Lotte New York Palace & The Towers

I had an outstanding experience at the Lotte New York Palace, thanks to two remarkable staff members — Ani Bedrossian and Isabella Ibragimov. They consistently served guests with genuine warmth and bright smiles, making everyone feel truly welcome each time we returned to the hotel. Their attention to detail and personal touch made a real difference — from recommending the best local restaurants to even offering a personal phone charger when I urgently needed one. Their professionalism, kindness, and hospitality reflect the very best of the Lotte New York Palace experience. I genuinely miss seeing them each day and want to sincerely thank Ani and Isabella for making my stay so memorable.

I’ve organized this detailed review into clear categories so you can skim quickly or focus on the sections most relevant to your stay — or read it in full to capture the essence of our experience. Hope this helps! STAY DATE: Friday, August 22nd – Monday, August 25th 2025. OVERVIEW: The Towers at Lotte Palace feels like a private NYC residence — grand in size, elegant in style, and staffed by people who make the experience memorable. The butler service, however, did not meet expectations. ROOM: We stayed in the Towers Corner Suite (1,210 sq ft, king + sleeper sofa + butler pantry). The sheer space is unmatched in NYC — it truly feels like an apartment. Shower had excellent water pressure. AC worked great. Bed was comfortable, linens could be softer but were fine overall. Noise insulation was incredible for Midtown. Blackout curtains made rest easy. Living room was huge. Kitchen had no glassware (all empty cabinets). Two closets, one large "walk-in" closet in the main entry hall, and a second smaller one in the bedroom. The rooms are undeniably “dated” in style, but the sheer size and layout are unmatched in New York. A full modern revamp would be wonderful — though it would almost certainly drive prices into the stratosphere. CLEANLINESS: Spotless throughout. Housekeeping kept everything immaculate, arriving late upon our request & never intruding. BUTLER / TURN DOWN SERVICE: For a Towers stay, the butler experience fell short. There was no greeting or proactive check-ins, and turndown was missed on two nights with none of the expected touches (slippers or robe laid out, curtains drawn, welcome treat, chocolates, a note, etc). Slippers only appeared on the last night, still in plastic and tucked under the nightstand. We also weren’t offered a standing morning coffee/tea delivery — something butler teams at peers like St. Regis, Ritz-Carlton, and Peninsula handle seamlessly. Overall, the butler presence was virtually non-existent — reactive rather than anticipatory. FOOD & DRINK: Breakfast in the Villard Room: Lemon mascarpone pancakes: rich and filling, easily shared. Avocado toast: tasty but not a standout; though it was beautifully plated and visually aesthetic. Peppered bacon: flavorful. Canadian bacon: good. English breakfast sausage: good. Cappuccinos: solid. *Suggestion: Adding wellness-style cold-pressed juices (like green juice with kale, apple & ginger, or carrot–orange–turmeric blends, which peers like St. Regis and Ritz offer) would elevate the breakfast offering. Worth noting: fresh juices (orange, grapefruit, apple, cranberry) are available. Room Service Hours: Breakfast: 6:30 AM – Noon Lunch/Dinner: Noon – 10:30 PM Late Night: 10:30 PM – 2:00 AM BARS: *The Gold Room — One of the most iconic spaces in the Palace, this gilded bar sits within the Villard Mansion and feels like stepping into another era. With soaring ceilings, ornate gold-leaf details, and a dramatic old-world atmosphere, it’s a quintessential New York setting for cocktails. The space itself has been featured in films and TV, adding to its historic allure. Drinks are well-crafted, but what truly sets it apart is the sense of place — you’re sipping in a room that feels equal parts museum, movie set, and private club. *Rarities- is the hotel’s ultra-exclusive lounge, discreetly located on the mezzanine level of the Villard Mansion. With only about 25 seats, it operates by reservation or invitation only and specializes in rare spirits, vintage wines, and high-end cocktails found nowhere else. Styled more like a private members’ club than a hotel bar, it’s intimate, quiet, and refined. Access is generally limited to Towers guests, members, or those who arrange in advance through the hotel. AMENITIES: Booking through Amex Fine Hotels + Resorts gave us guaranteed 4pm late checkout, daily breakfast credit, and a $100 property credit — all honored seamlessly, which isn’t always the case at NYC hotels. Towers guests