Canad Inns says one of its employees is no longer working at the hotel attached to Manitoba’s largest hospital after a teen was removed from his room days after undergoing leg surgery.

The formal apology was made to Nicholas Robinson, 16, and his mother, Jodie Robinson, a day after the Pimicikamak Cree Nation family told media they were forced out of the hotel at Winnipeg’s Health Sciences Centre earlier this week, even though they were waiting for a followup medical appointment.

“This interaction should not have happened, and we take this matter very seriously,” Canada Inns said in a statement Thursday.

Manitoba Keewatinowi Okimakanak said Wednesday that the Robinsons booked a room at the hotel through supports provided by the First Nations and Inuit Health Branch.

The organization said they were waiting for the health branch to confirm their stay would be extended when they were kicked out Tuesday. The family faced administrative delays entirely outside their control, MKO said.

Video provided by the family and posted on social media showed a man — who was at times yelling — telling them they were past checkout time. Other video showed people wearing security guard uniforms standing by the hotel room’s doorway.

Canad Inns said Thursday it reviewed the incident, and the interaction did not reflect its professionalism standards and did not follow established policies or procedures.

One employee no longer works for Canad Inns as a result, the company said Thursday.

“We sincerely apologize to Nicholas and Jodie Robinson, as well as to the broader community, for the distress this situation has caused,” the statement said, and Canad Inns is implementing additional training to ensure situations involving guests are handled appropriately.