Rated 4 out of 5 by SMF426 if servicable is good enough
I always choose this for price, and price alone; but each time I do I get mad at myself. The rooms are very small, and the bathrooms the same, yet the new décor is nice.
The amenities for platinum guests are just average. The food in the lounge is just below average. Imagine upgrading for that!
In the eve there were only fresh veggies and little else, breakfast had an assortment of bagels, fruit.It was just OK.
I am not negative on the hotel totally, but when checking in and the staff keeps you waiting because of multiple reservations and seems to be bothered by confusion it makes you wonder. I don't dislike the hotel but it is just so average it is sad. As a lifetime platinum I felt that I was an unwelcome inconvenience to the staff and I shouldn't. I had to call the platinum desk to intervene.
March 6, 2015
Rated 5 out of 5 by SusanandBob A great place to stay near Times Square
This hotel is a short walk from Times Square, Rockefeller Center and Central Park. The subway stop just outside provides easy access to all of New York's attractions.
February 27, 2015
Rated 4 out of 5 by Sash1 Dissapointing
I had mini bar charges where I did not consume anything from it. I also heard from many which had to go through the same. When tried to explain to the lady at the reception she was very rude to me. Kindly fix your mini bar. Also ask your house keeping staff to not to scream in the corridor. so noisy. Overall a good hotel only because of its location
March 25, 2015
Rated 4 out of 5 by BeeAlexis EDWARD was AWESOME!
We arrived to the hotel early Saturday morning.. we had reservations for 3 rooms.. the hotel was extremely busy.. however Edward went out of his way to accomodate us. We were able to check in one room early where we were able to rest, change clothes etc.
Edward provided awesome customer service and even checked on us throughout our stay. Great hotel, great location, great service!
March 24, 2015
Rated 1 out of 5 by summer2012 Bad experience
The day of the departure the elevators for the high rise part were not working properly. Waited for 35-40 mins and ended up taking the stairs all the way down from 46th floor,being late for my flight The support staff was not helpful in resolving this issue, offering to take service elevators which were not working either. There was another set of elevators which worked for 21-28th floors but it was not communicated to us when we asked if there is any other way to get out other than taking stairs all the way down. For the amount of people that stay at this hotel, they should have managed it better and provide appropriate communications on the issue
May 14, 2013
Rated 5 out of 5 by ProudDadof3 Mgmt and Staff went above and beyond
My apologies as this review is long overdue. My family and I stayed in the Sheraton Times Square at the end of November. Our family of 5 was doing volunteer work with one of the local food shelters that weekend and we were hoping our platinum status would get us an upgrade to suite with a pull out to accommodate all of us as 2 double beds is too small.
Unfortunately there were no suites available, but Jimmy the head bell man saw our dilemma and offered to help. He discussed the situation with Jonathan Lomitola Assistant Director of the Front Office and Jonathan was able to get us an adjoining room that wasn't being used with a pull out Murphy bed that my kids loved and made the trip even more special. We would like to thank Jimmy and Jonathan for their kindness and thoughtfulness.
We have always liked this hotel for proximity to NYC attractions, my work, the fact that it is one of the few SPG hotels with a club room and now we add the staff to the reasons we like to stay here.
March 2, 2015
Rated 1 out of 5 by Patrick99 Way too many issues for a 1 night stay while staff unresponsive
There were several problems with the hotel and my stay. First, the check-in line was ridiculously long, even for a Platinum guest. It took over 15 minutes to reach the desk. I was never acknowledged as a Platinum guest or thanked, although that is not a big deal. Upon getting to my room, it was pretty small. There was no Platinum upgrade provided, other than maybe a higher floor. A larger or corner room would have been nice, or even a room with a view, not peering into offices.
Housekeeping was not efficient. There was only 1 large towel in the bathroom. I called down and asked for more, but they never arrived. There was also no bottled water in the room. Again, this was not a huge deal, but I was thirsty after a long trip and had to go to the lounge to get some. I took a shower before dinner, and the water temperature was lukewarm at best. That combined with the low water pressure (I know that is just the type of shower head, though) made it impossible to clean and get a relaxing and invigorating shower. I called down to mention the lack of hot water, but there was no answer. When I left I mentioned it to the concierge (the front desk was extremely busy) and was told that it was normal, but they would look into it to make sure. It honestly seemed quite dismissing.
