The hotel is exceptionally clean in all areas, and i compliment it on that. After wanting to try this property for a long while, i took my family over new years. It advertises as a 5 star property, but it is not up to the level of the Four Seasons, Ritz or Peninsula Chicago. It is essentially a 4 star Hyatt with a very nice location at the Chicago Water Tower and Michigan Ave, and an art-museum, fancy lobby. The pool area is probably one of the best in the Chicago loop area, and the food is very food in both the restaurant and room service. Outside of the these two, very expensive options for eating, you need to leave the property for family style dining. The reason i cant give this property 5 stars is because of staff service. Outside of the bellhops and valet, who were excellent, this is essentially the hotel of "no". I found that most times i asked a question or made a reasonable, simple request, the staff responded "no.". Or "no, the hotel doesn't allow that.". My wife and I sadly coined this property the "hotel of no" during our stay. For example, the hotel brags about its Butler service for every room. Well, when you ask the butler for a toothbrush or extra soap or towels, the butler says "no sir, you must call housekeeping for that.". The hotel brags about it's available car service. But when you ask to use it, the driver works less hours than an out of work school teacher. It was really quite absurd. Even try asking for a second wake up call or, better, for room service to deliver food to the pool area. Every time, consistently, we were met with "no" and then an explanation why they couldn't do it. Try bringing a glass of wine from the bar to the pool.... When my wife did, a very stern manager promptly entered the pool area and, basically, said, "no.". The rooms, while modern at some point in time, need a major rehab. We had a large suite, and the L shaped couch was torn and worn. The hyatt bed needed replacement as it was almost worn out. The bathroom and the locker rooms for the spa and pool were very nice and well stocked. Towel quality was reasonably good and soft. Overall, this is a solid 4 star business traveler hotel, less the staffing issues who probably could use some retraining. But not for a family vacation. Too bad because the pool and exercise room os very nice.