Britannia Hotels has been labelled the UK’s worst hotel chain for the tenth year in a row.
Consumer research site Which? ranked 35 British hotel chains with ratings over 10 categories from cleanliness and comfort to food and customer service.
Britannia owns a number of historical hotels including the "haunted" Adelphi in Liverpool which hosted rich Titanic guests ahead of their departure in 1912.
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The chain also offers guests a way to save money on their booking – by choosing a "room without windows".
However, customers placed Britannia at the bottom of the rankings and awarded the chain just two stars across every category including cleanliness, food and value for money.
Britannia’s overall customer satisfaction score was just 56%.
With over 60 hotels in the UK Britannia has a large portfolio, but 28% of guests reported an issue with their stay – 54% said this was due to cleanliness and 19% reported plumbing concerns.
One guest who was surveyed described their room as "absolutely dire, drab and smelly", while another complained of dirt and mould.
Also performing poorly in the survey was Mercure – it received a customer satisfaction score of 58%.
Mercure was praised for its "conveniently located" hotels with "helpful staff", but the facilities were found to be "basic".
A spokesperson for Mercure said: "We are surprised to see our position in this survey, it does not reflect the standard of guest experience which we strive for, and we will take action to address these comments.
"In fact, the most recent BVA BDRC Hotel Guest Survey ranks Mercure 14th out of 164 hotel brands in the UK and scores the brand highly for ‘excellent cleaning and hygiene standards’.
"We pride ourselves on the welcoming hospitality of our hotel teams, as your reader notes. Our guest feedback, based on nearly 100,000 annual reviews, scores Mercure at 84.5% for its staff.
"The same guest data scores Mercure at 76% overall guest satisfaction, exceeding the overall Which? customer score by nearly 20 points. "
They continued: "Furthermore, our TrustYou data, based on more than 18,000 independent reviews on TripAdvisor and other platforms, also highlights the excellent quality of Mercure staff service, resulting in 91% of positive mentions about our service friendliness.
"The experience and wellbeing of our guests at each and every property is our highest priority."
Luckily, for those looking for a cheap hotel stay, Premier Inn came out on top in the research. It received a customer score of 78% and was rated an incredible five stars both for cleanliness and how well the description of the rooms lived up to expectations.
Guests also liked the comfort of the beds, customer service and wi-fi facilities on offer, awarding these four stars.
Premier Inn was also the second cheapest brand ranked despite it success.
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However, it did lose points for value for money as the cost of a room has risen by 35% since last year.
Premier Inn subsequently lost its Which? Recommended Provider status.
Travelodge was the cheapest brand at £78 for the average room, but those looking for a deal can bag one of 450,000 rooms going for £34.99 this winter.
However, it was only rated two stars for value for money as guests claimed the rooms were “run down”, “cramped” and “tired”.
The hotel chain scored one star for food and drink, and just two stars for the bedrooms, bathrooms, customer service, communal facilities and how well the description of the rooms matched the reality.
A spokesperson for Travelodge said: "Annually we welcome nearly 19 million customers across our 581 UK hotels with over 500 hotels achieving a high score of 4+ Dots on Tripadvisor.
"This year, we have consistently ranked 2nd for Value in the YouGov BrandIndex for Hotel & Cruises sector.
"We are dedicated to providing great value rooms and continue to invest in our hotels.
"We are sorry that the respondents from this recent Which? survey did not receive our normal high level of service.”
Small hotels including Warner Hotels and Malmaison did well in the rankings with customer scores of 77% and 76% respectively,
Warner hotels was praised for its "comfortable" rooms and "friendly welcome" by staff while Malmaison was cheered for its "fantastic service" and "luxury" experience.
Guy Hobbs, Editor of 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."
Britannia did not respond to requests for comment.
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