A major hotel chain has issued a public apology after two homeless men were refused entry to one of its properties during freezing temperatures, despite a charity having pre-paid for their accommodation.
Charity Booking Ignored in Sub-Zero Conditions
The incident occurred at a Holiday Inn Express in Manchester on Friday, 9 January 2026. Temperatures had plummeted to a dangerous -6°C, with a nationwide amber cold weather alert active, warning of significant risks to health.
A local charity, aiming to provide emergency shelter from the bitter cold, had pre-booked and fully paid for rooms for the two individuals. However, upon arrival, hotel staff informed the men they could not check in. The reason given was that they were 'from the street' and that allowing them to stay was against 'company policy'.
'Inadequate and Embarrassed': The Human Impact
One of the men turned away was Callum McDonagh, who has experienced homelessness for eight years. He described the profound humiliation of the event, stating he was made to feel 'inadequate' and 'embarrassed' by the hotel's actions.
This rejection left both individuals without the safe, warm refuge they were expecting, forcing them back onto the streets during a period of severe and potentially life-threatening weather.
Corporate Apology and Policy Review
Following the incident and subsequent public concern, a spokesperson for Holiday Inn Express Manchester responded. The spokesperson offered a clear apology, acknowledging that the staff's actions were 'not in keeping with our policy of welcoming all'.
The company committed to taking immediate corrective action, stating it would reinforce its inclusive policies through internal training for its team to prevent a repeat of such a situation. The statement aimed to reassure the public and charity partners of its commitment to providing accommodation without discrimination.
This case highlights the critical challenges faced by homeless individuals during extreme weather events and raises questions about the implementation of corporate equality policies at the frontline of customer service.
