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The Lotte New York Palace is the first five-star hotel in NYC's history offering ultra-luxurious amenities, distinctive events spaces, and opulent suites.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
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The Lotte New York Palace stands out for its prime location, which guests frequently commend for being close to iconic NYC landmarks. While the hotel's cleanliness receives high marks, with daily housekeeping maintaining both rooms and common areas, some visitors have pointed out the rooms' dated aspects and a need for modern amenities.
The service elicits mixed reviews, with commendations for staff friendliness juxtaposed against critiques of occasional slow service. Despite the festive atmosphere, especially during holidays, the value proposition has been questioned due to high prices and costly extras.
Location
Convenient
Atmosphere
Outdated
Rooms
Dated
Value
Expensive
Cleanliness
Meticulous
Service
Inconsistent
Amenities
Limited
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I was concerned when I read some reviews right before my visit the week before Christmas with my daughter. Complaints of luggage, elevators, and breakfast. The only thing I found to be true was you did need to make reservations for breakfast prior to your arrival which I did since breakfast was included in my AMEX rate . We were able to get in our room at 2 PM when we arrived, which we were very grateful for we had no issues with the elevators the four days we were there. The luggage folks were very responsive and helpful whenever we needed directions or storage of luggage no issues. The breakfast attendant was not the nicest but perhaps because she had to be the bearer of bad news for those who did not have reservations, but if your reservation is at 9:15, do not come at 9 o’clock. Once we were seated, we had amazing service, and the food was delicious , I do wish room service went past 9 pm , one night we wanted a bite after a broadway show . Housekeeping was top-notch we turned on the notification that we wanted our room serviced as we left, and it was always refreshed by the time we got back. We did go to the coffee shop. It certainly was busy, but the staff was working hard to get everyone’s orders. The little gift shop next-door was also very nice. The Christmas tree was absolutely stunning. It was a joy to look at it coming in and out of the hotel. The little bar with drinks and hot chocolate in the evening was also very enjoyable. A lot of people do come by to see the hotel but it did not affect us since there are essentially two ways to access the hotel. Most tourists are coming in one entrance while guests are coming in another can’t blame them for stopping by to see all the beautiful decorations. My only issue was I did reach out to the concierge via email prior to my arrival with a few questions, and I never heard back from them, no one reached out to me prior to my arrival on their own either from the concierge group. I was able to do everything I needed to do on my own. To summarize , beautiful hotel ,great location , great service and Christmas decor made it even better . This is our first stay , but we will be back !
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Date of stay: December 2024Trip type: Travelled with family
Room Tip:Make breakfast reservations ahead of time on line if included in your rate
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Uwe Kunz, General Manager at Lotte New York Palace
Responded 29 Jan 2025
Dear Dmc12345678901, Thank you for sharing your thoughtful feedback. We are so pleased to hear that you and your daughter had a wonderful experience during your holiday stay. It's fantastic that you enjoyed the location, service, and festive decorations, especially the stunning Christmas tree! We truly appreciate your understanding regarding the breakfast reservations and the busy coffee shop, and we will certainly review your comments about the concierge team. It’s wonderful to know that housekeeping, luggage assistance, and room service contributed positively to your stay. We look forward to welcoming you back for another memorable experience in the future! Sincerely, Uwe Kunz, General Manager
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I’ve visited NY every year for the last 34 years and always love to stay in The Palace now the Lotte New York palace . Just this year it will be my third time in this hotel because the place is so beautiful , the location is perfect , the concierges make the gust experience better than anywhere else , the housekeeping was so polite when I needed a refrigerator for my medicine . The staff in front desk are attentive and eager to help . So thank you for the experience you print on my memory’s every time I visit you . I really feel at home
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Date of stay: October 2024Trip type: Travelled on business
Room Tip:Everything is perfect
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Uwe Kunz, General Manager at Lotte New York Palace
Responded 5 Nov 2024
Dear Maria Teresa T, Thank you for your thoughtful feedback and loyalty to our hotel over the years. We're thrilled to know that The Palace has become a true home away from home for you, providing a beautiful setting, ideal location, and a dedicated team that makes each stay special. From our attentive concierges and front desk staff to our housekeeping team’s care with your needs, we’re honored to be part of your New York tradition. We look forward to creating more unforgettable memories with you on your future visits. Sincerely, Uwe Kunz, General Manager
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My husband stayed at this beautiful hotel last night. I have feedback that I hope will get noticed by hotel management. Front desk check in was not good. No instructions given on air system and nothing in the room. Room was cold. When we asked front desk the answer was simple. But we should have been told. On a Sunday morning, the person cleaning the room barely knocked on the door and came in. 9:30 am. She did the same 30 minutes later. We still weren’t ready. No Do not disturb card to hang on the door. Finally we were not told anything about WiFi when checking in. I called the front desk for the passcode and channel to use WiFi. They weren’t helpful. They transferred me to a support line that had a recorded message that they can’t give out a passcode . Go to the front desk. Never could log into WiFi so I gave up. Process should be discussed at check in. Small but important changes needed. Other than that the hotel is beautiful and comfortable.
