Holiday Inn - the niu, Loom Manchester North by IHG

We’ve stayed at this hotel several times and are Silver Members, so this was especially disappointing. We called ahead to check whether cash payment was acceptable and were told it was. When we arrived, though, we were told we had to provide an extra £200 cash deposit on top of the room charge, more than the room itself cost. Nobody gave a clear reason. We had several payment cards with us, but reception kept saying a cash deposit was required and no card could be held as security. Their explanations were vague and contradictory: they said it was a German hotel, that a card hold couldn’t be used if we paid cash, and that there were no cards on the system. With no other option, we handed over £300 in cash. Then we watched the money go into an unsealed envelope marked only “£300.” It had no room number, guest name or booking reference, and there didn’t seem to be any security measures. We weren’t given a receipt or other proof of the deposit either. After we repeatedly asked for documentation, a staff member produced a random invoice that still didn’t mention the deposit. My partner had to write the details on the paperwork himself before the receptionist finally signed it. The whole thing felt disorganised, unprofessional and concerning. We’d generally enjoyed our earlier stays, but this completely changed how we feel about the hotel. Loyal customers shouldn’t be treated this way, and guests shouldn’t have to hand over hundreds of pounds without proper records or accountability. If you plan to pay cash, or expect clear communication and competent service, I’d strongly suggest staying elsewhere. We won’t be back.

Breakfast was hot and tasty, with plenty of drinks, cereals, fried items, sauces and condiments to choose from. My son and I definitely ate our fill. The bed was exceptionally clean and super comfortable, and the hotel made a great impression on me. There’s also a massive car park with EV charging ports.

The room I was given wasn’t ideal. It was a corner room facing the road, so when booking or checking in, it may be worth asking for somewhere quieter and away from traffic. Parking also costs extra: £5 for guests who book direct through IHG and £10 through third-party sites such as Booking.com. Breakfast is offered for £15, which felt too expensive to me, so I skipped it. I was there on a business trip and found the location practical, with plenty of restaurants, shops and other useful places nearby. The tram stop was within walking distance, making it easy to get around. The hotel is fairly standard rather than luxurious, but it has the basics for a comfortable stay. Staff were polite, friendly and willing to help, which made a positive difference.

The hotel looked tidy and elegant, and I found it the most beautiful and clean Holiday Inn Express compared with the others. Veronica at the front desk was especially helpful. She found my lunch receipt and sent it over quickly so I could claim it on expenses. Her customer service was spot on.