also have a private lobby and concierge, spa with sauna and steam room, and complimentary house car service (based on availability). The fitness center is one of the largest hotel gyms in New York City, featuring Peloton bikes, full strength and cardio equipment, and sweeping views of St. Patrick’s Cathedral. Free high-speed internet is included in the Towers (paid elsewhere in the hotel). LOCATION & VIBE: Prime Midtown spot — steps from Rockefeller Center, Fifth Ave, and St. Patrick’s Cathedral. The view of the Cathedral from the Towers is breathtaking and feels uniquely New York. The property itself incorporates the historic Villard Houses (1882), which give the lobby its iconic old-world grandeur. Film buffs will recognize it instantly from the iconic series of Gossip Girl, it’s also appeared in 27 Dresses, Law & Order, and more. The vibe is classic old-world luxury with a grand lobby and a quieter, more refined Towers experience. During our stay, the hotel was buzzing with US Open energy — several tennis players were staying on property, and the courtyard even hosted a special pickleball event. It added a fun, unexpected element to the classic luxury vibe and showed how the Palace leans into major city moments. DISAPPOINTMENTS / CONS: Butler service was non-existent. Bathtub plug was stuck, unable to use the bath. (Please note- this is our fault for not mentioning it — I’m confident it would have been addressed quickly, had we informed them.) Décor shows its age- but honestly that's not a disappointment to me, as everything was clean. INSIDER TIPS: Towers check-in is separate from the main lobby. Make breakfast reservations during peak periods. Don’t assume butler service will be proactive — request what you want. Visit the Gold Room and say hi to Jose. This property is a NYC icon — ask staff about its history or book a Gossip Girl–style tour to fully appreciate the setting. Take advantage of the complimentary house car service (subject to availability). PARKING / VALET: Valet parking: Unclear if it is $90/day or $110/day. Self-parking available at SP+ garage on 50th St., next to the hotel. Doormen were excellent — warm, attentive, and deserving of recognition. SERVICE / STAFF: *Front Desk: Rebecca Villaseñor — an absolute star. She was kind, warm, and charming from the start. She went above & beyond, checked in on us regularly, and greeted us by name, a small detail that made a big impact. She made sure we felt genuinely cared for, delivering the kind of thoughtful, personalized service that defines a five-star experience. Rebecca made us feel welcomed, at home, and truly valued as guests. *Concierge: I’d like to highlight two members of the Concierge team — Ani and Diego. Both are world-class professionals who embody true five-star service: attentive, efficient, and exceptionally knowledgeable. They coordinated seamlessly with each other (even on days off) to stay on top of our requests, ensuring nothing was ever missed. Together, they anticipated needs and executed every request flawlessly, from securing coveted reservations to arranging thoughtful new experiences. They consistently delivered the hallmark service expected at a property of this caliber. *The Gold Room: Jose — the reason we chose The Towers in the first place. We first met him by chance in 2023 when we stumbled into the Gold Room, and his warmth, passion, and vibrant energy left a lasting impression. He even suggested we consider staying at the hotel, and a year later, we did exactly that. Jose isn’t just mixing drinks; he’s a true craftsman with deep historic knowledge of the property, a genuine love for what he does, and an attentiveness to each guest that feels effortless. It’s like magic watching him work, fast, efficient, and fully engaged with everyone at the bar. His presence elevates the Gold Room into an experience, and he’s the kind of hospitality professional who makes you want to return again and again. *Housekeeping: consistently excellent, discreet, and thorough. *Butler service: the biggest disappointment. Missed turndown service twice and offered no proactive attention. OVERALL: Between the oversized suite and staff like Rebecca, Ani, Diego, and Jose, this stay was exceptional in many ways. The weak butler experience, however, kept it from being flawless. Would absolutely return — but with realistic expectations for their version of “butler service.” The staff, location, room size, FHR perks, and historic atmosphere ultimately outweighed the misses. It truly felt as though we were saying goodbye to family when we left. I genuinely look forward to returning.

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!