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“Comfortable” 4 of 5 stars
Review of Lotte New York Palace

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Lotte New York Palace
4.5 of 5 Hotel   |   455 Madison Avenue, New York City, NY 10022 (Formerly The New York Palace Hotel) (Midtown)   |  
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Ranked #94 of 467 Hotels in New York City
Certificate of Excellence
Donegal
Level Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Comfortable”
4 of 5 stars Reviewed April 29, 2014 via mobile

Liked this hotel. Only slept here, didnt eat. There were renovations going on so the small lobby had long queues for checkin. beds were very comfortable. rooms very spacious. concierge was very helpful in recommending eateries. would stay here again.

  • Stayed May 2013
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
Thank liviemc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,029 reviews from our community

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Los Angeles
Level Contributor
52 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
3 of 5 stars Reviewed April 29, 2014

I had the pleasure of staying at the New York Palace for business and was very impressed with the customer service. From the concierge desk who I bombarded with questions to the receptionist. You ask, they answer and were all exceptionally helpful which on first impression is always refreshing.

With 900 rooms, the hotel is lovely and quaint with a museum feel to its lobby. Location is great as its just a couple of blocks to the train station and its centrally located. My room was small and standard with little personality in terms of decor. Although I was on the 12th floor I didn't have a view of anything but a construction building, but floors 40 and up have wonderful views of the city. The local restaurant in the hotel is certainly a tad pricey and the food average. Its simply the attention they lavish on you and ambiance you are paying for.

I would usually give this one a complete thumbs up for service alone, but the one thing that stops it from being a complete winner in my books is the shoddy housekeeping. I once stayed in a hotel where I found the previous guest's blue sponge hanging in the bathroom and this visit to The Palace reminded me of that trip. Anytime you check in a room and can physically tell the previous guests tastes, it leave a bitter taste and such was the case during this visit after finding not one but two half empty bottles of water and a half eaten M&M peanuts in the mini bar after reaching for snack and little crumpled pieces of paper in the corner of the desk area but with 900 rooms perhaps its hard for the cleaning staff to thoroughly clean?

Room Tip: The higher the better the view of the city
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  • Stayed April 2014, traveled on business
    • 3 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 1 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
2 Thank SOAP
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Schnaitsee
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 stars Reviewed April 27, 2014

We stayed for the second time a few days in the "Palace" in Sept, 2013 - and what to say about, as the first time, only the best. We arrived very early in the morning (6 a,m,) from Utah, and our rooms were only reserved from I think 3 p.m. up. However, the friendly and attentive staff at the reception immediately realized that we should have a wink of sleep before exploring N.Y.. So she arranged the rooms at once and without any extra costs - not a common service at all ! Thanks to the guest service agent Mrs L. Jiemjitpolchai here again!
The rooms are huge and quiet - though there were construction works in the hotel at this time which did not bother too much.
All in all the hotel is a warm and charming place for a stay in NYC, very well located in Midtwon just some ft. besides the Rockefeller Center. So, if we ever return, the Palace will be our first destination!

  • Stayed September 2013, traveled with family
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
Thank Znarf62
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Oklahoma City, Oklahoma
Level Contributor
483 reviews
77 hotel reviews
common_n_hotel_reviews_1bd8 276 helpful votes
4 of 5 stars Reviewed April 27, 2014

We just returned from our most recent visit to The Palace, this visit after the renovations. Knowing and experiencing the renovation period last year, we expected more visible improvements. The lobby area has been renovated and updated, but it appears as if something is lacking. This may be a matter of taste as renovations had been completed. The hotel staff accommodated us upon checking in at the hotel and we've never had any difficulty upon arrival at The Palace. I have seen others with unexplained difficulties when faced with unyeilding staff upon arrival. But, certainly we have not experienced this from the staff.

The rooms were comfortable and certainly had the luxurious amenities one would expect with a couple of exceptions. Oddly, washcloths were not in the room and we had to request these. A friend reported he did not have washcloths in his room either. These were promptly provided, but it is annoying to ask for basic items. This may have been a bad day for housekeeping. Also, the shower/tub combo is not as upscale as expected for this hotel. This is an observation, not necessarily a problem.

The Palace has a refreshing outdoor area for a cocktail in a beautiful, relaxing courtyard. The location of the Palace is definitely noteworthy with St. Patrick's Cathedral across the street, Central Park, Rockfeller Plaza, Radio City Music Hall and 5th Avenue shopping within a few blocks. The lower rooms have great views of St. Patricks, now undergoing renovations. The scaffolding does not add to photos of St. Patricks. However, the upper floors have rooms with a view of Radio City Music Hall, the Rockfeller Center area and generally provide you with an understanding of this area in NYC before beginning any walking tour from the hotel.

