Craig Brooks, a guest services worker at Holiday Inn, posted on Twitter a video of his conversation with a customer. After the woman confirmed the reservation on the phone, Brooks said that he heard the woman say in the background, "yeah, that f***ing n****r." When the woman arrived at the check-in desk later that day, he was ready with a video camera and challenged the customer. He politely and calmly told her that he would not allow her to stay at Holiday Inn. The woman said that she was sorry, and that she had to stay in the hotel because she was in town for her mother's funeral, but Brooks was firm in his refusal.

The woman and her family stayed at the Best Western hotel next door.