The Leela Palace Udaipur Fined INR 10 Lakh After Staff Member Enters 'Grand Room With Lake View' Occupied by Chennai Couple Using Master Key
A consumer court has directed The Leela Palace in Udaipur, to pay INR 10 lakh in compensation to a couple after a staff member used a master key to enter their occupied room without authorization. The case was initiated by a Chennai-based advocate who stayed at the heritage property in January 2025. As per the complaint, a housekeeping staff member entered the room while the couple was inside the washroom.
Chennai, January 11: A consumer court has directed The Leela Palace, Udaipur, to pay INR 10 lakh in compensation to a couple after a staff member used a master key to enter their occupied room without authorisation. The District Consumer Disputes Redressal Commission, Chennai (North), ruled that the incident constituted a serious invasion of privacy and a "deficiency in service," rejecting the luxury hotel's defence that the staff was merely following internal protocols.
Incident Details and Allegations Against the Udaipur Hotel
The case was initiated by a Chennai-based advocate who stayed at the heritage property in January 2025. According to the complaint, a housekeeping staff member entered the "Grand Room with Lake View" using a master key while the couple was inside the washroom. Mumbai Shocker: Couple Discovers Hidden Spy Camera in Malad Hotel Room; FIR Registered Against Management.
The complainant alleged that the staff member ignored their verbal "no service" command and entered the room regardless. The situation was further aggravated by claims that the staff member peeped through a broken washroom door, an act the couple described as causing significant mental distress and trauma.
The Commission’s Ruling
In its judgment, the Commission held that fundamental rights to privacy and safety override a hotel's internal Standard Operating Procedures (SOPs). The court noted that the staff entered the room less than a minute after ringing the doorbell, which it deemed "unreasonable and unsafe."
The Commission further observed several procedural lapses:
Verification Failure: Instead of using a master key, staff should have contacted the reception to verify if the guests were still in the room or had checked out.
Security Concerns: The court flagged that a CCTV camera outside the room was non-functional, raising broader questions about guest safety at the luxury establishment.
Written Apology: The hotel had issued apology letters following the incident, which the Commission viewed as evidentiary proof of the lapse rather than a mere "goodwill gesture."
Penalties and Compensation
The ruling requires Schloss Udaipur Private Limited, which operates the hotel, to fulfil the following financial obligations within two months:
INR 10 Lakh Compensation: Awarded for the violation of privacy and mental harassment.
Tariff Refund: A refund of the INR 55,000 room rent, plus 9 per cent annual interest from the date of the incident.
Litigation Costs: INR 10,000 to cover the couple's legal expenses. ‘Free Spa and Sex’: Udaipur Hotel Owner Blames Staff After Shocking Message Flashes on Display Board (Watch Video).
Hotel's Defense and Response
The Leela Palace denied any intentional wrongdoing, maintaining that the staff member followed SOPs by ringing the bell and entered only because no "Do Not Disturb" sign was visible. They stated that the employee exited immediately upon realising the guests were in the washroom. In an official statement, a spokesperson for The Leela emphasised that guest privacy and dignity are paramount to their philosophy. The management is currently reviewing the order and evaluating "appropriate legal measures" to ensure a just resolution.
(The above story first appeared on LatestLY on Jan 11, 2026 07:11 PM IST. For more news and updates on politics, world, sports, entertainment and lifestyle, log on to our website latestly.com).