Rated 3 out of 5 by JJTTKK Several areas need improvement
1. Standard check-in at this hotel is 3 PM. Our family checked in at 7:30 PM and our room was not ready. We were told it won't be ready until at least 9 PM and were given a voucher for dinner (which we did not use). We had two weary young children and this was problematic.
2. During the lenght of our stay (2N), there was only one elevator working. We were on the 25th floor and reaching the lobby either took over 10 minutes or a trip up to 28th, then back down again because the elevator was always crowded. Having one elevator working, especially during peak season is inexcusable and a horrible experience for guests.
3. There were at least 10 dark lint spots and several strands of hair on one of the beds.
December 3, 2013
Rated 5 out of 5 by JJ81 Excellent service
Our recent stay at the Sheraton New York Times Square was very good. We had a club room and enjoyed the complimentary breakfast daily and hors d'oeuvres in the evening. We had the pleasure of meeting the VIP supervisor, Jorge Leiva the first night in the Club Lounge. He was so friendly and attentive to our needs. Each day that we saw him in the hotel he greeted us personally. He is an excellent employee and deserves to be mentioned. Overall we had a wonderful stay!
June 3, 2014
Rated 2 out of 5 by Ed123 Fell Very Short of Expectations
Being a long SPG member, my expectatinos are only as high as other SPG properties have made them. The Sheraton NY Toweers and Hotel fell very short to fullfilling any of the promises they said they would do when making a reservations. Very disappointed. Being my first time at this property, it may very well be my last.
January 4, 2012
Rated 4 out of 5 by JTisQD Great location and what I expect in NYC
I had some of my family come up for a visit over the weekend. The hotel was sold out as it was graduation for many colleges in the city. I was unable to use my suite night upgrade certs, however the check-in lady was able to upgrade us to a club level room and have the 2 rooms across the hall from each other. Due to my status we were provided access to the executive lounge which had a nice enough spread for evening apps and breakfast. The location is fantastic for out of town visitors, you can walk to Times Square, Central Park, Rockefeller Center and many subway lines. I had some friends visiitng last summer and put them up at this hotel as well, overall a very good experience. The only downside - if you are not familiar with NYC hotels, the rooms are small, but that is everywhere in the city.
May 27, 2014
Rated 2 out of 5 by Texan2012 Disasterous Checkin
Our group of 90 guests arrived at the scheduled time on Sunday afternoon. The hotel registration staff was ill-prepared. The two clerks at the front desk were unable to process the guests. More guests, not affiated with our convention, kept arriving as well, futher congesting the lobby and creating havoc. This convention was scheduled months ago, if not years. The staff should have had a system in place to expedite the checkin of the 1500+ guests. The last member in our group received her room at 9PM, 5.5 hours after we arrived at the hotel. The Registration desk is a nightmare!
July 30, 2012
Rated 3 out of 5 by WorldTraveller8 Bad Experience
Location is great, but that's about all this hotel has going for it.
When I checked in at 7:30 pm, the room I booked with 1 queen bed was unavailable. It took a manager to 'find' a room for me. Also, from when I booked my stay (3 days prior to arrival) to 1 days before arriving, the nightly rate went down, and Starwood was unwilling to refund the difference or change my room type.
Service was poor. All staff made excuses for what was going on, and not once was an apology offered.
Do your research before booking. If there are big events going on at the hotel, avoid this place.
September 30, 2012
Rated 2 out of 5 by Xmas2012 Cleanliness
I booked this hotel for my brother's first trip to NYC and I assumed that Sheraton will be a good hotel based on the reputation and my prior stays with them.
My brother checked-in before me and the room given to him was not even clean. He had to request for a new room. He got a new room but this really was a bad customer service. How can they check-in someone in a room which is not clean?
Also from the photos, the room looks bigger than it really is. I am not sure that this is a good practice.
Hotel's location is its biggest plus-point. If you can improve on the basic services, it will be a good choice for stay. Basic things like wi-fi are not included in the stay. Even 1-star hotels offer such features.
