property?
• Were there or do you anticipate media inquiries or external interest including social media impact?
If the hotel is unable to access the Hilton Alert mobile application during a Threat or Crisis Incident, a member of the hotel SCT must report the situation to
Hilton using the most expeditious methods available, (e.g., the Hilton Crisis Hotline: +1 214-572-7474).
Note that if the SCT is unavailable to report immediately, the hotel must otherwise ensure immediate communication.
903.04 EXTERNAL COMMUNICATION
To protect the reputation of the property, brand and Hilton, hotels must take the following actions during a Crisis Incident or Threat.
• Identify a hotel spokesperson, and inform hotel employees that all inquiries and questions must be directed to this designated person.
• Obtain Hilton and Brand Public Relations approval on all press releases prior to distribution. All media interactions pertaining to Hilton’s and/or the hotel’s
position or response on an incident must be reviewed and approved by the appropriate Regional Communications contact. See the Comms Shop for more
guidance on how to deal with external communications and a list of approved Hilton contacts.
• Hire a reputable agency with experience in crisis management, to support the hotel with communications and remediation.
• Facilitate immediate and decisive de-escalation action to fully remedy the incidents with the individual or group.
• Identify an owner and management company representative to be the single point of engagement throughout the process.
The Comms Shop
PATH: The Lobby > Departments > Corporate Affairs and Brand PR > The Comms Shop
903.05 REPUTATIONAL RISK MITIGATION
You and your management company must protect the reputation of the hotel, Hilton and our affiliates at all times. In the event that a Threat or Crisis Incident
adversely affects, or has the potential to adversely affect, the reputation of the hotel or Hilton, you and your management company must immediately create a
plan to repair any potential reputational damage to the hotel and/or Hilton and our affiliates and must collaborate and obtain approval from Hilton relating to
such plan. Such Plan must comply with Section 903.00.
903.06 TRAINING
Hotels must ensure that hotel employees and SCTs are trained on Emergency Response Plans, Crisis Management Plans and Hilton Alert requirements and
procedures every 6 months.
904.00 FIRE LIFE SAFETY

Minimum standards for fire safety systems approval, testing, maintenance and training are detailed below. These minimum standards do not supersede more
stringent applicable laws. Refer to Brand’s Design, Construction and Renovation Standards for complete fire safety system requirements.
904.01 EMERGENCY LIGHTING
Emergency lighting must be provided in accordance with standards found in the Brand’s Design, Construction and Renovation Standards.
904.02 APPROVAL, TESTING, AND MAINTENANCE
Written approval of the plans for required fire safety systems must be obtained from the governmental authority having jurisdiction prior to installation of the
fire safety system. The form of written approval may vary by governmental authority. For the purposes of these Brand Standards, “written approval” is defined
as a certificate, letter of approval, permit, stamp of approval, or other approval method as used by the governmental authority.
Written certification that the required fire safety systems have been installed according to the approved plan by a licensed contractor and are fully operational,
tested and approved by the authority having jurisdiction must be obtained from the installation contractor.
All fire safety systems installed (including any systems installed above and beyond the requirements of this standard) must be tested and maintained either:
• Through a maintenance contract with an organization licensed to install and maintain such equipment, or by individuals trained to perform such inspection
maintenance and testing.
• Testing and maintenance of sprinkler systems must be in accordance with the stricter of the manufacturer’s instructions, NFPA 25, as otherwise specified
by the governmental authority having jurisdiction over the hotel, or as specified in the Brand’s Design, Construction and Renovation Standards.
• Testing and maintenance of smoke detection systems (or heat detection devices where appropriate) must be in accordance with the manufacturer’s
instructions, NFPA 72, or as otherwise specified by the governmental authority having jurisdiction over the hotel or as specified in Section 2516.00.
• A statement certifying that such testing and maintenance have been performed must be signed by either the maintenance company representative and by
the general manager of the hotel OR By the individual trained to perform such maintenance and testing and by the general manager of the hotel.
• All statements certifying such testing must be kept on file at the hotel and be made available to the Quality Assurance auditor upon request. Such testing
and maintenance must be performed at least once every six months. A minimum of one test per year must be conducted by an outside third party licensed
to test fire safety equipment. Guest room/suite smoke detectors must be included as part of this testing and documentation. Carbon Monoxide detectors, if
mandated in Design, Construction and Renovation Section 2516.00, must also be included as part of this testing and documentation.
NOTE: Refer to The Lobby for the complete list of testing and maintenance requirements by maintenance contractor and hotel personnel.
904.03 FIRE EXTINGUISHERS
Portable fire extinguishing equipment must be located throughout the hotel and/or in accordance with all local laws, whichever are more stringent.
All portable fire extinguishing equipment must be tested and checked according to a scheduled plan and applicable law, and documented accordingly.
904.04 EMERGENCY SHUT-OFF

The hotel must post a detailed plan displaying the hotel layout and location of all working components of the hotel’s fire safety system and utility shutoffs (fire
pumps, sprinkler system, pull stations, alarm, electrical and gas).
The hotel layout with emergency procedures must be posted in the work area behind the front desk, maintenance and housekeeping, easily accessible to all
employees.
Photographs must be taken of the fire system and utility shutoff components and posted with the hotel layout denoting the location of that piece of equipment
to allow familiarization of the fire safety components by the team members.
904.05 TRAINING
The General Manager, Assistant Manager, all guest services (Front Desk) personnel, maintenance supervisors, housekeepers and night auditors as well as
any other personnel designated as “Managers-On-Duty” at the hotel must be familiar with the operation of the security, fire safety systems, fire evacuation
procedures and the operation of portable fire extinguishers.
All employees must comply with emergency training as specified in Section 109.00.
905.00 SKYLIGHT INSPECTION

Americas:
If the hotel has atrium skylights, they must be inspected every 5 years by a structural engineer or architect who holds a license to practice in the state or
jurisdiction where the hotel is located. The inspector must review all available construction documents, as‐built documents, and structural calculations, and
certify the integrity of the glazing, seals, and supporting structure.
• Any deficiencies must be repaired within 45 days of completion of the inspection
• The Atrium Skylight Inspection Report form must be completed and signed by the inspector and kept on file for review
• New construction hotels must retain the original installation warranty, in lieu of the completed and signed Atrium Skylight Inspection Report form, until their
first inspection
NOTE: Please see the Resource section for the Atrium Skylight Inspection Report form, which must be filled out by the licensed structural engineer or
architect.
If the hotel or ancillary buildings have skylights, they must include the following provisions:
• Skylights that are not of load bearing construction must have signage to indicate “fragile surface” and signage must be displayed in line with internationally
recognized or local signage regulations.
• Skylights that can be opened must have opening mechanisms positioned to prevent falls from height during opening and closing operations. Alternatively
provisions must be made to ensure compatibility with fall restraint systems.
• The positioning of skylights must allow safe access for cleaning and maintenance purposes or provision must be made to ensure compatibility with fall
restraint systems.
• Skylights located on or near pedestrian routes (including for servicing and maintenance purposes) must be adequately protected by the provision of
guardrails around skylights or dedicated skylight protection systems.
• If required by local law, skylights must be inspected in line with local codes and inspection certificates retained for review.
• New construction hotels must retain the warranty certification for the original installation.

907.00 GUEST ROOM SECURITY
907.01 ENTRY DOOR
All guest room entry doors must be equipped with the following:
907.01.A ENTRY DOOR LOCKS
Fastened with an adhesive, door guard (swing) lock installed with tamper-proof screws and mortise lock set with a 3/4″ latch, one-inch throw dead bolt,
anti-celluloid feature and panic release;
907.01.B DOOR VIEWER
180-degree door viewer installed at 54-60 inches above the finished floor, and an additional viewer at 46 inches above the finished floor for accessible
guest rooms.
Upon replacement of the guest room door or viewer, the hotel must comply with the Brand’s Design, Construction and Renovation Standard
2510.01.C.4
907.01.C EMERGENCY INSTRUCTIONS
Display security and emergency instructions on the back of the door or on the wall immediately adjacent to the door.
907.02 BALCONY / PATIO DOORS

Sliding glass doors to guest room balconies or patios must be equipped with a secondary locking device and have a safety instruction decal affixed to the
inside pane of glass advising guests to utilize locking devices and not to leave children unattended on balconies.All glass doors, e.g. sliding patio and
balcony doors must have identifying logo or brand approved stickers at:Adult level (approximately 60" / 1.5m above finished floor)Child level (approximately
31" / 79cm above finished floor).
907.05 INCOMING TELEPHONE CALLS
The hotel must comply with the following incoming telephone protocol:
• Guest names or room numbers are never given out.
• Calls are not transferred to guest rooms without the caller identifying correctly the last name of a registered guest.
908.00 MASTER KEY CONTROL

