Britannia Hotels has been voted the worst UK hotel chain for the sixth consecutive year, with nearly a quarter of guests making official complaints about poor customer service, rooms and food.
This is according to a survey by Which? Travel. Guests gave the chain, which was not rated more than two stars out of five in any category, a 35% customer score overall.
Guests who stayed with Britannia were the most likely to have had a problem with their stay (42%). In fact, nearly one in four (23%) guests had made an official complaint to the hotel, compared to the average of less than one in 10.
Most complaints surrounding stays at Britannia related to poor customer service (41%) and poor quality of rooms (41%), followed by cleanliness (32%) and quality of food (27%). And most guests (71%) who made an official complaint to Britannia were dissatisfied with the outcome.
At the other end of the spectrum, Which? found that pub chains performed better than ever this year with Young’s (79%), Fuller’s (75%) and JD Wetherspoon (71%) all scoring well above average.
No one managed to dethrone reigning champion Premier Inn, which was still at the top of the table (79%) for large hotel chains for the fourth year in a row (Young’s was rated under the small and medium hotel chain category). Guests rated Premier Inn five stars for cleanliness, comfort of its beds and customer service.