Rated 5 out of 5 by Golf43 Visit During a Hurricane
The outstanding staff provided a safe haven for all guests during Hurricane Sandy. The hotel was at full capacity with guests who had been evacuated from their homes or other hotels, travelers whose flights had ben cancelled and marathon runners who had been disappointed by a cancelled run. The staff, at all levels, remained dedicated to the comfort of guests and even though many had personally experienced the effects of Sandy. They smiled and continued with the can-do attitude which speaks highly to the leadership. Thank you for offering a shelter from the storm!
November 6, 2012
Rated 3 out of 5 by Jimmye Disappointing
The room provided initially was unsatisfactory...dark, no real cupboard space. New room provided with tiny bathroom/dark no proper work table (which as a business person I need). Long wait for check-in. Was told I did not qualify for SPG check-in (not Gold Member) yet kids hardly out of school were attended to there!. Charged extra $150 for checking out at 3.30 PM. Only one agent at check-in/check-out long lines....yet SPG check-in dealt with kids (which previously I was told as as an SPG Member with 40,000 points I could not use).
July 11, 2014
Rated 4 out of 5 by Frequentraveler52 Lounge Changes
Very disappointed in changes made to the lounge. Shorter hours and less quality food seemed to be driven by cost savings although the staff says they were trying for consistency with other Sheratons. Being a frequenty traveler and having stayed at many Sheatons, they missed by a mile. As a platinum member and frequent traveler, use to look forward to unwinding in the lounge, Now it opens too late in the morning for me to have breakfast and a lot of my food favorites are gone (no hot horsd'oeuvres in the evening and no freshly cut fruit in the morning for eample).
August 5, 2012
Rated 4 out of 5 by Andi75 July one night stay
My check in experience was very disappointing. Marilyn who checked me barely acknowledged me. I stay at the Sheraton everytime I visit NYC, and have to say that her customer service was awful. I felt that she was bothered to check me in. She did not ask if I had any preferences to my room, acknowledge that I am a SPG member. She handed my room keys and said nothing to me while handing them to me, not even telling me what my room number was. My overall staywas good, but the check in experience was very dissappointing.
July 23, 2014
Rated 4 out of 5 by FlyIntl Location, Facilities & PlatinumRecognition
I had a good stay at the Sheraton NY (at 7th Ave & 52nd St) with a minor snafu. I'd stay here again.
SPG Platinum recognition, upgrade to Club Floor, good Club Lounge (24 hr access), good wired internet (in room), well-furnished room, very well equipped fitness center (for fee unless you're on Club Floor), great location (few blocks from Times Square, on "E" subway/train line which goes JFK, Port Authority Bus Station, Penn Station, etc), great front desk staff (at Gold/Platinum line).
Had to wait three hours until 4pm for my room to be readied (but front desk invited me to wait in the Club Lounge which was perfect because I had to get some work done and could access the internet from there), very cramped room.
September 25, 2012
Rated 2 out of 5 by CC14 Great Location - but disappointing
Stayed there on business, am a big fan of SPG properties and wish my company would have more SPG options. Arrived at the hotel around 11pm and just wanted to go to sleep. The lobby has all been renovated and is beautiful. went to my room, only to find both keys not working...went back to the desk, they were very apologetic. gave me a new room and off to a new room just in case. In the new room, the bathroom smelled like smoke which I find disgusting. dealt with it anyhow and mentioned it on my way out the next AM - they were very apologetic, but tha'ts about it.
December 11, 2011
Rated 1 out of 5 by Nacorom Why no free wifi?
I would hesitate to stay here again
This day and age to nickel and dime your guests for wifi seems cheap
I would rather stay somewhere that offers that in the price
February 6, 2013
Rated 4 out of 5 by Bgin The hotel is good
With some improvements the hotel can be a great business Hotel it starts to be came a touristic hotel and the general attitude is for one time random visitor.
Your hotel as five stars with Loyalty membership is one of few that charges for Wifi (your staff gave me a relief but it is ad hoc. Another big frustration was with the packages outsourcing company LL level that when I tell friends that for 5 days Sheraton is my address but no one called my room that I will come down, but gave it to the Outsourcing company that after-few hours asked me 20 $ for keeping value of less than 20$ the hotel shift manager understood me and gave me a discount to keep me happy but this is not a way to bypass the commitment to call the client first anf if he is not responding to tell that charges will be implied.
