February 2022
Featured in this insight: Culture, heritage & leisure
Premier Inn ranks top hotel chain in Britain, with an average customer score of 79%: A recent survey of the hospitality industry has revealed that when it comes to satisfaction, customers gave Premier Inn an average score of 79%, making the company the most popular big hotel chain in the UK.
The study by Which? polled over 2,300 members of the public from July 2020 to October 2021, and asked them to rank the hotels in many areas, including bathrooms, cleanliness, and value for money. The survey also looked at a range of hotel chains, with 24 large and 6 small chains being observed.
Although Premier Inn was ranked as the best hotel chain, the smaller chain, Hotel du Vin, achieved an average customer score of 80%; with both hotels costing an average of £150 for a one-night stay.
For the ninth year in a row, Britannia Hotels ranked as the worst hotel chain in the UK with an average customer satisfaction score of 49%. Furthermore, four in ten of those surveyed had visited a Britannia hotel with 51% saying they had encountered an issue during their stay; cleanliness being the most common problem.
Mercure hotels were ranked just above Britannia with an average customer rating of 52%. However, like Britannia, they received a two-star rating for cleanliness alongside bathrooms, communal areas and value for money.
Rory Boland, travel editor for Which? said: “The impressive, budget-friendly Premier Inn is our pick of the large chains, and Hotel du Vin offers high quality stays in interesting locations.
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