What activities does the OnQ system support for Embassy Suites By Hilton hotels?
Embassy_Suites_By_Hilton Franchise · 2025 FDDAnswer from 2025 FDD Document
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.
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 53–67)
What This Means (2025 FDD)
According to the 2025 FDD, Embassy Suites By Hilton requires franchisees to use the OnQ computer system, which connects hotels to Hilton's reservation offices and travel planners. The OnQ system includes proprietary components for reservations, property management, revenue management, rate and inventory management, forecast management, and learning management.
Specifically, the FDD states that OnQ supports 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. Franchisees are also required to use the Guest Internet Access System, which may be periodically changed by Embassy Suites By Hilton.
Prospective franchisees should note that the OnQ system is an integral part of the Embassy Suites By Hilton system, and franchisees must sign an agreement (HITS Agreement) governing its use. The cost for OnQ connectivity is between $400 and $600 per month, billed by HSS, beginning when the hotel's internet access circuit is installed, approximately 45 days before opening. Additionally, franchisees must refresh the OnQ system at least every 3 years, with costs anticipated to be similar to the original installation.