Rated 5 out of 5 by Walley154 Anniversary Weekend
My wife and I decided to try NYC for our 5th wedding anniversary. After checking numerous websites we settled on the parking package at this hotel. WOW – what a great weekend in the “Big Apple.” The parking is on site, Times Square is a short walk away, Central Park is even closer. The Russian Tea room which is 2 short blocks from the hotel for our dinner. Slight problem with the in room t.v., but it was repaired in short order by maintenance. All in all a very nice experience and I’ll be signing up to become a Starwood Preferred Guest today!
January 21, 2013
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 5 out of 5 by JulieVP An Excellent Stay
Enjoyed a lovely stay at the Sheraton. I was attending a conference there. The conference organization was flawless and the hotel staff were both pleasant and efficient. Special thanks to hotel bar staff who not only found my glasses, but made the effort to track me down and return them to me. :)
June 27, 2014
Rated 2 out of 5 by Guest80 I would not recommend this hotel
I have stayed at this hotel once before for business and this was my second time. This time I was expecting it to be better than my first because I was the highest customer loyalty platinum rating. The room was dirty, there was female long hair in the sink and the tub when I checked in, I was put next to the ice machine (as a platinum member I should receive an upgrade), and the walls are paper thin. I was not able to sleep at all in this hotel.
To be fair and say something nice the housekeeping staff was polite and always said good morning.
October 21, 2012
Rated 3 out of 5 by Dan85 Hotel charges for packages sent to guests
I usually stay in Sheraton New York Times Square Hotel. I was surprised when two packages sent to the HOTEL was redirected to FEDEX. When retrieving the item I was charged $20 for the "handling" of those packages. That is not right! The package was sent to the hotel not to Fedex. If the hotel uses Fedex services this should not be charged at the guest expense. I get to travel around the world and this is the ONLY hotel that charged me to receive a package. I believe customers staying at the hotel should not have to pay for such silly things.
December 6, 2012
Rated 2 out of 5 by RM656 Room not well serviced
When we checked in, we realized that the room did not have a shower curtain and housekeeping had not provided wash clothes or hand towels. After repeated calls to guest services, we finally got them to install a shower curtain but we never got the towels.
Additionally, the walls between rooms seemed very thin -- we could hear it when the person next door sneezed!
When we checked out, we pointed out our issues to the person at the front desk, but he seemed like he couldn't have cared less that our experience was sub-par. He was obviously anxious to get us out of the way so he could take care of the next guest in line.
We will not stay here again even though we have Starwood points. We'd rather pay to stay somewhere else than stay here for free.
July 11, 2012
Rated 5 out of 5 by Tanya0802 Above & Beyond
The staff in this hotel was excellent! I had excellent service at the reception desk upon my arrival and all of my requests were granted with the exception of a room with a view.....there weren't any available. However, there was one individual that stood out above the rest, the Front Desk Bell Captain whom worked 1st shift provided so much insight on getting around the city....what to do, where to go, how to get there. He was just AWESOME! He helped my husband and I create memories for our 4th wedding anniversary that we'll never forget.
September 10, 2012
Rated 2 out of 5 by JC33 Chaos and not a good stay for Platinum Members
There is always chaos checking into this massive property, but this stay was particularly bad. The standard rooms are barely adequate (not even glass glasses to drink from) and this is just not a great property. Nothing terrible, but the weakest Starwood property in Midtown.
June 27, 2014
Rated 4 out of 5 by Maxwell301 After Extensive renovations, small things still count
Overall, we enjoyed our stay, though it started off a bit stressfully. During a holiday period, with massive crowds, the check-in desk, when we arrived, had two people working it. So, we waited in line for about 30 minutes. The manager, came out, apologized and extended some complimentary items. Very nicely handled.
The room design left no room for storage. Not a single drawer anywhere. Just a few small shelves. There were not even any hooks in the bathroom to hang towels or robes. There also needs to be a make-up mirror.
The guest lounge on the 44th fl, if one arrived early enough to get a seat, was a lovely place for breakfast with great views and a welcoming staff.
The hotel's location is excellent for sight-seeing and strolls in Central Park.
December 30, 2013
Rated 4 out of 5 by Grant22 Location & Great staff
Was in NY for three days to see broadway shows and catch up with friends. Outstanding location as Times Square and broadway were all walk able. Staff very responsive despite always being busy. Close to central park as well
June 30, 2014
Rated 5 out of 5 by LouRT Great stay near Times Square
Modern decor, tastefully decorated room, very comfortable. The front desk staff was welcoming and friendly and addressed a concern that I had with the room to my satisfaction. I would definitely stay here again because of its great location.
