Two individuals shared how their lives were impacted after being denied accommodation at a Holiday Inn hotel in a bustling city center. Callum Donaghey, a homeless man, along with another individual, were refused entry to the hotel despite having a prepaid reservation when temperatures dropped to -6C. Their stay had been sponsored by donations, but hotel policy prohibited individuals from the streets. The incident, captured on camera at the Holiday Inn Express on Oxford Road in Manchester, sparked public outrage and led to positive changes in Callum’s life.
A charitable worker, Amanda Thompson, arranged and paid for two double rooms with breakfast for the two men, using a combination of donations and personal funds. The total cost was just over £200 through Booking.com. The footage showed the receptionist informing the men that they could not be checked in due to the hotel’s policy against accommodating individuals from the streets.
The video stirred widespread public condemnation, prompting Florence Eshalomi, the chairwoman of Parliament’s housing committee, to denounce the treatment as “inhumane” discrimination. She urged IHG, the parent company of Holiday Inn, to provide an explanation and take concrete measures to prevent such incidents in the future.
Callum, aged 30, expressed his determination to overcome the adversity he faced. Following the incident, the IHG hotel group arranged for accommodations in another warm hotel for him before he underwent a drug test and accepted assistance at a rehabilitation center, where he currently resides.
Reflecting on the experience, Callum highlighted the injustice of the situation and expressed gratitude for the support he received after the story gained attention. He emphasized the impact of the discrimination he faced and the motivation it provided him to strive for a better future.
Amanda, from the Manchester-based outreach group Two Brews, emphasized the importance of not judging individuals based on their circumstances. She acknowledged the belated assistance provided to Callum but stressed the need for greater understanding and support for those experiencing homelessness.
IHG’s Europe Managing Director, Karin Sheppard, acknowledged the incident as an isolated case that contradicted the company’s values. She issued a sincere apology to the affected guest and outlined steps being taken to enhance staff training and ensure all guests feel welcomed and cared for in line with company policies.