When handling leads for a Caption By Hyatt property, what system must be used to track them?
Caption_By_Hyatt Franchise · 2025 FDDAnswer from 2025 FDD Document
Schedule 1
HOSTED SYSTEM AND SERVICES
HOSTED SYSTEM
OPERA Property Management System (PMS) Applicable Property Interfaces
SERVICES
Hyatt shall be responsible for:
- (i) Installation of the Hosted Hardware at the Facility.
- (ii) Hosting and monitoring of the Property Management System.
- (iii) Hosting, monitoring, maintenance and support of the Third Party Software, and the Hosted Hardware.
- (iv) For clarity, with regard to the Hosted System: (i) scheduled maintenance; (ii) security and intrusion detection; and (iii) event reporting.
All Hosted Hardware shall be continually monitored and managed by Hyatt on a 24 x 7 x 365 basis.
As between Owner and Hyatt, all connectivity from the Owner's network to the Hosted System components in the Facility is the sole responsibility of Owner. All connectivity within the Facility is the sole responsibility of Hyatt. Owner's primary point of contact for support with respect to the Property Management System shall be Oracle, unless Owner is located in a region where Oracle does not provide support, in which case Owner's primary point of contact for such support shall be Oracle's designated support partner. If Owner is not able to obtain support from Oracle (or an Oracle designated support partner, as applicable), Owner may open a support ticket with the Hyatt Service Desk.
Source: Item 23 — Receipts (FDD pages 85–349)
What This Means (2025 FDD)
According to the 2025 Caption By Hyatt Franchise Disclosure Document, the brand utilizes the OPERA Property Management System (PMS). Hyatt is responsible for hosting and monitoring this system, along with applicable property interfaces.
Hyatt's responsibilities extend to the installation of hosted hardware at the facility and the hosting, monitoring, maintenance, and support of third-party software and hosted hardware. This includes scheduled maintenance, security and intrusion detection, and event reporting for the hosted system. All hosted hardware is continuously monitored and managed by Hyatt on a 24/7/365 basis.
The franchisee, as the owner, is responsible for all connectivity from their network to the hosted system components within the facility. Connectivity within the facility itself is Hyatt's responsibility. The owner's primary point of contact for support related to the Property Management System is Oracle, or Oracle's designated support partner in regions where Oracle does not provide direct support. If the owner cannot obtain support from Oracle or its partner, they can open a support ticket with the Hyatt Service Desk.
The Franchise Agreement dictates the ownership and access rights for data inputted into the Property Management System. The owner can only use the hosted system and services for their business at the property and cannot make representations or warranties on behalf of Hyatt that are inconsistent with the agreement.