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Rated 3.7 out of 5 by 2212 reviewers.
Rated 3 out of 5 by So well located, so so experience I did notice the improvement of the rooms vs my previous stay at Sheraton Time Square, 3 years ago. Still, so nicely located, the hotel must improve services to SPG members, looking at more support to customer. Nothing drastically bad, but the bitter feeling that the staff is overwhelmed by tourism. And please, 10mn waiting for an elevator makes no sense!!!! March 12, 2013
Rated 5 out of 5 by Convenient to ALL NYC attractions! I love the fact that I can walk to almost anywhere, and the subway is right next door! June 18, 2014
Rated 4 out of 5 by Rooms are small but the price is good The staff was very good. The room service food was so-so. My only real complaint was that they had a maid clean the room across the hall from me at midnight which was a little annoying. June 5, 2014
Rated 3 out of 5 by Great location to restaurants and shows Hotel personnel were great and very helpful. Lines were long at check in, but was fully staffed and moved through quickly. King bed was great and room was comfortable neat and clean everyday for my 4 night stay. Disappointed that I had to pay 20 bucks to work out for 4 days. Not right. Living healthy should not be an expense. Facilities were great though. August 10, 2013
Rated 5 out of 5 by The hotel has a great location The hotel has a great location. The room was kept clean at all times. Although, there are some things that needed to be fixed in our room, such as: the bathroom door knob was broken, the plug by the lamp in between the beds was too loose, and the blinds for complete black out was not working. Otherwise, our stay was excellent. The staff were approachable. May 1, 2013
Rated 2 out of 5 by Pubes on Toilet When I checked in, there was a really long line at the SPG counter - the line moved quicker if you weren't in the SPG line. I booked a king bed room, and got 2 full beds. Since it was just me, I didn't cause an issue, because they were oversold. When I checked into my room, the bathroom was not that clean - black hairs in the tub and on the toilet. Yuck. June 5, 2012
Rated 3 out of 5 by Hotel too big and impersonal Location good but not impressed by the service received compared to 2 previous stays in New York in a smaller much more friendly hotel. We did not feel particularly valued by staff. Room also very noisy as situated near lifts which sound like subway trains when in operation. Problem with lifts on one day caused chaos as large queues formed to reach rooms. December 6, 2012
Rated 5 out of 5 by best hotel & staff I STAYED IN YOUR HOTEL FOR 5 DAYS AND IT WAS ONE OF THE BEST HOTELS I HAVE STAYED IN IN A LONG TIME FROM THE DOORMAN TO THE CLEANING STAFF HELEN AT FRONT DESK WAS GREAT YOUR HOTEL WAS VERY CLEAN AND YOUR STAFF WAS VERY KIND AND POLITE AT ALL TIMES I WILL RECOMMEND TO ANYONE I KNOW TO STAY AT THIS HOTEL THANK YOUR STAFF FOR MAKING MINE & MY SONS STAY GREAT April 18, 2012
Rated 4 out of 5 by clean, safe, close to everything Beautifully decorated, clean, safe, and within walking distance to theaters, Times Square and Central Park. I plan on returning next November. There was a gentleman at the Bell Captain's desk, named Sydney, that was extremely helpful early Sunday morning when I was trying to figure out the best way to get to the Staten Island Ferry. Thank you, Mr. Sydney! November 7, 2012
Rated 5 out of 5 by Great Location Really enjoyed the location of the hotel that it was not in the middle of Times Square but close enough to walk to. Close to great restaurants on 9th Ave that are not the traditional tourist traps in Times Square. The staff were extremely helpful with their recommendations. The club lounge is a nice extra with good views of the city. March 20, 2014
Rated 3 out of 5 by Great location but the linens had a foul odor The location of this hotel is perfect for enjoying the city. It is only a few blocks from just about any point of interest in the area. The sheets and towels, however, had a foul odor, even with clean ones each day. I had to buy some fabric and air odor eliminator to spray them. I think there was a laundering problem, but it was a bit offensive at times. August 27, 2012
Rated 3 out of 5 by Typical American Overconsumption Completely in line with the fantasy at the end of the industrial age that the unsustainable is desirable, this glitzy hotel is brightly lit, filled with industrial products, and uses vast amounts of electricity. It gives the impression that everything is okay, that we will never wake from this bad dream of endless consumption, that more is always better. March 9, 2013
