Rated 1 out of 5 by Jaguar1 Staff needs quality improvement
Worst SPG hotel ever stayed at in the world.
Smallest room ever and staff unwilling to try and find something more suitable. I was offered a handicapp room; I would never accept that; take away a room potentially that a disabled person may need; found that totally insensitive and inappropriate.
November 23, 2012
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!
March 3, 2014
Rated 5 out of 5 by Trav1 Great hotel features and location
This was a perfect location for our weekend get away. We arrived on the train and took in a couple of plays. We were close to all of the action the theaters and restaurants. The staff were all very friendly, knowledgable and helpful. It was a great 11th anniversary celebration.
Thanks R & K
February 25, 2013
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 JOHN101033 visit
hotel was inundated with children. hundreds .they take over lobby, elevators common area. if you are going to allow them give them the whole hotel.
MOST IMPORTANT. we were on 33rd floor. My wife entered elevator elderly man with young girl were on when she got on. went to bottom floor. man got off..door closed litle girl was left on elevator with my wife. ELEVATOR WENT TO TOP FLOOR LIKE A EXPRESS ELEVATOR. ELEVATOR STARTED TO DESCEND THREE MEN GOT ON AND EACH TIME IT STOPPED LITTLE GIRL CRYING WANTED TO GET OFF. MY WIFE TOLD SHE HAD TO WAIT UNTIL BOTTOM FLOOR. wHEN REACHED BOTTOM FLOOR mOTHER WAS CRYING ALSO...BIG SCENE.
LATER THAT DAY MY WIFE THOUGHT SHE SHOULD TELL SECURITY WHAT HAPPENED. sECURITY WAS THERE AT ENTRANCE...SHE ASKED IF HE WAS THERE DURING THAT TIME...SHE STARTED TO EXPLAIN HE TURNED HIS BACK, SAID i ALREADY KNOW ABOUT THAT.AND i DON'T HAVE TIME TO LISTEN TO THAT AGAIN AND WALKED AWAY..LEAVING MY WIFE STUNNED.
tYPICAL OF ENTIRE VISIT.
REMOVE MY NAME FROM ALL SHERATON MAILING LISTS.
July 19, 2013
Rated 5 out of 5 by JONA2 Great Location + Comfortable Room + 1st Class Service = Excellent NYC Weekend!
My daughter and I stayed at the Sheraton NY Times Square for a girls weekend of adventure, dining and shopping. The location was perfect for walking to shopping destinations and for short cab rides to restaurants and the theatre. Unlike many midtown hotels, our 20th floor room was very spacious and comfortable and we enjoyed quiet nights away from the traffic noises of the city. The hotel staff were friendly and showed they were anxious to go the extra mile to make sure all of our needs were met. Only area for constructive commentary would be the bag check area: many people utilize the service to work around check-in and check-out times in order to enjoy more of NYC unemcumbered with luggage. One attendant was simply not enough to service the line of people needing to retrieve their bags around 4:30 on Sunday afternoon in order to meet their trains/planes to go home. However, I would heartily endorse the Sheraton NY Times Square if you need a centrally located place to stay while in the Big Apple.
January 7, 2013
Rated 5 out of 5 by MT1428 5 day stay
Absolutely loved the experience. First time in NYand first time in a Sheraton Hotel. Hotel experience was first class. Found the staff extremely helpful, especially the bell captain we spoke to, he made our stay by explaining how to get around NY. Room lovely and clean.
Will stay again!
January 22, 2013
Rated 5 out of 5 by Karen81 Staying green
It's OK with us not to have bedding changed even for a 5 night stay. We are careful and do not place the "change" card on our bed. Yet - our housekeeper changed the sheets EVERY day. Your efforts to be a "green" hotel need to be better communicated to your housekeeping staff.
October 27, 2013
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 3 out of 5 by outoftowner perfect location
great location! only negative check in process..huge lines..room not available when I arrived (not unexpected) but told to come back in an hour..another huge line (got request wrong for 2 beds not one); correted; told to come back in another hour...another huge line...request for 2 beds still wrong and not in system; told to come back in 2 more hours; huge line, again "wrong" request for 2 beds, room not ready-- at 8 pm line not so long, room ready..but only one bed! had to be swapped for a different room; line too huge to check out next day; need more front desk staff; & better communication
December 6, 2011
Rated 2 out of 5 by Manju ** Under Construction **
Construction is underway on floors 20 and lower. Banging begins around 7 am and can continue until after 10 pm. This may not effect some travelers but I found it aweful. The hotel did offer me a new room which I appreciated but it was like being offered a wine cooler on the Titanic.
February 5, 2012
Rated 5 out of 5 by Kay67 Medical emergnecy
Everything about the hotel was great! Even the service of getting me an ambulance for a local ER. Every precaution was taken to keep my possessions safe in my room not knowing how long I would be away. I can't say enough about the great compassion I felt from everyone involved.
September 2, 2013
Rated 5 out of 5 by Patty510 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 1 out of 5 by Mike3610 Rooms to small
The room was so small that I had to go out in the hallway to turn around. The front desk staff also was very rude and there was not enough staff. There seemed to be to many chiefs and not enough Indians. The concierge was great. He gave us great suggestions for dinner each night.