• The hotel must implement a key control program.
• One full set of keys must be clearly labeled and kept by the hotel’s accounting or security personnel and another one in the hotel’s main safe.
• The hotel must maintain a written policy that monitors and controls the issuance and retrieval of all master keys (both analog and electronic keys).
909.00 LOST AND FOUND
• Lost and found articles must be dated, stored, and maintained in a secure area in accordance with applicable law or for 90-days whichever is more
stringent. Credit cards, medication, or perishable items must be held for 48 hours.
• Found articles must be properly dated, stored, and secured. Records must be maintained and procedures established to ensure prompt, accurate response
to a guest's inquiry concerning a lost article. The hotel manager must have access to the secured area 24 hours a day in order to return properly identified
items to guests.
• Lost and found articles must be logged and maintained in a secure area in accordance with applicable law and must be retained for at least 90 days (or a
greater period if required by law) before discarding. Valuables must be maintained for one year. The lost and found log can be maintained using either OnQ
Property Management or a separate book or electronic system.
911.00 INFORMATION PRIVACY AND DATA PROTECTION
These Privacy Brand Standards set forth the privacy, confidentiality, and security requirements for customers’ “Personal Information” that is Processed in
connection with operation of the hotel. They are intended to promote customer trust, facilitate compliance with privacy and data protection laws and to help
manage privacy-related risk. They apply to all collection, use, sharing and other handling and Processing of Personal Information at the property level and are
applicable to all brands. These Standards apply globally except where otherwise noted. The reference to “hotel” in these Privacy Brand Standards refers to all
Hilton-branded properties and such references include hotel personnel and the owners and franchisees, unless otherwise noted.
“Personal Information” is any information that:Can be used (alone or in combination with other information within the hotel’s control) to identify (directly or
indirectly), locate or contact a specific individual; orCan be associated with an identified or identifiable individual For example, Personal Information consists of
an individual’s name in combination with their address, email address, Honors number, mother’s maiden name, Date of Birth, Taxpayer Identification Number,
passport details, driver’s license number, other identification number issued by a government or public body, or financial account number (with or without any
code or password that would permit access to the account).Personal Information can be in any media or format, including computerized or electronic records
as well as paper-based files, including all copies, fragments, excerpts, whether or not such Personal Information has been intermingled with other information
or materials.
“Sensitive Personal Information" is a subset of Personal Information, which due to its nature has been classified by law or by policy as deserving additional
privacy and security protections. Sensitive Personal Information includes:Information about the race, religion, ethnicity, medical or health information, political
opinions, trade union membership, background check information or sexual life of an identifiable individualGenetic or biometric dataSocial Security Number
Cardholder Information consists minimally of the full payment account number (PAN) but can also include cardholder name, expiration date and/or service
code.
“Processed” or “Processing” means any operation or set of operations which is performed on Personal Information, or on sets of Personal Information,
whether or not by automated means, including collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use,
disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure or destruction.
911.01 COLLECTION, USE, AND ACCESS TO PERSONAL INFORMATION
Personal Information must be collected and used in a reasonable and lawful manner and in accordance with these Standards. All Processing of Personal
Information shall be limited to operation of the hotel as a hotel, consistent with these Standards, and only as permitted by applicable law.Hotel may collect
and use an individual’s Personal Information only for the following purposes:The purposes stated in the Hilton Global Privacy Statement (including to Process
reservations and provide customer service)Fulfilling or responding to a request from the individualPerforming hotel's contractual obligations to the
individualComplying with hotel’s legal obligationsOther purposes expressly approved in writing by Hilton.Personal Information and Cardholder Information
may not be collected on a stand-alone website.Personal Information may not be used by hotels (including hotel personnel, owners or franchisees) for direct
marketing purposes (e.g., direct mail, email campaigns, telemarketing), unless approved in writing by Hilton.Within the hotel, access to Personal Information
must be limited to personnel who reasonably need access to such Personal Information for legitimate business purposes (such as to facilitate personalized
guest interactions) or to carry out their assigned functions.Personal Information may not be used to market the products or services of a third-party or a non-
Hilton branded hotel.Hotel may only request Sensitive Personal Information from guests to the extent collection of such information is required by local
law.Hotel may use Sensitive Personal Information that is voluntarily provided by an individual (e.g., a health condition or food allergy that requires an
accommodation) only as permitted by law to provide customer service, meet an individual's particular needs, or respond to a request from the individual.Hotel
may not call customers on property to ask for Cardholder Information. While guests are on property, hotels must obtain Cardholder Information (other than
card on file transactions) from the guest, in person, at the front desk.Guest collateral (e.g., key packets) must state: "The Hotel will never call your room to ask
for credit card information."
911.02 CLOSED CIRCUIT TELEVISIONS (CCTV)
CCTV cameras may not be placed in, or aimed at, guest rooms/suites, locker rooms, restrooms, recreation bodies of water or other non-public areas. Hotel’s
use of CCTV cameras, installation, and the retention of CCTV footage must comply with applicable local laws, including required notice provisions. This
provision does not limit the Hotel from using other industry standard security surveillance methods.
911.03 NOTICE AND TRANSPARENCY
Hotel is responsible for providing information about its privacy practices to individuals whose Personal Information is Processed by hotel. Notices must
comply with applicable laws.Two copies of the Hilton Global Privacy Statement must be available at the front desk of each hotel. One copy must be in the
local language. The Global Privacy Statement must be provided to individuals upon request.In countries where an abbreviated privacy notice has been
approved for inclusion on the registration card, a copy of such notice must be included on hotel registration cards. Privacy notices must be updated as
required by Hilton.All customer-facing hotel websites must link to the Hilton Global Privacy Statement, and no other privacy policy (unless approved in writing
by Hilton). Franchisees and owners may not operate hotel-related websites that collect Personal Information unless approved by Hilton.In addition to the
foregoing, where acting as a controller, franchisees and owners are responsible for providing individuals whose Personal Information is Processed by them
with a privacy notice identifying them as the controller, if and when required by applicable laws. Such notice shall conform to the requirements of these
Standards and applicable laws.
911.04 CHOICE TO OPT-OUT
For property-level Processing of Personal Information:Hotel must provide individuals with a reasonable opportunity to object to the Processing of their
Personal Information by property-specific systems. Where applicable law requires the express or explicit consent of the individual for the collection and other
Processing of their Personal Information, hotel must obtain and maintain a record of such consent. Hotel must honor individuals’ requests regarding
marketing communications. For corporate-wide Processing of Personal Information: In hotels where the local tab of the OnQ Property Management System
(or other property management system used by hotel) is capable of recording a guest’s request to receive marketing communications, hotel must promptly
enter the guest’s request in the property management system. If an individual expresses a desire to opt out of marketing communications from Hilton, hotel
must communicate that preference to Hilton by sending an email to customer_privacy@hilton.com. Hotel must promptly forward requests (including the
applicable telephone number) to opt-out of telemarketing to membersupport@hgvc.com.
911.05 DISCLOSING PERSONAL INFORMATION TO THIRD PARTIES
Americas | Asia Pacific | Middle East and Africa | Turkey: Hotel may disclose Personal Information to third party service providers only when both of the
following apply:Such third party is a hotel service provider that has entered into a written agreement that incorporates or includes language substantially
similar to the Hilton Privacy and Data Protection Standards for Service Providers and otherwise meets requirements of applicable lawPrior to entering into a
contract or disclosing Personal Information, the hotel should have a reasonable basis for believing that the service provider (a) is capable of maintaining
appropriate safeguards for the Personal Information, and (b) maintains sufficient procedures to detect and respond to security breaches that could
compromise Personal Information. Hilton managed properties are required to submit third party vendors and products to security reviews per Hilton
policy.Franchisees are additionally responsible for: (i) ensuring that its service providers are bound by law or contract to limit their use of the Personal
Information to performance of the service for franchisee and otherwise for appropriate purposes, consistent with the “Collection, Use and Access to Personal
Information” clause above, and to have appropriate security controls in place; and (ii) ensuring that written agreements are in place with any service provider
that will Process Personal Information that includes such additional provisions required by applicable law.Hotel may disclose Personal Information to
government or public authorities (including law enforcement), where required by law or where permitted by applicable Hilton policies.Hotel may disclose
Personal Information to the extent reasonably necessary to enforce the hotel’s rights or protect the safety and security of hotel, its guests or personnel, or to
respond to an emergency.Hotel may disclose Personal Information pursuant to the written consent of the individual whose Personal Information will be
disclosed, provided that the consent complies with applicable data protection laws and is documented and retained if and as required by applicable
law.Personal Information may not be sold or rented to third parties, or provided to third parties for such third parties’ own use, including marketing of the third
parties’ products or services.All transfers of Personal Information to and from the hotel must be completed consistent with the requirements of applicable law,
these Standards, and applicable Hilton policies. International transfers of Personal Information (including permitting remote access to Personal Information
from another country) must also comply with laws for such cross-border transfers.
Europe: Hotel may disclose Personal Information to third party service providers only when both of the following apply:Such third party is a hotel service
provider that has entered into a written agreement that incorporates or includes language substantially similar to the Hilton Privacy and Data Protection
Standards for Service Providers and otherwise meets requirements of applicable lawPrior to entering into a contract or disclosing Personal Information, the
hotel should have a reasonable basis for believing that the service provider (a) is capable of maintaining appropriate safeguards for the Personal Information,
and (b) maintains sufficient procedures to detect and respond to security breaches that could compromise Personal Information. Hilton managed properties
are required to submit third party vendors and products to security reviews per Hilton policy.Franchisees are additionally responsible for: (i) ensuring that its
service providers are bound by law or contract to limit their use of the Personal Information to performance of the service for franchisee and otherwise for
appropriate purposes, consistent with the “Collection, Use and Access to Personal Information” clause above, and to have appropriate security controls in
place; and (ii) ensuring that written agreements are in place with any service provider that will Process Personal Information that includes such additional
provisions required by applicable law.Hotel may disclose Personal Information to government or public authorities (including law enforcement), where
required by law or where permitted by applicable Hilton policies.Hotel may disclose Personal Information to the extent reasonably necessary to enforce the
hotel’s rights or protect the safety and security of hotel, its guests or personnel, or to respond to an emergency.Hotel may disclose Personal Information
pursuant to the written consent of the individual whose Personal Information will be disclosed, provided that the consent complies with applicable data
protection laws and is documented and retained if and as required by applicable law.Personal Information may not be sold or rented to third parties, or
provided to third parties for such third parties’ own use, including marketing of the third parties’ products or services.All transfers of Personal Information to
and from the hotel must be completed consistent with the requirements of applicable law, these Standards, and applicable Hilton policies. International
transfers of Personal Information (including permitting remote access to Personal Information from another country) must also comply with laws for such
cross-border transfers.The following provisions apply to franchisee hotels located in the European Union, the European Economic Area and/or their member
states, Switzerland and the United Kingdom: Pursuant to your franchise agreement, the Standard Contractual Clauses (the “SCC”) apply to transfers of
Personal Information by franchisee from the European Union, the European Economic Area and/or their member states, Switzerland and the United
Kingdom, to Hilton in the United States, to the extent the SCC are required with respect to the transfer. Upon franchisee’s written request, and subject to
applicable confidentiality obligations, franchisor shall make available reasonable information regarding franchisor’s or its applicable affiliates’ compliance with
the obligations set forth in the SCC and franchisee agrees that provision of such information will satisfy Hilton’s (or its affiliates’) obligations under Clause II.e
of the SCC. In the event franchisor does not make such information available to franchisee, franchisee may contact franchisor in accordance with the
“Notices” Section of the franchise agreement to request a facilities audit of the procedures relevant to the protection of Personal Information. Franchisee shall
reimburse franchisor for franchisor and its affiliates’ reasonable costs incurred and time spent for any such facilities audit. Before the commencement of any
such facilities audit, franchisee and franchisor shall mutually agree upon the scope, timing, and duration of the audit in addition to the reimbursement rate and
costs for which franchisee shall be responsible. Franchisee shall promptly notify franchisor with information regarding any non-compliance discovered during
the course of an audit.Franchisee acknowledges that franchisor may disclose Personal Information to its affiliates for the purposes set forth in the SCC.
911.06 ACCESS AND CORRECTION
In General: Hotel must provide guests an opportunity to review, correct and take certain other actions with respect to the Personal Information that hotel
maintains about them, consistent with applicable law. Before allowing someone to take such actions with respect to Personal Information, hotel must confirm
that either (i) the Personal Information pertains to that individual, or (ii) that individual has been authorized to review and correct the Personal Information by
the person to whom the Personal Information pertains. Specific Categories of Guest Requests:Where applicable law provides individuals with the rights
described in (a) through (e) below, owners and franchises must respond to individuals’ requests to exercise such rights in a manner that complies with
applicable law. Where responding to an individual’s request requires access to Personal Information in Hilton corporate systems, owners and franchisees
must notify Hilton of such request promptly (but in any event within one business day of receipt of the request) by sending an email to
DataProtectionOffice@hilton.com. Hilton-managed hotels must comply with the “Data Subjects Rights Procedures” (which may be accessed via the Lobby) in
acknowledging and responding to such requests. Access and Correction: Individuals must be provided with a reasonable opportunity to examine their own
Personal Information. Where individuals have rights of access, they must be able to confirm the accuracy and completeness of their Personal Information
and have their Personal Information corrected. Any corrections must also be communicated to applicable third parties. Erasure: In certain circumstances,
individual have the right to request that their Personal Information be deleted. Valid requests for deletion must be honored and communicated to applicable
third parties that are Processing such Personal Information. Processing Objection: In certain circumstances, individuals have the right to object to the
Processing of their Personal Information. Valid objections must be honored. Restriction of Processing: Individual have the right to restrict the Processing of
their Personal Information in certain circumstances. Valid restriction requests must be honored. Data Portability: Individuals have the right to request that
certain of their Personal Information be provided to them in a machine-readable format. Valid data portability requests must be honored. All requests must be
acknowledged and individuals informed if the request will not be granted.
911.07 DATA ACCURACY, RETENTION, AND DISPOSAL
Hotel must take reasonable measures to keep Personal Information appropriately accurate, complete, and up-to-date. Hotel must retain and dispose of
Personal Information in an appropriate manner that prevents unauthorized access to the Personal Information, and in accordance with applicable law and
applicable information security and document retention policies. Hotel must notify Hilton if it becomes aware of any inaccuracies in Personal Information.
Hotel must limit the number of copies of Personal Information and Cardholder Information stored to those reasonably necessary for ongoing business and
record-keeping purposes, consistent with the applicable retention schedule. Making photocopies of credit cards, passports or other identification is prohibited,
unless required by local law. When applicable, hotel must make the card security code unreadable on any printed copy and electronic image, and secure the
copies in accordance with PCI-DSS and applicable data protection laws.See Information Security Brand Standards for additional details regarding storage
and disposal of Personal Information.
911.08 INFORMATION AND DATA SECURITY

