By Ahmed Abdelsalam
Hotels across the UK are tightening security protocols following a sexual assault at a Travelodge in Maidenhead where a stranger was given a keycard to a guest's room. The case prompted a review by barrister Paul Greaney KC that found room security issues were widespread across the industry.
Merlin Launches Staff Retraining
Ramesh Ganeson, vice president of hotel operations and global performance at Merlin Entertainments, said the company has rolled out refreshed training for all staff at its guest hotels. Merlin, which owns Thorpe Park and Alton Towers, has not experienced room security problems but aims to ensure strict adherence to key access guidelines. Ganeson attributed security failures to human error caused by insufficient training or staff complacency.
Travelodge Case Prompts Industry Review
The Greaney review was commissioned earlier this year after a woman was attacked by a man who had been issued a keycard to her room. Ganeson, a former senior executive at Marriott International, warned that such failures risk denting the sector's reputation because guests trust they are safe when staying away from home. Merlin already conducts rigorous training and role plays, emphasizing that guest safety is its top priority.
Premier Inn Reviews Procedures
Dominic Paul, chief executive of Whitbread-owned Premier Inn, said the chain is also reviewing staff training and procedures. Paul highlighted the importance of identification and verification processes and reminded guests about the additional internal door locks available in rooms. He stressed that safety can never be taken for granted.
Merlin Expands With Minecraft Hotel
Amid the security focus, Merlin announced plans to open a new Minecraft World Hotel at its Chessington resort in 2027. The hotel will feature 69 themed rooms and an immersive restaurant and bar, tapping into demand for interactive experiences. Themed rooms across Merlin's estate have more than doubled in the past decade to nearly 5,900, with hotels now contributing about 14 per cent of the group's worldwide revenues.
