Rated 2 out of 5 by NYCS In need of improvement
Black mold growing in sink and shower caulk
Shower curtain liner was missing
Conference area bathroom handsoap dispensers were empty
Elevators are slow to arrive when called
Elevators are loud, windy, and feel like they are falling too fast
Several elevator buttons were broken
Not clear what floor you are on when you get off the elevator
November 14, 2013
Rated 1 out of 5 by Richard27 Hotel was overbooked
When I tried to check in, the hotel said there were no rooms available because airline crews had not yet checked out. I've heard this excuse before, but to me, it's inexcusable. If you promise someone a room by checkin time, it should be there. As was, I had to go wait in the restaurant for two hours before my rooms was finally rady around 8pm.
May 21, 2013
Rated 4 out of 5 by TFITZ My local favorite let me down.
I often stay in this hotel on business. Last week I checked in around midnight and a the front desk attendant stated the hotel would be without hot water until 6:00am the following morning. This was a bit inconvenient, but I waited until 7:00a to try and shower. We still had no hot water. I eventually had to give up and endure the pain of an ice-cold shower so that I could go to work. The hotel staff never acknowledged that they failed to provide hot water at a reasonable time, blaming it on the city. The rest of the week was a normal quality stay. I was just surprised regarding the hotel staff's attitude regarding the pain of having to shower with ice water.
May 26, 2014
Rated 4 out of 5 by Xraydonnie stored baggage
I had a wonderful weekend with your hotel.
It ended with a tired traveler having to wait 25 minutes to pick up his suitcase and clothing from the area. For a 4 Star Hotel this is a minor issue with proper planning can remenedy. We were a group of 630 members from 1199 SEIU. We have used your facility for yours. A reply would be appreciated.
March 6, 2013
Rated 5 out of 5 by Maureen129 Convenient location, large rooms
We really took advantage of the hotels location to many of the great sites in New York. Our room was a generous size not what we expected at all. Any staff we dealt with were always polite & helpful.
July 26, 2014
Rated 1 out of 5 by SEAcitizen Extremely bad service
Had an unpleasant stay at the hotel. The staff in this hotel in general are rude and do not care about providing service.
Many things went wrong during our stay: (1) An assistant director never returned emails after promising to looking into a matter. (2) The room service just simply said 'Sir, you can expect us at least 45 minutes to send you fork and knife since that's how long it takes to deliver food here'. I guess the staff cannot think out of the box and figure out a way to deliver fork and knife in a faster way! (3) Mini bar charges mysteriously showed up on my bill. (4) Mysterious charges appeared in my credit card statement a week after I checked out beyond the charges which I already paid when I checked out.
It seems like the hotel is all about making money, but do not care about actually providing proper service. Definitely will not come back to this hotel. But first, I still need to waste time to get the mysterious charges reversed.
December 25, 2012
Rated 5 out of 5 by NYBeela Simply Amazing!
My girlfriends and I had been planning a NY trip for the past few months, and our stay at the Sheraton New York was the icing on the proverbial cake.
The check in was quick, everything explained in detail, an adjustment made on the reservation with no issue, and a special delight when we returned from our first day of shopping: cheesecake, chocolate covered strawberries, and a nice bottle :-)
Lando in the restaurant became our friend and was incredibly attentive every morning for brunch. Every single member of the concierge team went over and above! Not only did they recommend fabulous restaurants, they gave us directions, helped us book tickets, and made sure all our needs were met.
The room was beautiful with a king size bed, and a separate area to relax. The views from the 3 windows were amazing! The location is great as it was a short walk to Times Square and Macy's, and the subway was right out the door.
I will definitely stay here again!
November 13, 2012
Rated 1 out of 5 by jomayo Renovations
I stayed at this hotel for three nights. I was put in a room where there was known renovations neaby and I was never told of the renovations. The person who tended to my room during my stay chose not to replace any of the amenities, but for the towels; i.e., body lotion, coffee creamer, etc. I will not be staying at this location again.
February 1, 2013
Rated 5 out of 5 by Nem170167 Fantastic!!
