Travelodge initially offered the victim a £30 refund after the incident, which MPs described as 'insulting'. The company has since apologized for how it handled the refund offer and for the distress experienced by the victim. More than 20 MPs have demanded an urgent meeting with Travelodge CEO Jo Boydell to discuss security processes and the refund decision. The Prime Minister has written to Boydell urging her to 'seriously engage' with the government on guest security.
Travelodge has made changes to its room access security policy, including making it mandatory to check with someone inside a room before issuing a new key card. The company is reviewing its room security processes. Liberal Democrat MP Freddie van Mierlo met with Travelodge bosses and called for 'wholesale change' in the company's business model to prioritize safety. According to BBC News - England, van Mierlo described concerns about how the business model operates, stating that low-cost stays should never come at the cost of guest or staff safety.
Hotels have a fundamental duty of care to the people who stay in them. Guests must be able to trust that when they check into a room – particularly when travelling alone – their privacy and safety must be protected.
A Travelodge spokesperson said, 'The safety and security of our guests is our priority and we were deeply concerned to hear of this distressing incident and our sympathies are with the victim.' The spokesperson added, 'We want to apologise to the victim for the way this incident has been handled.' MPs and peers signing a letter stated, 'Hotels have a fundamental duty of care to the people who stay in them. Guests must be able to trust that when they check into a room – particularly when travelling alone – their privacy and safety must be protected.' It remains unclear what specific security lapses allowed staff to give a key card without proper verification or what concrete actions beyond policy changes Travelodge is taking to ensure guest safety.
What I really want to see is wholesale change within their business. I have concerns about how their business model operates.
They offer low cost stays, which is a really good thing - but that can never come at the cost of safety of their guests and indeed their staff as well.
I want this company to succeed. It is a big employer in my constituency in Thame. It employs over 300 people locally. But the business doesn't deserve to succeed if it doesn't get the safety of its customers right.
The safety and security of our guests is our priority and we were deeply concerned to hear of this distressing incident and our sympathies are with the victim.
We want to apologise to the victim for the way this incident has been handled.
Members of the Travelodge senior leadership team held a constructive meeting with Freddie van Mierlo in Thame last week. We valued the opportunity to talk him through the steps we have taken in response to the incident that took place in our Maidenhead hotel in December 2022. We are deeply sorry for the distress experienced by the survivor and apologise for our handling of what happened to her.