Leela Palace Udaipur Hotel Fined Rs 10 Lakh For Privacy Breach After Staffer Enters Occupied Room

The Leela Palace in Udaipur, a five-star luxury hotel, has been fined Rs 10 lakh after a couple complained that a staff member entered their room while they were inside the bathroom.

According to a report by Bar and Bench, the hotel employee used a master key to access the room, allegedly breaching the couple’s privacy. The couple later approached a consumer court over the incident.

The District Consumer Disputes Redressal Commission, Chennai (North), held the hotel guilty of deficiency in service and directed it to pay Rs 10 lakh in compensation to the couple.

The court also ordered a refund of the room tariff of Rs 55,000, along with 9 per cent annual interest from January 26, 2025, until the amount is paid. An additional Rs 10,000 was awarded

towards litigation costs. The total amount must be paid within two months of the order, which was passed on December 16.

The hotel denied wrongdoing, stating that the housekeeping staff followed standard operating procedures. It claimed the staff entered the room only after ringing the bell and said there was no “Do Not Disturb” sign displayed.

The hotel also argued that the door latch and double lock were not engaged and that the staff member left immediately on realising the guests were inside. It said apology letters were issued only as a goodwill gesture and not as an admission of fault.

Rejecting this defence, the Commission said internal SOPs cannot override a guest’s right to privacy and safety. It noted that the staff entered the room within less than a minute of ringing the bell, calling the action unreasonable and unsafe.

The court observed that if there was no response, staff should have contacted the reception to confirm whether the room was occupied instead of entering it.

The Commission also pointed out that the hotel failed to produce its SOPs and raised concerns over delays in providing CCTV footage. It noted that the camera outside the room was not functioning, flagging broader issues related to guest safety.