Sheraton New York Times Square Hotel

  • 811 7th Avenue 53rd Street
  • New York,
  • New York
  • 10019
  • Stati Uniti
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Rated 3.7 out of 5 by 2075 reviewers.
Rated 4 out of 5 by Great helpful people This was our first visit to New York.The concierge was so incredibly helpful and patient answering all my questions and addressing concerns. With their advice, we had the best stay. It was everything we had hoped for. Thank you again. July 12, 2014
Rated 5 out of 5 by new york trip Was very close to all the thing we wanted to see and do for first trip to new York city July 13, 2014
Rated 1 out of 5 by Worst Sheraton Ever Seldom am I compelled to write a review, but this hotel, including service, amenities, room and etc. is not only the worst Sheraton I've ever stayed in (and I've been Sheraton Gold since 1994 - before there was a Starwood), it's possibly the worst hotel I've ever stayed in. There are no-star hotels I've enjoyed far more. I was there for a three night stay in August 2012. Worst experience among a laundry list: THE SHEETS SMELLED LIKE URINE AND SWEAT. THE PILLOWS SMELLED LIKE VOMIT. It was impossible to sleep. The next morning I asked for everything to be changed. Result: the sheets still smelled but were marginally better. the pillows did not improve...but NOW THE TOWELS SMELLED LIKE VOMIT. Again, I asked for everything to be changed. The half-hearted explanation I received was that they had changed their laundry service and were having a problem. Regardless, how can you not check the smell of the towels and sheets that a customer has explicitly asked to replace because of the smell. It is the height of casual disregard for service to do so and to replace. To top is all off, the staff was serviceable at best, not friendly, not helpful. When I checked in as a 16-year gold member, there was no offer of an upgrade - only free internet or a drink, and since I checked in 30 minutes before my scheduled check-in I was asked to leave my bags and come back and sent to wait in a line with six other guests. Really? 30 minutes early, a gold card member, close to 300 rooms and they couldn't find one for me? really? August 24, 2012
Rated 5 out of 5 by Exceeded Expectations! I took my daughter to NYC on an overnight trip for her birthday and we got a great last minute deal to stay here. The location is perfect and the room was clean, comfortable, and spacious by NYC standards. The Front Desk Supervisor greeted us and engaged my daughter, not only making her feel special on her first trip to the city, but also going above and beyond by delivering a birthday treat (cake, cookies, etc.) to our room with a handwritten note. The extra effort by the staff and the overall experience will make this hotel my first choice and recommendation for any future trips to NYC. February 25, 2013
Rated 4 out of 5 by Pet issue The first night we were there, someone nearby had a yapping dog. The hotel staff was gracious, but there wasn't much they could do...the hotel is pet friendly and they cannot enter the room etc. etc. Yes, I love my dog...but leaving animals alone in a hotel room is cruel. July 11, 2014
Rated 4 out of 5 by Front desk is awesome - most of the time I recently checked in with Christian who has been of service to me in the past. He is terrific. He speaks to customers and gives me ideas, he is courteous, he anticipates what I may need, he always asks if there is anything he can do and suggests items like an umbrella since it was raining, called trhe COncierge for me, and offered the Concierge level since my room wasnt ready as a Platinum member. Many of the other clerks could take a page out of his tremendous service. July 5, 2014
Rated 5 out of 5 by Fantastic hotel with super location! We stayed here on Spring Break for 2 nights. I can't say enough about this hotel! It's location is perfect, right in the heart of Manhattan. There is a subway entrance right outside and the location made it convenient to stop by the hotel for a rest, drink, etc. We stayed on the club floor which was fabulous! The club lounge was incredible and the best we have enjoyed of any Sheraton. In the evening, there were scrumptious hors d'oeuvres (hot munchies, veggies, dip, cheese, crackers, delicious kettle chips, cookies & non-alcoholic drinks). The breakfast was incredible with assorted hot & cold cereals, a delicious variety of fresh fruit, yogurt, pastries, coffee, tea). The breakfast was available until 11 which was very convenient. And the club lounge is open 24 hours a day so you can go and grab a soda, water, tea