Towers Lotte New York Palace

“We booked a suite at Lotte Towers. This was a very disappointing stay and far below what you expect from a 5-star hotel. I travel frequently and have extensive experience staying at high-end hotels, which makes this experience even more surprising. At check-in, I was told there would be a certain amount hold on my card for tax. However, the hotel placed additional pending charges totaling close to almost the same amount as the total price. When I raised this, I was told it’s due to a “new system” and that the funds would be held for several days and there is nothing they could do about it. Thi” — Nadia Berrekia

“Just stayed in the Towers last month and I had a great experience. All the staff was very attentive, especially Clara at the reception was wonderful - helped my check-in and stay to be really pleasant, and also assisted my boss. Rooms are spacious and clean, maybe a little outdated in terms of technology but comfortable and with amazing view. The service is great and the location even better. Tip: if your agent book through Virtuoso, you get benefits such as breakfast, meals, etc.” — Lida Wang

“I confirmed one week ahead that my Junior Suite would be ready for the 4 PM check-in I paid for. I even changed our flights (over $1,000 per ticket) so we’d arrive at 5 PM instead of 1 AM to enjoy our Thanksgiving week in NYC. We arrived only to spend two hours waiting, and the room was still not available. The front desk first offered that I could pay $500 extra for an upgrade, but when I asked simply to receive the room I already paid for (or an equivalent or better room) the story changed. We were then told the previous guest had a Fine Hotels & Resorts guaranteed 4 PM checkout, so our room” — Admin Pure Derm