A budget hotel chain has been ranked the UK’s worst hotel chain for the 10th consecutive year.
With an an overall customer satisfaction score of just 56 per cent, the Britannia hotel company has been rated just two stars out of five for categories such as cleanliness, bed comfort and value for money in the annual survey by consumer group Which?.
The chain stretches across the UK with 61 hotels with the Britannia Inn located in Glasgow at Elmbank Gardens, just next to Charing Cross station. Glasgow's Britannia Inn has a rating of 3.5 on Tripadvisor and the consumer website adds that the hotel is has a three-star class.
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However, as the report by Which? states, guests of other Britannia hotels described them as “tired and tatty”, with a “rough and ready” feel. Meanwhile on Tripadvisor, customers at the Glasgow branch added that the "hotel was extremely outdated" and another said it was "Completely run down."
Another review said: "Staff were incredibly rude and ignored us in front of our face and constantly had an attitude with us from the moment we checked in.
"The hotel has an extremely Early checkout which is at 10am and reception would only hold our luggage till 1 pm which was very inconvenient."
"Probably the worst hotel experience myself and my husband have ever had. It was bad enough check in was at 4pm but had to wait in a huge queue and the staff were slow. I booked a double room, but found we were given a twin room!" Said another guest.
"Didn’t bother wasting even more time complaining. Room very basic and no breakfast included in what was nearly £200 just for one night. Check out was 10am, at 10:02am housekeeping were at our door asking if we were leaving. Will not be returning to this hotel."
But one satisfied guest said: "Great budget hotel in a great convenient location it’s only 1 stop by train from central Glasgow and only one street away from the king’s theatre I booked in late at 10pm, apart from there computer going a bit wonky when I did check in, it was a good check in the staff were very helpful A + to them.
"The room was great the only thing I could find to say about anything wrong would be maybe an extra bed table beside a wall socket would have been nice and the air conditioning could do with a service it’s a bit noisy. Apart from these two things there was nothing else to gripe about"
Meanwhile, the joint second worst hotel chains were Mercure and Jurys Inn/Leonardo, which both scored 58 per cent. Premier Inn topped the list with 78 per cent.
The ranking of 35 chains is based on almost 4,500 hotel stays by nearly 4,500 consumers in the 12 months to August.
Respondents to the survey paid an average of £89 per night for a Premier Inn stay, compared with £119 at a Britannia hotel.
The average cost of UK hotels has increased by 21 per cent in the past 12 months, according to the research.
Guy Hobbs, editor of magazine Which? Travel, said: “With a decade of dismal reviews cementing its place as one of the UK’s worst hotel chains, our results suggest that Britannia should be avoided at all costs.
“With the average price of a UK hotel stay now costing a fifth more than it did last year, travellers want to be sure they are getting the best possible experience for their money.
“Our results show that price isn’t necessarily an indicator of quality, and many respondents reported fantastic stays with brands including Premier Inn and smaller chains like Warner Hotels.”
While Britannia did not respond to a request for comment Jurys Inn said it received “high satisfaction scores” from more than 213,000 guest reviews so far this year. Mercure said the Which? survey “does not reflect the standard of guest experience which we strive for”.
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