Rated 5 out of 5 by PanPan Great location!
Great location. Friendly staff. Nice Executive lounge.
September 30, 2012
Rated 3 out of 5 by Laurie25 Majoring in Mediocrity
There was nothing terrible about our stay but lots of little annoyances that add up to wishing we had been somewhere else. Our king bed reservation turned into 2 doubles and the person who checked us in insisted they were 2 queens--which is why we took the room. She should have been better informed. She also knew nothing about the gold welcome amenity and had to ask someone else. Our room had a broken safe and we had to call for service on it twice which made us late for where we were going. I had lots of trouble with the computer in the lobby, and the set-up is such that everyone in that lobby can see what you're working on. That's flat out wrong. I even get the idea of creating more energy and connectedness in the lobby by putting the work stations there, but give people a little personal privacy when they're on the computer. And the elevators took too long. Too many people coming and going--like a factory. And finally, I can't believe they are still charging $10 a day for the fitness center. Come on people. If you have to charge, make this one of the gold amenities. I didn't need that free drink. I need a workout in the morning. I am a committed SPG member but I would only stay here with points, I would never pay to stay here.
May 1, 2012
Rated 1 out of 5 by Perry Unfriendly staff
Rooms were very small and the staff was unfriendly.
February 13, 2013
Rated 1 out of 5 by bart53 disgusting
bathroom sink didn't drain
mildew smell in bathroom
June 30, 2013
Rated 5 out of 5 by Mike0033 Great Location
Clean hotel located downtown New York City
April 27, 2014
Rated 2 out of 5 by Maxxx Not to Standard
Poor condition not fitting to be a five star hotel
August 25, 2013
Rated 1 out of 5 by AHF12 terrible
horrible experience from check in to check out
January 21, 2013
Rated 5 out of 5 by gorda wonderful location
very friendly Staff and helpful !!!!!
April 23, 2013
Rated 5 out of 5 by lsparra Like no other
Excellent location and service
November 11, 2013
Rated 1 out of 5 by Hakan77 Rude staff
Exceptionally rude staff.
May 12, 2013
Rated 3 out of 5 by travelgenius Less than normal experience
I have stayed at this hotel many times. This time was sub-par...when I arrived, refused to honor confirmed requests and lifetime gold status, saying they only give late check-out, entrance to club lounge to platinum as hotel is under different management. I ended up paying additional for access to club floor (had booked thru trade-show and club rooms sold-out; had called hotel to see if would give access to club at least); they did give me a room on the club floor when I paid the $25 additional per night; room was absolutely terrible with a hospitality room across and awful furnitue set-up; I was moved to another normal room that was fine; breakfast in the club was a mess next morning; dishes and used materials piled all over; food was pretty much delpeted and not being replaced; very little staffing...
The lounge that evening was good and breakfast next day had normal staffing that remembered me and service was up to expected.
The day after I checked in, I went to the front desk and was given a late check-out for the next day as normal with no issue at all.
Not sure what happened here, but the person I was traveling with was at the point of never coming back and we are longtime SPG members , have stayed here many, many times, and are both close to lifetime platinum.
February 20, 2014
Rated 1 out of 5 by Colleen1956 Disappointing
The hotel is mediocre with very poor staff response. We experienced zero assistance from the staff with printing boarding passes, dirty dishes left in the hallways for our entire 4 day stay (requests to staff to address this went unanswered or attended), , messages for the concierge were never returned, uncomfortable beds & pillows, room / maid cleaning of the room was hardly more than changing the towels, check in / front desk was less than efficient or helpful. The only staff that appeared to be well trained and cared about their jobs was the front door guys. They were delightful. I would NOT recommend this hotel nor would I make a return visit.
July 2, 2014
Rated 3 out of 5 by SPGgold1000 Disappointing service
I come up to New York City about 5 times a year and generally this is my hotel of choice because the rooms are spacious by Manhattan standards, the rooms are generally reasonably priced, and I've been an SPG Gold member for several years now. This past visit on Saturday during the check-in process was the most unpleasant experience I've had in my 20 years of traveling. I dealt with three staff at the SPG Gold/Platinum line that although superficially professional, were either uncaring or somewhat rude. Saturday morning there was a long downpour in New York and many people were getting off cruises. My elderly parents who were traveling with me were wet and tired because it was hard to get a taxi to the hotel that morning. I had asked for an early check-in earlier in the week because I was reached out to be a service representative earlier in the week by e-mail. There were no rooms with double beds available at 11:40am when I first inquired. I asked for an estimate from the gentleman at the desk and he said he wouldn't be able to get me one but took down my cell phone number. It appeared that 20 minutes later he was taking his lunch break and at 12:40, I asked another SPG representative. She looked me up in the computer and said there weren't any rooms available. By 1pm, I had noticed that many people that were non-SPG members were getting rooms-- and perhaps these were rooms with single beds, but at no time during my 1.5 hours of waiting, did I see any effort being made to contact housekeeping to see if a room could be made available. There was another incident when I finally could check in that was customer unfriendly which didn't matter which I found very appalling whether I was an SPG member or not. I'm seriously thinking that the benefits of SPG are no longer worth it and that my SPG credit card might not be renewed this next time around. My overall rating for this stay would only be 1 star but I am giving the hotel 3 stars because past stays have been pleasant-- but this sort of treatment does color one's opinion of the hotel. It appears that some additional time is needed in staff training in customer service. The third representative did give me 500 additional Starwood points which I did not ask for, but elite customer service on the front end instead of attempted service recovery on the back end should be the standard.
