Lotte New York Palace & The Towers

I came in with a group of 8 for a group for the day. 3 rooms booked in towers including a 2 room suite. Ani the conceriage was so helpful arranging transportation to&from the airport. We were checking in early and she made sure to put a rush on all our rooms. Unfortunately, our Suite was not ready in time and was about 30 mins after we finished. However, the front desk ladies Rebecca and Clara were incredibly helpful and very nice helping me check into all our rooms and would call me when the keys were ready. They were able to upgrade me from the standard two bedroom suite, to the 3 story penthouse for a very reasonable price. I cannot say enough good things about Ani, Clara, and Rebecca. Their service was unmatched. The penthouse suite was beautiful however there was a few things that left me slightly disappointed. When we first got to the room the temperature was set to 80 degrees. Definitely was excessively hot and due to the massive size of the room it was not the fastest to cool off. We also had the 3rd floor lights and TV originally not working. Lastly, and most disappointing was after a late night dinner, we go back to get into the jacuzzi on the patio and we’re incredibly disappointed to learn that it was drained with no obvious way to refill while we were gone. I cannot say enough good things about the front desk staff Clara and Rebecca, along with my great concierge of Ani.

We loved our experience at Lotte Palace. Clara at the front desk was amazing! We can’t wait to go back. The palace is very beautiful, a “European” type experience in NYC. We have stayed at Lotte in Seoul, and it’s always been an amazing place, great food and drinks.

We stayed at the Towers-LOVED IT!

We live in Toronto but come to NYC 5-6 times a year to visit family and then extend our stay here. This is the second time staying at the Lotte Palace Towers and we will not stay anywhere else from here on. The staff is amazing and attentive, especially a shout out to Rebecca Villasenor from Guest Services who knows everything about the city and gives fabulous insights and recommendations and helped us discover some hidden gems we never knew about even after having travelled here dozens of times. The hotel is spotless and so convenient , within walking distance to just about everything, shopping, subway, theater and Times Square. In fact we walked to the theatre district twice for shows and it was faster than an Uber or cab with all the traffic congestion. Can’t wait to come back here again. Always exciting and always a great stay.

This was the second visit this year. The first visit was in late Feb; it was fantastic! Everything about the stay was awesome. The second time, it wasn't the same experience at all. The hotel lobby is small which made the April visit less enjoyable; there were crowds everywhere - the lobby, the bar, the restaurant. While visiting the spa waiting for my treatment, someone was using the relaxation room to give a sales presentation. And it was as if they had new staff. Unlike the first visit, the staff were indifferent throughout the hotel and restaurant. The room clearly had not been properly cleaned. I dropped an earring which went under the bed. Upon retrieving the earring, i found a dirty rolled up men's sock under the bed. When we asked for the missing bench at the end of the bed to be replaced and pointed out the folding luggage rack was broken, in pieces, the staff person ws rude and dismissive. However Rebecca V and one of the male concierge (we didn't get his name) and the doormen were exceptional. The location is great, we love the history and feel of the hotel, but the second visit was beyond disappointing.