Britannia has been ranked the UK’s worst hotel chain for the 10th year in a row.
The company’s hotels scored just two out of five stars for categories such as cleanliness, bed comfort and value for money in the annual survey by consumer group Which?.
It received an overall customer satisfaction score of just 56%.
Britannia has 61 hotels across Britain, including the Adelphi Hotel in Liverpool and the Grand Hotel in Scarborough.
Guests have described the surroundings as “tired and shabby”, with a “rough and ready” feel.
The second worst hotel chains are Mercure and Jurys Inn/Leonardo, which both scored 58%.
The ranking was led by Premier Inn, with 78%.
Survey respondents paid an average of £89 per night for a Premier Inn stay, compared to £119 at a Britannia hotel.
The ranking of the 35 chains is based on nearly 4,500 hotel stays made by nearly 4,500 consumers in the 12 months ending in August.
The average cost of hotels in the UK has increased by 21% over the past 12 months, according to the study.
Guy Hobbs, editor of Which? Travel said: “With a decade of dismal reviews cementing its place among the UK’s worst hotel chains, our results suggest Britannia should be avoided at all costs.
“With the average price of a hotel stay in the UK now costing a fifth more than last year, travelers want to be sure they are getting the best possible experience for their money.
“Our results show that price isn’t necessarily an indicator of quality, and many respondents reported fantastic stays with brands like Premier Inn and smaller chains like Warner Hotels.”
Britannia did not respond to a request for comment.
Jurys Inn said it received “high satisfaction scores” from more than 213,000 guest reviews so far this year.
Mercury said Which? survey “does not reflect the level of customer experience we seek”.