Lotte New York Palace & The Towers

This was the second visit this year. The first visit was in late Feb; it was fantastic! Everything about the stay was awesome. The second time, it wasn't the same experience at all. The hotel lobby is small which made the April visit less enjoyable; there were crowds everywhere - the lobby, the bar, the restaurant. While visiting the spa waiting for my treatment, someone was using the relaxation room to give a sales presentation. And it was as if they had new staff. Unlike the first visit, the staff were indifferent throughout the hotel and restaurant. The room clearly had not been properly cleaned. I dropped an earring which went under the bed. Upon retrieving the earring, i found a dirty rolled up men's sock under the bed. When we asked for the missing bench at the end of the bed to be replaced and pointed out the folding luggage rack was broken, in pieces, the staff person ws rude and dismissive. However Rebecca V and one of the male concierge (we didn't get his name) and the doormen were exceptional. The location is great, we love the history and feel of the hotel, but the second visit was beyond disappointing.

The hotel is certainly luxurious and very well situated just across the street from the storied St. Patrick’s Cathedral. Up a flight of stairs there is the Gold Room where you quickly see how the hotel earned its name The Palace. Rooms are nice, clean and well furnished. Room service is just as you would hope. Housekeeping is made up of a corp of the very nicest and accommodating staff. What shined the most were the professionals working the front desk as we registered and then again each time they greeted us each time we came through. Calling us by our names and coupling the words with genuine smiling faces. So nice. So impressive. It is obvious management invest in the recruiting, training and retention of a best in class staff. Congratulations. A special shout out to Norma, Ami, Isabella, Rebecca and of course Clara. The front desk professionals made sure we remember the Lotte is the most favorable way. Thank you, Jlane

Our stay at the Towers was awesome. Rebecca at the front desk was the best. She made us feel right at home. Everyone was super friendly and helpful. The rooms are so roomy. Small walk in closet was great. The little cafe was convenient and had great coffee. The location is perfect. Highly recommend.

We are here now and this hotel is amazing. The hotel itself is great but the most amazing thing about it are the people working here. Clara at the towers lobby desk is the sweetest person you will ever meet. I think she never goes home. Always greeting us by name and making us feel at home in NYC. She says she loves working at the hotel! Charles is the bellman extraordinaire! Sure he helped with our bags, but he goes above and beyond. He made dinner recommendations that were awesome. He pretty much planned out everyday with us telling us where to go in the city and how to do it. We will never stay anywhere but here when in NYC. And will be looking for our friends Clara and Charles when we return!

Amazing stay at the LOTTE Towers!! Ryan and Clara at the Towers were so amazing and incredibly welcoming!! From helping us find restaurants to getting us tickets for shows, both Clara and Ryan were awesome!! We are sooo happy that we decided to stay at LOTTE Palace instead of the Plaza which is where we stayed last year - the personal touch to the service was something we’ve never experienced. Our entire family was happy. G. Grewal.