A consumer court in Chennai has reportedly found luxury hotel The Leela Palace Udaipur guilty of invading the privacy of its guests and ordered the hotel to pay Rs 10 lakh as compensation to a couple who stayed there. The order was passed by the District Consumer Disputes Redressal Commission, Chennai (North) after the couple filed a complaint over an incident that allegedly took place during their stay.

According to reports, the complainants are a Chennai-based couple who had booked a one-day stay at the hotel on January 26, 2025, paying around Rs 55,500 for a “Grand Room with Lake View.” The couple claimed that while they were inside the washroom, a housekeeping staff member entered their room using a master key, even though the room was occupied.

As per reports by The Hindu, the couple said they shouted “no service” when they heard the doorbell ring, but the staff member still entered the room. They further alleged that the staff member peeped through a broken washroom door, causing them severe mental stress and embarrassment. The couple said the incident left them traumatised and violated their sense of privacy and safety.

The complainants immediately reported the incident to the hotel reception. However, according to legal news website Bar and Bench, they did not receive a quick or satisfactory response from the hotel authorities. The incident occurred at the luxury property located near Lake Pichola in Udaipur.

In its ruling, the consumer commission held that allowing hotel staff to enter an occupied room amounted to a serious deficiency in service and a clear violation of guest privacy. The commission stated that a hotel’s internal rules or standard operating procedures cannot override a guest’s basic right to privacy and personal safety. It also observed that the staff member entered the room within less than a minute of ringing the doorbell, which was considered unreasonable, especially when the washroom was in use.

The commission directed the hotel to refund the room tariff of Rs 55,000 along with 9 per cent annual interest from January 26, 2025, until the amount is paid. In addition, the hotel was ordered to pay Rs 10 lakh as compensation for mental distress and Rs 10,000 towards legal costs. The total amount must be paid within two months. The complaint was filed against Schloss Udaipur Private Limited, which operates The Leela Palace Udaipur.

The commission rejected the hotel’s defence that the guests had not placed a “Do Not Disturb” sign on the door. It said the staff should have confirmed the room’s status with the reception before entering. The commission also criticised the hotel for failing to produce its standard operating procedures and noted issues such as delay in providing CCTV footage and a non-functional camera outside the room. The Leela Palace Udaipur, however, has denied any wrongdoing.