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Consumer group Which? has ranked hotels based on customer feedback – with pub chain Wetherspoons given a ‘great value’ gong and Premier Inn losing Recommended Provider status as it slips down the list

The Britannia Hotels chain has been ranked the worst place to stay for the 12th year running in a poll, as Wetherspoons beat Premier Inn and took home the ‘top value’ prize.

Consumer group Which? gave Britannia, with more than 60 sites, a lowly customer score of just 44%. It managed just one star out of a possible five for the quality of its bedrooms and bathrooms.

One Britannia customer at the Grand Burstin Hotel in Folkestone, Kent, described witheringly as a “total dive”. Another said they had three nights booked but left after one because of the poor service, room and food.

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Britannia’s chain include a number of historic and landmark hotels. They include Liverpool’s famous Adelphi, which scores just 2.6 out of possible five on Tripadvisor as the website says guests “frequently cite noise issues due to thin walls”. Britannia’s Grand Hotel in Scarborough gets an even lower 2.4 on Tripadvisor, which says rooms are “basic and dated, with mixed reports on cleanliness.”

The firm’s hotel in London’s Docklands has been the scene of protests amid reports it was being used to house asylum seekers. It has been given a score of 2.8 on Tripadvisor. The Britannia group is controlled by tycoon Alex Langsam, who also owns holiday camp Pontins and was criticised after its Southport’s site sudden closure in early 2024.

The Mirror confronted Mr Langsam at the time at his 10-bedroom mansion in Cheshire. But when asked if he had anything to say to the workers who left in tears, he claimed: “It’s nothing to do with me, I am nothing to do with Pontins.”

Top in the Which? large hotel category was a pub chain with 35 inns. The Coaching Inn Group received a customer score of 81%, with “often historic buildings located in beauty spots or market towns where they aim to be ‘the best venue in town’.”

Pub giant JD Wetherspoon, which has over 50 hotels across the country, was also praised. It came fifth and was the only chain to be awarded a Which? Great Value badge. At just £70 for an average night’s stay, Wetherspoons got four stars for value for money and the majority of other categories, including customer service. One guest commented that the hotel was “clean, comfortable and good value”.

It came above Premier Inn, which slipped to seventh in the large chain table, and lost the Which? Recommended Provider status. While customers still ranked Premier Inn’s beds as some of the most comfortable in the survey, some guests told Which? their stay wasn’t good value and suggested that standards were slipping.

One guest said that “Premier Inn has lost its way. Prices no longer budget levels and service is no longer a priority”. An average night’s stay is £94. Rory Boland, Editor of Which? Travel, said: “A night away should be a real treat but with hotel prices climbing, finding a hotel chain that consistently offers comfort, good customer service and a charming location at a fair price has become harder. “

A spokesperson for Premier Inn said: “At Premier Inn we help millions of people have a great night’s sleep and sell over 20 million room nights every year to families, leisure and business guests. We’re pleased that the 2,746 Which? members who answered for Premier Inn as part of this summer survey awarded us five stars for bed comfort and that they also rated our customer service and cleanliness highly.

“Whether it’s our estate-wide roll-out of brand new, high-quality beds all with a choice of soft or firm pillows, providing relaxing shower products in every room or keeping our food and drink menus updated with new offers to tempt and excite customers, we’re continually investing in our guest experience. We are always looking to improve and welcome comments and feedback– indeed we actively seek them through our own customer surveys. We will certainly pay special attention to address anything that feedback suggests we need to.”

Britannia Hotels was contacted for comment.

IT’S that time of year again where it’s cosy pub season – and one UK spot takes it to the next level with an extravagant Christmas display.

The Churchill Arms in Kensington, London may just be the most Christmassy pub in the country.

Each year it glows with over 22,000 lights over the festive period and is adorned with 80 Christmas trees.

This isn’t the most Christmas trees the pub has boasted, though – back in 2019 the pub featured 105 trees, which were dedicated to the NHS.

And if you head there on November 13 at 6pm you can watch the lights get switched on.

During the event, guests can grab some mulled wine and mince pies.