In the morning, there was even less hot water, probably due to it being a peak shower time, so I didn’t bother calling down again. Especially since I didn’t expect to be taking another shower. It would have been nice to be able to have another towel though, as more had still not arrived so we had to share the same towel I had used the night before and use the small one. As I was getting dressed, a little after 8am, the housekeeper walked into the room. She never knocked, simply unlocked and oppened the door and THEN knocked, but I was sitting there getting dressed. HIGHLY inappropriate, especially seeing as it wasn’t even 8:30am yet! Breakfast was a disaster. The lounge was completely packed. The espresso machine wasn’t working. The buffet was almost picked clean (and from what it appeared, didn't have much to offer anyway. It appeared to be a Super 8 breakfast with a fancy presentation) and there was no place to sit. The attendant simply told us to goto the other side of the lounge where there were even more people waiting for seats. We eventually just left and went out for breakfast.
After breakfast while preparing to go out for a bit, I placed the "Do Not Disturb" sign on the door to avoid the housekeeper again. Even though it was there, they knocked to ask when we would be leaving. a 4pm checkout had been pre-arranged and confirmed, yet they ignored the sign and knocked anyway.
Upon leaving, I attempted to charge my parking to the room, to get starpoints for it. I was told at check-in that the garage would simply charge it to my room. When I asked the garage to do that, they refused and said I needed to have the front desk do it. I had to wait in the 20min line AGAIN to have the front desk do it, and then the parking fee went up from the advertised $52 to $55. Again, not the end of the world over $3, but it seemed to be one thing after another. I explained to the front desk person at check-out that I was quite unhappy and I asked that the hotel manager contact me, and then I followed up with an email. I have not heard from anyone from the hotel aside from the SPG Platinum survey. I also noticed I did not receive points for my parking, as I should have. All in all, it was a very disappointing stay, especially since there are so many other great Starwood properties in the Times Square area. So many fails and misses makes me think there are serious management and staffing issues with this hotel, and a major shakeup may be in order. I hope it happens for future guests, but I will not be returning to this property.
February 4, 2015
Rated 3 out of 5 by ArKay Long wait to checkinout, noisy nights and flooded bathroom
I had to wait in a long line for both check in and check out. The room was clean but was very noisy with the elevators going up and down non-stop. Well I tried to take a long hot shower and guess what..couldnt take more than 5 minutes..as the shower was not draining and started to flood. Overall looks nice and clean, and when using it for real had too many issues from the time in till the time out. Does not really fit into the Sheraton group and expectations from consumer.
March 5, 2015
Rated 1 out of 5 by Jillfemke Worst service ever
This was my worst stay ever in New York City. The people in the hotel were really unfriendly, couldn't find my reservation and didn't want to give my room that my company had paid for. After 1,5 hour waiting late at night I got my room. The internet didn't work. The last night they called me when I was sleeping because they told me that I had to check-out right away (again, I paid for that night also). The next day when I checked-out I got no excuses, but they offered me to cancel my internet bill. Guess what... just got my credit card-account, and Sheraton charged it anyway. Don't go there, people are really really rude and unfriendly!
November 29, 2014
Rated 4 out of 5 by Djscinema Suite Night Upgrades Not working
I always recommend Sheraton/Starwood but lately I have been having issues with upgrades - mainly while trying to use my suite upgrades. It seems since these have been introduced, I have not only gotten less upgrades but have gotten NO upgrades from these awards.
I try to always stay at the NY Sheraton but my upgrades have been harder to come by.
May 15, 2014
Rated 2 out of 5 by Martin4358 Dissappointed Traveler
I recently attended WOBI in NY and this was a recommended hotel. The hotel is located in a nice proximity to Central Park and Times Square. Based on the price I was paying for this hotel and the price I paid for one down the street just 3 weeks earlier, I feel I had reasonable expectations. This hotel did not meet those expectations as the bed was awful to sleep in. At check in, they told me they were upgrading my room, this was not and upgrade. It was a murphy bed. The view was lackluster as well. My main purpose for this room was to get a good night sleep and Sheraton did not delivery upon this. The bed sank in the middle and felt like it was long past its lifespan. I will not be planning on staying here again. Room 2601-Sheraton-Time Square
October 9, 2014
Rated 1 out of 5 by Guest111 Rude service
As an spg platinum number the hotel was not only unable to upgrade me to the club level, but the front desk guy Hamilton is rude and insulting. When I entered the room it smells really bad, there was peanuts on the floor.
