Hard Rock International Named Leader in Hotel/Casino Customer Satisfaction

Hard Rock Hotels & Casinos Acknowledged For Top Performance by Market Metrix Hospitality Index (MMHI)

Hard Rock Hotels & Casinos – with locations from Hollywood to San Diego, Chicago to Orlando – announces its ranking as the 2012 No. 1 overall leader in Customer Satisfaction in the “Upper Upscale Hotels” category, according to the Market Metrix Hospitality Index (MMHI). The award also places Hard Rock within the top five brands for Customer Satisfaction among all hotel brands and segments in the Americas for the year. Additionally, Hard Rock’s individual properties were recently recognized for outstanding service, with Hard Rock Hotels in Biloxi and Orlando awarded as “Best Hotels” by US News & World Report in the Biloxi and Orlando categories.

Hard Rock International.  (PRNewsFoto/Hard Rock International)

Hard Rock International. (PRNewsFoto/Hard Rock International)

We’re thrilled to lead the Upper Upscale category in the MMHI awards for customer satisfaction alongside trusted, esteemed brands and are particularly gratified Hard Rock ranked extremely high in the overall listing,” said Andrea Melotti, head of global operations, Hard Rock Hotels & Casinos. “This distinction demonstrates that the individualized and premium guest experiences in customer-centric environments at Hard Rock Hotels are resonating. Our recognition as a top-performing upper upscale hotel brand, both in business city hotels and leisure resorts, shows how extensively our fan base has grown. The good news for our ‘raving fans’ is that our recently launched Hard Rock Rewards loyalty program will better acknowledge and engage them throughout our network, from hotels and casinos to cafes.”

As the largest and most in-depth measure of hotel, casino, car rental and airline performance available today, the Market Metrix Hospitality Index surveys more than 40,000 travelers each quarter to help hospitality businesses measure and improve their performance. Evaluating guest experiences at nearly 300 hotel and casino brands each quarter, MMHI analyzes the most reliable hospitality performance data in the industry – allowing brands to discover sources of competitive strength, loyalty and value.

Best practices and benchmark comparison metrics are identified through questions based on customer satisfaction and the emotional experience of each guest surveyed, in addition to a pricing analysis and demographic detail by brand and industry segment.


For more information or to book a stay at any of the Hard Rock Hotels & Casinos, please visit http://www.hardrockhotels.com.

Internationally recognized as a world-class entertainment and lifestyle brand, Hard Rock Hotels & Casinos offer stylish and contemporary design, unparalleled service and the thread that unites them all – music. Hard Rock’s portfolio of Hotels and Casinos are located in the world’s most enviable resort destinations, as well as urban gateway cities. Hard Rock Hotels cater to the evolving and distinctive needs of today’s cosmopolitan, modern travelers, who seek a reprieve from traditional, predictable properties, whether for business or leisure travel.

With a total of 177 venues in 58 countries, including 141 cafes, 18 hotels and 8 casinos, Hard Rock International (HRI) is one of the most globally recognized companies. Beginning with an Eric Clapton guitar, Hard Rock owns the world’s greatest collection of music memorabilia, which is displayed at its locations around the globe. Hard Rock is also known for its collectible fashion and music-related merchandise, Hard Rock Live performance venues and an award-winning website. HRI owns the global trademark for all Hard Rock brands. The company owns, operates and franchises Cafes in iconic cities including London, New York, San Francisco, Sydney and Dubai. HRI also owns, licenses and/or manages hotel/casino properties worldwide. Destinations include the companies’ two most successful Hotel and Casino properties in Tampa and Hollywood, Fl., both owned and operated by HRI parent company The Seminole Tribe of Florida., as well as other exciting locations including Bali, Biloxi, Chicago, Cancun, Las Vegas, San Diego and Singapore. Upcoming new Hard Rock Cafe locations include Melaka and San Jose. New Hard Rock Hotel projects include Aruba, Riviera Maya, Abu Dhabi and Shenzhen and Haikou in China. New Hard Rock Casino projects in development include Hungary and Northfield, OH. For more information on Hard Rock International, visit www.hardrock.com.

Hard Rock International also offers a unified guest affinity program developed to recognize and reward Hard Rock’s dedicated fans with exclusive privileges, when they stay and play at participating Cafes, Rock Shops, Hotels and Casinos worldwide. With two levels of participation available, Hard Rock fans have the choice of joining Hard Rock Rewards for free, or upgrading to the VIP level of membership for exclusive perks and benefits fit for a rock-star. All new members have the chance to win one-of-a-kind experiences that rock, such as an all-expense paid trip to Hard Rock Hotel Orlando – to enjoy the Hotel California-inspired vibe and VIP access to Universal Studios theme park. For more information on Hard Rock Rewards, please visit www.hardrockrewards.com.