Lotte New York Palace & The Towers

We loved our stay at The Towers! We had such amazing customer service while we were here! Between Daphne and Adam and sales to Anna-Marie and Ani in concierge! The staff were Al Leo friendly and eager to help! Anna-Marie in concierge recommended amazing places to eat and shop! Our room was always cleaned and taken care of. We even had packages delivered directly to our room while we were visiting. I would definitely recommend this hotel on your trip to NYC!

The hotel is beautiful. We stayed in the best room. Unfortunately my husband had a medical emergency. An ambulance had to be called & there was some disarray in the aftermath. Nothing was damaged beyond repair. Rebecca at the front desk was kind beyond what she needed to be. The room was cleaned. She told me to relax & get some sleep after such a traumatic event. The following day I received a call from a woman named Julie. She was brisk to the point of being rude, and told me we had to vacate the room due to damages that she herself had not even inspected. I tried to explain that despite what she heard or pictures that might have been taken - that everything was as it was. I also explained that for $20,000 I expected better treatment than throwing a wife out of the streets of NYC when her husband was in the hospital. Had we stayed the total stay would have been in excess of $40,000. Will never be returning.

We brought our daughters (4 and 9) to New York City for the first time to meet our NYC family, and The Lotte New York Palace couldn’t have treated them—or us—any better. We arrived after midnight (after a flight that literally had to turn back 30 minutes from landing), and the front desk team greeted us like old friends. They handed each of our girls a NYC gift bag with Yankees gear and stuffed bears—instant smiles after a long travel day. That welcome set the tone for the entire stay. Our room had a fantastic view of Radio City Music Hall and the Hudson River. Waking up to that skyline never got old. During warm afternoons, the outside bar in the atrium was perfect: we could relax with a drink, soak in the city sounds, and the kids had space to move around safely. All week long, the staff absolutely spoiled our girls with cookies and little treats. It made them feel special and made our family trip unforgettable. I’m writing this a few months later and wish I’d kept every name, but to the amazing associate from Kazakhstan—THANK YOU. Your kindness is a memory our daughters will never forget. From start to finish, the service was thoughtful and family-friendly without sacrificing the elegance you expect from a landmark hotel. We could not have picked a better place for our kids’ first time in the city, and we will 100% be coming back. Thank you, Lotte, for an amazing trip!

Thank You to Ms. Rebecca Villasenor for making our stay at the Towers very welcoming. She made our experience very warm and at home. We look forward to another visit during the holidays! Thank You Rebecca, we look forward to seeing you and the Lotte again!

Rebecca at the front desk was remarkable and super detailed. She made everything about our stay amazing and we will definitely be back.