July 14, 2012
Rated 1 out of 5 by GreatExpectations Service is sadly lacking
Location is fabulous and the travel and tours representative was helpful. That is all there is to like about this Sheraton. It is one of the most expensive sheraton I have stayed in, but one with sadly lacking service. I cannot believe that your priority number 1 is guest satisfaction.
I had to call front desk for service. I called three times and each tme the phone rang till it went dead. The operator who transferred the call was indifferent and almost rude!
We stayed on club floor and used the club lounge. The lounge was crowded, dirty and the food serving were not very enticing.
The lobby was often crowded. Even as a platinum member we had to wait in line for about 20 mins to check in. Thre were lines for every service - concierge, travel and tours, checked baggage. Could you not put more people to reduce waiting time?
We had a room with a toilet that did not flush well. Surely housekeeping would have noticed it but did not report it.
December 14, 2011
Rated 1 out of 5 by John22 Sad, Sad, Sad
My hotel room was dirty, TV only worked when it wanted to, multiple outlets in the room didn't work, and shower drain was clogged. During any shower, I would have to stop the shower three (3) times to let the water slowly drain. And lastly, most of my colleagues who were also staying in this hotel had several issues with their rooms too.
December 4, 2011
Rated 1 out of 5 by Jimtraveller Location is the saving grace of this hotel
Where shall I start?
Booked four nights for our stay in NYC, to celebrate my dad's 75th birthday.
Requested the suite night upgrade months ago, when we checked in our room, without any upgrade at all!
Club lounge was super crowded and chaotic, feels like in a refugee camp during the labour day long weekend. People cutting lines and grab food right in front of you. Reflected that to hotel management, and basically was told that they were not about to do anything about it. You are hotel management, manage it!
Front desk never opened my files on their record so that we could get the internet access from our room. Called four times, and everytime, we got passed on to anther phone line, finally ended somewhere as a call centre in India.
And sure enough, the accounting department screwed up the bill and charged us $14.95 for the internet access that was supposed to be free for a platinum guest. So had to spent another 10-15 minutes waiting in line and sorted it out at the front desk.
So what else do I need to say?
Not recommend at all!
So we will definitely stay at another starwood hotel next time when we visit NYC.
September 7, 2012
Rated 1 out of 5 by Eric79 Where to start.....
- I requested an early check-in while making my reservation and was told it would not be a problem. Therefore, I took an early flight to NY only to find out that I could not check-in early. I had to sit around and wait for two hours.
- I ended up going to get breakfast in the hotel restaurant and had to eat off the buffet because they don't offer a menu breakfast. It was OVERPRICED. $34 for a breakfast buffet and a 20% gratuity automatically added to my bill so the service was horrible.
- Finally I was able to check-in and upon going into my room, the carpet was dirty.
- The reason I was in NY was for business. I had a presentation to work on in the afternoon in my hotel room before evening events. It was IMPOSSIBLE to do concentrate due to the construction work. There was constant drilling for 3 hours and banging around.
-The shower had hair in the tub and there was hair on the bathroom floor.
- NO HOT water in my shower.
- I went down to the front desk to ask to be moved to another room and the staff was RUDE and told me there were no other rooms and that I could check back later. I explained that IT IS THEIR RESPONSIBILITY to inform people of the construction during the reservation process versus showing up and finding out. I feel like the least thing the staff could have done is offered to call me on my cell or in my room when another room became available. I was paying $450 a night for the room, the least thing they could have done is acted like they appreciated their customers/guests.
- I woke up the next morning at 7 am to more banging from the construction. It could have at least waited until 8 am.
- I went down to the front desk and asked to be moved to a new room that had hot water, a clean bathroom/tub and a room away from construction. I had to wait a few hours to get this room.
- In my new room, the shower drain was not working properly so I was standing in over ankle deep water.
HORRIBLE experience, staff, hotel, food and I could go on. So bad, that my boss had a business trip the following week and had a reservation at this hotel. She cancelled it and will be staying some other place. I will NEVER stay at this property again unless they have some serious management changes and train their staff to be more courteous!
December 10, 2011
Rated 4 out of 5 by Twinn2013 The best location!
I enjoyed my stay at this Sheraton. I like the location that's not too close from Times Square, about 10 blocks away, meaning less crowded and subway station just around the corner. I didn't receive any room upgrade as Platinum member.
