Rated 2 out of 5 by Pk4367 Construction at all hours
Didnt enjoy my stay this time. Construction at the hotels runs from 700am until 930pm. They put me on the floor right below. Answers from the staff ranged from "there's no construction" to the standard "it's a third party contractor that we don't control". To add insult, the tub was clogged so by the time my shower was done, I was ankle deep in soapy swamp water.
Far from my normal SPG experience. I won't be staying here again.
17. Dezember 2011
Rated 2 out of 5 by Amit Hotel is well located but not worth 4 stars
We stayed at this hotel for 3 nights. The hotel is well located, walking distance to theater district and Hells kitchen, The hotel gets very crowded. Therefore the service is very slow. The rooms are small, just enough to move around. I do not know if it is specific to the lower level cheaper rooms or throughout the hotel. We stayed on 16th floor and the floors above 20th are more expensive. Danielle at the Tickets & Tours was very helpful in planning our broadway shows. Special thanks to her. Discount coupons to Macys are available at the concierge.
16. Dezember 2011
Rated 2 out of 5 by AndreaC just a big confusione
I was there during the New York Marathon period.
Hotel is still under renovation, got an upgrade because of my platinum spg status, the suite was just a big room, not at all a suite...small bathroom...basic amenities, no minibar...no service at all...every time you dial 0, they tell you to call somebody else...even at the lounge, such a small one for a big hotel, and totally unprofessional and unfriendly staff! so disappointed!
16. Dezember 2011
Rated 2 out of 5 by Dale33 Great Location, Rude Staff
The hotels location is perfect. Close to times square, subways, central park, and shopping. Staff at the front desk are rude and do not care for your needs one bit. Even if you are a Gold or Platinum SPG member. Apparently what I was told was there are no upgrades for us at this hotel. On the bright side the staff in the breakfast buffet are the nicest people in the hotel. They even remember your name each day you come in. Very outstanding.
14. Dezember 2011
Rated 2 out of 5 by LA1207 Location is the only good thing
I was extremely disappointed during my recent stay. The Preferred Desk staff was surly, arrogant and unfriendly. They never used my name, and were brusque and robotic during check-in. The room was the worst I have ever had at this hotel. It was extremely tiny and had NO dresser or drawers. We had to literally live out of our suitcases for three days. Given the tiny, tiny size of the room, this made the space even more uncomfortable. The “security” staff they have in place in front of the elevators is a joke – they NEVER once asked anyone to show room keys. Anyone and everyone who wanted to come in off the street and enter the room elevators had unfettered access. Obviously, the location of the hotel is great – and that is the only thing I can recommend about this hotel. I certainly did not feel like a Gold SPG member and this stay made me question why I should remain loyal to the Starwood brand.
14. Dezember 2011
Rated 2 out of 5 by Sheraton2011 Room condition was unacceptable
As a result of SPG's failure to credit my 3 for 1 promotional points as promised, I was forced to transfer from the Manhattan (4 star) to the Sheraton (5 star) to a handicap accessible room a few days before my trip. Being a 5 star hotel I was shocked to find that the room was in horrible condition. The drapes were hanging and missing hooks which did not allow me to close them all the way and the swtich to raise the shade was broken. The radiator had peeling paint and worst of all, the bathroom had broken handles and was in the worst condition I've ever seen; and was more like a cheap motel than a 5 star hotel. Needless to say, I was appalled.
13. Dezember 2011
Rated 2 out of 5 by T75raw2 Disappointed with room and treatment as Gold member
We have sstayed at this hotel for a number of visits to NYC. The reception and facilities this time have considerably deteriorated. The lGold Prefered Guest checkin in was cold, non responsive to my requests, didnt provide access to the Club Floor facilities, and didn't offer a room for about four hours after arrival. The room had a broken mirror taped together, a sink and stool that barely drained, cracked tile in the shower, very crowded conditions. and a brokenm shade pull for the window. This was definately not up to our expectations for Starwood facilities. When we asked for a room chjange we were told thotel was completely full and we were going to have to accepty what we had. Overall, we were treated poorly, charged $14.95 a day for lwhat should have been free WiFi, and not recognised / treated like valued customers.
