What is the frequency with which an Embassy Suites By Hilton franchisee must refresh the OnQ system?
Embassy_Suites_By_Hilton Franchise · 2025 FDDAnswer from 2025 FDD Document
OnQ System Refresh. You must update and upgrade ("refresh") the OnQ system at least every 3 years or such longer period as we may designate. We may also require the OnQ system to be refreshed in connection with a Change of Ownership or Relicensing, when a new franchise agreement is signed. We anticipate that cost of this to be the same or less than the cost of the original installation (but not including any elements that were needed for the original installation only).
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, franchisees are required to update and upgrade, or "refresh," the OnQ system at least every 3 years. However, Embassy Suites By Hilton may designate a longer period between refreshes at their discretion.
Additionally, Embassy Suites By Hilton may require a refresh of the OnQ system in specific circumstances. These circumstances include a Change of Ownership or Relicensing, which typically occur when a new franchise agreement is signed. This means that even if the regular 3-year refresh cycle hasn't been reached, a refresh might be necessary due to these events.
The FDD also states that the anticipated cost of the OnQ system refresh is expected to be the same or less than the cost of the original installation. This excludes any elements that were exclusively needed for the initial setup. This provides some reassurance that the refresh costs should be manageable, although franchisees should still budget accordingly for these periodic expenses.