Rated 2 out of 5 by MergerChef ho hum
This hotel needs a lot of help. No one greets you when you walk in to the hotel. It feels like you are walking into a mall and very unfriendly.
The SPG check in had 1 person working it and 3-4 working the normal check in line. As a result, all the plat/gold members started moving to the regular check in line.
Also, I received my room number ahead of time as part of the Sheraton keyless entry. I went to my room and my key did not work. I went down to this ridic check in line. After speaking to two front of the house reps, I finally got a manager. The manager could not figure out how to get me a new room bc the room I was given from SPG keyless was occupied.
Also, I never have a featherless room even though I request one. Multiple times my room was not cleaned (I did not have the make a green choice card out). When I askd if I could get 500 points bc my room was not clean, the front desk said no.
I would recommend SPG send NYC Times Sq staff to the Chicago Gran to learn a thing or two...don't stay here if you have an option!
December 5, 2015
Rated 3 out of 5 by Jbooe Disappointing
There was black mold on caulking on bathroom sink.
I was in room 944 which is next to elevators so heard this noise all night long. My coffee maker was filthy and was missing an integral part. The fridge had a broken piece on it. Love the location but needs improvement .
December 5, 2015
Rated 2 out of 5 by Neoteros Never again
The property is old but still nice, and the location is just great.
Still, when questioned if I will come back here next time in NYC my answer is NO WAY.
When questioned if the personnel made me feeling as an important guest my answer is NOT AT ALL.
When questioned if recognition of my SPG Platinum status - with almost 100 nights spent in SPG properties during year 2015 - was in line with my expectations or with my previous experiences my feedback is WAY FAR FROM THERE.
If you want to feel a drop of water in the ocean this is the right place to go to.
This hotel is always crowded, and for one disappointed client leaving they can count on many other new clients coming. This is New York.
I stayed at even bigger properties in cities like Shanghai, but I was always treated like a king, and nothing really compares to this kind of Newyorker careless approach.
The point is in this city I had comparable experiences at lower fares, and much nicer experiences at the same fare.
So, why coming here again?
December 3, 2015
Rated 5 out of 5 by Duck01 Great staff!!
I frequent this hotel a lot and sometimes interface with the front office staff. On a recent visit to the club room, I was checked-in by Tess who remembered my name from a previous telephone conversation. She was bright, very personable and extremely pleasant. It's this kind of interaction that makes me want to keep coming back. I love this hotel!!
November 30, 2015
Rated 5 out of 5 by gracie123 great location
great location at rockefeller center and theatre district
November 23, 2015
Rated 4 out of 5 by AlicesDad Great Location for a Weekend Away
My Wife and I stayed at this hotel so that we could enjoy a night away without the kids. The location was great for doing things in midtown, and the rooms were quite nice. The Club Lounge was standing room only, but I guess that just shows the popularity of the hotel on a Saturday night. My only minor negative is that I was not recognized as a platinum member at check in - not a huge deal, but surprising. Accordingly, I was not asked about my platinum gift or late check out.
November 23, 2015
Rated 4 out of 5 by AttorneyTim Good Midtown hotel
Nice location...wifi in room stinks...great SPG Platinum recognition and wonderful front desk much to my surprise...terrific club room
November 20, 2015
Rated 1 out of 5 by wshi BAD HOTEL, STAY AWAY
When I stayed at this hotel years ago, it was fine and on par, but my recent stay is completely horrible. The bathtub was really yucky and there were previous guests hairs in the tub and a tissue paper in the bathroom vent. I called guest service, the rep had an attitude and told me someone will come and clean the next day, but guess what? No one came to clean and I called back and the rep again had an attitude. There was no water (supposed to be part of the package) and I had to call to make the request for someone to send! Stay away!
November 18, 2015
Rated 3 out of 5 by Columbia19 Poor Front Desk Staff
Front Desk Staff is among the rudest I have ever encountered...not welcoming and very short. Twice I stayed in this hotel and twice my room was not ready upon check-in. I left my cell phone number so they can call me and twice they failed to.
November 15, 2015
Rated 5 out of 5 by Amyp1 Great hotel and staff
LOVE LOVE LOVE this hotel... Its location is amazing, the rooms are large and clean and have a nice coffee pot with Starbucks and the staff is unbelievable. Every time we stay here we are treated like royalty and we are just normal people!!!
New York is our very favorite destination and we have stayed at a LOT of hotels but this is the one we will stay at from now on. Maria does her very best to make sure all of our needs are met and even more. Thank you for always providing us amazing experiences! I also personally love that the elevators are always working and are very fast... if you have stayed other places in the city.. sometimes this is not the case.. We have had to walk up 22 flights of stairs to get to our rooms before.. NOT FUN! So Yay for everything always functioning!!
