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 4 out of 5 by Usama1 This HOtel is my favorite in the City
I like this Hotel and I have stayed there repeatedly. However Concierge is not informed at all and not dependable. Bell Captains are not helpful with taxis and transport to Airport. They are cheap and crooked. This is not my first experience with them.
August 13, 2014
Rated 4 out of 5 by Monte33 Great Location
Very close to Time Square and Rockefeller Center. Staff was kind and friendly. Check in for SPG guests was not so good. It was faster to go in the regular guest line. One of our two rooms was ready the second we were told would not be ready until 7 pm. Thought that was odd seeing that are current room was next door to it and housekeeping was working on it at 1 pm when we checked in. Overall great time.
August 11, 2014
Rated 4 out of 5 by REW099 Great location and comfort
The Staff , especially the Concierge desk, was exceptional in their help. This was less true of the travel and ticket desk. The people there were brusque to the extent of being rude.
August 13, 2014
Rated 4 out of 5 by Candyjill Staff
Jonathan Lomitola has gone out of his way to ensure I have a good stay
The staff in the club lounge are great
August 13, 2014
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 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 5 out of 5 by FritoMisto This Customer Service Was Exactly What We Needed
My wife and I just enjoyed six nights at the Sheraton Times Square, arriving for the birth of our second grandchild. This trip required instant arrangements and maximum flexibility because the schedule of when we would actually begin staying in the hotel would be dictated by the health of our daughter and her baby. That is why it is not an exaggeration when I say that the customer service provided by both the Sheraton Times Square staff, and the Starwoods Preferred Guest staff in accommodating and cooperating to make everything work for us, was in my experience without parallel or peer in quality. Not just in travel either, as I am in the customer service business and they were wonderful. Everyone from the top down cooperated to help and accommodate our every need. This began with finding us room in a hotel that was completely booked up, to providing flexibility on deadlines to change our plans without running into any cancellation penalties, to upgrading our room to the club floor and maximizing my Starwoods gold points and free nights, to finding two beds instead of one when there hadn't been any available, to just relieving any hassle on the hotel side so that we could concentrate on helping our family.
Ingrid Ordonez and Jorge Leiva were two of the staff that were particularly helpful, and I just wish I could recall the name of the SPG staff who helped me on the phone for 90 minutes on June 25th, to set up our original change when we came to New York. She was great too.
I have not mentioned anything about the great shape of your updated facilities, excellent cleanliness, fantastic fitness center (one of the best hotel fitness centers I have seen), because as good as they were, it was still the service my wife and I received during a very difficult time that really showed us what kind of place the Sheraton is.
It will be our pleasure to return to your fine hotel again, and since I hope to see my grandchildren many more times in the future, I expect we will be there many more times.
July 13, 2014
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
Rated 1 out of 5 by Nightmare811 cancelled reservation
Imagine arriving in NY city with your 14yr old daughter, and having the Sheraton representative tell you, "Your reservation was cancelled!". I felt so disappointed, so scared and that feeling of being alone!
I booked the hotel in October 2011 as we were going to a dance competition. Circumstances changed, so I changed the reservation by phone, and the reservation clerk, "Dave"said the reservation number was the same as original one. No mention was made that I would be charged for one night in addition (even when I specifically asked about this). I also called many times(at least 6) to ensure the date was changed appropriately, (I was cut off, I was told to call "customer care"and was told everything looked ok before we left) spoke to Martha and Jason.Manager James Green was able to rectify everything in the end, thank goodness, but bring copies of reservation especially if you change anything.
July 15, 2012
Rated 5 out of 5 by EJR01 EJR01
Ok, so for the 3rd time in 3weeks SPG/Starwood rescued my trip. First, at the Sheraton 4Points Times Square 2 weeks ago, then , in Alexandria, VA. This time, I was actually registered at another "prominent presidential" historic NYC hotel where the room was so shocking, I called the SheratonTimes Square before putting my bags down. I booked a wonderful room and ran over to find everything I had expected. I lost money on the lesser hotel, but the Sheraton more than made up for it. The front desk, the great concierge and the world class doormen gave me every reason to come back. And I will. Tip: stop wasting time & money on "deals" at other places. Book with SPG. Lesson learned.
July 8, 2014
Rated 4 out of 5 by Geno57 Courteous assistance
Everyone in the hotel and on the staff, were tremendous and helpful in all repsects. Floor staff was excellent as well. I would recommend this hotel to anyone.
