Members were asked to rate 36 UK hotel chains on cleanliness, customer service, bed comfort and value for money. And the results were telling, with a huge difference in quality between the best and worst performing operators.
“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,” said Which? editor Richard Headland.
With a customer score of 78 per cent across a survey of over 8,000 experiences, QHotels topped the chart, achieving a full five-star rating for the cleanliness and room fixtures. One Which? member claimed a stay at a QHotel was ‘excellent in every department’.
Going the extra mile
Michael Purtill, managing director of the 21-strong group, said: “We’re really pleased with today’s result and the survey shows how our commitment to delivering excellent customer service, for every guest, is setting us apart from the competition.
“Topping the table of other industry leaders like this also showcases how going the extra mile for customers, ensuring every element of their stay suits their individual needs, really does ensure customer satisfaction – from our room fittings through to cleanliness and breakfast.”
Radisson Blu Edwardian was a close second, with five-star cleanliness and customer service contributing to an overall score of 77 per cent.
The biggest chain on the list, Premier Inn, was a notable high appearance on the list, with the 650-strong budget hotel group coming in third with a score of 76 per cent. One in 10 Which? Members requested a refund under Premier Inn’s ‘great night’s sleep guaranteed’ promise and the chain dually won a five-star rating for customer service.
Shabby and run-down
The bottom of the table tells a very different story. Britannia Hotels, which operates 44 properties in the UK, was described by Which? members as ‘shabby’ and ‘run-down’, with an overall customer score of 36 per cent.
Some Britannia guests were shocked at the availability of bedrooms without windows. “It was £10 a night extra for a window in the room,” said one disgruntled guest.
Premier Inn’s rival Travelodge, which operates over 500 hotels, fared only slightly better than Brittania with an overall score of 50 per cent. Despite achieving a three-star rating for value for money, Travelodge’s breakfasts were rated the worst on the list, gaining just one star.
The top six hotels:
- Q hotels 78%
- Radisson Blu Edwardian 77%
- Premier Inn 76%
- Sofitel 74%
- DoubleTree by Hilton 71%
- Park Plaza 71%
The bottom six hotels:
- Britannia Hotels 36%
- Travelodge 50%
- Ramada 51%
- PH Hotels 51%
- De Vere Village 51%
- Shearings Hotels 52%
The Which? survey results were based on 8,267 member experiences at 36 UK hotel chains throughout the month of August. Last year, Warner Leisure Hotels topped the list of the best hotel chains with Which? members praising its child-free, luxury offer.