I stayed at UK's 'worst hotel' with a £10 window charge - that wasn't the oddest part

Few hotels charge £10 for windows or appear entirely vacant the week before Christmas. Yet, there's one hotel chain that has earned the dubious honour of being named the UK's worst for 12 consecutive years - Britannia.This chain is infamous in its own right. Fifty years since opening its first property (the Country House Hotel in Didsbury, Manchester) it has expanded to include around 60 more and has spread across the UK, even taking over Pontins.However, Britannia's reputation isn't exactly glowing. The chain has faced criticism for allegedly transforming once-grand properties into grim, unpleasant, and uncomfortable hotels that fail to deliver value for money, despite their budget price tags.My initial encounter with a Britannia was back in 2022, during the euphoric post-lockdown period when I travelled by train to Bournemouth to stay in a hotel now repurposed to accommodate asylum seekers. The permanently shut windows and overpowering smell of paint made for a sweltering night, while the empty outdoor pool, discarded underwear in the courtyard, and scattered NOS canisters contributed to an overall atmosphere of neglect.Have you had a memorable hotel stay, either good or bad? Email webtravel@reachplc.comWith such daunting thoughts, I approached my local Britannia with a sense of unease, curious to see if there had been any improvements at what is considered the UK's worst hotel chain.There were none.Britannia Hampstead presents a grim picture, albeit in different ways to its sister establishment on the south coast. Here's an analysis of its key features, compared to a recent visit to The Manor in Blakeney, North Norfolk.The Manor belongs to the Coaching Inn Group, which was crowned the UK's best large hotel chain of 2025 by Which? readers, while Britannia languished at the bottom. Here's what sets the best apart from the rest. AtmosphereDuring my stay in Bournemouth, things were considerably more lively. There was a buzz in the hotel. I could hear the sounds of squabbling couples and other guests' television preferences through the thin walls of my room. How I longed for even the faintest hint of background noise this time around.The six-storey London hotel, spacious enough to accommodate a 350-person business suite, was eerily quiet. The fairy lights twinkled, but there was no one around. In stark contrast, the Manor was brimming with life. Despite being an hour's cycle away from the nearest train station, it was bustling, welcoming, and cosy even in the depths of November.The staff were friendly and approachable, as were the guests who were either enjoying special weekends away or popping in for a quick drink at their local pub. RoomsMy stay at the Hampstead Britannia, while not award-winning, was a marked improvement from my experience in Bournemouth. In Bournemouth, a lone deceased fly adorned the windowsill next to a heavily stained armchair, and a protruding screw marred a picture frame.For several hours, the room remained dimly lit due to malfunctioning lights, save for the bathroom's, leaving us with the incessant drone of the extractor fan until a jovial receptionist revealed the central electricity switch hidden beneath the kettle.In contrast, the North London room was simply... uninspiring. It was so immaculate that my UV torch detected no traces of dirt. I suspect the overpowering aroma of cleaning products played a role in this. The decor consisted of dated, predominantly brown furniture, which was harmless enough.However, the absence of windows occasionally gave me the unsettling feeling of being incarcerated. Nevertheless, I managed to sleep, wake up, and escape to share my story. Meanwhile, the situation in Norfolk is quite different. The Manor boasts 36 rooms, with the most affordable option available for £99 next week.It offers typical budget hotel amenities but leans towards the higher end of the quality scale. Features include a cosy double bed, a moderately sized TV, and a tastefully decorated bathroom. Everything is sturdy, spotless, and inviting. StaffMy only human companions in the Britannia hotel that night were the staff, who I found to be pleasant enough, albeit somewhat preoccupied during our interactions. The receptionist appeared uncertain as to why the restaurant and bar were not open. Beyond this, my encounters with the staff were largely confined to their curious glances as I sat reading in the deserted lobby.In stark contrast, at the Manor, the staff are the heart of the establishment. Many have been part of the team for over a decade, with around half belonging to the Hill family, including Tore, Karen, Sophie and Wayne.They were all readily available throughout my stay, ensuring everything was in order and providing local knowledge. This friendly atmosphere is a significant draw for myself and other sociable repeat guests who appreciate the personal touch.It elevates the hotel from a mere overnight stopover to a welcoming home away from home. LocationOne would expect location to be a strong point for Britannia. I suspect its patrons endure subpar accommodation due to the convenience of being able to stumble back to a city centre location after a work event or stag party.However, the Hampstead hotel falls short in this regard. It's not close enough to either the Heath or Camden to truly belong to either area, and it's quite a trek from the city centre.I can only imagine the disappointment of tourists who failed to do their homework before booking.On the contrary, Blakeney is a charming spot. Just a stone's throw from the hotel entrance flows the River Glaven, meandering through the National Nature Reserve.The nearby Blakeney Point is famed for its seal colonies, with Beans Boat providing guided tours all year round. Most hotels under the Coaching Inn Group banner are nestled in similarly picturesque and secluded rural settings. PriceAccording to its website, windowless rooms at the London Britannia start from £55. However, my room, including breakfast, was closer to £90. Had I chosen the much-coveted window option, the price would have nudged towards the £100 mark.The average cost of a room at the Manor stands at £128. While this isn't exactly a bargain, in the Which? survey, the hotel was one of only two to earn four out of five stars for value for money.The other was Wetherspoons. I paid a visit to the Spoons Hotel in Canterbury last November, where an overnight stay can be secured for a mere £55, with the average price hovering around £70.In terms of value, Spoons easily clinches the top spot in my opinion, closely followed by the Coaching Inn Group. Britannia, on the other hand, delivers little in return for its hefty price tag. The average room rate across all its hotels is £84, as per Which? . Even looking ahead to 2025, that's disappointing. The verdictMy stay at the Britannia did nothing to convince me that it's on an upward trajectory or poised to shake off its unwelcome 'worst in class' label anytime soon. I fully expect it to secure the bottom spot for the thirteenth consecutive year next year.Britannia appears to have adopted a business model of acquiring grand old properties and offering rooms at bargain prices. Given the sheer size of these buildings, modernising them would be an expensive and risky endeavour.It seems that the company's executives have decided it's more prudent to keep costs low, even if profits remain stagnant. Consequently, Britannia is a chain with numerous dilapidated buildings that consistently fail to impress.In stark contrast, the Coaching Inn Group has taken the right approach. For roughly the same price, guests can enjoy a stay in one of its delightful hotels, complete with cosy rooms and staff who genuinely care about their work. The choice between the two is clear.Britannia has been approached for a response.