What are the requirements for an Embassy Suites hotel participating in the Service Quality Improvement Program?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
Our Service Quality Improvement Program (formerly known as the Quality Improvement Program) is a part of our quality assurance program. Any hotel that fails to meet our minimum Service Quality Standards for more than 6 continuous months may be required to participate in our Service Quality Improvement Program, which consists of: (a) completion of a Service Improvement Plan for your Hotel; (b) you or your management's successful completion of our service improvement process (which may include additional assessments, re-training, consulting and coaching, or other steps administered by us or third-party vendors we designate); and (c) payment of the applicable Service Quality Improvement program fees. We may waive one or more these requirements based on the particular circumstances at individual hotels. We plan to implement these updates to our Service Quality Improvement Program later this year. At that time, we might make certain adjustments to the program components and fees. See Item 6.
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 53–67)
What This Means (2025 FDD)
According to the 2025 Embassy Suites Franchise Disclosure Document, an Embassy Suites hotel may be required to participate in the Service Quality Improvement Program if it fails to meet the minimum Service Quality Standards for more than 6 continuous months. This program is part of the overall quality assurance program that Embassy Suites uses to maintain brand standards.
The Service Quality Improvement Program consists of three main components. First, the franchisee must complete a Service Improvement Plan for their hotel, outlining specific steps to address the identified quality issues. Second, the franchisee or their management team must successfully complete a service improvement process. This process may include additional assessments, retraining, consulting and coaching, or other steps administered by Embassy Suites or third-party vendors they designate. Finally, the franchisee is responsible for payment of the applicable Service Quality Improvement program fees.
Embassy Suites retains the discretion to waive one or more of these requirements based on the specific circumstances at individual hotels. The FDD indicates that Embassy Suites plans to implement updates to the Service Quality Improvement Program later in the year, which may include adjustments to the program components and fees. Franchisees should refer to Item 6 of the FDD for details on the fees associated with the program.