Name: Lotte New York Palace
Address: 455 Madison Avenue, New York City, NY
Telephone: (888) 608-6346
Rating: 4.25

Great location but rooms weren't...

Liked: On the plus side, the location was excellent (near The Rockefeller and about a 15 minute walk to Times Square/Broadway/Grand Central Station). The rooms were large (for NYC) and the beds were comfortable. The door staff were super friendly and helpful.
Disliked: - We only stayed a couple of nights and by 6pm none of the three rooms that we were staying in had been serviced. Someone, however, had been in our room and added a half drunk bottle of water. On the first night I called to remind them to do it which they did. On the second night, we were out all day so I didn't realise the room hadn't been cleaned again, until we returned back to the hotel at 11pm. I called to complain but there was no apology. I was passed from one person to another but no one would register my complaint. I called a further two times to speak to the manager but the manager didn't answer, despite staff assuring me, that he was available. I felt I was being fobbed off. Having your room cleaned is a basic requirement of all hotels, let alone a luxury hotel, so it is unacceptable that they couldn't manage this, nor would they apologise.- The beds were too small to comfortably sleep two people (despite being advised on they were). -There are no tea and coffee making facilities in the room so you have to go downstairs each morning and buy your own. - WIFI is USD15 per day but no where does it tell you the cost until you are presented with your bill at check out. - We complained about the lack of cleaning and the unexpected WIFI charge and we were met with rolling eyes and sighing. Really unprofessional. We were also charged for things we didn't have (two boxes of sweets). No apology was given. We were told we should have complained about the cleaning at the time, which, of course, I had and it made no difference. - I would not stay at this hotel again.