Recently, an incident involving Holiday Inn Manchester has highlighted hotel policies concerning local patrons, especially those facing homelessness. Two Brews, a UK charity, sought to provide shelter for homeless individuals during a brutal cold spell by reserving hotel rooms. Nevertheless, upon arrival, two guests were refused check-in despite having prepaid reservations. A front desk employee referenced a policy against serving individuals deemed homeless, remarking, “I know that you’re from the street and the hotel doesn’t allow it.”
The charity voiced its anger, successfully rebooking the guests at a nearby Travelodge. IHG, the parent company of Holiday Inn, issued an apology, recognizing that the occurrence was in conflict with their inclusive policy and vowed to enhance staff training.
One impacted individual conveyed feelings of sadness and anxiety, emphasizing the harsh realities of homelessness, particularly in freezing temperatures. The episode highlights the difficulties faced by homeless individuals and the necessity of inclusive policies within the hospitality sector.