Rated 3 out of 5 by Staff seemed very rushed... There was a problem with my reservation on arrival: I had been promised a king bed and was initially given a room with two double beds in it. Went back down to registration and woman found me a more appropriate room. On my departure on Sunday, I asked to check on my previously booked Airport Shuttle. Woman initially said she had no record of it and was not very helpful or very polite. She snapped something to the effect of "You should have a receipt..." (How would I have a receipt given the transaction was conducted the day previously over the phone...)? Eventually, she called the Airport Shuttle and the situation was resolved, although they had no receipt for me (I had given my credit card number the pervious day over the phone). Not the most pleasant people... Also, I feel it a little unconscionable, given the high room rate, to charge extra for the use of the fitness center. This seems to be happening at more and more Sheratons. October 10, 2012
Rated 5 out of 5 by Club floor Room we were given room in 32nd floor and chanfged to 47th as we are not happy with the size and view. reception understanding, helpful but took long time to sort it. Despite being in 47th floor no city views at all as advertised and all the offices are overlooking your room if you choose to stay on the weekday! Club lounge is excellent and has city view. November 23, 2012
Rated 5 out of 5 by Great location Well located between Times Square and Central Park. Rooms have been redone and are small but nicely appointed. Would like to see fitness center part of room charge instead of a separate fee. June 2, 2014
Rated 5 out of 5 by Great location, way above your average hotel! Located within a short 5 minute walk to Time Square and Broadway and Rockefeller Center. Very comfortable room and was impressed that you couldn't hear any outside noise. Beautiful lobby and very helpful staff. When we return to NYC, we will being staying here again! May 12, 2014
Rated 2 out of 5 by General comment The hotel is very unpersonal. No real attention. It is very dificult to accept that internet WIFI conection (which is very instable) is charged 15 USD per day when, everywhere in NYC, WIFI connection is free. It looks like Sheraton is trying to make money on everything it can. That is not the good Policy since client never forget such a mean attitude. June 24, 2013
Rated 3 out of 5 by Great location but then that is about it! NO SPG recognition at desk. Check in staff is surly and unhelpful. Cannot wait to leave the hotel which is always always always busy! They have the volume and therefore they do not care about doing a good job. They have truckloads of tour people coming and going. Definitely will not come back. THey charge for using the gym and internet! What the heck! November 3, 2012
Rated 4 out of 5 by better than expected I was happly surprised to find the room and hotel better condition and managed well. The last time I stayed there it was not a good experience--this time the room was above expections-clean and comfortable bed, shower was a bit small but the room had all going for it---up high floor with echo of street noise but that did not get in my way of sleep. T September 12, 2012
Rated 1 out of 5 by Of all the SPG hotels I have stayed at, this is the worst. My entire experience with this hotel was a complete and utter debacle. Starting with receiving an email a few days before my arrival saying I could upgrade to Club level. I immediately called the hotel's number listed on the email in order to take advantage of the offer emailed to me. After being transferred around multiple times and being put on hold and eventually disconnected multiple times, I was finally able to leave a message. I was later told that there was no upgrade available and there had not been any available for numerous months. Once I arrived, my check-in took nearly an hour to complete. The woman. The woman checking me in was very nice, but had no authority to do much and was constantly waiting on management. She said she would credit me a day for my inconvenience, but upon checkout, I was not given the credit, even though the same woman helped me and recalled saying it. She did not have the power to do so, once again. Once I was finally checked in, we were told to move the refrigerator from our previous room to the current room ourselves. I was told this by a manager. The room was constantly hot and never seemed to work correctly, I was promised extra towels my whole stay, yet only got the bare minimum. When I mentioned the lack of enjoyment during my stay I was promised better service, but nothing ever changed. I was given one