“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.