The episode drew public attention to questions about where franchise-level responsibility ends and individual hotel decision-making begins, as the federal government intensifies immigration enforcement operations.
A Hampton Inn franchise in Lakeville, Minn., about 20 miles south of Minneapolis, canceled reservations for federal immigration agents and informed them they would not be permitted to stay at the property, according to screenshots posted on social media by the Department of Homeland Security. Hilton and the property’s local operator, Everpeak Hospitality, each issued apologies within hours, saying the cancellation violated their policies.
The episode drew public attention to questions about where franchise-level corporate responsibility ends and individual hotel decision-making begins, as the federal government intensifies immigration enforcement operations.
DHS said federal officers had attempted to book rooms using official government email addresses and government rates. In a social media post, the agency displayed screenshots of a message sent from a Hilton email address informing agents their reservation was canceled. DHS accused Hilton Hotels of “maliciously” canceling the reservations and of “deliberately undermining and impeding law enforcement from enforcing immigration laws.” The agency characterized the refusal as part of a “coordinated” effort by the global Hilton chain.
Hilton pushed back on the suggestion that the corporate chain bore direct responsibility, noting the Lakeville property is independently operated. The majority of Hampton Inn locations are owned and operated by franchisees.
“We have been in direct contact with the hotel, and they have apologized for the actions of their team, which was not in keeping with their policies,” Hilton said in a statement.
Everpeak Hospitality, the property’s operator, issued its own apology. “Everpeak Hospitality has moved swiftly to address this matter as it was inconsistent with our policy of being a welcoming place for all,” the company said. “We are in touch with the impacted guests to ensure they are accommodated. We do not discriminate against any individuals or agencies and apologize to those impacted.”
Hampton Inn is a brand within the Hilton portfolio.