Rated 2 out of 5 by Hef2012 Recent club lounge changes for the worse
I have stayed many times at this hotel as a platinum member.
At my last stay, the Club Lounge made changes which were very disappointing in an effort to reduce cost.
First, the Lounge used to have hot appetizers, cookies and sweets. Now those are gone and there is only a few cheeses, crackers and vegetable sticks which were there previously.
Second the breakfast has been scaled back. There used to be lots of fresh berries and pastries that were available in the morning. These have also been scaled back.
Overall very disappointed in this change. There was no notice of this change given....I stay at this hotel ever 2 to 3 weeks.
August 11, 2012
Rated 5 out of 5 by Galsen Great hotel!
I am a frequent traveler and have been coming to this hotel on and off on a weekly basis for the past 3 years. This is my favorite hotel in NY. It's very conveniently located. I love the view in the lounge and the staff is great. It can get crazy on week-ends when there are big groups, but that's typically confined to the lobby.
I would like to commend Daunus, one of the staff members in the check-in area for his great customer service. He always goes above and beyond to accomodate my requests and always ends up finding me the perfect room based on my needs. He is welcoming, funny, always wears a smile and remembers me even when I haven't been around for a few months. Keep up the good work!
March 27, 2014
Rated 1 out of 5 by rye27 As a returning guest, the hotel has failed to meet expectations
I am terribly disappointed with my current stay at the hotel and utterly distraught on the hotel's service. The first night was absolutely horrifying as we were not able to have our sleep the entire night.I have requested as well for extra pillows on my reservation. I received an email that the room is ready for our arrival but instead, my simple request for pillows has not been granted. I had to ask it form housekeeping which gave us the pillows after more than an hour of waiting and it was already past midnight by then. We were initially assigned to a room close to the elevator at 2806. We heard a lot of banging of doors, noise from outside the room and the jackhammering from somewhere. In effect, no sleep for us for the entire night. We asked for a change of room. The front desk was helpful and referred us to a manager that tried to fix the situation. Apparently, they had no clue who is the guest and kept on calling me with another name which makes me feel unwelcome to the hotel. It seems that the hotel is not keen on personal approach to the guests. I even received numerous excuses when a simple apology can suffice to loosen the tension. When we were supposed to move the room, it seems that there was no available bell man to assist us so we had to rush and move to the new room which added to my roommate's anxiety that caused his anxiety attack at noon which even needed some emergency medical services.
I actually thought that being a starwood preferred guest will make a difference in treatment and service but apparently such has no bearing. This is not the first time i have stayed to a Starwood Hotel Chain and it appears that this is the worst experience ever.
I apologize that our need for a good sleep apparently is not as significant as a better view that has been kept on reiterated to us.
I apologize, as well, that maybe it is best to reconsider this Sheraton for a return stay. Its reputation does not meet consistency and does not meet expectations.
We hope that next time, situation like this will not happen to other guests with that appropriate and necessary actions will be made.
November 14, 2012
Rated 2 out of 5 by james127 Hotel Needs Improvement
Overall this hotel needs to improve especially in the area of customer service. Being that it it a very busy hotel very little time is spent to "Take Care of the Customer" My hotel hair dryer was broken it took 4 phone calls to get a replacement. The ceiling stucco in the restroom was old and crumbling from ceiling. There was one employee that was outstanding her name was JOY. She has outstanding customer service. Joy is an outstanding employee and great with customers. Even the Manager on duty was rude and unresponsive to my concerns. I still have an unresolved issue with my sons hotel bill . (which was on my credit card) This hotel has lots of potencial
April 13, 2013
Rated 3 out of 5 by Traveler1963 Housekeeping
Needs improvement. Didn't get to my room until late afternoon every day. Some days didn't even make the bed!
May 17, 2014
Rated 4 out of 5 by lcj1102 Great staff, recently renovated
Exceptional check in staff, very friendly and willing to converse on all things to make the process flow with ease after a long travel day. Provided tips of things to do in the city, restaurants, etc. I can't remember her name but if there's someway to track back our reservation, she deserves a promotion. The hotel was a bit further from Times Square then expecting as we had to walk with all our bags which makes the distance even longer, right by CBS and Radiocity, Central Park only a few blocks away. The hotel is large, unfortunately the walls are thin and both nights had people partying and didn't get much sleep. That's not the hotels fault tho. Overall a great stay, just wish it was warmer!
March 26, 2014
Rated 4 out of 5 by Umma High Marks all around
The location of the Sheraton TS is perfect for us. The rooms are nicely done and very comfortable and as a Starwood Preferred Guest, I appreciate the services offered on the Club Floor.
Although the hotel large and is very busy with groups, they handle the crowds well in the large lobby and we have never felt crowded or uncomfortable. Thank you.
