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Pub hotel group beat luxury chains in UK guest satisfaction survey

Coaching Inn Group tops Which? rankings while Britannia Hotels finishes last for twelfth year running

pub hotels UK

The group earned five stars for customer service and accuracy of descriptions.

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Ashya Rose
By Ashya RoseNov 06, 2025
Ashya Rose

Ashya Rose is a junior journalist with Eastern Eye. She covers British Asian and community news, with a primary focus on business stories on UK and Asian companies. She also writes on tech, the restaurant industry, culture and world affairs.

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Highlights

  • Coaching Inn Group scores 81 per cent customer satisfaction, beating Marriott and Hilton.
  • Wetherspoon Hotels named best value at £70 per night.
  • Britannia Hotels ranks bottom for 12th consecutive year with 44 per cent score.
A traditional pub hotel group has outperformed luxury international chains in the UK's largest guest satisfaction survey, while one major operator continues its decade-long streak at the bottom of the rankings.
The Coaching Inn Group, comprising 36 relaxed inn-style hotels in historic buildings across beauty spots and market towns, achieved the highest customer score of 81per cent among large chains in Which?'s annual hotel survey. The group earned five stars for customer service and accuracy of descriptions, with guests praising its "lovely locations and excellent food and service.
"The survey, conducted amongst 4,631 guests, asked respondents to rate their stays across eight categories including cleanliness, customer service, breakfast quality, bed comfort and value for money. At an average £128 per night, Coaching Inn demonstrated that mid-range pricing with consistent quality appeals to British travellers.
J D Wetherspoon Hotels claimed both the Which? Recommended Provider status (WRPs) and Great Value badge for the first time, offering rooms at just £70 per night while maintaining four-star ratings across most categories. Guests described their stays as "clean, comfortable and good value.
"Among boutique chains, Hotel Indigo scored 79 per cent with its neighbourhood-inspired design, while InterContinental achieved 80per cent despite charging over £300 per night, and the chain missed WRP status for this reason.

Budget brands decline

However, Premier Inn, long considered Britain's reliable budget choice, lost its recommended status this year. Despite maintaining comfortable beds, guests reported "standards were slipping" and prices "no longer budget levels" at an average £94 per night.

The survey's biggest disappointment remains Britannia Hotels, scoring just 44 per cent and one star for bedroom and bathroom quality. This marks twelve consecutive years at the bottom, with guests at properties like Folkestone's Grand Burstin calling it a total dive.

"Which? travel editor Rory Boland noted that finding hotels offering comfort, service and fair pricing has become harder as rates climb, but better brands still deliver "great experience at the right price." The survey proves that heritage, service and value trump star ratings for British holidaymakers seeking memorable stays.

pubspub hotels ukluxury hotel chainsguest satisfaction surveyhospitality
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