The survey questioned nearly 6,000 people on hotels’ performance in nine categories including cleanliness, customer service, quality of bedrooms, bathrooms and value for money.
Sofitel took the top spot with a customer score of 83%, recieving maximum ratings in seven of the nine categories. Premier Inn, the most used chain, also came near the top of the table with an increase in last year’s customer score of 76%, to 82%.
Britannia Hotels retains the bottom spot for the second year running with a customer score of 33%, with its hotels being criticised by customers as being ‘run down’ and ‘well past their best’.
Travelodge, the second most-used chain, was also near the bottom of the table, however it is on the up with a customer score of 60% compared to last year’s 50%.