A woman who was sexually assaulted after a man deceived Travelodge staff into providing her room key has firmly rejected the hotel chain's apology, criticising their response as inadequate and dismissive. The attack occurred at a Travelodge in Maidenhead, Berkshire, in December 2022, when Kyran Smith, 29, lied to receptionists by claiming to be the victim's boyfriend, thereby obtaining a key card and her room number.
Victim's Outrage Over Travelodge's Handling
The survivor, who cannot be named for legal reasons, expressed horror at Travelodge's slow and ineffective response, which left her feeling dismissed. She described the initial offer of a £30 refund as insulting, highlighting deeper systemic failures. Smith was subsequently jailed for seven and a half years in February, but the victim's trauma has been compounded by the hotel's actions.
CEO's Cancelled Meeting Sparks Criticism
Jo Boydell, CEO of Travelodge, cancelled a scheduled meeting with MPs to discuss the assault, a move the victim called 'quite shocking'. Prime Minister Keir Starmer labelled the incident 'utterly appalling' and expressed concern over the cancelled meeting. Despite Boydell's subsequent apology and policy changes—now requiring explicit guest consent for key card issuance—the victim remains unsatisfied.
'They're only doing things as and when they need to rather than actually thinking "Actually no, this is wrong",' she told the BBC. 'It's like they're taking slow steps to get to the right point but they're not getting there fast enough.'
Security Failures and Legal Action
The victim revealed that Smith bypassed security checks simply by knowing her name, and her room lacked a safety chain. She is now pursuing legal action against Travelodge, advocating for hotels to mandate direct guest consent before issuing keys. Boydell admitted awareness of 'other instances' of unauthorised room entries and acknowledged failures in escalating the case promptly.
Independent Review and Staff Training
In response, Travelodge has launched an independent review led by barrister Paul Greaney KC, involving experts on violence against women and girls. All 12,000 customer-facing staff will receive training, and Boydell insists guests are safe, though she conceded mistakes were made. 'Clearly we've made mistakes and I genuinely apologise,' she stated.
Political and Industry Implications
Labour MP Jen Craft emphasised that Travelodge has 'a long way to go until people feel safe in their hotels again', noting the chain hosts vulnerable individuals placed by local authorities. MPs are investigating whether security lapses are industry-wide, potentially prompting regulatory action. Craft highlighted that some hotel chains already enforce robust security measures, underscoring Travelodge's shortcomings.
The victim's ordeal has ignited a broader conversation about hotel safety protocols, with calls for stricter regulations to prevent similar incidents in the future.
