Lotte New York Palace & The Towers

My stay at Lotte New York Palace is always really good, but this particular trip takes the cake. I was staying at another hotel in Midtown (Lotte was fully booked for two days out of my five days in New York) and had a horrible experience. I was moved to Lotte and upon my arrival no rooms were ready (it was still quite early). Knowing the experience that I had at the previous hotel and that I was in town for a conference, Jorge Cruz jumped into action to get me settled in as quickly as possible so that I could head on to my conference. I cannot thank Jorge enough for turning around my time in New York. My room was impeccable and I had quite the view of the cathedral.

We are frequent visitors to NYC and have stayed at many luxury hotels over the years. This trip, we decided to try somewhere new for my daughter's 24th birthday. We are so glad we chose this place! It was pouring rain when we arrived and the doormen were right there to provide umbrellas and get our luggage. It can be a bit confusing when you enter the lobby as to where to check-in, as both the Lotte and The Towers share an entrance. We were greeted immediately by staff and directed to our check-in location. They were so helpful in answering our questions. To our surprise, we were upgraded to a corner suite in the Towers that was absolutely incredible! It was spacious with a great view and every amenity. It has a bar/kitchen area that was great for storing our wine, snacks, etc. Every thing was very clean, luxurious, and well-maintained, which made our stay comfortable and relaxing. It was very quiet and you'd never know you are in the heart of Midtown. The highlight of our stay actually came when we unexpectedly had to extend our stay an extra night due to a business meeting. The hotel was pretty full and since we were upgraded on arrival, it was probable we'd have to hassle with moving rooms. Norma Tabora came to the rescue! She provided absolutely exceptional customer service and work diligently with the manager, Terrill Cuddon to ensure that we could stay another night. She handled out situation with complete professionalism and was so friendly and helpful. She truly went above and beyond in communicating with management to help us out. In the end, we were able to stay in our suite with a small upgrade fee. We were so grateful to Norma and Terri for working nonstop to find a solution. During the 15 minutes or so it took to get things managed, we also spoke with Kal Naim, the concierge. He was so personable and helpful. And he was so kind to provide my daughter and I with complimentary spa treatments since my husband was going to be tried-up all day. All in all, it was one of our top stays in NYC. I will always consider The Towers as a preferred choice when we are selecting our hotel in the future.

We had an incredible stay, thanks to Rebecca who upgraded our suite since ours was not ready in time. The most incredible hotel room I’ve ever been in. Thanks Rebecca!

We had the fabulous time but that was the best concierge service I have ever had!!! And I travel a lot!!! Ani and Isabella were so friendly and professional. Thanks for a trip that made a memory for a lifetime!!!

I highly recommend this hotel for anyone looking for a luxurious and restful stay in a prime location. Lilian and Christian have been great and nice. I will stay here again.