Terms, Privacy & Community Guidelines

Front Desk provides community-sourced information about hotel benefits, including benefits associated with programs such as American Express Fine Hotels + Resorts, American Express The Hotel Collection, Chase The Edit, and other hotel or travel programs that may be added over time.

Front Desk may include information such as benefit descriptions, property credits, breakfast benefits, upgrade policies, late checkout information, benefit letters, photographs, check-in reports, questions and answers, and other information contributed by travelers or obtained from other permitted sources.

Front Desk is an independent resource and is not affiliated with, endorsed by, sponsored by, or operated by American Express, Chase, participating hotels, hotel brands, or other travel programs unless expressly stated otherwise.

References to third-party companies, programs, hotels, brands, trademarks, and services are for identification and informational purposes only.

Front Desk is intended for individuals who are 18 years of age or older. By using Front Desk or submitting content, you represent that you are at least 18 years old.

Information on Front Desk is provided for general informational and travel-planning purposes. Hotel benefits, eligibility requirements, participating properties, program rules, benefit values, availability, and property-specific implementation can change at any time.

Front Desk does not guarantee that information displayed on the site is complete, current, or accurate, even when information is labeled as verified or accompanied by a recent benefit letter or check-in.

Users should confirm important information directly with the applicable hotel, credit-card issuer, travel program, or other provider before making travel or purchasing decisions.

Much of the information available through Front Desk may be submitted by travelers based on their own stays and experiences. A check-in, benefit letter, answer, comment, or other contribution reflects information available to or experienced by that contributor at a particular time. Another guest's experience may differ.

Front Desk may review, organize, summarize, categorize, or verify community-submitted information before displaying it publicly. Review or publication does not constitute a guarantee that the information remains accurate.

Terms such as “verified,” “last verified,” or similar language indicate that Front Desk has supporting information based on its verification methodology. They do not constitute a guarantee by Front Desk or the applicable hotel or travel program.

Front Desk may allow users to submit materials including check-in information; benefit letters; photographs or images; PDFs or other documents; questions and answers; and notes, descriptions, corrections, and other information.

You retain ownership of content that you own.

By submitting content to Front Desk, you grant Front Desk a non-exclusive, worldwide, royalty-free license to host, store, reproduce, display, format, resize, organize, excerpt, and otherwise use that content as reasonably necessary to operate, improve, promote, and provide Front Desk.

This license includes the ability to display approved submissions to other Front Desk users and to use submitted information to create or update structured information about a hotel or benefit program.

You represent that you have the right to submit the content and grant this permission.

Benefit letters are a central feature of Front Desk. Users should submit only documents or images they received, created, photographed, or otherwise have the right to share.

Front Desk may decline to publish, remove, crop, redact, or restrict access to submitted materials.

Before publication, Front Desk may remove or obscure information that appears to contain personal information, reservation information, confirmation numbers, signatures, barcodes, QR codes, or other information that should not be displayed publicly.

Users are encouraged to review documents and photographs before submitting them and avoid uploading sensitive personal information.

Community contributions may be reviewed before they appear publicly. Front Desk may approve, reject, edit, categorize, redact, remove, or decline to publish submitted content at its discretion, including content that is inaccurate, duplicative, irrelevant, outdated, inappropriate, potentially infringing, unsafe, or inconsistent with these guidelines.

Front Desk is not obligated to publish any submission. Publication of a submission does not constitute an endorsement of the contributor or the content.

You agree not to use Front Desk to:

• submit information you know to be false or materially misleading;
• impersonate another person or misrepresent your relationship with a hotel, company, or travel program;
• upload content you do not have the right to share;
• publish another person's sensitive or private information;
• submit malicious files, malware, or harmful code;
• attempt to interfere with the operation or security of Front Desk;
• access the site through automated means in a manner that places an unreasonable burden on the service;
• scrape, systematically extract, or reproduce substantial portions of the Front Desk database without permission;
• use Front Desk content to create or populate a substantially similar competing database or service in violation of applicable law or these Terms; or
• use Front Desk for unlawful purposes.

Except for user-submitted content and third-party names, trademarks, and materials, the Front Desk website and its original content, organization, branding, design, software, and presentation are owned by or licensed to Front Desk and are protected by applicable intellectual-property laws.

You may use Front Desk for personal, noncommercial travel research. These Terms do not grant permission to reproduce, republish, sell, license, scrape, systematically download, or commercially exploit Front Desk's database, original content, branding, or website.