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Date of stay: March 2025
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Horrific stay for many reasons, the service went downhill. We booked the lotte and received an email for an upgrade for the Tower( supposedly better experience) for a fee) then we arrived early and asked for an early checkin and they said for a fee they can get us into a suite( which was old and dirty with bugs( I have pictures). I didn’t complain because I like the Tower staff who we really like and are Phenomenally respectful and professional (both desk staff and concierge). We ordered room service and it took 90 minutes but the sweetest guy showed up and we tipped him a lot for being so sweet. Then we went to the restaurant and asked for coffee to go but the hostess asked staff and they said the coffee machine was just cleaned so it’s not possible🤦. The restaurant was open for another 1 hour plus 😮. Finally, I called and asked the front office manager for a later checkout because of flight at 6pm, I only needed an hour or 2… she rudely said “no, it’s not possible” so I asked for the General manager… she said “no, it’s not possible”🤦. I’m going to make sure to get someone higher than you, Trust me! 15 minutes later she called back And said she could do the late checkout in the 1000 room 5 Star Hotel. The owners have no idea how badly managed this hotel has become… how backward and rude some staff are but thankfully the Tower Staff were spectacular, there was a women(blonde hair) at the Tower Suites front desk who was absolutely AMAZING, so sweet, so helpful and she should be the Hotel GM, she is a woman of class, kindness, Grace and Professionalism, beyond SPECIAL and when I find her name I’ll add it to my review. The Doormen were so unbelievably nice that I tipped them all for just being nice, our housekeeper was Amazing❤️🙏😇🇺🇸
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Date of stay: October 2024Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Uwe Kunz, General Manager at Lotte New York Palace
Responded 31 Oct 2024
Dear ironchopper2, Thank you for taking the time to share your feedback. I am sorry to hear about the challenges you faced during your stay. Your feedback is invaluable, and we appreciate you taking the time to share your experience with us. I am hoping that we can connect directly about your stay and your concerns. Since TripAdvisor does not disclose contact information, I have messaged you privately so that we can speak directly about your experience. I hope to have the opportunity to regain your trust in Lotte New York Palace. Please check your inbox. Sincerely, Uwe Kunz, General Manager
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We stayed at the Lotte (my daughter’s 21st celebration mother/daughter trip) but we were disappointed. Location is great & the hotel itself (the gold room etc) oozes opulence but they over pack the hotel with conferences so it’s a min 10 min wait for the lifts that you have to squeeze into like sardines; you have to prompt the desk to call housekeeping to replenish the loo rolls due to the heavy foot fall in the lobby bathroom & as hotel guests you can’t find anywhere to sit in their lobby or outside “garden” area as the chairs are taken by conference visitors working during their breaks. I wouldn’t rate it as a 5 star.
The guys at the concierge desk were super helpful and friendly, the same with the staff in the hotel’s cafe & check in was quick and easy as was checkout. Our bedroom/bathroom was cleaned daily which was great although on day 2 the bathroom smelled musty no doubt due to a stale cloth being used to wipe down the counter tops.
The rooms are dated our shower over bathtub dribbled & the receptionist happily pointed out that my superior king room (which I thought I’d upgraded to thanks to BA’s misleading website) was in fact their standard 😂 what’s superior about that??! No tea/coffee making facility in room either. Next time I’ll book the Warwick
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Date of stay: September 2024Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Uwe Kunz, General Manager at Lotte New York Palace
Responded 16 Sept 2024
Dear Odette T, Thank you for sharing your feedback. While we're glad you enjoyed the hotel's location, concierge service, and daily room cleaning, we regret that certain aspects of your stay did not meet your expectations. We apologize for the inconveniences you experienced, including the lift wait times, lobby space, and room conditions. Your comments are important to us, and we will address these areas with our team to improve our services. We hope to have the opportunity to welcome you back in the future for a more seamless experience. Sincerely, Uwe Kunz, General Manager
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We usually stay at the plaza. We tried the Lotte for Christmas with our kids, for their first time to the city. I've never been more disappointed. It took an hour to checkin, an HOUR! I had booked 2 rooms both with double beds. I called twice in the week prior to speak with staff and ensure that the rooms were on the same floor/across from each other or next to each other. I was assured twice that a note had been made. Upon check in, I was told that the rooms could not be together unless I paid another 600.00 for a king room, after an hour of waiting I just said fine. Then, we still had to wait for another 4 hours for one of the rooms. It was 8pm with a 1 year old. Truly not ok. On top of that, we never got a key to that room, we were told it was being brought up 3 times. Nope. I had to try and get it, in a line of people 2 days in a row and finally got it on our last day. Tell me how that's ok? The room service took an hour and 15 min and 2 phone calls to get. It was cold and crusted over (the eggs) when we finally got it. I will not stay here again at this rate. I was told that the room service charge could be waived but not the upsell, which again, should be waived! You guys gave me no choice but to accept another 600 in fees to get a room, even though I booked 2 rooms months in advance. Worst service. I will be disputing charges if this isn't fixed, and leaving public reviews.