It is the Property's responsibility to safeguard the Personal Information in its possession or control, and to comply with these Standards and applicable laws.
Property will adopt, implement and maintain appropriate security procedures and practices to prevent the unauthorized access, destruction, modification, use
or disclosure of Personal Information. Such procedures and practices will be compliant, at a minimum, with the terms of Hotel’s agreement(s) with Hilton,
these Privacy Standards and applicable laws. All such procedures and practices will take into account the nature of the Personal Information and the
commensurate risks associated with such Personal Information.Property will ensure that: (i) its employees and agents will be required, as a condition of
employment or retention, to protect all Personal Information in Property's possession or otherwise acquired by Property; (ii) its employees and agents who will
be provided access to, or otherwise come into contact with, Personal Information, will receive appropriate training relating to the protection of Personal
Information; and (iii) it will impose appropriate disciplinary measures for violations of its information security policies and procedures.Property will review and,
as appropriate, revise its security procedures and practices: (i) at least annually or whenever there is a material change in Property's business practices that
may reasonably affect the security or integrity of Personal Information; (ii) in accordance with prevailing industry practices; (iii) in accordance with applicable
laws, and (iv) as reasonably requested by Hilton’s Global Information Security Office.
The hotel must comply with all laws and regulations relating to information or data security. The hotel must comply with Hilton Information Security Standards,
as published on The Lobby here: https://lobby.hilton.com/departments/itsecurity/Pages/Global-Information-Security/Hotel-Information-Security.aspx.
Key Information Security Standards and responsibilities required for all hotels include:
• Maintaining a written record of the hotel personnel responsible for implementing and performing the hotel’s information security responsibilities.
• Maintaining a written record of all hardware and software (i.e., a technology asset inventory) with relevant and applicable details such as those
technologies that store, process, and/or transmit Restricted or Confidential Information.
• Ensuring only Hilton Managed Technology is connected to, or operates on, the Information System. Uncertified Software, Unauthorized Equipment, or
technology not managed by Hilton via a HITS, or other written agreement is not permitted to connect to, or operate on, the Information system.
• Managing access controls to hardware, software, and facilities:
• In accordance with the principle of least privilege;
• Removing access immediately upon termination of employment; and
• Conducting and maintaining a written record of, periodic reviews to confirm access (e.g., quarterly user access review).
• Ensuring user accounts and passwords (including those assigned to support vendors) to software, hardware, and facilities systems are:
• Not shared;
• Unique and assigned to specific persons; and
• Subject to complexity and periodic change requirements specified by Hilton.
• Ensuring all remote access and remote administration of any system conforms to Hilton Standards. Vendor remote access capability must be disabled
when not in use and monitored when support is required - “always-on” 24 hour, seven days a week access is prohibited.
• Conducting and maintaining a written record of periodic inspections to verify, at a minimum:
• The on-going efficacy of physical access controls such as door locks and monitoring systems;
• Unauthorized wireless devices and keystroke/data loggers are not connected to networks or systems; and
• Payment card swipe devices reconcile to inventory records and do not have signs of tampering.
• Cooperating with and supporting all Hilton Information Security requests and investigations, including but not limited to:
• Malware eradication
• Hotel-level data such as log or video monitoring records
• Immediate removal of unauthorized hardware or software from the hotel’s systems and networks; and
• Forensic system imaging for any system connected to, or that was once connected to, a Hilton network.
911.08.A CERTIFICATION OF COMPLIANCE
General Managers (or their designee) are required to read and acknowledge, in writing, their understanding and agreement to comply with the Hotel
Information Security Standards at least annually.
911.09 COMPLAINTS
Complaints: Hotel must promptly and appropriately address any allegations, complaints, or inquiries that Personal Information has not been handled or
protected appropriately. Complaints that allege a violation of law, or any claim, action, lawsuit, proceeding, inquiry, audit, or enforcement action either initiated
by a data protection authority or involving the Processing of Personal Information, should be reported within one business day of receipt of the request to
privacy@hilton.com. Appointment of a DPO by Franchisees and Owners: Where required pursuant to applicable laws, franchisees and owners shall appoint
a data protection officer (“DPO”) and shall notify Hilton of such appointment. Franchisees and owners shall notify Hilton in advance of making any public
representation (in any format or venue, including oral presentations and written publications) about its data protection practices with respect to the
hotel.Reporting to a Data Protection Authority: Hotel must notify Hilton prior to (i) self-reporting or otherwise notifying a data protection authority or other
regulator of any potential violation of applicable law, or other circumstance pertaining to Processing of Personal Information; or (ii) engaging in consultation
with a data protection authority in connection with any ongoing or envisaged Processing activities.
911.10 BREACH NOTIFICATION
Hotel must notify Hilton at ISC@hilton.com within 24 hours if such hotel has reason to believe that any Personal Information, or information or other material
that can be used to access Personal Information, in any form or on any media, has been acquired, modified, used, disclosed or accessed, by any
unauthorized person, or any person in an unauthorized manner or for an unauthorized purpose. Hotel shall, at Hilton’s request, fully assist Hilton in
responding to and resolving any security incidents and security breaches. Owners and franchisees must appropriately investigate and remediate any such
breach at their sole expense, in cooperation with Hilton. Owners and franchisees shall bear all costs associated with responding to and resolving a security
breach arising in connection with or as a result of the Processing of Personal Information related to the hotel including (without limitation), conducting an
investigation, notifying individuals and others as required by law, providing individuals with credit monitoring, and responding to individual, regulator and
media inquiries.
911.11 GUEST DATA
Americas | Asia Pacific | Middle East and Africa | Turkey: Hilton maintains, and requires that owners and franchisees comply with, these Standards in
order to promote brand consistency among the hotel and other Hilton-branded hotels and their guests, and to enable owners and franchisees to receive the
benefits afforded to Hilton-branded hotels. Owners and franchisee are responsible for ensuring compliance with these Standards by all of their workers,
service providers, affiliates and business partners.
Europe: Hilton maintains, and requires that owners and franchisees comply with, these Standards in order to promote brand consistency among the hotel
and other Hilton-branded hotels and their guests, and to enable owners and franchisees to receive the benefits afforded to Hilton-branded hotels. Owners and
franchisee are responsible for ensuring compliance with these Standards by all of their workers, service providers, affiliates and business partners. The
following provisions apply to franchisees with hotels located in the European Union, the European Economic Area and/or their member states, Switzerland, or
the United Kingdom:Personal Information regarding guests or prospective guests of hotel (“Guest Data”) is Processed by franchisor and by franchisee, each
for its own independent business purposes. Franchisor is the sole controller with respect to the Processing of Guest Data by franchisor in connection with the
license and maintenance of the System (as defined in the franchise agreement). Franchisee has exclusive day-to-day control of the business and operation of
the hotel and is the sole controller with respect to the Processing of Guest Data by franchisee in connection with its operation of the hotel (subject to these
Standards).Any use of Guest Data by franchisees or owners after the expiration or termination of the franchise or management agreement (as applicable) is
limited to the extent necessary for the purpose of operating the hotel as an hotel (for example, to honor existing reservations), and is at the sole risk and
responsibility of franchisees and owners. Any such use is further subject to compliance with applicable law.Franchisee is the sole controller with respect to all
Processing of Personal Information: (x) that is received by franchisee from third parties (including individuals) and not Processed within the Information
System (as defined in the franchise agreement); and (y) regarding franchisee’s employees.
911.12 TELEPHONE AND DEVICE SECURITY
The use of all Cellular Telephone and Wireless PDA Devices must conform to Hilton's security standards established for Personal Wireless Devices as stated
in the information security standards published on The Lobby."Personal Wireless Devices" means personal wireless electronic devices, including devices that
are authorized and configured to receive Hilton e-mail and/or process Protected or Confidential information, including Credit Cardholder Data, and which may
also connect to Hilton's network or systems either directly or indirectly. Some types of Personal Wireless Devices may have advanced features, such as e-
mail or the ability to run applications. Connecting unauthorized devices to the HITS Information System is prohibited. Examples of Personal Wireless Devices
include but are not limited to: personal digital assistants, netbooks, laptops and other personal computers, BlackBerries, iPhones and other smartphones and
cellular, Internet or other telephones.
912.00 INSURANCE
NOTE: The following Insurance Requirements section is written with U.S. Dollars used for coverage types and minimum limits. The insurance obtained must
meet or exceed these brand standards based on current currency conversions.
Franchisee/Owner must meet or exceed the insurance requirements specified in this Hilton Holdings Inc., Brand Standards Manual (“Manual”), unless
specifically indicated to the contrary in the Management Agreement (“Agreement”). Insurance requirements are split into TWO areas:Insurance required
during Construction (or Significant Renovation); and Insurance required during Operation.
Wherever possible, global standards have been provided. To the extent requirements differ for hotels located within the U.S. and those located outside the
U.S., specific standards are provided
912.01 INSURANCE REQUIRED DURING CONSTRUCTION
912.01.A OCCUPATIONAL INJURY
Minimum Required Limit: As required by local law
NOTE: Occupational Injury insurance, as required by law or regulation, must be in force prior to the hiring of any employees.
United States:
Minimum Required Limit: Statutory
NOTE: WC, as required by law or regulation, must be in force prior to the hiring of any employees.
912.01.B EMPLOYERS LIABILITY
Minimum Required Limit: $1M per occurrence or as required by local law