August 5, 2014
Rated 3 out of 5 by David450 Disappointing experience!
Based on the reputation of the Sheraton, I booked this hotel for my 2-night stay in New York. We arrived at around 10:00pm, after a long drive from DC, and there were no rooms available, despite having booked months in advance!
When we eventually got our room, the ice machines on the floor were broken, and the safe didnt work!
To be fair, the staff were very accommodating, and gave free dinner, breakfast and Internet in compensation for the problems we experienced, but these problems should not have arisen!
The final straw was the incorrect bill! After being promised free Internet, the bill reflected the Internet charge. This was reversed, but again, with a superior brand such as the Sheraton, it should never have happened!
August 9, 2013
Rated 5 out of 5 by Grrink best NYC Hotel!!
This by far the best NYC Hotel it represents starwood extremely well and is always great, all your needs are always addressed with speed and professionalism
April 19, 2013
Rated 3 out of 5 by Ann1234 OK but not great
I asked for a room far away from elevators and ice machines when I made the reservation some weeks in advance. I called them the day before to let them know I'd be arriving late at night and that I was concerned that I would get stuck with a room near one of the aforementioned sources of noise. They assured me that it would be no problem. When I finally get to my room, it's four doors away from the elevator. Ding! Ding! Ding! all night long....I was there for a conference and too tired that night to drag my stuff downstairs and too busy the rest of the time to deal with it. Hotel was jammed full b/c of the conference also. Other minor annoyance: not replacing the tea bag every day until I left a note for housekeeping staff.
February 17, 2013
Rated 4 out of 5 by JH11005 Sheraton NY good not great
Overall experience was good. Efficient courteous checkin, courtesy internet, overall very nice customer service.
Bed was NOT good, had depression on side near bed table, and I was forced to move to the other side, which made my sleep more difficult.
Shower not hot enough--it was quite warm but not as hot as I preferred. I know it was turned on fully. When I finished my shower, I tried the faucets, and they were hotter than I needed so I believe there was plenty of hot water.
Also the toilet needed leveling and wobbled whenever you sit down.
It surprised me that these things, while minor, had not been noticed and repaired.
Rates reasonable with our group but still high, but location very convenient and lots of fun.
January 12, 2014
Rated 2 out of 5 by juikly Little details matter
When you pay a significant amount to stay at a respected brand, and especially when you have status with the hotel chain, you expect not to be nickel and dimed.
I simply forgot my toothbrush at home. Every respectable hotel I know sends you a complimentary one in this case. I called guest services. They told me there is one in the minibar. Which I would obviously be charged for.
Now, dear hotel management. Was it really worth saving a few cents on that toothbrush?
It might seem like a little detail, but overall these things separate great hotels from mediocre ones.
Other than that, I was waken up by housekeeping's chatter and noises on Sunday morning. Wasn't pleasant.
The room was really small but ok. Location is great.
May 9, 2012
Rated 2 out of 5 by Katie11 We were very disappointed
We arrived on Friday night at 6 p.m. after several hours of traveling from a locked down, stressful Boston. We checked in only to find our room was still not made up. We checked out the next day and shortly after realized my son had left a sterling silver cross on the night stand. We called several times to try to retrieve it but was told it wasn't in lost & found and no one had turned it in. Some employees were helpful, others quite rude. We left NYC without the cross, and very upset with this hotel and its staff. I could never recommend this hotel to anyone.
April 22, 2013
Rated 4 out of 5 by SPG45 Excellent location and staff
Took the family to Times Square for one week. Stayed at the Sheraton in a connected room. Excellent view of the city and the staff were fantastic. The front desk and concierge took extra efforts to ensure our comfort and that we had a fun family vacation in mid-town.
September 8, 2014
Rated 5 out of 5 by Junior2 This hotel has great service
Room, restaurant, and other staff services were among the best that I have experienced. Everyone was friendly, and accommodating. Thank you!!
August 13, 2012
Rated 5 out of 5 by Allyg8r Great hotel and even better staff!!
