The Housing Committee has written to a Holiday Inn in Manchester to seek an explanation for staff’s ‘appalling’ discrimination against people experiencing homelessness.

The letter written by Florence Eshalomi MP, Chair of the Housing, Communities and Local Government (HCLG) Committee, addresses an incident that occurred at Holiday Inn Express in Manchester City Centre, which saw two customers who were experiencing homelessness be refused accommodation at the hotel.

It is confirmed in the letter to Joanna Kurowska, Managing Director at IHG Hotels & Resorts United Kingdom & Ireland, that the customers’ reservations had been pre-paid by a local charity, Two Brews. However, in the video footage of the incident posted online, a staff member can be heard telling the customers that the hotel doesn’t allow people ‘from the street’.

The staff member claims that the hotel and his manager ‘won’t allow’ it, because it is ‘the company’s policy’.

In the letter, Ms Eshalomi said: ‘The way in which vulnerable rough sleepers appear to be discriminated against in footage circulating online is utterly appalling.’

She added: ‘It is particularly egregious that this incident occurred in a week when Manchester’s Severe Weather Emergency Protocol (SWEP) was in place, meaning local authorities, charities, and community groups were working tirelessly to ensure rough sleepers are offered emergency accommodation to minimise harm or death during freezing temperatures.

‘At least two rough sleepers are known to have died in Manchester in recent weeks.’

‘It is difficult to comprehend how this incident occurred, particularly given that Holiday Inn Express and other IHG brands are contracted by local authorities across England to provide emergency temporary accommodation to homeless residents.’

The letter presents a series of questions surrounding the hotel’s policies about accommodating those who are experiencing homelessness, as well as enquiring about the specific training staff members might receive to help them support vulnerable guests.

It also asks if any similar incidents had occurred at the hotel or others belonging to the chain, and whether the hotel had previously provided temporary accommodation for people experiencing homelessness on behalf of councils.

Ms Eshalomi has asked for an ‘urgent explanation as to the circumstances which led to this incident’ by January 28, as well as requesting answers to the questions, including clarification about what action IHG is taking to ‘ensure such an incident can never happen again’ and its plans to introduce new staff training and policies.

The letter adds: ‘I would also be grateful if you could provide a subsequent update by the end of April 2026, to update my Committee on the action IHG is reportedly taking to implement new staff training and policies.’

Holiday Inn has been contacted for comment.