Penthouse Suite | Living area | 42-inch plasma TV with cable channels, TV, video-game console

Reviews of The Towers at Lotte New York Palace

5 out of 5
The Towers at Lotte New York Palace
455 Madison Avenue, New York, NY

Reviews

9.2

Wonderful

Rating 10 - Excellent. 381 out of 524 reviews" "
Rating 8 - Good. 79 out of 524 reviews" "
Rating 6 - Okay. 36 out of 524 reviews" "
Rating 4 - Poor. 17 out of 524 reviews" "
Rating 2 - Terrible. 11 out of 524 reviews" "

9.4/10

Cleanliness

9.0/10

Staff & service

8.8/10

Amenities

9.0/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

4/10 Poor

barry

Disliked: Cleanliness, property conditions & facilities
Stayed 3 nights in Feb 2024

10/10 Excellent

Mark

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was amazing!
Stayed 1 night in Feb 2024

8/10 Good

Thomas, Lake Oswego

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Huge rooms, a little dated but the size made up for it, especially for New York
Stayed 4 nights in Jan 2024

4/10 Poor

kevin

Disliked: Staff & service
Stayed 1 night in Feb 2024
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Kevin,Thank you for taking the time to share your feedback, and we appreciate your honest rating. We're sorry to hear that your experience did not meet your expectations, and we sincerely apologize for any shortcomings.Your satisfaction is important to us, and we would like to learn more about the specific issues you encountered during your stay. If you are comfortable sharing more details, it will help us address and rectify the concerns to improve the overall guest experience.We value your feedback and would like to have the opportunity to make things right. Please feel free to reach out to me personally so that we can further discuss your concerns and work towards a resolution.Thank you for bringing your concerns to our attention, Kevin. We hope to have the chance to regain your trust and welcome you back for a more positive experience in the future.

10/10 Excellent

Deborah

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were treated well and our room was a renovated one with an eastern exposure and a spectacular view from the 53rd floor. The blackout shade was a bit disheveled so it let in light in the morning and someone left the alarm clock on so it went off just before 6am and woke us all up. That was not pleasant. Aside from that we will definitely return next time we go see a show. So much more fun than driving in and back in the same night.
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Deborah,Thank you for choosing our hotel for your recent stay, and we appreciate your positive feedback. We are delighted to hear that you enjoyed our renovated room with its spectacular view from the 53rd floor. It's fantastic to know that you felt well-treated during your visit.We apologize for the inconvenience caused by the disheveled blackout shade and the unexpected wake-up call from the alarm clock. Please rest assured that we have addressed these issues to ensure a more seamless experience for our guests in the future.Your kind understanding is appreciated, and we are thrilled to learn that despite these minor hiccups, you are planning to return for your next show. It's wonderful to know that we have become your preferred choice for accommodation when attending performances. We agree that staying overnight adds an extra layer of enjoyment to the overall experience.We look forward to welcoming you back and providing you with an even more memorable stay. Thank you again for your feedback, and we look forward to your next visit with us.

10/10 Excellent

Ryan

Liked: Cleanliness, staff & service, property conditions & facilities
The staff were great.
Stayed 2 nights in Jan 2024
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Ryan,Thank you for sharing your positive feedback with us! We are thrilled to hear that you had a wonderful experience during your stay, and we genuinely appreciate your kind words about our staff.Our team takes great pride in providing exceptional service, and it's heartening to know that their efforts contributed to your overall satisfaction. We will be sure to share your compliments with the entire staff, as recognition like yours motivates us to continue delivering outstanding hospitality.Thank you for choosing The Towers at Lotte New York Palace. We look forward to the pleasure of welcoming you back for another exceptional stay in the future.

10/10 Excellent

Carolina

Liked: Staff & service, property conditions & facilities
Very nice
Stayed 8 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Carolina,Thank you for taking the time to share your feedback, and we are delighted to hear that you had a very nice experience during your stay! Your perfect 5 out of 5 rating is truly appreciated, and it brings us great joy to know that we were able to meet your expectations.We strive to provide a memorable and pleasant stay for all our guests, and your positive comments encourage us to continue delivering excellent service.Your satisfaction is our utmost priority, and we look forward to the opportunity to welcome you back for another very nice stay in the future. Thank you for choosing The Towers at Lotte New York Palace. We look forward to welcoming you in the future.

