Review finds Travelodge failed sex assault victim 'at every stage'
Hotel chain says the incident has lead to an overhaul of policies and customer service
Last updated 1st Oct 2026
Travelodge has released the findings of an independent review led by Paul Greaney KC, examining room access security and escalation procedures for serious customer incidents and complaints.
The review was initiated following the conviction of a man in January 2026 for a serious sexual assault at a Travelodge hotel in Maidenhead, where he entered a guest's room by deception.
The company unreservedly apologises to the assaulted woman, referred to as 'Lily', and acknowledges systemic failures in its room security policies and treatment of customer complaints.
Since March, a significant reform programme has been underway, implementing changes such as requiring permission for additional or replacement room keys and not confirming client stays to third parties.
The revised policy, applied across all 600+ hotels, is supported by ongoing staff training for 12,000 customer-facing employees, independent audits, and mystery shopper programmes.
Travelodge has completed a deadbolt audit for UK rooms and provided door stickers with instructions for using secondary deadbolt facilities.
Measures for solo female travellers include avoiding ground floor or remote corridor rooms where possible, opting for rooms on upper floors or nearer to main areas.
Collaborations with experts like AlixPartners and the Suzy Lamplugh Trust aim to develop comprehensive Violence against Women and Girls (VAWG) policies and training.
A dedicated board committee for Customer Safety, Security, and Services, chaired by interim CEO Ray Reidy, is tasked with overseeing the implementation of Greaney’s 38 recommendations.
Streaming improvements continue with seven workstreams focused on VAWG policy, customer service transformation, enhanced training, security equipment trial, incident investigation protocols, technology enhancements, and testing operational security processes.
Ray Reidy said: “I apologise unreservedly on behalf of Travelodge to all guests where we have failed, and particularly to Lily. We recognise we still have further to go.”
Travelodge remains committed to prioritising guest and staff well-being and continues to work with UKHospitality on elevating guest security standards industry-wide.