NOTE: The EL limits can be satisfied by any combination of Occupational Injury Scheme, EL, and/or PL policies. However, the certificate of insurance
must clearly indicate that PL insurance affords coverage for EL.
United States:
Minimum Required Limit:$1M each accident$1M each disease$1M each employee
NOTE: The EL limits can be satisfied by any combination of WC, EL, and/or Excess/Umbrella policies. However, the certificate of insurance must
clearly indicate that Excess/Umbrella liability insurance affords coverage for EL.
912.01.C GENERAL LIABILITY / PUBLIC LIABILITY
Minimum Required Limit: $15M each occurrence
NOTE: Coverage must include:
Products-completed operations, Personal and advertising injury, Protective liability, Independent contractors, and Liability assumed under an insured
contract (including the tort liability of another assumed in a business contract) on an "occurrence basis.” This insurance may not have any restrictions,
modifications or exclusions for explosion, collapse, underground property damage, earth movement or damage to work performed by a subcontractor.
Contractor must carry completed operations insurance for a period of not less than five (5) years after the completion of the project."
United States:
NOTE: Coverage must include:
Products-completed operations, Personal and advertising injury, Protective liability, Independent contractors, and Liability assumed under an insured
contract (including the tort liability of another assumed in a business contract) on an "occurrence basis.” This insurance may not have any restrictions,
modifications or exclusions for explosion, collapse, underground property damage, earth movement or damage to work performed by a subcontractor.
Contractor must carry completed operations insurance for a period of not less than 5 years after the completion of the project.
912.01.D AUTO LIABILITY
Minimum Required Limit: As required by local law
NOTE: As required by local law
United States:
Minimum Required Limit: $2M per occurrence
NOTE: Including, but not limited to: owned, hired, and non-owned vehicles.
912.01.E POLLUTION LEGAL LIABILITY
Minimum Required Limit: (if exposure exists) $1M
NOTE: If the Contractor's policy is on a claims-made form, the retroactive date of the policy must be on or before the date of the commencement of
services by Contractor.
Insurance must be maintained and evidence of insurance must be provided for at least three (3) years after completion of the work. If the coverage is
canceled or not renewed, and it is not replaced with another policy with a retroactive date that precedes the date of Contractor’s agreement, the
Contractor must provide extended reporting coverage for a minimum of three (3) years.
912.01.F UMBRELLA / EXCESS LIABILITY
Minimum Required Limit: See Underlying Requirements
NOTE: Insurance requirements for PL, EL and AL may be satisfied with a combination of primary umbrella and/or excess policies.
United States:
Minimum Required Limit: See Underlying Requirements
NOTE: Insurance requirements for GL, EL and AL may be satisfied with a combination of primary, umbrella / excess policies.
912.01.G PROFESSIONAL ERRORS AND OMISSIONS
Minimum Required Limit: Limits Commensurate with risks
NOTE: The Architect and all other professionals must carry E&O. Such policy shall cover claims arising out of negligent errors or omissions during the
performance of professional services and include coverage for attorney fees. The retroactive date of the policy must be shown on the certificate of
insurance and must be before the date of the agreement. If the coverage is canceled or not renewed and it is not replaced with another policy with a
retroactive date that precedes the date of this agreement, all professionals must provide extended reporting coverage for a minimum of two (2) years
after completion of the agreement or the work on the former policy. Professionals shall keep such insurance in force during the course of this
Agreement for a period of not less than two (2) years after the date of completion.
United States:
Minimum Required Limit: Limits Commensurate with risks
NOTE: The Architect and all other professionals must carry E&O.
The policy must cover negligent errors or omissions during performance of professional services and include attorney fees. Retroactive date must be
before the date of the agreement.
Professionals shall keep such insurance in force during the course of this Agreement for a period of not less than two (2) years after the date of
completion.
912.01.H BUILDER'S RISK
Minimum Required Limit: 100% Completed Value (Full Replacement Cost) or limits sufficient to avoid co-insuranceEarthquake and Flood (not less than
75% of the replacement cost or full probable maximum loss (PML) if in an earthquake and/or flood hazard area Windstorm – 75% Replacement Cost or
PML
NOTE: “All Risk” form and including the following: cold testing, windstorm, flood (if in a 100 year zone), earthquake (if in high hazard zone) and
collapse, including collapse resulting from design error This insurance must apply to: property intended for incorporation into the work for the entire
duration of the contract including: Property in the course of construction, reconstruction, or repair;Property while in transport to the site;Property stored
at the site or off premises;Scaffolding, staging, shoring, formwork, fences, false work, and temporary buildings and any similar items commonly referred
to as construction equipment located at the site;Furniture, fixtures, andOther personal property typical to a hotel located on premises or in storage or at
any other temporary location.The policy must cover the cost of removing debris, including demolition as may be made legally necessary by the
operation of any applicable law, ordinance or regulation.Permission to occupy or a partial occupancy clause or definition must be included and allow
occupancy without qualification. This insurance must include Business Interruption coverage including the Brand's interest for full recovery of net profits
and continuing expenses of the hotel projected for 12 months following a covered loss (including Rental Value and payments that would have been
owed the Brand in the absence of a loss). This insurance must be maintained in effect until the earliest of either the date on which all persons and
organizations who are insured under the policy agree that it may be terminated or as provided for in the contract documents. This insurance must name
all Franchisees/Owners of the premises, agents of the Franchisee/Owner, and Contractors of any tier as insured. The policy must include a waiver of
subrogation stating that all Franchisees/Owners and Contractors waive their rights of subrogation against one another with respect to losses covered by
this policy.
912.01.I GENERAL REQUIREMENTS
NOTE: Franchisee/Owner must defend, indemnify and hold Hilton Holdings, Inc., its owners, subsidiaries and affiliates now or hereafter existing,
harmless from any and all damages or claims arising out of the failure of any Contractor, supplier or vendor doing business with the hotel to maintain
adequate insurance. Contractors must not be allowed on the site or within the premises until the stated insurance requirements are evidenced.
Contractor's insurance, with the exception of an Occupational Injury Scheme, must name Franchisee/Owner, Hilton Holdings, Inc., and each of their
owners, subsidiaries and affiliates (including their respective directors, officers and employees), now or hereafter existing as additional insured, and
copies of these endorsements or their equivalent must be provided to Franchisee and the Brand.
Franchisee/Owner, at its option, may purchase an "Owner controlled insurance program" or "wrap up."
United States:
NOTE: Franchisee/Owner must defend, indemnify and hold Hilton Holdings, Inc., its owners, subsidiaries and affiliates now or hereafter existing,
harmless from any and all damages or claims arising out of the failure of any Contractor, supplier or vendor doing business with the hotel to maintain
adequate insurance. Contractors must not be allowed on the site or within the premises until the stated insurance requirements are evidenced.
Contractor's insurance, with the exception of WC must name Franchisee/Owner, Hilton Holdings, Inc., and each of their owners, subsidiaries and
affiliates (including their respective directors, officers and employees), now or hereafter existing as additional insured on terms no less broad than forms
ISO CG 20 10 11 85 or a combination of ISO forms CG 20 10 10 01 and CG 20 37 10 04 (or a substitute form providing equivalent coverage), and
copies of these endorsements or their equivalent must be provided to Franchisee/Owner and the Brand.
Franchisee/Owner, at its option, may purchase an "Owner controlled insurance program" or "wrap up."
912.02 INSURANCE REQUIRED DURING OPERATION
912.02.A PUBLIC LIABILITY AND EXCESS LIABILITY

