What is included in the 'Hosted System' as defined in the Caption By Hyatt agreement?

According to the 2025 Caption By Hyatt Franchise Disclosure Document, the 'Hosted System' comprises the Hosted Hardware, Property Management System, and Third-Party Software. Hyatt or its affiliates host this system and make it available to the owner and their authorized users, according to the terms of the agreement. The Hosted System is installed at the physical location of the Facility. Hyatt is responsible for the daily management, monitoring, operation, and maintenance of the Hosted System within the Facility for the benefit of the Owner and its Authorized Users. However, maintenance for the Property Management System is governed by a separate License Agreement.

For a Caption By Hyatt franchisee, this means that Hyatt takes responsibility for the technical infrastructure and software necessary to run the hotel's operations. This includes not only the hardware itself (servers, routers, firewalls) but also the Property Management System software and any other third-party software used in conjunction with these systems. Hyatt's responsibilities include installation of the Hosted Hardware at the Facility, hosting and monitoring of the Property Management System, and hosting, monitoring, maintenance and support of the Third Party Software, and the Hosted Hardware. This reduces the franchisee's burden of managing complex IT systems and allows them to focus on hotel operations and guest services.

However, the franchisee is responsible for providing and maintaining the 'Hotel Environment,' which includes the hardware and software environment necessary for the Hosted System to function correctly. The franchisee also bears the responsibility for connectivity from their network to the Hosted System components within the Facility. Any failure to meet these requirements could result in service disruptions or waived claims against Hyatt. Franchisees should carefully review Hyatt's Configuration Guide Technical Requirements and Operating Standards to ensure they meet all requirements for the Hotel Environment.

It is important to note that Hyatt provides scheduled maintenance with two weeks' notice and will promptly notify the franchisee of any emergency maintenance. Hyatt also warrants compliance with PCI DSS for the Hosted System, including the security of cardholder data. Hyatt also implements a disaster recovery program and uses commercially reasonable efforts to maintain such program. The franchisee should understand the maintenance schedule and disaster recovery plan to minimize disruptions and ensure data security.