2/10 Terrible

prakash

Traveled with family
Disliked: Staff & service
They gave away our room had no empathy suggested separating us from our kids. They were understaffed and overwhelmed.No customer service, Terrible!!!!
Stayed 3 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Prakash,I am deeply sorry to hear about the negative experience you had during your stay with us. Your feedback is concerning, and I sincerely apologize for the inconvenience and distress caused by the issues you encountered. We apologize for the lack of empathy regarding not having your room with two beds on the first night. Due to a situation beyond our control, it left us in a situation impacting your reservation. I apologize that it was not handled in a better way. I would love the opportunity to discuss this further with you. Please feel free to contact me directly so we can address your concerns in more detail and work towards a resolution.Once again, I apologize for the inconveniences you faced during your stay, and I appreciate your feedback as it helps us to identify areas for improvement. We hope to have the chance to regain your trust in the future.

10/10 Excellent

Stephanie

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We have stayed here many times and it is always amazing. The staff is the best and always greets you with a smile. Clean rooms, comfortable beds, fabulous location. Love it - we will be back!
Stayed 4 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Stephanie,Thank you so much for your wonderful feedback and for choosing our hotel repeatedly! We are truly grateful for your loyalty to The Towers at Lotte New York Palace and we are thrilled to hear that you had another amazing experience during your stay.Your perfect 5 out of 5 rating is a testament to our team's dedication to providing excellent service. We're delighted that you appreciate the room, comfortable beds, and our fabulous location. Your kind words about our staff and their warm greetings mean a lot to us.We can't wait to welcome you back for another fantastic stay! Thank you again for your continued support, Stephanie. We look forward to hosting you on many more memorable occasions.

10/10 Excellent

Karine

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Karine,Thank you so much for your wonderful feedback and for giving us a perfect 5 out of 5! We are thrilled to learn that your experience at our hotel met your expectations.Your positive rating is truly appreciated, and it motivates us to continue providing exceptional service. We are grateful for your loyalty and support to The Towers at Lotte New York Palace and we look forward to the pleasure of welcoming you back for another fantastic stay in the future.

10/10 Excellent

AMANDA

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were top notch for first timers visiting New York. The hotel was beautifully decorated and always clean. Highly recommend.
Stayed 3 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Amanda,Thank you for choosing The Towers at Lotte New York Palace for your first visit to New York, and for your glowing feedback! We are thrilled to hear that you had a positive experience.It's wonderful that our staff left a lasting impression and contributed to making your visit memorable. We take great pride in providing top-notch service to our guests.We appreciate your kind words about the hotel's beautiful decoration and cleanliness. Maintaining a welcoming and pristine environment is a priority for us, and we're delighted to know it was well-received.Thank you for highly recommending us. We look forward to the pleasure of hosting you again in the future.

4/10 Poor

Gevorg George

Disliked: Staff & service
Stayed 4 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Gevorg George,Thank you for taking the time to share your feedback, and we appreciate your honest rating of 2 out of 5. We are genuinely sorry to hear that your experience with us did not meet your expectations.Your satisfaction is of the utmost importance to us, and we would like to learn more about the specific issues you encountered during your stay. If you are comfortable sharing additional details or concerns, it will greatly assist us in understanding and addressing the areas that need improvement.We apologize for any inconvenience or disappointment you may have experienced, and we are committed to taking the necessary steps to enhance our services and overall guest experience.Thank you for sharing your feedback, Gevorg George. We appreciate your honesty and we hope to get the opportunity to hear from you so we can address your concerns. We look forward to the opportunity to welcome you back and provide you with the level of service you rightly expect.

6/10 Okay

Bryan

Stayed 1 night in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Bryan,Thank you for taking the time to provide your feedback, and we appreciate your honest rating of 3 out of 5. We value your input, and we're sorry to hear that your experience with us did not meet your expectations.Your satisfaction is important to us, and we would like to better understand the aspects of your stay that fell short. If you are comfortable sharing more details or specific concerns, it would greatly assist us in addressing and improving our services. Please reach out to me directly as I would love to get the opportunity to address your concerns about your stay with us. We genuinely apologize for any inconvenience or disappointment you may have experienced, and we are committed to making the necessary adjustments to enhance the overall guest experience.Thank you for sharing your feedback, Bryan. We appreciate your honesty and the opportunity to learn from your experience.

10/10 Excellent

Kelly

Liked: Staff & service, amenities
Stayed 1 night in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Kelly,Thank you so much for your perfect 5 out of 5 rating! We appreciate your positive feedback and are delighted to hear that your experience at our hotel met your expectations.Your satisfaction is our utmost priority, and we are grateful for your support.Thank you for choosing Lotte New York Palace. We look forward to welcoming you back in the future.

