The 37 best and worst international hotel chains for 2024 ranked, with three Spanish brands jointly topping the list and household names languishing at the bottom

The best and worst international hotel chains have been revealed – and lesser-known Spanish brands Iberostar, Paradores and Riu jointly top the table, while France’s Campanile languishes at the bottom.

The brands finish at the top and bottom of a ranking of 37 people, drawn up from a Which one? questionnaire of more than 2,000 members. They were asked about their experiences staying at international hotel brands over the past year and asked to rate their stay out of five stars based on 10 criteria, including cleanliness, bed comfort, customer service and value for money.

A customer score was calculated based on overall satisfaction and the likelihood that the brand was recommended.

Which one? said the research found that household names ‘cannot always be trusted to deliver the best experience’, with four Hilton brands wallowing in the bottom half of the table, along with Wyndam, Holiday Inn and Ibis Budget.

The Campanile chain – a common sight near airports, highways and various city centers in Europe and beyond and well distributed in France – comes in lowest with a score of 57 percent.

Revealing insight into the research results, Which? comments: ‘On average, a double room costs £64 – one of the cheapest average room prices among the brands surveyed – but despite the budget prices, the chain still only received two stars for value for money.

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

However, the brand isn’t universally disliked, with one respondent saying ‘it did what it said on the tin’ and another stating that the properties are ‘ideal for a one-night stopover’.

The best and worst international hotel chains have been revealed – and lesser-known Spanish brands Iberostar, Paradores and Riu jointly top the table, while France’s Campanile languishes at the bottom

Iberostar (the Barcelona property above) was praised by Which? members for offering ‘first class’ customer service

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

Which one? reveals: ‘Hampton by Hilton received just two stars in five of the ten categories assessed, including value for money, bathrooms, food and drink, communal areas and furnishings, 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 comfortable.’

Just behind Hampton by Hilton and third from the bottom is Wyndham, with a customer score of 60 percent.

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

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

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

‘All-inclusive beachfront hotels are at the heart of the portfolio, with activities such as yoga and paddle boarding, plus poolside cocktails, all included in the price.

Paradores Hotels (a Malaga property above) is praised for its ‘grand and historic buildings’

Hampton Inn by Hilton ranks second to last in the rankings, with a customer score of 58 percent

The Campanile chain comes at the bottom with a customer score of only 57 percent

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

Riu proved ‘equally impressive’, with Which? commented: ‘Another family business started in Mallorca and also received five and four star ratings, including five stars for locations ranging from a private island in the Maldives to a saltwater lagoon teeming with exotic birds in Gran Canaria.

‘The food and drink also impressed, with five stars for high-quality buffets and specialty restaurants offering everything from steak to sushi. Respondents were always enthusiastic and described the stays as “fantastic”, “exceptional” and “excellent”.’

In the meantime, Paradores turned out to be ‘the best option for a cultural stay in Spain’.

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

‘Although prices may vary depending on location, we found excellent period properties in the Paradores portfolio for as little as £100 per night – making it a great value recommendation.

The brand received an impressive range of five and four star reviews, with holidaymakers praising its “excellent service, excellent food and fantastic premises.”

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

Wyndham was criticized by respondents for having a ‘basic’ breakfast offering

Rory Boland, editor of what? Travel said: ‘Our research shows 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 owned companies such as Riu and Iberostar impressed guests with their excellent customer service, delicious food and drink and beautiful locations, while state-owned hotels Paradores proved popular for their unique heritage properties.’

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

‘Our guest feedback, based on more than 9,000 reviews to date in 2024, scores Ibis budget at approximately 80 percent across key customer touchpoints including staff, cleanliness and value for money.

‘In addition, guest sentiment, captured through 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 percent of positive mentions of our service. Our guests’ experience at every property is our number one priority.”

Which one? said it reached out to Campanile, Hilton, Holiday Inn and Wyndham Hotels for comment but received no response.