November 12, 2015
Rated 2 out of 5 by Sammie19780 Avoid
Everything at this hotel is hard. From checking in to checking out, the process does not run smoothly. The rooms are small and not comfortable. I do not recommend.
November 12, 2015
Rated 5 out of 5 by WineAdvisoryGroup Rock Solid NYC Option for SPG
This was my best stay here.. and an excellent option for SPG members looking for a hotel in NYC. The hotel is large and bustling. Always lots of individual travelers on the weekends when I mostly head here... many Europeans here this weekend. During the week, the business crowd, individual and conventions takes over. Every conceivable business service is available. Loved just heading down to the LL to a real Fedex office to ship some things back home... effortless.
We were well looked after as a Platinum member. The club lounge is large and nice, but can get crowded. We just grabbed some drinks and skipped the cheese and veggies. Breakfast was much better providing an assortment of nice items.
The location is fantastic. No wonder you see so many tourists as it is a great base for NYC. You can walk to many of the top spots... and I like that it's not in Times Square as that's too congested... but you can easily walk there if you're headed to a theater there.
Parking is also great. Park in the ICON lot and love that you can walk through the door right into the lobby.
My family enjoyed our stay here very much. Thanks to the staff for making us feel welcome.
November 11, 2015
Rated 2 out of 5 by KFS67 Great location, nice staff, but greedy management
Great location on Times Square. But, rooms and bathrooms are extremely small.
Main issue is the "greed" that shines through. Club lounge doesn't offer any complimentary beer or house wines, even during happy hour it is for sale at regular bar prices #very expensive in NYC#. Snack is cheap cheese and crackers......and some vegetables. For breakfast food is ok, but lounge I small and over crowded. You have to wait 10-15 minutes for a seat, and even when people still waiting for a seat, at sharp 10 AM they shut down and take food away!!! Very irritating
Perhaps most annoying is the fee to store a bag after check out. Poor tourist.....they have no choice but to pay $4 per bag, a rip off!!! I can understand a nominal fee of $1...but $4 is pure stealing!
November 9, 2015
Rated 1 out of 5 by BellaBeach not clean
We checked in the first night and our room smelled like mold (wet towels and wet carpet). We immediately requested a new room, but they only had a low floor room as an alternative. We agreed to change our location (since our first room was unbearable). The second room, to our surprise, was NOT vacuumed or dusted: we saw some candy rappers, chocolate chip cookie bits, and dust everywhere. This is not the way we wanted to start a birthday weekend vacation in NYC. Instead of checking out of the hotel, we decided to spend the least amount of time in it. I will not be returning.
November 7, 2015
Rated 2 out of 5 by mbegej Stay at the Westin instead
I was extremely disappointed in my stay. I've stayed at the Westin in Jersey City on multiple occasions, and they have blown away my expectations in terms of quality of service and room comfort. Stayed here for the first time and was disappointed at the staff (I asked the concierge where the elevator lobby was and all he did was point his finger and go back to what he was doing), room (multiple outlets did not work and had to plug my phone in the bathroom...), and cleanliness (hair everywhere!). Will not be staying here again, and may have to look for another option in the midtown area.
October 30, 2015
Rated 3 out of 5 by rrb2008 Worst bed ever
Checked in after 10pm in the Gold/Platinum line- no recognition of Platnium status and was not given a Platinum key jacket. Had to ask about the club lounge. Had booked 2 double beds, but asked if a King was available. Was told there weren't any available, but reservation system was still showing available! Not a big deal, since it was just one night, until I tried to sleep on either of the beds. Worst mattresses ever. Both were uneven, sagging, and unfit for use. Could not sleep and will make a point to stay elsewhere in the future.
October 28, 2015
Rated 3 out of 5 by MARIA898 AVERAGE NY HOTEL
THE HOTEL ITSELF IS CONVENIENTLY LOCATED (ABOVE AVERAGE) BUT CUSTOMER SERVICE IS AVERAGE
October 26, 2015
Rated 1 out of 5 by Sug2020 Why stay here?
With so many great hotels in the area which actually appreciate your business, why on earth would you stay here? It was a conference so I gave the hotel a try, but next year I will be staying elsewhere and walking over to the conference.
October 25, 2015
Rated 2 out of 5 by VenkyMay15 Poor Room
Melissa at the checkin counter was very courteous and awarded me 2000 points right away when a requisted room with a king bed was not available. Her graciousness was very commendable. This was at checkin.
The pleasantness of the hotel experience ended there. The room was very poor, especially the bath room. The shower curtain smelt very very bad and moldy.
