Can Embassy Suites By Hilton waive any of the requirements of the Service Quality Improvement Program?
Embassy_Suites_By_Hilton Franchise · 2025 FDDAnswer from 2025 FDD Document
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. We plan to implement these updates to our Service Quality Improvement Program later this year. At that time, we might make certain adjustments to the program components and fees. See Item 6.
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 may waive one or more requirements of the Service Quality Improvement Program based on the specific circumstances of individual hotels. The Service Quality Improvement Program is initiated when a hotel fails to meet the minimum Service Quality Standards for more than six continuous months.
The program generally includes creating a Service Improvement Plan, completing a service improvement process that may involve additional assessments, retraining, consulting, coaching, or other steps administered by Embassy Suites By Hilton or designated third-party vendors, and paying applicable program fees. The FDD specifies that Embassy Suites By Hilton has the discretion to waive one or more of these requirements depending on the situation.
This waiver provision offers some flexibility for franchisees facing challenges in meeting service quality standards. However, it is important to note that the decision to grant a waiver is at the discretion of Embassy Suites By Hilton and is based on the specific circumstances of each hotel. Franchisees should not assume that a waiver will automatically be granted and should proactively address any service quality issues to avoid being placed in the Service Quality Improvement Program.