A guest at the upscale Grand Heights Hotel was escorted out by police Saturday evening after a series of outbursts over a delayed check-in escalated into a full-blown disturbance.
The woman, identified by hotel staff as Karen Whitmore, 46, of Oak Brook, arrived at the hotel around 12:15 p.m., nearly three hours ahead of the standard check-in time. According to witnesses, Whitmore became increasingly irate after being informed that her suite was not yet ready.
“She was immediately agitated,” said Angela Reyes, a front desk supervisor with five years at the hotel. “We explained that early check-in is subject to availability, and that her room was still being serviced by housekeeping. She began raising her voice and demanding to speak to a manager within minutes.”
According to surveillance footage reviewed by hotel security, Whitmore attempted to bypass the front desk and walk behind a restricted staff-only area, claiming she was “going to find her damn room” herself. Security personnel intercepted her before she reached the elevators.
“She accused our staff of discrimination and said she was being treated this way because she’s a white woman,” said Jared Thompson, the hotel’s assistant manager. “That kind of baseless accusation is not only offensive — it’s dangerous.”
Several guests in the lobby reportedly moved away from the front desk area as the situation escalated.
One guest, Melissa Grant, visiting from Denver, said the woman’s behavior was “aggressive and entitled.”
“She kept shouting things like ‘I spend more in a weekend here than you make in a month’ and ‘You’ll regret this when I leave my review,’” Grant recalled. “It was shocking, honestly. The staff were calm and respectful the whole time.”
Whitmore allegedly began filming employees on her phone and threatening to “go viral” on social media. Hotel management contacted police after she refused multiple requests to leave.
Officers from the Cityville Police Department arrived at the scene at approximately 1:05 p.m. According to the incident report, Whitmore complied after being informed she would be trespassing if she remained on the property.
“She was loud but not physically threatening,” said Officer Dana McNeil, one of the responding officers. “We walked her out without incident once she realized she could be arrested.”
The Grand Heights Hotel issued a brief statement later that evening:
“We take the safety and dignity of our staff and guests seriously. Disruptive behavior, harassment, and threats will not be tolerated on our property. We appreciate the quick response of the Cityville Police Department.”
No charges were filed, and Whitmore was not taken into custody. However, she has been permanently banned from the hotel.
As of Sunday afternoon, a one-star review under the name “K.W.” appeared on multiple travel sites accusing the hotel of “discriminatory treatment” and “rudeness.” The hotel declined to comment on the review.