Home Hotel service Which? reveals best and worst hotel chains as ‘terribly dirty’ Britannia returns to bottom of pile

Which? reveals best and worst hotel chains as ‘terribly dirty’ Britannia returns to bottom of pile


BRITANNIA and Mercure have been ranked among the worst hotel chains in the UK after scoring poorly for categories such as cleanliness, bathrooms and value for money.

This is the ninth consecutive year Britannia has bottomed the list in consumer group Which?’s annual survey.


The worst hotels in the UK have been revealed by Which?

The chain has 61 hotels across Britain, including the Adelphi Hotel in Liverpool and the Grand Hotel in Scarborough.

It received an average customer score of just 49%.

More than half (51%) of Britannia guests surveyed said they encountered a problem during their stay, with cleanliness being the most common issue.

The chain has been rated one out of five stars for bathrooms and two stars for seven other categories such as cleanliness, customer service and value for money.

One guest said, “It was awful. The room was dirty. The bathroom was dirty. The carpet was awful, stains everywhere.”

Others complained that the hotels were “buried” and “needed a drastic makeover”.

The average price paid by respondents for a one-night stay was £99.

Mercure’s average guest score was only slightly above 52%, with many guests observing that its standards have dropped.

One consumer said the chain’s hotels are “not as smart as they used to be” and have “poor quality properties”.

It has only been rated two stars for cleanliness, rooms, bathrooms, common areas and value for money.

Mercure guests surveyed paid an average of £114 for one night.

Premier Inn, with an average price per night of £66, was the best performing large hotel chain with a customer score of 79%.

It was dominated by the best small chain, Hotel du Vin, which obtained 80%.

His guests paid an average of £150 for one night.

The research covers 24 large hotel chains and six small ones.

A total of 2,371 members of the public and which one? members who stayed in a UK hotel in the 15 months to October 2021 were surveyed.

This included 57 people who had visited a Britannia hotel and 73 who had stayed overnight at a Mercure property.

Which? Travel editor Rory Boland said: “Year after year guests have been disappointed by Britannia’s rundown hotels and often dirty rooms.

“This year has seen some slight improvements in the channel’s score – but not enough to drag it to the bottom of our rankings.

“Until the company ups its game, we urge customers to look elsewhere.

“The impressive, budget-friendly Premier Inn is our pick of the big chains, and the Hotel du Vin offers high-quality stays in interesting locations.”

A Mercury spokesperson said: “We are surprised at our position in this investigation.

“This does not reflect the high level of customer experience we seek, and we will take action to address these comments.

“The experience and well-being of our guests in each establishment is our top priority.”

It added that it was ranked “among the best midscale brands” in the latest annual hotel guest survey by research consultancy BDRC.

Mercure and Britannia hotels came out the worst


Mercure and Britannia hotels came out the worst