May 11, 2014
Rated 4 out of 5 by Mono Good conference setting
I do not like being told what I have to do in a voluntary review
May 17, 2014
Rated 2 out of 5 by paul7725 was disappointed with this stay
the cleaning person didn't adequately clean the room. for example, i left empty takeout boxes, and they never got picked up. when the ethernet went out, i called the operator. rather than try to get the ethernet fixed, he told me to use wireless. what he didn't tell me is that the wireless network was about 100x slower, and sometimes cut out completely.
May 9, 2014
Rated 5 out of 5 by June16 Great Stay!
I had the opportunity to spend three nights at the Sheraton New York Times Square Hotel for a Learning & the Brain Conference that was being held at this location. Having previously lived in NYC for many years, i really was not sure about the hotel and location. I am here to say that the stay was great! The renovated room and the bedding was exceptionally comfortable. The staff was ever present, amenable, and attentive to specific requests. The location is terrific! If you love to walk - then this is the place. Very easy access to the theatre district, uptown, downtown, east-side, west-side, and of course, Central Park. The taxi ride from LaGuardia was simple to handle. The bell-man was right there to call a taxi for you when needed.
What took the stay over the top was the manager, Mr. Fish, who listened attentively to a personal concern and who , I believe, went above and beyond to address it and confirm that I was heard. This is a very busy hotel, as observed by the ebb and flow of the sea of people in the lobby. Yet, it was never overflowing.. It gave me a true reminder of the essence of the Big Apple.
May 14, 2014
Rated 4 out of 5 by Terry57 Great hotel, but
front desk/reception staff need to be consistent in the information provided to guests.
May 16, 2014
Rated 5 out of 5 by Mary42 A Sheraton Welcome
What made this a truly outstanding hotel experience for us was the wonderful and sincere welcome we received from Molly as we checked in. While we chatted and she explained the hotel amenities and enrolled us in the SPG program, Molly learned that we were in the city celebrating our 50th anniversary, and sent a lovely card and welcome gift to our room. I have already recommended this hotel to several friends based on Molly's hospitality and thoughtfulness. The NYC Sheraton is lucky to have her on its staff!
Our room was spacious and spotless, with a spectacular bird's-eye view, and it was great to be so close to TImes Square.
September 26, 2012
Rated 5 out of 5 by LMV1955 Great location, way above your average hotel!
Located within a short 5 minute walk to Time Square and Broadway and Rockefeller Center. Very comfortable room and was impressed that you couldn't hear any outside noise. Beautiful lobby and very helpful staff. When we return to NYC, we will being staying here again!
May 12, 2014
Rated 4 out of 5 by BRLauren Overall Pretty Great
The staff was helpful and accommodating. I'm not sure why my mini bar and snack drawer were both locked, but it took several requests for me to access a bottle of water. The room was clean and comfortable, a good rate for a room in NYC.
May 13, 2014
Rated 4 out of 5 by Amadamia Terrible Room Experience!
We were quite upset during our stay when one evening we lost total electricity to half of our room. We placed a call to guest services/housekeeping to report the incident and waited over one hour (without lights). When we placed a follow-up call, the incident was treated as if it had not been reported previously!!!! The next day, we returned to our hotel room to find a flooded bathroom with soaked towels on the floor. No note was left about the leak or incident causing the excessive water on the floor nor an apology for the inconvenience. When one pays top dollar, one expects not to have to deal with incidents like these. We felt totally disregarded as guests!!
September 23, 2013
Rated 5 out of 5 by DMac1970 Don Macaulay
Outstanding service and really nice hotel. I try to book this place every time I travel to new york (I go there a lot for business!). Not only is it centrally located, but it is a beautifully appointed hotel. Kuddos to the entire staff.
May 12, 2014
Rated 4 out of 5 by cokavt Great Conference Facilitities
Attended a conference and was surprised that the hotel had wonderful meeting rooms. Elevators very fast and efficient, location great for meal options, and everything is within walking distance or subway during non conference times!
May 12, 2014
Rated 5 out of 5 by Michael45 Great Hotel
We stayed on a club level floor in which the room was large, clean and impecably decorated. I was a bit nervous after reading other reviews but the hotel far exceded what I had expected. We were there during a warm holiday weekend and the entire city was packed but they hotel had us checked us quickly and were quicj to answer any questions we had. We had an issue with the room next to us, which they immedately looked into, although not resolved to my liking we realize only so much can be done with inconsiderate loud people.
December 7, 2011
Rated 5 out of 5 by GoingWoman Frequent Traveler
NYC rooms are traditionally small but the total renovation at this property has mazimized the usable space. Great renovation job. The staff is always very friendly and helpful and its nice to see the same faces time after time. I only visit the hotel about 4 times a year so I am delighted that I am remembered.
December 26, 2011
Rated 4 out of 5 by JRP04 Surprisingly Good Stay
I've stayed here a number of times and know it as a "hotel factory" - always busy to the point of not getting any personalized service. But my most recent stay with my family was surprisingly good. The VIP team took very good care of us as we celebrated a family birthday. We'll definitely return.
