Two homeless men were turned away from a Holiday Inn in sub-zero temperatures despite their booking already being paid for, a charity has said.
The hotel in Manchester city centre refused to accommodate the men and staff members told them: “I know that you’re from the street and the hotel doesn’t allow it.”
Temperatures fell to -6C overnight on Monday, when the homeless charity, Two Brews, booked two rooms for the men at the Holiday Inn on Oxford Road.
An amber cold weather health alert was in place across the country at the time, with the UK Health Security Agency warning of the risk of increased deaths.
The men were turned away days after another homeless man in Manchester was found dead on Boxing Day after spending the night in freezing conditions.
Amanda Thompson, one of the charity’s workers, described how the men were accompanied to the Holiday Inn reception after their £200 rooms were booked online with charity donations and her own money.
“I put it through, got the confirmation and they were taken down to check in for the night. After getting there it was just complete discrimination by appearance. It’s disgusting,” she told the Manchester Evening News.
She added: “I can’t wrap my head around how you can go to the desk, with a booking that is paid for, and be turned away just for being a rough sleeper.
“They could’ve been hard working men and they have been judged on how they look. They just took one look at them and made the decision. It’s inhumane.”
Thompson said the men were taken to a nearby Travelodge who were “so helpful” and accommodated six or seven homeless people that night, as well as four dogs.
A spokesperson for the Holiday Inn apologised and said it would strengthen staff training following the incident.
They said: “After speaking with team members, we recognise that this incident is not in keeping with our policy of welcoming all and should have been handled differently. We sincerely apologise to the guests affected and are taking steps internally to strengthen our training.”
IHG states online that it “offers access for all” and that it “aims to make hotel facilities available and accessible to all guests equally”.
In a video shared online, a member of staff at the hotel’s reception can be heard refusing their booking, saying: “Guys, I’m not going to lie to you, I’m not going to be able to check you in. Full truth and transparency, I know that you’re from the street and the hotel doesn’t allow it.
“It’s not a personal thing. We know people, I’ve been doing the door for a long while. It’s the company’s policy. It’s not mine personally, it’s the company’s.”
Thompson said the incident had left her infuriated: “It was so cold. It made me so angry. It’s so frustrating and I had a wave of emotions.”
