Leela Palace Udaipur Faces Rs 10 Lakh Fine in Guest Privacy Case

The Leela Palace Udaipur has to pay Rs 10 lakh in guest privacy compensation. This order comes from the District Consumer Disputes Redressal Commission, Chennai (North), after a complaint from a Chennai couple.

The couple booked a Grand Room with Lake View for one night on January 26, 2025, costing about Rs 55,500. They claim a housekeeping staff member used a master key to enter their room while they were in the washroom. The couple shouted no service, but the staff member still came in, causing them distress.

Key Highlights

• Consumer court ordered The Leela Palace Udaipur to pay Rs 10 lakh for privacy violation
• Housekeeping staff entered an occupied room while guests were in the washroom
• The hotel was also directed to refund room charges with interest and pay costs

The Commission decided that letting staff into an occupied room is a major service failing and a privacy breach. They said that internal rules cannot override a guest's right to privacy and safety. The ruling also pointed out the staff member entered too quickly after ringing the doorbell, calling it unreasonable.

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Besides the compensation, the hotel must refund the Rs 55,000 room charge with 9% yearly interest from the stay date. They also owe Rs 10,000 for legal costs. The total amount is due within two months. The complaint was against Schloss Udaipur Private Limited, the hotel operator.

The hotel argued there was no Do Not Disturb sign, but the Commission rejected this. They stated that staff should have checked room occupancy with reception first. The Commission also noted delays in getting CCTV footage and that the camera outside the room did not work.

The Leela Palace Udaipur disagreed, saying the staff followed internal rules and left right away upon seeing guests were inside. The hotel insists guest privacy and safety are key to their service.