Premier Inn has been revealed as the UK’s best hotel chain, while Britannia has been deemed the worst for 2018.
A new study by Which? Travel looked at Britain’s largest hotel chains and compared them across a host of factors including cleanliness, food and drink offerings, customer service, description of hotels versus the reality, and value for money.
Britannia came in last for the six consecutive year, scoring consistently low across all categories.
In fact, its highest ratings were two out of five stars across cleanliness, bed comfort and customer service; gaining it an overall score of 35 per cent.
A Which? investigator headed to the company’s grade II listed Royal Albion Hotel and found it to be “rundown” and “depressingly shabby and neglected”.
During their visit they found crayon on the bedroom walls, stained carpets, grubby towels as well as gaffer-taped rips in an armchair and some chewing gum which was stuck to the bannister.
The study found that guests who stayed with Britannia were the most likely to have had a problem during their visit – and 23 per cent of guests had made an official complaint to the hotel.
Out of those guests who made an official complaint, 71 per cent were not satisfied with the outcome.
Customer service and the poor quality of rooms proved to be the biggest issues for guests, followed by cleanliness and quality of food.
Meanwhile, Premier Inn is still proving a firm favourite with guests, taking the top spot for the fourth year running, with an overall customer score of 79 per cent.
Guests rated the chain five stars for cleanliness, the comfort of its beds and customer service, but its lowest ratings were still a respectable three out of five stars across food and drink, and its communal areas.
UK’s best and worst large hotel chains for 2018
- Premier Inn – 79 per cent
- Hilton: Garden Inn – 77 per cent
- Fuller’s Hotels – 75 per cent
- Marriott: Renaissance Hotel – 73 per cent
- Crowne Plaza – 72 per cent
- Hilton: Double Tree – 72 per cent
- Hilton: Hampton – 72 per cent
- Radisson Blu Edwardian – 71 per cent
- Wetherspoons Hotels – 71 per cent
- Holiday Inn Express – 70 per cent
- Radisson Blu – 70 per cent
- Marriott – 69 per cent
- Novotel – 68 per cent
- Principal Hotel Company – 68 per cent
- Best Western – 67 per cent
- Holiday Inn – 67 per cent
- Ibis – 67 per cent
- Ibis Styles – 67 per cent
- Jurys Inn – 67 per cent
- Ramada – 67 per cent
- Ibis Budget – 64 per cent
- Hilton – 64 per cent
- Copthorne – 63 per cent
- Days Inn – 63 per cent
- MacDonald – 63 per cent
- Travelodge – 63 per cent
- Mercure – 62 per cent
- Easyhotel – 61 per cent
- Thistle – 61 per cent
- Radisson: Park Inn – 60 per cent
- Old English Inn – 57 per cent
- Britannia – 35 per cent