December 26, 2012
Rated 3 out of 5 by Merrill Good overall but had housekeeping issue this trip
I frequently use this hotel -- great location, good rates, and nice rooms. This trip I had a housekeeping issue and was so pressed for time I did not have a chance to call the front desk about it. When I went to take my shower before checking out and pulled back the curtain, the shower had used soap and open bottles of shampoo etc there. I really hope the bathroom was cleaned before I checked in -- someone clearly forgot to clean out the shower. But, I was running so late I did not give Sheraton a chance to come in and fix it. Next time, I'll pull back the curtain when I arrive.
February 14, 2013
Rated 4 out of 5 by Flygirl Good location
I have stayed at the Sheraton several times and this hotel is in a great location for the theater, Times Square, and Radio City Music Hall. The staff are friendly too. If you stay on the club level you have access to the lounge. Tommy and Barbara are there in the evenings serving drinks and appetizers and are very pleasant and wonderful to talk to about anything. They will make your stay fun. Don't forget they are waitstaff and do not share their tips. I noticed everyone tipping Barbara at the bar but not Tommy for his exceptional service. The view is also great from the lounge.
December 11, 2011
Rated 5 out of 5 by SPGChampion Great Stay Overall especially housekeeping
We stayed here for several days in May and had a great stay. The room was great and a big shout out to housekeeping especially the manager Diana Kwok who went above and beyond providing us with all our amenities we needed in the room with extremely professional service the whole time. Would highly recommend this Sheraton to anyone coming to NYC
June 17, 2014
Rated 4 out of 5 by KDLA Good Hotel
Have stayed at this hotel numerous times before. Rooms are always clean and the staff pleasant. Due to the hotel always at, or near, capacity, Platinum recognition, by way of room upgrade is not to be expected. Because of the number of guests using the club lounge can understand managements decision to remove the hot hors d'oeuvres from the evening snack, but they are missed! Kudos to "Tommy" who always seems to recognise returning guests and provides really superb service in the club lounge.
One 'request', please ask the house keeping staff to be a little more quiet in the morning. They seem to start work around 9am and their loud 'chatter' in the hallways wakes up guests trying to catch-up on their sleep.
September 23, 2013
Rated 5 out of 5 by Gildasmom Oasis
After a horrible trip from Montgomery replete with 5 hour weather delay... on the plane ,off the plane, back on the plane and bogus shuttle soaking wet with rainwater dripping on me,we arrived at your lovely hotel. We were met by a very attractive wecoming young woman(whose name I can't remember-sorry) who had us checked in very quickly. Our rooms were so nicely done and very comfortable. From the first member of your staff to the last, everyone was friendly ,polite and accomodating. I look forward to a return stay and will recommend the Sheraton Times Square without hesitation
September 16, 2013
Rated 2 out of 5 by Stacy738 Disappointed
We had previously had a great experience with Sheraton the week before in Philadelphia, but this hotel was very disappointing. We couldn't check in when we arrived, and were told to come back a few hours later; the bag check room was full; when we were finally able to check in at 5.30 our room had not been cleaned from the previous occupants - and it took over an hour to get it ready. Parking was highway robbery and not clear at all that the charge is per 24 hours - and as we were 2 hours over is was $100 not $50. Room service charges turned a $12 kids meal into a $27 expense - before tip! Location is great but with hundreds of hotel within yards, not worth the $400+ charge we incurred ($500+ with parking).
October 21, 2012
Rated 5 out of 5 by LBT61514 Excellent location, not too crowded outside
Hotel manager and staff are very friendly and accommodating. Makes us feel like hotel's priority is the full satisfaction of the customers.
Thank you very much for treating us as special people. My family will definitely come back to Sheraton New York.
June 23, 2014
Rated 3 out of 5 by Sue1957 Rude Front Desk Staff
While the concierge service was excellent, two different members of the front desk staff were not only rude, they were also not helpful at all. One woman acted completely disinterested at check in and an older man was just down right rude when I asked for assistance with a business center question. He basically pointed to some computers in the lobby and told me to figure it out on my own.
