You guys charge my card for Seven days straight and I wasn’t even compensated the worst ever

We came to bring the new year in with a party and great time.. when my girlfriend friend and I went to sleep, we were woke up by bed bugs and bites all over her body.. extremely disappointed because we believed this to be a nice hotel.

We booked this hotel because of their promotional deal with the Shedd Aquarium- 2 tickets and breakfast for 2 at the Palm were included. When we arrived at the hotel we were met by an EXTREMELY RUDE valet who asked us "why are you here?" We said check in and he made it clear he was annoyed with us because we were traveling with a toddler and it took us a minute to get our luggage out and our child wrapped up since it was freezing outside. Then when we checked in, the front desk man was unaware of the package we purchased and didn't even know they had shedd tickets. He told us we would have to come back down in the morning to speak with someone else about the tickets. I asked about the breakfast and he told me I could order from the in-room dining menu or come down to the Palm for breakfast and to charge it to the room, it would be compted at the end of our stay. Well, that didn't happen and I still have not heard back after I emailed the hotel. Also during our stay we requested for our room to be cleaned the next day. We were told they would... didn't happen. I called the front desk, they'll get right on it... 4 hrs later I go down to the front desk and ask again... finally gets done. Overall, the experience was nothing like what I expected from a 4 star hotel. As an event planner I have stayed at an unbelievable amount of hotels from Chicago to Milwaukee and it is truly disappointing that this is NOT a hotel I will be using or recommending. Maybe it was my appearance, I was definitely one of the younger guests at this hotel and that didn't seem to deem me the same respect as someone assumed to be well off. The only positive thing I can say about this hotel is the location.

Our room had a nice view. However being present for New years was nice but false advertisement. Very overpriced, NYE celebration we were promised a discounted rate for the room however none of the staff seemed aware and played stupid and as a guest there i felt taken advantage of and paid a rate over double than stated. Very frustrating and will never come back for an event or stay at Swissotel.

I enjoyed my stay. My room was clean and had a nice view. The staff was very polite.

Room was great!

Dwight, Charise, and Abadee, made our stay so comfortable and we can't wait to go back! The hospitality from all staff was magnificent, they actually had time to explain whatever we had questions about! This was one of our BEST NEW YEARS EVE stay ever! Definitely an expensive stay, but it was worth every penny!! ( You get what you pay for!) Next year, we'll plan to stay a few days longer!

The palms food was not good and wasn’t worth the prices. The lobster tail was rubbery the mashed potatoes was cold and the bone in rib-eye was just ok

I really enjoyed staying in the room that had a beautiful 180° view of the city, the lake and the river. The front desk service was very quick and friendly. Getting into the hotel to turn the car over to the valet was an absolute nightmare and took 45 minutes. Getting the car from the valet parking was also very burdensome and about a 40 minute wait. There was no room service as it was New Year’s weekend and the food we did order and pick up from the restaurant was just Soso and very overpriced. The New Year’s Eve celebration was loud but the DJs were mostly all playing the same music. Even though I had registered two guests for the room, there was only one robe and one set of slippers and one chair at the table. That was a little inconvenient as well. But the room was really quite nice and the separate bathtub and separate shower was a nice treat. The bedding was very fresh and clean and comfortable.

Nice experience. Quick New Years Eve getaway with my husband. Nice hotel!

Absolutely wonderful!

We booked with your hotel based on its location on the river with view of the river and lake. I desired to book a room with a nice view of either or both. We had a room reserved at the Blackstone but we canceled it and switched to yours for this reason alone. It was New Years Eve and we had heard there would be fireworks. After booking I was given upgrade options. The navigation of the options was frustrating and selection of the options as well. I tried to select multiple options but was unable and the option it did select was not my preferred option. When we arrived at the hotel, I inquired about upgrade options and was offered a junior suite with a river view (which, if it had been available at booking, I would have selected). I accepted, though the price was about double what it was when I had been given upgrade options at booking. The room was well appointed but oddly lacked sufficient towels and robes for the number of guests. It also lacked a drain plug for the bathtub -- rendering it a very large rinse basin. My family and 6 year old daughter and I went to a show and arrived back at the hotel at about 9pm for a nap before the anticipated fireworks at midnight. I asked at the front desk that a drain plug be provided. That request was not fulfilled. Our daughter fell asleep but by the time my wife and I settled, the wedding on the 42nd floor had apparently moved on to the dancing phase. I called the front desk and asked about the noise level. My wife and I could physically feel the bass in our bed and through the headboard. We could name the songs as we heard them. I couldn't even sit there and read, it was so loud. I was told that the noise was either the party beneath the lobby (which was a ridiculous suggestion) or the wedding two floors up. I asked how long the wedding was going to proceed and was told 11:30. The music was still going at 11:50 when I woke my daughter for the fireworks. After the fireworks, the music continued. I again called the front desk to inquire and was told they should have ended and they would check with security. The person called back and said the wedding would go until 1am. I asked for earplugs and the drain plug I had requested earlier. Both were delivered promptly. The wedding music was concluded promptly at 1am. I know because I was still awake. At check-in, had I been told there would be a wedding two floors above that was going until the following morning, I would have requested a different room or chosen not to upgrade. I obviously was not so informed. I am puzzled why a hotel would permit a wedding to play music so loudly that it can be heard, and physically felt, two floors below. The hotel posts quiet hours beginning at 10pm. In any event, I spoke with the manager the following morning and was given a 30% discount off the room. I felt that was sufficient at the time but in retrospect, I feel it was not. I ended up paying almost $600 for one night of frustration and terrible, short sleep. That is much more than I consider palatable. There was very little enjoyable about our stay. We enjoyed our breakfast in the lobby restaurant and the furnishings in the room were very nice. We travel to Chicago often and have yet to find a hotel we prefer. We may give your hotel another chance, but, at this point, the likelihood is doubtful.

Wonderful view of the river. Great food. Somewhat basic given the price/cost. Really paying for location. Not as luxurious as you would expect. Left something at the hotel, and it has taken a while to locate and return the item. Unhappy with TV options, no way to connect to your Netflix accounts, only over priced movies on a dated interface. Other than that you can’t beat the view!

We had an extraordinary room with the best possible view. The room service and dining at The Palms was excellent and the service and food was outstanding.

We are repeat customers. Mainly for our kids as they love what the Swissotel team does for the kids. The room is always clean and modern. The staff is always knowledgeable and warm. Just the best place in Chicago to stay!