Lotte New York Palace & The Towers

We had an amazing girls trip at the Towers at Palace hotel. Every employee was so kind and helpful but Rebecca especially went above and beyond for us. We loved all of the touches and Christmas decor right now. We cannot wait to come back soon!!

We worked with Rebecca and had an AMAZING experience. She was so friendly, went over the top for us, and was a joy to have at the front desk every time we walked through the doors. The hotel is unbelievably nice and clean, and I would recommend it to anyone. Can’t wait to come back!

To be fair, we had a 2-BR suite at Christmas-time, so our price was artificially inflated, but it was one of the most expensive rooms we've ever booked so we had high expectations. The room, a 2-BR towers corner suite was/is *gorgeous*, and the whole family loved it for Christmas day. However, the experience could have been so much better for the crazy price: -- Wifi barely worked at all. When we went to the front desk there was some sorta "yeah we've been hearing that a lot" but no "we've got someone working on it" (yes, again, Xmas). They then gave us the "VIP" wifi which worked better, but I think more and more people were on it over time it degraded by day 2 or 3 also. -- The TV experience isn't great. The main "TV" has no grid/channel selector, so you can't scroll for what's on; we found in our second bedroom "as we were leaving" that there was a paper guide, but we didn't have one in our main living room so spent a lot of time pushing up-arrow to see what was on. It's also not a "smart TV" -- no built-in YT or Netflix -- they had Chromecast, but since the wifi was unusable ... we didn't do what we hoped for Xmas, which was watch an Xmas movie. -- The corner suites have a "kitchen". However, the kitchen had all 100% empty drawers -- not a single spoon, or drinking glass, or plate, or anything. For $2500/night this was exceptionally disappointing. We arrived late the first night and around 10pm asked if we could have some coffee mugs and/or stirring spoons to make hot chocolate for our kids, and were met with a response as if we'd asked for something illegal -- just completely "impossible". Similarly one night a bit past 10 we asked if it was possible to get any ice, and got a similar not-super-polite reponse that that was impossible. This seems unreasonable for $2500/night of a room with a "kitchen"??? Why have a kitchen and make it largely unusable?

For a NY hotel right in the middle of all the action, it was exceptionally quiet. Could not hear any neighbors or traffic below, so top notch noise isolation, which is a huge plus in my book and a rarity for a NY hotel with a good location. Spacious room, which is a rarity, too. Great hot chocolate at the Winter Bar in the courtyard by the tree. Magnificent views of St Patrick's Cathedral, which is right across the street. Unfortunately, this is where the good ends and the not so good begins. We arrived at 1 am with hungry children only to find that there was no 24-hour room service. At these prices, really?! Note that they do have a late menu on the website, which is FALSE ADVERTISING because the operator told me the menu should have been taken down, as no food is available after 10 pm. If I knew this in advance, I would not have booked here, so I suffered actual damages due to the false advertising here. Also, not a glass to be found in this big room. Nowhere to even put your toothbrush. I called and asked for glasses, and was offered plastic cups instead. Lovely. When we did get to try the food at the hotel at breakfast, it was awful. Just plain bad. Eggs benedict was barely warm and tasteless. Again, this should not happen on Madison Avenue. Fire the chef, get a better one, the one that actually does justice to your beautiful space.

This was my fifth year booking my boss and friends for their annual December trip to NYC and stay at The Towers at Lotte New York Palace. I cannot personally speak to the hotel experience itself, but what I can speak to is how Jimm is a WIZARD at making the impossible possible! He has always been my point of contact and I assure you, he knows his stuff! Ask for him by name, and you won't be disappointed!!