Breach of Guest Privacy: Consumer Commission Orders Leela Palace Udaipur to Pay ₹10 Lakh Compensation

The Chennai North District Consumer Disputes Redressal Commission has held Leela Palace, Udaipur, liable for breach of guest privacy, terming it a clear deficiency in hospitality services.

A Chennai-based lawyer had booked a grand room for ₹55,500 on a non-refundable basis. During her stay on January 27, 2025, a housekeeping staff member entered the occupied room using a master key without consent while the guest and her husband were in the washroom.

Rejecting the hotel’s defence of internal SOPs and lack of malicious intent, the Commission held the service to be fundamentally defective.

It directed refund of ₹55,500 with 9% interest, ₹10,000 as litigation costs, and ₹10 lakh as compensation.

[SN v. Schloss Udaipur Pvt. Ltd.]