Key facts
- Travelodge reception staff gave a domestic abuser a key to his victim's hotel room.
- The victim was attacked in her room and the door was kicked off its hinges.
- The hotel chain stated that a policy of not confirming guest information to third parties was not followed.
- Travelodge has since updated its room access security policy and retrained staff.
- Other guests have reported similar security lapses, including being given keys to incorrect rooms.
A domestic violence victim, identified as Lucy, reported being attacked in her Travelodge hotel room after reception staff provided her abuser with a key. The incident, which occurred in October 2025, involved the abuser kicking the door off its hinges and forcing his way back into the room after Lucy had convinced him to leave.
Lucy described the experience as one of the "most traumatic nights of my life" and stated she felt "failed" by the hotel chain, her "safe place" disappearing in an instant. She recounted that the abuser approached the receptionist, falsely claimed his girlfriend was upstairs having a seizure, and asked for her room number. The receptionist then handed him a key and directed him to her room.
Following the attack, Lucy ran downstairs seeking help but was only offered another room. Travelodge acknowledged that a policy to never confirm to a third party that a guest was staying at one of its hotels was not followed. The company stated that an investigation found its updated room access security policies were not correctly followed at the time, and that all hotel teams have since been retrained on current procedures.
Travelodge has announced immediate changes to its room access security policy, ensuring additional or replacement room keys are only issued with explicit permission from the registered guest. The company has also commissioned an independent review led by a barrister to examine its room access security policies and escalation procedures.
Similar incidents have come to light following media coverage. Another woman, Jo, reported waking to an unknown man in her room who stated, "I'm sorry, they gave me this key." Frequent Travelodge guest Andy Smith also reported being given keys to other guests' rooms, including one instance where a man was already in his assigned room. He questioned the lack of ID or booking reference checks by reception staff.
UKHospitality, an industry group, called the incidents "extremely serious" and is working with members to develop new guidance on customer security, which will be published shortly. Lucy stated that the night of her attack has "changed me forever" and she is now unable to stay in hotels due to fear and anxiety, emphasizing the need for safeguarding procedures in hotels.