Milo was taken back by the lack of windows (Image: undefined)
There aren’t many hotels charging £10 extra for windows or appearing completely deserted during the week before Christmas. And there’s only one hotel chain crowned Britain’s worst for 12 consecutive years.
To sample such experiences, you need to book yourself into a Britannia.
The chain has achieved legendary status. Half a century after launching its inaugural property, the Country House Hotel in Didsbury, Manchester, it has expanded to roughly 60 establishments nationwide before acquiring Pontins.
Yet its journey hasn’t been entirely triumphant. Britannia has faced considerable criticism over the years for (according to numerous dissatisfied guests at least) transforming formerly magnificent buildings into grimy, disagreeable and uncomfortable establishments that fail to deliver value, even at their budget-friendly rates.
My initial encounter with Britannia occurred in 2022, during those euphoric post-lockdown months, when I travelled by train to Bournemouth for a stay in a hotel now converted to accommodate asylum seekers. The jammed windows and overpowering paint fumes guaranteed a sweltering and uncomfortable night, whilst the empty outdoor pool, abandoned underwear in the courtyard and scattered nitrous oxide canisters reinforced the pervasive atmosphere of neglect.
With those scenes fresh in my mind, I approached my visit to the local Britannia with considerable apprehension, wondering if the UK’s worst-rated hotel chain had turned things around.
Britannia Hampstead proved depressing, though in contrasting ways to its coastal counterpart. Below is an assessment of its core features, measured against a recent stay at The Manor in Blakeney, North Norfolk.
The Manor belongs to the Coaching Inn Group, which Which? readers crowned Britain’s finest large hotel chain of 2025, whilst Britannia languished at the bottom. Here’s what distinguishes excellence from mediocrity.
Have you had a memorable hotel stay, either good or bad? Email webtravel@reachplc.com
The room was very minimalist (Image: undefined)
Atmosphere
During my time in Bournemouth, there was considerably more activity. The hotel had some semblance of life—I could tell because arguments between couples and other guests’ television programmes were audible through the walls. This time, I’d have welcomed even the faintest background noise. The six-storey London property, large enough to accommodate a 350-person conference suite, felt utterly deserted.
The fairy lights twinkled, but the place was essentially vacant.
By comparison, The Manor radiated energy. Despite being roughly an hour’s bicycle ride from the nearest railway station, it bustled with activity even during November’s quietest period, exuding friendliness and warmth.
Staff members were eager to converse, as were patrons gathered at the bar, savouring special breaks away or enjoying what functioned as their neighbourhood watering hole.
Rooms
It’s certainly not going to win any prizes, but my room in the Hampstead Britannia was much nicer than the Bournemouth one. In Bournemouth, a singular dead fly lay on the windowsill next to a deeply stained armchair.
A screw stuck out from a picture frame. For several hours, I was unable to illuminate the room, as all but the bathroom lights were out of action, leaving us with the deafening extractor fan, until a cheery man on reception explained that the central electricity switch was hidden beneath the kettle.
In North London, the room was just… a bit bland. It was so clean that my UV torch found absolutely nothing.
I can only assume that the strong stench of cleaning fluids had something to do with that. The furnishings were old and mostly brown, but inoffensive.
At times during the night, the lack of windows made me wonder if I was in prison. But I slept, woke and then jailbroke to tell the tale.
Over in Norfolk, it’s a different story. The Manor has 36 rooms, the cheapest of which can be booked for £99 next week.
It is classic budget hotel fare, albeit of the quality end of the spectrum. A comfortable double bed, a medium-sized TV, and a well-decorated bathroom. Everything is solid, clean and cheerful.
Staff
As the sole guest at the Britannia hotel that evening, I’ve few genuine gripes about the team. They appeared pleasant enough, albeit somewhat preoccupied when I spoke with them. The receptionist didn’t appear entirely certain why the restaurant and bar had shut. Beyond that, my dealings with staff were confined to them glancing at me inquisitively whilst I read my book in the deserted foyer.
By contrast, at the Manor, it’s entirely about the team. Numerous members have worked there for considerably more than a decade.
Roughly half appear to belong to the Hill family, including Tore, Karen, Sophie and Wayne. They were all available at different moments throughout my visit to guarantee everything was properly arranged and to provide recommendations about the surrounding district.
For myself, and the talkative returning guests who addressed staff by their first names, such hospitality is a significant advantage. It changes the hotel from simply accommodation and dining for the evening, to somewhere welcoming that you wish to remain.
Location
This ought to be amongst Britannia’s advantages. In my view, its guests endure a substandard experience due to the ease of stumbling back to a city centre establishment following a business trip or bachelor party.
The Hampstead hotel provides nothing of the sort. It’s neither sufficiently close to the Heath nor Camden to be genuinely in either location, and it’s quite a considerable trek from the heart of town.
I can only envisage the letdown of holidaymakers who failed to conduct an adequate investigation prior to making their reservation. On the contrary, Blakeney is a charming location.
Just a stone’s throw from the hotel entrance is the River Glaven, meandering through the National Nature Reserve. The nearby Blakeney Point is famous for its seal colonies, with Beans Boat providing guided tours all year round.
Most Coaching Inn Group hotels are situated in similarly picturesque and secluded rural spots.
Price
According to its website, windowless rooms at the London Britannia start from £55. However, mine was nearer to £90 including breakfast. If I’d chosen the much-desired window option, it would’ve reached the £100 threshold.
The average price of a room at the Manor is £128. While this isn’t exactly a bargain, in the Which? survey, the hotel was one of only two to achieve four out of five stars for value for money.
The other was Wetherspoons. I visited the Spoons Hotel in Canterbury in November, where an overnight stay can be yours for just £55 and the average price is £70.
The hotel has not been ranked well (Image: undefined)
In my opinion, Spoons easily wins the award for best value, with the Coaching Inn Group trailing closely behind. Britannia, however, offers very little for what is a substantial price tag. The average cost across all its hotels is £84, according to Which? . Even in today’s money, that’s disappointing.
The verdict
Nothing about my stay at the Britannia convinced me that it’s improving or likely to lose its unwanted ‘worst in class’ title anytime soon. I’m confident it’ll secure the bottom spot for a thirteenth time next year.
Britannia’s strategy appears to involve acquiring prestigious historic properties and offering rooms at budget prices. Given the scale of these buildings, upgrading them to contemporary standards would represent a substantial and uncertain investment.
It’s likely the company’s leadership has calculated that maintaining minimal expenditure is preferable, even if profit margins remain static. The outcome is a chain of numerous deteriorating properties that routinely disappoint guests.
By contrast, Coaching Inn Group demonstrates how it should be done. For practically identical rates, guests can enjoy one of its delightful hotels in cosy, well-appointed rooms, served by staff who appear genuinely committed to their roles.
Frankly, there’s simply no comparison.
Britannia has been contacted for comment.
This story originally appeared on Express.co.uk
