I'm a hotel manager in London - here's how I moved the property up the Tripadvisor ranking from 272nd to FIFTH

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I'm a hotel manager in London - here's how I moved the property up the Tripadvisor ranking from 272nd to FIFTH

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Unreliable lifts, noisy and failing air conditioning, insufficient seating for breakfast and queues at check-in. Those were the sort of complaints levelled by guests at Royal Lancaster London hotel when it was ranked 272nd on Tripadvisor in 2013. But then, in that year, Sally Beck took over as manager and everything changed. It's now ranked fifth in the UK capital, with almost universally glowing reviews – of the 2,226 posted on Tripadvisor, 90 per cent (2,015) are five-star, 160 are four-star and just 16 (0.
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