For the fifth year in a row, Britannia Hotels has come bottom in the Which? Travel survey of large hotel brands.
Which? surveyed 4,000 members on categories including bed comfort, value for money and cleanliness at UK hotel chains. Britannia Hotels, which has 54 properties across the UK including the 402-bedroom Adelphi hotel in Liverpool (pictured), received the worst score, including “poor” scores in cleanliness, customer service and value for money, and failing to get more than two stars for any category.
It achieved an overall customer score of just 33%, behind Days Inn (49%), and Old English Inns (55%).
Members reportedly paid £78 on average for a Britannia room – £2 more than the average for Premier Inn, which once again finished in first place with a customer score of 79%.
Alex Neill, Which? managing director of home products and services, said: “Our survey shows that after five years at the bottom, Britannia shows no signs of improving the poor experience it offers its guests.
“Once again, Premier Inn shows the rest how to do it – clean rooms and fantastically comfortable beds all at a reasonable cost, showing you don’t necessarily get higher standards for higher prices.”
Ibis Budget finished second with a customer score of 71%, while Crowne Plaza, Macdonald Hotels and Radisson Blu shared third place with scores of 70%.
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