UK’s worst hotel chain revealed – and it has several branches in Lancashire
A hotel chain with multiple locations in Lancashire has been named the UK’s worst for the ninth year in a row.
According to the survey of over 2,600 people by consumer group, Which?, Britannia was ranked at the bottom of the rankings for customer satisfaction.
It received an average customer score of just 49% and scored poorly on categories such as cleanliness, bathrooms, and value for money.
More than half (51%) of Britannia guests surveyed said they encountered a problem during their stay, with cleanliness being the most common issue.
The chain has been rated one out of five stars for bathrooms and two stars for seven other categories such as cleanliness, customer service and value for money.
The chain has 61 hotels across Britain, including four near Blackpool: Norbreck Castle, the Grand Hotel, the Metropole and the Savoy.
These hotels have received mixed reviews on Google and guest ratings.
According to reviews, the Grand Hotel has the best average rating (3.5) with the other hotels ranging from 2.8 to 3.0 out of five.
Some of the reviews left complained about the cleanliness and “dated” furnishings of the hotels.
One person wrote of Norbreck Castle: “What a filthy, disgusting hotel. We stayed just long enough to see the room. It was dated very dirty and moldy.
Another said: “I don’t expect everything to be first class. My bedside lamp was dodgy and I had no towels. However they have all the facilities you need, very local shops, the staff try their best and are mostly helpful.
One reviewer said the Metropole Hotel was the “worst [they] never visited.
They added: “Everything is old, worn and falling apart. His rude and incompetent staff didn’t help.
“I literally wouldn’t stay here if you paid me!”
Another reviewer said their room at the Grand Hotel was “dirty”.
They added: “The carpet and walls were stained all over and smelled terrible.
“Standing water in kettle and very poor facilities, heard everything from rooms around us. The pictures are completely misleading, I would like to read the reviews first.
Mercury was also misclassified in the Which? survey.
The average customer score was only slightly higher than Britannia’s at 52%, with many customers observing that its standards have dropped.
One consumer said the chain’s hotels are “not as smart as they used to be” and have “poor quality properties”.
It has only been rated two stars for cleanliness, rooms, bathrooms, common areas and value for money.
Mercure guests surveyed paid an average of £114 for one night.
A Mercury spokesperson said: “We are surprised to see our position in this survey, it does not reflect the high level of customer experience we seek and we will take action to address these comments.
“The experience and well-being of our guests in every property is our top priority. The BDRC Hotel Guest Survey in 2021 ranks Mercure among the best midscale brands for excellent standards of cleanliness and safety, a superior quality bedding and a brand that values its customers.
“We pride ourselves on delivering consistent quality and standards and providing a great night’s sleep, while offering great value for money, as your reader notes.”
Although not specifically mentioned in the report, Mercure has a hotel subsidiary in East Lancashire: Dunkenhalgh Hotel and Spa in Clayton-le-Moors.
This hotel has a 4.1 rating on Google Reviews.
One person wrote: “The place is falling apart. Riddled with humidity. Finally got a room we felt safe in.
Another said: “I’ve stayed at a few Mercure hotels over the years but never had an experience as bad as this.
“Good size room and large comfy bed but photos show damaged shower, peeling ceiling paint and broken door lock.
“Throughout the hotel there were damp spots on the ceilings and walls which was a bit worrying too.
However, other reviewers had more positive things to say.
One person said, “The room was wonderfully designed and decorated.
“The heater didn’t work, but they gladly brought a portable heater to the room as the reception staff didn’t know how to get them to work.
Another said: “Absolutely fantastic hotel! Me and the girls had the spa with treatment, dinner at the hotel restaurant and bed and breakfast, we have no complaints. The hotel is beautiful, the rooms were beautiful very clean and everything”
Speaking of the Dunkenhalgh, a spokesperson said: “In 2020, a major multi-million pound investment was made at Mercure Blackburn Dunkenhalgh, completely redesigning the hotel, with 175 new bedrooms, 14 meeting rooms, an impressive new restaurant, bar and reception area. Customer feedback has been overwhelmingly positive.
See the full list of the highest and lowest rated hotels on Which? website
Britannia Hotels has been approached for comment.