Woman speaks out after Facebook post about bad experience at DoubleTree goes viral


A Facebook post about a bad experience at a local DoubleTree hotel went viral after a picture attached showed a sign put up by the hotel bar stating “No longer serving military personnel and their guests. 

“As so many of us do, we tell our friends we had a negative customer service, so that is what I thought I was doing, said Aimee Osborne, who posted the photo. 

Osborne said the sign was put up toward the end of the night. She said the service at the hotel had started out bad, and the sign was just the icing on the cake. So, she said, she took to social media, and within just a few minutes of posting the picture, it received dozens of shares on Facebook. 

I promise you, 100 percent, when I wrote that post at 8:30 in the morning, I didn’t think in my mind that I would be sitting at a FOX news station talking about that dumb post I made, Osborne said. 

Osborne said a total of 600 military members and their families attended the event, paying nearly $26,000. She said DoubleTree reached out within 30 minutes of the posting to apologize.

In all of this DoubleTree has done an amazing job to apologize,” Osborne said. “They have a longstanding history of supporting the military, and we appreciate that, and that is not what this was about. This was about a bad customer experience.”

FOX21 News reached out to DoubleTree several times for a backstory on what led to the sign being posted. They sent us this statement:

In respect to the privacy of the guests who attended the event, DoubleTree General Manager Daniel Kammerer would like to share the following with Fox21:

I send my sincerest apologies to all past, current and future DoubleTree by Hilton guests and the entire Military community for the situation that took place last week during a Military Ball held at our property. The actions of the employees staffing the event do not align with the values of our management or brand. As part of the Colorado Springs community, we value the immense contributions of the Military to our city and country. It’s unfortunate that assumptions have been made about what happened that evening. We regret any offense to the service members and their guests. The employees involved have been terminated, and we have taken action to require additional training for all current employees to ensure they treat all guests with the utmost respect. We are proud to support our Military and welcome all service members, their families and community to our hotel. -Daniel Kammerer, General Manager DoubleTree by Hilton Colorado Springs.

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