Does Embassy Suites By Hilton administer a quality assurance program for the System?
Embassy_Suites_By_Hilton Franchise · 2025 FDDAnswer from 2025 FDD Document
advertising we publish, assessing any applicable non-compliance fee, and/or suspending or removing your Hotel from the Reservations Service. (Franchise Agreement, Section 13.3).
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- Administer a quality assurance program for the System that may include conducting periodic inspections of the hotel and guest satisfaction surveys and audits to ensure compliance with System Standards (Franchise Agreement, Section 4.5).
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- If you are operating an eforea spa, we will also make available to you the services of a team member who will periodically provide you with suggestions for the improvement of your spa's operations (Spa Amendment, Paragraph 4).
In furnishing these benefits, facilities or services to you, neither we nor any of our affiliates will exercise control or supervision over you or your personnel. Management and operation of the Hotel is your sole responsibility and obligation.
Quality Assurance Program
Our quality assurance program has multiple components. Under this program, we conduct periodic inspections of the Hotel and guest satisfaction surveys and audits (including Stay Score assessments) to ensure your Hotel's compliance with PIP requirements, renovation requirements, and overall System Standards. Our quality assurance fees are listed in Item 6. The intent of these fees is to recoup our actual costs as well as damage and losses incurred in connection with harm done to the Brand's reputation and goodwill as a result of quality and service failures at Brand hotels. Accordingly, any amounts collected in excess of our costs will be used to supplement the Monthly Program Fee for the benefit of the System and Network as described below, and will not be retained by us.
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.
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 By Hilton Franchise Disclosure Document, Embassy Suites By Hilton administers a quality assurance program for the System. This program includes periodic inspections of the Hotel, guest satisfaction surveys, and audits, including Stay Score assessments. These measures ensure that each hotel complies with Property Improvement Plan (PIP) requirements, renovation standards, and overall System Standards.
The fees associated with the quality assurance program are detailed in Item 6 of the FDD. These fees are intended to cover Embassy Suites By Hilton's actual costs, as well as any damages or losses incurred due to harm to the brand's reputation and goodwill resulting from quality and service failures at the hotels. Any amounts collected exceeding these costs will be used to supplement the Monthly Program Fee, benefiting the System and Network, and will not be retained by Embassy Suites By Hilton.
Embassy Suites By Hilton's Service Quality Improvement Program is a component of the overall quality assurance program. Hotels that fail to meet the minimum Service Quality Standards for more than six continuous months may be required to participate in this program. Participation involves completing a Service Improvement Plan, undergoing a service improvement process (which may include additional assessments, re-training, consulting, and coaching), and paying the applicable Service Quality Improvement program fees. Embassy Suites By Hilton may waive one or more of these requirements based on the specific circumstances of individual hotels. Updates to the Service Quality Improvement Program, including potential adjustments to program components and fees, are planned for implementation later in the year.