or coffee. The coffee machine offered lattes, cappuccinos, cocoa, etc. After a long day, grab some pastries at Fluffy's one block over from the Sheraton (excellent and reasonably priced) and take them back to the lounge to enjoy with a drink. The room was remodeled and clean. The room & bathroom are small but that is standard in NYC. The beds are very comfy. We are gold members and were able to check out of our room at 4 which was very helpful. The only (almost) negative was they seem to charge to hold your luggage ($3.25 per bag). We got to the hotel in the AM and the room wasn't ready since check in is at 3, so we checked our bags but when we came to get our luggage, they didn't charge us. Overall, this is a fantastic Sheraton! We can't wait to visit again!! April 17, 2012
Rated 1 out of 5 by Facilities are ok, staff was not I got one of the newly renovated rooms so the room was very nice. A couple of things: 1. The hotel staff was largely not friendly. I didn't hear the receptionist tell me a couple things during check in (there were lots of ppl as the hotel was getting ready the UN convention the follow week) and the lady at the counter was very short with me when I asked further questions. I have never had any issues like this at any of the other Starwood hotels I stay in while in NYC. 2. I'm a nursing mom, so I called the day to request a refridgerator in my room. This was not done. I reminded them during my check in in the morning. This was not done. I came back to the hotel in the evening and made another request at the front desk. 2 hours later, this was still not done. I called downstairs to make another request. This was still not done!!! Finally, it's 10PM, I'm about to sleep, I made one more attempt and 30 minutes they brought one up. The staff that brought it was was very friendly, however, everyone else involved was not. 3. The best service from the hotel came from those bringing me food that I ordered for room service. By contrast, these professionals are some of the nicer hotel staff of any of the Starwood hotels in NYC. Overall, it was not a pleasant stay. I feel the staff could have been better trained, but perhaps it was because they had a lot going on in the hotel? That would be a very convenient excuse. I believe that no matter what other events they have going on in the hotel, the staff should strive to be their best, which I do not believe the Sheraton did this time around. September 24, 2012
Rated 3 out of 5 by Great location close to everything. Overall, our experience was positive, but I should have demanded to be relocated to another romm when maintenance showed up stating there was a work order issued for a problem with the toilet before the bellman had even unloaded our luggage from the cart! The problem occurred the entire 7days we were there. We even tried to alleviate the issue ourself by pouring buckets of water down the toilet, but that only lasted 1 night and the horrific fecal odor returned. Every day we had someone from maintenance trying to fix the problem only for it to reappear. Pearl, the hoesekeeping manager, was very understanding and very nice, but she was at a loss as well as to where the problem was coming from. I was just a bit surprised that the front desk staff never offered to have us moved. I realize it was an extremely busy week at the hotel, but it did not matter if I was a VIP member or not; I didn't receive any special treatment or credits. July 9, 2014
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 1 out of 5 by Do not stay here Unbelievably small and cramped. When we arrived pillows had no cases, duvet had a blood stain. Three calls to concierge before they came to remediate problem.Paid for the upgrade because I wanted to use my computer, only to find out that you had to go to club floor for wireless. (In room charge for wireless is $15. what a joke. November 16, 2011
Rated 1 out of 5 by Rude Staff & Not friendly From the time we arrived there we were treated as if we were not good enough to stay there. I felt as if we were being judged by our appearance. The ladies at the front desk were mean. The rude man at the tickets and tour desk was the worst of all. He does not belong out in the public. I called guest services for information and was always transferred to another dept to only get voicemail. No one was able to guide us as needed. It was a horrible experience. I will tell all my family and friends NOT to ever stay here as we travel a lot. I will bad mouth this hotel as long as I can. March 31, 2013
Rated 2 out of 5 by 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?? November 7, 2011
