Choose your answer: is the following review positive or negative?

I was VERY disappointed in the attention and attitude I received from the front desk staff. I originally booked for a two queen terrace suite 4 months in advance and we checked in two hours prior to 'Check in time'. We were told we would get notified via text when the room was available - never happened. We went to the front desk for a second time to a more helpful person and they gave us a one-bedroom suite - which we were told was an "upgrade". We needed two beds and we were told that we could get a two queen terrace suite the next day. We asked for the sofa bed to be made that evening around midnight when we would be gone and they confirmed it would be assembled upon our return back to the room. This was never done, so 2 people had to sleep on an uncomfortable sofa bed. The next morning I did call to express my disappointment, and they came to make the sofa bed at 12:00 (noon time). We asked for the two queen terrace suite (we called early around 9 am) and we were met with resistance from the front desk. I was ready to ask to be moved to another hotel immediately, but John Greene from your resort services took it upon himself to correct the situation. I have nothing but great things to say about John as he is an asset to the Cosmopolitan. I stayed at the Cosmopolitan last year and enjoyed myself to the fullest, however I cannot say the same this time. I am likely not to recommend this property to any of my colleagues, friends, or family in the near future. To be completely honest, the only thing that kept me coming back was the terrace. That's all the Cosmo has goin for them.

Pick from:
(I) negative.
(II) positive.
(I)