Page 11 | Somebody has just walked into our hotel room at 4am

Batmam · 2026-10-09T04:18:11+00:00

Me and DP were fast asleep in a (large, chain) hotel and a woman with a suitcase has just let herself in with a key - don’t know who was more shocked her or us! We didn’t have any clothes on but were under the sheets thank god. I was sleeping so deeply it took me a second to realise what was going on. Never had this happen before in my life, and after everything that happened with Premier Inn I thought hotels would be even more diligent about security. Phoned reception and she was more concerned with getting our details than actually apologising. It wasn’t a mistake with the key, the woman was told that this was her room. I’ve never worked in a hotel, but how could this happen? We checked in in person last night and signed for the room. Already paid when booking unfortunately. Surely the system should have known this room was occupied? We’ve bolted the door now and it obviously won’t happen again tonight, but I doubt I’ll be able to go back to sleep now... * [Correction at OP's request - the security incident mentioned was at a Travelodge hotel, not a Premier Inn]

Tharealkate · 09/10/2026 12:59

@Batmam I am happy to hear that you were offered a full refund and breakfast . Rightly so! I hope you took the refund!

And yes I think sometimes people think it’s more professional to say “I do apologise”, but it can come off as more detached and less heartfelt than simply saying “I am really sorry ” Anyway glad you got some type of apology!

What time is check out? That’s annoying about the cleaner, she should definitely have knocked.

Original poster

Batmam · 09/10/2026 13:01

limegreenheart · 09/10/2026 11:18

I've had this happen a handful of times. The use of electronic key cards rather than traditional keys increases the likelihood, because with physical keys the person assigning the room would almost certainly notice when they handed you the key that the main guest key was gone. With a key card, it's possible to program any number of interchangeable cards with the credentials for a specific room number and everyone's reliant on the computer system to determine if a room is occupied or free. The explanations I've received have all had to do with the room not being correctly marked as occupied on the computer system, whether that was because of human error or a systems flaw (e.g., the status is correctly changed to occupied but the system doesn't save the information on exit).

Of course there is (by definition) no reason to overreact, and I expect you would probably have responded very differently if the other guest had walked in during the day or early evening and you'd been fully awake, heard the key in the door, and been prepared to assess the situation. But whatever issue or error CAUSED the your room to be assigned to multiple groups of guest presents an unacceptable safety risk. I'd ask for a full explanation and a promise that the issue has been solved if you're staying any longer at that hotel; staff should be taking the problem very seriously.

100%, still unacceptable…but it would have been very different had it happened at 4pm and not 4am! And also had I been alone or with just the kids and not DP.

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Tharealkate · 09/10/2026 13:01

GoodGirlFaith · 09/10/2026 12:58

I'm not sure how you got the no apology thing from me (perhaps you didn't). An apology in these scenarios was obviously given immediately in my experience.

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Phoned reception and she was more concerned with getting our details than actually apologising

I am talking about OPs situation.

Original poster

Batmam · 09/10/2026 13:07

Tharealkate · 09/10/2026 12:59

@Batmam I am happy to hear that you were offered a full refund and breakfast . Rightly so! I hope you took the refund!

And yes I think sometimes people think it’s more professional to say “I do apologise”, but it can come off as more detached and less heartfelt than simply saying “I am really sorry ” Anyway glad you got some type of apology!

What time is check out? That’s annoying about the cleaner, she should definitely have knocked.

Checkout was 12pm, but the cleaner might have seen DP leave with his suitcase…still, they could have warned the cleaning team about the situation and I think it would be good practice to knock and say “housekeeping” if entering a room before check out time, even if they believed the room was vacated.

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Felixthewonderdog · 09/10/2026 13:07

no harm done but a good reminder to lock hotel doors

Jaxhog · 09/10/2026 13:08

Having travelled a lot on my own, I always flick the lock on and either jam a chair or use a screamer door wedge.

Fast800goingforit · 09/10/2026 13:08

SevenYellowHammers · 09/10/2026 10:10

Travel Lodge was the chain that had all the issues.

How horrible for you OP. Get your money back. You’re in a strong position to do so. Sorry to sound mercenary, I’m not missing the point that this was hugely disturbing, but they have failed to do what hotels are supposed to do: provide a night’s sleep. They will be anxious to avoid the publicity about this.

Believe me, it's not the only one.

