The 37 best and worst international hotel chains for 2024 ranked, with three Spanish brands coming joint top of the list and household names languishing at the bottom

The 37 best and worst international hotel chains for 2024 ranked

• The ranking has been drawn up from a Which? survey of more than 2,000 members
• They rated international hotel brands across 10 criteria including cleanliness and bed comfort
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The best and worst international hotel chains have been revealed – and it’s lesser-known Spanish brands Iberostar, Paradores and Riu that jointly top the table, with French-owned Campanile languishing at the bottom.

The brands finish top and bottom of a 37-strong ranking drawn up from a Which? survey of more than 2,000 members. They were asked about their experiences staying at international hotel brands in the past year and asked to rate their stays out of five stars across 10 criteria including cleanliness, bed comfort, customer service and value for money.

A customer score was calculated based on overall satisfaction and likelihood of recommending the brand.

Which? said that its survey revealed how household names ‘cannot always be relied upon to deliver the best experience’, with four brands owned by Hilton wallowing in the bottom half of the table, along with the likes of Wyndam, Holiday Inn and Ibis Budget.

The Campanile chain - a common sight near airports, motorways and various city centres across Europe and beyond and well distributed in France - comes bottom with a score of 57 per cent.

Revealing insight into the survey findings, Which? comments: ’On average, a double room comes in at £64 - one of the cheapest average room rates of brands surveyed - yet despite its budget prices, the chain still only received a two-star rating for value for money.

‘It also scored just two stars in other key categories including cleanliness, bathrooms, bedrooms, communal areas and décor, with one respondent saying the rooms were “basic”.’

The brand isn’t universally disliked, though, with one respondent saying ‘it did what it said on the tin’ and another declaring its properties ‘ideal for a one-night stop’.

Hampton by Hilton is the second-lowest scoring brand with a customer score of just 58 per cent and is joined in the bottom half of the table by fellow Hilton-owned brands Doubletree (61 per cent), Hilton Garden Inn (62 per cent) and Hilton (68 per cent).

Which? reveals: ‘Hampton by Hilton received just two stars in five out of the ten categories assessed, including value for money, bathrooms, food and drink, communal areas and decor, and how well the description matched reality.

‘One respondent reported that the hotel they stayed in was “generally run down”, while another said the food was “relatively basic and poor”. Despite this, the brand performed better in other areas, including a four-star rating for cleanliness and bed comfort, with one guest describing their room as “clean and comfy”.’

Close behind Hampton by Hilton and third from bottom is Wyndham, with a customer score of 60 per cent.

Which? remarks: ‘The brand received its lowest rating of just two stars for food and drink, with one customer describing the breakfast offer as “basic”, and another complaining of a “noisy, crowded dining room”. It received a mix of three and four stars in remaining categories, including four stars for cleanliness, bed comfort and bedrooms.’

At the other end of the table, Iberostar, Paradores Hotels and Riu tie in first place with customer scores of 85 per cent, with Which? revealing that all three were awarded the ‘prestigious’ Which? Recommended Provider status, while Iberostar and Paradores Hotels also achieved the Great Value badge.

The consumer champion adds: ‘Originally founded by a family of artisan shoemakers from Mallorca, today Iberostar’s hotel empire boasts more than 100 four-and five-star properties in Europe, Africa and the Americas.

‘Beachfront, all-inclusive hotels are at the core of its portfolio, with activities like yoga and paddle boarding, plus cocktails by the pool, all included in the price.

‘The brand achieved an impressive run of five and four star ratings from survey respondents, with many saying they would be eager to return, praising the “first class” customer service and “beautiful” grounds.’

Riu proved ‘equally impressive’, with Which? commenting: ‘Another family business started in Mallorca, it too received a clutch of five and four star ratings, including five stars for its locations, which range from a private island in the Maldives to a saltwater lagoon filled with exotic birdlife in Gran Canaria.

'Its food and drink also wowed, with five stars awarded for high-quality buffets and specialty restaurants offering everything from steak to sushi. At every turn, respondents were effusive, describing stays as “fabulous”, “exceptional” and “excellent”.’

Paradores, meanwhile, ‘proved the best option for a cultural stay in Spain’.

Which? comments: ‘These state-run hotels are located in some of the country's most grand and historic buildings, with accommodation available in unique properties including restored castles, palaces and even monasteries.

‘Though its prices can vary depending on location, we found excellent historic properties in Paradores’ portfolio for as little as £100 per night - earning it a Great Value recommendation.

The brand received an impressive run of five and four-star ratings, with holiday makers praising the “excellent service, excellent food, and fantastic buildings”.’

Other top scoring brands that achieved Which? Recommended Provider status included Relais & Chateaux with a customer score of 84 per cent, Pestana and Leading Hotels of the World tied on 83 per cent, and Melia Hotels with a customer score of 80 per cent. Logis Hotels (81 per cent) received a Great Value badge, with an average price per night of just £108.

Rory Boland, Editor of Which? Travel, said: ‘Our survey found that smaller and family run brands often beat the best known names when it comes to delivering an exceptional holiday, with Spanish brands dominating the top of the table.

‘Family-run firms like Riu and Iberostar impressed guests with their excellent customer service, great food and drink and beautiful locations, while state-run Paradores Hotels proved popular for their unique heritage properties.’

A spokesperson for Ibis budget said: ‘We are surprised to see our position in this survey, which does not reflect the standard of guest experience which we strive for. We will take action to address these comments.

‘Our guest feedback, based on more than 9,000 reviews so far in 2024, scores Ibis budget at approximately 80 per cent for key customer touchpoints, including staff, cleanliness and value for money.

‘Moreover, guest sentiment, captured via TrustYou and based on independent reviews on Booking.com, Google, Tripadvisor and other platforms, also highlights the positive quality of Ibis budget staff, resulting in 85 per cent of positive mentions about our service. The experience of our guests at each and every property is our number one priority.’

Which? said it approached Campanile, Hilton, Holiday Inn and Wyndham Hotels for comment, but did not receive a response.