Classify the given hotel review based on the sentiment it expresses into two classes: negative and positive.

Grant it, this hotel seems very nice, but I was not at all pleased with my stay here. The customer service was horrible. I had to request more towels and washcloths several times before receiving them and my linen had not been replaced either. For as much as I paid to stay here, you'd think the least you'd get is an iron. Not! I had to request an iron, too! In addition to all of the failed amenities, I was mistakenly charged twice for my stay and wasn't reimbursed until an entire week later. The next time I choose to visit Chicago, Swissotel will be the last place I think to stay.

negative

I needed a place to stay for a business conference in Chicago. While higher priced, the reviews online plus four stars convinced me. Granted the hotel itself is beautiful, but looks can be deceiving. The pictures online show beautiful white linens but mine were a bit grey. The restaurant (Cafe Des Architect) had amazing food, so that was a plus, but the service was awful. I had to wait twenty minutes for a glass of water! My remote wouldn't work for the tv and the air conditioner was far too loud. The hotel must've been hosting a convention because I could hear music all through the night. The housekeeping was good but happened too infrequently. I called twice for more fresh towels. If I wanted this type of experience, I'd have stayed at a lower-end hotel. Same experience, less money!

negative

Just returned from a week in Chicago with the family. This hotel was perfect for us. Location is great, kids loved the pool as a place to wind down after a day of museums, touring, ball games, etc. We checked in through Hilton Honors Desk as opposed to the regular check in line. Even though our reservations were through priceline at a reduced rate, they gave us a pick of the the rooms. The room had a large closet which helped with the amount of gear we had with us. Used valet parking which was hasselfree. We had a great experience and would stay there again.
positive