From whom must an Embassy Suites franchisee purchase Hilton's proprietary computer software, OnQ?

According to Embassy Suites's 2025 Franchise Disclosure Document, franchisees must purchase Hilton's proprietary computer software, OnQ, either from Hilton or HSS. OnQ is a crucial system that connects Embassy Suites hotels to Hilton's reservation offices and travel planners globally.

In practical terms, this means that if you become an Embassy Suites franchisee, you don't have the option to shop around for this specific software from other vendors. You are restricted to purchasing it directly from Hilton or HSS. This ensures that all Embassy Suites hotels are using the same, standardized system for reservations and operations, which helps maintain brand consistency and service quality.

While franchisees must acquire OnQ from Hilton or HSS, the FDD also states that franchisees must acquire other business computer systems components from either HSS or preferred providers, or may be acquired from other (non-preferred) vendors, depending on the specific product or service and the individual circumstances of your Hotel. At certain times there might be only one approved software vendor for certain applications, such as the GRO system and the Delphi.fdc system. It is important to note that Hilton may derive profit from these sales.