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Frequently Asked Questions

If you cannot find the answer to your query here, please forward your question to the mailbox Content.Gateway@hilton.com
 
 
 
 
 

1. How do I get access to the Global Content Gateway? Access to the Global Content Gateway is provided by the Content Management and Localization Team in Glasgow. Please email: Content.Gateway@hilton.com for access.
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2. What is the best way to find out how to use the Global Content Gateway? The best way to learn how to use the Global Content Gateway is to attend one of our regular training Webinar sessions for new users. Webinar training takes place on a monthly basis and to sign up for the next session; please send an email to Content.Gateway@hilton.com
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3. How do I track a job I have sent through the Global Content Gateway? On the left hand side menu of the Global Content Gateway homepage, there is an 'My Current Jobs' option, which will take you to a list of all the jobs you have sent through the Global Content Gateway. The name that you have given your job is shown under 'Title'. To the right of this you can see the job's status and as soon as the job is complete, the status here will show as 'Job Complete'. You will also receive an email informing you each time a job is completed.
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4. I have an email telling me my job has been returned, why is this? If we have returned a job to you, it will be because we need some further information from you or need to ask a question. Please go back into the job in the Global Content Gateway, using the option 'My Current Jobs' and you will see our query in the 'Further Hotel Review Required' box. Please provide the additional information and submit the job back to us. Please note that while a job is back with you, the clock is stopped and we do not count this time as part of the overall time of the request. The clock restarts as soon as we receive the job.
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5. How do I know which form to use in the Global Content Gateway? We have tried to make the forms as easily identifiable with the areas of the sites as we can, and the most common forms used are:

  • Image Update form for all image requests
  • Special Offer form for Marketing Offers on the sites
  • Special Alert form for informing guests of something at that may negatively affect their stay.

    If you have any questions about which form to use please email:Content.Gateway@hilton.com
     
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    6. How do I select more than one item from a drop-down list on a Global Content Gateway form? Please hold down the Ctrl button on your keyboard while selecting multiple items with your mouse.
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    7. How do I send images through the Global Content Gateway? If an image has been previously submitted, it will be stored in MediaBin, so we will only need its MediaBin reference to load onto the sites. If however, you have a new image to submit, please use the upload feature at the bottom of the Image Management form that allows you to attach and submit multiple images.
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    8. How do I add PDFs to my property pages? To add a PDF to your property website, please attach a PDF to the corresponding content form in the Global Content Gateway, telling us what you’d like to name the PDF and where you’d like it to feature. For example, to add a PDF to a restaurant page, please attach a PDF on the Dining Overview form.
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    9. How do I extend the expiry date on an alert message? To extend the expiry date on an alert message, please choose a Special Alert form, using the Revise or Remove section, specifying the alert name, expiry date, and what you would like to change.
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    10. How long does it take for our updates go live on the brand websites? It takes a minimum of 24-hours for updates to go live on the brand websites, after we have entered the data in our Content Management Systems. Some areas of content update quicker than others. For translations to German and Japanese, updates take around 2 weeks, whereas Spanish and French up to 2 months.
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    11. I’ve found an error on one of my sites, how do I change this? Please complete the relevant form in the Global Content Gateway, giving us the URL of the page on which the error was found, and details of what should be corrected.
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    12. How long does it take for my content to be published on a third party site e.g. Travelocity?All third parties have their own update schedules and although we may have sent them the updates within 24-hours, it can take some sites up to 2 months before you will see the changes go live. On average it takes between 1 and 6 weeks for updates to show live on the third party sites.
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    13. How do I update the information that HRCC agents see about my hotel? Please select the 'Horizon' option on any of the Content forms and your information will be copied onto the HRCC system.
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    14. How do I get a POG for my client? Please see here for all FAQs on creating Personalized Online Groups.
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    15. I’ve created a Self-Service POG but my client wants their own logo, how do I add this? At the moment it is only possible for you or your client to add two square images/logos to a POG. If this is not suitable for your client’s needs you will have to request a revision to your POG using the revision form and the team in Glasgow will action.
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    16. How do I create a Special Offer? Please use the Special Offer form found under 'Marketing' in the Property Forms section of your brand’s Global Content Gateway homepage. This form details all the information we require to create an offer for you.
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    17. Can I create an offer without an SRP code? Yes it is possible to create an offer for a Restaurant, Spa etc that does not include accommodation, so does not need an SRP code. You would request this in the same way as a standard offer. As the SRP is a mandatory field in this form please enter 'No SRP' in the box.
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    18. How do I request a short/friendly URL (i.e. hilton.com/parisoffer)? If you need to request a short URL with an offer or Landing Page, there is an option on the relevant form to allow us to request/create these for you. Outside of these areas, please contact Jenna.Brands@hilton.com direct to have any other short URLs created. Please note this can take up to 4 weeks.
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    19. How can I update my OnQPiM information? (International Properties only) If you have Read Only access to OnQPiM you can pull your own PiM Audit in Excel format or you can request that we pull one for you. When you have the Excel sheet, please highlight your updates in red font and attach the sheet to a PiM Audit form found in the PiM section of 'Any Other Info' on the Global Content Gateway homepage.
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    20. What sites and channels does my OnQPiM information feed? OnQPiM information feeds the Hilton Worldwide brand websites as well as Horizon for HRCC and many of our third party sites directly from PiM or via GDS.
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    21. Can I include links to external sites? We will only add links to external sites if those sites do not sell other hotel company's accommodation (i.e. many airport sites). The external sites also have to be suitable to link to from a Hilton Worldwide site (no gambling etc).
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