What is the name of the business computer system that Embassy Suites requires franchisees to use?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
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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"). HPMS may also be referred to as the Property Engagement Platform ("PEP®"). You are required to license the HPMS software from our affiliate, HSS. HSS is the only supplier of the HPMS software because of its proprietary nature.
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 53–67)
What This Means (2025 FDD)
According to Embassy Suites's 2025 Franchise Disclosure Document, franchisees must use a required business computer system, which Embassy Suites may periodically change. Currently, the required system is "OnQ," which connects hotels to Hilton's reservation offices and travel planners globally.
The OnQ system is comprised of proprietary components for reservations, property management, revenue management, rate and inventory management, forecast management, learning management, and other components Embassy Suites deems necessary. These components support activities such as reservations, distribution, sales, customer relationship management, hotel operations, and business intelligence gathering and analysis. The complete OnQ package includes hardware, software, installation, and support.
In addition to OnQ, Embassy Suites also requires franchisees to use a Guest Internet Access System, which may also be changed periodically. Franchisees gain access to and use of OnQ through the HITS Agreement, which also governs the installation, ongoing support, and maintenance of the Guest Internet Access. For other business computer systems outside of OnQ, franchisees can contract with a supplier of their choice, provided they meet Embassy Suites's standards on features and functionality and can interface with OnQ.