Travelodge probes further room access reports

Following reports of unauthorized room entries, Travelodge has initiated a comprehensive review of its security protocols. The investigation stems from an incident in 2022 where a man sexually assaulted a woman at a Maidenhead hotel, leading to her seven-and-a-half-year prison sentence. The chain’s CEO, Jo Boydell, acknowledged the concerns raised by two women who described strangers entering their rooms unannounced during solitary stays.

CEO Statement on Security Concerns

Boydell expressed regret over the incidents, stating: “I apologize to all those who experienced a frightening situation.” She also admitted the company’s initial response to the case was inadequate, vowing to address the issue through an independent review of room access procedures and incident handling.

Incident Accounts and Guest Reactions

Philippa, a 20-year-old who provided only her first name, recounted how two strangers unlocked her door during her first night alone at a Travelodge hotel. They claimed there was a booking mix-up and left after a short exchange. The incident left her shaken, and she reported it to staff, who identified one of the intruders as a guest who had been checking in another person. A partial refund was issued, though Philippa noted the door lacked an internal lock or chain.

In a separate December 2025 case, Jan Palmer described her door opening abruptly shortly after midnight. She shouted for the person to leave, and a woman’s voice apologized as they exited. Though she received a refund for that night, the incident left her fearful and unable to sleep. “I just felt fobbed off,” she said, expressing frustration over the lack of clarity in the situation.

Victim’s Call for System Reforms

“It doesn’t surprise me. Imagine both sides of that equation: you’re given a key and someone’s in there, or you’re in a room and someone walks in—it’s not a pleasant experience for anyone. That’s what I was trying to raise with them about their system. You’re most vulnerable when you’re asleep, so you can’t have a system that’s not good enough,” said the woman assaulted in Maidenhead.

The victim, who cannot be named legally, initially received a £30 refund, which she described as “insulting.” After the company apologized, a more substantial response was offered. She emphasized the importance of improving security measures to prevent such incidents, which she believes are preventable with better procedures.

Policy Adjustments and Commitment to Improvement

Travelodge confirmed it has revised its door key policy to ensure additional or replacement keys are only issued with explicit permission from the guest staying in the room. Boydell reiterated her apologies, stating: “Absolutely everything that comes out of that will feed into the independent review, and I apologize to all those who had a frightening experience, especially those we haven’t handled well so far. We’re working really hard to get this right going forwards.”