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Hard Rock Hotels earns top spot in J.D. Power guest satisfaction study

The pool deck at the Seminole Hard Rock Hotel & Casino Tampa. (Photo Beverly Bidney)

HOLLYWOOD — Hard Rock Hotels landed at the top of a guest satisfaction survey among upper upscale hotels in North America. Hard Rock was ranked number one in the J.D. Power study that analyzed approximately 33,000 guest responses to survey questions.

The study’s results were released July 14.

Based on a 1,000-point scale, Hard Rock topped the list with 895 points, 21 points ahead of runner-up. Hyatt Regency (874). Omni Hotels & Resorts (873), Marriott Hotels (872) and Wyndham Grand Hotels (871) rounded out the top five.

“We are honored that our dedication to our guests has been recognized by J.D. Power again and we are grateful for the commitment of our hotel teams” Dale Hipsh, senior vice president of Hard Rock Hotels, said in a statement. “Since we were founded 50 years ago, Hard Rock has been committed to creating experiences that delight our fans. With each new destination our hotels emerge in, we create an authentic and thoughtfully designed journey.”

Hard Rock received the highest score in categories such as arrival/departure; guest rooms; food & beverage; services and amenities; hotel facilities; and costs and fees.

The following hotel brands ranked highest in guest satisfaction in their respective segment:
Luxury: The Ritz-Carlton
Upper Upscale: Hard Rock Hotels
Upscale: AC Hotels
Upper Midscale: Drury Hotels
Midscale: Tru by Hilton
Economy: SureStay by Best Western

Upper upscale hotel scores in overall customer satisfaction in the J.D. Power 2021 North America Hotel Guest Satisfaction Index Study (based on 1,000-point scale)

  1. Hard Rock Hotels 895
  2. Hyatt Regency 874
  3. Omni Hotels & Resorts 873
  4. Marriott Hotels 872
  5. Wyndham Grand Hotels 871
  6. Hilton Hotels & Resorts 864
    T7. Kimpton 858
    T7. Le Meridien 858
    T7. Sheraton 858
  7. Renaissance Hotels 857
  8. Embassy Suites by Hilton 853
  9. Westin Hotels & Resorts 851
  10. Hotel Indigo 836
  11. Autograph Collection 831
  12. Curio Collection by Hilton 822