August 11, 2014
Rated 1 out of 5 by TorontoTraveller Terrible Service
On arrival I had a very unpleasant experience with the parking staff, & when I complained on registration, both the front desk clerk & then the front desk manager failed to take any responsibility, stating merely that the parking valets did not work for them, in spite of the fact that I was paying the hotel for the parking. The general manager was supposed to call me but never did. They appear not to realize that this is essentially a service industry. This initial experience soured my entire stay.
September 9, 2012
Rated 5 out of 5 by Wickedweekend14 Great Choice
I was looking for a hotel in Times Square near the Gershwin Theatre. This was the perfect spot!. A room on a high floor facing times square is a must. The room itself was on the small side, but still comfortable given we were only there to sleep. Centrally located to Letterman, Radio City, Rockefeller Center, Gershwin, Times Square, etc. Not much need for cab and plenty to do in the area.
July 21, 2014
Rated 4 out of 5 by NoahfromNebraska wonderful hotel with great staff
This is a wonderfully place hotel. I love it.
August 11, 2014
Rated 5 out of 5 by SPGPlatinum111111 GREAT STAY
Fantastic hotel, just renovated and looks beautiful. I travel 75 nights a year for business and this is one of my favorite hotels to stay. The staff treat you with respect and make you feel very comfortable. If you are coming to NYC on business or pleasure this is the hotel to stay.
January 9, 2012
Rated 2 out of 5 by Legalelk This hotel disappointed me
On the second of five days at the hotel, the elevator two of the elevators that went to my floor broke. That left only one elevator for everyone going to floors 21 to 28. The wait to get on the elevator was over 30 minutes. That is very unacceptable. There were lines to get on the elevator. There was a guard stationed by the elevator and when I asked him when the elevators would be fixed he only shrugged. The other two elevators were not fixed for two days. Which meant I either waited 30 minutes for an elevator, or took a another bank of elevators up to the 20th floor and walked up the flight to stairs to my floor. The hotel was completely unresponsive to concerns about the elevator and made no accommodation.
August 8, 2013
Rated 2 out of 5 by Madson Poor management
I'm accostumed to travel to several Sheraton Hotels. This hotel has very poor customer services as well as management.
All issues I asked management assistance, they were not resolved. One of them refers being double charged (I pre-paid my stay and the hotel charged me again at check-in). I informed at least 3 times to reception and/or VIP management - besides had to repeat the issue every time, I was also pointed to someone else as there was not a track or management taking over the customer issue. Issue is still pending to be resolved by the hotel after 7 days of report.
July 26, 2013
Rated 4 out of 5 by SoOrTraveler Good Location
We were very happy with this hotel's location. Also, the price was very fair given the area. The beds, however, are very small doubles and are not very comfortable. We did ask to change for a king room, but they could not accommodate our request.
August 9, 2014
Rated 1 out of 5 by GGgg76432 Horrible experience so far
Requested to room service to not do cleaning as I was on a business call during the mid-day hours. Put "do not disturb sign" on my door. Room service still came back multiple times and called three times despite my request and the sign on my door.
Tried to order room service, but was denied service due to item being only available on the childrens menu. Indicated that I received the same order the prior night and was told that there was a policy to make a one time exception.
This is in addition to a false fire alarm and multiple elevators down. My prior stay included 24hr/day construction noise from the hotel's renovation.
April 16, 2012
Rated 5 out of 5 by atlanta123 Customer Service Exceeded Expectations
I can’t say enough about the great level of service we received during our stay Jun 25-27. Beginning a few days before our stay all the way to check-out each staff interaction we had was well above our expectations. My wife and I visited NYC to celebrate our 5th wedding anniversary and the Sheraton New York Times Square staff went above and beyond to make our stay very memorable. One thing that SPG does well beyond other hotel chains is they get the little things right. Every staff interaction is an opportunity to win guests over and they knocked it out of the park for us. On arrival, check-in was hectic due to sold out status, but that didn’t deter welcome staff from apologizing for the wait and passing out bottled water to guests. Once at the check-in desk everything went fast; elite status recognized, elite benefits provided including upgraded room, bottle of wine for the wait, etc. One thing I had done prior to the stay was reach out to a housekeeping email I received to request a fridge. On arrival to the room we were delighted to find the fridge already in room. Another great personal touch was the fact the housekeeping manger (shout out to Pilar) had left us a personalized note welcoming us and acknowledging our anniversary. Shortly after arrival a few complementary treats arrived to help us celebrate. Thanks again to all those who helped make our 5 year anniversary a memorable one, we look forward to returning in the future.