I had the pleasure of staying in your hotel on a recent family trip to NYC. It was my teenage daughter's first time to the City and we wanted it to be special. We chose the Sheraton b/c of your proximity to Times Square and Central Park. Daunus was our check-in agent and he was WONDERFUL!! I cannot say enough good things about him. It was busy when we checked in, but he helped find us a fabulous room with a great view so my daughter could get the full experience of the City. The room that was booked online was not what I had expected, but he quickly offered a different type of room with a great view. He was the most accommodating person I've dealt with in a long time. Hotel was great. Minibar was a bit scary in that it was all automated, but once we figured it out, it was fine. All in all, it was a lovely experience and we will be back.
August 18, 2014
Rated 5 out of 5 by Beth999 Amazing hotel but WIFI needs work
We just finished staying in the hotel, and we found the rooms very comfortable. The breakfast and appetizers in the club lounge were tasty. The staff was friendly and helpful. We did find that the wifi both in our room, in the lobby and in the club lounge did not work very well. We would get connected for a few minutes and then lose the connection. We tried with 3 different devices, and even though we called the technical support line, things did not get any better. Overall, I would recommend this hotel as the location is central and the rooms were fantastic.
May 22, 2012
Rated 2 out of 5 by STLA Extremely Noisy and Light Infiltrates Door
I had a bad experience at the Sheraton Times Square. Not sure if it was because of spring break, but there were people talking and persistently opening and closing doors in the corridor outside my room until about 4:00 a.m. In addition, there was so much space between the door and the door frame, light poured into the room (not just at the bottom of the door, which can be cured with a towel, but all sides). I also found it concerning that the elevators did not require a room key be used to access the floors. On the upside the gym was great (albeit expensive).
March 29, 2013
Rated 2 out of 5 by ALO72 Uncleaned room
The hotel lacked the professionalism of other Starwood hotels. The room was not cleaned and when I called to let them know they switched me to a managers office in which the phone just continuously rung with no voice mail. Finally, when we managed to find someone to complain to they offered to clean the room at an inconvenience to me (the customer). Other people on my team had bad experiences as well. For example, one team member was locked in the elevator on one occasion and on another occasion was forced to switch rooms at 2am because the heat was broken.
March 1, 2014
Rated 4 out of 5 by Andi0910 Wonderful experience
We've stayed at this hotel many times before due to its location convenient to shows and restaurants. This time we were celebrating our anniversary and the hotel provided lovely acknowledgements of the occasion. Any interaction with staff was prompt and courteous. I would highly recommend this hotel.
September 5, 2014
Rated 3 out of 5 by NLB2012 Good overall, but a disappointing incident
The hotel was as I expected for a Sheraton - great bed and pillows for a good night’s sleep.
It was very busy when I checked in, and unfortunately the room I was given was already occupied - an awful situation.
Re-queuing and dealing with check-in staff was a hassle – there was no sincere apology, I was given another room and that was that.
I had a tight turn around before I needed to be collected for dinner – the room mix up caused a 30 minute delay, and meant I was late for my hosts and our dinner reservation, which caused a knock on effect.
June 11, 2012
Rated 5 out of 5 by CJAce Perfect place!
Wow! I was impressed - Here's why.....
I haven't been to NY in a few years and this was the first time in the Big Apple w family. Although the hotel was booked solid the front desk staff, mainly Nicole, went out of their way to get my two rooms right next to each other. Since I had Platinum status they upgraded me to a suite that had views of Time Square, Hudson and Central Park (You cannot get a better view of NY than any Sheraton room ending in xx01). Nicole (the front desk staff) even sent my daughter a goodie basket on the house. Furthermore, my second room was bigger than expected, for NY, and comfortable.
The facility had a gorgeous SPG room that had a perfect view of Time Square etc. The work out facility was immense and fully stocked.
Overall the staff was A+, very nice and on the ball!
A must go to in the City.
