The UK’s worst hotels revealed

The Grand Hotel de Britannia in Llandudno, Wales. Britannia has been named the UK’s worst large hotel chain by consumer group Which? for the tenth consecutive year. Photo: Getty

Being named the worst hotel in the UK is not a title that any establishment aims for, but this year’s winner has done it 10 times in a row now, cementing its status as a hotel to avoid.

Britannia has been named the UK’s worst large hotel chain by consumer group Which? for the tenth consecutive year.

It scored just two out of five stars in every category, including cleanliness, food and value for money, and it had an overall guest satisfaction score of 56%, according to Which?.

One guest described their room as “absolutely disastrous, dingy, and smelly,” while another complained of dirt and mold. Plumbing problems such as faulty toilets and lack of hot water were also common, with one in five (19%) having encountered a problem reporting a complaint of this nature.

Almost one in three (28%) of those who have stayed at a Britannia hotel reported a problem with their stay, and more than half (54%) reported cleanliness issues.

Hotel guests rated their stay in 10 key categories, including cleanliness, bed comfort, food, customer service and value for money.

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Premier Inn was again voted Britain’s favorite hotel chain, with a 78% guest satisfaction rating. It received five stars for cleanliness and bed comfort.

Many travelers praised the chain for providing “reliable” and “quality” service, with many respondents sharing that they are loyal customers due to the consistency of the offering across the brand’s sites.

Despite being the second cheapest chain in the table, the average one-night stay at the Premier Inn has increased by 35% compared to 2021, well above the national average (21%). The increase was noted by customers, who gave it only two stars for value for money.

Travelodge was the cheapest chain in the survey with an average rate of £78. It also only got 2 stars for value for money.

But you get what you pay for, as one guest said his room was “very run down” while others pointed to “cramped” and “tired” bathrooms and breakfasts that were “not worth the shot”.

Overall, the chain got one star for food and drink, and just two stars for rooms, bathrooms, customer service, shared facilities, and how room descriptions matched the reality.

Classified hotel chains.  Table: Which one?

Classified hotel chains. Table: Which one?

Mercure and Jurys Inn/Leonardo Hotels also performed poorly in the survey, both achieving a guest satisfaction score of 58%.

While many guests praised Mercure for its “well-located” hotels with “helpful staff”, the facilities were described as “basic”. Summing up their experience, one guest said, “Not so bad but definitely not good. Avoid if possible. »

Jurys Inn/Leonardo Hotels had similar feedback, with one guest describing their stay as “good, but nothing special for the price.”

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Guy Hobbs, editor of Which? Travel says: “With a decade of dismal reviews cementing its place as one of the UK’s worst hotel chains, our results suggest Britannia should be avoided at all costs.

“With the average price of a hotel stay in the UK now costing a fifth more than last year, travelers want to be sure they are getting the best possible experience for their money. Our results show that the Price is not necessarily an indicator of quality and many respondents reported fantastic stays with brands like Premier Inn and smaller chains like Warner Hotels.

Among small hotel chains, Warner Hotels comes out on top with a customer score of 77%. In this category, Malmaison also does well with a customer score of 76%.

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