Lotte New York Palace & The Towers

A wonderful check in and service experience at the towers, despite a very busy time of year, specially thanksgiving eve. Clara, at reception was wonderfully pleasant and attentive. The hotel has a good vibe, is clean, and well run. I’ve been to some of the best hotels in the country and this facility is right up there with them. Thank you for your efforts Clara - it’s the human side that makes moments memorable.

I confirmed one week ahead that my Junior Suite would be ready for the 4 PM check-in I paid for. I even changed our flights (over $1,000 per ticket) so we’d arrive at 5 PM instead of 1 AM to enjoy our Thanksgiving week in NYC. We arrived only to spend two hours waiting, and the room was still not available. The front desk first offered that I could pay $500 extra for an upgrade, but when I asked simply to receive the room I already paid for—or an equivalent or better room—the story changed. We were then told the previous guest had a Fine Hotels & Resorts guaranteed 4 PM checkout, so our room would not be ready. Then the manager, Mike, came over and said the upgraded suite was now suddenly “out of order,” and that it wasn’t $500 more per night but “$5,000 more,” adding that his revenue team would not allow anyone to be placed in that suite. Our two options became: 1. Wait indefinitely in the lobby (we were already 3 hours past check-in), or 2. Accept a downgraded Comfort Room, which is what we were ultimately given at 6:45 PM—despite paying $1,800 for the night. Throughout the interaction, the manager’s tense, defensive, and unprofessional tone left us feeling belittled, disappointed, and genuinely shocked that an organization of this caliber could treat guests this way. Considering the cost and inconvenience, including substantial flight-change fees, this experience was unacceptable. I genuinely wish we had booked next door at the Lotte Palace.

After staying last time in the regular part of the hotel, we decided to try the Towers, which turned out to be a much better value for what we got in return for the price paid. Service is attentive and impeccable, especially Anna-Marie who seems to work many hours at the desk from early mornings and weekends. The staff at the hotel is dedicated to customer satisfaction. I wish all hotels where I stay could be like this!

The entire staff from the moment we checked in until the time we departed was outstanding...! we forgot to ask for a bathtub and when we got to the room my wife realized this and called downstairs and are request was met ASAP. Bellman was very patient and Loren was thankful

I have to say there’s nothing better than Christmas season in NYC. Christian Ribeiro was WONDERFUL! Definitely ask for him at the concierge desk! Came for an all-girls long weekend to shop, eat, and walk and he helped create a tailored itinerary for the whole weekend! He truly was a pleasure to work with and elevated the experience! The Lotte New York Palace is lucky to have him! Truly a gem in the industry!