13. Dezember 2011
Rated 2 out of 5 by Aisny21 Far from the best experience
As a platinum member; it would have been nice to have gotten an upgrade; my room was cold and boring; walls in bathroom had some stains; hotel needs to have wireless in the guest rooms
12. Dezember 2011
Rated 2 out of 5 by BettTraveler Location is its only redeeming feature
Unbeatable location - would not return here for any other reason. Room was not ready at 2:45 - had to leave and return and stand in line yet again. (Apparently dozens or even hundreds of rooms became instantly available 15 minutes later.) Two of the four elevators going to floors up to 20 were not working day we checked in - horrendous lines and congestion in the lobby and elevator corridors. One evening I came back to my room only to find five or six housekeeping trolleys in the corridor - they were still there five hours later, with no evidence that anyone was working on servicing the rooms. I complained to Guest Services, only to get someone with an attitude. The astronomical room rate should get something better than an attitude. We were supposed to receive a daily paper, but there were all of five or six papers sitting by the elevator each day. I suggest someone get the lead out and deliver a paper to each SPG room.
On the good side, the rooms were clean and comfortable, but nothing special - usual Sheraton issue.
12. Dezember 2011
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.
11. Dezember 2011
Rated 2 out of 5 by Dunja Screaming housekeeping at 10PM
I never have a bad experience with Starwood properties but this one was bad! I got back to the hotel after a full day of meetings and the lady who is cleaning the room next to mine was screaming for 30 minutes to somebody on the phone and co-workers. Using bad words and was loud.
In addition my room was so hot and I could not get it any cooler. The door had the paint coming off and the bathroom was extremely small. I paid over $400 for the room and have gold status with SPG. I would have expected something better.
10. Dezember 2011
Rated 2 out of 5 by LandedSPG My First impression: Terrible....but maybe not for you.
Here is the thing: this could have been a solid recommendation by me. However, it started off bad and didn't get better.
The positives are that generally speaking this is a decent priced hotel for how close it is to Time Square and Central Park. Also, note that the parking is not super expensive relatively speaking to what other hotels charge. And that's where the positives end.
As a PLAT member I did not get upgraded to even a better room not to mention a suit or anything! I know what the standard cop-out message by all hotel responses is: "it's based on availibility" and although that's true, more often than not if you argue long enough during check in, you get some kind of upgrade which only means that it's actually based on "who wants it more" instead of legit availibility. Whenever I have to argue for an upgrade as a PLAT I already can assume the kind of hotel I am dealing with. So when I didn't get upgraded, it was not too much of a surprise to find out the PLAT lounge was closed for the weekend. Now since last year they've gone 24 hours, but when I went there, it was closed.
So look, if the lounge is closed and I am not upgraded (and at the that time Internet was not FREE for PLAT's) what am I getting here for my loyalty? Nothing.
Maybe since 2010 things have changed for the better, but when I stayed here for three nights in a row it was not a great experience. I had used starpicks otherwise I would have gotten out of there on the first night, but when you pre-pay for a hotel booking that you've never stayed in before, you run the risk of getting stuck.
As a whole I recommend the place, barely. But be warned, there our better SPG alternatives all around you in NYC.
This hotel does not meet the category 5 standards and should be category 4.
