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Britannia Hotels has been named as the UK’s worst large hotel chain for the eighth consecutive year in a survey conducted by Which?, which ranked customer experiences at large, medium, and small British hotel chains.
Sofitel, the Accor-owned luxury chain, landed top spot in the consumer ratings, while Britannia came last with a rating of 37%.
The budget chain received an average of just one star for cleanliness from the 4,326 of those questioned, and retained its position as the lowest customer scorer for the eighth year running.
Customers recalled experiences at the group’s establishments as “dated”, “unloved”, and “past its prime”.
Meanwhile, at the other end of the spectrum Sofitel was described by Which? as “a glorious indulgence that’s worth splashing out on”.
The “previously unshakeable” Whitbread-operated Premier Inn found itself knocked off the top, but still received full stars for customer service and four out of five for cleanliness and value for money.
Of the other large hotel chains, Holiday Inn Express and Hampton by Hilton received ratings of 77% and 76% respectively.