We stayed at the hotel in april. I can't say enough positive about this hotel and the staff! It was our first time to New York but unfortunaly our stay didn't turn out as expected as I had to go to the hospital for three days. The big guy in the Fitness (with a brooken arm) and the guy who helped me with massage I can't thank them enough for their help. And the manager (Kenny) who helped my wife and me when we had to stay in New York for two more days than we had planed was super! The location of the hotel is perfect, right in the heart of Manhattan. We stayed in the club floor which was fabulous! The club lounge was incredible. The room was clean and we had a great view down 7th Avenue. The beds are very comfy.
Our hope is to return to New York next year and no doubt we will stay at The Sheraton Hotel & Towers and hopefully we will see more of New York next time....I can't recommend the Presperterian Hospital (the emergency) it was three days in he..
May 2, 2012
Rated 1 out of 5 by Worstno1 Worst Sheraton I have ever stayed
Everything seems to me the worst among the worst except for the gym and the location of this hotel. This was my 4th or 5th stay and would have been my last time. Simply failed in every category; especially coming from a Lifetime Platinum member's perspective. Even the lounge was the worst among all hotels I have stayed.
December 27, 2013
Rated 5 out of 5 by Clay13 good time
it work for me and my wife
like late check out.
April 19, 2014
Rated 4 out of 5 by ruffian72 Lauren Stich
There should be a 24-hour coffee shop located inside the hotel so guests don't have to search elsewhere any time of the day for either breakfast, lunch or dinner -- or snacks.
July 26, 2014
Rated 4 out of 5 by Sova Club floor excellent
The personnel, ability and friendliness and the quality of the food was excellent.
April 17, 2014
Rated 5 out of 5 by Kmsellars WOW....SMH
I stayed at the Sheraton Time square for 18 days; first I was told complimentary water would be in my room...NEVER happen.. Not a problem had a couple of cases because we were there attending a national dance competition. Now after my stay I was billed for smoking. Not only am i angry I am quite annoyed NO one in the room smokes...NOONE. check your housekeeper..Half the time she never left any wash cloths. Now Im truly disappointed.
July 18, 2014
Rated 4 out of 5 by DDTay Typical New York customer service
Great hotel. great location. Poor customer service but I've come to expect it from Starwood hotels in NYC. Want water? None in room but you can get some from the Club Level. Just don't go when the bar is open because "contractually" (as the manager put it) they are unable to hand you a bottle of water when the bar open in the lounge. They must pour it and hand it to you. So, if anyone else in your room wants a drink of water they must also go to the lounge. Why a hotel would enter into a "contract" that frustrates the very definition of "hospitality" is beyond me. If you wish to speak with anyone, don't bother to call the front desk and ask for a manager. They never answer. It took a trip and wait in line to get to speak with someone who then promptly had water delivered to our room. Sad but true. All this for basic amenities that you would expect at a much cheaper hotel. Beautiful hotel, great location, stupid policies on basic amenities that Platinums should have anyway.
December 16, 2013
Rated 5 out of 5 by Brooxh Great hotel, great location
This is a large hotel in the middle of NYC. I have stayed here multiple times and always enjoy it here. The location is great for both business and pleasure visits, and the hotel has been great at recognizing my SPG status.
The SPG lounge is comfortable and has a great view. I enjoy relaxing there whenever I have time.
June 24, 2013
Rated 4 out of 5 by J7871 beautiful hotel
I am completely disappointed to find out that I will not receive ANY SPG points because I booked under a group rate. I stayed for 7 nights and spent almost $2000 and will get 0 credit. Funnies thing is that the day before I checked in, the hotel was advertising a rate BELOW the "group discount rate" I was paying.
July 23, 2014
Rated 5 out of 5 by Luis3 Cost of International Calls
Unnacceptabel and very disapointing be charged 36 dolars/min for a intern call. I paid + 378 dolars for 11/12 calls. A recepcionist after my complain dropped from + 500 dolars. To to pay for it at this price means no respect at all for the customer and means a complete lack of good sense to charge failrly any service .
