Britannia retains ‘worst UK hotel chain’ title

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Britannia’s Europa Hotel near Gatwick Airport
Britannia’s Europa Hotel near Gatwick Airport

Britannia Hotels have been named as the UK’s ‘worst hotel chain’ by Which? for the second year in a row.

The hotel company was the only firm out of 29 that had a satisfaction score lower than 50%, coming in at 33%.

Old English Inns/Hotels had a 50% score and were second from bottom, while Principal Hayley Hotels, De Vere and Travelodge were also near the bottom with 55, 58% and 60% respectively.

Luxury brand Sofitel took the top spot with an 83% satisfaction score, based on the quality of rooms, bed comfort, bathrooms, cleanliness, customer service, public areas, food, expectation and value for money.

Budget brand Premier Inn was second with an 82% score, followed by Warner Leisure Hotels, Hampton by Hilton and Q Hotels at 80%, 78% and 78% respectively.

Which? travel editor Jill Starley-Grainger, said: “It can be a bit of a lottery staying with popular UK hotel chains as there’s such a massive gap in standards between the best and worst. Hotels that have fared badly need to look at their customers’ feedback and learn where they need to up their game.”

 

The full list and their scores

  1. Sofitel – 83%
  2. Premier Inn – 82%
  3. Warner Leisure Hotels – 80%
  4. Hampton by Hilton – 78%
  5. Q Hotels – 78%
  6. Marriott Hotels – 73%
  7. DoubleTree by Hilton – 72%
  8. Holiday Inn Express – 72%
  9. MacDonald Hotels – 72%
  10. Novotel Hotels – 72%
  11. Radisson Blu – 72%
  12. Holiday Inn – 71%
  13. ibis – 71%
  14. Crowne Plaza – 70%
  15. Ramada – 69%
  16. Best Western – 67%
  17. Hilton Hotels – 67%
  18. ibis budget – 67%
  19. Copthorne Hotels – 64%
  20. Mercure Hotels – 64%
  21. The Hotel Collection – 63%
  22. Jurys Inn – 62%
  23. Days Inn Hotels – 61%
  24. Thistle Hotels – 61%
  25. Travelodge – 60%
  26. De Vere Hotels – 58%
  27. Principal Hayley Hotels – 55%
  28. Old English Inns/Hotels – 50%

29. Britannia Hotels – 33%

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