Minimum Required Limit: Participation in Brand insurance program is mandatory.
NOTE: The Brand or its designee will, at Franchisee/Owner’s cost, provide upon the commencement of operation of the hotel and maintain at all times
during the term of the Agreement, third-party PL in such amounts as the Brand may deem necessary. Franchisee/Owner will be named as an additional
insured. The Brand may elect to maintain all or part of such policies under an arrangement insuring one or more hotels operated by the Brand or its
affiliates or subsidiaries, in which event the cost of such insurance to Franchisee/Owner will be allocated by the Brand on the same basis as other
hotels of the Brand.If the Brand cannot obtain coverage, Brand will advise Franchisee/Owner of acceptable insurance requirements.
912.02.B WORKERS COMPENSATION / OCCUPATIONAL INJURY SCHEME
Minimum Required Limit: As required by local law or regulation
NOTE: Occupational Injury insurance, as required by local law or regulation, must be in force prior to the hiring of any employees.
United States:
Minimum Required Limit: Statutory
NOTE: To be obtained by statutory employer WC must be extended to cover ""All States,"" Voluntary Workers' Compensation, and Longshore and
Harbor Workers’ Compensation Act on an ""if any"" basis, unless the hotel is insured under a state operated fund.
Participation in a State Fund shall satisfy the requirements hereunder. If hotel participates in a State Fund, Stopgap coverage is required in an amount
not less than $1M.If the hotel self-insures WC, a copy of the license granting authority to self-insure must be furnished to the Brand and excess
workers’ compensation coverage should be purchased in an amount no less than $1M. If the hotel participates as a Non-Subscriber (e.g., TX and OK)
participation must be evidenced by submitting to the Brand a copy of the Employers Notice of No Coverage or Termination of Coverage and an ERISA-
compliant Occupational Injury Benefit Plan that covers substantially the same work-related injuries as WC. Non-Subscribers must carry EL with limits of
no less than $5M.
912.02.C EMPLOYER'S LIABILITY
Minimum Required Limit: $1M per occurrence or as required by local law
NOTE: The EL limits can be satisfied by any combination of Occupational Injury Scheme, EL and/or PL policies. However, the certificate of insurance
must clearly indicate that PL insurance affords coverage for EL.
United States:
Minimum Required Limit: Non-Subscribers $5M per occurrence; All others:
• $1M each accident
• $1M each disease
• $1M each employee
NOTE: The EL limits can be satisfied by any combination of WC, Employers Liability, and/or Excess/Umbrella policies. However, the certificate of
insurance must clearly indicate that Excess/Umbrella liability insurance affords coverage for EL.
912.02.D GENERAL LIABILITY / PROPERTY OWNER'S LIABILITY
Minimum Required Limit: Commensurate with Risk
NOTE: Franchisee/Owner must procure and maintain Property Owners Public Liability policy fully protecting Franchisee/Owner for liability arising out of
its ownership, possession and use of the hotel. Exposure will depend on the extent to which Franchisee/Owner is involved in day to day operation of
the hotel. Hilton recommends that Franchisee/Owner consult with a licensed insurance broker to determine appropriate limits.
United States:

