Does Embassy Suites administer a quality assurance program for the System?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
m any advertising we publish, assessing any applicable non-compliance fee, and/or suspending or removing your Hotel from the Reservations Service. (Franchise Agreement, Section 13.3).
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- Administer a quality assurance program for the System that may include conducting periodic inspections of the hotel and guest satisfaction surveys and audits to ensure compliance with System Standards (Franchise Agreement, Section 4.5).
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- If you are operating an eforea spa, we will also make available to you the services of a team member who will periodically provide you with suggestions for the improvement of your spa's operations (Spa Amendment, Paragraph 4).
In furnishing these benefits, facilities or services to you, neither we nor any of our affiliates will exercise control or supervision over you or your personnel. Management and operation of the Hotel is your sole responsibility and obligation.
Quality Assurance Program
Our quality assurance program has multiple components. Under this program, we conduct periodic inspections of the Hotel and guest satisfaction surveys and audits (including Stay Score assessments) to ensure your Hotel's compliance with PIP requirements, renovation requirements, and overall System Standards. Our quality assurance fees are listed in Item 6. The intent of these fees is to recoup our actual costs as well as damage and losses incurred in connection with harm done to the Brand's reputation and goodwill as a result of quality and service failures at Brand hotels. Accordingly, any amounts collected in excess of our costs will be used to supplement the Monthly Program Fee for the benefit of the System and Network as described below, and will not be retained by us.
Our Service Quality Improvement Program (formerly known as the Quality Improvement Program) is a part of our quality assurance program. Any hotel that fails to meet our minimum Service Quality Standards for more than 6 continuous months may be required to participate in our Service Quality Improvement Program, which consists of: (a) completion of a Service Improvement Plan for your Hotel;
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 53–67)
What This Means (2025 FDD)
According to Embassy Suites' 2025 Franchise Disclosure Document, Embassy Suites administers a quality assurance program for the System. This program may include periodic inspections of the hotel, guest satisfaction surveys, and audits to ensure compliance with System Standards.
The purpose of the quality assurance program is to ensure that each Embassy Suites hotel adheres to the brand's standards and requirements, covering aspects like property improvement plan (PIP) requirements, renovation standards, and overall system standards. The fees associated with this program, detailed in Item 6, are intended to cover the actual costs incurred by Embassy Suites, as well as any damages or losses resulting from harm to the brand's reputation due to quality and service failures at individual hotels. Any excess funds collected beyond these costs will be used to supplement the Monthly Program Fee for the benefit of the System and Network.
Embassy Suites also has a Service Quality Improvement Program, formerly known as the Quality Improvement Program, as part of its quality assurance efforts. Hotels that fail to meet the minimum Service Quality Standards for more than six continuous months may be required to participate in this program. Participation involves completing a Service Improvement Plan, successfully completing a service improvement process (which may include additional assessments, re-training, consulting, or coaching), and paying applicable program fees. However, Embassy Suites may waive one or more of these requirements based on the specific circumstances of individual hotels. The FDD indicates that updates to the Service Quality Improvement Program are planned for later in the year, which may include adjustments to the program components and fees, as detailed in Item 6.