Leela Palace Udaipur Staff Member Entered Room While Couple Was In Washroom

A stay at one of India's best-known luxury hotels allegedly turned distressing for a married couple, bringing hotel guest privacy rights into the spotlight. As per reports, a Chennai-based couple had booked a one-night stay at the Leela Palace, Udaipur, for January 26, 2025. According to the complaint filed at the District Consumer Redressal Forum, Chennai (North), a housekeeping staff member allegedly entered the room without authorisation while both guests were inside the washroom. 

The couple claimed that despite repeatedly shouting "No service", the staff member still entered the room and allegedly peeped through a broken washroom door, violating their privacy.

Alleged Delay In Hotel's Response

As per reports, the couple immediately informed the hotel's reception about the incident. However, they alleged that the response from the hotel was neither prompt nor appropriate, further aggravating the distress caused by the incident.

Subsequently, the matter was taken to the District Consumer Redressal Forum, Chennai (North), seeking action against the hotel for the lapse.

Also Read: "Used Amenities, Rude Staff," Doctor Shares Poor Experience At 5 Star Hotel

'Deficiency In Service' Under The Consumer Protection Act, 2019

Headed by D Gopinath, the Consumer Forum reportedly observed that allowing hotel staff to enter an occupied guest room without consent amounted to a serious deficiency in service. As per reports, the Forum noted that privacy is a fundamental expectation in hospitality services, particularly in luxury establishments where guests pay a premium expecting safety, exclusivity and dignity during their stay.

Refund And Compensation Ordered

On relief, the Commission directed the hotel to refund the full room tariff of Rs 55,500, along with interest at nine per cent per annum from the date of occupancy on January 26, 2025, until realisation.

In addition, the hotel was ordered to pay Rs 10 lakh as compensation for deficiencies in hospitality service and for both pecuniary (connected with money or payment) and non-pecuniary damages. An amount of Rs 10,000 was also awarded towards litigation costs.

Also Read: Woman Makes Temporary Tent On Hotel Bed To Protect Against Possible Hidden Cameras

The Leela's Official Statement

In response to the incident, The Leela, in an official statement, said, "Guest privacy, dignity and safety are of paramount importance at The Leela, and form the cornerstone of our service philosophy. We take any matter concerning our guests' experience with the utmost seriousness."

"The recent order by the District Consumer Redress Commission, Chennai, is under review, and appropriate legal measures are being evaluated to ensure a just resolution," the statement continued, adding, "The Leela remains fully committed to upholding the trust of its guests and to delivering gracious, respectful and world-class hospitality at all times."

Why Guest Privacy Matters In Hotels

The ruling has strengthened the conversation around guest privacy rights in India's hospitality sector. Hotels are expected to ensure that in-room privacy is upheld at all times, including strict control over staff access to guest spaces, secure handling of surveillance footage, and preventing any unauthorised entry into occupied rooms.

If a hotel fails to meet agreed standards of safety, hygiene or service, guests may be entitled to partial or full refunds, depending on the nature of the lapse.

Hotels' Obligations Under Consumer Protection Law

Under the Consumer Protection Act, 2019, hotels are required to deliver services without deficiencies or unfair practices.

The hotel should not:

• Engage in unfair trade practices.
• Be deficient in providing their service.
• Publish false and misleading advertisements regarding the services provided by them.
• Have unfair terms and conditions/contracts which cause a significant change in the rights of such a consumer.

Key Consumer Rights For Travellers In India

The case has also brought attention to the broader rights travellers are entitled to when booking hotels and travel services in India. These include:

1. Right To Fair Treatment: Travellers have the right to be treated fairly and respectfully by airlines, hotels, tour operators, and other travel providers.
2. Right To Information: Travellers have the right to receive accurate and complete information about travel services, including prices, terms and conditions, and any potential restrictions.
3. Right To Compensation: Travellers have the right to receive appropriate compensation for any losses incurred due to service disruptions, such as flight cancellations, delays, or hotel overbookings.
4. Right To Redress: Travellers have the right to seek redress for any violations of their consumer rights through formal complaints and legal action.