They've got it half right (and half very wrong)
Context: This was my first visit to a Swissotel but not my first visit to a 4 or 5-star property in Chicago or any other major US city. I was staying at the hotel for a conference that was being held in the hotel, the negotiated conference price was very good for downtown Chicago.
The Good:
* The rooms: I stayed in just a King Standard room on the 37th floor. The room was spotless, it was so clean that all the finishes and surfaces looked as though they might be brand-new. The room was spacious for a downtown setting and all the furniture was very comfortable, beautiful and in great repair. The bathroom felt luxurious for not being a suite including a separate tub and shower. I absolutely adore the Kohler plumbing fixtures, particularly including the shower head.
* Water pressure was great for a high floor and I had no problem keeping it hot (it seems that issue may have been resolved as reported recently by other reviewers)
* The in-room entertainment system is top-notch. I also loved the advanced array of hook-ups built into a discrete but very accessible side of the desk next to the TV where I could connect my laptop (or many other devices) to the large wide-screen LCD TV if desired. I really enjoyed it.
* I had a great view of the lake and the park next to the building, mostly unobstructed. Beautiful, clean and large windows. Great "staged" drapery system for just the right amount of light or none at all.
* Service: The service I experienced by the kitchen/room service staff was the only great service I experienced during the entire stay. Something is different about that segment of this hotel's staff, something excellent.
* Elevators: The elevators at this hotel are.... special. They're worthy of a separate note. I heard mixed reviews with my peers at the sessions I was attending but as a technology geek, I personally loved them. I felt they were a great improvement to the efficiency of a busy downtown high-rise hotel and I found myself waiting for elevators for shorter periods of time than I remember ever waiting before, plus the cars were very fast-moving and quiet. Great investment!
The Bad:
* Construction: I understand that every property has to be renovated, but the current check-in system seated firmly in the event center lobby, well there's got to be a better way. Crowds conflicting constantly between events, guests trying to check-in or check-out, the concierge desk, luggage laying around everywhere - and no where at all to sit, unfold a laptop and do some business. Front desk agents are standing at tiny little podiums with laptops and attempting to communicate with hotel staff via a radio system.
The just plain Ugly:
* Front Desk/Check-in Service: How these people were given the job of being the first face that a new customer sees at a service-class hotel such as Swissotel is astounding to me. I observed as they were curt if not downright obnoxious to nearly every customer waiting in line to check-in for 20+ minutes only to be told that their room wasn't ready (at 1pm in the afternoon) and they would need to come back "at least" until after 3. I arrived at the hotel exhausted and hungry from a long and early day of traveling and naturally I received the same response with no offer at all for help... just "come back after 3 and we'll see if we have a room ready for you". This is NOT 4-star service.
After I wandered around in the main floor for 5 minutes just looking for a place to sit and use my laptop - I actually found myself aggressively cornered by the doorman and a member of the front desk staff asking what I was looking for. They were clearly not attempting to help but trying to assess if I belonged there. That was humiliating and incredibly rude. I'm a guest at this hotel, I just told you that! Unbelievable.
Fortunately I was attending a conference at the hotel and the staff working for the conference organization were FAR more helpful in finding me a place to work on my computer and a place to just eat and rest for a while - while I waited for my room and attended some early sessions.
That's not the even end of my service story!
On the second day of my stay I was in my room resting between sessions when at about 5:30 in the afternoon someone rang the door bell. It was some random member of staff literally asking why I was still in the room and if I had planned to stay over another night. I double-checked on my computer, my reservations were clear... I had reserved two nights. I informed the staffer of her misunderstanding and she told me someone would be in touch to work-out the confusion. Nobody ever called to apologize or explain. Why didn't someone call-up in the first place instead of making an in-person visit? Can you imagine how it feels to be standing at your doorway by a surprise visitor feeling like you're being asked to leave?
I successfully ordered room service that evening and my TV and room key was still working so I assumed that everything must be ok.
When I went to check-out on my final day, they weren't able to check me out of the hotel and give me a receipt because the computer informed them that I had already checked-out the previous day even though there was a room service charge on there for the day that I supposedly hadn't stayed. At this point the confusion was just laughable. This should be embarrassing for what's supposed to be a high-class hotel, that the employees can't even handle using the reservation system properly. I was later emailed a correct receipt by an office manager (as promised).
All-in-all, the next time I go to Chicago (later this year) I will stay just about anywhere but the Swissotel. The room was magnificent, but that's about the only thing they got right. Fortunately Chicago is a great city and has no shortage of great places to stay!