Overview of the undercover operation
An undercover operation conducted by the Torquay Neighbourhood Police Team, with the support of Police Cadets, has uncovered serious concerns about safeguarding at several local hotels. The operation, designed to test how well hospitality venues protect underage guests, involved pretending to check into hotels with adult companions and underage scenarios to observe how staff and management respond. The results, released by authorities, indicate troubling gaps in checks, policies, and training across a majority of the establishments surveyed.
The operation aimed to assess whether hotels were actively verifying ages, monitoring the behavior of guests, and enforcing safeguarding policies designed to protect vulnerable people. While some venues demonstrated a clear understanding of safeguarding obligations, the majority failed to meet expected standards. This discrepancy highlights a broader issue within hospitality settings where safeguarding protocols may not be consistently implemented, potentially leaving underage individuals at risk.
What the findings reveal
Out of eight hotels questioned during the exercise, only one documented proactive engagement when faced with an older guest accompanying an underage individual. In practical terms, staff at seven venues did not follow established safeguarding steps—such as verifying identities, asking about guardianship or consent, or escalating concerns to a supervisor or safeguarding lead. In several cases, staff deferred to general policy without applying it to the specific scenario, a lapse that can create opportunities for exploitation or inappropriate supervision.
Experts note that safeguarding is not solely about enforcing age limits at the door. It encompasses ongoing vigilance, appropriate record-keeping, and a culture that prioritizes the safety of all guests. The operation’s outcomes suggest that some venues may lack clarity around when to involve additional authorities, how to document concerns, and how to respond when a potential safeguarding issue arises.
Implications for local safeguarding policies
Local authorities and safeguarding boards have long emphasized that hotels and other lodging establishments play a critical role in preventing harm to children and vulnerable adults. The report’s findings are a reminder that policies must be comprehensive and translated into daily practice. Key recommendations from the operation include mandatory safeguarding training for hotel staff, regular refresher courses, clear escalation protocols, and routine audits of verification processes. These measures are intended to create a consistent standard across the hospitality sector and reduce the risk of exploitation.
What hotels say and what comes next
Following the disclosure of results, several hotel operators are expected to review their safeguarding policies, retrain staff, and apply stricter identity verification procedures. A spokesperson for the policing team stated that the operation was never intended to shame individual venues but to drive improvements in safeguarding practices that protect young people and vulnerable guests. The police have indicated they will monitor progress and may return for follow-up checks to ensure improvements are sustained.
Community leaders and parents have welcomed the initiative, stressing that the hospitality sector must be part of the safety net that keeps children safe. While some venues may face reputational pressure, the broader goal is to foster a culture of accountability that underpins safe hospitality environments for all guests, regardless of age.
Legal and ethical considerations
Undercover investigations in hospitality settings are governed by legal and ethical frameworks designed to safeguard the rights of everyone involved while ensuring the public interest is served. The operation aligns with ongoing efforts to strengthen safeguarding across public-facing services. Businesses are reminded that robust safeguarding practices not only protect children but also support a positive business environment in which guests feel secure and valued.
Takeaway for consumers
When staying in any hotel, guests should feel confident that staff have clear procedures for safeguarding. If you notice gaps in how staff handle potential concerns—such as inconsistent age verification or lack of escalation—consider raising the issue with management or the local safeguarding authority. Safe hospitality starts with informed and proactive staff, and continued vigilance from both operators and the public.
