A new Which? survey of UK hotel chains has found a huge difference in standards, with the best scoring highly on cleanliness and customer service and the worst-rated chain offering rooms without windows.
Members told us of 8,267 hotel stays in the past year, and rated the 36 chains on cleanliness, customer service, bed comfort and value for money.
Q Hotels topped the chart, achieving a full five-star rating for the cleanliness and room fixtures, with one member claiming a stay at one Q Hotel was ‘excellent in every department’. Budget hotel chain Premier Inn, offering rooms for as little as £29, came third with a customer score of 76%.
At the bottom of the table, Britannia slumped into last place, scoring a dismal customer rating of 36% and receiving just one star for cleanliness, room fixtures and value for money. Guests were surprised that rooms at some of its hotels didn’t have windows, with one person telling us they had to pay an extra £10 per night for the privilege.
Well-visited Travelodge, came second-last (50%), gaining just one star for the quality of its breakfast.
Which? editor Richard Headland, said:
“Our survey has revealed a king-sized bed gap between the best and worst hotel chains in the UK and shows you don’t have to spend a fortune to get a decent overnight stay.”
Notes for editors:
1. In August 2013, we asked Which? members to complete an online survey about their experiences of staying in a UK hotel chain in the past year. Our results are based on 8,267 member experiences.