June 13, 2014
Rated 1 out of 5 by RMJ7777 A Carnival of Incompetency
I've tried to stay at this hotel on two separate occasions and must say that it is an absolute nightmare. Incompetent staff and a management that seems unwilling/unable to stand up to them and produce change. I would recommend sleeping in a back ally in Times Square before staying at this hotel!
October 18, 2013
Rated 5 out of 5 by MPBOS WE LOVED THIS HOTEL ......WE WILL BE BACK!!
We had a wonderful stay at this hotel-
The room was immaculate and the bed was extremely comfortable! The location was superb; only a short walk to the Museum of Modern Art, Rockefeller Center and Times Square! The front desk reception couldn't have been nicer-
We will be back soon...Thank you!!
December 14, 2011
Rated 4 out of 5 by theyankees3 The big apple
Overall we were very pleased with our experience . There was only one thing that I think should absolutely be mentioned that was very disappointing. We stayed on the club floor. My husband and I bought a bottle of wine so we could enjoy it in our room. We requested the male bartender to open the bottle for us and were told there would be a 25 dollar corkage fee. The bartender had a very nasty attitude. !!! Funny enough my husband then asked the concierge to give him a bottle opener and the gentleman said just ask the bartender and he will be more than happy to open it for you.
August 24, 2012
Rated 2 out of 5 by soxtr7 Great location
This hotel is in a great location, but the rooms are tiny. Our room was clean and newly renovated. The worst thing was that you had to pay $3.25 a bag to the bell hop to hold your luggage before and after check in/check out. Also if you arrive in a car there is no one to help you with your bags.
November 15, 2011
Rated 4 out of 5 by NunyaBeezWax Stayed Here Because Conference Was Hosted Here
I stayed here because I'd never been to NYC before and the conference I was attending was hosted at this hotel. The hotel was decent and the staff was friendly. It seems like a good location without being right in the middle of the Times Square crazy.
The two reasons I'm not giving glowing ratings are because one of the windows in my room would not close completely. It slid mostly closed but would not latch. A lot of noise came in from outside because of the non-latching window. The stinky garbage smell wafted in when everyone took their garbage to the curb in the evening. And the A/C had trouble keeping the room really cool (it was just adequate). The other reason is that they billed me for some kind of travel shaving kit at the time I checked in. I received an email copy of the estimated bill upon check-in and the shaving kit was already on there (but I didn't notice it at the time) before I'd even arrived at the room. When I compared the estimate for when I made the reservation with the estimate I received when I checked in and the final bill, I finally noticed it. I called to ask and was directed to a web site. Someone did call that afternoon and said they would remove the charge from my bill and email me an adjusted bill. It's been 3 days and I'm still waiting. So, the outward responsiveness of the staff seems to be for appearances only.
June 30, 2014
Rated 2 out of 5 by Unsatisfied15 Poor service culture
With the exception of the cleaning staff and conference facility management, the service culture in this property is abominable.
Arrived at 3:00 PM to find my room was not ready. Returned at 5:00 to learn that it still wasn't ready as the previous guest had a late checkout. problem was that no one checked the room to learn that the guest had departed (only then did the cleaning crew get started). I finally got in my room at 10:30 that night...
June 5, 2014
Rated 2 out of 5 by EB2014 The hotel is fine, but not distinctive in any way.
Our bathroom smelled heavily of urine. The shower tiles needed to be bleached and scrubbed. Dirty dishes that did not belong to me were sitting outside my room for a full day, even though we saw maid service in the rooms next door and across the hall when I checked in at 1:00 in the afternoon.
June 20, 2014
Rated 2 out of 5 by SassyTeacher1 Disappointed In New York
When I entered the hotel I was shocked and disappointed at the long line for registration. There was not enough staff available to handle the volume, even though the hotel was aware that there was a large convention coming into the hotel.
