The Britannia Hotel in Coventry, part of a group repeatedly named Britain's worst hotel chain, offers an experience described as akin to a "dirty prison cell." An investigative report details a stay at the £49-a-night establishment, highlighting issues ranging from the building's exterior to the room's amenities and dining services.
The Britannia group, which operates 64 hotels across the UK, has been named the worst hotel chain for the 12th consecutive year by consumer research group Which?. The Coventry location's exterior is characterized as "unremittingly grim," a "dirty concrete jungle."
Upon arrival, guests may encounter unhelpful staff and a tense atmosphere. Signage at the reception desk includes warnings about 24-hour audio and video surveillance and a "no chip and pin" policy for check-ins. The inspector was assigned to room 521, accessed via a "grubbiest of lifts."
Room Conditions and Amenities
Despite the low price point, the room failed to meet basic expectations. Issues included a bath panel hanging loose, a flickering ceiling light, a dangling shower attachment, and windows so dirty they were obscured. The room was equipped with only one bedside lamp instead of two, a minuscule bottle of water, and a mattress that offered little comfort. The bed frame creaked audibly.
Dining and Service
The hotel's restaurant, Bentley's, presented further challenges. A lack of available food was reported due to a recent coach party, and payment was required at reception before dining. Staff interactions at reception were described as surly and unhelpful. When the inspector attempted to get dinner, a stand-off occurred between a receptionist and the chef before the chef eventually allowed the guest to serve himself from the buffet.
The buffet offered roast gammon, fishcakes, roast potatoes, mashed potatoes, and broccoli described as "criminal" for its lack of color and soggy texture, accompanied by gravy with the consistency of treacle. Later, at breakfast, the restaurant manager informed the guest that breakfast was not included in the "room only" rate, requiring a separate payment at reception and a return with a receipt. Coffee was offered as instant Nescafe from a sachet. Fried eggs swimming in fat and baked beans with a crust were also noted on the buffet.
Ownership and Investment
The owner of the Britannia group, Alex Langsam, 87, is reportedly worth £400 million. His parents were refugees from Vienna, and Langsam founded Britannia nearly 50 years ago. In 2011, he acquired Pontins. An interview from 2011 quoted Langsam stating his company's record of adopting "neglected properties" and making "the necessary investment to restore them to their former glory." However, the report suggests the Coventry hotel shows no signs of such investment, appearing neglected for decades.
Attempts to obtain a comment from the head office in Manchester regarding the Which? report were met with instructions to submit an email, with no further response provided.