Britain's 'best and worst' motorway services revealed including one with 'urine' smell

One motorway services firm is stuck in the slow lane, according to consumer champions Which?. Its survey found nine of the 10 worst are run by industry giant Moto.

Bottom was Moto’s Bridgwater services in Somerset at junction 24 of the M5, which scored just 23% and one star in all areas. It was criticised for , cramped and overpriced facilities that “look and feel filthy”, and toilets that “smelt of stale urine”.

Just above it was the A1’s Leeming Bar in North Yorkshire (26%) and the firm’s M6 Lancaster Services (34%). Customers said the M6 station was crowded, had poor access and complained of having to walk across a bridge over the motorway for “an underwhelming breakfast served in a cardboard box”. Its Pennine Tower – once the service station’s iconic restaurant and sun deck – now sits empty.

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Moto’s “dark and gloomy” Hilton Park, 120 miles south on the M6 in Staffs, also received 34%. One customer said: “You’d be lucky to have the luxury of a decent flow of hot water to wash your hands, let alone find any soap. It’s a disgrace.”

But Moto’s Rugby’s services on the M6 in Warwickshire was ranked third best with 75%, and four stars in nearly every category. One user said Rugby was great while another praised it for being “new and clean”.

The survey of some 4,000 people covered almost 9,000 visits to 90 sites and looked at prices in food outlets, shops, the eating selection, facilities, cleanliness, convenience and accessibility and outside space.

Gloucester services on the M5 took the top spot, with 85%. It is owned and run by the Westmorland Family – just like Tebay on the M6, which came second. One visitor praised Gloucester’s staff, food, farm shop and garden, plus its lakeside walking trail, which are also welcome to enjoy. It has been four years since Which?’s last motorway services survey.

Its travel editor, Rory Boland, said: “The best service stations are a convenient pit stop with decent food and facilities, however our survey shows those are few and far between and that many services are not up to scratch. Poor facilities and extortionate prices for food and drink were widespread complaints, but most shocking of all was how drivers told us just how many services were unclean. To avoid disappointment, people should plan their route to avoid the worst service stations and look for alternative places to stop.”

Moto disputed the findings, pointing to a study from Transport Focus in the summer of 2023 where it achieved an average customer satisfaction score of 94% across its service areas. Moto said Bridgwater, which has been upgraded since the Which? panel respondents started visiting their sites, scored 88%.

It also pointed to over £50million invested over the past two years refurbishing its service stations and building a new site. Ken McMeikan, chief executive of Moto, said: "This substantial investment demonstrates our commitment to enhancing the experience for all our customers. We value customer feedback and are resolutely committed to addressing any concerns."