There aren't that many hotels that charge £10 for windows or are seemingly completely empty the week before Christmas. And there's only one hotel chain that has been named the worst in the UK for 12 consecutive years. To experience such delights, you've got to check yourself into a Britannia.

The chain is the stuff of legend. Fifty years after its first property, the Country House Hotel in Didsbury, Manchester, was opened, it has added around 60 more and grown to stretch across the UK before taking over Pontins.

However, its story is not an entirely positive one. Britannia has been much maligned over the years for (according to some of its unhappy customers at least) turning once grand properties into grimy, unpleasant, and uncomfortable hotels that don't offer good value, even for their budget price tags.

My first experience in a Britannia came back in 2022, in the heady post-lockdown days when I took the train down to Bournemouth to stay in a hotel that has since been repurposed to house asylum seekers. The stuck fast windows and thick smell of paint ensured it was a hot and sticky night, while the drained outdoor pool, discarded knickers in the courtyard and a scattering of NOS canisters added to the general sense of neglect.

Have you had a memorable hotel stay? Email webtravel@reachplc.com

• I stayed at the UK's best hotel - one thing makes it really stand out

• I stayed in the £55 a night Spoons hotel with £1.89 pints - it made me change my mind

With such images in my head, it was with trepidation that I headed to my local Britannia to find out whether anything had changed at the UK's worst hotel chain.

It hadn't.

Britannia Hampstead is bleak, albeit in different ways to its sister venue down on the south coast. Here's a breakdown of its key elements, compared to a recent visit to The Manor in Blakeney, North Norfolk. The Manor is part of the Coaching Inn Group, which was named the UK's best large hotel chain of 2025 by Which? readers, while Britannia came dead last. Here is what separates the wheat from the chaff.

On my Bournemouth trip, things were a lot livelier. There was life in the hotel. I knew because I could hear arguing couples and other people's TV choices through my room walls. What I would've done for even the most muffled background characters this time around. The six-storey London hotel, which is big enough to house a 350-person business suite, was completely dead. The fairy lights flickered, but no one was home.

Contrastingly, the Manor was vibey. It may be a good hour's cycle from the nearest train station, but even in the dead of November, it was busy, friendly, and warm. The staff were happy to chat, as were the guests lined up at the bar, enjoying special weekends away or a quick drink in what served as their local.

It's certainly not going to win any prizes, but my room in the Hampstead Britannia was much nicer than the Bournemouth one. In Bournemouth, a singular dead fly lay on the windowsill next to a deeply stained armchair. A screw stuck out from a picture frame. For several hours, I was unable to illuminate the room as all but the bathroom lights were out of action, leaving us with the deafeningly loud extractor fan until a cheery man on reception explained that the central electricity switch was hidden beneath the kettle.

In North London, the room was just... a bit bland. It was so clean that my UV torch found absolutely nothing. I can only assume that the strong stench of cleaning fluids had something to do with that. The furnishings were old and mostly brown, but inoffensive. At points during the night, the lack of windows did make me wonder if I was in prison. But I slept, woke and then jailbroke to tell the tale.

Over in Norfolk, it's a different story. The Manor has 36 rooms, the cheapest of which can be booked for £99 next week. It is classic budget hotel fare, albeit of the quality end of the spectrum. A comfortable double bed, a medium-sized TV, and a well-decorated bathroom. Everything is solid, clean and cheerful.

As my only fellow humans in the Britannia hotel that night, I have no real complaints about the staff. They seemed nice enough, if not a little distracted when I chatted to them. The receptionist didn't seem completely sure why the restaurant and bar were closed. Otherwise, my interactions with the staff were limited to them looking at me curiously as I read my book in the empty lobby.

Contrastingly, at the Manor, it's all about staff. Many of them have been there for well over ten years. About half of them seem to be members of the Hill clan, including Tore, Karen, Sophie and Wayne. They were all on hand at various points during my stay to ensure everything was in its right place and to offer insights into the local area. For me, and the chatty returning customers who knew staff by name, such warmth is a major plus. It transforms the hotel from a place to stay and eat for the night, to somewhere homely that you want to be.

This should be one of Britannia's strong suits. In my mind, its customers tolerate a low-quality stay because of the convenience of staggering home to a city centre joint after a work away day or stag do. The Hampstead hotel offers none of that. It's neither near enough the Heath nor Camden to be properly in either, and it's a long old schlep from the centre of town. I can only imagine the disappointment of tourists who didn't do enough research before booking.

Blakeney, on the other hand, is a lovely place. Just metres from the hotel's front is the River Glaven, which winds its way through the National Nature Reserve. Nearby Blakeney Point is renowned for its seal colonies, with Beans Boat offering guided tours throughout the year. Most Coaching Inn Group hotels are in similarly scenic and remote rural locations.

Windowless rooms at the London Britannia cost from £55, according to its website. But mine was closer to £90 with breakfast. If I'd opted for the sought-after window option, that would've hit the £100 mark.

The average cost of a room at the Manor is £128. While that isn't very cheap, in the Which? survey, the hotel was one of only two to score four out of five stars for value for money. The other was Wetherspoons. I visited the Spoons Hotel in Canterbury in November, where a room for the night can be yours for just £55 and the average price is £70.

Spoons easily takes the prize for best value in my book, with Coaching Inn Group not far behind. Britannia, however, offers very little for what is a sizeable price tag. The average home price across all its hotels is £84, according to Which?. Even in 2025, that's poor.

• I went to beautiful UK seaside village where rent is £480-a-month for beachfront cottages

• Inside the UK's £60million 'mega airship' with double bedrooms and in-flight bar

Nothing about my stay at the Britannia convinced me that it's on the up or going to shed its unwanted 'worst in class' title anytime soon. I'm sure it'll bag the bottom spot for a thirteenth time next year.

Britannia's model seems to be to buy up grand old properties and flog the rooms for cut-price rates. Such is the size of the buildings, renovating to a modern standard would be a costly and risky venture. Far better, I imagine its executives have assumed, to keep costs low, even if profits remain the same. As a result, it's a franchise with dozens of worn-out buildings that consistently fail to delight.

Contrastingly, Coaching Inn Group is a company that has done things right. For virtually the same price, customers can stay in one of its charming hotels in a warm, comfortable room with staff that seem genuinely invested in their work. Really, there is no competition.

Britannia has been contacted for comment.