10/10 Excellent

Victor, Aurora

Stayed 3 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Victor,Thank you so much for your glowing review and for awarding us a perfect 5 out of 5! We are absolutely delighted to hear that your experience at our hotel met and exceeded your expectations.Your positive feedback is truly gratifying, and it means the world to us. We're thrilled to know that you had a fantastic stay, and your perfect rating inspires us to continue delivering the highest level of service and hospitality.We sincerely appreciate your trust and loyalty to The Towers at Lotte New York Palace and we can't wait to welcome you back for another 5-star stay in the future

10/10 Excellent

Jacob

Stayed 3 nights in Dec 2023
Response from Sincerely, Uwe Kunz, General Manager on Feb 19, 2024
Dear Jacob,Thank you so much for taking the time to share your feedback, and we are thrilled to see your perfect 5 out of 5 rating! It's wonderful to hear that your experience at our hotel met your expectations.We appreciate your positive comments and are delighted to have provided you with a memorable stay. We look forward to the pleasure of hosting you again in the future.Thank you for choosing The Towers at Lotte New York Palace. We look forward to welcoming you back in the future.

10/10 Excellent

Sherri

Stayed 4 nights in Dec 2023

10/10 Excellent

Paul

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
amazing hotel, rooms in tower was beautiful with suberb view over NY
Stayed 4 nights in Nov 2023

10/10 Excellent

Stacy

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Nov 2023

10/10 Excellent

John William, Plainfield

Liked: Cleanliness, staff & service, property conditions & facilities
Hotel is one of the nicest I have ever stayed in with over 30 years of traveling. Highly recommend.
Stayed 3 nights in Nov 2023

6/10 Okay

Suzanne

Traveled with family
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
No thermostat control. Old mattresses. Smart lighting but impossible to control, all or nothing options. No fridge. No mini bar. No coffee maker. Not supplied with extra TP. No options to eat before 5. Rude staff & concierge. SIMPLY NOT WORTH THE PRICE.
Stayed 2 nights in Nov 2023

10/10 Excellent

Maryann

Liked: Cleanliness, staff & service, property conditions & facilities
Everyone on staff were so friendly, pleasant and solicitous of our needs. The only disappointment was the limited availability of food/beverage services vis restaurants/lounges on the property.
Stayed 3 nights in Oct 2023

10/10 Excellent

George T

Liked: Cleanliness, staff & service, property conditions & facilities
Great location and great price point. Beautiful hotel …my second time there. Love it.
Stayed 4 nights in Oct 2023
Response from Lotte on Oct 22, 2023
Thank you for your kind words, and stayed with us twice!

10/10 Excellent

Mahsa

Liked: Cleanliness
Stayed 3 nights in Oct 2023
Response from Lotte on Oct 22, 2023
Thank you for sharing your feedback!

10/10 Excellent

Brian

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Oct 2023
Response from Lotte on Oct 22, 2023
Thank you so much for sharing your feedback!

10/10 Excellent

Heather Sexe

Liked: Cleanliness, staff & service, property conditions & facilities
Loved the Lotte towers! Great location, large room!
Stayed 4 nights in Sep 2023
Response from Lotte on Oct 1, 2023
Thank you

2/10 Terrible

Verified traveler

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Sep 2023
Response from Lotte on Sep 14, 2023
Thank you for sharing your experiences!

6/10 Okay

Steffen

Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 3 nights in Sep 2023
Response from Lotte on Sep 10, 2023
Thank you for sharing your feedback!

10/10 Excellent

Christine

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I loved staying here ! Great service, everyone was so friendly and really accommodating to all my needs especially for my kids ! Highly recommend !
Stayed 2 nights in Aug 2023
Response from Lotte on Aug 28, 2023
Thank you for sharing your feedback!

10/10 Excellent

Jamie E

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Aug 2023
Response from Lotte on Aug 28, 2023
Thank you for sharing your feedback!

4/10 Poor

Joanne

Stayed 7 nights in Aug 2023
Response from Lotte on Sep 14, 2023
Thank you for sharing your experiences!

10/10 Excellent

Chris, Cincinnati

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Aug 2023
Response from Lotte on Aug 23, 2023
Thank you for sharing your feedback!

10/10 Excellent

Robert

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Aug 2023
Response from Lotte on Aug 19, 2023
Thank you for sharing your feedback!

