The worst hotel chain in the UK for the seventh year in a row has been revealed today as Britannia Hotels.
Guests are ten times more likely to give is a poor rating for cleanliness than any other hotel, according to a survey by consumer group Which? Travel.
The research, covering more than 40 hotel chains, asked more than 8,000 guests to rate everything from bed comfort to value for money as well as the quality of food and overall cleanliness.
Guests gave Britannia, which has 61 hotels across the UK, one-star ratings in almost every category including value for money and food and drink, with an overall satisfaction score of only 39%.
Cleanliness proved to be a particularly sore point with guests repeatedly using words such as ‘filthy’, ‘dreadful’ and ‘scruffy’.
On average guests were ten times (31%) more likely to rate Britannia poorly in this category than across almost all the other hotel chains (3%).
EasyHotel, which is on average cheaper than Britannia, had a 58% customer score and managed to avoid any one-star ratings. But the ultra-budget group, was described as mediocre in most categories, earning two stars in areas including bathrooms, bed comfort and bedrooms.
Ibis Budget fared only marginally better rated, with a customer score of 60%. While the group scored three stars for customer service, value for money and cleanliness, it was let down by the quality of its rooms and its food offering.
At the other end of the scale, Wetherspoon Hotels topped the rankings for the first time – sharing first place with Premier Inn, champion for the last four years.
Guests were impressed by ‘huge stylish rooms’, which earned the chain a full five stars in the bedroom quality category – and a 79% customer score overall.
Wetherspoon, which charges from £39 a night stay and £5 extra for breakfast, was also the most likely of the chains to be rated excellent for value for money.
Premier Inn also received an impressive 79% customer score, with guests praising the reliable, consistently clean, comfortable and affordable chain.
Which? Travel Editor Rory Boland said: “There really is no excuse for the grubby bathtubs and filthy rooms that we have seen year after year with Britannia so it is best to avoid them completely and go almost anywhere else.
“If you are looking for a cheap and cheerful stay in the centre of town you would be better off choosing the ever-reliable Premier Inn or a Wetherspoon Hotel, where even with paying extra for breakfast you can expect extraordinarily good value for money.”
Which? said Britannia’s chief executive Alex Langsam had initially agreed to an interview to discuss the research but pulled out after he was sent an advance copy of the findings.
An easyHotels spokesman said: “Year after year, Which? rehash criticisms of our hotel that has changed beyond all recognition.
“On many occasions, we have invited Which? to visit and inspect our new hotels and these requests fall on deaf ears.
“Repeat bookings and customer feedback paint a very different picture and we’re hugely proud of the amazing service we provide.”
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