Is Embassy Suites permitted to change the required business computer systems periodically?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
You must use our required business computer systems, which we may periodically change. Currently, we require you to use OnQ, which connects System Hotels to Hilton's reservation offices and travel planners worldwide. For OnQ you must have certain hardware, software, installation, and support. We also require you to use our required Guest Internet Access System. For Guest Internet Access you must have certain hardware, software, an internet access circuit, and internet service. In addition, you must have the Connected Room system, the GRO system, the Delphi.fdc system, a Digital Floor Plan, and Digital Key system that meet our Standards and specifications. All of these components must be acquired 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. We will provide you with our Standards and specifications as appropriate, but we do not issue Standards or technical specifications that are proprietary or confidential without protections in place that we deem sufficient (such as vendor confidentiality agreements). At certain times there might be only one approved software vendor for certain applications, such as the GRO system and the Delphi.fdc system. See Items 5, 6, and 11 for details. In the future, any of the products or services may be manufactured or provided by an approved supplier who is also our client or supplier. See Item 8 above regarding HSS and other affiliate revenues related to the required business computer systems.
Source: Item 8 — RESTRICTIONS ON SOURCES OF PRODUCTS AND SERVICES (FDD pages 45–50)
What This Means (2025 FDD)
According to Embassy Suites's 2025 Franchise Disclosure Document, franchisees must use the business computer systems that Embassy Suites requires, and these systems may be changed periodically. Currently, Embassy Suites requires the use of OnQ, which connects System Hotels to Hilton's reservation offices and travel planners worldwide. Franchisees must acquire specific hardware, software, installation, and support for OnQ.
In addition to OnQ, franchisees are required to use the Guest Internet Access System, which also necessitates specific hardware, software, an internet access circuit, and internet service. Furthermore, franchisees must implement the Connected Room system, the GRO system, the Delphi.fdc system, a Digital Floor Plan, and a Digital Key system that meet Embassy Suites's standards and specifications. These components must be acquired from either HSS or preferred providers, or potentially from other non-preferred vendors, depending on the product or service and the specific circumstances of the Hotel.
Embassy Suites will provide franchisees with the necessary standards and specifications, except for proprietary or confidential information, which will be protected by confidentiality agreements. The FDD notes that at times, there may be only one approved software vendor for certain applications, such as the GRO system and the Delphi.fdc system. Any of these products or services may be manufactured or provided by an approved supplier who is also a client or supplier of Embassy Suites. Prospective franchisees should carefully consider the potential costs and implications of these technology requirements and the possibility of periodic changes to these systems.