The New Yorker by Lotte Hotels — Hotel in New York

My review is based solely on the reservations department!!

I have stayed at this property multiple times for New York Fashion Week over the years. The property is nice and I love the 24 hour diner attached to the hotel! With that being said, I called tonight to try and book my room for NYFW, and it was horrible! I asked about a room block rate group code that I was given and the lady I was speaking with put me on hold while she “looked for the number of who I needed to speak with regarding group codes”. I was on hold for an hour. No exaggeration. After an hour a lady came back on the call and said “yes, may I help you?” I was extremely frustrated at this point and had to explain about the group code all over again. She told me she was a different person than the woman I previously spoke with. She was clearly working remotely as well because there were screaming kids in the background. I could barely hear her and it was so unprofessional. After everything she told me that the rooms on the room block were all sold out and then gave me different rates from what was on the website even. I told her three different times that I would just book through the website, and she finally gave me a decent rate. NOTE: I’m not one to complain until I get a cheaper price. I didn’t mind that the hotel had set prices. I was frustrated because the rates weren’t matching up, nobody could give me straight answers, and with fees it was over $200 additional from what I was originally quoted.

After all of this I stayed on the phone per the girl that was helping me’s request thinking it was a survey. They tried to run my income, age/personal information and location information for a “travel credit”. I said “no I’m good. I don’t want to do this”, and I was met with a question of “can I just ask are you not planning on traveling within the next 12 months?” He said this very sarcastically. Again, I said that I was not interested, to which he responded that he just wanted to check my availability. I asked him what was needed for me to “qualify” and if he was trying to check my credit and everything else. The guy on the phone didn’t give me a straight answer (which is unprofessional and fishy), but he responded with “yes I just need your zip code and I have a few questions”. I’m aware I could have just hung up the phone at any point, but A.) I didn’t want to be rude and B.) I was honestly trying to get answers about my confirmation number and everything.

Wyndham and The New Yorker Hotel need to fix these issues. It is so unprofessional!! After being on hold for an hour alone, I could have just reserved a different hotel. The only reason I didn’t was because this is the host hotel of the fashion event. I would give zero stars if I could. The only reason I gave two stars is because it’s not fair (in my opinion) to blame the entire hotel for one department that is clearly slipping. I mean even if you’re working remotely, take pride in your work and don’t be in an area with yelling kids. Who even does that? Also, when a customer SAYS NO, don’t push the issue! Don’t ask for personal information and be rude when someone doesn’t want to give that to you. This had timeshare vibes all over it…just ew… *Side note… the reason I was trying to book through the phone versus online from the beginning was because online it didn’t give me the option of entering a group block code, or the option to reserve the room and pay at the property. I guess it was my mistake for thinking that talking to a “real person” would be less confusing and more helpful. If you’re looking to make a reservation all I have to say...

Families: Stay Away. Travelers: Read This Before You Regret It.

I booked The New Yorker Hotel by Lotte based on their website and confirmation email. What I got was a complete bait-and-switch, public humiliation, and a hotel staff that treats guests like garbage,especially families with children.

I booked a Metro View Room with two double beds. What I walked into was nothing like the photos: • Dingy, dusty, not even remotely resembling the layout I paid for • Dirty vents, questionable carpet, and exposed electrical panel at toddler height • No “Metro View” not even a clear window

Just for one night, I paid over $237 plus $60 for parking and was slapped with an extra $90 charge that no one has explained to this day.

I arrived with two exhausted children very young kids and politely asked front desk agent Hillary M. for help expediting check-in so I could change my crying infant’s diaper. No one else was at the counter.

She looked me in the face and said: “I can’t do anything. You need to go stand in line.”

That set the tone for everything that followed.

After waiting, Tisha F. in front of other guests said loudly: “You need to control your children.” I was humiliated as a parent doing my best. Then she walked away, mid-shift, leaving us standing there like we didn’t belong.

