Holiday Inn Express Manchester City Centre - Arena by IHG — Hotel in Manchester

I am writing to express my deep disappointment with my recent stay at the Holiday Inn Express. Unfortunately, my experience was marked by several issues ranging from problems with the room to what I perceived as homophobic and discriminatory behavior from the staff at the reception, which occurred almost daily throughout my stay.

I want to clarify that this complaint is specific to the Holiday Inn Express. During my first day in Manchester, I stayed at the Holiday Inn near Piccadilly Station, where I was treated exceptionally well by the staff.

Here are some of the key issues I encountered at the Holiday Inn Express:

Room Key Issues: The key to my room consistently failed to work. I had to return to the reception multiple times to have it replaced, yet even with new keys, the problem persisted. On more than one occasion, I was forced to go back and forth multiple times before a working key was issued.

Unstable Internet: The internet connection in my room was highly unstable, making it impossible to work effectively. Despite reporting this issue multiple times, no solution was provided.

Air Conditioning Problems: The air conditioning in my room was not functioning properly and could not cool the room. I requested a fan, which was promptly delivered, but the issue with the AC remained unresolved.

Shower Malfunction: The shower in my room was broken, and I reported the issue on Friday at 8 PM. After being out filming all night, I returned to my room at 8 PM the next day to find that the shower had still not been fixed. After further complaints, I was finally offered a room change, but only after significant delays.

Discriminatory Behavior by Staff: The most troubling aspect of my stay was the behavior of one of the staff members at the reception, which I believe to be rooted in discrimination. On several occasions, he singled me out for unnecessary questioning and checks. One particular incident involved him asking for my room number three times in less than 10 minutes while I was sitting in the lounge near reception. He then followed me to the lift and removed me to "check" if the number of guests in my room matched the reservation, while my friends, who were staying in a separate room, were present.

On another occasion, when I returned to the hotel with the friend I was sharing the room with, the same staff member tried to prevent us from going up, claiming someone was already in our room. This was clearly untrue, as we had both been out together. It felt as though he was abusing his authority to harass us, and I could not help but perceive this as an act of homophobia or discrimination, especially since other guests were not subjected to the same treatment.

These incidents were not only disrespectful but also deeply upsetting. At one point, after being repeatedly targeted, I lost my temper and confronted the staff member. Although I later apologized for my behavior, the underlying issue of discrimination remained unresolved.

Given the cost of staying at this hotel, I expected a far higher standard of service and respect. I was in Manchester to produce content for my channel, and while the city itself was incredibly welcoming, this hotel, along with some of its staff, left me feeling alienated and discriminated against.

This was, without a doubt, the worst experience I have ever had in a hotel, and I have stayed in many hotels around the world. I expect better from a brand like Holiday Inn, and I hope that this feedback will prompt the necessary actions to address these issues so that future guests do not have to endure a...

It is with great disappointment that I must recount my recent stay at Holiday Inn, an experience marred by a regrettable display of rudeness and derogatory behavior from the hotel staff, notably Jayde, who stood out for her particularly unwelcoming demeanor upon my arrival.

Firstly, despite making my reservation through a third-party app, I was denied the benefits of a late checkout—a standard courtesy extended by other establishments within the IHG family. This discrepancy in treatment only served to belittle the loyalty I have shown as a frequent guest.

Furthermore, my request for a room with a high vantage point and a pleasant view was disregarded entirely. Instead, I was allocated a room on the third floor with stained windows and a lamentable absence of a functional phone—a glaring oversight that speaks volumes about the attention to detail at this establishment.

To compound matters, the room itself was uncomfortably cold, with an ineffective air conditioning system exacerbating the issue. The failure to provide basic amenities in a habitable condition is simply unacceptable.

During the checkout process, I was disheartened to be greeted with what seemed like idle gossip regarding my room assignment—a tactless and unnecessary addition to an already insulting experience.

Despite the efforts of another manager to rectify the situation by offering a late checkout, the damage had already been done. It is distressing to learn that the very individual responsible for such reprehensible conduct is purportedly the manager—an alarming revelation that casts a shadow over the entire establishment.

Regrettably, the inhospitable atmosphere created by the discourteous behavior of the staff left me feeling violated and intimidated, prompting me to forgo the complimentary breakfast—a decision made out of a desire to distance myself from the unpleasantness that pervaded the premises.

In conclusion, the sum of these lamentable experiences underscores a disheartening truth: that the standards of professionalism and courtesy expected of a reputable establishment such as Holiday Inn were sorely lacking during my stay. It is my sincere hope that this feedback serves as a catalyst for meaningful change and that future guests are spared from similar...

Fantastic location with the bars and restaurants of the Northern Quarter on your doorstep.

Parking is just a couple of minutes walk away at a reduced rate of £4.50 for 24 hours.

The hotel is relatively new and so the rooms and public areas are smart and modern. We were especially impressed with the room. It was clean, warm and stylish with a huge shower. Only niggle was that I found the mattress to be too soft for a comfortable nights sleep, but this is my personal preference.

They have happy hour in the bar from 5pm until 7pm so we decided to have a drink before heading out. I was disappointed that they didn't have my usually choice of Chardonnay or Shiraz, plus the happy hour transpired to be a 25% discount which we found didn't really make for a cheaper round at over £8.00 for a small wine and a pint of lager. Also the bar (which is also the breakfast room), whilst it's clean and modern, felt a little like a student/uni bar so we only had one drink and then headed out into town.

Great staff from reception to cleaning to dining room staff. The reception staff were welcoming and explained the facilities and the cleaning staff always greeted us. The Saturday morning at breakfast was extremely busy but the lady on duty did her best to keep the tables tidy and food replenished, and all with a smile and polite, pleasant manner.

We enjoyed the breakfast which consisted of hot (scrambled eggs, sausages, beans, toast) and cold (pastries, fruit, yoghurt, jams) plus tea/coffee/chocolate, juices, milk...all help yourself and unlimited. We've eaten at other Holiday Inn Express hotels and we found the quality and freshness at this one to be the best.

Overall we had a fantastic stay and will be making it our regular haunt when heading to Manchester...