I found the sleeping quarters to be extremely small for the amount that we paid. I was very pleased with the cleanliness of the room and the availabilty of clean linens each day.
I found that the service in the resturant was excellent and the quality and variety of the food was good. I wish that the hours had been better for mid-day dining.
August 1, 2012
Rated 4 out of 5 by TikaLove 4 stars, good but....
We stayed for 5 nights in June. Location is great, staff is very professional with a couple of exceptions. The only issues we had were with the housekeepers in the morning. They started at about 8 and they were incredibly noisy. Slamming doors, vacuuming and talking very loudly to each other. Not cool. I'm on vacation and don't want to be rudely woken at an early hour. That being said..... Our first night there we went down to the HUDSON MARKET BURGER. We thought we should probably venture out of the hotel but we were glad we didn't. The service was fantastic and the food was amazing! We had calamari and I think it's the best I've ever had. The burgers were phenomenal! As I said, the service was really good. We didn't go down for the breakfast as I think $37 for a buffet is a bit steep. Go for dinner though, you won't be sorry. They aren't open for lunch. One other thorn at this Sheraton is that they charged us $4 per bag to hold our luggage. We have stayed at other hotels in NYC that did not do this. Didn't appreciate that. On the whole, the stay was good and I would recommend this place.
June 24, 2014
Rated 3 out of 5 by dutchman1 Great location, bad service
The location is great, rooms are comfortable. My mother visited NYC for a week with a friend while I had already paid for the stay. Upon arrival the check- in counter told her the bill had not been paid yet. This was repeated during several visits to the reception. The night before checkout it turned out it had been paid after all, nobody could explain what the mix-up was. Staff was generally unhelpfull in both this particular case and in general. Too many guests, personel not informed/understaffed?. Nice rooms. Could be a great hotel if service would have been more adequate
August 13, 2013
Rated 4 out of 5 by ronalsk Nice staff LOUD housekeepers
At check in i had a great experience. Years ago I was a SPG but my membership was no longer active, The guy who checked us in researched it and enrolled me again in a matter of seconds, then he asked the person who I was traveling with if he was a SPG and researched his account and made that active again too. He made us feel like a VIP. Rooms were great. The doors to the rooms need to be adjusted so they do not slam when people exit into the hallway. Each morning as soon as people left the hotel room you would hear doors slaming. There wa also an issue with the house keeping staff talking so lound in the hall that it would wake anyone up. Over all I would stay here again. Good location and value for the money.
September 21, 2012
Rated 2 out of 5 by bateswan Nightmare maid staff
My first night in the hotel set the tempo for my two week stay. The shower curtain smelled of mildew and the bath mat was already damp. Each day I had to request wash clothes, one day I was not given any and it took 50 minutes for the maid staff to bring the towels to my room. I complained to the hotel management twice and initially the maid staff ignored management; however, on the second complaint to the hotel management, the maid service improved. The second hotel manager thought giving me a complimentary bottle of wine would rectify the situation; however, I don't drink!
December 22, 2012
Rated 2 out of 5 by Carl11111111 What is Sheraton's edge?
The location is great, but otherwise the hotel has little extra and nothing that that you can't find anywhere else.
Negative: internet stability, pricing and speed (useless if you need to work - Sheraton: please understand that charging for internet is not the future...), room doors are far from sound proof (felt like people passing by were in your room) and showers are not designed for tall people and have poor water preassure.
There are other hotels with the same location - use them instead.
May 8, 2014
Rated 5 out of 5 by Fluffyiness Great location!
Hotel is clean & comfortable. My only complaint is that my reservation specified a room with 2 double beds. The beds in our room were NOT double beds, they were super singles.
June 24, 2014
Rated 5 out of 5 by PatriciaTX Guest Services needs to respond when promised callback
The location was suburb. However a personal belonging was left behind. When I contacted guest services, I was told I would get a callback within 24 hours and nothing.
June 24, 2014