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Review collected in partnership with this hotel
Date of stay: December 2024
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Uwe Kunz, General Manager at Lotte New York Palace
Responded 31 Dec 2024
Dear Ashley Q, Thank you for taking the time to share your feedback. I am sorry to hear about the challenges you faced during your stay. Your feedback is invaluable, and we appreciate you taking the time to share your experience with us. I am hoping that we can connect directly about your stay and your concerns. Since TripAdvisor does not disclose contact information, I have messaged you privately so that we can speak directly about your experience. I hope to have the opportunity to regain your trust in Lotte New York Palace. Please check your inbox. Sincerely, Uwe Kunz, General Manager
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One would expect that for the reputation, location and name of this hotel, they would be updated in ambiance, interior design, and have the ability to connect various devices that are typically used. Additionally, it was very complicated to turn the lights on or off unless all the lights in the room were turned on or off at once. The positive aspect is that the room size is good and everything is impeccable, except for the air conditioning, which is old and noisy. It was listed as one of the recommended hotels for the New York Half Marathon, and yet the staff had no idea about it, and there was nothing available to eat or drink early in the morning on March 17th before the race.
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Date of stay: March 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
2nd time here and it’s pretty disappointing. Room is sparce and amenities were not restocked from previous occupant - I only know that because my room was just cleaned and the attendant put them out. It’s not a 5 star hotel. No turn down service, No one tries to address you by name. I feel nickeled and dimed. We just had breakfast at the Villard restaurant, the waiter just tried to upsell us with everything and when we asked for tap water instead of bottled, he shook his head while walking away from our table. Outside of that, one of our meals was not correct and we had to ask for utensils, plates for the basket of croissants we ordered, and water refills. Come on, the service would have been better at a Dennys and I would have paid significantly less than $400. Yes, breakfast for 5 was $400.
I love the Byredo products in the room, that was a nice surprise.
The location is great, the mansion is beautiful, the decorations for the holiday are nice. But for the $1000/ night for a king normal room to stay in the upgraded “towers”, I would say look elsewhere.
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Date of stay: November 2024Trip type: Travelled with family
Room Tip:There are 2 elevators so plan your trips up and down carefully.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Uwe Kunz, General Manager at Lotte New York Palace
Responded 17 Jan 2025
Dear J B, Thank you for sharing your feedback. We sincerely apologize for the experience you had during your recent stay. We strive to provide exceptional service, and it’s clear we fell short in several areas during your visit. Your comments about the room amenities, breakfast service, and overall experience are concerning, and we will address them with our team to ensure improvements are made. We appreciate your recognition of our location and the holiday decorations, and we hope to have the opportunity to provide you with a more seamless experience on your next visit. Sincerely, Uwe Kunz, General Manager
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During a recent long weekend, we decided to try out the Lotte New York Palace and stayed in the Towers. Despite the hotel billing itself as a luxury destination, I vehemently disagree.
Positives: room size is excellent and the location is convenient to a number of tourist destinations. Also when I needed a recommendation for alternatives to a restaurant we had originally wanted to go to, but decided to forego, the Towers' concierge was helpful in providing a few good suggestions and helped us make the reservation.
