A UK hotel chain, dubbed the UK’s “worst” hotels by angry customers, has recorded record-high profits.
Britannia Hotels has reported record profits despite being ruled the "worst in the UK" by consumer comparison site Which? for the tenth year in a row.
The hotel chain racked up pre-tax profits of £33.3million for the 12 months to March 31, 2022, after falling to a loss of £9.5m in the prior year, according to newly-published accounts.
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Britannia Hotels, whose headquarters are in Hale, Cheshire, recorded a turnover of £117.8m, up from £38.3m, as reported by the MEN.
The figures compare to its final year before the full impact of the Covid-19 pandemic in which its turnover totalled £120.4m and its pre-tax profits were £13.7m.
Yet despite the huge profits, the chain has been inundated with negative reviews at their chain up and down the UK.
According to Lancs Live, guests at one of the chain’s Blackpool hotels described the hotel as a “Prisoner: Cell Block”.
Posting on Tripadvisor, a recent review of the hotel, identified as Nicholas H's review went as far as describing the hotel as a "hellhole".
The full review reads: "Never again. When we arrived people at reception asking for their money back and shouting. Rooms like Prisoner: Cell Block H, food only warm.
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"Walking down corridors all used plates, and glasses outside of rooms, a big hole in the wall in my wife and daughter's room. Avoid at all costs."
Another negative review of the Grand Scarborough, another Britannia-owned hotel claimed that there were human poo on the sheets, bed bugs, dated decor, and anti-social clientele.
The Daily Star reported that at the time, the Yorkshire hotel had more than 4,000 Terrible reviews. Locals alleged the hotel was nothing more than a ‘sh** hole sh** pad which should be 'closed down'.
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In one harrowing review, a one-time guest writes: “We weren’t looking for luxury given the cost however, upon entering the room it was clear that it hadn’t been cleaned awfully well.
"Pen marks and filth on the headboards, no sheets on the mattress, blood and/or faeces up the door, fingerprints all over the wall, it literally looked like a prison cell.
"Low (ish) cost or not, I wouldn’t be paid to stay in there let alone pay for the privilege. We left straight away.”
Their Manchester Sachas hotel similarly was also branded 'the stuff of nightmares' in a scathing review.
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But not all guests at the chain hotel have had such a terrible experience.
A recent review of the Norbreck Castle Hotel, from March 2023 said: "Do you know what? It did the job. The staff was helpful when checking in. The bar staff were moody. Very lively and lots of tracksuit bottoms around! Clean and did the job. Don't expect the world if you only pay 30 odd pounds as you won't get it."
Another positive review claimed the hotel was the best they'd ever stayed in when they visited the resort.
A recent guest, who stayed at the Britannia Hotel at Newcastle Airport rated their stay five stars. The review read: "Last minute decision to book a night before an early morning flight, can't really fault anything, rooms warm, bed comfortable and caught 2 hours of the happy hour in the bar, friendly staff, definitely stay again."
Another guest, who stayed at the Brittania chain in Birmingham said: "So I am not familiar with Birmingham the staff here is very kind and welcoming.
"Rooms are very good you get value for money. A big thumbs up to the hotel."
The Daily Star contacted Britannia Hotels for comment.
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