7. Dezember 2011
Rated 2 out of 5 by KittyKat Hotel not up to par
I am a Starwood preferred member and I booked a room, on a higher floor because I was under the impression I would be staying in a newly renovated room, that I paid extra for. This sadly, was not the case. Upon arrival, there was a line to check in. It moved fairly quickly. The room was not a newly renovated room, or at least, did not appear to be renovated. The sink leaked water, and the paint needed a touch up. The view was horrible. So after paying extra for a renovated room, I was very disappointed. The staff, however, was friendly and helpful. My husband and I were in town for the Margarito/ Cotto fight. We left our room and when we tried to open our door, the keys did not work. We were given new keys, and went on our way. The next day, we left for the fight and made sure our keys worked, which they did. When we arrived back to our room, very late, our keys did not work, again. We went downstairs, got new keys, informed the front desk this was the second time this had happened. We went to our room, which we couldn't get into because yet AGAIN our keys did not work. My husband went back downstairs to get new keys, which did not work either, so security had to come again.
Apparently, there was a problem with the lock. I am highly disappointed because usually my stays are great at Starwood properties. I was let down because I paid for a renovated room, which apparently was not. The lock issue was frustrating, especially when it was 2-3 o'clock in the morning.
I hope this is not the practice that Starwood Preferred Guests are left with. The staff was nice, and the location is great. Unfortunately, the value I paid for was not great. I hope Starwood can rectify the problem because I normally enjoy their properties. Especially the Sheraton Waikiki!
7. Dezember 2011
Rated 2 out of 5 by soxtr7 Great location
This hotel is in a great location, but the rooms are tiny. Our room was clean and newly renovated. The worst thing was that you had to pay $3.25 a bag to the bell hop to hold your luggage before and after check in/check out. Also if you arrive in a car there is no one to help you with your bags.
15. November 2011
Rated 2 out of 5 by Robyn62 This Starwood property is AWFUL
I must start by saying the Men at the attractions desk were extremely helpful and kind. The young lady at check-in was very pleasant as well. Our rooms were clean but extremely warm. We had to keep the window open all day and night in order to stay comfortable. As a starwood owner, I have a certain standard I expect at all starwood properties. The staff at this location was arrogant and completely unapproachable. They seemed to do everything they could to make things as difficult on the guests. I tried to get a box to ship items home and they transferred me 4 times to an obnoxious nasty girl named Kim in the Fed-Ex office. I have NEVER been treated so horrible. We usually stay at the Westin or the W Times Square when we come to New York, and I can guarantee we will never ever stay at this Sheraton again. The Westin or the W are the most comfortable and accommodating hotels in the city. They're location is great and the hospitality is amazing. This sheraton hotel gives Starwood a big black eye!!
15. November 2011
Rated 2 out of 5 by DocLove Only good if you are paying a cheap rate
This is a value hotel in NYC for the Starwood brand so if you don't get a rate cheap rate you will be very disappointed most likely
I've stayed here many times when I needed a cheap alternative and most other hotels were too pricey. The lobby is always packed and not always the best element hanging around there i.e. (been propositioned many times).
The renovated rooms are ok the lobby is always packed with tours who get good group rates - a bit of a zoo.
11. November 2011
Rated 2 out of 5 by GKGLondon Yuck!
For the price I paid, I expected a clean room with furniture that was intact. What I got was a bathroom with dirty floor/walls and a dresser with a piece of the top ripped off. (I have photos but no way of posting them here.)
Also told that I couldn't have WiFi as it was available only on the upper floors! Why would this be??
7. November 2011
Rated 2 out of 5 by MissCherryBomb Unprofessional Staff
Very unhappy with nearly all experiences with the hotel staff. When we drove up to the curb, the bellmen ignored us--despite that it was pouring rain and snow (Oct 30 storm). I had to get out of the car and ask for help. The bellman said he would help me, so I went back to the car. 10 mins later, he was still tending to other people, hailing cabs. I got out of the car again, to ask for help AGAIN and he said "oh yeah", as if he forgot about me. This was my first impression of the generally unprofessional attitude of the staff. I then waited to 20 mins to check in, just to be told that I could not do so until 3pm! There was only two people checking in dozens and dozens of guests, but the staff were still working at a SNAILS PACE! No sense of urgency at all. I then went to see where my luggage was, so I could figure out what to do with it and was told it would be taken to the storage room until we could check in later. We left and came back later, to check in. Upon return, I waited for another 30 mins in line, just to be told that because I did not have a ticket for my luggage, I could not get it out of the storage room! I walked around, trying to find someone to help me with the situation and saw my luggage just sitting on a luggage cart, in the middle of the lobby! I was furious. We went up to our room and decided to stay indoors, since the storm was so bad outside. Then entire rest of the night, we were awoken by drunken Halloween partiers, because the door was too small from the frame and there was a 1/2 inch gap, which allowed all of the hallway noise to funnel into our room. The next morning, we were up early. We did not have a "do not disturb" sign on the door, but did not think that the housekeeping crew would bother us so early. Wrong. We heard a knock at the door at 8:45. Before we could answer, she just let herself in! I couldn't even believe it. I was so happy when we finally left. NOT a good experience, what-so-ever.
