Lotte New York Palace & The Towers

This is the third time that we have stayed here. The rooms are always spacious and the beds are very comfortable. The front desk is always very helpful and the hotel is so conveniently located. Everything has been thought of. But this time, there were a few places the hotel fell short. There was a housekeeping closet behind our room and there would be loud noises and things would fall frequently. One morning, the sounds woke us up at 6 AM. I would recommend requesting not to stay near the elevator. We also had some guests that were rather loud at 11 PM who woke my sleeping child up. Also, housekeeping did not come one day at all, and we had to call for assistance as evening arrived. Also, upon check-out the front desk could not get the restaurant to post our final morning breakfast after several calls so that I could have the final bill. I waited 10 minutes, and it just wasn't going to happen so the front desk finally said that she would e-mail me the bill. Unfortunately, that did not happen as well. This hotel has a lot going for it but fell short of the mark this visit.

We as a family did a trip to NYC (I did the NYC Marathon) It was one of the best experiences we had. The whole staff (Reception, Concierge, Housekeeping, the doormen) made us feel like home and above all the treated my son and wife with the outmost respect. CONCIERGE SERVICES 10/10: For Halloween & my son' birthday we wanted to do Trick or Treat and do something especial. The concierges (Diego, Isabella) gave us the best advice, help & directions as to where to go. I got a bit lost and Diego patiently took my call and then texted me with clear and concise directions (most amazing guys ever!) - RECEPTIONISTS 10/10 (Melody, Cat & Rebecca) Always helpful, attentive and and making sure we were taken care of. Norma even went above and beyond and gifted my son chocolates (Pomme Palais) for his birthday which was awesome & a total surprise. - HOUSE KEEPING 10/10 very helpful and always ready to keep our place clean and provide water. (I forgot her name but I know she was from Tibet) was very kind to us! - DOORMEN 10/10 Always very friendly and smiling and ready to serve with great attitude. - HOTEL & ROOM # 4602 Double: 10/10 Warm, well kept & maintained

This Hotel is great, and the location is truly perfect. The staff is wonderful, particularly Kat at the Concierge desk and Maurice. Kat was incredibly helpful with logistics and advice even booking a car for us. Maurice was so kind and made great recommendations for food in the area. We look forward to coming back!

Everything we could have imagined. Thank you Jorge, Francesca and Ani for making this a most memorable stay. Hope to see you soon!! The hospitality, extra effort, and overall great feeling experience is greatly appreciated. By the way, the suite was magnificent.

We booked this hotel because it was the #2 hotel on TripAdvisor in all Manhattan. It wasn't even close. It's not a bad hotel, it's just not a good experience for $1500/night when you're comparing it to the best in NYC. I was trying to figure out "how did they get so many good ratings." They have a very clever system. When you log in, it asks you to rate your experience. If you rate it poorly, it asks if you want to talk to a manager. You fill in your information and your issues. Don't worry - they don't follow up with you/ If you rate it well, it kicks you to a TripAdvisor review. Very clever way to cherry pick good reviews. I'm not sure it's compliant with TripAdvisor's system, but that's why they're rated so well. They don't deserve it. It's also clever that when you try and submit a review, they've accidentally built into the capture system the company they use to filter ratings - MicroMetrics. You can read about their "Three-Step Strategy to improve TripAdvisors Popularity Index." Clever, but bad for the consumer who's looking for a quality hotel experience. If you're looking for the best in NYC, look elsewhere.