The long-established Pontins has been rated the worst UK holiday park brand in a survey by the consumer organization Which?, with smaller and independent resorts taking the top honors.

Potters Resorts, which has locations in the Essex countryside and on the Norfolk coast, topped the table.

Which? surveyed over 1,700 people about their experiences at UK holiday parks in the past two years, asking them to rate their stays based on 11 criteria, including quality of accommodation, cleanliness, facilities and activities, and value for money.

Founded by Fred Pontin in 1946, Pontins was taken over in 2011 by the Britannia Hotels chain. Recently, three sites—Camber Sands in East Sussex, Prestatyn in north Wales, and Southport—have suddenly closed, leaving only two currently open: Pakefield in Suffolk and Sand Bay in Somerset.

Pontins received two-star ratings in categories such as customer service, quality of accommodation, cleanliness, quality of facilities and activities, food and drink, and value for money. Its highest scores of three stars were for communication and quality of entertainment.

Despite scoring last with a customer score of 56%—the same position it held in 2022—it wasn’t the only big name to fall short of expectations, said Which?

Butlin’s, with resorts in Bognor Regis in West Sussex, Minehead in Somerset, and Skegness in Lincolnshire, ranked fifth from the bottom with a customer score of 67%. Guests were underwhelmed by the customer service and food and drink. However, the brand, known for its Redcoats, scored four stars for the quality of entertainment and the variety of children’s activities.

Center Parcs and Haven, tied just above Butlin’s with a customer score of 69%.

Center Parcs, the most-visited brand in the survey with five UK locations, received generally favorable reviews but failed to deliver on value for money, earning just two stars in this category, according to Which?

Potters Resorts took the top spot with a customer score of 87%, followed by Which? “recommended provider” Forest Holidays, which scored 80%. Potters Resorts has locations near Colchester in Essex and Great Yarmouth.

Naomi Leach, deputy editor of Which? Travel, said: “Our latest survey shows that it’s worth looking beyond the best-known names, with smaller and independent resorts offering excellent value for money, great customer service, and plenty of onsite entertainment.”

Pontins has been approached for comment but did not respond to Which?’s requests for feedback.

A Butlin’s spokesperson said the company had invested over £50 million across its three resorts and was pleased to see high scores for activities and entertainment. “It is disappointing to see that some scores are lower, but we would like to reassure guests that we’re investing in these areas to offer a better holiday experience.”

A spokesperson for Center Parcs expressed pride in its “consistently high” guest satisfaction scores, noting that over 60% of guests make repeat bookings. They added, “Our guests demand a high-quality experience, and each year we invest tens of millions of pounds improving our villages.”