A recent incident at the Britannia Hotel on Portland Street in Manchester has left a guest, Margaret Jones, distressed after being asked to leave the hotel due to her inability to pay a £1.20 tourist tax. Margaret, 63, who suffers from mobility issues and memory loss, had travelled from Lincolnshire and booked an overnight stay at the hotel. Upon check-in, she was informed about the additional charge but explained that she usually pays with cash due to her difficulty remembering card PIN numbers, which can trigger panic attacks.
Despite Margaret’s willingness to settle the City Visitor Charge levy in cash, she claimed that the hotel staff insisted on card payment, which she found challenging due to her memory impairment. Caught off-guard by the new city tax introduced in April 2023 by the Manchester Accommodation BID, Margaret expressed her willingness to pay but felt the hotel was ‘unwilling’ to accommodate her need for a cash transaction. She mentioned offering £1.50 in cash but was refused by the hotel staff who insisted on card payment, leaving her feeling stranded in the city centre.
Margaret shared her distressing experience of being turned away from the hotel building, mentioning that she was left feeling shaken and crying out in the cold. Despite offering alternative payment methods like cash, phone, or internet payment, the hotel staff allegedly declined all options. Margaret eventually managed to pay using a card that accepted tap payment without a PIN but expressed her frustration at the ordeal, stating that she found the situation ridiculous.
Reflecting on the incident, Margaret highlighted her belief that the hotel was not adequately equipped to cater to disabled individuals, raising concerns about how others could be treated in similar situations. She emphasized the lack of flexibility in payment options for guests, especially those with specific needs or limitations. Margaret’s experience shed light on the challenges faced by individuals with disabilities when accessing services, calling for more understanding and inclusive practices within the hospitality industry.
The Manchester Evening News (M.E.N) reached out to both Britannia Hotels and Manchester Accommodation BID for further information on the incident. The story of Margaret’s experience serves as a reminder of the importance of accessibility and accommodation for all guests, particularly those with disabilities or special requirements. It underscores the need for establishments to consider diverse payment methods and ensure that their policies are inclusive and considerate of individual circumstances to avoid distressing situations like the one Margaret faced.
As discussions continue regarding the incident at the Britannia Hotel, it prompts a broader conversation about ensuring equal treatment and access for all individuals in hospitality settings. The narrative of Margaret’s encounter serves as a call for greater awareness and sensitivity towards customers’ unique needs and challenges, advocating for a more inclusive and understanding approach within the service industry. It remains to be seen how the involved parties will address and respond to the concerns raised, with a potential opportunity to review and enhance policies to better cater to diverse guests and their requirements.