August 13, 2014
Rated 5 out of 5 by Spoon57 Great Times Square Spot
My son and I wanted to spend a few days in Manhattan and chose to stay at the Sheraton Times Square and we couldn't have picked a better hotel or location. The hotel is very clean and the rooms are clean and quiet. The hotel was recently renovated so the rooms are really updated. Once you step into the lobby, you know you're in New York. A truly amazing location because you're in the heart of Times Square with access to so many of the things you want to see and do and at the same time it offers close access to subways for those that want to venture out of the area. The concierge was awesome with helping us navigate the subway system to Harlem and Brooklyn. The staff is extremely professional and pleasant and made us feel like valued guests.
June 4, 2014
Rated 1 out of 5 by ladydi12 needs something
The only thing I would like to see is a magnifying mirror in the bathroom! and perhaps a robe, even if upon request
December 1, 2012
Rated 4 out of 5 by Cyn75 Great Location!
I was very happy with our location, close enough to Time Square yet distant enough from the chaos. Hotel is nice, rooms or a decent size but bathrooms were small. Housekeeping was very friendly but I do think that some areas of the room get "skipped" in their rounds and are left dusty. We stayed for 9 nights and those areas never got dusted. I really wish they had laundry facilities in the hotel, I would not stay here again for more than 4 days because of this. Otherwise, I would stay again because of the great location (but would request "extra dusting"!).
January 17, 2013
Rated 1 out of 5 by Kat21 Terrible
Terrible stay. Construction near hotel could be heard till 3:00am. Room had a plumbing leak. Sheets were rough.
June 17, 2013
Rated 4 out of 5 by Eric10567 Could have been a 5-star stay...
My wife and I checked in for a one night stay at about 9:15pm and were greeted by a very nice and friendly agent at the front desk. After she found out that the stay was for our anniversary, she offered us a free room upgrade and bottle of champagne, along with some chocolate covered strawberries (we were thrilled) and said that room service should have them up to our room before 10pm (and that if we weren’t in the room they would just leave them there).
When room service hadn’t shown up by 9:45pm we decided to talk a walk to the park, with the hope that everything would be there when we got back. When we arrived back to the room at around 11pm there was nothing, so my wife called room service and they said they would be right up. After ½ hour we were tired (and tired of waiting since it really wasn't that important) so we called back and said not to bother and that we were going to bed (at which point we put out the do not disturb sign), which we thought had ended the matter.
However, at 7:30am we were awoken by loud, rapid knocking at the door and someone announcing it that it was room service. We yelled back for him to go away but he persisted, so I opened that door and explained to him (he was professional and courteous, btw) that it would have been nice last night but hat we were leaving that morning and had no need for it now. He continued, stating that we should just take the champagne with us, which we finally agreed to do (he was also apologetic and said he would inform his manager about what had happened).
Overall, the stay was great and the staff very friendly and professional, but we were left a little frustrated by everything that had occurred (and also a little annoyed that we were bothered again at 7:30am when there was a do not disturb sign on the door).
It’s a just shame that in trying to provide us a wonderful experience the hotel actually delivered the opposite (but at least we do now have a funny story to tell).
September 22, 2014
Rated 3 out of 5 by shell Front Desk needs improvement
I've stayed here many times, usually it's fine but expensive. This last week's visit was very unsatisfactory. The check in line at the front desk was huge and there was only ONE agent!!! I arrived at about 9:30 pm Monday June 4th. I waited about 10 minutes, decided to run across the street and get a soup, came back line was worse. Waited 35 minutes. THe ONE person at the desk got NO help from others, she was repeatedly asked by people in line to go get help. Many other staff were milling about and no one helped her. I then didn't get the room I had asked for, and decided to just forget it, not worth going back down. Really disaapointing., The starwood elite desk had two people and no line and they didn't offer their help either.
June 11, 2012
Rated 2 out of 5 by P3t3rT Great Location with Bad Services
Stayed here 6 nights in conjunction with the IronMan NYC event. Complained about the smelly towels from day 1, did not get better throughout the stay, even the bedsheets smelled.
Was out one day and remembered that i forgot to take the Peace & Quiet tag inside, so called Front Desk to have my room clean but didnt happen.
The worst was there were no shuttle bus to pick up the athletes at the finish line back to the hotel, after over 12 hours, they had to walk to catch a taxi back to the hotel without any cash...
The 2 stars given simply for the LOCATION!
August 20, 2012