By Chip Cutter

Hilton on Tuesday took the relatively rare step of removing a hotel from its system in the midst of criticism online over the property's refusal to house Immigration and Customs Enforcement officers coming to Minneapolis.

The hotel operator pulled a Hampton Inn in Lakeville, Minn., from its booking channels and website a day after the Department of Homeland Security publicly alleged the hotel chain had launched a "coordinated campaign" to refuse service to ICE and other law enforcement agents sent to Minneapolis in response to immigration-related fraud claims.

Hilton was facing mounting backlash on social media, particularly from right-wing commentators.

Hilton tried to swiftly quiet the matter Monday. The hotel's management company, Everpeak Hospitality, apologized, and said that it didn't discriminate against agencies or individuals. Hilton reiterated that "our properties are open to everyone."

On Tuesday morning, a user on X posted a video appearing to show an interaction Monday night with a hotel front-desk agent at the Hampton Inn in Lakeville in which the agent states the hotel's owner wasn't accepting reservations for immigration or DHS agents. When the X user questions the agent -- saying he thought the property was now accepting reservations for anyone -- the agent appears to say "that's just policy."

The video spread online, drawing attention from and getting amplified by notable figures including hedge-fund billionaire Bill Ackman. Sharing the video, Ackman wrote: "If the hotel owner lied in their statement and the below allegation is confirmed, @Hilton corporate could terminate the hotel owner's franchise."

Some social-media users compared Hilton's predicament to that of Bud Light, the beer brand that came under fire for a social-media promotion with a transgender advocate.

The property is now no longer bookable on Hilton.com, and the hotel's webpage has been taken down.

"The independent hotel owner had assured us that they had fixed this problem and published a message confirming this," a Hilton spokeswoman said. "A recent video clearly raises concerns that they are not meeting our standards and values. As such, we are taking immediate action to remove this hotel from our systems. Hilton is -- and has always been -- a welcoming place for all."

Hilton said it is going back to all its franchisees to reiterate and reinforce its standards across the network to ensure the incident isn't repeated.

In a note to Hilton U.S. hotel owners that was viewed by The Wall Street Journal, the company said "it is imperative that we remind you, our partners, that we are a place of public accommodation, and our properties are open to everyone." The company went on to tell owners and their representatives that it was their responsibility to comply with the company's brand standards, laws and policies. "Any actions to the contrary will result in decisive action by Hilton."

Hotels have become unlikely flashpoints in the nation's immigration debate. Some protesters have appeared outside hotels, including in Minnesota, to create noise and attempt to disturb the sleep of ICE agents staying there. The demonstrations can lead to disruptions for other hotel guests.

Representatives for Everpeak Hospitality couldn't immediately be reached for comment.

Write to Chip Cutter at chip.cutter@wsj.com

(END) Dow Jones Newswires

By Chip Cutter

Hilton on Tuesday took the relatively rare step of removing a hotel from its system in the midst of criticism online over the property's refusal to house Immigration and Customs Enforcement officers coming to Minneapolis.

The hotel operator pulled a Hampton Inn in Lakeville, Minn., from its booking channels and website a day after the Department of Homeland Security publicly alleged the hotel chain had launched a "coordinated campaign" to refuse service to ICE and other law enforcement agents sent to Minneapolis in response to immigration-related fraud claims.

Hilton was facing mounting backlash on social media, particularly from right-wing commentators.

Hilton tried to swiftly quiet the matter Monday. The hotel's management company, Everpeak Hospitality, apologized, and said that it didn't discriminate against agencies or individuals. Hilton reiterated that "our properties are open to everyone."

On Tuesday morning, a user on X posted a video appearing to show an interaction Monday night with a hotel front-desk agent at the Hampton Inn in Lakeville in which the agent states the hotel's owner wasn't accepting reservations for immigration or DHS agents. When the X user questions the agent -- saying he thought the property was now accepting reservations for anyone -- the agent appears to say "that's just policy."

The video spread online, drawing attention from and getting amplified by notable figures including hedge-fund billionaire Bill Ackman. Sharing the video, Ackman wrote: "If the hotel owner lied in their statement and the below allegation is confirmed, @Hilton corporate could terminate the hotel owner's franchise."

Some social-media users compared Hilton's predicament to that of Bud Light, the beer brand that came under fire for a social-media promotion with a transgender advocate.

The property is now no longer bookable on Hilton.com, and the hotel's webpage has been taken down.

"The independent hotel owner had assured us that they had fixed this problem and published a message confirming this," a Hilton spokeswoman said. "A recent video clearly raises concerns that they are not meeting our standards and values. As such, we are taking immediate action to remove this hotel from our systems. Hilton is -- and has always been -- a welcoming place for all."

Hilton said it is going back to all its franchisees to reiterate and reinforce its standards across the network to ensure the incident isn't repeated.

In a note to Hilton U.S. hotel owners that was viewed by The Wall Street Journal, the company said "it is imperative that we remind you, our partners, that we are a place of public accommodation, and our properties are open to everyone." The company went on to tell owners and their representatives that it was their responsibility to comply with the company's brand standards, laws and policies. "Any actions to the contrary will result in decisive action by Hilton."

Hotels have become unlikely flashpoints in the nation's immigration debate. Some protesters have appeared outside hotels, including in Minnesota, to create noise and attempt to disturb the sleep of ICE agents staying there. The demonstrations can lead to disruptions for other hotel guests.

Representatives for Everpeak Hospitality couldn't immediately be reached for comment.

Write to Chip Cutter at chip.cutter@wsj.com

(END) Dow Jones Newswires

January 06, 2026 14:17 ET (19:17 GMT)

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