Overview
- The District Consumer Disputes Redressal Commission (Chennai North) found a service deficiency after housekeeping accessed an occupied room with a master key.
- The order grants Rs 10 lakh in damages, a refund of about Rs 55,000 with 9% annual interest from January 26, 2025, and Rs 10,000 toward litigation costs.
- The case arose from a Chennai advocate couple’s one-night stay, during which staff entered less than a minute after ringing the bell while both guests were in the washroom.
- The hotel denied wrongdoing, citing SOPs, the absence of a 'Do Not Disturb' sign, an unlatched door, and characterizing apology letters as goodwill gestures.
- The commission rejected the defence, noting the hotel failed to produce its SOPs, flagged delays and a non-functional camera in CCTV coverage, and said staff should have confirmed occupancy with reception.