Travelodge Boss Received Email from Sexual Assault Survivor

Jo Boydell, Travelodge’s chief executive, admitted receiving a detailed email from a woman who was sexually assaulted in one of the company’s hotels. The message, labeled a “serious complaint,” was sent in January 2023, just one month after the incident. However, Boydell claimed she only learned about the attack during the trial of Kyran Smith, the man who gained access to the victim’s room, which began in November 2025.

Smith, from Staines, Surrey, was jailed in February 2025 after entering the woman’s hotel room in Maidenhead, Berkshire, in December 2022. He had lied to hotel staff, claiming to be her boyfriend, to obtain the key card. The victim detailed the assault and her conversations with reception staff shortly after the event in the email, which was marked as urgent and received by Boydell.

“I was in tears, shock and absolutely appalled this happened,” the survivor wrote, describing the traumatic experience.

Boydell expressed regret over the company’s handling of the case during a BBC interview, calling the response “deeply inappropriate” and acknowledging “serious failures.” She noted that the email was managed on her behalf, but the lack of escalation to her remained a critical oversight. Following the incident, staff from her office initially offered a £30 refund, which the victim described as “insulting.”

In response to the BBC’s inquiry, Travelodge has since implemented changes to its keycard policies. Now, the company checks with occupants before issuing new access cards. It also pledged to review its room security protocols and investigate further reports of unauthorized entry. Boydell added that an independent review, led by a senior legal expert, is being conducted to evaluate the entire handling of the case.

Political Pressure and Accountability

Nearly 100 MPs signed a letter urging Boydell to address the incident and discuss safety measures with parliamentary representatives. The prime minister also intervened directly, requesting a meeting to explore the matter. Boydell reiterated her apologies in a statement, emphasizing the distress caused to the survivor and the need for improved processes.