Warner Leisure Hotels has topped a poll of more than 6,000 Which? members who rated their experiences at UK hotel chains.
Warner Leisure Hotels achieved a customer score of 79% in the survey for Which? Travel, with Hampton by Hilton and Sofitel close behind.
Bottom of the pile was Comfort Inn, which achieved a score of only 41%, with Britannia Hotels and Travelodge getting scores of just 42% and 46% respectively.
Which? members can see the full table of results for all 34 companies in the UK hotel chains survey, including Holiday Inn, Hilton and Premier Inn.
The best places to stay
Warner Leisure’s 13 adult-only hotels, which are found on the coast or deep in the countryside, specialise in leisure breaks for two or more nights.
Hampton by Hilton is a range of 14 cut-price Hilton offshoots found in urban areas and at a few airports, while Sofitel has only three hotels in the UK – at Gatwick airport, Heathrow Terminal 5 and in central London.
Good hotels can be affordable
The three lowest scoring companies are known as no-frills chains, but Which? members also gave them low ratings for value for money.
In a snapshot price comparison of all 34 hotel chains, we found that a room booked through three of the six highest-scoring companies would be nearly twice as cheap as booking an equivalent through Comfort Inn or Britannia.
A Which? spokesperson says: ‘Our survey reveals big gaps in quality between some of the best known hotel chains in the country. The top rated hotels scored highly for customer service, cleanliness, location and a decent breakfast so it’s clear what people are looking for in a good night’s stay. Our findings show some of the no-frills hotel chains, in particular, need to raise their game and provide a better service.’
Ratings for UK hotel chains
To produce customer scores for each hotel chain, we asked Which? members how satisfied they were overall with the experience and how likely they were to recommend it to a friend.
Each hotel chain was rated on customer service, value for money, cleanliness, design and décor, location and the quality of the breakfast.