Case Study: Hard Rock Hotel Bali increases positive online reviews and guest satisfaction with Local Measure Pulse

Hard Rock Hotel Bali Leaps Ahead in Positive Online Reviews

Hard Rock Hotel Bali, a 400-room property on Kuta Beach, was struggling with guests posting negative reviews after departure and wanted a way to capture in-stay feedback for immediate service recovery. To address this, the hotel turned to Local Measure and its real-time feedback product Pulse to gain deeper guest insights and act quickly on issues while guests were still on property.

Local Measure implemented Pulse (December 2018) plus a new process: a Wi‑Fi login prompt asks guests to rate their stay, feedback appears in real time, and Duty Managers personally contact anyone rating 1–3 to resolve concerns. As a result, the hotel’s Guest Satisfaction Score rose from 4.37 to 4.44 year‑on‑year, positive reviews increased from 83% to 86%, and negative reviews declined, enabling faster service recovery and improved guest insights.

Hard Rock Hotel Bali

Shane Coates

General Manager