We were redirected to a side desk, where Vanessa G. treated us like we were crossing an international border. Cold, silent, and interrogative.. no smile, no warmth, just attitude. When I asked for a second room key for my wife, she refused even after I showed valid ID and our full reservation. I offered a virtual copy of my wife’s passport. She still refused.

Then a male employee (name never given) told me to email my wife’s ID to his personal hotel email, which he scribbled , on the back of our room key envelope, under our room number. No protocol. No safety. No respect for privacy. Just backroom behavior that makes you wonder: How does this place even operate legally?

When I asked for a manager’s contact? They handed me a scrap of paper with “Aldo” and a broken email, that doesn’t even exist.

And that’s not even the end of it:

• Room was unsafe for toddlers, exposed outlet, broken wall panel • AC smelled like a sealed, moldy box, we had to air out the space • No housekeeping confirmation at checkout, just a vague “leave the trash and go” from someone named Chantel • My email to their corporate office has been completely ignored

This isn’t just “bad service.” This is a disgrace to the hospitality industry. And frankly? This is not what New York should stand for.

Lotte Hotels, if this is your standard, you have no business calling this a flagship. It’s clear you’re riding on location while delivering third-world service with zero accountability. You’ve taken advantage of tourists, families, and working people, and you’ve done it while hiding behind corporate silence.

We were disrespected. Lied to. Overcharged. Humiliated. And left with the kind of experience no family should have to process while traveling.

This review stays up until someone at Lotte steps up. Until then, I urge families, professionals, and any traveler with self-respect , book literally...

This was our first stay at the New Yorker Hotel as part of a tour program. Room #2045.

Most modern hotels have queen-sized beds (as a minimum), a/c vents on the ceiling (and/or floor), doors that shut properly, complimentary mini-fridge, coffee maker and microwave oven, and a lighting setup that is conducive no matter where the guest is situated. The only thing modern about this hotel was the lobby. As for the room, management chose to keep things stuck in the past (i.e. prewar times).

Our Metro View Room Double could definitely accommodate a queen and a sofa bed. It was a matter of rearranging the furniture around. Instead, we had two full-sized beds. Rollover beds weren't allowed due to fire code. Upgrading to a room with an additional or larger beds is a substantial premium. For example, a Queen Suite - queen bed plus sofa bed - is almost an extra $240/night.

Mini-fridge, coffee maker and microwave oven are offered at a premium for individual reservations. So is wifi, but we had it for free since our room was part of a group reservation. Speaking of group reservation, I was required to provide a credit card so that they could charge a deposit even though the room was fully paid. I had to remind them to remove the charge during checkout.

The a/c ventilation was terrible. Located on the far wall - as opposed to the ceiling by the windows - ensured that one part of the room was cooler than the other. My side of the bed was near the front door - felt like 79°F with the thermostat set at 74°F. I was perspiring. So the thermostat was adjusted to 72°F on the first night, and 70°F on subsequent nights.

The pillows came in two sizes but both had the same amount of loft - very thin. They added to the uncomfortable sleep on the first night, made already difficult by two persons sharing a full-size bed.

The front doors did not fully close on its own. Whenever we left or entered our room, we had to push the front door hard so that it shut completely. Otherwise, anyone without key access could enter.

I didn't mind that the bathtub had two pairs of taps - one pair for the showerhead and the other for the spout. It was just something I hadn't seen in more than 30 4years.

It would be nice to have a tall lamp next to the sofa chairs, preferably by the corner wall where the AC outlet was, or swap the little table in the middle with a larger one to accommodate a table lamp. With the ceiling lamp providing the only central lighting for the room, it was almost dark at the sofa chair on the right. I could barely see the keyboard on my laptop even with the curtains pulled during the day.

The elevator hall on every floor had a landline phone connected directly to a hotel operator. That came in handy when I couldn't find the ice machine - it was on the 19th floor. However, there weren't any trash bins by the elevators or anywhere on the floor except in the room.

Overall, this 4-star rated hotel was at most 3-star in customer satisfaction. We didn't have any major issues during our stay, but we would not choose the New Yorker Hotel if it was up to us. Nor would I...