Britannia has been named the worst hotel chain in the UK for the tenth year in a row, according to an annual survey by Which?. The consumer group's research, based on almost 4,500 stays at 35 chains, gave Britannia an overall customer satisfaction score of just 56%, with an average of two stars across every category.
Guests described the chain's rooms as “tired and tatty”, with a “rough and ready” feel. One respondent called their room “absolutely dire, drab and smelly”, while another complained of dirt and mould. More than a quarter (28%) of those who stayed at a Britannia hotel were unhappy with at least one aspect, and over half of those noted issues with cleanliness.
Premier Inn retained the top spot with a customer score of 78%, praised for being “reliable” and offering “quality service”. However, the chain's average room price rose by 35% over 2021, leading to just two stars for value for money and the loss of its Which? Recommended Provider status.
Among smaller chains, Warner Hotels came top with a score of 77%, while Malmaison scored 76%. Both were praised for comfort and service. Mercure and Jurys Inn & Leonardo Hotels performed poorly, each scoring 58%.
Guy Hobbs, editor of Which? Travel, said: “With a decade of dismal reviews Britannia has cemented its place as one of the UK’s worst hotel chains. Price isn’t necessarily an indicator of quality and many respondents reported fantastic stays with brands including Premier Inn and smaller chains such as Warner Hotels.”
