ShareSaveAdd as preferred on GoogleAlex MeakinSouth of EnglandIn Sunday's interview with the BBC, Travelodge chief executive Jo Boydell says she only became aware of the assault during the court case almost three years laterTravelodge's chief executive was sent a "serious complaint" on email by the victim of a sexual assault in one of its hotels - carried out by a man given the key card to her room - soon after the attack, despite the boss saying she only found out years later.
Kyran Smith entered the woman's room at a hotel in Maidenhead, Berkshire, in December 2022 and was jailed in February this year.
On Sunday, Jo Boydell said she had only become aware of the attack during Smith's trial, which began in November 2025.
When the BBC asked Travelodge about the victim's email, sent in January 2023 one month after the assault, Boydell said it had been "handled on my behalf" and there had been "serious failures".
Smith, from Staines, Surrey, gained access to the woman's hotel room after lying to hotel staff that he was her boyfriend, and was jailed for seven-and-a-half years.
In the email sent to Boydell's Travelodge email address, and seen by the BBC, the victim wrote in detail in January 2023 about what had happened and the conversations that she had had with reception staff minutes after she woke up to Smith sexually assaulting her in her bed.
"I was in tears, shock and absolutely appalled this happened," she wrote in the email, marked "serious complaint" and which Travelodge does not deny it received.
During Sunday's interview, Boydell told the BBC: "The first time I became aware of this was after the court reported the incident, which is completely unacceptable and also shows there are issues with the way we handled the case."
She also apologised, as she has done in previous statements, to the victim, both for the incident and how it was handled.
In the weeks following the attack, staff from the chief executive's office offered the victim a £30 refund, an offer that the victim said was "insulting".
Following the victim speaking with the BBC, Travelodge has committed to an independent review of their room security policies and has also made immediate changes to their door key policies, so that now the company will check with someone in the room before a new keycard is issued.
The firm has said it is also investigating more reports of strangers accessing rooms.
In a statement, Boydell said on Wednesday: "I am deeply sorry for the distress experienced by the survivor and I apologise for our handling of what happened to her.
"I have been very clear there were serious failures in our handling of every aspect of our response to her.
"The email sent by the survivor in January 2023 was handled on my behalf and I am clear this should never have happened."
She added: "Our response was deeply inappropriate and our processes did not work as they should have done in this instance because what happened was not escalated to me.
"We have conducted an internal review and made immediate changes to both our room security processes for additional key cards and our review and escalation processes since I became aware of what happened."
"I have commissioned an independent review led by a leading KC which is looking at every aspect of our handling of this case."
Nearly 100 MPs signed a letter calling for Boydell to meet with MPs to discuss the incident and safety at the company.
The prime minister also wrote directly to her calling for her to meet with MPs.