Rated 5 out of 5 by Hotel and Staff Fantastic We stay in New York 5-6 times a year. Always at the Sheraton on the club level. As soon as you walk in to the hotel everyone makes you feel special. Since Terry has become the GM the hotel is the tops in New York. Her little touches has made the hotel even better. The front desk staff remembers you and could not be nicer. They really care about your day. The club level is the best in New York. Muhammad in the club knows who you are and knows what your favorite food is and gets it for you. He is so nice to my kids always. He know their names and where they go to school. Joesph is another great person in the club. The gym is great. The SPG desk moves very fast April 21, 2014
Rated 3 out of 5 by NEEDS AIR CONDITIONING SAFE BROKEN FIRST ROOM AIR NOT WORKING ASKED FOR REPAIR BROUGHT IN FLOOR FAN NEXT DAY MOVED TO ANOTHER ROOM SAME THING AIR NOT WORKING BOTH ROOMS BATH ROOM SOUR & HAD OFFENSIVE ODOR WORKOUT COST $20.00 TO USE NO SWIMMING POOL BUT ADVERTISED ON OUSIDE OF HOTEL JOHN THE CONCIERGE WAS FANTASTIC. GREAT LOCATION BEAUTIFUL HOTEL July 9, 2014
Rated 2 out of 5 by Stay elsewhere if you can Pros: 1) Relatively cheap Cons: 1) You have to pay to use the gym. 2) When a package arrives, they don't put it in your room or leave a note that it has arrived 3) Staff generally not very helpful and a bit rude. Especially one of the guys who stored my luggage 4) Not really good for the business traveler November 8, 2013
Rated 3 out of 5 by Good location but poor amenities Excellent location! You can walk to most attractions such as Theaters, Times square, Central park etc. Great restaurants all over this area. Hotel amenities are not very great. There is no microwave in the room. Room service was not so great either. You have to pay for every little thing, including WIFI which is considered basic service now a days. July 8, 2014
Rated 1 out of 5 by Great Location, Soiled Room Amazing location - close to everything: Times Square, theater district, shopping, restaurants, etc... I checked into my room that was directly across from the ice machine room - so noisy! The rooms are not well insulated and full of inconsiderate and noisy guests at all hours. My room was barely cleaned: toilet seat and cover were soiled by previous guest's splattered vomit - how could the maid miss this? No shower curtain. TV screen and remote control covered in human fluid - disgusting. Since this was my last day of my NYC trip, tired and sick with the flu, I cleaned up the mess myself with sanitizing wipes and Purell. Why call housekeeping when they couldn't get it right the first time. Very disappointed. July 22, 2013
Rated 3 out of 5 by Always fall short... The last time I stayed at this particular Sheraton I arrived around 8 pm, exhausted after a flight from Madison, WI and entered a room that had a bathroom that reeked of urine. Of course, the hotel was sold out and I had to make myself busy until the offensive odor was erased. With that memory in mind, I was very hesitant to book a room at this hotel. However, they offered a government rate and I had no other choice but to stay. When I arrived, I found out that they gave me an upgrade. Wonderful! I entered the room and was greeted with the fresh smell of Febreeze. Thank you. December 12, 2011
Rated 4 out of 5 by Great Staff! I recently stayed with you for the first time in NYC. I was there for 9 days and had the best experience. The staff was excellent, friendly and very accommodating. I was very pleased with hotel and its location. Some of the rooms do need some update but overall good for NYC. Please commend your staff for their excellent service! July 8, 2014
Rated 4 out of 5 by Cleanliness was an issue As soon as we checked in I noticed unrine on the toilet seat. Then hairs on the bathroom bench. Then hairs all over the shower floor. Then I found an empty lubricant box in the cupboard. To top it over there were hairs all over our pillows. We told the reception staff and were assured that the room would be thoroughly cleaned. Was still not done. Compensated a small amount in room credit when compained. Otherwise the facilities were good and the location very handy. We came here based on my husband having stayed in the Sheraton in Australia and having a high regard for it. March 16, 2013
