Is the use of the Embassy Suites Reservation Service mandatory for reservation referrals?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
You must use the Reservation Service for reservation referrals. You must also purchase computer terminal equipment and software compatible for use with the Reservation Service. The computer equipment and software you purchase for OnQ satisfies the requirement that you purchase computer equipment and software compatible with the Reservation Service. Although you must use the Reservation Service, you may also use other reservation services to refer reservations to (but not by or from) your Hotel.
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 Reservation Service for reservation referrals. Franchisees are also required to purchase computer terminal equipment and software that is compatible with the Reservation Service. The FDD specifies that purchasing computer equipment and software for OnQ satisfies the requirement to purchase compatible equipment and software.
While the use of the Reservation Service is mandatory, Embassy Suites franchisees are permitted to use other reservation services to refer reservations to their hotel, but not by or from the Embassy Suites Reservation Service.
This requirement ensures brand consistency and helps maintain a unified reservation system across all Embassy Suites locations. It also allows Hilton to track and manage bookings effectively, which can be beneficial for marketing and revenue management purposes. However, franchisees should factor in the costs associated with the required computer equipment and software when evaluating the overall investment.