Premier Inn tops hotel survey

Premier Inn has topped Which?’s annual UK hotels chains survey for another year, providing what people called a “first class experience” at “very competitive prices”. 

Which? asked its members to rate the largest hotel chains (those with over 31 branches) in the UK according to attributes from bed comfort to toiletries. From more than 5,000 responses, Premier Inn came first with a customer score of 83%, followed by Hampton by Hilton (76%) and Novotel (75%).

Britannia came bottom of the table for the fourth year running with a score of 44%. Its hotels cost Which? members £10 more, on average, than at the top-rated hotel chain. Customers said its properties were “ancient”, “very basic” and “in need of updating”. The average price that members told us that they had paid also increased over the year from £68 to £80.

Other popular chains reviewed include Best Western (6th), Holiday Inn (15th) and Ibis (16th). Travelodge ranked 18th out of 24 hotel chains with a customer score of 65%.

Richard Headland, Editor of Which?, said: “Our survey found that you can get a good night’s sleep at a top scoring chain for a reasonable cost and shows that when it comes to UK hotels, you don’t necessarily get higher standards for higher prices.”

Notes to editors:

  • In July 2016, Which? surveyed its members on their experience of staying in large UK hotel chains. More than 4,000 of them rated the hotels on their cleanliness, bedrooms, bathrooms, bed comfort, value-for-money and whether the description matched reality.
  • Top three large hotel chains:New table 1
  • Bottom three large hotel chains:Table 2
  • Customer scores are based on a combination of overall satisfaction and the likelihood of recommending the chain to a friend, based on 5,384 hotel stay experiences. Only chains rated by at least 30 members are included.
  • Star ratings range from one to five. Sample sizes in brackets. Average price paid: Amount paid for a one-night stay, including all room types, by survey respondents. Cleanliness: Including bedrooms, bathrooms and communal areas. Bedrooms: Including furniture, air conditioning, heating, facilities. Bathrooms: Including fixtures and fittings, lighting, towels, toiletries, shower or bath. Bed comfort: Including quality of mattress, pillow and duvet. Description: description matching reality – how far the description of the hotel matched the experience.
  • The full ranking table of the large hotel chains can be accessed here:





Press Release