A woman who suffered a sexual assault after a man tricked Travelodge staff into giving him her room key has refused to accept the hotel chain’s apology, calling their response “horrifying” and far too slow.
The attack took place at a Travelodge in Maidenhead, Berkshire, in December 2022, and left the survivor questioning the hotel’s commitment to guest safety.
The perpetrator, 29-year-old Kyran Smith, misled reception staff by claiming to be the victim’s boyfriend.
Staff handed him her room number and key card, enabling him to carry out the assault. Smith was jailed for seven and a half years in February 2026.
Survivor Criticizes Hotel Leadership
The victim, who has chosen to remain anonymous, told the BBC she was shocked to learn that Travelodge CEO Jo Boydell had canceled a meeting with MPs about the assault.
She described the hotel’s initial response as dismissive and too slow to prevent further harm.
“They’re only doing things as and when they need to rather than actually thinking ‘This is wrong,’” she said.
“It feels like they’re taking slow steps to get to the right point, but not fast enough.”
After the attack, the victim reported the incident to Travelodge, which initially offered a £30 refund—a gesture she called “insulting”—before issuing a formal apology and introducing a new policy requiring guests’ explicit consent before keys are handed out.
Safety Failures Exposed
The assault exposed multiple lapses in hotel security.
The attacker bypassed reception checks simply by knowing the victim’s name.
The survivor also highlighted that her room lacked a safety chain, a basic security feature.
She is now pursuing legal action against the chain.
Ms. Boydell defended Travelodge, insisting that guest safety is a priority.
She announced an independent review of hotel security procedures and confirmed that all 12,000 customer-facing staff will undergo training.
Political Reaction and Public Scrutiny
Prime Minister Keir Starmer expressed concern over the CEO’s canceled meeting with MPs regarding the “utterly appalling” assault.
The survivor told ITV’s Good Morning Britain:
“If you’re the CEO of a company, you have a responsibility to answer these questions and engage, to explain how you will improve.
You’re not protecting people, and I find that shocking.”
Labour MP Jen Craft, representing Thurrock, also criticized Travelodge’s handling of the situation, calling the response “really worrying” and warning that guests—ranging from solo travellers to vulnerable individuals placed in hotels by authorities—need better protections.
She said MPs are examining whether such security lapses are widespread across the hotel industry.
CEO Apology and Policy Changes
In interviews with the BBC and Good Morning Britain, Ms. Boydell acknowledged mistakes and offered a personal apology to the victim:
“Clearly we’ve made mistakes, and I genuinely apologise to the victim for what happened and how we handled it. That wasn’t good enough.”
She confirmed that Travelodge had already introduced immediate changes and launched a full independent review, led by barrister Paul Greaney KC with input from a leading expert on violence against women and girls, to assess room security and procedures.
Impact and Consequences
The case has intensified scrutiny on hotel security practices nationwide.
It has prompted discussions about the responsibility of hotel chains to protect guests, particularly vulnerable individuals.
The survivor’s criticism underscores a growing demand for immediate, practical security measures rather than slow policy changes.
The case also raises questions for companies and local authorities that use hotels to house employees or vulnerable people, highlighting the need to evaluate accommodation safety thoroughly.
What’s Next?
Travelodge faces ongoing legal action from the survivor while the independent review continues.
MPs are monitoring the chain’s implementation of stricter key distribution policies and staff training.
Industry-wide discussions may lead to more robust regulatory measures to ensure guest safety across hotels.
Summary
A sexual assault at a Maidenhead Travelodge has sparked outrage over hotel security lapses.
The victim rejected an apology from the hotel chain, citing slow and dismissive responses.
CEO Jo Boydell has since pledged policy changes and an independent review.
Lawmakers and the public are calling for stronger measures to protect hotel guests, especially vulnerable individuals.
Bulleted Takeaways
- Survivor of a sexual assault at Maidenhead Travelodge refuses CEO apology, criticizing the chain’s slow and dismissive response.
- Attacker misled reception staff into giving him the victim’s key card and room number; jailed for 7.5 years.
- Travelodge introduces policy requiring explicit guest consent before handing out room keys.
- Independent review launched by barrister Paul Greaney KC, with input from violence against women experts, to examine security procedures.
- MPs and the public push for stronger safety measures, particularly for solo travellers and vulnerable hotel guests.
