Rated 5 out of 5 by Joan13 Introducing Our 18 year old Grandson to NYC
Being a Starwood member, we chose the Sheraton Times Square Hotel on W. 52nd and Seventh because we had stayed there many times and because it is centrally located. We requested an upgrade with a view (if possible). The Sheraton treated us like royalty giving us a corner suite with a connecting room on the 36th floor. Wonderful stay; beautifully renovated hotel; great staff.
June 9, 2013
Rated 2 out of 5 by LBW1972 Late check in
I have been a frequent business traveller for 20 years. This is the first time in 20 years that I arrived at 11 am and had to wait 4 hours to check in. When I asked for help the lady behind the calendar told me that if I wanted guaranteed early check in then I should have booked the room 1 night earlier. I will NEVER stay here again. This hasn't happened to me anywhere else.
December 19, 2012
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.
December 27, 2013
Rated 1 out of 5 by Jaime2013 Hotel was fine
Hotel was adequate and in a decent location. However, I prepaid the hotel on the Starwood website and then the hotel then billed me again. I have called to get this problem fixed but had to leave a message and the voicemail said they would return my phone call in a couple days. I frankly don't have time for this kind of irritation so I would recommend staying elsewhere.
March 18, 2013
Rated 1 out of 5 by Donald Two unsatisfactory experiences in a row
Last time I stayed, the laundry service lost my favorite shirt. This time, I was given a bad room (#4201). The room is more like a meeting room than a regular hotel room. And the metal bottom corners of the bed are sharp. Hurt my left foot twice! My opinion is the room may be suitable for business meetings but not for hotel guests where we don't wear shoes in the room.
May 26, 2013
Rated 1 out of 5 by NewYorkNewYork filthy hotel
There was a dried blood stain on one of the towels. The floor hadn't been vacuumed in weeks. There were coffee stains on the curtain, and smudges on the window. One day I rolled back the bedcovers, and discovered an empty, wrinkled pillowcase that had been forgotten there (dirty? clean?). It really made me wonder what else might be dirty in ways that are not visible.
August 15, 2013
Rated 4 out of 5 by DrMatt Exemplary Front Desk Staff for Gold & Platinum Members
The hotel is centrally located between Central Park and the heart of Times Square. The Theater District is easily within walking distance. The multi-million dollar renovation of the property is classy and sophisticated.
Do not expect an excellent experience dining in the property. The Hudson Market overcharges for a cold breakfast. They charged me $132.72 for four breakfasts that consisted of orange juice, cold cereal, and fruit. Perhaps, it was a mistake. Until I hear otherwise from the property, I can only assume this was correct. Also, one of the staff members of the Link@Sheraton Cafe was incredibly rude and aggressive when my family and I attempted to use one of the Cafe's unused tables to enjoy a baked good that we had purchased from a nearby bakery. There were plenty of other empty tables for patrons to use, if they wished. I was certainly taken by surprise that any staff member would speak to a Gold member, or any guest, in such a tone.
December 2, 2013
Rated 1 out of 5 by nyclocal Noisy Bellhops
The most annoying thing about this hotel is ts bellhops blowing whistles to hale in taxis all day long and often very late into the night. The ear-piercing noise is very obnoxious, very loud, very persistent, totally excessive and unnecessary because a taxi stand is right there and bellmen could have easily used flashing lights or other visual means to flag down cabs.
April 7, 2013
Rated 5 out of 5 by stacym22 wonderful stay
Our room could not have been better...clean, comfy and INCREDIBLE view.
We upgraded to club level which was well worth it in NYC and the staff in club lounge was super pleasant.
Staff was very accommodating and friendly.
Excellent location...not right smack in Times Square but a few walking blocks from the crowds and also very close to Central Park and attractions.
July 9, 2012
Rated 4 out of 5 by FredCO Loved this extended stay
Just wrote a note regarding another stay at this hotel. Cannot say enough about the great location, access to the city and excellent staff. Big hotel gives a personal touch. Brittany, Jorge and Anne Marie were the Starwood Lounge professionals who assisted much in little and big needs I had during my day. . They are can-do concierge level people who know their way in and out of the system. Super helpful, super courteous, and super friendly.
May 10, 2014
Rated 3 out of 5 by MC1014 Service
I stayed over 40 nights at this hotel in 2012.
I have noticed that the service level has gone down in some areas and the upkeep of the rooms need a better job and more eye for detail.
The hotel is a great location for my work needs but I have been considering changing locations because of the service level i have been used to at this location. I hope they fix it !
January 24, 2013
Rated 5 out of 5 by StevePBoston Very, very hard working and friendly staff
Christmastime in New York. Very, very busy time, and stress is at an elevated level with shoppers and customers. I saw everyone from the front desk crew, to the bellman, to the Concierge, to the management display class, helpfulness, and smiles. Outstanding staff, excellent new, upgraded rooms at a fair price for New York. My first choice when coming to the city!
December 14, 2011
Rated 5 out of 5 by salvatore all aspects outstanding
Totally pleased with stay; room location and furnishings excellant.