2. November 2011
Rated 1 out of 5 by DisappointedandDejected Worst customer service ever!
I'm a platinum member and was treated with disrespect from the moment I walked up to the reception. Barely 'allowed' to check in and given the third degree with a condescending attitude by receptionist. Required me to call my husband (who was working and about to board a helicopter in CA at the time) and put him on the phone to 'prove' I could be checked into the reservation under his name. Asked for free water in room (which we were told should be complimentary) 4 times over 3 days before they finally delivered. Experienced a false fire alarm in the morning on the 2nd day (which happens, I understand) but was followed by 3 (count them 3!) PA announcements louder than a superbowl announcer explaining that they found the reason why it happened, and to go ahead with our normal business, sorry for the interruption.) Which might have been tolerable had we not been sleeping after a long night out. Got a vm on day 3 saying they delivered the toothpaste/brushes we requested...but we didn't request that...nor did they deliver them! Called to speak to mgr. on duty and was transferred to reception and put on permahold. This was easily the worst customer service I've experienced at a Sheraton EVER! Total incompetent staff. Avoid this hotel like the plague!
3. März 2014
Rated 1 out of 5 by Mankey Appalling customer service
We arrived on the 19th for my husbands birthday. We upgraded to the club room.
My nephew had the room next to us.
Within the 1st hour 3 times I spoke with customer services. Telly did not work.
I was promised someone would fix the telly but when we returned from a stroll a couple of hours later no one had been. Eventually an engineer did arrive and the telly had to be replaced.
I asked would the club room have a variety of nibbles each day and was told yes they change it. No they didn't I can't stand cheese
But every day was cheese. And not good cheese as well as my husband couldn't eat it.
We always upgrade but never again with sheraton.
When we did complain we was made to look uncomfortable.
To cap it of we received a message on the answer machine telling us that they have added the cost of a product we had used from the mini bar. I went straight to reception to complain as we had not even touched the mini bar not even opening the door. The response I got was ok sorry.
On our last night before we left I went to get into our room and the key would not work.
I then used then tried to use the other key but that would not work.
I went to reception and they replaced the keys which also did itn work. It then transpired that we hade been locked out of our room as reception said they had not received a credit card to pay the bill which your receptionist took when we checked in.
We was then told we had to wait for a engineer to come and open our door . We had to wait outside our room waiting for the engineer to arrive on our last night. We complained to the reception but they just said I will get a manager for you.
The manager had a worse attitude than than the previous member off staff.
Our break was suppose to be a treat but the Sheraton staff completely ruined it for us.
We go abroad about 5times a year but can honestly say we will not use sheraton again.
We even stayed at the Sheraton at Heathrow before we left.
To cap it all off my husband was asked to pay 20dollars to use the gym , never has he had to pay to use the facilities if he was
staying there. Overall very poor experience.
26. Februar 2014
Rated 1 out of 5 by Greg20140214 Customer Service
We had a horrible experience on our floor with a domestic dispute outside our room in the early morning hours with the individual screaming and kicking the door. We had called for security, however, management never offered to change our room. It was disappointing as we were frequent SPG members who were on a club floor.
