The best and worst hotels in the UK

Rebecca Rutt
by Lovemoney Staff Rebecca Rutt on 01 November 2012  |  Comments 26 comments

A new study has revealed the best and worst hotel chains in the UK.

The best and worst hotels in the UK

Warner Leisure Hotels has been voted the UK’s best hotel chain while the Comfort Inn Brand has been placed bottom.

The survey, conducted by Which? readers, looked at a range of different areas including customer service, value for money, cleanliness and the quality of the breakfast served.

More than 6,000 people were asked to score a hotel chain based on how satisfied they were overall and how likely they were to recommend the hotel to a friend.  

The best UK hotel chains

Top of the table with a score of 79% is the exclusive Warner Leisure Hotel chain which has 13 adult-only hotels across the country. These are located in England and north Wales and are mainly for people wanting a relaxing luxurious break, with prices starting from £150 per person in low season.  

Second on the list is a Hilton brand, Hampton, and the hotels included are mainly found either by airports or inner cities. These are supposed to be ‘bargain’ Hilton hotels and prices for a double room start at around £66 a night outside of London.

The third listed brand, French hotel chain Sofitel, only has three hotels in the UK, found at Gatwick, Heathrow and central London. It’s mainly used by customers wanting some pre-flight luxury and the prices aren’t cheap, with doubles starting at £102, hence why it only receiving two out of five for value for money.

The worst UK hotel chains

At the bottom of the list with a score of only 41% was the Comfort Inn chain, where rooms start at £49 (outside of London). Next worst was the Britannia chain with a score of 42% followed by Travelodge hotels at 46%.

However, despite these hotel chains having a reputation for being ‘no frills’ they also scored badly for value for money.

How are the hotels judged?

Customers were asked to look at several factors before scoring a hotel including customer service during check in and check out and the politeness, helpfulness and efficiency of hotel staff.

10 top hotel chains

Hotel brand

Customer service

Value for money

Cleanliness

Quality of breakfast

Customer score

Warner Leisure Hotels

5/5

4/5

5/5

5/5

79%

Hampton by Hilton

4/5

5/5

5/5

3/5

75%

Sofitel

5/5

2/5

5/5

4/5

75%

Premier Inn

5/5

4/5

5/5

3/5

74%

Q Hotels

5/5

3/5

5/5

5/5

73%

Innkeeper’s Lodge

3/5

4/5

4/5

3/5

71%

Hotel du Vin

4/5

2/5

5/5

5/5

71%

Puma Hotels’ Collection

4/5

3/5

4/5

5/5

71%

Malmaison

4/5

2/5

4/5

5/5

70%

Marriott Hotels

4/5

3/5

5/5

5/5

70%

10 bottom hotel chains

Hotel brand

Customer service

Value for money

Cleanliness

Quality of breakfast

Customer score

Comfort Inn

2/5

2/5

2/5

n/a

41%

Britannia

2/5

2/5

2/5

2/5

42%

Travelodge

2/5

3/5

3/5

1/5

46%

PH (Principal Hayley) Hotels

3/5

2/5

4/5

3/5

52%

Thistle

3/5

2/5

4/5

3/5

54%

Ibis

3/5

3/5

4/5

2/5

54%

Millennium Hotels

3/5

2/5

4/5

3/5

55%

Ramada

3/5

3/5

4/5

3/5

56%

Park Inn by Radisson

3/5

3/5

4/5

3/5

57%

Jurys Inn

3/5

3/5

4/5

3/5

58%

Do you agree with this list? Or are hotel chains missing which should have been included? Let me know in the comment box below.

More on travel:

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Comments (26)

  • eebee
    Love rating 3
    eebee said

    I stayed in the Britannia Adelphi Hotel in Liverpool when my daughter was married and was very disappointed. Even though I wrote to complain, they paid little or no attention to my complaint and eventually stopped writing to me. I have avoided Britannia Hotels ever since.

    Report on 09 November 2012  |  Love thisLove  0 loves
  • Steviebaby1959
    Love rating 34
    Steviebaby1959 said

    Yes, this table is highly misleading, in fact, this whole survey was a complete flop, no wonder Warner Leisure Hotels got a high score, they only have 13 hotels in the whole of the UK, catering specifically for adults only in holiday mode, not a run of the mill hotel chain for businessmen and women, overnight stayers, et al, to be found at airports, in cities and on Motorways, so, in essence, should never have been included in this survey at all, as they are a specialist hotel group providing live music and entertainment, for adults only, you don't get that at the other hotel chains. I don't also know how the Sofitel Group, which only has 3 hotels in the whole of the country, was included, how can they be possibly be compared against the Comfort Inn, which probably has 103 hotels nationwide, whoever did this survey should do it again, properly.

    Report on 17 December 2012  |  Love thisLove  0 loves

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