May 4, 2013
Rated 5 out of 5 by talema Mini-bar
I feel that if the mini-bar is in your room you should have the option to put your own stuff in it. Every time I opened the mini-bar stuff would fall out of it. Eventually the staff came and took some of the things out and I was told I could not put my personal things in it.
December 13, 2012
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 4 out of 5 by NYBizTrip ALEX OLPINDO, FRONT DESK
I arrived late in the hotel and was very tired from my trip from LA. Alex breezed through my check in process and before I knew it, I was in my room. He was very professional and worked quickly and quietly. He sensed my fatigue and made the check in process fly by.
October 28, 2013
Rated 5 out of 5 by Ajay70 Excellent stay with great upgrade!
I recently stayed for 3 nights for a quick weekend trip to New York. I chose this hotel due to its proximity to Times Square. I felt very welcome at the hotel and as a Platinum was upgraded to a Superior Room, even though they were sold out the first night. Jonathan Lomitola (Asst. Dir, Front Office) personally met me the following morning and further upgraded us by adding the adjoining parlor room for the last 2 days to make it comfortable for my wife & daughter; so it ended up being even better than a suite upgrade! He took personal interest to make us comfortable and promptly emailed us when the adjoining room had been prepared. It's service like this that makes me want to stay with Starwood, as well as make this my first choice when visiting New York.
The only suggestion is that the appetizers in the club lounge are same every evening. There should be at least some variety day to day.
May 11, 2014
Rated 5 out of 5 by malinara Sheraton!
We had another wonderful stay at the Sheraton! The room was clean, big, and comfy. The staff were pleasant and helpful. We love staying here. This is our 4th visit and I can't imagine staying anywhere else. The location is perfect and the rates are very competitive!!!!!!
February 15, 2013
Rated 5 out of 5 by WRenee I love the Sheraton NY X Square...
...because you made my overnight stay in the Big Apple memorable. From providing me with efficient driving directions from NJ into the city to equiping my well appointed room with cutting edge technology, your professionals (many of whom were women) performed admirably.
April 29, 2013
Rated 5 out of 5 by Ashley79 Great location
The hotel was in a great location close to all the attractions, very clean with very helpfull staff . The comfort of the room was amazing and made our stay very comfortable and would definitely recommend this hotel to other people and would use this hotel again myself.
February 25, 2013
Rated 5 out of 5 by GYMSTORM Exceeds Expectations
Everything about this NYC hotel exceeds what I have come to expect when visiting the city. The staff is always friendly and smiling, the rooms are perfect, the room service is great, the location is perfect and all for a price much less than you would imagine for NYC!!
February 4, 2013
Rated 5 out of 5 by AMac Felt Like Home
I would recommend The Sheraton Times Square Hotel to anyone. The location is fantastic and the staff goes above and beyond. The General Manager, Mr. Sanders should be commended for creating such a positive environment and running such a tight ship. Everyone around the building was professional, positive and upbeat.
I would specifically like to recognize a few people for creating a trip of a lifetime:
Firstly, I would like to thank Ms. Ordonez for all of her help in making this such a remarkable trip for me and my family. Her magic is very much appreciated and my entire family thanks her.
Secondly, Mr. Ramzan in the Club Lounge was unbelievably professional and customer focused. He always made me and my family feel welcome. He reached out and added that personal touch every time we saw him. Please recognize him for his remarkable attention to detail and his outgoing personality.
Also, Ahmed at the Front Desk was extremely welcoming and created that first impression that was so positive.
January 14, 2013
Rated 3 out of 5 by charles417 bad education of management
when I asked for a late check out, I can not have the answer "I am the boss, and the attendent will not allow it to you"...
I have to say that, as a customer, I pay the slary of the boss...
And I am a gold member ... and celebrating 44 years of marriage ...
June 15, 2014
Rated 2 out of 5 by Steve154 Dollar you to death and kids will run you over
This hotel was full of teenage kids that were running in the halls and over flowing throughout the lobby. They have a great lounge on the 44th floor that you need a key to get into but if you want a key it is 50.00 a day but they give you a free breakfast. Whoopy
July 15, 2013
Rated 5 out of 5 by Suzie NYC vacation
two midwestern friends visiting NYC for the first time and the Sheraton at Times Square was perfect location!!! And Anthony the concierge was wonderful and sent us in the right directions, was more than helpful in Theater tickets, tours, places to eat and drink!
April 2, 2013
Rated 5 out of 5 by dantzelsu Great hotel!
This was by far the most clean hotel that I've ever stayed at in NYC. The room also felt bigger than most. The staff were very nice and helpful. There is a gym, and it is in a great location. I would definitely stay here again and recommend it highly!
October 17, 2013
Rated 3 out of 5 by Unhappy888 Reception staff
Staff was not very welcoming at reception. Lin who served us made us feel we were taking up his time and no smile was seen.
June 17, 2014
Rated 2 out of 5 by TravelerV Not Impressed
Was not very impressed with the hotel and the staff. My room wasn't ready upon my arrival in addition when we requested items from the front desk it took 3 phone calls and 5 hours to receive what we requested. Very disappointed as an SPG Platinum Member.
September 11, 2012
Rated 5 out of 5 by Kim2000 Ideal for Business Travel
Stayed 3 nights at Sheraton Times Square for business. Ideal location (walked everywhere I needed to go & easy walk to Times Square, Theater District, Central Park & more), clean, comfortable rooms and wonderful staff - especially at front desk!
October 11, 2013