Original poster

Batmam · 09/10/2026 13:11

Witnesses · 09/10/2026 09:50

Yes, having worked in many hotels this almost never happens with actual keys - becasue there tends to be only one key per room plus the master (which you wouldn't give out). With keycards it happened literally all the time.

Often you program the keycards on a separate system to the checking in. Very easy to check in room 202 in error, rather than 102 on the system (so 202 is now showing as occupied) but then program the keycards for room 102. Room 102 shows as unoccupied, but actually has the guest in it. Guest merrily heads off towards 102.

Lo and behold, several hours later guest arrives who is actually booked into room 102. Room shows as vacant, check guest in. Another keycard is cut, guest arrives at room only to discover another guest is inside it!

With reception hand overs the person who made the error might well have left hours ago, but you as the night receptionist will now be screamed at, whilst you desperately try to figure out where an empty room REALLY is.

There's a lot of room for human error, especially when you're in hotels with hundreds of rooms and a largely manual system.

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I think this is definitely what happened. What’s the answer?

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Ved · 09/10/2026 13:13

Batmam · 09/10/2026 09:35

It’s not Premier Inn, it’s an airport Radisson Blu. That reference was about the incident at a Travelodge where man sexually assaulted a woman after getting the key card to her room by lying to staff that he was her boyfriend. (Sorry I remembered the hotel name wrong, I’ll try to edit the post)

Thanks for sharing with us which hotel it was @Batmam

Hope you're OK now.

Tharealkate · 09/10/2026 13:18

Batmam · 09/10/2026 13:07

Checkout was 12pm, but the cleaner might have seen DP leave with his suitcase…still, they could have warned the cleaning team about the situation and I think it would be good practice to knock and say “housekeeping” if entering a room before check out time, even if they believed the room was vacated.

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Oh wow I thought maybe checkout was 10:30 and you were slightly delayed due to all that had happened.

She was definitely in the wrong to enter without knocking 1.5 hours before checkout time! You can’t just assume everyone has checked out because you see someone or even an entire group take their suitcases out.

Even if she knocked and didn’t get an answer she still shouldn’t have entered at that time unless she was sure you had left.

I see it’s a radisson but I usually stay at premier inn when I’m in London and tbh I’ve never been bothered before check out time.

Original poster

Batmam · 09/10/2026 13:19

thevassal · 09/10/2026 09:22

Yes it was travelodge that had a number of incidents.

It would be helpful if op had said which chain she was in! Not sure why people are assuming it was premier inn just because she (incorrectly) remembered other incidents happening in.

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Yes sorry, I wasn’t thinking straight in the middle of the night. I’ve reported my OP for correction.

Last night’s hotel was an airport Radisson Blu, I didn’t say in my OP as I didn’t want to be outed (plan on telling everyone about this!) but who cares - they need to be named and shamed in order for things to change.

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Original poster

Batmam · 09/10/2026 13:29

Tharealkate · 09/10/2026 13:18

Oh wow I thought maybe checkout was 10:30 and you were slightly delayed due to all that had happened.

She was definitely in the wrong to enter without knocking 1.5 hours before checkout time! You can’t just assume everyone has checked out because you see someone or even an entire group take their suitcases out.

Even if she knocked and didn’t get an answer she still shouldn’t have entered at that time unless she was sure you had left.

I see it’s a radisson but I usually stay at premier inn when I’m in London and tbh I’ve never been bothered before check out time.

Edited

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I know, 12pm feels late compared to other hotels doesn’t it? Maybe because this is at an airport.

The first time the cleaner walked in was ~9:30am …bizarre.

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Tharealkate · 09/10/2026 13:36

Batmam · 09/10/2026 13:29

I know, 12pm feels late compared to other hotels doesn’t it? Maybe because this is at an airport.

The first time the cleaner walked in was ~9:30am …bizarre.

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The premier inn I often stay has a 12 noon 12 too! I was more shocked at the fact the cleaner came in so early given check out is 12.

What?! She came at 9:30am too? Yikes!! 😆

Nah that’s just too many mix ups for a brief stay - thanks for outing the hotel because I won’t be staying there!

Ved · 09/10/2026 13:36

Batmam · 09/10/2026 13:29

I know, 12pm feels late compared to other hotels doesn’t it? Maybe because this is at an airport.

The first time the cleaner walked in was ~9:30am …bizarre.

