Lotte New York Palace & The Towers

I confirmed one week ahead that my Junior Suite would be ready for the 4 PM check-in I paid for. I even changed our flights (over $1,000 per ticket) so we’d arrive at 5 PM instead of 1 AM to enjoy our Thanksgiving week in NYC. We arrived only to spend two hours waiting, and the room was still not available. The front desk first offered that I could pay $500 extra for an upgrade, but when I asked simply to receive the room I already paid for—or an equivalent or better room—the story changed. We were then told the previous guest had a Fine Hotels & Resorts guaranteed 4 PM checkout, so our room would not be ready. Then the manager, Mike, came over and said the upgraded suite was now suddenly “out of order,” and that it wasn’t $500 more per night but “$5,000 more,” adding that his revenue team would not allow anyone to be placed in that suite. Our two options became: 1. Wait indefinitely in the lobby (we were already 3 hours past check-in), or 2. Accept a downgraded Comfort Room, which is what we were ultimately given at 6:45 PM—despite paying $1,800 for the night. Throughout the interaction, the manager’s tense, defensive, and unprofessional tone left us feeling belittled, disappointed, and genuinely shocked that an organization of this caliber could treat guests this way. Considering the cost and inconvenience, including substantial flight-change fees, this experience was unacceptable. I genuinely wish we had booked next door at the Lotte Palace.

After staying last time in the regular part of the hotel, we decided to try the Towers, which turned out to be a much better value for what we got in return for the price paid. Service is attentive and impeccable, especially Anna-Marie who seems to work many hours at the desk from early mornings and weekends. The staff at the hotel is dedicated to customer satisfaction. I wish all hotels where I stay could be like this!

The entire staff from the moment we checked in until the time we departed was outstanding...! we forgot to ask for a bathtub and when we got to the room my wife realized this and called downstairs and are request was met ASAP. Bellman was very patient and Loren was thankful

I have to say there’s nothing better than Christmas season in NYC. Christian Ribeiro was WONDERFUL! Definitely ask for him at the concierge desk! Came for an all-girls long weekend to shop, eat, and walk and he helped create a tailored itinerary for the whole weekend! He truly was a pleasure to work with and elevated the experience! The Lotte New York Palace is lucky to have him! Truly a gem in the industry!

I decided to extend my trip by one more day when with the assistance of ticketing agreed to extend my trip at no additional charge. I arrived at the hotel at 6:00 a.m. Reception reception indicated that I would need to make another reservation. I could either extend the room I had booked at allot 3 times the price or I could go to another hotel. I booked a room at another hotel for my last night in New York., But it was not what I really wanted to do. When I came back from dinner, I stopped at the reception desk again. I indicated to Clara, who was working the desk at that time that I really didn't want to leave this hotel. Was there anything we could do? Clara went above and beyond by not only finding me a room, but she also obtained a significant discount on the rate. She absolutely worked magic for me and she did it with such grace and proficiency. The hotel has attracted fantastic individuals such as Clara who is exceptional, and understands what customer service really means