Hotel Lancaster Paris

Reputation Management

Alessandra Brou RomanovichTaciana Barbosa de Medeiros

• Very classic• Has a suite in honor of Marlene Dietrich, that

lived in the hotel• Part of the Leading Hotels of the World

• Reviews on Tripadvisor and SplendiaTripadvisor – 112 place

Last Good review – august 2011

Last bad review – august 2007

Hotel could ask to take the old bad reviews down.

Splendia

• Owns a website and has a new one coming soon.

- Have a Facebook page, but it should be better explored. Does not have Twitter or any other social media.

- No interaction with the customer – videos with the hotel history, with cultural tour.

- They have great reviews that are not shown in their website or the LHW.

- Special assets – Marlene Dietrich Suite, special Christmas decoration – are not well featured. These should be spread through medias.

- Should answer the reviews – good or bad.