June 29, 2014
Rated 4 out of 5 by Srjl Nice hotel watch for checked bags
This was a great hotel for our stay in NYC for the Labor Day long weekend. I highly recommend using the tickets and tours desk as they were able to get us great tickets to a highly popular broadway show last minute without a huge mark up. The desk staff were also quite helpful in securing a black car for getting back to the airport at a cheaper rate than Über. The room was small but very clean and comfortable. The only surprise came at the end when we were charged 14 dollars to check our bags before we went home. This was really unacceptable given that I've never been charged to check bags at a Starwood property before and we weren't informed of the charger or that it was cash only until we picked our bags up. As a gold SPG member, I expect better.
September 2, 2013
Rated 1 out of 5 by Sienna This hotel has old features.
The bathroom was in a disgusting smell from shower curtain. The water pressure was low in a bathtub, so I showered long time. And drain was clogged in bathtub at first shower.
But hotel location is the greatest of great.
June 30, 2014
Rated 3 out of 5 by flvstr I'd like to take a shower please....
I have stayed at this hotel multiple times. The location is perfect. On a previous stay in April I had some really loud, partying neighbors until the lady in the room on the other side told them to quiet down at around 3:30 a.m.
On this trip something happened that has never happened before in any hotel I have been in......I went to take a shower and found out that there was no shower curtain! We called down to the desk and were told that someone would be right up. We waited approximately 45 minutes and then called again. We then had only a short wait until the shower curtain was brought up and hung! We will probably try again, but if there are any issues will switch to a different hotel next time as that will be 3 times in a row with a problem....
September 5, 2012
Rated 3 out of 5 by MW60 Trying, But Not Quite There
This hotel has so much turn over and it is so busy, it is hard to completely keep up with expectations. This hotel usually works well for me due to the proximity of where I need to be.
This trip, the shower had such low water pressure, you could barely shower. The clock on the night stand was not working, and there were a few cleanliness issues in the common areas.
I did not complain about it because I was there for only two nights. I am sure the staff would have done something if I mentioned this. Usually they are very accomadating.
May 21, 2013
Rated 4 out of 5 by Hitchhiker68 Overall convenience and prestige
Great location, right in between, at few blocks to Times Square and Central Park. There is a steady crowdness at the gate and lobby, as a consequence of huge capacity in a 50-floor-tall building. This confirms that you are in the dynamic and populated Manhattan, which is why you are there for.. If you look for a cosy, warm and silent piece of corner, it will not be the right choice for you. Despite the crowd, elevators are very effective (a speed of 2 floors/sec) and take you up to your room without any hassle. Staff helpful, an issue resolved fast enough.
We have preferred a club room with lounge facilities and we are well pleased. A nice Manhattan view and coffee & internet services available for 24 hrs. In my next stay in NYC, I may prefer again.
May 15, 2013
Rated 3 out of 5 by bambam To crowd
Lines to take elevator, to many groups of kids,loud,the kids walking shoeless ,runing lack of courtesy and bad maners from this groups, so it feel like a cheap place even though the rooms were perfect
June 30, 2014
Rated 4 out of 5 by MaggieE1 My stay @ the Sheraton
I enjoyed my stay at the Sheraton, room & service were good.
One feed back that you need to take into consideration" the mattress on the king size bed was uncomfortable!" I strongly suggest you add a pillow top to it to make it more comfortable to sleep on.
June 27, 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 3 out of 5 by LuvNY Great location,
This hotel has a great location between Times Square and Central Park. We had a wonderful time, and the hotel was very nice, but probably not what I would have expected. Considering the multi-million $ renovation, the hotel looked more "worn" that I had expected. We had several minor issues in our room with plumbing, wallpaper tears, etc. Rooms were not sound proof, and the noise you heard from people in the hall made you think they were actually in your room. Overall, we had a great experience, but the room needed a little attention!
April 8, 2013
Rated 2 out of 5 by GW02 Not Customer Friendly
When I arrived in the room, the room was dirty with hair on the floor and sink. Clock was broken. The restaurant only has an overpriced buffet for breakfast. The oatmeal tasted like water, and I didn't eat it, so I was charged $30 for fruit. When I objected, the staff showed obvious disdain. I tried to contact the management, and could not get a response. I left a comment card on the front desk and never heard from them. Nobody at this hotel cares about the customer. Stay somewhere that treats their customers with respect and dignity.
