TASK DEFINITION: Classify the given hotel review based on the sentiment it expresses into two classes: negative and positive.
PROBLEM: I have never experienced terrible service like this especially at such a highly rated hotel. I had booked the hotel room for my parents for their anniversary weekend and stopped by earlier in the week to have the charge for the room put on my card as a gift. When my parents arrived, they were told that the front desk staff was new and did not complete the charge correctly. My parents then had to charge their own anniversary trip. Additionally, my father had requested a non-smoking room to stay in and was reassured 3 times that his room was non-smoking. When my parents got to the room it reeked of smoke and there was an ashtray and matches on the desk tabletop. When my father caled down to the front desk to ask about this the guy at the front desk asked if my dad wanted him to come up and remove the ashtray and matches - something that would clearly not resolve the fact that they were put in a smoking room after being reassured 3 times that the room was non-smoking. NEVER AGAIN.

SOLUTION: negative

PROBLEM: My stay was quick but awesome. After a long day, seeing a substantial line at check-in was a bit of a groaner, but then i saw the self-serve kiosks. i was checked in with keys in hand in under 3 minutes. in the morning i was able to check out on the TV in my room. the hotel is a beautiful historic landmark with all the amenities of a modern hotel and all the charm of its 1927 origins. The bed was FABULOUSLY comfortable. i wish i could live there. they have many rooms wtih 2 bathrooms. i stayed in a room like that once with a friend and we didn't know ahead of time that we had two bathrooms. talk about squeals of delight. that was about 7 years ago in virginia beach. i was by myself at the hilton and had no need for a room with two bathrooms, but it's the first time i've seen this since. what a great feature!

SOLUTION: positive

PROBLEM: I booked this hotel with great expectations. I had family visiting from outside the country and wanted them to have a good experience in Chicago. Upon arriving to the hotel (at the exact time I indicated in my reservation) I was told I've been "downgraded" to a lesser quality room. I travel very often and never had this before. Moreover, I did not hear a single "I'm sorry", it was like usual business. What bothered me the most was that the receptionist kept telling me "I will decrease the rate for you" "what do you think, nice eh?" like he was doing me a favor!!!! They decreased the rate to that of the rooms they gave us of course (which is the legal thing to do, since I am sure is illegal to charge me for one room and give me a lesser value one for the same money). They did not care that I wanted higher level room independent of value. I did not know what to say, since this never happened to me before, also with family present did not want to start arguing. The rooms were nice (not as nice as I thought) and location is good, however be aware that they might not honor your reservation and not even apologize for this. That is enough for me not to go back again.

SOLUTION:
negative