The Hotel Manager ran the Riverlands Hotel in Manchester. In May 2019 Carla Connor's loved ones discovered that she had been living at the hotel. She was suffering from psychosis with her mental health impaired after the collapse of the Underworld roof two months earlier, an episode for which she took on the brunt of the guilt not realising that she hadn't been negligent as she thought, but that the roof had been sabotaged by a financially-strapped Gary Windass who was desperate for the work of "repairing" it. With no one knowing the true cause, even close friends turned against her as Rana Habeeb had died during the collapse. Under intense pressure, she disappeared spending time at a squat and the hotel. Robert Preston saw her there by chance and brought her back to her cafe flat home in Victoria Street where she once more gave her friends and family the slip.
Johnny Connor and Roy Cropper went to the hotel to look for possible clues to her whereabouts and the helpful manager allowed them access to her room. They found it in a mess with newspapers strewn over every surface. The manager told them that although they had accessed the room to change the beds, the television volume had been turned up, the phone had been unplugged and they had just discovered that the mass of newspapers had been stolen from outside other guests' rooms. Their mission became more urgent when Roy found her kidney medication amongst the mess but they were relieved when she turned up at Roy's flat several hours later, instinctively seeing him as someone who could help her.