Sofitel tops UK hotel chains survey
Which? members rated 29 hotel chains on nine categories including cleanliness, customer service, food and value for money.
Sofitel came in first place with a total customer satisfaction rating of 83 per cent, while Premier Inn, the most frequently used hotel chain in the UK, came in a close second with 82 per cent.
Britannia Hotels came in bottom of the poll for the second year running with a total customer satisfaction score of 33 per cent.
Travelodge, the second most frequently used hotel chain in the UK, came in near the bottom of the table. However, its total customer score has risen 10 per cent since the previous year’s survey, possibly due to its £57m modernisation programme.
The full list of results:
- Sofitel, 83%
- Premier Inn, 83%
- Warner Leisure Hotels, 80%
- Hampton by Hilton, 78%
- Q Hotels, 78%
- Marriott Hotels, 73%,
- DoubleTree by Hilton, 72%
- Holiday Inn Express, 72%
- MacDonald Hotels, 72%
- Novotel Hotels, 72%
- Radisson Blu, 72%
- Holiday Inn, 71%
- Ibis, 71%
- Crowne Plaza Hotels, 70%
- Ramada, 69%
- Best Western, 67%
- Hilton Hotels, 67%
- Ibis Budget, 67%
- Copthorne Hotels, 64%
- Mercure Hotels, 64%
- The Hotel Collection, 63%
- Jurys Inn, 62%
- Days Inn/Hotel, 61%
- Thistle Hotels, 61%
- Travelodge, 60%
- De Vere Hotels, 58%
- Principal Hayley Hotels, 55%
- Old English Inns/Hotels, 50%
- Britannia Hotels, 33%
Which? travel editor Jill Starley-Grainger said: “It can be a bit of a lottery staying with popular UK hotel chains as there’s such a massive gap in standards between the best and worst.
“Hotels that have fared badly need to look at their customers’ feedback and learn where they need to up their game.”