NOTE: The GL insurance must include coverage for the following risks: Damage to property of others and bodily injury including sickness, disease and
death. Personal and advertising injury covering liability for false arrest, libel, slander, defamation, false imprisonment, unlawful detention, wrongful or
malicious prosecution or invasion of privacy. Innkeeper’s Liability (This can be satisfied by any combination of GL or Crime coverage). Liquor Liability (if
hotel serves alcoholic beverages). Contractual Liability. Independent Contractors Liability. Premises/Operation liability. Products and Completed
Operations. Named perils pollution including coverage for liability arising out of heat, smoke or fumes from a hostile fire, or smoke, fumes, vapor or soot
produced by or originating from equipment that is used to heat, cool or dehumidify the building, or equipment that is used to heat water. Terrorism
liability (may be part of the liability policy or a separate policy). Worldwide jurisdiction covering lawsuits brought anywhere in the world from occurrences
arising out of the hotel or the operations connected with the hotel may be satisfied with a combination of GL and umbrella/ excess insurance policies.
Aggregate limits, if any, must be on no less than a “per location” basis.
912.02.E AUTO LIABILITY
Minimum Required Limit: The greater of US$25,000 and limit required by local law
NOTE: If hotel owns and operates vehicles, Franchisee/Owner must procure and maintain AL as required by local law or regulation subject to a
US$25,000 minimum
United States:
NOTE: Including, but not limited to: owned, hired, and non-owned vehicles
May be satisfied with a combination of AL and umbrella/excess insurance policies
Aggregate limits, if any, must be on a “per location” basis.
Garage Keeper’s Liability must be included if the hotel’s operations include parking operations. This may be included under GL if there are no hotel
vehicles.
912.02.F WATERCRAFT LIABILITY
NOTE: Hilton recommends that Franchisee/Owner consult with a licensed insurance broker to determine appropriate limits
912.02.G AIRCRAFT LIABILITY
NOTE: Hilton recommends that Franchisee/Owner consult with a licensed insurance broker to determine appropriate limits.
912.02.H COMMERCIAL PROPERTY AND BUSINESS INTERRUPTION
Minimum Required Limit: Full Replacement Cost or limits sufficient to avoid co-insurance
Earthquake and Flood (not less than 75% of the replacement cost or full probable maximum loss (PML) if in an earthquake and/or flood hazard area
Windstorm – 75% Replacement Cost or PML
NOTE: Property Damage on a special causes of loss policy form (""All Risks""), including terrorism (may be part of the liability policy or a separate
policy) covering 100% of the insurable replacement value of the building and its contents. Such limit must be sufficient to avoid a co-insurance penalty,
if applicable. The policy must include coverage for the peril of windstorm and for ordinance and law.
This requirement for Earthquake and Flood only applies to hotels in an earthquake or flood hazard area. Please work with your insurance professional
to determine whether or not your hotel is in a high hazard area.
If a PML study is being used to determine appropriate earthquake, flood or wind limits, the PML must be based on the results of a professional study.
United States:
Minimum Required Limit: Full Replacement Cost or limits sufficient to avoid co-insurance
Earthquake and flood (not less than 75% of the replacement cost or full probable maximum loss (PML) if in an earthquake and flood hazard area
Windstorm – 75% Replacement Cost or full PML
NOTE: Property Damage on a special causes of loss policy form ("all–risks"), including terrorism (may be part of the property policy or a separate
policy) covering 100% of the insurable replacement value of the building and its contents. Such limit must be sufficient to avoid a co-insurance penalty,
if applicable. The policy must include coverage for the peril of windstorm and for ordinance and law.
The requirement for Earthquake and flood only apply to hotels in an earthquake or flood hazard areas. Please work with your insurance professional to
determine whether or not your hotel is in a high hazard area.
If a PML study is being used to determine appropriate earthquake, flood or wind limits, the PML must be based on the results of a professional study.
Continuing expenses must specifically include royalty/license fees and other fees payable to the Brand, its subsidiaries and affiliates. HWI and its
owners, subsidiaries and affiliates now or hereafter existing must be included as an additional insured as respects their interest in Business Interruption
insurance.
912.02.I BOILER AND MACHINERY (EQUIPMENT BREAKDOWN)
Minimum Required Limit: Full replacement cost of items
NOTE: Broad form Boiler and Machinery insurance against loss from accidental damage to, or from the explosion of, boilers, air conditioning systems,
including refrigeration and heating apparatus, pressure vessels and pressure pipes in an amount equal to 100% of the actual replacement value of such
items (without taking into account any depreciation) plus full recovery of the net profits and continuing expenses of the hotel. Continuing expenses must
specifically include royalty/license fees and other fees payable to the Brand.
United States:
Minimum Required Limit: Full replacement cost of items
NOTE: Broad form Boiler and Machinery insurance, including business interruption coverage, against loss from accidental damage to, or from the
explosion of, boilers, air conditioning systems, including refrigeration and heating apparatus, pressure vessels and pressure pipes.
Must include full recovery of the net profits and continuing expenses of the hotel. Continuing expenses must specifically include royalty/license fees and
other fees payable to the Brand.
912.02.J TERRORISM
Minimum Required Limit: Full replacement cost and business interruption
Third party liability if not covered in the GL policy
NOTE: Terrorism coverage shall be obtained and maintained for both first-party damage and-third party liability either stand-alone, through a
government operated or mandated pool, or as part of the PL coverage and the Property Damage/ Business Interruption coverage.
United States:
Minimum Required Limit: Full replacement cost and business interruption
Third-party liability if not covered in the GL policy
NOTE: May be either stand-alone or through a government operated or mandated pool, or as part of the GL coverage and the Property Damage/
Business Interruption coverage. Must include full recovery of the net profits and continuing expenses of the hotel. Continuing expenses must
specifically include royalty/license fees and other fees payable to the Brand.
912.02.K CRIME
Minimum Required Limit: Commensurate with risk
NOTE: Please consult with a licensed insurance broker to determine appropriate limits. The Crime insurance must include coverage for the following
risks and consider more than cash on hand: Employee DishonestyForgery & AlterationMoney & SecuritiesComputer FraudSafe RobberyCounterfeit
Paper
912.02.L GENERAL REQUIREMENTS
Asia Pacific | Canada | Caribbean | Central America | Europe | Mexico | Middle East and Africa | Puerto Rico | South America: NOTE: With the
exception of Property, Boiler & Machinery and Occupational Injury, all policies obtained by Franchisee/Owner must name the Franchisee/Owner as
named insured, and must name Hilton Holdings, Inc., and its owners, subsidiaries and affiliates now or hereafter existing as additional insured including
their employees, officers and directors. All policies of Franchisee/Owner must be endorsed to be primary insurance with no recourse to, or contribution
from, any other similar insurance, if any, which may be carried by Hilton Holdings, Inc., and its owners, subsidiaries and affiliates. Evidence of such
must be supplied to the Brand.Any deductibles or self-insured retentions above $50,000 or 5% of the replacement cost of the hotel must be declared to
and approved by Hilton Holdings, Inc., Risk Management Department, at: 7930 Jones Brand Drive, McLean, VA 22102; Email:
Risk.Management@hilton.com.Requests by Franchisee/Owner to modify requirements for Earthquake, Flood, Windstorm or Terrorism may be
submitted to Hilton Risk Management for consideration. Guidelines for such requests may be requested at Risk.Management@hilton.comFranchisee/
Owner must deliver or cause to be delivered to the Brand upon renewal or change in limits or coverage each of the following:Certificates of insurance or
documentation acceptable to Hilton Holdings, Inc., evidencing the insurance, including applicable endorsements. Where applicable each certificate
must specifically identify and/or list: Insured location(s) by name, address and Facility ID number.Relevant policy numbersRelevant parties as being
named additional insured (as specified above)Correct Hilton legal entity as certificate holder (Hilton Inc., 7930 Jones Branch Dr., McLean, VA
22102)For Property, Boiler & Machinery and Business InterruptionWindstormEarthquake and/or Flood as appropriateTerrorism (unless provided
separately)A signed letter written or translated to English from the insurance agent or broker who placed the required insurance affirming that he or she
has read and understood the insurance requirements contained in this Manual. This letter must specifically address whether the insurance the agent or
broker has placed complies with the insurance requirements set forth in this Manual.A signed checklist from the insurance agent or broker indicating
whether there is coverage for each of the minimum requirements set forth in this Manual.For samples of these letters and checklists, as well as sample
certificates and evidence of property insurance, please request a copy from Hilton Holdings, Inc., Risk Management department at
Risk.Management@hilton.com.For notice purposes the certificate holder is “Hilton Holdings, Inc., Attn: Risk Management, 7930 Jones Branch Drive,
McLean, VA 22102"All certificates or other documents evidencing insurance must be provided in English with currency indicated in U.S. dollars. Limits
required in this standard may be satisfied in the local currency equivalent at the time the policy is purchased.All evidence of insurance required herein
including certificates must be sent, either by fax, email or upload, to Hilton Holdings, Inc.'s, external partner as indicated on OnQ’s Risk Management
page: Proof of Insurance (Certificates).Hilton Holdings, Inc.'s, external partner will review and audit each certificate of insurance in line with
requirements as set out in this Manual.If Franchisee/Owner does not obtain or maintain the required insurance or policy limits, the Brand can (but is not
obligated to) obtain and maintain the insurance or such portion of the insurance (Difference in Limits”/”Difference in Conditions”) needed to bring
Franchisee/Owner’s insurance in line with the requirements herein for Franchisee/Owner without first giving Franchisee/Owner notice. If the Brand does
so, then Franchisee/Owner must immediately pay the Brand upon request, the premiums and costs incurred by Brand.The Brand makes no
representation, implied or express, that the foregoing insurance requirements are adequate to protect Franchisee/Owner.The insurance coverage
requirements contained in this Manual are only minimum requirements. These requirements do not relieve Franchisee/Owner from responsibility for
any loss or claim for damages arising out of the Agreement. Franchisee/Owner must indemnify the Brand for any claim for damages due to failure of
Franchisee/Owner or any Contractor, supplier or vendor doing business with Franchisee/Owner to maintain adequate insurance.To ensure compliance,
the Brand strongly recommends that Franchisee/Owner reproduce all insurance requirements in this Manual in full and submit it to a licensed agent or
broker experienced in writing insurance for hotels.Failure of the Brand to demand evidence of compliance with the insurance requirements in this
Manual or failure of the Brand to identify a deficiency from evidence that is provided shall not be construed as a waiver of Franchisee/Owner's
obligation to maintain such insurance.At the request of the Brand, Franchisee/Owner must deliver a copy of each policy bearing certification of the
insurance company underwriter(s), that the policy is a complete copy of the policy issued with all endorsements to the Brand.The Brand may increase
or decrease the minimum amount of insurance, require additional or different types of insurance, or otherwise change the requirements to make them
comparable to the amount and kinds of insurance carried by other properties or hotels, taking into account the size and location of the hotel and
changing circumstances in the law and insurance marketplace.Franchisee/Owner must obtain and maintain any other insurance required by local or
national statute or law.
United States: NOTE: All required insurance must be purchased from insurance companies with a financial rating acceptable to Hilton, which shall be
no less than A - VII if rated by the company A.M. Best.
Any deductibles or self-insured retentions above 50,000 USD or 5% of the replacement cost of the hotel must be declared to and approved by Hilton
Holdings, Inc.'s, Risk Management Department, at: 7930 Jones Branch Drive, McLean, VA 22102; Email: Risk.Management@hilton.com.
Evidence shall be provided via certificate upon renewal or change in limits or coverage and shall be provided to Hilton or their designee and must
include the following:With the exception of Commercial Property, Boiler & Machinery and WC, all policies obtained by Franchisee/Owner must name the
Franchisee/Owner as named insured, and must name Hilton Holdings, Inc., and its owners, subsidiaries and affiliates now or hereafter existing as
additional insured including their employees, officers and directors.
All policies of Franchisee/Owner must be endorsed to be primary insurance with no recourse to, or contribution from, any other similar insurance, if any,
which may be carried by Hilton Holdings, Inc., and its owners, subsidiaries and affiliates. Evidence of such must be supplied to the Brand. Requests by
Franchisee/Owner to modify requirements for Earthquake, Flood, Windstorm or Terrorism may be submitted to Hilton Risk Management for
consideration. Guidelines for such requests may be requested from Risk.Management@hilton.com.
Franchisee/Owner must deliver or cause to be delivered to the Brand upon renewal or change in limits or coverage each of the following:
Certificates of insurance or documentation acceptable to Hilton Holdings, Inc., evidencing the insurance, including applicable endorsements. Where
applicable each certificate must specifically identify and/or list: Insured location(s) by name, address and Facility ID number Relevant policy numbers
Relevant parties as being named additional insured (as specified above) Correct Hilton legal entity as certificate holder (Hilton Holdings, Inc., 7930
Jones Branch Dr., McLean, VA 22102) For GL:
Terrorism (unless provided separately)Garage Keeper’s Liability Liquor Liability Worldwide Jurisdiction Policies as being primary and non-
contributoryFor Property, Boiler & Machinery and Business Interruption
Windstorm Earthquake and/or Flood as appropriate Terrorism (unless provided separately) All evidence of insurance required herein including
certificates must be sent, either by fax, email or upload, to Hilton Holdings, Inc., external partner as indicated on OnQ’s Risk Management page: Proof
of Insurance (Certificates).
Hilton Holdings, Inc.'s, external partner will review and audit each certificate of insurance in line with requirements as set out in this Manual. If
Franchisee/Owner does not obtain or maintain the required insurance or policy limits, the Brand can (but is not obligated to) obtain and maintain the
insurance or such portion of the insurance (Difference in Limits”/”Difference in Conditions”) needed to bring Franchisee/Owner’s insurance in line with
the requirements herein for Franchisee/Owner without first giving Franchisee/Owner notice. If the Brand does so, then Franchisee/Owner must
immediately pay to the Brand, upon request, the premiums and costs incurred by Brand.
The Brand makes no representation, implied or express, that the foregoing insurance requirements are adequate to protect Franchisee/Owner.
The insurance coverage requirements contained in this Manual are only minimum requirements. These requirements do not relieve Franchisee/Owner
from responsibility for any loss or claim for damages arising out of the Agreement. Franchisee/Owner must indemnify the Brand for any claim for
damages due to failure of Franchisee/Owner or any Contractor, supplier or vendor doing business with Franchisee/Owner to maintain adequate
insurance.
To ensure compliance, the Brand strongly recommends that Franchisee/Owner reproduce all insurance requirements in this Manual in full and submit it
to a licensed agent or broker experienced in writing insurance for hotels.
Failure of the Brand to demand evidence of compliance with the insurance requirements in this Manual or failure of the Brand to identify a deficiency
from evidence that is provided shall not be construed as a waiver of Franchisee/Owner's obligation to maintain such insurance.
At the request of the Brand, Franchisee/Owner must deliver a copy of each policy bearing certification of the insurance company underwriter(s), that the
policy is a complete copy of the policy issued with all endorsements to the Brand.
The Brand may increase or decrease the minimum amount of insurance, require additional or different types of insurance, or otherwise change the
requirements to make them comparable to the amount and kinds of insurance carried by other properties or hotels, taking into account the size and
location of the hotel and changing circumstances in the law and insurance marketplace.
Franchisee/Owner must obtain and maintain any other insurance required by local or national statute or law.
912.02.M BUSINESS INTERRUPTION
Minimum Required Limit: Full recovery of net profits and continuing expenses for 12 months
NOTE: Full recovery of the net profits and continuing expenses of the hotel (including rental value) for a 12 month period must be carried. Such limit
must be sufficient to avoid a co-insurance penalty, if applicable.
Continuing expenses must specifically include royalty/license fees and other fees payable to the Brand, its subsidiaries and affiliates. The policy must
include coverage for all perils identified for Commercial Property Insurance and Boiler & Machinery above.
Hilton Holdings, Inc., and its owners, subsidiaries and affiliates now or hereafter existing must be included as an additional insured as respects their
interest in Business Interruption insurance.
912.02.N UMBRELLA / EXCESS LIABILITY
United States:
Minimum Required Limit: See Underlying Requirements.

