For the 11th consecutive year, this hotel chain has been named the worst in the UK.

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For the 11th consecutive year, Britannia has been ranked as the worst hotel chain in the UK.

The company, with over 60 establishments throughout the nation, ranked last in 16th position in Which?’s yearly survey of over 5,000 participants.

According to Which?, the overall customer satisfaction rating for this was “abysmal” at 48%, with survey respondents giving it a rating of one star (out of five) for bedrooms, bathrooms, and wifi quality.

In all of the remaining seven areas, such as cleanliness, value for money, and customer service, Britannia received a maximum of two stars.

The star rating for each chain was determined based on various factors, including breakfast, bed comfort, communal areas, and decor. The overall customer satisfaction percentage was also calculated, taking into account whether the description of the hotel matched the actual experience. The survey also included the average price per night for a stay and separated the brands into two categories for comparison: large hotel chains and small hotel chains.

The satisfaction score for Travelodge and Mercure was 56%, slightly higher than Britannia’s. However, Mercure received better star ratings in two categories (three for breakfast and wifi, compared to Travelodge’s two and one stars, respectively).

The highest satisfaction rating of 77% in the “large hotel chains” category was achieved by Hotel Indigo and Hub by Premier Inn, with Premier Inn taking third place with 75%.

In the category of “small hotel chains”, the top spot was claimed by Blend Collection with a score of 80%. However, Village Hotels ranked at the bottom of the table with a score of 55%.

A representative from Travelodge informed the Daily Mail that the company is making a substantial investment in their UK properties in order to provide customers with a high-quality, upscale hotel design and an affordable price. This refurbishment initiative is the largest brand transformation undertaken by Travelodge thus far and is currently in progress throughout the country, with a budget of approximately £45 million for updates this year.

We value our guests’ feedback and apologize for the fact that the Which? reviewers did not experience our usual exceptional service.

The representative for Mercure stated that the results of the survey do not accurately represent the level of guest satisfaction that we aim for. We will thoroughly review the feedback and make necessary changes to ensure that each property provides a high-quality experience, prioritizing the safety and well-being of our guests.

Unfortunately, the findings of this survey do not align with the overwhelmingly positive feedback we receive about our service friendliness. According to TrustYou data, based on over 14,000 independent reviews on platforms such as Tripadvisor, 93% of mentions are positive. Additionally, our own guest feedback, with nearly 100,000 annual reviews, rates Mercure’s staff at an impressive 85.6%. This exceeds the overall customer score for Which? by a considerable margin.

Despite this, we value all feedback and use it to improve. We recognize that there are areas for improvement and we are committed to providing our guests with an exceptional experience.

Britannia did not reply to a comment request.

According to Rory Boland, Editor of Which? Travel, it is becoming more challenging to find budget-friendly lodging due to the rising prices at many hotels. However, there are significant disparities among hotel chains, with Premier Inn and Wetherspoons standing out as the top choices for those seeking reasonably priced accommodations.

“Before making travel arrangements, it’s important to thoroughly research your options and read reviews from various sources to gain insight into previous guests’ experiences.”

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