October 6, 2014
Rated 3 out of 5 by Arruda Great localization, but too busy
The hotel it is right there,upper part of theTimes Square, very close to Central Park, 52nd St and 6th Ave / Broadway. Daily rates are also fair - considering NYC is a very expensive place. However, this Sheraton is one of those big hotels, hundreds of rooms, fully booked, people walking all over. If you like some privacy, that would be a probleml. If you don´t mind, it is a good choice. The only bad experience is that check out is @ noon, the majority of the international flights departs in the evening, but the hotel charges $4.00/piece, no matter if it is a big luggage or a small handbag, no matter if it is for 15 minutes or 7 hours.
August 6, 2014
Rated 3 out of 5 by Hondo Adequate plus
I appreciate the new look of the property but find the hotel to be increasingly corporate and impersonal. The lobby is always crowded, noisy and busy (I guess that's good if you're the operator) and finding a place to sit in the bar area is nearly impossible. Squeezing the Link into the same area has made it even more congested so I always have appreciated having access to the 44th floor concierge lounge. Unfortunately, the remodeling of that space has made it far less appealing.
That lounge feels cramped and has extremely poor layout for access to food. The loss of the long and more gracious entry leaves a bottleneck at the front door and chaos with even modest crowds. Thomas and Muhammad are the bright spots with their remarkable memory for guests and outstanding customer service. The furniture, though, is awful, especially the two seater tables under which feet don't fit.
The rooms are fine...though as a Platinum, I haven't had a suite upgrade in years. I appreciated the welcoming email from a manager, but she had me incorrectly identified as a Gold SPG, not Platinum.
So, overall, the property is 'functional', but with the loss of the unique 44th check in option, the degradation of the concierge lounge and the lobby mess, I'm inclined to finally move to another property (likely still Starwood) for my next NYC visit.
December 14, 2011
Rated 3 out of 5 by Raj99 Solid Hotel - No Frills
Hotel is good but nothing to get excited about. I stay here often - kind of go to hotel. Relatively reasonable price and rooms are descent size, like the club lounge, etc.. But don't expect too much personal treatment or surprises as it really is a high volume establishment.
Couple of issue to point out for mgmt / others to be aware:
- Front desk is very stingy with platinum upgrades. I have been to this hotel several dozen times and they always claim to be booked up. This time they said they upgraded me but it was the same upgrade I paid for with my points already. And this was after a 5 minute discussion the front desk staff had with the "mgr" in the back room...so I know there was something available or they would not have bothered to go ask the mgr.
- Breakfast buffet is a bit pricey given there is no made-to-order items...well except for the waffles that you make yourself. Fruit was good. A few tasty pre-made items. This really should be beefed up for 30/person.
- The doorman kind of irritated my this trip too. I was with my family and we needed a taxi to go to the airport. They took me out the side door (warning!) where they had a large black SUV that pulled up. As many of you know what this means... you know they should ask if I want a taxi or a limo but they were just going to put me in it for $45 vs. $30 by taxi meter. And the limo guy claiming he charges same as taxi. I know these doormen are all tipped by the drivers and this is frankly inappropriate.
August 4, 2014
Rated 3 out of 5 by Lawrence46 Great location, poor service
We visited NYC for a three day weekend before Christmas. The positives: the room was updated, clean and nice. Housekeeping service was prompt and courteous. The negatives (and what would keep me from staying here again): Check in was a disaster. We arrived at 3pm on a Friday and the line to check in snaked around the lobby with only 3-4 cashiers. We waited 20 minutes, and the line barely moved, so we decided to check our bags and come back later. We were charged $4.00 per bag to check our luggage. Reprehensible! When we returned to check in 2 hours later, we waited 40 minutes. At the same time, there was a private party waiting in a line to be let into the conference room and the line blocked the access to baggage check. There were 4 employees in the baggage check area at the time we retrieved our bags and not one offered to assist us with our bags to our room. Of course, a bell man was nowhere to be found. We had a similar experience at check out. We had a late flight, and I waited 25 minutes to check my bags and leave for the day. Upon returning, same thing. 20 minute wait to retrieve our bags, at $4.00 per bag. While I understand the hotel has a large amount of rooms, the welcome, check in and bag claim situation is unacceptable. More staff and better facilites to service guests could easily address an otherwise disappointing situation.