Great location; ideal accesss to all points of interest.
Staff exemplary; day shift doorman off-duty responded to our need of .asistance for subway directions; extremely helpful in a most customer friendly manner
would most assuredly recommend hotel as #1 choice. WILL RETURN; GREAT STAY; THANKS!
April 20, 2013
Rated 3 out of 5 by travelgenius Less than normal experience
I have stayed at this hotel many times. This time was sub-par...when I arrived, refused to honor confirmed requests and lifetime gold status, saying they only give late check-out, entrance to club lounge to platinum as hotel is under different management. I ended up paying additional for access to club floor (had booked thru trade-show and club rooms sold-out; had called hotel to see if would give access to club at least); they did give me a room on the club floor when I paid the $25 additional per night; room was absolutely terrible with a hospitality room across and awful furnitue set-up; I was moved to another normal room that was fine; breakfast in the club was a mess next morning; dishes and used materials piled all over; food was pretty much delpeted and not being replaced; very little staffing...
The lounge that evening was good and breakfast next day had normal staffing that remembered me and service was up to expected.
The day after I checked in, I went to the front desk and was given a late check-out for the next day as normal with no issue at all.
Not sure what happened here, but the person I was traveling with was at the point of never coming back and we are longtime SPG members , have stayed here many, many times, and are both close to lifetime platinum.
February 20, 2014
Rated 2 out of 5 by NYCS In need of improvement
Black mold growing in sink and shower caulk
Shower curtain liner was missing
Conference area bathroom handsoap dispensers were empty
Elevators are slow to arrive when called
Elevators are loud, windy, and feel like they are falling too fast
Several elevator buttons were broken
Not clear what floor you are on when you get off the elevator
November 14, 2013
Rated 5 out of 5 by Bobby7 granddaughter
overnight in nyc with our 7 yr. old gd. I have 2 issues as a gold member. first to charge $3.25 per bag to hold our bags for 2 hours after checkout I feel is tacky. Second , which is not up to the hotel, is that it cost $94 for parking for 1 day plus 3 extra hours. try to negotiate a better rate with the garage if you can. we otherwise had a great experience .
August 21, 2012
Rated 5 out of 5 by WalkInRegistration Go Figure
Hotel folks were great, friendly - - However - - Booked room as "walk in" so could not use AAA. Explanation was only an advance booking online allows that.
Techology 1, In Person 0
February 3, 2014
Rated 5 out of 5 by Cricket3o3 This hotel met all my needs, A+ for cusotmer service!
I was pleasantly surprised with this hotel. It was clean, updated, great work out area and most importantly the staff was excellent. Our cleaning lady Mrs. Enriqueta Newman was the epitome of GREAT customer service!! She assisted us while we were at the hotel and took care of our requests immediately. The room was clean, it was set up efficiently and the complimentry Starbucks coffee and Earl Grey tea was a PLUS! We liked the location near Radio City Music hall which is right around the corner and Times Square which is a few blocks down the street. Easy walk to subway/train/bus transportation and/or if you prefer a cab there were tons of them. The hotel lobby and bar were quite nice. Room service was quick, approximately 30 minutes to arrive (they met the time provided to us when we ordered) and the food was excellent; we arrived late and ordered a cheesburger, Reuben, salad and Calamari ...it arrived hot not cold!! In addition, I had an opportunity to meet the manager while checking out, she was informative, professional and happily took my commendation for the associate that checked us in. He was very informative and helpful with all of our questions. He informed us of all the hotels amenities as well as recommendations for site seeing. We loved our stay at this hotel and will most definitiely return and/or recommend it to my family or friends! Good job Sheraton staff!
February 25, 2014
Rated 4 out of 5 by DDTay Typical New York customer service
Great hotel. great location. Poor customer service but I've come to expect it from Starwood hotels in NYC. Want water? None in room but you can get some from the Club Level. Just don't go when the bar is open because "contractually" (as the manager put it) they are unable to hand you a bottle of water when the bar open in the lounge. They must pour it and hand it to you. So, if anyone else in your room wants a drink of water they must also go to the lounge. Why a hotel would enter into a "contract" that frustrates the very definition of "hospitality" is beyond me. If you wish to speak with anyone, don't bother to call the front desk and ask for a manager. They never answer. It took a trip and wait in line to get to speak with someone who then promptly had water delivered to our room. Sad but true. All this for basic amenities that you would expect at a much cheaper hotel. Beautiful hotel, great location, stupid policies on basic amenities that Platinums should have anyway.
December 16, 2013
Rated 5 out of 5 by Karen826 Perfect Location
The hotel is located a few short blocks from Times Square and the Broadway shows. The subway is literally right out the door and can take you anywhere else in the city you would like to go.
Good size rooms for NYC. Beds are extremely comfortable. Vacuuming could've been better in the corners, behind furniture, etc. but other than that the hotel is great.
August 13, 2012
Rated 5 out of 5 by Ferry25 Black Friday Weekend
The management treated us GREAT. Platinum upgrade to a suite, Welcome gift, Club level access for breakfast & snacks was helpful. Location to Radio City & just NYC itself was ideal. Nice visit for the family.
