Britannia named Britain's worst hotel chain for tenth consecutive year

Britannia has been named one of the worst hotel chains in the UK, after coming in at the bottom of a consumer survey for the tenth consecutive year.

< p class="dcr-18sg7f2 ">The group has over 60 hotels across Britain, many with illustrious histories: the Adelphi in Liverpool, for example, counted Winston Churchill among its distinguished guests.

However, contemporary Britannia guests found the hotels far from first class, with respondents to the annual Which? survey describing them as "tired and weary", with a "rough and ready" feel. Customers gave the chain an average of two stars in each category, earning an overall customer satisfaction score of just 56%. chains, with respondents asked to rate their experiences in 10 categories, including cleanliness, bed comfort, food, customer service and value for money.

More than a quarter (28%) of those who have stayed at a Britannia hotel were unhappy with at least one aspect of their stay, with more than half (54%) reporting problems with cleanliness. One guest described their room as "absolutely disastrous, dingy, and smelly," while another complained of dirt and mold. one of the worst hotel chains in the UK,” said Guy Hobbs, editor of Which? Travel. “With the average price of a hotel stay in the UK now a fifth higher than last year, travelers want to be sure they are getting the best possible experience for their money… The price is not necessarily an indicator of quality and many respondents reported fantastic stays with brands such as Premier Inn and smaller chains such as Warner Hotels."

Two other chains, Mercure and the Jurys Inn & Leonardo Hotels group, also fared poorly in the survey, earning a guest satisfaction rating of 58%, while many guests praised Mercure for its "well-located" hotels. with "helpful staff", they described the facilities as "basic".

Jurys Inn & Leonardo Hotels drew similar comments, with one guest describing their stay as " Good, but nothing special for the price". Nevertheless, many up praised the chain for its conveniently located properties and "good service".

Premier Inn was the top performing chain overall, with a guest score of 78 % and high ratings for cleanliness, comfort and customer service. Customers praised the chain for its "reliability" and offering "quality service", with many respondents saying they were loyal customers because the brand was consistently good across all sites.

Despite Premier Inn being the second cheapest chain in the table, further analysis by Which? found that the price of an average overnight stay in its establishments has increased by 35% compared to 2021, well above the national average (21%). The increase was certainly noticed by customers, who only gave it two stars for value for money, knocking it off the price. Recommended vendor status.

Among small hotel chains, Warner Hotels comes out on top, with a guest score of 77%, and praise for "modern and comfortable" rooms and a warm welcome" . Although one of the more expensive hotel chains was reviewed, with an average rate of £173 per night, it was awarded four stars for value for money, with several customers saying the inclusion of entertainment, of breakfast and dinner was worth the higher price. .

Malmaison also does well among smaller chains, with a customer score of 76%. Guests praised the "fantastic service" and "pure luxury" experience, giving it five stars for cleanliness, room quality, and quality of experience that lived up to the description.

Britannia did not respond to requests for comment.