Copyright manchestereveningnews
Wetherspoons has been named one of the best hotel chains in the UK, beating the likes of Crowne Plaza, Marriott and Hilton, according to consumer champion Which?. Although better known for its pubs, JD Wetherspoon ranked fourth-best in a list of large hotel chains and was even named a Which? Recommended Provider and awarded a ‘Great Value Badge’. The consumer champion surveyed 4,631 members on hotel chains, asking respondents to rate either hotel stays at large and small hotel chains across the UK. Guests were asked to score their stays out of five stars across eight categories, including cleanliness, customer service, breakfast quality, bed comfort and value for money. Which? researchers then calculated an overall customer score by combining overall guest satisfaction and their likelihood to recommend. Large hotel chains were defined as those with more than 30 hotels worldwide. The only chain to be awarded both a Which? Great Value badge, as well as a WRP for the first time was J D Wetherspoon. At just £70 for an average night's stay the chain received 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”. Join the Manchester Evening News WhatsApp group HERE The Coaching Inn Group topped the list, with a customer score of 81 per cent. The group of 35 relaxed inn-style hotels are often historic buildings located in beauty spots or market towns where they aim to be ‘the best venue in town’. The chain scored a full five stars for customer service and for the description matching reality. While the chain’s average room price of £128 was not the cheapest, the four out of five stars respondents rated it for value for money shows it is worth spending a few pounds extra on. Coaching Inn was one of two Which? Recommended Providers (WRPs) to earn four stars for value for money. One customer summed this up by saying the group was “a very good mid-price range chain that does all the basic things well”, another commented on the chain's “lovely locations and excellent food and service.” Coming in second place was Intercontinental with a high customer score of 80 per cent. Customers rated the hotel chain five stars in most categories apart from value for money where it only managed two stars, Which? found it was over £300 on average for a one night stay. For this reason the chain missed out on WRP status. Sofitel also impressed guests; the chain was given a 78 per cent customer score and a full five stars for bed comfort and cleanliness. However, with rooms at around £280 a night on average, it also fell down on crucial value for money and therefore missed out on WRP status. One large hotel chain that slipped down the table and has this year lost its WRP status is Premier Inn. While customers still consider its beds some of the most comfortable in the survey and it managed a score of 73 per cent, some guests told Which? that 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. 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." Meanwhile Britannia received a poor customer score of 44 per cent and scored just one star for the quality of bedrooms and bathrooms - marking the twelfth consecutive time the chain has come bottom of the consumer champion’s survey for large chains. One Britannia customer at the Grand Burstin Hotel in Folkestone called the hotel a “total dive”. Another said they had three nights booked but left after one because of the poor service, room and food. A Travelodge spokesperson told the M.E.N that a multi-million pound refit programme is underway, with around 65 per cent of rooms retrofitted. The re-fit includes a re-designed reception, next generation rooms and an upgraded bar café in our new 85 Bar Café design. It pointed out that over 96 per cent Travelodge hotels are now rated four dots or above on Tripadvisor and 369 hotels received a Tripadvisor Traveller’s Choice Award, up 45 on the previous year. The M.E.N has contacted Britannia, Days Inn, Ibis Budget, and Village Hotels for a comment. Which? also asked customers to rate their stays at smaller hotel chains. Five smaller hotel chains earned Which? Recommended Provider endorsements and another two were named Great Value providers. Top of the list were Andrew Brownsword and Brend Hotels, which both received a joint highest score of 83 per cent. Andrew Brownsword hotels spans 12 locations, including manor houses and castles in Dartmoor, Bath and Chelsea and scored five stars in most categories. It managed four stars for value for money, even though rooms were £272 per night for an average stay. One guest commented: “Their service is very considerate and the rooms are clean and comfortable” Meanwhile the family-run Brend Hotels, located in the West Country, also scored five stars for most categories, with four stars for quality of bedrooms and bathrooms and value for money reflecting the £244 average price per night. Guests complimented the clean rooms, good food and customer service, one said they "couldn't wish for anything better”. 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. “The good news is we’ve found that whether you’re after a boutique stay in the Brecon Beacons or a budget break in Broughty Ferry, travellers can still get a great experience at the right price by staying with better brands.” For more of the latest What's On news, click here.
