A major hotel chain housing thousands of asylum seekers across Britain has been ranked as the worst in the UK for customer satisfaction, according to a Sky News investigation.
The chain, which operates multiple hotel brands, scored just 48% in Which?'s annual customer satisfaction survey - the lowest rating among all hotel groups assessed. This places them 10 percentage points below their nearest competitor in the rankings.
Government Contracts Amid Poor Performance
Despite this poor performance, the company continues to benefit from lucrative government contracts to accommodate migrants. The Home Office has paid approximately £1.5 billion to various hotel providers since 2022, with this particular chain receiving a significant portion of these funds.
Rory Boland, editor of Which? Travel, expressed serious concerns about the findings: "It's deeply worrying that a hotel chain providing accommodation for vulnerable asylum seekers is simultaneously rated as the worst in the country by paying customers."
Specific Guest Complaints
Guests reported numerous issues during their stays, including:
- Uncomfortable and worn-out beds
- Persistent noise disturbances
- Inadequate cleanliness standards
- Poor maintenance of facilities
One guest described their experience as "the worst hotel I have ever stayed in," while another complained about "filthy carpets and broken furniture."
Industry Response and Home Office Position
The hotel group defended its record, stating: "We are committed to providing a warm welcome and safe accommodation for all our guests, including those asylum seekers who have been placed with us by the Home Office."
A Home Office spokesperson responded: "The use of hotels to house asylum seekers is unacceptable and represents poor value for the British taxpayer. We are actively working to reduce our reliance on temporary accommodation through alternative solutions."
The situation highlights ongoing challenges in the UK's asylum accommodation system, raising questions about quality standards in government-contracted facilities while thousands await decisions on their immigration status.