NOTE: Umbrella or other excess policies may be utilized in conjunction with primary policies to achieve the required insurance limits for GL, AL and EL.
Aggregate limits must be per location.
912.02.O CYBER LIABILITY
United States:
Minimum Required Limit: $3.5M per occurrence and In the aggregate
NOTE: This coverage is only required for non-Hilton computer systems. Coverage must include the following:
Security and Privacy Liability Event Management Cyber Extortion Crisis Fund Event
912.02.P EMPLOYMENT PRACTICES LIABILITY INSURANCE
United States:
Minimum Required Limit: $1M per occurrence
NOTE: Such insurance shall include coverage for class action multi party claims
913.00 EMPLOYEE SECURITY

Canada | United States: EMPLOYEE SECURITY
913.01 PANIC BUTTON
The hotel must provide a personal notification device to each employee required to work in the following areas:
• Guest rooms
• Guest room floors
• Public restrooms
• Any other area outlined by ordinance or collective bargaining agreement
Personal notification devices must feature:
• Minimum sound output of 130 dB with a 1 hour lifespan; OR
• Provide the geolocation of the incident.
914.00 RISK MITIGATION PLAN

Americas | Asia Pacific | Europe | Middle East and Africa: Hilton may identify, from time to time, actual or perceived risks in connection with the hotel’s
location in a country. Without limiting any of its other obligations, Owner will comply with any applicable Risk Mitigation Plan issued by Hilton for hotels located
in countries (or locations within countries). Such Risk Mitigation Plan may include requirements to address concerns including compliance, safety and
security, government affairs, and human rights. The list of applicable countries (or locations within countries) is attached as Appendix [A] (the “Country List”).
The Country List and/or the Risk Mitigation Plan may be amended, supplemented, replaced or deleted by Hilton from time to time, and Owner shall comply
with any such variations. In addition, Owner should identify and assess risks relevant to their property to determine if further measures should be
implemented. Hilton shall not be liable to Owner in connection with any matter or measures referred to in the Risk Mitigation Plan.
Effective July 1, 2019, the above Standard applies to all new and currently under construction hotels.
Glossary
Glossary-
Glossary
Abbreviations
°F Fahrenheit A Amp ACT Acoustical Ceiling Tile

