Colorado family’s stay at Hilton hotel was allegedly canceled because of what the father was holding: ‘Tired of being discriminated against’

Guests stay at hotels for a variety of reasons, from tourists needing accommodations to individuals temporarily staying to be closer to work. One family in Colorado, however, claimed their booking with a Hilton hotel was canceled after staff learned they were homeless.

Tay (@dacrazykillatay) shared her experience in a video that has amassed over a hundred thousand views on TikTok. According to Tay, she and her family had booked a stay at one of Hilton’s extended-stay hotel brands because they were currently homeless. While she did not specify the length of their stay, she claimed in her caption that they had spent around $45,000 in total at a previous hotel.

Their booking at the Hilton hotel, however, was allegedly canceled when the hotel’s manager saw the father of Tay’s kids holding a sign that suggested they were homeless, despite the family supposedly having already paid for their reservation. In the video she shared, Tay confronted a staff member to confirm the reason they were no longer allowed to stay at the hotel.

Hilton does not have a policy regarding homeless guests

“Can I get it in writing that we’re not allowed to pay for a hotel stay because we’re homeless?” Tay asked the staff member, who replied that he could not provide such documentation without approval from his superior. “The Hilton does not allow homeless people to pay for rooms here, correct?”

The staff member, at one point, told Tay that “we do not” allow homeless people. However, Tay asked the question again, emphasizing that it was the Hilton hotel that was not allowing them to book a room. “I said the Hilton because you just told him, because he has a homeless sign. Even though we have already paid, we can’t stay here, correct?” she asked.

After repeatedly asking, the staff member eventually replied, “Yes, that is correct.” Tay then thanked the staff member and left. She later accused the hotel of discrimination, adding in her caption, “IM SO F****** TIRED OF BEING DISCRIMINATED AGAINST ALL BECAUSE WE ARE HOMELESS!!!”

Hilton currently does not have any corporate-wide policy prohibiting individuals experiencing homelessness from staying at their hotels. Generally, their main requirements are that the guest responsible for the booking is at least 18 or 21 years old, depending on the property, and has a valid payment method and ID. However, since Hilton does not directly own all of its hotels, individual properties can refuse service to guests at their discretion.

Homelessness leaves families with limited options for shelter

Tay’s circumstance, on the other hand, is not an isolated case. According to CBS News, extended-stay hotels have become a last-resort option for many people struggling to find housing. As the cost of living, rents, and evictions continue to rise, and with limited access to federal public housing and insufficient affordable housing policies in the U.S., staying in extended-stay hotels has become a common long-term solution for low-income families.

Requirements to rent a property can also leave those experiencing homelessness trapped in hotels. Landlords typically require security deposits, advance payments, and a clean credit and background history from prospective renters. In contrast, hotels generally do not have these requirements, giving families an immediate option for shelter.

While Tay did not disclose the specific hotel she stayed at, she told viewers in an update that Hilton reached out to her to address the situation. Tay said Hilton added points to her Hilton Honors account and emphasized that they do not permit guests to be turned away solely because they are experiencing homelessness.

Hilton claimed to have reached out to the staff member Tay spoke with. However, since the hotel was independently owned, Hilton was unable to intervene directly in the situation.

Have a tip we should know? [email protected]