In a stunning repeat performance that's becoming Britain's most unwanted hospitality record, Britannia Hotels has been voted the UK's worst hotel chain for the eighth consecutive year. The damning verdict comes from the latest Which? survey, where guests delivered scathing reviews that would make any traveller think twice before booking.
A Legacy of Disappointment
The 2024 Which? survey revealed Britannia achieved a customer score of just 49%, based on overall satisfaction and likelihood to recommend. This places them firmly at the bottom of the hotel rankings, a position they've maintained since 2017. Meanwhile, Premier Inn secured the top spot with an impressive 78% customer score.
What Guests Are Saying
Nearly 4,000 hotel guests shared their experiences, and the feedback for Britannia was brutally consistent:
- "Filthy rooms with stained carpets and dirty bathrooms"
- "Dreadful customer service and unhelpful staff"
- "Worn-out furniture and uncomfortable beds"
- "Overall poor value for money despite low prices"
The Budget Hotel Battle
While Britannia struggles at the bottom, the budget hotel sector shows it's possible to deliver quality at affordable prices. Premier Inn and Travelodge both scored highly, proving that clean accommodation and good service don't have to break the bank.
Industry Response
Rory Boland, Editor of Which? Travel, didn't mince words: "Tired, filthy rooms and dreadful service are the hallmarks of a stay at a Britannia hotel. The fact that Britannia has managed to hold onto its title as the UK's worst hotel chain for eight years in a row is a remarkable achievement - and not one its customers will be celebrating."
Despite multiple requests for comment, Britannia Hotels has maintained its usual silence on the survey results. The chain operates 61 hotels across Britain, including several in prime city-centre locations and historic buildings.
What This Means for Travellers
The consistent poor performance raises questions about why customers continue to choose Britannia. While their prices are often among the cheapest available, the survey suggests you might get what you pay for - and sometimes considerably less.
For now, Britannia Hotels remains the reigning champion of customer disappointment, a title no business would want but one they seem unable to shake off.
