Britannia Hotels has been named the UK’s worst hotel chain for 12 consecutive years by Which? So I decided to book a stay at Britannia Hampstead to see if it really is as bad as everyone says
The Britannia Hotel in Hampstead
There aren’t many hotels that slap a £10 charge on opening windows or appear completely deserted in the run-up to Christmas. And there’s just one hotel chain that’s been crowned the worst in Britain for 12 years running.
To sample such treats, you need to book yourself into a Britannia.
The chain has become the stuff of folklore. Half a century after launching its first property, the Country House Hotel in Didsbury, Manchester, it has expanded to roughly 60 locations spanning the UK before acquiring Pontins.
Yet, the tale isn’t entirely rosy. Britannia has faced severe criticism over the years from disgruntled guests who claim it has transformed once-magnificent buildings into grubby, disagreeable, and uncomfortable accommodation that fails to deliver value, even at rock-bottom prices.
My initial encounter with Britannia occurred back in 2022, during those heady post-lockdown months when I caught the train to Bournemouth to stay at a hotel that has since been converted to accommodate asylum seekers. The jammed-shut windows and overpowering paint fumes made for a sweltering and clammy evening, whilst the empty outdoor pool, abandoned underwear in the courtyard, and scattered laughing gas canisters only heightened the overwhelming atmosphere of abandonment, reports the Mirror.
Have you had a memorable hotel stay, either good or bad? Email webtravel@reachplc.com
READ MORE: Everything on the menu at new Wetherspoons – and how it compares to classicsREAD MORE: Airline with the most UK complaints revealed and it’s not Ryanair or easyJet
With those troubling images fresh in my mind, I approached my local Britannia with considerable apprehension, eager to discover whether Britain’s most criticised hotel chain had made any improvements.
It hadn’t.
The Britannia Hampstead proved to be a dispiriting experience, though in distinctly different ways to its coastal sister property. Here’s how it stacked up against a recent stay at The Manor in Blakeney, North Norfolk. The Manor belongs to the Coaching Inn Group, which Which? readers crowned the UK’s best large hotel chain of 2025, whilst Britannia languished at the very bottom. This is what distinguishes excellence from mediocrity.
Atmosphere
During my Bournemouth expedition, there was considerably more activity. The hotel felt inhabited.
I was acutely aware of this because I could hear bickering couples and other guests’ television programmes seeping through my bedroom walls. I’d have gladly welcomed even the faintest sounds of human presence during this visit.
The six-floor London establishment, spacious enough to accommodate a 350-capacity conference suite, felt utterly deserted. The fairy lights twinkled away, yet the place seemed abandoned entirely.
By contrast, The Manor radiated energy. Despite being a solid hour’s bike ride from the nearest railway station, even during the depths of November, it bustled with life, warmth and friendliness.
Staff members were keen to engage in conversation, as were the patrons gathered at the bar, savouring special weekend breaks or enjoying a swift beverage in what doubled as their neighbourhood watering hole.
Accommodation
My stay at the Hampstead Britannia, while not award-winning, was a marked improvement from my experience in Bournemouth. In Bournemouth, I was greeted by a lone dead fly on the windowsill and a heavily stained armchair.
A protruding screw from a picture frame added to the room’s charm. For several hours, we were left in the dark as all lights, except for the bathroom’s, were non-functional. The only source of noise was the ear-splitting extractor fan until a friendly receptionist revealed that the main electricity switch was cunningly hidden beneath the kettle.
In contrast, my North London accommodation was simply… uninspiring. It was so spotless that my UV torch couldn’t detect a speck of dirt.I suspect the overpowering smell of cleaning products played a part in this. The decor consisted of dated, predominantly brown furniture, but it wasn’t offensive.
At times during the night, the absence of windows made me feel like I was serving time. However, I managed to sleep, wake up, and escape to share my story. Meanwhile, over in Norfolk, the situation is quite different. The Manor boasts 36 rooms, with the most affordable option available for £99 next week.
It offers typical budget hotel amenities, but with a touch of quality. There’s a cosy double bed, a decent-sized telly, and a tastefully decorated bathroom. Everything is sturdy, clean, and inviting.
Staff
Regarding the staff at the Britannia hotel that evening, I honestly can’t grumble too much. They appeared pleasant enough, though perhaps somewhat preoccupied during our brief exchanges.
The person on reception couldn’t quite explain why the restaurant and bar had shut up shop. Beyond that, my contact with employees was largely confined to curious glances thrown my way as I sat with my book in the deserted foyer.
By contrast, the Manor is entirely staff-focused. A significant number have clocked up well over a decade of service there.
Roughly half appear to belong to the Hill family, including Tore, Karen, Sophie and Wayne. Throughout my visit, they were consistently available to check everything was as it should be and to share local knowledge.
For myself, and the talkative regulars who greeted staff by their first names, this genuine friendliness is a huge selling point. It elevates the establishment from merely somewhere to kip and grab dinner, into a welcoming retreat where you actually want to spend time.
Location
This ought to be where Britannia excels. In my view, guests put up with substandard accommodation because of the ease of stumbling back to a city centre location following a work trip or lads’ weekend.
The Hampstead property delivers none of that convenience. It’s not close enough to either the Heath or Camden to genuinely claim either neighbourhood, and it’s an absolute trek from central London.
I can only picture the letdown awaiting tourists who hadn’t done their homework before making a reservation. Blakeney, by contrast, is a delightful destination.
The hotel sits just metres from the River Glaven, which meanders through the National Nature Reserve. The nearby Blakeney Point is famous for its seal colonies, with Beans Boat providing guided tours year-round.
Most Coaching Inn Group hotels occupy similarly picturesque and secluded rural settings.
Price
According to its website, windowless rooms at the London Britannia start from £55. However, mine came to nearly £90 including breakfast. Had I chosen the coveted window option, the cost would’ve reached the £100 mark.
Rooms at the Manor average £128 per night. Whilst that’s hardly bargain-basement, the Which? survey saw the hotel achieve four out of five stars for value for money – one of only two establishments to do so.
The other was Wetherspoons. I stayed at the Spoons Hotel in Canterbury last November, where overnight accommodation costs just £55, with an average price of £70.
Spoons comfortably wins the value crown in my opinion, with Coaching Inn Group trailing close behind. Britannia, though, delivers precious little for what represents a substantial price tag.
According to Which?, the average room rate across all its hotels stands at £84. Even in today’s money, that’s disappointing.
READ MORE: UK’s most complained about airline – and it’s not Ryanair, easyJet or BAREAD MORE: UK’s best town for 2026 is in the North West but it’s not Manchester or Liverpool
The verdict
Nothing during my Britannia stay persuaded me that it’s improving or likely to shake off its unwanted ‘worst in class’ reputation any time soon. I’m confident it’ll claim the bottom position for a thirteenth consecutive year.
Britannia’s business model appears to involve acquiring impressive historic buildings and offering rooms at budget-friendly prices. Given the sheer scale of these properties, undertaking comprehensive modern refurbishments would represent a substantial financial gamble.
It seems the company’s leadership has calculated that maintaining minimal overheads is preferable, even if profit margins remain modest. The consequence is a chain comprising numerous dilapidated establishments that routinely disappoint guests.
By contrast, Coaching Inn Group demonstrates how things should be done. For virtually identical rates, guests can enjoy stays at its delightful properties, complete with cosy, welcoming rooms and employees who appear genuinely passionate about their roles.
Frankly, there’s simply no comparison between the two.
Britannia has been contacted for comment.