What are the components of the Embassy Suites quality assurance program?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
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; (b) you or your management's successful completion of our service improvement process (which may include additional assessments, re-training, consulting and coaching, or other steps administered by us or third-party vendors we designate); and (c) payment of the applicable Service Quality Improvement program fees. We may waive one or more these requirements based on the particular circumstances at individual hotels. We plan to implement these updates to our Service Quality Improvement Program later this year. At that time, we might make certain adjustments to the program components and fees. See Item 6.
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 53–67)
What This Means (2025 FDD)
According to the 2025 Embassy Suites FDD, the quality assurance program includes periodic inspections of the Hotel, guest satisfaction surveys, and audits, including Stay Score assessments. These measures ensure the Hotel's compliance with Property Improvement Plan (PIP) requirements, renovation standards, and overall System Standards. The fees associated with this program are detailed in Item 6 of the FDD. These fees are intended to cover the actual costs and any damages or losses incurred due to harm to the brand's reputation and goodwill resulting from quality and service failures at Embassy Suites hotels. Any excess funds collected beyond these costs will supplement the Monthly Program Fee for the benefit of the System and Network.
The Service Quality Improvement Program, previously known as the Quality Improvement Program, is also a component of the Embassy Suites 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, successful completion of a service improvement process (which may include additional assessments, re-training, consulting, coaching, or other steps administered by Embassy Suites or designated third-party vendors), and payment of applicable program fees. Embassy Suites may waive one or more of these requirements based on the specific circumstances of individual hotels.
Embassy Suites plans to implement updates to the Service Quality Improvement Program later in the year, which may include adjustments to the program components and fees. Prospective franchisees should refer to Item 6 for more details on the specific fees and costs associated with the quality assurance program and any potential changes to the Service Quality Improvement Program. This comprehensive approach to quality assurance aims to maintain brand standards and protect the reputation of the Embassy Suites brand, ensuring consistent service and quality across all franchise locations.