I requested for some dasani water bottles.. I was told that it will be placed in my room , but it was never to be. The smell in the bath room kept worsening.
Such an iconic hotel in a prestigious location, unfortunately the room is worse than a motel 6 or Super 8.
October 24, 2015
Rated 3 out of 5 by ravitan Poor staff response
When I checked in it was already late at night. There were 2 African American gentlemen manning the reception. While one of them who happened to be the taller of the two was busy with a customer, the other gentleman who was shorter in height just stood there next to the other man and kept watching the other man. I sttod there for at least 6 to 7 minutes until the shorter man walked nonchalantly to his terminal and the proceeded to help me. He wasted so much of my time when I already had a late long flight from San Francisco. He was utterly unprofessional. I never felt like a SPG member let alone an ordinary guest in your hotel.
October 23, 2015
Rated 2 out of 5 by JASchroeder9 Not up to Par
I stayed at this hotel for a week in October for a business conference. The hotel looks nice enough from the outside, but the rooms leave much to be desired. They are small and run-down. The biggest problem for me was the amount of noise. Although I was on a high floor (per my request) the street noise was constant and loud and there was a lot of noise within the hotel at all hours. The only reason to stay here is if you need to be in the heart of Times Square. On the plus side, the staff is very friendly and attentive, but they could not make up for the short-comings of the facility.
October 22, 2015
Rated 4 out of 5 by Phantom19 Your staff are great!
Everybody we interacted with at the hotel was very accommodating and attentive. Front desk, concierge, housekeeping...everyone did a great job! Customer service makes the difference and we won't hesitate to come back again.
October 21, 2015
Rated 3 out of 5 by Iriekooper check in
At check in I was not recognized as a platinum member, nor thanked for my loyalty to spg. Front desk staff should be better trained.
October 12, 2015
Rated 3 out of 5 by Flyingtailor Good Location
I love the location close to pretty much everything you would want to in mid to uptown NY. But a few things I did not like was the noise in my room and longer lines and longer wait for elite check in. About the staff cleaning staff where the friendliest staff in this hotel.
PS the noise in the room was very loud you could hear the people next door like they where in you room.
October 6, 2015
Rated 4 out of 5 by Jaylynn Check-in
Wasn't as friendly and receptive as I usually would like to be received when checking in after a long day of travel.
October 4, 2015
Rated 3 out of 5 by IB07 Good location, a bit out-worn
The hotel is obviously not one of the newest ones, but still has good things to offer. It's perfectly situated between the Central Park and the Times Square, the beds are amazing, the club lounge was good as well and the internet connection was high speed indeed. We weren't really impressed with staff responsiveness, especially around the lobby bar, it felt like the staff is being forced to work there against their will. The other thing we definitely didn't appreciate was the bunch of human hair in the shower when we checked-in.
October 4, 2015
Rated 1 out of 5 by Unsatis2015 Unresponsive
The room was too dark and the staff was unresponsive. it took 2 days to fix a small problem.
October 3, 2015
Rated 2 out of 5 by CynthiaJ Shockingly bad staff
Basic Sheraton - no issues with facilities.
Our issue was with the majority of the staff we interacted with during our stay.
We asked for our room to be de-feathered prior to our arrival and we confirmed at check in.
Later around 11pm when we were going to bed, I was starting to get blotchy and become itchy. We then noticed was a feather comforter (with actual feathers coming out) and it had not been removed.
We called the front desk and was informed someone would be coming up immediately to remedy the situation. Yadda yadda yadda 3 calls to the hotel from our room, 1 call through my cell and 2 in person visits and we finally got someone upstairs to change the bedding out 2 hours later around 1AM. Rude and inept staff.
September 28, 2015
Rated 5 out of 5 by Verified Reviewer Check in experience
On my check in for second stay August 25 evening, I waited in line behind an Asian gentleman. When he finished his business with the lady clerk (Marylin) I stepped up to her. She looked at me, frowned and snapped "I am not ready yet!". I asked her so what do I do and she waved me off with her hand and told me to back in the queue until she called. When she did I refused to go back to her and checked In with another clerk.
September 27, 2015
Rated 2 out of 5 by Mary123456 Check in is not 3 pm....very disappointing
Check in starts at 3 pm...this does not mean that you will be able to check in at this time. At 4:15 pm, room was still not ready. I had to downgrade from a king size bed to a queen size if I wanted to check in at 4:30 pm. I was not given a discount or incentive for my trouble. Although room was paid for months in advanced. 2 couples in front of me were experiencing the same trouble. I have stayed in many hotels, and check is 3 pm and room is always ready by 3 pm. Very disappointing .
September 8, 2015