Lotte New York Palace & The Towers

Ideal location, efficient reception, elegant contemporary atmosphere. We booked two rooms in the Towers, but one was delayed due to some technical problems, so we received an upgrade. The rooms are very spacious, facilities modern, service excellent and courteous. We especially appreciated the attention from Clara at Towers reception, who quickly resolved any issues. We had a change of plans one evening, and on short notice Clara recommended and reserved a table for us at a nearby restaurant where we had an excellent dinner. We already look forward to our next visit.

Clara at reception made our check-in experience easy and welcoming. We had family arriving the next day and she followed up with us to make sure they arrived safely. I had ordered some packages before arriving and mentioned this to Clara. She actually brought the packages up to our room herself! Clara also had the enviable talent of instantly remembering people's names, which always makes you feel special and important. If you decide to stay here, and you should, please ask for Clara at the reception desk. It will make your stay at this beautiful, clean and perfectly locked hotel all the more special!

My fiance and I stayed in the Towers at Lotte for a long weekend birthday trip. It was an immaculate experience, and I would recommend staying here to any and all that ask. From the moment we reached the reception desk, Clara made it clear that she would devote unwavering attention and energy to making our stay as pleasurable as possible, and a myriad of other committed staff members and management (Anass!) went above and beyond to elevate our weekend. Thank you all!

We had an amazing time staying here!! Our checkin process with Clara was seamless and efficient, especially because our plane landed late and we needed to make it to the broadway show we were going to see. All the amenities are beautiful and the workers are so nice! Killer view from our room and beds so comfy you’ll be tempted to ignore your plans and stay in them all day!

Absolutely do not recommend if you are used to actual customer service. We are here now. Checked in last night and there was only one person checking in guests. Has to wait 10 minutes with no acknowledgement from her or the two concierges standing nearby. I know concierges do not check in guests but they are all part of the same team, no? A simple “appreciate your patience; someone will be with you” would have been nice. We get to our room and one of the lights do not work and the pipes in the bathtub make this loud, groaning noise when turned on. The carpet under the table was not vacuumed. The menu for room service said dinner went until 10.30 pm. We called at 10 pm and got the message that room service was closed. And this is a five-star hotel? This morning, I got a text from “Charlotte” from guest services, asking how our stay was going and telling us that she is available to help with any questions/requests. I responded and asked for a quote for a larger suite, if one is available. Absolutely no response whatsoever. Instead, I get another text hours later - again from “Charlotte” - asking me to rate our stay from 1-5. I see AI has taken over this hotel as well. Oh, and we had asked last night for a coffee machine to be delivered to our room in the morning (you can do so upon request). It is now 3.30 pm and guess where the coffee machine is. Not in our room, that’s for sure. I knew I should have booked The Langham or the Waldorf but thought we’d try this property. Never again and I do not recommend to anyone who appreciates even a modicum of standard service. We would have been better off at a Hampton Inn for half the cost.