“I am deeply sorry for the significant distress experienced by the victim,” stated Jo Boydell, CEO of Travelodge, as the hotel chain announced a significant change in its security policy.

This decision comes in the wake of a harrowing incident in December 2022, where Kyran Smith was jailed for seven-and-a-half years after he sexually assaulted a woman at a Travelodge hotel. Smith had deceived hotel staff into providing him with the victim’s room key, allowing him access to her room while she slept.

The victim reported waking up to find Smith attacking her in her bed, a traumatic experience that has prompted widespread concern about hotel security protocols. Initially, Travelodge offered her a £30 refund, which she described as insulting.

In response to the incident, Travelodge has implemented a new policy that requires explicit permission to issue additional or replacement room keys. This change aims to prevent unauthorized access to guest rooms and enhance overall safety.

Travelodge has also trained its 12,000 customer-facing colleagues on the new policy, ensuring that staff are equipped to handle key issuance with greater care. Boydell acknowledged, “We got things wrong and we should have acted sooner and I am truly sorry for that.”

The victim, who had attended a party with Smith prior to the assault, expressed her frustration, stating, “There needs to be better procedures for the issuing of keys, for giving out anything to do with rooms, really.” She added, “It’s frustrating that it takes something like this to then push those kind of things forward but I’m glad that they’re actually looking at it.”

In addition to the policy changes, an independent review of Travelodge’s room security measures has been commissioned to further evaluate and improve safety protocols.

Labour MPs are also set to meet with Boydell to discuss hotel security, highlighting the broader implications of the incident and the need for systemic changes across the hospitality industry.

As Travelodge moves forward with these initiatives, the focus remains on ensuring the safety and security of all guests, a commitment underscored by the recent developments.

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Travelodge, a well-known budget hotel chain, has faced criticism in the past for turning away pre-booked guests due to double-booking issues. This history has raised concerns about the adequacy of their guest identification and security procedures, particularly in light of recent incidents that have brought these issues to the forefront.

Recent Incidents in Cambridge

On March 9, 2026, two young women were turned away from a Travelodge hotel in Cambridge late at night because the staff did not accept their identification as proof of age. The women, aged 22 and 20, were left vulnerable and without accommodation, prompting outrage from their mother, who expressed concern about the treatment of vulnerable guests by the hotel chain.

Response from Travelodge

In a statement, Travelodge clarified that their policy requires unaccompanied guests to be over 18 and to provide official government photo ID if questioned. “As Travelodge only recognises official government photo ID, the team were unable to accept any alternative identification in this instance,” the statement read. This policy has drawn criticism, especially considering the circumstances under which the young women were turned away.

Link to Previous Security Concerns

The incident has reignited discussions about hotel security, particularly following a previous case involving Kyran Smith, who was jailed for seven years and six months for sexually assaulting a woman at a Travelodge in December 2022. Smith gained access to the victim’s room by deceiving hotel staff into giving him a key, raising serious questions about the effectiveness of Travelodge’s security measures.

Official Reactions and Future Steps

In light of these incidents, Jo Boydell, the CEO of Travelodge, has agreed to meet with Members of Parliament (MPs) to address safety concerns. Boydell expressed her remorse, stating, “I am deeply sorry for the significant distress experienced by the victim.” Furthermore, a letter from MPs emphasized that the victim is owed a clear apology and an acknowledgment that Travelodge failed to protect her safety and privacy.

Commitment to Review Policies

In response to the growing scrutiny, Travelodge has committed to an independent review of its room security policies. This decision comes after the hotel chain faced backlash for offering a £30 refund to the victim of the previous assault, which was deemed inappropriate. Observers have noted that this review is crucial for restoring public trust in the hotel’s commitment to guest safety.

Looking Ahead

The incidents at Travelodge have raised significant concerns about the treatment of vulnerable guests and the adequacy of hotel security procedures. As the independent review progresses, many are watching closely to see how Travelodge will address these pressing issues and implement necessary changes to ensure the safety and security of all guests.

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