I totally agree with the other recent reviewer , Djscinema, May 15, 2014 about how hard it is to get approved for Suite Night Award from this Sheraton. Suite Night Award should be applied before your arrival, NOT requested at front desk when you check-in. I applied for my Suite Night Award when I booked my room, which is 8-9 days before my arrival, but they didn't approve it.
If a lot of Platinum members are complaining about this issue, The Management from Sheraton New York Times Square and Starwood Hotels and Resorts should investigate this matter to see if Suite Night Award program is working properly in this property.
By the way, the Club Lounge is way to crowded for breakfast and afternoon reception, but we heard that from other reviewers before. I just want to confirm it again!
May 27, 2014
Rated 2 out of 5 by PSS1 Off the street or Platinum member...I don't think they cared
Let me say that I am a big fan of the Starwood properties and have been a platinum member for several years. However, the disparity in of service received at the various properties needs focus. I might as well had walked in off the street and begged for a room at this hotel. First of all, upon checking in I was told there were no upgrades available and I would be required to stay on a low floor with zero view. Fine. Not a big deal. However, my floor was on a separate elevator bank than the lounge. So I had to travel all the way down and back up to go to the lounge. Not a huge deal, but you would think they could accommodate me on the same set of floors with a common elevator bank. Secondly, the TV did not work well in my room (the picture was fuzzy). I told the desk, but it was never fixed. In addition, my room was conveniently located near the elevator and across from the ice machine to make for a very noisy background and it looked like every room on the floor had a paper in front of their door in the morning except my room. The final kicker was when it started to rain and I had to run out for a meeting. I called guest services and the Concierge to get an umbrella. Apparently there was not a single umbrella in the hotel to lend to a platinum guest. Maybe someone should be sent out to buy a dozen for a rainy day. Good idea? None of these items are a big deal in the large scope of things, but this lack of small services is a far cry from the type of attention paid to valuable customers at other properties.
May 29, 2012
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.
December 7, 2011
Rated 1 out of 5 by Lotta This hotel was a disappointment
I am a SPG Platinum memeber, but was not treated as this:
- No upgrade with check-in
- No room at "SPG guest floor"
- Had to talk to management to get a room on the "SPG guest floor"
- No help with my luggage (2big, big bags)
- Called the VIP manager 5 times, always busy and never called back
- Always problem when logging on to internet - error message = "You are not a registered guest at this hotel". I can accept this once but when it happens every time I logged on.........and everytime I jad to talk to technical support
- Breakfast at the club = a big mess
no tables, no bagels, no youghurt etc, etc,
and the reason for this was that people after eating their breakfast also took 5 - 6 bagels and youghurt to go. No reaction from management.
September 7, 2012
Rated 3 out of 5 by shahrazz Dont expect good service or SPG benifits
I have stayed at the hotel once a month for a average of 10 days a month. At no time do they recognize you as returning guest or offer you a welcome. They will never upgrade you stating they are always full. Yet I have been next to many other Platinum Members who do get upgrades. The staff at reception are the worst you will see in any Starwood hotel, there a few exceptions but sadly I always get the miserable ones. (this is a understatement how rude they can be)
Do managers help when you complain not all they don't communicate with one another. You end up telling the same story three times
The hotel will never give you the details of the General Manager as I would like him or her to be aware of the problems a regular guest has at his hotel.
October 5, 2013
Rated 2 out of 5 Very Disappointing Stay
After reading the many poor reviews I tried twice to reach out to this hotel prior to my arrival to prevent any issues. NO response from the hotel. I then emailed the eConcierge, who contacted the hotel on my behalf.
Upon check in. I received a dirty room, with the toilet paper holder falling off the wall. The amenity for the wedding surprise as promised by the eConcierge was never delivered.
I emailed pics to the GM and the eConcierge and am suppose to get a follow-up from the GM. I will repost after that.
Other than location - which is awesome, stay away from this SPG property!
December 15, 2013
Rated 1 out of 5 by Rjacot HORRIBLE
Thank you for letting me share my HORRIBLE experiences with the Sheraton Towers in Times Square. Upon walking into my first room on the 25 floor (after a long day at work) the FIRST thing I saw was BLOOD on the wall - BLOOD!. It was not a lot but JUST the fact that there was BLOOD on the wall completely freaked my out - AND grossed me out. I mean, if there is blood on the wall that NO ONE cleaned, then what else have they NOT cleaned. I get a second room. This room was still dirty - totally covered with food on the walls. Then to top it ALL off on my third (and last night) with the Sheraton, I had a HORRIBLE wake up at 11:30pm when security pounded on my door yelling "get up, who's in this room". Again I was SO freaked out. I didn't open the door but asked "why". All he said back was "call the front desk and tell them who's in the room". I was so confused because I had been in the room for two nights already. I called down and the front desk proceeded to tell me that my name 'wasn't' on a reservation' and therefore security was doing a check. WHY would they do this; a) at 11:30pm and WHY would they not have CALLED my room at an earlier time to verify!. Overall worst hotel experiences I've ever had. I will never stay there again and please know that I will be sharing this with my company who booked off the block of rooms.
