Durham flooding victims turned away from hotel because of address

A North Carolina couple told WRAL News their reservation was
canceled at a local hotel because they are Durham residents.

Gwendolyn and Ira Montague live in north Durham, and
their home of 50 years was severely damaged in flooding from Chantal.

The retired couple stayed at a nearby Holiday Inn
for a couple of nights, before making an online reservation to stay at the
Candlewood Suites on North Carolina Highway 54. 

Gwendolyn Montague told WRAL News she made a reservation on
Priceline, because as IHG members, she and her husband could get a cheaper
rate. 

After a nearly 30-minute drive to the other side
of Durham, the couple had an unwelcome surprise. 

When Gwendolyn Montague  got to the front desk, she was told
by the clerk that the reservation had been canceled. 

“He said, ‘You’re Gwendolyn?’ I said, ‘Yes.’ ‘Your
reservation has been cancelled.’ ‘What you mean my reservation been canceled?’
He said, ‘Look at the sign,” Gwendolyn recalled. 

Gwendolyn Montague snapped a photo of the sign, which read: “We would like to inform you of an important
update regarding our check-in policies, effective as of July 1st.

“Please be advised that, as of the aforementioned
date, we will no longer be able to accommodate guests who are residents of
Durham County for check-in at our establishment.” 

The photographed sign goes on to say the decision
was made after “careful consideration” and was “aimed at ensuring the best
possible service for all our visitors.”

“We drove that distance, the long distance to stay
there, and we were denied a place to stay. Because a Durham County resident
couldn’t stay there,” Gwendolyn Montague said. “I was very upset. I really couldn’t
believe it. I really couldn’t believe that just happened. And we were very,
very tired that night too. It was late.” 

Ira Montague’s explanation that the two were
flood victims didn’t get them a room. 

“It just baffled me. I was just out done; I said, ‘Wow,
this is 2025, why?’” Ira said. “It kind reminded me back in the – I’m 78
years old – you got to remind me of back in the Jim Crow days. You know what I
mean? You can’t allow you to come in. I don’t know. I just felt different.” 

WRAL News reached out to IHG about the policy and why it
exists. 

A spokesperson for the Candlewood Suites Durham
provided this statement: “As a place of hospitality, Candlewood Suites
Durham strives to provide guests traveling to Durham with a welcoming
environment with policies intended to reinforce guest safety and security.
These same policies can be adapted to accommodate our neighbors, especially
during times of need. We sincerely apologize for the inconvenience this has
caused, and we have paused our policy regarding local guests during this time
to ensure the utmost care and consideration for residents in need.”

The Montagues
say while they appreciate the apology, it doesn’t negate their difficulties that
night.

WRAL News found several other news reports of instances where hotels in North Carolina and South Carolina turned away locals. Some hotels have a policy of prohibiting locals and others don’t.

North Carolina law states a hotel has a duty to receive guests, but the duty is not absolute and is subject to lawful exceptions. Hotels may generally deny accommodations to a prospective guest for the following reasons:

• If the person is unwilling or unable to pay for a room or other establishment privileges
• If the person is under the influence of alcohol or drugs or creating a public nuisance
• If the person’s use of a room or accommodation would violate the facility’s maximum capacity
• If the innkeeper reasonably believes the person will use the room or facility for an unlawful purpose
• If the innkeeper reasonably believes the person will bring in something that would create an unreasonable danger or risk to others
• A hotel has the right to remove a guest for generally the same reasons as its right to deny accommodations stated above. If the guest does not leave voluntarily, the hotel may contact local law enforcement, advise that the guest is trespassing and request enforcement of trespass laws.