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FAQ

Learn More About Lotte New York Palace

Browse frequently asked questions about Lotte New York Palace below to learn more about our historic Midtown Manhattan hotel. If your question is still not answered here, please contact us at any time through our contact page.

How tall is the building?

The building is 55 stories tall.


Is Lotte New York Palace a non-smoking hotel?

Yes, Lotte New York Palace offers a 100% smoke-free environment for our guests. A fee is applied to the portfolio of guests who smoke in our guest rooms and suites.


What is your cancellation policy for room reservations?

Lotte New York Palace upholds a 24-hour cancellation policy and all reservations are non-transferable. Please arrange cancellations by 3:00 pm (local time) one day prior to arrival to avoid payment of one night's room and taxes. Guests are asked to retain their hotel issued cancellation number in the event they are unable to stay with us.


What time is check-in / check-out?

Standard check-in time is 3:00pm EST and check-out time is 12:00pm (noon) EST. Early check-in is accessible pending room availability. If the option for early check-in is not available, Lotte New York Palace is happy to hold the guest's belongings while they explore the city until check-in. We are also happy to offer late check-out and kindly recommend that guests seeking a later check-out time inquire at the Front Office on the eve of their departure to confirm if this option is available.


What is the pet policy?

The hotel welcomes small dogs up to 25 lbs. A pet waiver and $125 non-refundable cleaning fee are required at check-in. Pets are not allowed in the hotel's public areas and must be kept in a caged carrying case when taken to and from guest's room. Pets many not be left unattended in guest rooms. The hotel reserves the right to exclude pets it considers dangerous. By signing pet waiver, guests agree to pay for any damage caused by their pet.


What is the cost to add a rollaway bed?

Rollaway beds are $50 per night (excluding taxes). Rollaway beds can only be placed in suites and guest rooms with king beds. We cannot accommodate a rollaway bed in rooms that already furnished with two beds.


Is Lotte New York Palace a family-friendly destination?

Absolutely. We welcome family travelers to Lotte New York Palace and our location puts you within close proximity of numerous exciting attractions to enjoy in Manhattan with kids. The hotel offers several different room categories to choose from to accommodate your family’s needs. Children under 12 stay free, so long as they are sharing a room with their parents.


Concierge Does the hotel provide babysitting service?

Professional babysitting services can be arranged for guests. The concierge team at our Midtown Manhattan hotel works with several babysitting companies who are licensed, insured and fully bonded. For information on rates and to request these services, please contact the concierge for assistance.


Food & Beverage How many dining outlets are in the hotel?

Lotte New York Palace has two dining outlets: VILLARD restaurant, which serves a la carte breakfast and weekend brunch in the stunning Villard Mansion space, and Pomme Palais, a casual French Market-style cafe. There are a total of four bars and lounges on property as well: Tavern On 51, Trouble's Trust, The Lobby Lounge, and Rarities. Guests can enjoy convenient and refined in-room dining 24 hours a day. See our Dining section for more information.


Rooms Does the hotel offer connecting rooms?

Connecting rooms are based upon availability and located solely in the main hotel in the superior room category with a choice of king or double bedded rooms. We will do everything possible to honor requests for connecting rooms, however we recommend choosing one of our two-bedroom suites or specialty suites to guarantee connecting accommodations.


How can I pay for someone else’s room?

Any guest requesting to pay the room, tax or all charges for a guest is required to fill out a credit card authorization form, which can be offered through the reservations office at the time of booking or upon arrival by providing an imprint of their credit card, with their approved signature, authorizing the charges.


Can I send an amenity to a guest room?

Yes, all such requests are handled by the hotel's Guest Experience Department.


Are all the guest rooms equipped with fax machines?

Fax machines are available upon request.


Does Lotte New York Palace offer hypo-allergenic bedding?

Yes, guests may request full hypo-allergenic bedding and/or pillows.


Transportation Does the hotel offer shuttle service from the airport?

We do not provide airport shuttle service. We recommend reserving a private car in advance for your transportation to and from the airport. These arrangements can be made through the concierge desk. For area taxi and other ground transportation options, please click here.


Spa & Fitness Center Does the hotel offer a swimming pool, sauna and whirlpool?

The hotel does not have a swimming pool, sauna or whirlpool, however, our concierge team will be happy to provide recommendations based on your specific needs.


Hotel Deliveries and Packages Can guests arrange for packages to be delivered to the hotel prior to arrival?

Yes. Lotte New York Palace will accept guests' packages up to three days prior to their arrival*. Stored packages can be picked up at the Mail and Information Desk or delivered to the guest room within 48 hours. Click here to view Lotte New York Palace’s Shipping, Receiving and Delivery Policy.

* In our effort to accommodate all guests, we ask that shipments do not arrive earlier than three days prior to arrival. Storage fees will be applied for earlier deliveries.


Does the hotel offer packaging and shipping support for outgoing packages?

Yes. Please note that, in addition to the cost of the delivery service provider, hotel handling fees may be applied. Please click here to view Lotte New York Palace’s Shipping, Receiving and Delivery Policy. 


What are the hotel's ADA-compliant features? 

Lotte New York Palace is proud to be an ADA-compliant, accessible hotel in NYC. Our rooms are tailored to meet the needs of all our guests, and our staff is trained to provide the most inviting hospitality in New York City. Our ADA-compliant features include: Lowered entry door viewer and signage for utmost convenience and security; folding closet doors and racks for easy access; spacious bathrooms with outward-swinging doors and beveled floor saddle, handicap toilets, handheld shower heads, and choice of roll-in shower stall and tub with grab bars; lever handles on sink and doors; elevated safe; strobe light smoke detector; and telephone for hearing impaired, as well as wheelchairs and crutches on request.

For more information on our accessible rooms and suites, please call (212) 888-7000.