March 8, 2012
Rated 3 out of 5 by Renae13 Poor housekeeping
Disappointed in the housekeeping; staff simply changed towels, removed trash and re-made beds each day. No clean-up in bathroom/tub which was needed.
Disappointed that our room was obviously given away before our arrival and my husband had to sleep on the floor the first night.
Did enjoy use of the gym.
June 23, 2014
Rated 3 out of 5 by Expectans Refurbishment disappoints
I have been staying here for years and the location is still handy with the Subway to the main airports at the side and Visitor Information just over the road.
There is no longer a bath to soak in. The room looked small this time. Views can be super! Platinum upgrades still not encouraged. Clubroom breakfast and hors d'oevres were much less than before. I found it hard to cobble together a snack. Restaurant empty and uninviting. The Avenue was lovely when it was open. For all my lack of enthusiasm, I'm used to the place, I guess....
November 28, 2012
Rated 1 out of 5 by Ecuagirl Of all the SPG hotels I have stayed at, this is the worst.
My entire experience with this hotel was a complete and utter debacle. Starting with receiving an email a few days before my arrival saying I could upgrade to Club level. I immediately called the hotel's number listed on the email in order to take advantage of the offer emailed to me. After being transferred around multiple times and being put on hold and eventually disconnected multiple times, I was finally able to leave a message. I was later told that there was no upgrade available and there had not been any available for numerous months. Once I arrived, my check-in took nearly an hour to complete. The woman. The woman checking me in was very nice, but had no authority to do much and was constantly waiting on management. She said she would credit me a day for my inconvenience, but upon checkout, I was not given the credit, even though the same woman helped me and recalled saying it. She did not have the power to do so, once again. Once I was finally checked in, we were told to move the refrigerator from our previous room to the current room ourselves. I was told this by a manager. The room was constantly hot and never seemed to work correctly, I was promised extra towels my whole stay, yet only got the bare minimum. When I mentioned the lack of enjoyment during my stay I was promised better service, but nothing ever changed. I was given one breakfast to make my stay better. The breakfast was decent, but in no way made up for the lack of service. I understand that I was at the hotel during the NYCDA National convention, but I have stayed at many hotels during many conventions. Between dance competitions, Bar (attorney) conventions, I have never had such lack luster service. The staff themselves seemed very nice and very sorry for my poor experience, but they either had no authority, or their actions did not follow what was promised. I will never stay at this hotel again. There are many other choices in and around the same area that I have heard wonderful things about. Maybe if I had been the only one in this situation,I would give it another shot, but every single person in our group had a poor experience. It was almost as if the staff knew we had to stay there because of the dance convention and didn't care at all if we were comfortable or happy. In all honesty, the elevators were so slow , I could have easily stayed at any one of the hotels around the corner and been able to arrive at the convention in the same amount of time.
July 15, 2014
Rated 5 out of 5 by Ajenan Great hotel in a Great location!
Staff was very helpful and friendly! Great hotel in a great location.
July 4, 2014
Rated 5 out of 5 by Randy20 The Perfect Stay
From the minute we walked into the hotel everything was perfect. The front desk people were great and remember us from our last trip to New York. The club level facility is the best in New York. Again the staff saw my daughter and came right up to her and asked if she needed anything. Muhammad is just the best. Every morning he had what we like to eat ready for us. Muhammad should get a raise. The health club was very clean with great equipment and staff was so nice. We come to New York 7 times a year and the Sheraton is just great
January 3, 2013
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 JoeyCart Bathroom mildew
I had stayed over the hotel for 2 nights. One night working in town overnight by myself. The second night with my wife for a function. During the stay we noticed a large amount of mildew where the tub and tile meet on the wall and top of tub. This is unacceptable and should not have been an issue.
June 22, 2014
Rated 2 out of 5 by March25 Dissappointing on 7th Ave.
I requested no service in my room (save the environment, etc.) but returned to my room at 7 pm to find a used bottle of juice by the TV. I did not put it there. I called guest services to ask for it, to be removed, and for my garbage can to be emptied. I returned to my room at 9 pm, and called again to have it removed. No one came. I called guest services at 10pm and said I needed to go to sleep and so would put the garbage can and juice bottle outside the door.
The next morning when I left, the garbage was still there. I came back to the room around 11 am and the garbage was still there. There was something left outside another door down the hall. Clearly the housekeeping staff doesn't listen to Guest Services, and thinks it's acceptable to have garbage in the hallways.
March 27, 2014
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