Which? reports significant divide between best and worst rated hotel chains in the UK

By Peter Ruddick

- Last updated on GMT

Related tags: Hotel chains

Which? has revealed a list of the top UK hotel chains as decided by its 6,280 members
Which? has revealed a list of the top UK hotel chains as decided by its 6,280 members
Warner Leisure Hotels has topped a list of the best hotel chains operating in the UK with Which? members praising its child-free, luxury offer. 

However, the consumer rights organisation, which asked their members in June and July for their views on hotel chains they had used in the last 12 months, has warned there is a significant divide between the best and worst performing operators.

The survey, published this week, revealed a list of the 34 chains which received 30 responses or more from Which?'s 6,280 members; from Warner Leisure Hotels and Hampton by Hilton which was given the best rating from consumers to Comfort Inn and Britannia at the bottom of the list.

Gaps in quality

A spokesperson for the consumer rights organisation said the results of the survey showed some of the up-scale and luxury hotel chains rated as strongly or better when it comes to value-for-money than the budget operators.

"Our survey reveals big gaps in quality between some of the best known hotel chains in the country. The top rated hotels scored highly for customer service, cleanliness, location and a decent breakfast so it's clear what people are looking for in a good night's stay."

The three lowest-scoring groups in the survey were also rated poorly for value for money. Which? argued three of the six highest-scoring companies were actually twice as better value than some of the so-called 'no frills' chains.

"Our findings show some of the 'no-frills' hotel chains, in particular, need to raise their game and provide a better service."


Which? members rated hotel chain on the overall experience, how likely they were to recommend it to a friend, customer service, value for money, cleanliness, design and décor, location and the quality of the breakfast. The average customer score was 64 per cent.

1. Warner Leisure Hotels- 79 per cent

2. Hampton by Hilton - 75 per cent

3. Sofitel - 75 per cent

4. Premier Inn - 74 per cent

5. Q Hotels - 73 per cent

...and worst

30. Thistle - 54 per cent

31. PH Hotels - 52 per cent

32. Travelodge - 46 per cent

33. Britannia - 42 per cent

34. Comfort Inn - 41 per cent

Warner Leisure Hotels, QHotels and De Vere Village Urban Resorts were rated best for leisure, while Sofitel was the only chain to receive five stars for accessibility.

Warner Leisure Hotels, Hotel du Vin and Malmaison got the best food scores while Holiday Inn Express and Travelodge were subject to the worst breakfast ratings from Which? members.

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