Negatives: Housekeeping was pathetic as we had asked for our room to be cleaned when we went out for the afternoon and after 5+ hours, nothing had been done. We then asked for towels, and it took them ~3 hours to get us those towels, after calling multiple times. Most breakfast items at the Villard restaurant were not only sub-standard, they also were unbelievably overpriced for what we received. It felt nothing short of daylight robbery... for example, $12 for a few rubbery and tough chicken sausages! The main hotel concierge was incredibly misleading. We signed up for the St Patrick's private tour for $500, which ended up being only semi-private. When booking with the concierge, I had also asked if the tour included the Catacombs, and the concierge gave me a resounding "Yes"! And lo and behold...no Catacombs tour...that takes place at the old St Patrick's location and is completely separate. On our day of departure, I asked how long it would take for us to take a cab to Moynihan Train station. The bellman said 30 minutes would be plenty. When we came back 30 minutes later with more than 50 minutes until our train departed, another bellman (who did not even approach us, although we were standing outside for a good 10+ minutes) said it would take us at least 30 minutes to even get a cab (due to the Columbus Day parade). The misleading advice from the first bellman and the inattention from the second one meant we missed our train ride and had to rent a car to get home instead. Overall an incredibly unsatisfactory and unacceptable stay. This is no 5-star hotel and should be ashamed to call itself as such.
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Date of stay: October 2023
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Giuseppe Lama, General Manager at Lotte New York Palace
Responded 16 Oct 2023
Dear Fine_Conniseur, Thank you for taking the time to share your feedback. I am sorry to hear about the challenges you faced during your stay. Your feedback is invaluable, and we appreciate you taking the time to share your experience with us. Since TripAdvisor does not disclose contact information, I have messaged you privately so that we can speak directly about your experience. I hope to have the opportunity to regain your trust in Lotte New York Palace. Sincerely, Giuseppe Lama, General Manager
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This was my first visit to new york and I was very excited about staying at this five star hotel. We chose to stay in the towers section, which is the “luxury” part of the hotel, which our bellman mentioned to us as we went into the elevator. We checked in a little after three and the receptionist said our room wasn’t ready, but she found us an upgraded suite with a view to the chapel. We had two queens and the room was quite nice. The bellman spent about ten minutes explaining the room control panel and helping us with the ViP wifi and password and giving us some history about new york. The room was quite clean, but the drawer liners need upgrading. There are cracks in the blackout curtain. The pillows are way too soft, but the beds are very firm and comfortable. The bathroom is kinda dated with black granite. The tub drain is rusting and the wall tile wasn’t cleaned well. I don’t see the purpose of the bidet; I prefer the two in one toilets like in japan, but oh well. The tv has chrome cast streaming available, but it signs you out every time you turn off the tv, which is inconvenient. The minibar blue lights were very annoying at night because it’s so bright, so we had to cover them up before bed. We asked the front desk to look into it and they never got back to us within the five nights that we stayed here. The lighting system takes some getting used to since you can’t always adjust the lighting in each section of the room exactly way you want. Our door didn’t close all the way either, you had to make sure it was closed or it stayed ajar, which wasn’t good. We had $100 daily credit to use for breakfast at the restaurants and bakery. We loved the Pomme Palis bakery since they serve coffee, juices, salads, breakfast and more. The chocolate croissants were amazing! Eating out in the second floor terrace was wonderful too! The staff were somewhat friendly, but I felt like they just stared at us as if we didn’t belong..probably because we were dressed so casually. The nightly turn down service with four bottles of water was a nice touch although I feel like new york tap water tastes better than most states tap water. I’m also disappointed that the maid service was inconsistent daily. One night we got an odd number of towels we started with and every night after that, they never replenished our toiletries completely like face wash and shaving kit. I’m very disappointed with the service, definitely not five star service. At least the destination was close to times square and broadway and grand central station.
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Date of stay: June 2024Trip type: Travelled with family
Room Tip:Parking is expensive $75 a day
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Uwe Kunz, General Manager at Lotte New York Palace
Responded 25 June 2024
Dear kdooka, Thank you for taking the time to share your feedback. I am sorry to hear about the challenges you faced during your stay. Your feedback is invaluable, and we appreciate you taking the time to share your experience with us. I am hoping that we can connect directly about your stay and your concerns. Since TripAdvisor does not disclose contact information, I have messaged you privately so that we can speak directly about your experience. I hope to have the opportunity to regain your trust in Lotte New York Palace. Please check your inbox. Sincerely, Uwe Kunz, General Manager
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Yes, in the restaurant downstairs. Classy environment (it's a bar at night), but very pricey. All in maybe $40+ each. Food good but service a little slow. Reservation not required but seating limited even on a weekday as people camp out after eating with a cup of coffee and their phone in hand.
There are only two bars; you can definitely have a drink without food. Not sure about whether they will allow your son in, but if they don't you can always bring your drink to the really nice lounge area near the lobby.
There are more places to choose from in the New York City area.
PRICE RANGE
AU$740 - AU$1,164 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
new york palace hotel, new york city palace hotel, palace hotel new york, palace hotel nyc
FORMERLY KNOWN AS
The New York Palace Hotel
LOCATION
United StatesNew YorkNew York CityMidtown
NUMBER OF ROOMS
909
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
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