  • Stayed April 2014, traveled on business
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
Thank RikiUSA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Warwickshire
Level Contributor
61 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 56 helpful votes
4 of 5 stars Reviewed April 27, 2014

We thoroughly enjoyed our four day stay at The New York Palace. Check in was quick and our spacious room was newly renovated with fabulous views, comfortable bed and had to be the cleanest hotel room we have ever stayed in!
The daily delivery of The New York Times was appreciated, we had morning coffee and fresh pastries from the chic hotel deli twice during our stay which is very convenient, also tried the cakes which were delicious.
The concierge was extremely helpful and the location of the hotel is excellent, within walking distance of The Rockerfeller Centre, The Lyceum Theatre, Central Park, The Met Museum and Fifth Avenue shopping!
The only negative is the daily WIFI charge and the tired bath towels could do with replacing.

  • Stayed April 2014, traveled as a couple
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
1 Thank Nicola C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Albany, New York
Level Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
3 of 5 stars Reviewed April 27, 2014

The pictures do not do the beauty of this hotel justice. It is spectacular. The rooms are spacious with large windows and nice views. The location is great also. All of that does not make up for the sub par service though. Check in was slow and far from friendly. The gift shop sold me shaving cream that did not dispense but would not give me a refund (I had already finished shaving using soap so didn't need it anymore). Who doesn't give a refund for a defective product? Ridiculous. Since I had parked my car in the garage I called the garage to have them pull my car up and I went to the front desk to check out. Like check in, not friendly but now even a bit unfriendly. I gave her my parking ticket and she called the garage. Assuming she didn't know that I had already called the garage I let her know that I did. She said, "I know". Then she had to fill out a voucher for me which took a while, then had to get the receipt printed which took another several minutes. Then she stamped my parking ticket "paid". So two phone calls, a voucher, a bill with the parking on it and a "paid" stamp. Wow! Back to the Grand Hyatt.

  • Stayed April 2014, traveled on business
    • 3 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 2 of 5 stars
      Service
Helpful?
Thank Will A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
nypalace, General Manager at Lotte New York Palace, responded to this review, April 29, 2014
Dear Will A,

Please accept my apologies for not exceeding your expectations. I would like to have a chance to speak with personally in regards to the issues you have encountered and assure you that this is not the type of service we strive to provide our guests with.

Please kindly reach me at executive@nypalace.com at your convenience.

All the best,
David Chase
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Seattle
Level Contributor
69 reviews
39 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
3 of 5 stars Reviewed April 26, 2014

New York Palace is in a very good location and that is their main advantage. The renovation has brightened the lobby and created a couple of good spaces - the lobby bar and the deli across from the bar.
The Tower rooms and suites are inconsistent in quality. Our suite this time was large - double sinks, large walk in closet, a half bath in the living and dining area, and a great view (50th floor). However the black out and sheer blinds did not work in the living or dining room. The lighting system which is a Crestron system was strangely programmed (turning off the desk light also turned off the master closet light). And 50% of the lighting in the bedroom malfunctioned. Housekeeping was inconsistent a well. Found an umbrella from a cocktail drink in the corner of the closet. A stain on the master bathroom toilet seat. The couch was comfortable but 3 of the 6 cushions had large water stains on them. On both sides. It is not likely that we will stay there again.

  • Stayed April 2014
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 3 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
1 Thank hpmarge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
nypalace, General Manager at Lotte New York Palace, responded to this review, April 29, 2014
Dear hpmarge,

Please allow me to apologize for not exceeding your expectations. The inconveniences you have encountered certainly does not reflect the superior service we strive to provide our guests with.

Thank you for your feedback and please rest assured that we will discuss it internally.

All the best,
David Chase
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Lotte New York Palace

Address: 455 Madison Avenue, New York City, NY 10022 (Formerly The New York Palace Hotel)
Phone Number:
Location: United States > New York > New York City > Midtown , Manhattan
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#17 Spa Hotel in New York City
#55 Family Hotel in New York City
#71 Business Hotel in New York City
#75 Luxury Hotel in New York City
#85 Romantic Hotel in New York City
Price Range (Based on Average Rates):
Hotel Class:4.5 star — Lotte New York Palace 4.5*
Number of rooms: 909
Official Description (provided by the hotel):
Lotte New York Palace stands at the intersection of contemporary luxury and classic elegance, boasting modern accommodations and landmark architecture in the heart of Midtown Manhattan. The hotel's collection of well-appointed guest rooms, sophisticated suites and luxurious Towers accommodations offers an array of amenities ideal for business travelers and leisure visitors alike. With some of Manhattan's most spacious hotel rooms and a range of expansive suites, The Palace offers unrivaled New York City accommodations. Each newly renovated suite comes with a stunning view of the Manhattan skyline, a large marble bathroom, and a wide range of upscale amenities, including Molton Brown products. The city's signature sights sit just steps from the hotel, including Rockefeller Center, St. Patrick's Cathedral, the upscale shopping of Fifth Avenue, and the theaters of Broadway. Business and leisure travelers enjoy elite amenities in every room or suite, including high-speed Wi-Fi (surcharge) and broadband Internet access, plush bathrobes and linens, a fully stocked refreshment center, as well as access to a modern fitness center and selection of relaxing spa treatments. ... more   less 
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Also Known As:
New York Palace Hotel
New York City Palace Hotel
Palace Hotel New York
Palace Hotel Nyc

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