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Travelodge is conducting an investigation following new reports of unauthorized individuals entering guests’ rooms. This comes after a serious incident in 2022 where a woman was sexually assaulted by Kyran Smith, who had been given a key card to her room by hotel staff. The assault led to Smith receiving a jail sentence of seven-and-a-half years.
The hotel chain is now reviewing its security procedures after two women contacted the BBC with similar experiences of strangers gaining access to their rooms while they were alone. One woman, 20-year-old Philippa, described how two unknown men entered her room on her first night alone at a hotel. They apologized for a supposed booking confusion and left after a short exchange. Philippa reported the incident to hotel staff the following day and was told one of the men was a staff member attempting to check in another guest. She was refunded in part but noted her door lacked an internal lock or chain.
Another guest, Jan Palmer, experienced an intrusion during a stay in Bristol. After hearing noise near her room, her door was suddenly opened by an unknown individual who entered before quickly leaving when she shouted at them. Although she filed a complaint and was refunded for that night’s stay, she said the hotel never provided a proper explanation and that she felt “fobbed off.”
Travelodge’s CEO, Jo Boydell, expressed regret over the incidents, apologizing for the unsettling experiences and the company’s inadequate responses. She stated the cases would be included in an independent review of the hotel’s security protocols and the way similar incidents are managed. Boydell also recognized that recent reports would influence improvements and confirmed that the company is working hard to address the issues to prevent future occurrences.
The assault victim from Maidenhead has been outspoken about the need for more robust key management systems in hotels. She pointed out the vulnerability guests face when asleep, emphasizing that safety measures must be effective to protect them. Initially, Travelodge offered her a small refund, which she found offensive, but the company has since apologized and acknowledged failings in how the situation was handled.
The situation has raised broader concerns about guest safety in hotel accommodation. Sir Keir Starmer recently urged Travelodge’s CEO to engage seriously with the government after she missed a meeting with MPs discussing these security issues. In his letter, Starmer stressed the importance of Travelodge working closely with lawmakers to improve training, prevention strategies, and the speed of the company’s response to such incidents.
Following the incident involving Smith, who was known to the victim and shared a party with her before the assault, Travelodge has updated its key card policy. The company now requires explicit permission from the guest before issuing additional or replacement keys, aiming to tighten security and prevent unauthorized access in the future
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