Lotte New York Palace
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"Gem of a building, but crowded and expensive"
The rooms are simple but elegantly renovated, with comfortable beds and excellent water pressure in the shower. The lobby and public areas are exquisite, and the gym and spa facilities are top-notch. Most of the staff were exceptional—special thanks to Dominic in the restaurant for his outstanding service. That said, there were a few challenges. The antiquated room temperature system made it difficult to get the climate right, and we experienced clogged toilets both in our room and in the lobby. Food and drink prices were extremely high, and we weren’t informed that breakfast tables need to be reserved on weekends, which caused some inconvenience. Overall, it’s a beautiful property with great service, but there are areas that could be improved for a smoother guest experience.
"Incredible experience for our wedding!"
We had our wedding room block at the Lotte New York Palace, and it was truly a seamless experience from start to finish. The team could not have been more accommodating—both throughout the planning process and once we arrived on site. Their professionalism and support were instrumental in making our wedding weekend absolutely perfect. We are so grateful to the staff and highly recommend the Palace for any special event.
"Great Views, Perfect location for MidTown, Chaotic Check-In"
The location couldn’t be better—just a short walk to Rockefeller Center, the theatres, and Central Park. Our corner room on 50th and Madison was spacious and offered a spectacular west-facing view of St. Patrick’s Cathedral, Radio City, and Rockefeller Center—truly one of the highlights of our trip. The rooms were clean, quiet, and restful, with comfortable bathrooms and amenities. However, the dining options are limited, with the small restaurant only open for breakfast and cocktails. The property is very busy, check-in felt chaotic, and there is really no lobby or welcoming common area—so your room ends up being the only place to relax. There’s a nice little French bakery/coffee shop for grab-and-go items, but no real seating area aside from a dark lounge near the stairwell. While the hotel emphasizes its Gilded Age mansion origins, the only real remnants are the impressive stairwell and the Villard/Gold Room, which is accessible only at limited times. Otherwise, much of the grandeur isn’t visible to guests. Adding to the disappointment, the reception staff were noticeably inhospitable and unhelpful. Fortunately, the doormen, bell staff, and housekeeping team were excellent and helped balance the experience. Overall, this is a hotel with unbeatable location and views, but it falls short in hospitality, common areas, and guest experience.
"Best hotel in NY"
I’ve been visiting New York every year for the last 34 years, and The Palace—now the Lotte New York Palace—has always been my favorite place to stay. This year marks my third stay here because it is truly beautiful, perfectly located, and consistently welcoming. The concierge team elevates the guest experience like nowhere else, housekeeping was polite and responsive when I needed a refrigerator for my medicine, and the front desk staff are always attentive and eager to help. Thank you for creating memories with each visit—I truly feel at home every time I stay.
"Great view from the window, great SPA, but it smells like mold in thevathroo"
The location couldn’t be better—just a short walk to Rockefeller Center, the theatres, and Central Park. Our corner room on 50th and Madison was spacious and offered a spectacular west-facing view of St. Patrick’s Cathedral, Radio City, and Rockefeller Center—truly one of the highlights of our trip. The rooms were clean, quiet, and restful, with comfortable bathrooms and amenities. However, the dining options are limited, with the small restaurant only open for breakfast and cocktails. The property is very busy, check-in felt chaotic, and there is really no lobby or welcoming common area—so your room ends up being the only place to relax. There’s a nice little French bakery/coffee shop for grab-and-go items, but no real seating area aside from a dark lounge near the stairwell. While the hotel emphasizes its Gilded Age mansion origins, the only real remnants are the impressive stairwell and the Villard/Gold Room, which is accessible only at limited times. Otherwise, much of the grandeur isn’t visible to guests. Adding to the disappointment, the reception staff were noticeably inhospitable and unhelpful. Fortunately, the doormen, bell staff, and housekeeping team were excellent and helped balance the experience. Overall, this is a hotel with unbeatable location and views, but it falls short in hospitality, common areas, and guest experience.
"Honeymoon Stay"
We stayed at the Lotte New York Palace for our honeymoon and had the best time! A special shout-out to the front desk team and Caroline for making our check-in such a memorable experience. Their warm welcome set the tone for an incredible stay—we couldn’t have asked for more!
"Good experience"
Overall, I had a very good experience. I was upgraded to the Towers on check-in and enjoyed a beautiful room on the 49th floor. The staff were accommodating in arranging for my adult sons to stay with me, which I really appreciated. The only downside was that a couple of staff members at the Towers ground floor desk could use a little more warmth in their approach. Other than that, it was an excellent stay.
"Loyal guests, underwhelmed this time."
As part of the Loyalty Group, we always choose the Lotte New York Palace whenever we stay in Midtown (see my other 5-star review of this property). Our most recent visit in late August combined moving our son back to college, attending the US Open—a yearly tradition—and enjoying the city’s activities. I still believe that aside from the Waldorf Astoria, the Lotte Palace remains the gold standard for a luxury, classic NYC experience. That said, this trip came with a few unfortunate glitches worth noting. The positives remain strong: the location is ideal—steps from Rockefeller Center, a brisk walk to Broadway and Grand Central. The beds are extremely comfortable, and the Gold Room continues to be a favorite spot for a nightcap or quick snack. However, the lapses were surprising. Our bathtub hadn’t been cleaned before arrival, the bolt lock on the door was broken (discovered at midnight), the toilet ran constantly, and the AC struggled to cool properly until serviced. We also found the lack of a “Do Not Disturb” button inconvenient, with housekeeping arriving at unwelcome times—including 8:30 a.m. on checkout day. Another puzzling experience occurred when my husband inquired about the House Car, a service we’ve used many times at luxury hotels. He was told it was only for “Tower Guests,” which felt inconsistent with our past experiences. If there has been a change in policy, clearer communication would have avoided the confusion. All maintenance issues were reported during our stay, yet no follow-up acknowledgment was offered at checkout—suggesting a lapse in guest service documentation. While I hesitate to post a critical review, I believe luxury hotels must be held accountable for maintaining high standards, regardless of how busy the season is. We love the Palace and still consider it a special place, but on future visits we will be more proactive in setting expectations. With better attention to detail, the Palace can easily continue living up to its storied reputation.
"Daughter Wedding Arrangements"
While the property has potential, our stay was overshadowed by several frustrations. The bathroom shower was not functioning properly, and there was no complimentary coffee available either in the room or the lounge. Even ice required calling room service and paying a fee, which felt excessive. Most disappointing was the handling of wedding guest welcome boxes—we provided them a full day before arrivals, yet it took three days and at least five repeated requests before they were delivered. For a hotel of this caliber, we expected much better attention to detail and service.
"Not worth the money"
The hotel’s location is excellent, but the overall experience was let down by poor room service and excessive extra charges. I was told my stay included two complimentary breakfasts each day, yet over four nights I was only able to get seated once in the restaurant. The room service food was underwhelming, and given the cost of the stay, it was frustrating to be nickel-and-dimed for so many basics. For such a highly regarded property, I expected a much smoother and more accommodating experience.
Lotte New York Palace
Situated at 455 Madison Avenue near St. Patrick’s Cathedral and Midtown’s high-end shops, this hotel combines modern luxury with classic architecture (including the historic Villard Houses). It’s well known for refined service, luxury accommodations, and an excellent address.
Address
455 Madison Ave, New York, NY 10022, United States
Website
https://www.lottenypalace.com/?utm_source=google&utm_medium=organic&utm_campaign=business-listing
Email
[email protected]
Telephone
+12128887000