19. Februar 2014
Rated 1 out of 5 by SG80 Bogus charges on the receipt
I stayed for one night and got charged for bottles of wine and water that I did not order.
this is totally unprofessional
22. Januar 2014
Rated 1 out of 5 by SG80 Bogus charges on the receipt
I stayed for one night at this hotel and got slapped with charges for bottles of wine and water that I did order.
This is totally unprofessional
22. Januar 2014
Rated 1 out of 5 by bbaker9290 This hotel is terrible!
This hotel was our standard when staying in NYC, but I will never return to this property! It was overcrowded and you had to wait up to 15 minutes to for an elevator. We are Platinum members and so we upgraded to the club floor. This was way overcrowded and no longer exclusive. Breakfast was a feeding frenzy, and my 9 year old grandson referred to it as "The Hunger Games". We ended up having breakfast at Toasties on 49th Street. The hotel generally tired and dirty, and service was below average. We will never return to this property.
1. Januar 2014
Rated 1 out of 5 by BDUN Sheraton NY times square
I must say that I am extremely disappointed with our stay at the hotel, even though the managers on duty tried to help by offering us complementary services.
We arrived at the Sheraton Times Square after our flight from Los Angeles at 5:30 p.m. on 12/26. Our reservation for four nights for a vacation with our children was made months before our arrival, but were told that our room was not ready.
When we finally did get our room at 7:15 p.m. by now we were eager to shower before having to rush to our 8:00 p.m. dinner reservation, only to find that our bathroom had no shower curtain. We told the bellman, and waited for another half an hour in vain, so finally left the hotel without being able to freshen up after our trip.
The next morning, my wife on her way to join my kids and I waiting for her in the lobby, got stuck in the hotel elevator with other guests, had to pry the elevator doors open, and had to walk down 35 levels to join us, wasting again precious time.
Returning to the hotel the same afternoon, because of ongoing repairs we had to wait for another 20 minutes before being allowed to get on an elevator to be able to reach our room.
As far as the accommodations, our room was small, the window ledge and shelves above the mini bar were dusty, and the room certainly was not worth $475 a night.
I have been an SPG member for many years and have stayed in SPG hotels from Paris to Montreal and all across the US, but I must admit that this was one of the worst experiences that I have had in the network of properties.
At this point, I would certainly think twice before recommending the SPG hotels to any of my staff.
31. Dezember 2013
Rated 1 out of 5 by Worstno1 Worst Sheraton I have ever stayed
Everything seems to me the worst among the worst except for the gym and the location of this hotel. This was my 4th or 5th stay and would have been my last time. Simply failed in every category; especially coming from a Lifetime Platinum member's perspective. Even the lounge was the worst among all hotels I have stayed.
27. Dezember 2013
Rated 1 out of 5 by Dan122 Unclean bathroom
Hairs on toilet on check in
Bloody tissue in waste basket.
Front desk too busy to pick up.
Manager on duty never picked up phone either.
Considering a tripadvisor posting.
23. Dezember 2013
Rated 1 out of 5 by doc2004 Dr Milton Worthington
great accommodations..friendly and helpful staff..great time.
14. Dezember 2013
Rated 1 out of 5 by lsr510 This rooms has a great loacation
I was disapointed from arrival. Ad a 75 might Platinum I would expect more. I was on a room on the 9th floor with a view of a rood. I did not get the upgrades from my suite night awards as I was told the hotel was gull but spoke to a gentlemen on the 44th floor who was not even in the program and he was upgraded to a suite.
9. Dezember 2013
Rated 1 out of 5 by Thanksgiving1 cramped rooms
We stayed at the Sheraton NY over Thanksgiving weekend. Although our reservations were made months out, the hotel gave away 2 of our rooms, then put us in cramped handicapped rooms - referring to the change as an "upgrade". The hotel was booked to capacity and seemed unable to handle the crowd. Decor was nothing but drab! It's unfortunate so much money was spent on renovations - the hotel didn't show it!
2. Dezember 2013