Britannia Hotels was rated the worst hotel chain in the UK for the sixth consecutive year in an annual survey by Who.
And shocking images taken by the consumer group on a property in Britannia underscore why the company was doing so badly – showing mottled walls and carpets, grubby towels and chairs taped to it.
The Old English Inn chain ranks second, while the Radisson Park Inn brand ranks third, while Premier Inn tops the list for the fourth year in a row.
Britannia Hotels named the Worst Hotel Chain by the Consumer Group for the sixth time in a row? Pictured is the Britannia Royal Albion Hotel in Brighton, where? Investigators remained
Which? Researchers staying at the Royal Albion Hotel found paint and wallpaper peeling off the walls and a bathroom to the right that looked dilapidated
The inspectors of the consumer master came across crayon stamps that had been strewn over a wall
The investigators found a chair in one of the communal areas, which was torn and covered with duct tape. On the right is a half-eaten salad and an empty wine bottle, which is the? The investigator said he had stayed outside a neighboring room during the entire stay
To perform the study, which one? surveyed 7,812 guests on their stays at British hotel brands, asking them to rate cleanliness, bedrooms, bathrooms, beds, food and drink, common areas, customer service and value for money.
Most of the complaints related to stays at Britannia hotels related to poor customer service (41 percent) and poor room quality (41 percent), followed by cleanliness (32 percent) and food quality (27 percent).
The consumer group reported that the terms "old", "shabby" and "obsolete" came up again and again and the chain only achieved a total customer satisfaction rating of 35 percent.
Which? says one guest described the hotel they were staying in as a "dirty cabin" while another guest advised potential guests not to bother and "look elsewhere".
Which? Most of the guests (71 percent) who officially complained to Britannia were dissatisfied with the results.
When which? He visited a location in Britannia, the Grade II listed Royal Albion Hotel on the Brighton coast, and said it was "run-down" and "depressingly shabby and neglected."
The hotel's website promises to offer "character and style," but photographs by investigators show crayons on the bedroom walls, stained carpets and scruffy towels.
Most complaints about stays in Britannia hotels were due to poor customer service and poor room quality. Pictured is a table in one of the common areas where empty glasses were left
During their stay, the investigators found a railing to which chewing gum stuck
Britannia's website promises to offer "character and style". This picture shows a stain on one of the rugs
Which ones? Researchers found dingy stains on a towel, left and one on a wall, right
Which? Most of the guests (71 percent) who officially complained to Britannia were dissatisfied with the results
Other pictures show taped cracks in a chair, chewing gum sticking to a railing and a half-eaten salad and an empty wine bottle holding the Which? The investigator said he stayed out of the adjacent room throughout her stay, which costs £ 72 for the night including breakfast and dinner.
At the other end of the spectrum: which one? In this year's rankings, the pub chains performed better than ever. The Fuller hotels (75 percent) and Wetherspoon hotels (71 percent) achieved above-average ratings.
Many guests said which? That they were particularly impressed by the central location of their accommodation and those who had stayed in a Wetherspoon hotel, were pleasantly surprised and had little to complain about.
Which one? says no chain has managed to do better than Premier Inn, which is the highest ranked hotel chain for the fourth consecutive year.
Guests rated the five-star chain for cleanliness, bed comfort and customer service. The consumer group added that it was difficult to find a guest rating that did not describe their stay as "excellent".
A table with the complete survey results. In a separate survey among small and medium-sized hotel chains, Young's Hotels ranked first and Village Hotel Club at the top
When a Which? Investigators visited, they said, that their experience confirmed positive reviews of uncomplicated "quick check-in," a "spacious room," and a "comfortable king-size bed."
In second place is Hilton Garden Inn, with customer satisfaction of 77 percent, followed by Fuller (75 percent), Marriott Renaissance Hotels (73 percent) and Crowne Plaza (72 percent).
Which? also conducted a separate survey in small and medium-sized hotel chains.
The pub chain Young's Hotel has the highest customer satisfaction with 79%.
The worst small to medium chain is called 65 percent as Village Club Hotels.
Which ones? During the travel survey, guests were asked to choose the five most important things they thought were important during a hotel stay.
Every third guest mentioned the value for money and the cleanliness (both 76 percent). Room quality (68 percent), bed comfort (65 percent) and customer service (59 percent) were also highly appreciated.
Rory Boland, which one? Travel Editor, said: "Britannia has excellent locations, fabulous buildings – but terrible hotels.
"Guests looking for a safe bet without nasty surprises should opt for a no-nonsense option like the Premier Inn.
"Anyone looking for a cheap and cheerful hotel can do worse than booking a stay in a wetherspoon – with the added bonus of having only one staircase between bed and bed after having a meal or a glass of wine drank. "
A spokesman for the Old English Inn said: "Ensuring a good stay for our guests is our top priority and we take customer satisfaction very seriously. We are disappointed with the results of the survey, but welcome the opportunity to hear valuable feedback and take action. "
MailOnline has contacted Britannia Hotels, Radisson and Village Club Hotels for comment.
Simon Jones, Managing Director of Premier Inn and Restaurants, said, "At the Premier Inn, we welcome thousands of guests through our doors every day and are therefore thrilled and overwhelmingly proud of which one? Readers voted us number one for the fourth consecutive year.
"Our thanks go to all the readers who valued us so much, but also to the people we would not be able to do without our thousands of team members in all our hotels and restaurants.
Whether they are responsible for the immaculate rooms, whether the beds are most comfortable, preparing a famous breakfast or just a friendly, welcoming smile at the end of a long day. These are the things our guests and what? Readers tell us that they love, and that will continue to be the focus of our actions. "