Hilton said the property was independently owned and apologized after DHS accused it of refusing law enforcement over immigration work.
WASHINGTON — Hilton Hotels is facing backlash after a Minnesota hotel under its brand was accused of canceling reservations for Department of Homeland Security agents because of their immigration work.
The controversy began Monday when DHS posted screenshots on social media showing an email exchange with the Hampton Inn Lakeville, located in a Minneapolis suburb.
The emails appeared to show a hotel employee telling federal agents that the property was “not allowing any ICE or immigration agents to stay at our property” and that their reservations would be canceled.
“This is UNACCEPTABLE,” DHS said in the post on X, accusing Hilton of refusing service to law enforcement officers and undermining their mission.
Hilton quickly pushed back, saying the property is independently owned and operated and that the actions did not reflect the company’s values.
“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.
The hotel’s owner, Everpeak Hospitality, also apologized, calling the cancellations “inconsistent” with its policies and saying it does not “discriminate against any individuals or agencies.”
The situation then escalated late Monday when a conservative influencer, posing as a DHS agent, attempted to check into the hotel and was denied. He recorded the exchange and posted it online.
The incident drew sharp reactions online, with some conservative lawmakers and commentators calling for a boycott of Hilton properties, and search interest for “Boycott Hilton Hotels” spiking.
Hilton responded Tuesday by saying it had removed the hotel from its system and was reinforcing standards across its franchise network.
“Hilton is — and has always been — a welcoming place for all,” the company said.
The episode highlights the challenges global brands face when operating under a franchise model. Most of Hilton’s more than 9,000 properties are owned and run by independent operators, not the company itself.
Hilton said it is continuing to work with all franchisees to “reinforce the standards we hold them to across our system and to help ensure this does not happen again.”
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