A new Which? survey of UK hotel chains has found a huge difference in standards, with the best scoring highly on cleanliness and customer service, and the worst-rated chain offering rooms without windows.
Members told Which? of 8,267 hotel stays in the past year, and rated the 36 chains on cleanliness, customer service, bed comfort and value for money.
Q Hotels topped the chart, achieving a full five-star rating for cleanliness and room fixtures, with one member claiming a stay at one Q Hotel was ‘excellent in every department’. Budget hotel chain Premier Inn, offering rooms for as little as £29, came third with a customer score of 76%, moving up one place.
At the bottom of the table, Britannia slumped into last place, scoring a dismal customer rating of 36% and receiving just one star for cleanliness, room fixtures and value for money. Guests were surprised that rooms at some of its hotels didn’t have windows, with one person telling Which? they had to pay an extra £10 per night for the privilege.
Well-visited Travelodge came second-last (50%), an improvement of 4%, but gaining just one star for the quality of its breakfast.
Which? editor Richard Headland, said:
“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.”
Q Hotels
The consumer watchdog revealed QHotels’ top ranking position was determined with the highest customer score of 78%, with QHotels 21 properties achieving a maximum of five star rating for cleanliness and the quality of room fixtures and fittings, beating the likes of Radisson-Blu Edwardian and Marriott hotels to the title.
The customer score also highly rated QHotels’ customer service, bed comfort, breakfast offering and value for money.
Michael Purtill, Managing Director at QHotels, said: “We’re delighted with today’s result. It is a phenomenal accolade to our brilliant team. The survey shows how our commitment to delivering excellent customer service, for every guest is setting us apart from the competition.”
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