May 10, 2013
Rated 5 out of 5 by Jukebox Great location and well appointed
We were checked into the hotel very quickly, and soon began exploring the city. The proximity to Times Square, Broadway and Central Park were all excellent. It was also quite exciting having ex President Clinton, Hilary Clinton and Mitt Romney in the hotel during our stay. We would definately stay at this hotel again!
October 1, 2012
Rated 5 out of 5 by carolynmw Girls Vacation
The Sheraton met all our expectations.
The rooms were very nice, clean and comfortable, they are a little small, but we were just there to sleep. It is just a few blocks from Time Square. We would stay here again.
July 25, 2014
Rated 1 out of 5 by Tara28 Horrible Customer Service
Upon checking in at 7am, the desk clerk assumed that I had stayed the night before or going to stay one day. Did not give me a chance to tell her that I just arrived and checking in for 7 nights. Air condition was not cooling properly, complained about this 2 to 3 times. Not sure if it was fixed because there was no follow up calls or note left stating that it was fixed. I had to put the a/c down to 65 degrees to get air. Doing this can freeze the compressor but I had no choice. No offer to transfer to another room. On the day of checkout, I asked if I can have an extra hour in the room. The first question to me was "are you a platinum member", which I replied "no, but I am a Starwood owner". Here is the answer that I received "we are sold out". I wasn't asking for an entire day, just an hour. This is how they treat their owners.
July 16, 2014
Rated 5 out of 5 by CalGoldenBear I am always pleased with service and SPG Recognition
I have been staying here on multiple occasions each year for quite some time, and am always pleased with the service. I often arrive early in the day, and was very impressed on my last visit by how quickly they found a great room for me at 9 AM after a sold out night.
Kudos and thanks...see you again in January!
October 10, 2012
Rated 5 out of 5 by PublishingProfessional Perfect Stay
I was recently in NYC for an overnight and found the Sheraton Times Square to be one of the most beautiful places that I've stayed at.
It was meticulously clean and the food at the hotel restaurant was wonderful.
The staff was responsive to any questions I had and I look forward to booking another room very soon.
January 19, 2013
Rated 5 out of 5 by Montie This hotel met all my needs and more
I won the weekend at the Sheraton and I was more than satisfied . There was a nice welcome tray in the room with wine. The meals I ate at the hotel were very good. Everyone was always friendly and provided answers to any questions. Chef Craig was extremely helpful. The room was very clean and help was friendly.
December 6, 2012
Rated 2 out of 5 by BirthdayGirl2013 This hotel lacks the basic benefits of other hotels
The hotel had no free wifi and did not offer it in your room. I had to pay for internet use in lower level business center just to print out my train ticket. The club lounge food was not good and very limited selection. The rooms are extremely small. To get a larger room had to be placed in a handicap room.
September 30, 2013
Rated 4 out of 5 by MawWorkman Sheraton New York
With the number of hotel choices in New York, I chose the Sheraton New York becuase of the staff. There is Tommy, Momhad and team in the club; Gary to hail you a cab; Matthew, Joy and Cynthia at the front desk, Ernesto in the resturant, and many others that will make your stay in New York a wonderful experience. Thank you all for the wonderful service every week!
July 21, 2014
Rated 4 out of 5 by Ivar Good hotel
Good hotel with on location.
July 27, 2014
Rated 5 out of 5 by BeckyF Great Service, Friendly Staff
With the little time we did spend at the hotel it was a very enjoyable time. We ordered room service and it came in half the time they quoted which was amazing and the server was very friendly! We had dinner and breakfast in the restaurant at the hotel, the service was very good and the food was good too..
October 4, 2012
Rated 3 out of 5 by travelmomma confirmed room not available upon checkin
Arrived about 6pm-my confirmed room(2 doubles)was not available told to come back in couple of hours-then told had to take a king room with chaise for my family of 4-husband had to sleep on chaise-very uncomfortable-stayed here in past and loved it but unacceptable that confirmed room was not available.
July 23, 2014
Rated 5 out of 5 by kk1711 Great location
The hotel is in a great location. The rooms were clean and standard size. The staff was friendly.
April 8, 2014