Is the Guest Internet Access System required by Embassy Suites subject to periodic changes?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
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We are not obligated to assist you with locating, purchasing or leasing a site for your Hotel.
Computer System
You must use our required business computer system, which we may periodically change (Franchise Agreement, Sections 5.1.3 and 5.1.6). Currently, we require you to use "OnQ," which connects System Hotels to Hilton's reservation offices and travel planners worldwide. OnQ is comprised of proprietary components for reservations, property management, revenue management, rate & inventory management, forecast management, learning management, and other components we consider necessary to support the following activities: reservations, distribution, sales, customer relationship management, hotel operations, and business intelligence gathering and analysis. The complete OnQ package currently includes hardware, software, installation, and support. We also require you to use our required Guest Internet Access System, which we may periodically change. The components of each are described below, and the cost estimates are based on a standard prototype Brand hotel.
The OnQ System
OnQ Hardware and Software. You must use authorized hardware and the required software for the OnQ system. You may acquire the authorized hardware from HSS or its preferred providers, or you may purchase or lease it through other third-party providers. If you acquire the hardware from another (non-preferred) third party, you must also pay HSS for its reasonable expenses in determining that it conforms to our specifications. You must also pay for all necessary communications vehicles for OnQ (wide area network connections, electronic mail, and Internet connections), along with the installation and configuration costs, and travel and other expenses of the employees and vendors who perform the installation and configuration services.
The property management system component within the OnQ system is called the Hilton Property Management System ("HPMS").
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, the brand mandates the use of a specific business computer system, which includes a Guest Internet Access System, and states that this system may be periodically changed. Currently, Embassy Suites requires franchisees to use "OnQ," which connects hotels to Hilton's reservation offices and travel planners. The OnQ system includes proprietary components for various functions, such as reservations, property management, revenue management, and customer relationship management.
Embassy Suites requires franchisees to provide internet access for all guest rooms, meeting rooms, and public spaces, in accordance with their standards. The approved Guest Internet Access program is currently called "StayConnected." To meet this requirement, franchisees must install specific hardware and software, secure an internet access circuit, and subscribe to an internet access service.
Furthermore, franchisees are obligated to refresh the Guest Internet Access system at least every 4 years. Embassy Suites may also require a refresh of the Guest Internet Access system in connection with a Change of Ownership or Relicensing when a new franchise agreement is signed. The cost of this refresh is anticipated to be the same or less than the original installation cost, excluding any elements that were exclusively needed for the initial setup.