Britannia has been ranked as one of the worst hotel chains in the UK, having finished last in a consumer survey for the tenth consecutive year.
The group owns more than 60 hotels throughout Great Britain, many of which have a illustrious history: the Adelphi Hotel in Liverpool, for example, counted Winston Churchill among its distinguished guests.
However, contemporary Britannia guests have found the hotels far from first class, with participants in Which? The survey describes them as “tired and tired,” with a “rough and ready” feeling. Guests rated the series two stars on average across each category, achieving an overall customer satisfaction score of just 56%.
The Consumer Champion ratings are based on nearly 4,500 stays in 35 series, with respondents invited to rate their experiences in 10 categories, including cleanliness, bed comfort, food, customer service, and value for money.
More than a quarter (28%) of those who stayed at the Britannia Hotel were dissatisfied with at least one aspect of their stay, with more than half of those (54%) citing hygiene issues. One guest described their room as “very terrible, shabby and smelly”, while another complained of dirt and mould.
Jay Hobbs, editor at Which? Travel. “With the average price for a hotel stay in the UK now five times compared to last year, travelers want to be sure they get the best possible experience for their money…price is not necessarily an indicator of quality and many respondents have reported great stays with brands Including the Premier Inn and smaller chains like Warner Hotels.”
Two other chains, Mercure, Jurys Inn Hotel Group and Leonardo, also underperformed in the survey, with a customer satisfaction score of 58%. While many guests praised Mercure Hotels as “conveniently located” with “helpful staff”, they described the facilities as “basic”.
Jurys Inn & Leonardo Hotels raised similar comments, with one guest describing their stay as “good, but nothing special for the price”. However, many praised the chain for its conveniently located properties and “good service”.
The Premier Inn was the best performing chain overall, with customers receiving 78% and high ratings for cleanliness, comfort, and customer service. Guests praised the chain for being “reliable” and providing “high quality service,” with many participants saying they were returning guests because the brand has been consistently good across all locations.
Although Premier Inn is the second cheapest chain on the table, Who? It found that the average price for a night’s stay in its properties has increased by 35% during 2021 – significantly more than the national average (21%). The increase was definitely noticed by the guests, who only gave it 2 stars for value for money, which means it lost which one? Recommended provider status.
Among small hotel chains, Warner Hotels leads the way, with 77% of customers, praising its “modern and comfortable” rooms and a “friendly welcome.” Although one of the higher priced hotel chains, with an average room rate of £173 per night, rated it four stars for value for money, many guests commented that the inclusion of entertainment, breakfast and dinner made the stay worth its price. the above. .
Malmaison also performed well among smaller chains, with a customer share of 76%. Guests praised the experience of “exquisite service” and “pure luxury”, giving it five stars for cleanliness, room quality and how well the experience lived up to the description.
Britannia did not respond to requests for comment.