Regarding equipment maintenance for Embassy Suites, what out-of-pocket expenses will the customer be responsible for if incurred by Equipment Maintenance personnel?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
urchased Under This Ordering Document.** HSS will provide the following additional Services (if any are listed) for the fees noted (if any):
- A. Guest Messaging Service. HSS will provide the Guest Messaging Service described in Schedule P – Guest Messaging Service.
%Mi
Source: Item 23 — RECEIPTS (FDD pages 97–305)
What This Means (2025 FDD)
According to Embassy Suites' 2025 Franchise Disclosure Document, if HSS (the Help Desk Services provider) or Preferred Provider personnel incur certain expenses while providing services, the franchisee is responsible for covering those costs. Specifically, the Embassy Suites franchisee must pay for or promptly reimburse HSS for travel, lodging, meal, or any other out-of-pocket expenses, provided these are reasonably documented. The franchisee is also responsible for all telephone toll charges incurred while providing maintenance and support.
This means that beyond the standard maintenance fees, an Embassy Suites franchisee should budget for potential expenses related to on-site service calls. These additional costs can fluctuate depending on the location of the hotel, the distance traveled by the maintenance personnel, and the duration of the service.
It is important for a prospective Embassy Suites franchisee to understand that these out-of-pocket expenses are separate from the annual maintenance fees detailed in Schedule B-2. While the maintenance fees cover the general cost of having the equipment maintained, these additional expenses cover the specific costs incurred when personnel must travel to the hotel to perform the maintenance. Therefore, franchisees should carefully review their budget and consider these potential variable costs when assessing the overall financial viability of the franchise.