Britannia has been named the worst hotel chain in the UK for the 12th consecutive year. The brand, which has more than 50 properties across the country, came bottom of the pack, in 32nd place, in Which?’s annual survey of over 4,000 respondents.
It scored an overall customer satisfaction rating of 44%, according to the consumer group, with those surveyed giving it just one star out of five for bedrooms and bathrooms, and two stars for every other category, namely cleanliness, breakfast, customer service, bed comfort, description matching reality and value for money.
A guest at Britannia’s Grand Burstin Hotel in Folkestone described the property as a “total dive”, while another said they left after one night of a planned three-night stay due to “poor service, room and food.”
On the other end of the spectrum, the Coaching Inn Group, which operates 35 pub-style hotels in market towns and scenic locations, achieved the highest customer score among large chains, at 81%. Guests awarded it five stars for both customer service and for the description matching reality.
With an average nightly rate of £128, respondents gave it four stars for value for money. One customer described it as “a very good mid-price range chain that does all the basic things well”, while another highlighted its “lovely locations and excellent food and service.”
Intercontinental (IHG.L) ranked just behind, with a customer score of 80%, receiving five stars in most categories, except for value for money, where it scored only two. The average rate comes in at over £300 per night.
Hotel Indigo, part of the same IHG group, secured a 79% score. Guests commended its boutique aesthetic and neighbourhood feel, giving it five stars for cleanliness, bathroom quality, customer service, bed comfort and description accuracy.
One said the hotel “feels like a real treat as opposed to just having a bed for the night,” while another cited “superb room and impeccable service.” The average rate comes in at £115 per night.
Sofitel also scored high, achieving 78% with full marks for bed comfort and cleanliness. But at around £280 per night, it is one of the most expensive hotels on this list.