January 26, 2014
Rated 1 out of 5 by Forgotten Nightmarish
I made these reservations in February for a conference and took three students. The rooms were prepaid well before we arrived. When we arrived, the students and myself all left our check cards for the room deposit, to cover incidentals. We were told these cards would be charged $50 but the fees would be returned. The next day, each card had been charged for the rooms AGAIN. Because this was check cards, and these were students, this wiped out all the funds they had saved for the trip. For one student, it removed more than what was there--and before he discovered the unauthorized charge, he had used the card for a few meals. That meant that all those charges "bounced." EACH student then had ZERO funds for the trip--a trip for which they had saved for months. We spoke to the front desk, who assured us the funds would be returned--in two days, AFTER our departure date. Basically, this ruined the entire trip. The students had no money at all and could not afford to take ANY of the tours we had planned, could not see a show, and they could not even afford a meal. That meant I had to cover all the food, which cost me hundreds. We have yet to have any of the money returned; I spoke with a supervisor, but we have not received any information or contact. In addition to that, I had a magazine I had purchased at the airport on a nightstand in the room; I kept the receipts in it from the meals, hoping my university might reimburse the funds. The magazine was thrown away from my room--leaving me with no way to claim this cost. I cannot stress this enough: I have traveled all over the world, I have attended over a hundred conferences, and this is the worst experience I have ever had. We did have a reception rep offer us one complimentary breakfast, which was kind, but quite frankly, not enough. Not only was the entire trip ruined, but we are still dealing with the consequences. The funds have not been returned, hundreds of dollars of fees have accumulated, and we have received no contact from anyone. I am surprised management has not reached out to try to make this right. I don't know if it can be made right, but at the very least, I don't think any student should be charged for wi-fi use (which was ordered BEFORE learning the accounts had been erroneously charged). We probably should have had someone worrying about ALL of the meals, considering it was the hotel's mistake that created a crisis. Why wasn't that offer made? Why weren't the rooms offered at some discount? Why haven't the funds been returned? Why hasn't a manager contacted the bank to make sure these fees are reversed? At this point, with the experience I have right now, I will not stay at a Sheraton again. And that is unfortunate; I will attend other conferences, and I will certainly let my university's business office know the problems we have had and our currently having with this hotel.
March 15, 2014
Rated 1 out of 5 by Marci11 This hotel is dirty and dusty
I stayed at the sheraton because I wanted to be in Manhattan. Unfortunately, I made the wrong choice. The room was extremely small and exteremly dirty, furniture dusty and feathers were flying around the room. The staff rarely answer the phone so it was difficult to voice my opinion. My daughter got worst after the first day. What a dissapointment!
August 21, 2012
Rated 1 out of 5 by SG55 Door slamming central
The doors to the rooms need to be re-configured. They slam loudly, and you can hear not just the adjacent rooms doors slamming, but doors all the way down the hall. In addition, the maid service was marginal at best (I killed a mosquito in the morning, and it fell into the bath tub; it was still there that evening, after the room had been cleaned).
December 16, 2012
Rated 4 out of 5 by Lesles Comfortable stay
Hotel was comfortable. Not too filled with youth groups this time.
May 19, 2014
Rated 5 out of 5 by Mart14 Cozy Refuge in NYC
I love staying at the Sheraton New York. Rooms are cozy, nicely appointed and very comfortable. Room Service is timely and tasty! Front office staff very friendly and accommodatin!
January 29, 2014
Rated 1 out of 5 by jwright Stay if you like to wait for elevators
This hotel is fine. Room and amenities were good. The elevator situation was, however, completely unacceptable. We waited at least 10 minutes on 3 occasions, and 25 minutes when we were ready to check out (~ 9:45 am on a Sunday). That combined with a 20 minute wait for a cab in front of the hotel almost caused us to miss our transportation home.
May 6, 2013
Rated 5 out of 5 by Papa1123 Sheraton NY Times Square Hotel
I would thank everyone involved with making this an excellent experience for me and my family. Everyone went that 'extra step' from reservations, desk personnel to mgmt. The accommodations, service in the restaurant and hospitality as well as housekeeping were top notch, You were a team, a winning team and We thank You all.
Dennis D and family
July 1, 2013
Rated 1 out of 5 by Richard27 Hotel was overbooked
When I tried to check in, the hotel said there were no rooms available because airline crews had not yet checked out. I've heard this excuse before, but to me, it's inexcusable. If you promise someone a room by checkin time, it should be there. As was, I had to go wait in the restaurant for two hours before my rooms was finally rady around 8pm.
May 21, 2013
Rated 4 out of 5 by Xraydonnie stored baggage
I had a wonderful weekend with your hotel.
It ended with a tired traveler having to wait 25 minutes to pick up his suitcase and clothing from the area. For a 4 Star Hotel this is a minor issue with proper planning can remenedy. We were a group of 630 members from 1199 SEIU. We have used your facility for yours. A reply would be appreciated.
March 6, 2013