A survey of 19 airport hotel brands has revealed those at the top and bottom of the table when it comes to customer satisfaction and value for money – with one in particular proving to be a ‘disappointment’
Despite their handy proximity to the terminals, many airport hotel brands are failing to provide good value for money and quality food and drink, according to a new ranking of the best and worst in the country.
In a survey involving over 1,600 participants, 19 airport hotel chains were judged on aspects such as customer service, cleanliness and value for money. Which? also sent undercover inspectors to two of the listed hotels – DoubleTree by Hilton and Thistle – to see if their experiences matched the survey results.
DoubleTree by Hilton – with locations at Edinburgh Airport, London Heathrow, Manchester and Newcastle – was the most impressive to travellers. The chain bagged five stars for cleanliness, bed comfort and location, achieving an impressive overall customer score of 80 per cent.
On the other end of things, Bloc Hotel at Gatwick shows that proximity to a departure lounge does not mean everything. Depite being right next to the South Terminal check-in desks, it still scored poorly on the survey with 64% overall, earning a meagre two stars for value for money, bedrooms, bathrooms, and customer service.
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The average price per night is £142. Guests complain about overpriced tiny rooms, some without windows, with one survey participant noting: “The room was too small for two people. The bed was against the wall, so one person had to wriggle out to use the loo. And the bathroom was a wetroom, so the toilet area flooded when you used the shower”.
A spokesperson for BLOC Hotel noted that the survey’s conclusions “are drawn from such a small and unrepresentative sample size – which seems to be just 42 reviews. At Bloc Gatwick, we achieve a customer service score of 91% across major platforms including Booking.com, Google, TripAdvisor, and Expedia, based on more than 8,000 verified reviews over the past 12 months.”
Contrastingly, the Mirror’s own travel editor, Nigel Thompson, stayed at BLOC Hotel and praised it thoroughly, awarding it a score of 9.5 out of 10.
Travelodge has emerged as the most affordable choice in a recent survey, boasting an average nightly rate of a mere £74. Despite its modest pricing, the hotel chain only managed to secure a customer satisfaction rate of 65 per cent, earning itself a middling three-star rating for most features like value for money and its bedrooms and bathrooms.
However, it fell short in the food and drink department, scraping by with just two stars. Dissatisfied guests didn’t mince their words, one commenting: “Most of the items on the menu were unavailable. What was available was clearly poor quality and microwaved.”
Strategically positioned near major UK airfields such as Cardiff Airport, Liverpool John Lennon Airport, and London City Airport, Travelodge still remains a convenient option.
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Which?’s incognito inspectors visited the DoubleTree by Hilton at Newcastle airport and gave it high marks. Highlights included warm cookies given to guests upon arrival, room service until the early hours, and a generous midday checkout time.
Guests can also enjoy a continental breakfast from as early as 4.30am. The inspectors also praised the spacious rooms, blackout curtains and plush king-size beds.
The Thistle in London Heathrow Terminal 5 was the second hotel to which Which? sent undercover inspectors. With a score of 72 per cent in the survey, Thistle received a Which? Great Value award. Despite its dated decor, the inspectors found the hotel clean and convenient, offering excellent deals for park and stay. The hotel had a fairly comfy bed and a decent shower, and is just a five-minute pod ride from the airport.
At just £78 with a buffet breakfast, it was considered a bargain. Thistle also has a hotel at London Luton Airport.
Travellers seeking an airport hotel are prioritising convenience for terminal access, with a whopping 87% in a consumer survey claiming it’s essential. Luckily, food is less of a big deal.
None of the hotels surveyed scooped up more than three stars for their culinary offerings. An individual recounting their airport hotel experience grumbled: “‘I ordered a sirloin steak and it was as tough as old boots. My wife ordered a pizza and it had to go back.”
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Nonetheless, airport hotels are proving invaluable to passengers travelling by car. Special package deals coupling a one-night’s stay with extended holiday parking can be surprisingly economical.
For example, Thistle at Heathrow Terminal 5 offers secure, CCTV-monitored on-site parking. An August booking for a night plus seven days of parking is priced at £210—a savvy saving of £52 compared to booking a separate hotel room and opting for the adjacent official T5 Pod Parking.
The Which? rankings with overall customer score
- Double Tree by Hilton: 80%
- Premier Inn: 79%
- Sofitel: 78%
- Holiday Inn Express: 76%
- Clayton Hotels: 73%
- Crowne Plaza: 73%
- Thistle: 72%
- Courtyard by Marriott: 71%
- Hilton: 71%
- Novotel: 71%
- Radisson Blu: 71%
- Holiday Inn: 70%
- Best Western: 67%
- Hilton Garden Inn: 67%
- Ibis: 67%
- Ibis Budget: 67%
- Hampton by Hilton: 66%
- Travelodge: 65%
- BLOC Hotel: 64%