May 8, 2014
Rated 2 out of 5 by bostontraveler14 Very Disappointing Sherton
This Sheraton does not meet Starwood standards. The lobby is nice, but the rooms are not. They are dated and LOUD. The staff was not the best either.
May 12, 2014
Rated 5 out of 5 by Pam69 Great Location
This hotel is in a great location! The staff is friendly and very responsive. The room we had was very clean and larger than we expected. We enjoyed the Starbuck's in the morning and the bar in the afternoon:). Good use of space. Our granddaughter has already asked for a return visit to the city- including staying at this very hotel. We will recommend this hotel to others
May 5, 2014
Rated 1 out of 5 by Rez1000 Horrible stay
Bathroom was smelly all the time
Was never given any water till i asked several times
Service was awful
May 13, 2014
Rated 2 out of 5 by Fredd Comfortable, but too much construction
Hammering and drilling started at 7:30 sharp every morning inside the hotel this weekend at a conference. Everything would have been great, but until they finish whatever they're doing, you won't be able to sleep past that, no matter how comfortable the bed is. Can't believe they start all that so early. Used the dry cleaning service in house..they over charged me and failed to refund me until i spoke to someone in person,then he wouldn't give me his name, only said he was the concierge...strange. The bed was great the room was super clean and they give you a free bottle of water in the fridge....seems rare these days.
April 19, 2012
Rated 3 out of 5 by Mayday14 Poor customer response
I have stayed at this hotel in 2012 and 2013, each time for over a week. It was a good location. I found everything else average except for the concierge service which was of little help so I quit using it. This year I went to make my reservation for ten nights and they wanted payment for the full ten nights up front and non refundable if I wanted a decent rate. I emailed the hotel and asked if it would be possible to make the reservation at the rate quoted with a one night non refundable deposit. This seemed to be the policy of other hotels in the area. I was a past client and it was not in prime time. I did not even get a reply email. This is not very good customer service. I have since reserved at a brand new hotel in the same area, with free in room wifi for a better rate and the one night deposit policy.
April 25, 2014
Rated 4 out of 5 by Macwop68 Inaccurate advertising
Typically consistently great service and accommodations. However, we were extremely frustrated and felt duped when the room is advertised as having two "double" beds when, in fact, the beds were the European "French" (twin and a half) sized beds. My husband is 6'5" and so I wound up sleeping with our daughter so that my husband could at least get some sleep. Had the bed size been advertised accurately, we would have opted for larger room/beds to better accommodate our needs, which in turn would likely have resulted in more revenue for the hotel. Hotel was sold out; so we didn't even have the option to change rooms.
December 20, 2013
Rated 4 out of 5 by john1964 My stay
The hotel was very clean and organiged, when I heard I had free wi fi in the lobby, by typying my name and room number, it did not work the entire time i was there, the staff tried everything, i was very unhappy about that, terrible....they tried to remedy it , for some reason they blamed it on the reservation, but did no want to cancel and redo cuz a ddeposit would encure. i feel a discount for future stay is in order, or a free room good for one year, this was very hard to talk to my small kids.
April 21, 2014
Rated 3 out of 5 by Hayashi1 lounge cost reductions
Having been a loyal guest of this property for over a decade I was disappointed to see the cost cutting measures in the club lounge. Fresh fruit and a wider selection of pastries in the morning and hot food,a wider selection of antipasti and cookies later at night have all been cut. I am sure they are producing the desired results financially but it comes at a cost to your most loyal guests. The small extras made the stay feel a little more like hoand something you can look forward to.
I had a sense this was to come when the smoked salmon was removed from breakfast but it is a shame. Needless to day I am disappointed.
January 19, 2013
Rated 3 out of 5 by Nick13 Stayed in one of the new rooms
LIke another recent guest said, the Sheraton needs improvement. It's a huge property that's nearly always sold out, so that means all staff is busy, but attentive. The new rooms are super nice and comfortable compared to the outdated ones I've experienced in the past. Wi-fi remains woefully unpredictable - drops outs are frequent, complimentary bottled water was not placed in my room during my stay and housekeeping called me at 10:30 am on my first day to see when they could get into the room. I never get to sleep in so that was kind of off-putting. Still, for all its quirks, this is a good, well-located SPG property.
May 25, 2012
Rated 5 out of 5 by Mittens Great location and great view
We've stayed here before and this was another good stay. Staff treated us very well upon check-in, giving us a room on a high floor with a great view down 7th Ave. and also threw in breakfast in the restaurant ($70 value!). Concierge gave good suggestions for things to do and restaurants.
The only problem we had was there was cigarette smoke smell in the room around midnight 2 nights in a row. We called the front desk and they said they'd send up security, but no one ever came, so we went to sleep. We suspect that our neighbor was smoking and the smoke wafted into our A/C system. Even with a $250 clean up fee, apparently people still smoke in this non-smoking hotel.
May 23, 2012