BRITANNIA and Mercure have been ranked the UK’s worst hotel chains after being rated poorly in categories such as cleanliness, bathrooms and value for money.
This is the 9th year in a row Britannia is at the bottom of the table in which consumer group’s annual survey?
The chain has 61 hotels across the UK, including Liverpool’s Adelphi Hotel and Scarborough’s Grand Hotel.
It only received an average customer score of 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 is rated one star out of five for bathrooms and two stars for seven other categories such as cleanliness, customer service and value for money.
One customer said: “It was horrible. The room was dirty. The bathroom was dirty. The carpet was horrible, stains everywhere.”
Others complained about hotels being “hidden” and “in need of a drastic makeover”.
The average price paid by those surveyed for a one-night stay was £99.
Mercure’s average customer score is only marginally better at 52%, with many customers observing that its standards have dropped.
One consumer said the chain’s hotels “are not as smart as they used to be” and that it has “some poor quality features”.
It is rated just two stars for cleanliness, rooms, bathrooms, common areas and value for money.
Mercure guests surveyed paid an average of £114 per night.
Premier Inn, with an average nightly price of £66, is the best performing major hotel chain with a customer score of 79%.
At the top is the best small hotel chain, Hotel du Vin, at 80%.
Its guests pay an average of £150 a night.
The study included 24 large hotel chains and six small hotel chains.
A total of 2,371 members of the public and Who? members who had stayed at a hotel in the UK between the 15 months and October 2021 were surveyed.
Of these, 57 had visited a hotel in Britannia and 73 had spent the night at a Mercure hotel.
What? Travel editor Rory Boland said: “Year after year, guests are disappointed by Britannia’s rundown hotels and often dirty rooms.
“This year has seen some small improvements to the series’ scores – but not enough to drag it to the bottom of our rankings.
“Until the company develops its game further, we would urge guests to look elsewhere.
“The impressive, budget-friendly Premier Inn is our pick among the major chains, and Hotel du Vin offers high-quality stays in exciting locations.”
A Mercure spokesperson said: “We were surprised by our position in this survey.
“It does not reflect the high standard of guest experience we strive to achieve and we will take action to address these comments.
“The guest experience and happiness at each and every property is our highest priority.”
It added that it was ranked “among the top mid-size brands” in the latest annual customer survey by research consulting firm BDRC.
https://www.thesun.ie/travel/8294756/which-worst-best-hotel-chains-britannia/ What? best and worst hotel chains revealed as Britannia is ‘horribly dirty’ again