Hard Rock Hotels Ranks #1 in Guest Satisfaction 2023 J.D. Power Study

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Hard Rock International | August 10, 2023

The iconic brand is on a roll, topping the charts for the fourth time in five years


Hard Rock Hotels recently announced it has once again been named the top brand among Upper Upscale Hotels in the J.D. Power 2023 North America Guest Satisfaction Index Study. This marks the fourth time over the last five years* Hard Rock Hotels has topped the list of over 100 hospitality brands across nine market segments, and the fifth consecutive year the global hospitality brand has been recognized for Outstanding Guest Satisfaction by leading data and analytics company J.D. Power. This year’s study measures guest satisfaction, advocacy and loyalty by analyzing guest responses to survey questions. Hard Rock Hotels also received top honors within Food & Beverage and Value for Price categories.

“We are honored to be named number one by J.D. Power in our industry once again,” said Jim Allen, Chairman of Hard Rock International. “Our team is deeply committed to providing our guests the absolute best experiences when they stay with us. This award is a testament to their hard work, dedication and attention to detail and excellence.”

Guests who visit the 37 Hard Rock Hotel & Casino properties around the globe can expect an incomparable experience as well as one-of-a-kind programs uniquely inspired by the brand’s roots. Each property is accentuated with music and entertainment touches spanning all genres and generations – from iconic memorabilia lining the walls to limitless live performances, curated content, and nightlife offerings. Additionally, Hard Rock Hotels worldwide offer an array of music-focused amenities including Rhythm & Motion Rock Spa® treatments and one-of-a-kind wellness and fitness programs like Rock Om® and Body Rock®.

This year’s J.D. Power study also included for the first time Hard Rock Hotel New York, a must-visit entertainment destination situated in the heart of Midtown Manhattan. The new Hotel which opened in April 2022 features stunning rooms and suites, creative culinary offerings, and a spectacular entertainment venue, The Venue on Music Row, where major performers like John Legend, Halsey, Ed Sheeran, The Chainsmokers and Florence & The Machine have graced the stage thanks to exclusive events at the property.

Additional properties included in the North America study are Hard Rock Hotels in Orlando, San Diego, Daytona Beach, Riviera Maya, Vallarta, and Los Cabos plus Hard Rock Hotel & Casino properties in Atlantic City, Biloxi, Lake Tahoe, Hollywood, Tampa, Punta Cana, and Sacramento.

Hard Rock Hotels is consistently growing its presence worldwide. Between 2023 and 2025, Hard Rock anticipates opening 13 Hotels and 3 Hotel Casinos totaling over 7,000 additional rooms. The brand has numerous properties under development in Brazil and recently announced plans to build a new Hard Rock Hotel Algarve in Portugal, set to open in Summer 2026. Additionally, property expansions in Las Vegas, set to open in 2025, and Athens, slated for 2026, are underway.

For more information on Hard Rock Hotels visit https://www.hardrockhotels.com/jd-power-awards.

Hard Rock Hotels received the highest score among upper upscale hotels in the J.D. Power 2021-2023 (tied in 2023) North America Hotel Guest Satisfaction Studies of customers’ satisfaction with their hotel stay. Visit jdpower.com/awards for more details.

About Hard Rock Hotels & Casinos®

Hard Rock Hotels & Casinos is internationally recognized as a leader in the hospitality industry – offering world-class entertainment, contemporary designs, incomparable service and one-of-a-kind brand amenities, catering to modern travelers who seek a reprieve from traditional, predictable hotel experiences. Driven by integrity, philanthropy and unparalleled guest experiences, the brand adorns 37 distinctive Hotels & Casinos in the world’s most enviable destinations. Hard Rock Hotels provide amazing live music, dining options that make guests’ taste buds sing, head-to-toe wellness services and many more amenities, in addition to offering best in class protocols for health and safety which Hard Rock deems SAFE+ SOUND. For more information on Hard Rock Hotels, visit hardrockhotels.com.

About Hard Rock®

Hard Rock International (HRI) is one of the most globally recognized companies with venues in over 70 countries spanning 290 locations that include owned/licensed or managed Hotels, Casinos, Rock Shops®, Live Performance Venues and Cafes. HRI also launched a joint venture named Hard Rock Digital in 2020, an online sportsbook, retail sportsbook and internet gaming platform. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s largest and most valuable collection of authentic music memorabilia at more than 87,000 pieces, which are displayed at its locations around the globe. In 2023, Hard Rock Hotels was honored by J.D. Power’s North America Hotel Guest Satisfaction Index Study as the number one Upper Upscale Hotels brand in Outstanding Guest Satisfaction for the fourth time over the last five years. Hard Rock was also honored by Forbes among the World’s Best Employers, as well as Best Employers for Women, Diversity and New Grads, Best Brands for Social Impact, Customer Service All-Star and a Top Large Employer in the Travel & Leisure, Gaming, and Entertainment Industry. HRI became the first privately-owned gaming company designated a U.S. Best Managed Company by Deloitte Private and The Wall Street Journal in 2021, and has since been honored threefold.  In the 2022 Global Gaming Awards, Hard Rock was named Land-Based Operator of the Year for the second time in four years. In 2021, Hard Rock Hotels & Casinos received first place ranking in the Casino Gaming Executive Satisfaction Survey conducted by Bristol Associates Inc. and Spectrum Gaming Group for six of the last seven years. Hard Rock International currently holds investment grades from primary investment rating agencies: S&P Global Ratings (BBB) and Fitch Ratings (BBB). For more information on Hard Rock International, visit www.hardrock.com or shop.hardrock.com.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.