A hotel chain which uses some of its properties to house asylum seekers — including one in east London that has become a flashpoint for protests — has once again been named the UK’s worst. Britannia Hotels came last out of 52 hotel chains in the annual survey by consumer group Which?, marking the twelfth consecutive year it has ranked bottom.
The chain managed just one star out of five for cleanliness and bathrooms, with an overall customer satisfaction score of 44%. Guests surveyed paid an average of £84 per night. Britannia’s International Hotel in Canary Wharf, east London, is currently being used entirely to accommodate migrants, and the firm has leased rooms at other sites to the Home Office for asylum seekers over several years. The arrangement has drawn both anti-migration protests and counter-demonstrations outside the property.
Among those who stayed at Britannia’s Grand Burstin Hotel in Folkestone, Kent, one guest described the place as a “total dive,” while another said they left after just one night of a three-night stay because of poor service, substandard rooms, and bad food.
The Which? survey, conducted in June and July, covered 4,631 members for large chains and 1,776 for smaller ones, as well as members of the public.
Premier Inn also took a hit this year, losing its status as a Which? Recommended Provider. Guests complained that standards had slipped and the chain was no longer good value for money.
With an average nightly rate of £94, Premier Inn earned a three-star value rating and an overall customer score of 73%.
JD Wetherspoon overtook Premier Inn with a customer score of 76%. Its hotel rooms, typically attached to pubs, averaged £70 per night and earned four stars for value and in most other categories.
At the top of the table for large chains was the Coaching Inn Group, which operates 35 inns in market towns and scenic locations, achieving a score of 81%.
Rory Boland, editor of Which? Travel said, “A night away should be a real treat, but with hotel prices climbing, finding a chain that consistently offers comfort, good customer service, and a charming location at a fair price has become harder.
“The good news is that whether you’re after a boutique stay in the Brecon Beacons or a budget break in Broughty Ferry, travellers can still find a great experience with the right brands.”
Express.co.uk has contacted Britanna Hotels for comment.
