Towers at Lotte New York Palace

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Très belle hôtel dans New York rien à redire. Personnel accueillant et souriant. Proche de beaucoup de point d’intérêt à visiter à pied.

The Towers are supposed to come with use of the hotel’s Maybach but they don’t tell you it is only one way. When we addressed this with the concierge he became very surly and blamed us for not asking. The service has certainly dropped over the last decade. We will not be returning.

Checked in to a double bed room. The check in was late, we waited in the hotel lobby for over an hour past 4pm. When we checked in the room was dirty, the counters had stains and the bed was haphazardly made. We noticed one bed was considerably lower and harder than the other, inavery uncomfotable way. I contacted house keeping and front desk to no avail, they passed me off between staff members some of who were extremely rude one told me that there are beds flagged to be replaced and there weren’t any other options available. This all took to 8:30pm when I called the front desk and waited for some help that never came, I went to the lobby where I was told that I could leave and that the manager was asking how soon we would vacate the room, this was as I stood in the lobby with my two young kids. When the manager Dianne came out of her office she acted surprised by what had transpired but offered no real help. She assured me they would not charge me but I still see the cost on my credit card bill so another item to follow up with them about.

True luxury. Ideally located to explore the city. Amazing staff throughout.