The latest rankings from consumer group Which? have once again placed Britannia Hotels at the bottom spot for the 12th consecutive year. Meanwhile, Wetherspoons has outperformed Premier Inn to claim the title of ‘top value’ accommodation provider.
Britannia Hotels, with a network of over 60 establishments, received a dismal customer score of 44% from Which?. The chain only managed to secure a single star rating for the quality of its bedrooms and bathrooms.
Guest feedback from one Britannia customer staying at the Grand Burstin Hotel in Folkestone, Kent, described the experience as a “total dive.” Another guest mentioned cutting short their reservation after just one night due to unsatisfactory service, room conditions, and food quality.
Despite boasting historic and landmark properties, such as Liverpool’s Adelphi and Scarborough’s Grand Hotel, Britannia Hotels have faced criticism. The Adelphi scored a mere 2.6 on Tripadvisor, with noise complaints being a common issue, while the Grand Hotel in Scarborough received a low rating of 2.4, with cleanliness being a point of contention.
Controversy has surrounded Britannia’s hotel in London’s Docklands, where protests erupted over its use to accommodate asylum seekers. The chain, under the control of tycoon Alex Langsam, who also owns Pontins holiday camp, faced backlash following the abrupt closure of its Southport site in early 2024.
In contrast, the Coaching Inn Group, a pub chain with 35 inns, emerged as the top performer in the large hotel category according to Which?, scoring 81% in customer satisfaction. The group’s properties, often situated in picturesque locations, aim to be the premier choice in their respective towns.
Wetherspoon, a prominent pub giant with over 50 hotels nationwide, also received accolades, securing the fifth position in the rankings and the Which? Great Value badge. With an average nightly rate of just £70, guests praised Wetherspoons for its value for money, cleanliness, and customer service.
Premier Inn, on the other hand, slipped to seventh place in the large chain table and lost its status as a Which? Recommended Provider. While still commended for comfortable beds, some guests expressed dissatisfaction with the value for money and perceived declining standards.
Responding to the survey findings, a spokesperson for Premier Inn highlighted their commitment to enhancing guest experience through investments in amenities and guest feedback mechanisms. Britannia Hotels was approached for comment on the rankings.
