The best and worst international hotel chains have been revealed, and it is the lesser-known Spanish brands, Iberostar, Paradores and Riu, that top the table, with France’s Campanile languishing at the bottom.
The brands occupy the first and last positions in a ranking of 37 participants prepared from a Which? survey of more than 2,000 members. They were asked about their experiences staying at international hotel brands over the past year and asked to rate their stays five stars based on 10 criteria including cleanliness, bed comfort, customer service and value for money.
Customer scores were calculated based on overall satisfaction and likelihood to recommend the brand.
Which? said its survey revealed how household names “can’t always be trusted to deliver the best experience”, with four Hilton-owned brands in the bottom half of the table, along with brands such as Wyndam, Holiday Inn and Ibis Budget.
The Campanile chain, common near airports, motorways and various urban centers throughout Europe and beyond, and well distributed in France, comes in last place with a score of 57 percent.
Revealing information about the survey results, which ones? comments: ‘On average, a double room costs £64 – one of the cheapest average room rates of the brands surveyed – yet despite its budget prices, the chain only received a two-star rating for value for money -price.
“It also scored just two stars in other key categories, such as cleanliness, bathrooms, bedrooms, public areas and decor, with one respondent calling the rooms ‘basic.’
However, the brand is not to everyone’s taste: one respondent said it “did what it said on the tin” and another declared its properties were “ideal for an overnight stop.”
The best and worst international hotel chains have been revealed, and it is lesser-known Spanish brands Iberostar, Paradores and Riu that top the table, with France’s Campanile languishing at the bottom.
Iberostar (their Barcelona property above) was praised by Which? members for offering ‘first class’ customer service
Hampton by Hilton is the second-lowest scoring brand, with a customer score of just 58 percent, and in the bottom half of the table it joins Hilton-owned brands Doubletree (61 percent), Hilton Garden Inn (62 percent) and Hilton (68 percent).
Which? reveals: ‘Hampton by Hilton received just two stars in five of the ten categories assessed, including value for money, bathrooms, food and drink, common areas and décor, and how well the description matched reality.
‘One respondent reported that the hotel they stayed in was “generally run down”, while another said the food was “relatively basic and poor”. Despite this, the brand performed better in other areas, including a four-star rating for cleanliness and bed comfort, with one guest describing their room as “clean and comfortable.”
Close behind Hampton by Hilton and third from the bottom is Wyndham, with a customer score of 60 percent.
Which? comments: ‘The brand received its lowest rating of just two stars for food and drink, with one customer describing the breakfast offering as “basic” and another complaining about a “noisy, crowded dining room.” It received a combination of three and four stars in the remaining categories, including four stars for cleanliness, bed comfort and bedrooms.’
At the other end of the table, Iberostar, Paradores Hotels and Riu tie for first place with a customer score of 85 per cent, with Which? revealing that all three received the ‘prestigious’ Which One? The Recommended Supplier category, while Iberostar and Paradores Hoteles also achieved the Great Value distinction.
The consumer advocate adds: ‘Originally founded by a family of artisan shoemakers from Mallorca, today the Iberostar hotel empire has more than 100 four and five star properties in Europe, Africa and America.
‘All-inclusive beachfront hotels are the core of their portfolio, with activities such as yoga and paddle boarding, plus poolside cocktails, all included in the price.
The Paradores hotels (a Malaga property above) have been praised for their “large, historic buildings.”
Hampton Inn by Hilton is second to last in the ranking with a guest score of 58 percent.
The Campanile chain comes in last place with a customer score of just 57 percent
“The brand achieved an impressive run of five and four-star ratings from respondents, with many saying they would be eager to return, praising the “first-class” customer service and “beautiful” grounds.”
Riu proved to be “equally impressive” with Which? commenting: ‘Another family business started in Mallorca, it also received a set of five and four star ratings, including five stars for its locations, which range from a private island in the Maldives to a saltwater lagoon filled with exotic birds in Gran Canary.
‘Its food and drink also wowed, with five stars awarded for high-quality buffets and specialty restaurants offering everything from steak to sushi. Throughout, respondents were effusive, describing the stays as “fabulous,” “exceptional,” and “excellent.”
Paradores, for its part, “turned out to be the best option for a cultural stay in Spain.”
Which? comments: ‘These state-owned hotels are located in some of the country’s grandest and most historic buildings, with accommodation available in unique properties including restored castles, palaces and even monasteries.
‘Although their prices can vary depending on location, we found excellent historic properties in the Paradores portfolio for as little as £100 per night, earning them a great value recommendation.
The brand received an impressive run of five and four star reviews, with tourists praising the “excellent service, great food and fantastic buildings”.
Other brands with better scores that achieved Which? Recommended Provider status included Relais & Chateaux with a customer score of 84 percent, Pestana and Leading Hotels of the World tied at 83 percent, and Melia Hotels with a customer score of 80 percent. Logis Hotels (81%) were awarded the Great Value badge, with an average price per night of just £108.
Wyndham criticized by respondents for offering ‘basic’ breakfast
Rory Boland, editor of Which? Travel, said: ‘Our survey found that smaller, family-owned brands often outperform bigger names when it comes to delivering exceptional holidays, with Spanish brands dominating the top of the table.
“Family businesses such as Riu and Iberostar impressed guests with their excellent customer service, excellent food and drink and beautiful locations, while state-owned Paradores hotels proved popular for their unique heritage properties.”
An Ibis Budget spokesperson said: “We are surprised to see our position in this survey, which does not reflect the standard of guest experience we strive for.” We will take steps to address these comments.
‘Our guest feedback, based on more than 9,000 reviews so far in 2024, puts Ibis’ budget at approximately 80 percent on key customer touchpoints, including staff, cleanliness and customer service. quality-price.
‘In addition, guest sentiment, captured through TrustYou and based on independent reviews on Booking.com, Google, Tripadvisor and other platforms, also highlights the positive quality of Ibis budget staff, translating into an 85 percent of positive mentions about our service. “Our guest experience at each and every property is our number one priority.”
Which? said it reached out to Campanile, Hilton, Holiday Inn and Wyndham Hotels for comment but did not receive a response.