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It's 12pm at Travelodge @Batmam Or 2pm if you pay an extra tenner for late checkout. Some hotels have checkout at 11am. Some are 12pm.

RogerBakewell · 09/10/2026 13:53

Maisymouse2 · 09/10/2026 05:43

Why is it Scary?
A woman with a suitcase wouldnt be a threat.

Have you ever watched the James Bond film "From Russia With Love"?

In the final hotel scene, Rosa Klebb, disguised as a maid, handles a suitcase while trying to steal the Lektor decoding machine. She then attacks Bond with a poisoned blade concealed in her shoe.

Original poster

Batmam · 09/10/2026 13:55

behindtheanimalhouse · 09/10/2026 08:36

Was thinking the same

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DP usually sleeps naked but I don’t. No room in the holiday carry on for PJs so I was planning to sleep in a t-shirt and pants…but last night we fell asleep after having sex!

The room was also stiflingly hot at 23 degrees, we kept knocking it down to get the air con to kick in but it kept reverting back. Another cost saving measure🙄

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Ilovemyfam · 09/10/2026 14:03

I frequently travel alone. Recently most stays are in airport hotels. I can see from this thread that the actual chain doesn't seem to matter - all are open to these errors. Staff turnover is fast, lack of training - and so errors happen. I have learned that I need to be vigilant. A chain or a chair behind the door would reassure me.

I could also sleep fully clothed. Like a previous poster I don't carry PJs with me - in an airport hotel 6 am flights mean that I am ready for off when I go to bed.

SDTGisAnEvilWolefGenius · 09/10/2026 14:05

@GoodGirlFaith - again, the issue is that @Batmam was woken from a deep sleep, to find a total stranger in her room, and at that point she had no idea whether the person was a threat to her and her dh or not. If I was woken from a deep sleep to find a stranger in my room, I would be shocked and scared in that instant, and that is the reaction you seem to be describing as hysterical - whereas I would argue that it is pretty normal and proportionate.

Original poster

Batmam · 09/10/2026 14:05

Namechangewegovyjune26 · 09/10/2026 08:38

No they don’t?!

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No they absolutely don’t, this is the first hotel I’ve stayed in this year with a fold over bolt and that includes 5/6 trips abroad.

In a way I think it makes the hotel look more dodgy, in that they need a fold over bolt as this kind of thing happens a lot there…

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Ved · 09/10/2026 14:07

Ilovemyfam · 09/10/2026 14:03

I frequently travel alone. Recently most stays are in airport hotels. I can see from this thread that the actual chain doesn't seem to matter - all are open to these errors. Staff turnover is fast, lack of training - and so errors happen. I have learned that I need to be vigilant. A chain or a chair behind the door would reassure me.

I could also sleep fully clothed. Like a previous poster I don't carry PJs with me - in an airport hotel 6 am flights mean that I am ready for off when I go to bed.

I don't sleep fully clothed as I find it uncomfortable, I wear a little nightie - like this....

Somebody has just walked into our hotel room at 4am

Original poster

Batmam · 09/10/2026 14:22

Thanks xx

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EvieBB · 09/10/2026 14:23

Maisymouse2 · 09/10/2026 05:43

Why is it Scary?
A woman with a suitcase wouldnt be a threat.

Scary that anyone can get access....

Original poster

Batmam · 09/10/2026 14:25

PeachyDaisy · 09/10/2026 08:33

I give empathy when it warranted. This was not a big deal, far worse happens to women. OP is overreacting

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How did I over react? I said we had a shock, as did the poor lady who walked in. I didn’t even say I was scared, although I absolutely would have been had I been alone. I was hoping people working in hospitality could explain how this could happen, which they have done.

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Imdunfer · 09/10/2026 14:25

Batmam · 09/10/2026 13:11

I think this is definitely what happened. What’s the answer?

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That the booking software should link to the key coding software or that the key coding software should know that keys are already live for that room, so a key can't accidentally be issued for an already occupied room without a managerial override.

Ved · 09/10/2026 14:28

Batmam · 09/10/2026 14:25

How did I over react? I said we had a shock, as did the poor lady who walked in. I didn’t even say I was scared, although I absolutely would have been had I been alone. I was hoping people working in hospitality could explain how this could happen, which they have done.

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You didn't over-react at ALL - and many people have backed you up on that. Pay no attention to the tiny minority of posters saying you did.

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Somebody has just walked into our hotel room at 4am

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