December 4, 2011
Rated 2 out of 5 by lga71 Worst customer service ever!
For a hotel management to state that this is the busiest weekend of the year and you should expect to have to travel up to the 3rd floor and drop your bags after waiting in line for 30 minutes is ridiculous. To not have the correct room that you booked, and to be condescending to guests is even worse. The hotel industry is a service industry, the staff should be taught that. Alex F, the manager needs a refresher course in hotel management 101...I stay in hotels weekly for work and this is by far the worse run hotel I have ever seen. Starwoods...I would drop this one if you want your members to stay loyal.
December 27, 2014
Rated 1 out of 5 by Cisco6810 Very Disappointing Stay
I have stayed at the New York Sheraton multiple times and mostly have had a great experience. I arrived early morning in NY and came to the hotel to check in (10:30 am). My room was unavailable and that is OK... I left my bags and then went off to meetings... I arrived back at the hotel to find that I was in a very small room, (no upgrade), the room was not very clean, there were no bottle water or any reference to me being a Platinum member. I tried to reach the desk and was waited for several minutes... I took a Fuji water out of the mini bar to take some med's and when I got my bill I was charged $8.00 for a small bottle of water... I walked away from this experience feeling like i was robbed
October 18, 2013
Rated 1 out of 5 by EW2011 Check in and baggage handling not good
1. Zero recognition of SPG Platinum status by hotel staff
2. $3.50 baggage storage is insulting
3. 30 min+ wait for check-in (Front desk staff was terribly understaffed at 5:00pm)
4. Overall first floor staff attitude is terrible
December 15, 2011
Rated 4 out of 5 by Allen38 Good, but there is room for improvement
Front desk staff was polite and efficient at check-in, but the security is slow.. We waited over 45 minutes to have someone unlock the door that connected the two rooms of our suite.. Another knock on the security is that the people working the elevator desk should actually be paying attention to guests / people entering the elevator lobby and not checking Facebook on their mobile phones.. Rooms were great and clean, management was very nice as well.. My other complaint goes with what a lot of others are saying, please quit skimping on the amenities in the Club Lounge and charging ridiculous prices for a beer while there in the evening.. Also I haven't received my 500 points for check-in yet..
October 6, 2014
Rated 1 out of 5 by GoHokies This Hotel needs major renovation
I stayed at this hotel numerous times, only because I had a cheaper corporate rate. Otherwise I would never stay here with my own money.
This hotel needs major major renovation throughout and should not command such a high price. The rooms are very tiny and you feel so cramped in 250sq ft. And it feels very outdated and it is very old. They really need to renovate the bathroom and the room.
Only thing nice about this hotel is the location.
November 21, 2011
Rated 1 out of 5 by Manju Unacceptable
We walked into an uncomfortably hot, muggy room upon arrival. Turned off the heat but noticed there was no air. Called downstairs and they said they would send someone up. No one ever came up. I caught an employee passing by in the hallway (since we had the door opened, trying to get some cool air in the room) and she came in and stood on the desk to open the window, she also said she would send someone up with a fan and that never happened either. None of us got any sleep because having a window wide open in NYC can be pretty loud! Customer service was terrible. I would not recommend this hotel. The location is perfect but you can't get any sleep. Way to hot and bad customer service.
December 4, 2011
Rated 2 out of 5 by MarcoPolo1450 Another disappointment
Free internet access sessions in the lobby are limited to 45 mins; internet connection in the room is charged. Faster and unlimited internet available at nearby coffee shop. Hotel charges to store luggage even for a few hours after check out. When my personal belongings were transferred by hotel staff to another room several items were lost & never recovered. Valet trousers returned with loose button that housekeeping provided a needle and cotton to fix as they would not sew it on securely. There were no envelopes, writing paper nor postcards in the room although there was a small notepad and pen provided. Not to mention the problem with the first room….Another disappointing experience.
September 11, 2012