breakfast to make my stay better. The breakfast was decent, but in no way made up for the lack of service. I understand that I was at the hotel during the NYCDA National convention, but I have stayed at many hotels during many conventions. Between dance competitions, Bar (attorney) conventions, I have never had such lack luster service. The staff themselves seemed very nice and very sorry for my poor experience, but they either had no authority, or their actions did not follow what was promised. I will never stay at this hotel again. There are many other choices in and around the same area that I have heard wonderful things about. Maybe if I had been the only one in this situation,I would give it another shot, but every single person in our group had a poor experience. It was almost as if the staff knew we had to stay there because of the dance convention and didn't care at all if we were comfortable or happy. In all honesty, the elevators were so slow , I could have easily stayed at any one of the hotels around the corner and been able to arrive at the convention in the same amount of time. July 15, 2014
Rated 4 out of 5 by What a Turnaround! I hadn't stayed at this hotel in years as it was in such bad shape the last time I stayed there. What a difference a few years makes. The hotel is on brand and the rooms, corridors, elevators, everything just looked and felt new and fresh. I don't like to stay in this part of town, but the price makes for great value and I will definitely be back. December 20, 2012
Rated 2 out of 5 by Although looks updated, service and cleanliness lacking I stayed here at a group rate for a conference. Although the hotel and room were nicely updated, the smell of something moldy in the bathroom was overwhelming. As NYC goes this is in a great location, with no free gym (like most NYC hotels), free wifi in the lobby causes and overly crowded lobby, but free is unheard of in NYC so it was a nice touch. January 2, 2013
Rated 5 out of 5 by This Hotel Was Excellent! The hotel was nice and clean and the restaurant served Excellent Food! I would recommend it to everyone! There was 1 staff member that appeared to be having a bad day but overall everyone was very nice, helpful and most importantly for me the hotel was clean! I had a Excellent experience and hope to attend again in the future. Thank You! February 20, 2014
Rated 2 out of 5 by 50/50 Pros: - 24-hour club lounge - comfortable beds - wifi connection - friendly staff - good new furniture Contra: - got small room without view, shower gel (!), sleepers, paper delivery, not on SPG floor - saw previous guest's hair on the bathroom wall. Reported to reception, received just phone "sorry" from manager. Final conclusion: not recommend. May 5, 2013
Rated 4 out of 5 by Tjhe hotel is well located We arrived at 8:30 pm our room was not ready. Staff gave us a complementaty pass for diner which was ok. The room was finally ready at 10:30. Too long considering I am a paltinum member, i would expect the place to be ready when i come... Anyhow, once we were installed thing got better. April 30, 2014
Rated 4 out of 5 by Nice hotel in a great location The person who checked me in was very professional and offered me free wifi, a room on a high floor, and two bottles of water. The room was clean and comfortable with great bedding and amenities. May 31, 2014
Rated 4 out of 5 by Pretty good All in all this place was excellent, both in location and style / quality. However I had a few quibbles. The lamp in the front foyer was burned out, and the sun blocking window blind was jammed and could not be raised. This left me scratching my head, how could a place this good make such goofy errors? But if you need to be in that area, use it. February 22, 2013
Rated 2 out of 5 by Tired Hotel for Tourists If location was everything, this would be a good place to stay. Otherwise its a tired hotel. The TV didn't work and the minute button on the alarm clock did not function. June 4, 2014
Rated 5 out of 5 by Great staff and great location! Stayed at this location in April and enjoyed our stay. Just had a "sister" weekend and was no disappointed. Location is perfect. Checkout time was a bit crazy was on the 37th foor and elevators were full - waited for close to 20 minutes - Until Edorado came to our rescue and took us down service elevator! Very nice!!!! Highly recommended!!!!! December 30, 2013
Rated 5 out of 5 by Best location and people Location of this hotel was great to get to theatres, restaurants, and the park. The staff was especially helpful right from check in to check out! Thank you again Brittany! June 3, 2014
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