2/10 Terrible

joyce

Traveled with group
Disliked: Cleanliness
Everything went wrong from the get go, our room that was promised would be ready by 9 in the morning wasn’t ready until 1 hour 45 min after their check in time (3pm check in room was ready at 4:45 and not up to cleanliness standard). The mini bar was empty and filled with brown liquid on the bottom, the toilet ran for about an hour after any flush, stepped on a hard plastic nail (maybe carpet tack) so did they sweep or vacuum the room ? Alarm went off at 6 am because housekeeping never turned it off from previous guest. Rollaway bed wasn’t in room and set up like it should’ve been. 1 light switch didn’t work so manually had to be plugged from wall to turn off/on.
Stayed 3 nights in Aug 2023
Response from Lotte on Aug 19, 2023
Thank you for sharing your feedback! We will share your feedback with respective teams

6/10 Okay

Hyon J

Traveled with family
Stayed 2 nights in Aug 2023
Response from Lotte on Aug 19, 2023
Thank you for sharing your feedback!

10/10 Excellent

Patricia, Dexter

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The view from our room was spectacular.
Stayed 4 nights in Jul 2023
Response from Lotte on Aug 2, 2023
Thank you for sharing your feedback!

8/10 Good

Tarvinder Singh

Stayed 3 nights in Jul 2023
Response from Lotte on Jul 21, 2023
Thank you for sharing your feedback

10/10 Excellent

Marcela, San Antonio

Stayed 1 night in Jul 2023
Response from Lotte on Aug 2, 2023
Thank you for sharing your feedback!

10/10 Excellent

Marcela, San Antonio

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Best experience! Best customer service. Love staying at the Towers. Highly recommend Lotte New York Palace Thank you for an amazing experience
Stayed 2 nights in Jul 2023
Response from Lotte on Jul 11, 2023
Thank you for your kind words!

10/10 Excellent

Michelle

Liked: Cleanliness
Stayed 2 nights in Jul 2023
Response from Lotte on Jul 9, 2023
Thank you for sharing your feedback!

10/10 Excellent

Donghyun

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent
Stayed 1 night in Jul 2023
Response from Lotte on Jul 5, 2023
Thank you for sharing your experience!

10/10 Excellent

Luigi

Stayed 2 nights in Jun 2023
Response from Lotte on Jul 11, 2023
Thank you for sharing your feedback!

10/10 Excellent

Lin

Stayed 6 nights in Jun 2023
Response from Lotte on Jul 5, 2023
Thank you for sharing your experience!

6/10 Okay

Ryan

Traveled with family
Liked: Cleanliness, room comfort
Great hotel starting to fade
We’ve stayed at the Lotte a few times now. I don’t think we’ll be back. The service was adequate but certainly not impressive for a five star hotel at this price point. There are several others in the area that are in better condition and with better service for less money. Our shower drained slowly, the AC didn’t work, the toilet clogged, and our room was cleaned when we had the do not disturb sign out. The bathroom is terribly dated and awfully dark. The location is excellent, views are gorgeous, beds comfortable. But again, at this price point ($720/night for a double in the towers) there are better options.
Stayed 3 nights in May 2023
Response from Lotte on May 30, 2023
Thank you for your feedback

10/10 Excellent

Verified traveler

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Best stay in NYC !
Hotel staff was amazing! Everyone is very professional and friendly. Room service was fantastic.
Stayed 4 nights in Apr 2023
Response from Lotte on Apr 29, 2023
Thank you for sharing feedback!

10/10 Excellent

Laura

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved it!
Stayed 3 nights in Apr 2023
Response from Lotte on Apr 19, 2023
Thank you

10/10 Excellent

George

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
What an amazing stay! Staff was exceptional…room amazing with wrap around views. Everyone from bellmen/desk staff/ housekeeping etc super nice. We have stayed multiple nice hotels in NYC…this is a return visit!!
Response from Lotte on Apr 19, 2023
Thank you for your kind feedback!

10/10 Excellent

Carlos

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Apr 2023
Response from Lotte on Apr 14, 2023
Thank you for your feedback!!

10/10 Excellent

Farhad

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
great location and great hotel
Stayed 3 nights in Apr 2023
Response from Lotte on Apr 12, 2023
Thank you for your kind feedback!

10/10 Excellent

Greg

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Apr 2023
Response from Front office on Apr 8, 2023
Thank you for sharing your feedback