Is an Embassy Suites franchisee required to participate in guest complaint resolution programs?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
- 5.1.8 participate in and pay all charges in connection with all required System guest complaint resolution programs, which programs may include chargebacks to the Hotel for guest refunds or credits and all required System quality assurance programs, such as guest comment cards, customer surveys and mystery shopper programs.
You must maintain minimum performance Standards and scores for quality assurance programs we establish;
Source: Item 22 — CONTRACTS (FDD page 97)
What This Means (2025 FDD)
According to the 2025 Embassy Suites Franchise Disclosure Document, franchisees are required to participate in guest complaint resolution programs. Specifically, Embassy Suites franchisees must participate in and pay all charges related to these programs. These programs may include chargebacks to the hotel for guest refunds or credits.
In addition to guest complaint resolution programs, Embassy Suites franchisees must also participate in required system quality assurance programs. These quality assurance programs may include guest comment cards, customer surveys, and mystery shopper programs. Franchisees must maintain minimum performance standards and scores for these quality assurance programs as established by Embassy Suites.
These requirements ensure that all Embassy Suites hotels maintain consistent standards of service and address guest concerns effectively. By mandating participation in these programs, Embassy Suites aims to uphold its brand reputation and customer satisfaction across all franchise locations. The costs associated with guest refunds or credits through chargebacks will be the responsibility of the franchisee, which should be factored into their operating budget.