Rated 3 out of 5 by Lousy Services I reserved a two double bed room, but was told it was all taken when I checked in at 6pm of the day. The options given at the check-in were either come back at 9:30pm to see if there were such room available or check in a queen size bed. I have so much luggage and a kid with us. It does not seem i have much choice other than taking the queen size bed, which made a three-person stay very uncomfortable. I was further told there would be sure my reserved room available the next day, and I would be contacted the next day no matter what. But nobody ever called, or left message during my entire stay. So I have three people stay in a queen size bed for the entire three-night stay at the Sheraton. What a terrible stay! October 10, 2013
Rated 4 out of 5 by location was great walking distance to office, restaurants, entertainment - perfect! July 11, 2014
Rated 5 out of 5 by Amazing Staff Everyone with whom we came into contact while staying at this Sheraton sincerely made us feel like we were welcomed there. They were all very friendly, helpful, professional, and sincere. Even if our room had not been as beautiful and comfortable as it was, if the staff is exceptional like this Sheraton's is, then you don't feel like complaining. They were top-notch! July 6, 2014
Rated 3 out of 5 by OK, but a zoo in the lobby This hotel does a good job overall, but for the second straight year I stayed here during their hosting of a dance convention. The lobby was extremely full and noisy due to all the dancers and their moms and it was very difficult to get an elevator. I had to wait for five full elevators and then take one going in the wrong direction just to get down to the lobby. This convention creates a chaotic and non-professional environment and I wish they would stop hosting it. July 2, 2014
Rated 3 out of 5 by Noisy, inconveniences Check in staff and house keeping are awesome! Rooms, especially bathrooms are small. Great location. However we were charged twice for things in the ultra-expensive fridge that we did not use. $5 for a coke! No room to put your own things in the fridge cause their insult pricing items are in there. Garage staff is not friendly, but they were efficient. The doors to the rooms are heavy and slam shut so hard I could hear everyone in our hall coming and going. April 21, 2014
Rated 5 out of 5 by Incredible stay! We absolutely loved our stay at the Sheraton Times Square. The hotel was in the perfect location, a few blocks from central park and really close to Broadway, as well as the Subway to get anywhere. The bed was so comfortable and the pillows were great. The room was very clean. When we checked in we told them it was our anniversary, so they sent up champagne, cheese and chocolate covered strawberries. Everyone was so friendly and knowledgeable. We were incredible spoiled and thank you so much for a great stay that made our time in New York fun and memorable! September 11, 2013
Rated 5 out of 5 by My go-to in NYC I travel to New York at least once per month. I stay at this hotel time and time again for several reasons: location is excellent, rooms are great, staff is friendly, and the prices are reasonable. It is central to midtown Manhattan - Central Park and Times Square are short walks away. There is a subway station on the corner, although catching a cab here has never been an issue. The rooms are a good size by New York standards. They are well-decorated and clean. The bathrooms are equally good. The fitness center is HUGE and there is something for everyone. February 5, 2013
Rated 5 out of 5 by The Sheraton Midtown offers amazing customer services and rooms newly refreshed. I would highly recommend the Sheraton (Midtown) NYC Hotel, as this is our fourth stay. I contacted Sharon, Director of Reservations and she set up our requests perfectly and professionally. Her follow up via email was efficient and made are arrival seemless. The location of the Sheraton, Midtown is ideal because it close to the best shopping, museums, theaters, restaurants, and Central Park. We stayed on the forty-eight floor and a great NYC view. Their beds are comfortable and linens, duvet, and requested robes were upscale. Being an SPG member helped us get a good rate and offers many exciting incentives. We will return this winter for another stay at this hotel and we highly recommend it for the value, comfort, and amazing customer service it has to offer. The G.M., Terry Lewis, has a great team..... June 30, 2014
Rated 5 out of 5 by Exceptional customer service I am a weekly business traveler and I was very impressed by the customer service experience specifically the attentiveness of the hotel staff. The club service supervisor went above and beyond during my stay and was exceptionally attentive to detail. July 7, 2014
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