Summary: Commission imposed a fine of Rs 10 lakh on the hotel
The Leela Palace, which promises a royal stay in the city of lakes, Udaipur, has been taken to the dock by a master key.
The Leela Palace, situated amidst the lakes of Udaipur, is known for its royal hospitality and luxury experience. Every guest staying here hopes that he will get peace, privacy and security, all three together. But one morning in January 2025, this hope became a cause of trouble for a Chennai couple. The matter escalated so much that the matter directly reached the consumer court and the result was a compensation of Rs 10 lakh.
The incident is of January 26, 2025. A female lawyer from Chennai had booked “Grand Room with Lake View” at Leela Palace with her husband. Rent is around Rs 55 thousand. Everything was going well, then suddenly something happened which is unimaginable in a luxury hotel. The couple was in the room and using the washroom when one of the housekeeping staff entered the room by opening the door with the master key.
The couple said they said “no service” in a clear voice, yet the door opened. From here the matter got worse. The complaint also said that the situation became more uncomfortable due to the broken door of the washroom. It was not a commotion or noise, but the moment when the guest felt that someone had entered his personal space unnecessarily. The matter was not limited to mere inconvenience. The couple called it a serious violation of privacy and complained of mental stress. The matter reached the District Consumer Disputes Redressal Commission (North) of Chennai. The Commission listened to the entire incident carefully and said an important thing… The internal process of the hotel cannot be above the privacy of any guest.
This is not wise…
The court in its judgment said that entering a room using the master key in less than a minute of ringing the doorbell, that too when the room is already occupied, is neither wise nor safe. Result… Leela Palace was ordered to pay compensation of Rs 10 lakh, room rent of Rs 55 thousand along with interest and Rs 10 thousand as litigation expenses. The hotel management also presented its clarification. Leela Palace said that the staff had rang the doorbell, there was no “Do Not Disturb” board on the room, nor was it double locked from inside. The hotel also said that as soon as the employee realized that guests were inside, he immediately left. An apology was also given, which the hotel described as merely a goodwill gesture.
keep the trust hotel
The Commission clearly said, this is for the convenience of the master, not to violate the privacy of the guest. Being a luxury hotel is not just about luxurious rooms or expensive decor, but also the assurance that the guest’s personal space is completely safe. This decision has sent a polite but strong message to the hotel industry that the guest is a king and interference in the king’s privacy without permission, whether by mistake or in the name of rule, is not acceptable.
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