When must an Embassy Suites By Hilton franchisee sign the agreement for OnQ (HITS Agreement)?
Embassy_Suites_By_Hilton Franchise · 2025 FDDAnswer from 2025 FDD Document
on and certain other costs and fees, and is based on the size of the hotel and number of workstations. These fees are not refundable.
About 90 to 120 days before your Hotel opens, you must sign the agreement for OnQ (HITS Agreement) and/or other related agreements we require, which will govern your access to and use of the OnQ system. The current HITS Agreement is attached as Exhibit G. You must also purchase certain software licenses such as Windows Server operating systems and related client access licenses, database applications, and virus detection and removal tools. Where applicable, these licenses must be purchased through existing enterprise agreements HSS has in place with vendors such as Microsoft. HSS will invoice the Hotel for such purchases. You may purchase other software not covered by enterprise agreements from other third-party suppliers. Costs of these licenses may vary based on the number of users or computers at your Hotel and other factors.
OnQ Connectivity. The cost for OnQ connectivity is billed to you by HSS, and costs between $400 and $600 per month. Billing will begin when your Hotel's internet acce
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, a franchisee must sign the agreement for OnQ (HITS Agreement) approximately 90 to 120 days before the hotel opens. This agreement governs the franchisee's access to and use of the OnQ system, which is Hilton's proprietary computerized business system. The HITS Agreement, attached as Exhibit G, also covers the installation, ongoing support, and maintenance of the Guest Internet Access. The property management system component within OnQ is called the Hilton Property Management System (HPMS), also referred to as the Property Engagement Platform (PEP®). Franchisees are required to license the HPMS software from Hilton's affiliate, HSS.
In addition to signing the HITS Agreement, franchisees must also purchase certain software licenses, such as Windows Server operating systems, database applications, and virus detection and removal tools. These licenses, where applicable, must be purchased through existing enterprise agreements HSS has with vendors like Microsoft. HSS will invoice the hotel for these purchases, though franchisees may purchase other software not covered by enterprise agreements from third-party suppliers. The costs of these licenses can vary based on the number of users or computers at the hotel and other factors.
The OnQ connectivity cost, billed by HSS, ranges from $400 to $600 per month, with billing commencing when the hotel's internet access circuit is installed, approximately 45 days before opening. These fees are non-refundable, as stated in the HITS Agreement, Order Document Section 1.7. Furthermore, any delays in the hotel's opening that require Systems Implementation Consultants (SICs) to remain on-site longer will incur a cost of $700 per SIC per day, plus their travel expenses. If the delay leads to rescheduling the SICs' on-site service period, a $2,000 rescheduling fee will be charged, along with the SICs' additional travel expenses. These fees are also non-refundable, as detailed in the HITS Agreement, Order Document Sections 1.6 and 1.11.