July 7, 2014
Rated 2 out of 5 by Wino my stay
I come to NY often and i have made your hotel my hotel when coming to NY.
However; if you go out and look at lounge area you find it very dissapointing in fact the chairs and rugs are disguesting.
The chair are so filthy and stained i did not want to sit in them Many people like me are sitting there in business suits and I'm sure whoever reads this will agree upon your insptection. You are a World Class Company positioned in a world class spot in the biggest world class city in the world. not a good situation. I don't think you want to publish this review
November 8, 2013
Rated 4 out of 5 by Bgin The hotel is good
With some improvements the hotel can be a great business Hotel it starts to be came a touristic hotel and the general attitude is for one time random visitor.
Your hotel as five stars with Loyalty membership is one of few that charges for Wifi (your staff gave me a relief but it is ad hoc. Another big frustration was with the packages outsourcing company LL level that when I tell friends that for 5 days Sheraton is my address but no one called my room that I will come down, but gave it to the Outsourcing company that after-few hours asked me 20 $ for keeping value of less than 20$ the hotel shift manager understood me and gave me a discount to keep me happy but this is not a way to bypass the commitment to call the client first anf if he is not responding to tell that charges will be implied.
August 5, 2014
Rated 5 out of 5 by puffer3 Another Great Stay!
This has been my "go to" hotel for many many years. This stay was the best service so far.Lots of congenial available staff in the lobby to help. Check in was very gracious and helpful and the room was very fresh, clean, and ready for occupancy. For my business and social needs, this location is perfect!
July 20, 2014
Rated 5 out of 5 by Sheri6 Great place to stay
Great hotel. Clean. Modern. Central location. Helpful and friendly staff. Would definitely stay here again.
August 9, 2014
Rated 1 out of 5 by Carvel The renovation seems good but the staff needed a renovation too!
From the minute we checked in till the minute we checked out the front desk was nothing but rude. The managers did try to smooth things over but the damage had already been done. We did find one helpful & courteous employee-Ali the bell captain. I will be calling the 800 number.
July 20, 2014
Rated 4 out of 5 by Possum Vacation
Had a wonderful stay. Hotel is close proximity to Time Square and Central Park.
August 9, 2014
Rated 5 out of 5 by FlyIntl Second Great Stay at Sheraton NY Times Square
This people at the Sheraton New York Times Square Hotel are ALWAYS super. From the Front Desk, to the Concierge to the Room staff, everyone extends the pride of New York.
Rooms are NYC size which means small (by US standards), but the rooms are quiet and well-furnished.
The lobby is not large and it's always bustling. Front desk lines are busy during check-in and check-out times. You can store your luggage in you're checking in for free ($3.25 if you're not checking in)..
I like the gym which is a large, well-equipped gym (with a small locker room). It's $10/day (unless you're a Platinum SPG).
Location is great to walk to everything and/or catch subways all over the city. In fact, the hotel is right above the 7th Ave & 53rd St station on the "E" train line which connects to the JFK Air Train, so it's fast and easy to get to the hotel.
I will definitely return and recommend this property.
November 4, 2013
Rated 5 out of 5 by Dakotaray1967 Outstanding Service and Kindness
The hotel staff was extremely accommodating. From the moment that we entered, we were immediately pampered and handled with such care by our Front Desk Receptionist Nicole. She enthusiastically engaged us about our stay and when she found out that it is was my mother's 69th Birthday, she immediately offered us a beautiful breakfast comp; which she most definitely did not have to do. That's wasn't the end of her generosity though. When my mom and I returned to our room from our night out, there was a bottle of champagne, champagne glasses, chocolate covered strawberries and the most beautiful note from Nicole wishing us a great time and letting my mom know how fabulous she looked, along with a Joyful Birthday Wish.... Our room attendant from housekeeping, Ms. Naomi Chin was welcoming from the moment we entered the floor to go to our room. Everyday we encountered her and she went out of her way to make us feel welcome and to just brighten our day. The hotel itself is amazing and busy and full of life and excitement. The hotel is located in a great location which made it easy to hop on a subway, get a taxi or just walk to our planned destinations. We will most definitely be back again.
July 21, 2014