The New York Palace Hotel

After a red-eye flight and over 24 hours of no sleep, the hotel refused to accomodate us and made us wait for hours before allowing us to check in. They had absolutely no sympathy and paid no attention - their customer service is non-existent. Although the hotel itself is very nice, the lack of customer service will definitely prevent us from staying here ever again. The front desk staff were pretty much helpless, and the manager had no clue.

Good menu at Gilt. Good service. Tasty fries and pates. Good wines albeit mostly imported. Wonderfull atmosphere. Gorgeous decorum.
Great food,wine and memorable expreience overall.
Definate repeat.

I was a frequent customer at the NY Palace Hotel. Undoubtedly, it is one of the finest hotels in terms of design. A former mansion, it has much of the charm of its original state. The staff for the most part is fine. The doormen are excellent; they have a tendency to remember repeat customers. The rooms are scrupulously clean and I think only once did I find a room less then so. Even then, it was not an issue. There are minor problems with some of the desk staff. One woman refused to make change for me, until a co-worker interceded. Or another time, a man at the desk cancelled my reservation by accident. The problem with the hotel is uppermanagement. On my final visit to the hotel, I went to the Executive Lounge, where I always go on every trip, and went to take my breakfast. The dress is generally casual. I've seen people in there just coming from the hotel gym, shorts, jeans, etc...
When I was approaching the Lounge, I could see a girl in capri jeans climbing over chairs, and others dressed fairly casually. I was dressed in a polo shirt and khaki shorts. I was told by the man at the desk that my outfit was unacceptable and I'd have to change. In shock, I turned to leave and he then admitted
several people in shorts and sandals (I had sneakers) and one woman in a white, terry clothe shorts outfit. When I got home I sent an email asking why I wa singled out. The manager, Patricia Rachiele
sent me general apologies, but refused to address the issue at hand. She tried to "make things better" with a free upgrade, but that was not what I wanted. I then asked for the hotel manager, John Segreti to answer my question. He did not, all he did was offer me a free night. Again, not what I wanted. When I asked for the name of the employee, I was refused. When I asked for the contact of the Sultan of Brunei's corporation which owns the NY Palace- I was refused. Is the staff afraid of the owner hearing about bad service? They never responded to my travel agent either.

Our room looked out over St. Patrick's Cathedral and the light dusting of snow was beautiful the night we stayed there. The bellman made sure we knew what amenities were available - showed us the features in our room, very professional in appearance and attitude. Our turndown service included refreshing the bath towels we'd used - love having 2 towels per person, and ones that are big enough for a grown-up! Ice was delivered on a silver tray with 2 glasses - it made our Dr. Pepper taste expensive. Comfy bed, great pillows.

Beautiful hotel, down to the hallways! The room was spacious and beautifully decorated. The amenities were great and had a view of St. Pat's. I would recommend this hotel to any out of towner. As stated in another rating.....skip the Plaza!!!!