Nothing in these Terms claims ownership over hotel names, program names, trademarks, or other intellectual property belonging to third parties.

Front Desk respects intellectual-property rights. If you believe content available through Front Desk infringes rights you own or control, you may contact Front Desk through the Contact Us page with sufficient information to identify the material and explain your concern.

Front Desk may remove or restrict access to material while reviewing a complaint. A formal copyright process may be adopted or updated as the service develops.

Front Desk may reference or link to hotels, travel programs, credit-card issuers, booking services, affiliate partners, or other third-party websites and services.

Front Desk does not control these third parties and is not responsible for their content, availability, privacy practices, terms, prices, benefits, representations, or services. Your interactions with third parties are governed by the terms and policies of those third parties.

Front Desk may eventually earn compensation through affiliate links, referrals, travel bookings, partnerships, or other commercial relationships. When applicable, Front Desk will provide disclosures as required by law.

Compensation does not guarantee favorable treatment, verification, inclusion, or alteration of community-sourced information. Hotels, issuers, travel programs, or other commercial partners may not purchase a particular community verification result.

Front Desk may add, change, suspend, or discontinue features, content, programs, or portions of the service at any time.

Front Desk may also update these Terms periodically. The effective date at the top of this page will indicate when the current version took effect. Continued use of Front Desk after an updated version becomes effective constitutes acceptance of the revised Terms.

Front Desk is provided on an “as is” and “as available” basis.

To the fullest extent permitted by law, Front Desk disclaims warranties of any kind, express or implied, regarding the service or information available through it, including warranties of accuracy, reliability, availability, merchantability, fitness for a particular purpose, and non-infringement.

Front Desk does not guarantee that a hotel will provide any particular benefit or honor information appearing on the site.

To the fullest extent permitted by applicable law, Front Desk will not be liable for indirect, incidental, special, consequential, or punitive damages arising from or related to your use of, or reliance on, Front Desk.

This includes travel costs, booking decisions, unavailable or changed benefits, missed upgrades, credits, meals, late checkout, cancellations, or other losses associated with travel decisions made using information available through Front Desk.

Nothing in these Terms excludes liability that cannot legally be excluded.

These Terms are governed by the laws of the District of Columbia, without regard to conflict-of-law principles.

Questions about these Terms may be submitted through the Front Desk Contact Us page.

Depending on how you use Front Desk, we may collect information you voluntarily provide, including:

• hotel and stay information submitted through a check-in;
• benefit letters, photographs, PDFs, or other uploaded materials;
• notes or descriptions accompanying a submission;
• questions and answers;
• corrections or updates submitted through the Contact Us page;
• information included in communications with Front Desk.

If account functionality is introduced, Front Desk may also collect account information such as an email address or username.

When you visit Front Desk, the site and its service providers may automatically receive technical information such as IP address; browser and device information; pages visited; approximate location derived from an IP address; referring pages; timestamps; and diagnostic, security, and performance information.

The precise information collected depends on the infrastructure, analytics, security, and other services in use.

Front Desk may use information to operate and maintain the website; review and moderate submissions; publish approved community contributions; create and update hotel benefit information; respond to questions, corrections, and inquiries; detect spam, abuse, security threats, or fraudulent submissions; understand how the service is used; improve Front Desk's features and user experience; maintain records related to moderation and verification; comply with legal obligations; and protect Front Desk, its users, and third parties.

Information you submit may become public if it is approved for publication. For example, a benefit letter, check-in report, question, answer, note, or other contribution may appear on a hotel or program page.

You should not submit information that you do not want potentially displayed publicly. Front Desk may redact information before publication, but users remain responsible for reviewing submissions for personal or sensitive information.

Uploaded benefit letters and other files may initially be stored privately while awaiting review. Approved materials may subsequently be made available to Front Desk users as part of the site's community resource.

Front Desk may retain rejected or unpublished submissions for a reasonable period for moderation, security, recordkeeping, or abuse-prevention purposes.

Front Desk uses third-party service providers to operate the service. These may include providers for website hosting, databases, file storage, email delivery, analytics, security, and related technical functions.

These providers may process information on Front Desk's behalf as necessary to provide their services and according to their own contractual and privacy obligations.

