Lotte New York Palace & The Towers

My first negative review, ugh. I’m keeping this review up unless management meaningfully makes this right — and if they do, I’ll update the outcome so future guests know how the hotel handles service failures at this price point. We stayed in NYC for 10 days and thought ending our trip on a high note at the Lotte would be a guaranteed win. Unfortunately… it wasn’t. The core issue: a surprising lack of hospitality. We fully expected the holiday season to be chaotic, so we called ahead to outline our requests and needs for the stay. The team assured us everything would be handled. I even asked, “Your concierges are Les Clefs d’Or, right?” They confirmed they were. But from the minute we arrived, that promise did not match reality. Check-in was a mess. Despite calling hours before to confirm the room was ready, it wasn’t. We arrived with nine bags, the road closed to the entrance of the hotel so our driver dropped us off a block away (not the hotels fault), and as we finally got to the front even tho we did look like 2 crazy people lugging in 9 bags bc we had no choice...not a single staff member offered help. We finally get to the front desk for the towers, the luxury side of the hotel, and right away i ask for water because i was shaking from overexertion and I was told the only water available was in our room… the room that wouldn’t be ready for several more hours. The real disaster: help with an oversized artwork. We purchased a 36×60 canvas painting and called ahead specifically to ensure the hotel could assist with getting oversized items home bc we knew we'd be shopping this wknd it was the point of the trip and a major reason we chose this property. The staff reassured us they would “handle it.” They have a shipping department who helps with this stuff all the time, we'd just take anything to them and theyd route it home for us. What a luxury right!?! Nope. The hotel does provide shipping services.... but apparently not for something as standard as a 36×60 canvas. The whole point in them shipping anything is bc it was something that wouldn't fit in our standard luggage for an airplane and my whole reason of asking if this was a service they offered. But instead of the service we were told and expecting their help with.... instead, we were sent on a wild goose chase through a packed holiday city. Every place they sent us was either incorrect, unhelpful, or unable to ship the item. We lost our entire last day of vacation trying to solve something we were told would be taken care of. With no options left and an early flight the next morning, we were forced to RIP OUR ARTWORK off the stretcher bars ourselves to roll it — with no tools, no assistance, and of course, it damaged the piece. To be clear: we never expected the hotel to be an art-shipping service. The issue is that we were promised oversized shipping help in case we purchased items too large, relied on it, and then spent our final day stressed, scrambling, and ultimately ruining both the art and our plans. For a hotel of this level and price, that disconnect is shocking. Overall We paid premium rates expecting premium hospitality. Instead, we wished we had just stayed at our previous hotel — half the price and triple the service. I travel to NYC monthly. I've stayed at some of the best hotels and I am telling you, save your money and stay at the penthouse of a boutique hotel like we did before coming to the Lotte and you'll be the most important people there instead of just a number to pass around to various departments trying to solve for a problem that was promised prior to the stay. I’m sharing this in hopes it helps others make an informed decision in case you are booking this premium price to get a team who will make your trip one of a lifetime. I feel like I lost life staying here. I will update this review if management steps in and improves the experience from here.

We had an amazing experience. The staff was exceptional. Front desk Clara was wonderful with my young son and shared the magic of Christmas with him. Helped him write a letter and ensured Santa would receive. Everyone was very welcoming and looking forward to staying at the Lotte again

My stay at the Lotte New York Palace was shockingly disappointing, especially given the price point. The staff were consistently rude and dismissive from the moment we arrived. Long lines snaked through the lobby just to check in, and luggage was left laying around with no organization or urgency. Our rooms weren’t ready until well after 4 PM, and not a single apology was offered. For a hotel that markets itself as luxury, the service felt more like an afterthought. Even breakfast was a mess — the staff blatantly up-charged the kids for items that should have been included. Overall, this property is absolutely not worth the money. Avoid it and stay literally anywhere else.

Best experience I've ever had by far and Christian Ribeiro the concierge made every single detail possible! From location to views, attention to detail and an incredible amount of experience shared! Even everything we needed to know in order to manage the subway, the transportation and all the go to places! Thank you Christian Ribeiro for everything and the Lotte Palace Staff aswell!

The hotel is beautiful. They placed a Christmas tree in the courtyard and it’s all decorated with Christmas theme. Christian (concierge) was amazing. He welcome us with a great smile and create a great evening itinerary for us! Joan for the mail desk helped with a delivery. Thank you so much !