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The pub’s Christmas menu includes lots of Thai dishes such as Jungle Curry for £14, which features coconut milk and vegetables cooked in Thai herbs.

Alternatively, you can grab some chicken wings for £7.50.

For dessert, a classic apple pie will set you back just £5.25.

When it comes to having a tipple, you can expect everything a normal Fuller’s pub would have, including craft lager and seasonal ales.

During the period the pub’s tables are first-come, first-served and the restaurant is walk-in only.

The pub was built back in 1750, making it one of the older pubs in London.

Plus, the pub has even had some notable visitors, including Winston Churchill‘s grandparents – which ultimately led to the pub being called what it is today.

And inside guests can look up to the ceiling which is full of items from the world wars and lots of garlands.

On the walls there are evening newspapers, such as an old copy of the Daily Mail with the headline ‘Stalin Attacks Churchill’.

There are multiple different areas to explore too, including one section with lots of hanging plants and another cosy area with a fireplace.

Look out for a small plaque ’round the back of the pub as well, which is dedicated to Gary O’Brien who was the pub’s landlord for 32 years before retiring in 2017.

It isn’t just Christmas when the pub has a spectacular display either.

In the summer, the pub is known for its extravagant flower displays which have even resulted in the spot becoming a Chelsea Flower Show winner.

One recent visitor said: “Such an adorable spot.

“We grabbed two pints of some tasty raspberry cider just to try out the place and it was very busy on a midday Friday.”

Another added: “Cool Christmas lights, definitely gets you in the festive mood.”

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Many people from the UK will have stayed at a Premier Inn, but one guest shared her experience staying at one of the company’s East Midlands hotels, including something she didn’t expect

Premier Inn is a popular budget hotel brand in the UK and can be recognised by its signature purple and white colour scheme. Most of the hotels have similar features, like the room layouts, but one location stood out to a hotel guest.

Kerri, a mum from Norfolk who works in the travel industry, recently stayed at the Premier Inn Derby City Centre Riverlights hotel and was surprised by one thing. Turning to TikTok, she said: “Well, this is new for a Premier Inn. I’ve got a room that I’ve never had before and I’ve stayed in so many Premier Inns I’ve actually lost count.”

The hotel guest first showed viewers the courtyard she could see outside of her room with potted plants growing in the middle hanging on a wooden structure, which she found “strange for one.”

She was also surprised to see tiles on the floor in and near the bathroom and discovered that when you close the bathroom door, it opens the wardrobe.

What Kerri really didn’t expect, however, was the long walk to her car from the hotel room.

The travel worker had to go down a number of corridors and through several doors to get out of the hotel and once she got out, she had to walk around the hotel, cross the road, go under a bridge, walk up some steps into the Derbion Shopping Centre, down some more corridors and down some steps into the basement car park where her car was.

At the end of the video when she finally made it to her car, she playfully said: “Let’s just say the last thing you wanna do is forget something in your car if you’re staying in the hotel. That takes forever.”

In the caption of her post, she wrote: “It’s a long a** walk to your car staying at this Premier Inn!

“Plus side – you get your steps in and it’s a great location for the mall!”

Premier Inn Derby City Centre Riverlights, located near the River Gardens, doesn’t have on-site parking but guests can park their vehicles at the nearby Derbion Basement Centre Car Park for a discounted rate of £8 for 24 hours by registering at reception.

It takes about 10 minutes to walk to this car park from the hotel. Kerri’s TikTok video has garnered thousands of views, hundreds of likes and more than 70 comments.

One user sarcastically said: “Omg the trauma.” Another added: “Haha I know Derby when I see it, I was a student there and it’s probably because the city centre is very pedestrianised and it’s just a bit of a pain to drive round.

“Car parks have always been scarce.” Someone who stayed at a different Premier Inn commented: “It’s like this for the Cardiff Queen Street Premier Inn – we have got lost so many times walking from the car park to the hotel.”

A spokesperson for Premier Inn told the Mirror: “Our Riverlights hotel is in a fantastic location right by the Derby river gardens and due to its central location, as indicated on our website when booking, there is no onsite carpark.”