Front Desk may disclose information when reasonably necessary to comply with applicable law, regulation, subpoena, court order, or other legal process; enforce Front Desk's terms and policies; investigate fraud, abuse, security incidents, or unlawful activity; protect the rights, property, or safety of Front Desk, users, or others; or establish, exercise, or defend legal claims.

If Front Desk is involved in a merger, acquisition, financing, sale of assets, reorganization, or similar business transaction, information associated with the service may be transferred as part of that transaction, subject to applicable law.

Front Desk may retain information for as long as reasonably necessary to operate the service, maintain historical benefit information, fulfill the purposes described in this policy, resolve disputes, enforce agreements, prevent abuse, and comply with legal obligations.

Because historical benefit information is part of Front Desk's purpose, some approved community contributions may be retained as historical records even after they are no longer considered current.

Front Desk uses reasonable administrative and technical measures intended to protect information. However, no website, database, storage service, or internet transmission can be guaranteed to be completely secure.

Users should avoid submitting sensitive information that is not necessary for Front Desk's purpose.

Depending on where you live, you may have legal rights regarding personal information, including rights to request access, correction, or deletion of certain information.

Privacy requests may be submitted through the Front Desk Contact Us page. Front Desk may need information sufficient to verify and process a request.

Requests may be limited or denied where permitted by applicable law, including when information must be retained for security, legal, fraud-prevention, or other legitimate purposes.

Front Desk is intended for users 18 years of age or older and is not directed to children.

Front Desk does not knowingly seek to collect personal information from individuals under 18 through community submissions. If Front Desk learns that personal information from an individual under 18 has been collected contrary to this policy, appropriate steps may be taken to remove it.

Front Desk may contain links to third-party websites or services. Their privacy practices are governed by their own policies, not this Privacy Policy.

Front Desk may update this Privacy Policy as the service develops or legal requirements change. The effective date at the top of this page identifies the current version.

Privacy questions and requests may be submitted through the Front Desk Contact Us page.

Whenever possible, submit information based on your own stay, check-in experience, or benefit letter. If you did not personally experience something, make that clear. Do not present speculation or secondhand information as firsthand fact.

Submit information you reasonably believe to be accurate. Benefit implementation can change, so include the correct hotel, program, and stay date whenever possible. If you discover that something you submitted was incorrect, you may use the Contact Us page to request a correction.

Do not upload photographs, documents, screenshots, or other materials simply because you found them online. Only submit material that you created, received, photographed, or otherwise have permission or a lawful right to share.

Before uploading a benefit letter, photograph, screenshot, or document, check it for personal information.

Do not intentionally submit information such as:

• reservation or confirmation numbers;
• home addresses;
• personal phone numbers;
• private email addresses;
• payment information;
• identification documents;
• signatures;
• QR codes or barcodes containing private information; or
• another person's private information.

Front Desk may redact or reject submissions containing sensitive information.

Front Desk is intended to document hotel-benefit implementation and help travelers understand what to expect. Questions, answers, notes, and check-ins should remain relevant to the hotel, benefit program, or travel experience being discussed.

Do not submit content that harasses, threatens, targets, or abuses another person. Disagreement about a hotel or travel experience is fine. Personal attacks are not.

Do not intentionally submit false check-ins, fabricated benefit letters, misleading reports, coordinated submissions, or other information designed to manipulate a hotel's Front Desk record.

Individuals affiliated with hotels, brands, issuers, or travel programs should not pose as ordinary travelers to influence community information.

Do not use community features primarily to advertise or promote a product, service, hotel, travel agency, referral code, affiliate link, or other commercial offering unless Front Desk expressly permits it.

Front Desk may review submissions before publication and may remove or decline content that does not follow these guidelines.

Front Desk may also edit formatting, categorize submissions, remove duplicate information, or redact sensitive information while preserving the substance of a contribution. Repeated or serious violations may result in restrictions on future participation where technically available.

A single traveler's experience does not necessarily establish a hotel's permanent policy.

Front Desk may compare multiple check-ins, benefit letters, hotel-provided information, or other evidence when determining how information is displayed or when a benefit was last verified.

The goal is not to declare that a benefit will always be provided. It is to give travelers the clearest available picture of how a benefit has recently been implemented.

If you see inaccurate, outdated, private, inappropriate, or potentially infringing content on Front Desk, please report it through the Contact Us page. Include enough information for Front Desk to identify the hotel, program, submission, or material at issue.