AFF Above the Finished Floor C Celsius CDB Celsius Dry Bulb
CFLs Compact Fluorescent Lamp CFM Cubic Feet per Minute CPU Central Processing Unit
CYP Computer Yarn Placement D Depth dBA A-weighted decibel
DDM Distributed Data Management dia. Diameter DP Dew Point
DX Direct Expansion EAT Entering Air Temperature EIFS Exterior Insulation Finish System
FDB Fahrenheit Dry Bulb FF&E Furniture, Fixtures & Equipment FPM Feet Per Minute
FT Feet or Ft2 (Feet squared) GFCI Ground Fault Circuit Interrupter GFI Ground Fault Interrupter
GPF General Protection Fault GPM Gallons Per Minute H Height
HD High Definition HR Humidity Ratio HSIA High Speed Internet Access
HVAC Heating Ventilation Air Conditioning HZ Hertz IIC Impact Insulation Class
kg Kilograms KW Kilowatts L Length
lb Pounds LCD Liquid Crystal Display LED Light Emitting Diode
M Meters MATV Master Antenna Television MC Metallic Conduit
MCDB Mean Coincident Dry Bulb MDB Mean Dry Bulb MDF Medium Density Fiberboard
MERV Minimum Efficiency Reporting Value mm millimeters NIC Noise Isolation Class
OSA Outside Air oz. Ounces PSI Pounds per Square Inch
PTAC Package Terminal Air Conditioner PVC Polyvinyl chloride PVS Personal Viewing Screen
SCR Silicon Controlled Rectifier sq. square SRI Solar Roof Index
STC Sound Transmission Coefficient SVRS Safety Vacuum Release System TDD Telecommunications Device for the Deaf
V Volts VOC Volatile Organic Compounds W Width
Acronyms
American Architectural Manufacturers American Association of Textile Chemists and

A&C Architecture & Construction AAMA AATCC
Association Colorists
ABA Architectural Barriers Act ADA American Disabilities Act AGA American Gas Association
AMCA Air Moving and Conditioning Association ANSI American National Standards Institute ARI Air Conditioning and Refrigeration Institute
American Society of Heating, Refrigerating and
ASA American Standards Association ASHRAE ASME American Society of Mechanical Engineers
Air Conditioning Engineers
ASTM American Society for Testing and Materials AWMA Air & Waste Management Association AWS American Welding Society
Glossary-1 CONFIDENTIAL Hilton (Hotels) - Global - Brand Operating Standards Effective January 06, 2020
Glossary
Acronyms
BS British Standard CFFA Chemical Fabrics and Film Association DHI Door and Hardware Institute
Deutsches Institut fur Normung (German
DHSI Door and Hardware Systems, Inc. DIN EN Euro Norm (European Standard)
Institute for Standardization)
EPA Environmental Protection Agency ETL Environmental Testing Laboratories FIA Factory Insurance Association
FM Factory Mutual GB Guobiao (Chinese Standard) IBR Institute of Boiler and Radiator Manufacturers
IEEE Institute of Electrical and Electronic Engineers ISO International Standards Organization MPEG Moving Picture Experts Group
NEC National Electrical Code NECA National Electrical Contractors Association NEMA National Electrical Manufacturers Association
NESC National Electrical Safety Code NFPA National Fire Protection Association NSF NSF International
OSHA Occupational Safety and Health Act SAE Society of Automotive Engineers SBI Steel Boiler Institute
Sheet Metal and Air Conditioning Contractors
SCS Scientific Certification System SMACNA UFAC Upholstered Furniture Action Council
National Association
UL Underwriters Laboratories UMC Uniform Mechanical Code WH Warnock Hersey
Terminology/Definitions
A feature internal to automatic fire detection

An area where persons unable to use
and alarm systems, wherein the report of
Alarm Area of stairways may remain for a period of time,
AACHEN Measurement for dimensional stability smoke detection is confirmed within a
verification refuge waiting for assistance or instructions during
specific period of time before initiating an
an emergency
alarm
Common The portion of an egress path traveled The portion of a corridor where only one Level of The point at which a person is considered to
Dead end
path of before two or more distinct paths to an exit path of travel is available before two or more exit be exited from a building and is in, or has
corridor
travel are available distinct paths to an exit are available discharge immediate access to a public way
Normally
Manual fire A manually operated device used to initiate Spaces that are occupied on a regular
lux Unit of measurement for illumination occupied
alarm box an alarm signal basis, either permanently or temporarily
spaces
Wherein a fire alarm signal sounds only in
A space, street, alley or land dedicated to Response A standardized measurement of the thermal
Pre- an attended location, providing a
the public,for public use that is open to the time sensitivity of an automatic sprinkler. Quick
signal predetermined amount of time to investigate Public way
outside air and is of sufficient size to index Response (QR) sprinklers are those units
alarm a detection notice, before initiating an
accommodate those exiting from a building (RTI) with RTI of 50 or less.
automatic alarm evacuation sequence
A single or multiple-station alarm device A low-voltage device that senses visible or
Smoke responsive to smoke, connected to building Smoke invisible particles of combustion integrated
alarm electrical service and not connected to the detector and listed for service with the building fire
building fire alarm system alarm system.
Glossary-2 CONFIDENTIAL Hilton (Hotels) - Global - Brand Operating Standards Effective January 06, 2020

Hilton (Hotels) Global Ops Manual 09 Jan 2020

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Hilton (Hotels) - Global - Brand

Hilton (Hotels) Standards - Global - Brand Operating Standards

100 200 300 400 500

600 700 800 900 1000 1100

Hilton (Hotels) - Global - Brand Operating Standards Table of Contents

Summary of Changes ................................................................................................................................ Summary-1

100 THE BRAND EXPERIENCE

101.00 CORE BRAND STANDARDS ................................................................................................................. 100-2

200 GUEST SERVICES

201.00 CONCIERGE SERVICES ....................................................................................................................... 200-2

207.00 LOBBY AMBASSADOR.......................................................................................................................... 200-3

300 GUEST ROOM AND BATHROOM

301.00 ROOM CATEGORIES............................................................................................................................. 300-2

315.00 KITCHEN .............................................................................................................................................. 300-38

400 FOOD AND BEVERAGE

401.00 SERVICE OFFERINGS .......................................................................................................................... 400-2

500 WELLNESS AND RECREATION

501.00 SWIMMING POOL AND WHIRLPOOL .................................................................................................. 500-2

503.00 SPA ......................................................................................................................................................... 500-7

600 MEETINGS AND EVENTS

601.00 GROUP AND MEETING INQUIRIES...................................................................................................... 600-2

700 BUILDING OPERATIONS AND INFRASTRUCTURE

701.00 CALL ACCOUNTING SYSTEM .............................................................................................................. 700-2

716.00 GUEST LAUNDRY................................................................................................................................ 700-28

800 IDENTITY, SALES, AND DISTRIBUTION

801.00 HILTON TRADEMARKS AND LOGOS ................................................................................................... 800-2

817.00 ACCREDITED INTERMEDIARIES, CHANNELS, AND PRODUCTS ................................................... 800-28

900 ACCESSIBILITY, SAFETY AND SECURITY

901.00 BUILDING CODE & GOVERNMENT REGULATION ............................................................................. 900-2

1000 NOT APPLICABLE TO THIS BRAND

1100 NOT APPLICABLE TO THIS BRAND

Hilton (Hotels) - Global - Brand Operating Standards Preface

Hilton (Hotels) Summary of Changes

Effective January 1, 2020, a fee of $323 will be assessed

Staff will be knowledgeable about food composition and

• All Team Members

Brand Standard Training:

• The General Manager must complete the "Preventing

• The General Manager must complete the “Preventing

The Hilton University course is available to all Franchised

Legal obligations vary by region and may require training

• All hotels: The Lobby > Corporate Responsibility >

Hilton Honors Members may earn up to a maximum of

controls will reject this type of manipulation.

Hotels wishing to give guests additional points for

Two bottles of water (minimum 330ml/12 oz) must be

NOTE: This Standard does not apply in locations where

Two bottles of water (minimum 330ml/12 oz) must be

be presented with the approved Hilton Honors Bottled

2 pairs of new, unused slippers must be provided prior to

2 pairs of new, unused slippers must be provided prior to

The hotel must provide the following items as part of the

replenished daily on a complimentary basis to the defined

• Applicable Sheeting • Applicable Sheeting

312.00 Addition Americas

If the hotel chooses to provide full size bath product

12.1 fl. oz. in SOLera bath product dispenser

The hotel must comply with all menu offering requirements

All wines by the glass are to be presented, tasted and

405.05.C.1 Addition United States

Executive Lounges are required and must comply with the

Executive Lounges are required and must comply with the

Where Personal Viewing Screens (PVS) are installed,

The below standard is mandatory for all hotels with 5,000