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

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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.

The group has more than 60 hotels across Britain, many of which have illustrious histories: the Adelphi in Liverpool, for example, counted Winston Churchill among its distinguished guests.

However, contemporary Britannia guests have 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%.

The Consumer Champion ranking is based on nearly 4,500 stays at 35 chains, with respondents asked to rate their experiences in 10 categories, including cleanliness, bed comfort, food, customer service and value-for-money. price.

Warner Hotels has been praised for its modern, comfortable rooms and warm welcome

More than a quarter (28%) of those who stayed at a Britannia hotel were unhappy with at least one aspect of their stay, and more than half (54%) reported issues with cleanliness. One guest described their room as “absolutely disastrous, dingy, and smelly,” while another complained of dirt and mold.

“With a decade of dismal reviews, Britannia has established itself as one of the worst hotel chains in the UK,” said Guy Hobbs, editor of Who? 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 performed poorly in the survey, achieving a customer satisfaction score of 58%. While many guests praised Mercure for its “well-located” hotels with “helpful staff,” they called the facilities “basic.”

Jurys Inn & Leonardo Hotels drew similar comments, with one guest describing their stay as “Good, but nothing special for the price.” Nonetheless, many praised the chain for its well-located properties and “good service.”

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

Although Premier Inn is 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 supplier status.

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Among the small hotel chains, Warner Hotels comes out on top with a guest score of 77%, “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 performed well among smaller chains, with a customer score of 76%. Guests praised the experience for “fantastic service” and “pure luxury,” 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.

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