December 26, 2013
Rated 2 out of 5 by Nick13 Rooms get a facelift; experience still average
I stay at the Sheraton Times Square for the location when traveling to NYC for work and pleasure. I'm rarely recognized as a Platinum member at the desk and even when I ask for a room on a designated SPG floor -- for this week's stay and a previous stay -- I am not accommodated. One bright spot: Muhammad in the Club Room has a sharp memory and warm welcome for me and my family every time he sees me. It nearly makes up for an average stay that should be exceptional. Pros: great beds. Great internet connection.Club Room. Pros: not all outlets work for devices; in-room safe broken, bathroom sink faucets leak, weak water pressure in shower.
May 16, 2014
Rated 2 out of 5 by Jill55 Poor check in experience
I've never had such a poor check in experience. As a Platinum member I've had easy experiences getting checked in quickly and with a high level of service. When I arrived at the hotel on Saturday at 8pm, the lobby was filled with guests waiting to check in. There were no front desk agents at the SPG preferred check in desk for at least 5 minutes. There were only a few agents working the regular check in line. And the service was extremely slow. There weren't any managers walking around the lobby to apologize to the guests for the delay or offer them water while they wait. Nothing. People had to ask the managers walking around what is going on and if they could get more front desk agents to help.
When we finally got to the counter we were told that our room wasn't ready. At 8pm this is not acceptable. The good part was that they offered us a complimentary dinner to compensate for the room not being ready. This was a great perk. I went back to check in after a good meal at the burger bar, but then found out I had not been upgraded to a bigger room (every other Starwood hotel has upgraded me because of my Platinum status). It was probably because the hotel was so packed, but I just didn't feel like a VIP at that point.
The room itself was tiny, and the bathroom smelled like someone had just used it. The shower was dripping all night. I won't be coming here again.
August 22, 2012
Rated 5 out of 5 by Cricket3o3 This hotel met all my needs, A+ for cusotmer service!
I was pleasantly surprised with this hotel. It was clean, updated, great work out area and most importantly the staff was excellent. Our cleaning lady Mrs. Enriqueta Newman was the epitome of GREAT customer service!! She assisted us while we were at the hotel and took care of our requests immediately. The room was clean, it was set up efficiently and the complimentry Starbucks coffee and Earl Grey tea was a PLUS! We liked the location near Radio City Music hall which is right around the corner and Times Square which is a few blocks down the street. Easy walk to subway/train/bus transportation and/or if you prefer a cab there were tons of them. The hotel lobby and bar were quite nice. Room service was quick, approximately 30 minutes to arrive (they met the time provided to us when we ordered) and the food was excellent; we arrived late and ordered a cheesburger, Reuben, salad and Calamari ...it arrived hot not cold!! In addition, I had an opportunity to meet the manager while checking out, she was informative, professional and happily took my commendation for the associate that checked us in. He was very informative and helpful with all of our questions. He informed us of all the hotels amenities as well as recommendations for site seeing. We loved our stay at this hotel and will most definitiely return and/or recommend it to my family or friends! Good job Sheraton staff!
February 25, 2014
Rated 2 out of 5 by DocLove Only good if you are paying a cheap rate
This is a value hotel in NYC for the Starwood brand so if you don't get a rate cheap rate you will be very disappointed most likely
I've stayed here many times when I needed a cheap alternative and most other hotels were too pricey. The lobby is always packed and not always the best element hanging around there i.e. (been propositioned many times).
The renovated rooms are ok the lobby is always packed with tours who get good group rates - a bit of a zoo.
November 11, 2011
Rated 4 out of 5 by MOMAVisitor Decent hotel, good location, poorly managed
We stayed one night. The hotel is in a great location, and the prices are decent. The buffet breakfast was good, too, albeit a but expensive; if you have the option, get the buffet included with your room. The room was small but adequate, nicely decorated, and the view was decent from the 24th floor. Poor bathroom lighting except in the shower itself.
Now for the bad: The staff was completely overwhelmed on both days. Checking in tool almost 45 minutes, most of which was spent waiting in line. Checking out, we opted for the express check-out, then had to wait over 45 minutes for the garage to bring our car down. The parking rate is insane, and for the money I expected my car to be available much faster. The doors do a horrible job insulating sound; we were awoken every time anyone walked down the hall (at one point, it sounded like there was a party in the hall) or got ice. Granted, some of the noise may have been luck-of-the-draw, and we just were "lucky" enough to get a bad floor/room, but better doors would really help.
Also, as an SPG member, I was disappointed by the fact that my membership wasn't recognized, nor did it get me any advantages. Not sure I see the point to all the SPG points I've accumulated, or the loyalty I've shown to the chain over the years.
I'd still consider staying at the hotel again, but my expectations certainly won't be as high next time.
March 4, 2013
Rated 3 out of 5 by lacey1 great hotel bust dont forget somethingo ug
Went to this hotel with my daughter to see the sights of new York. Great location and enjoyed the stay. the only negative thing I can say is don't forget something at the hotel I realized once I got home I left my camera charger pulled into the outlet in my hotel room called to inform them of it. I had to call serveral times to find out if they found it. To this date I have not heard from the hotel I had to replace the charger which was 79 for the battery and then another 80 for the charger. Very expensive. It would have been cheaper to buy a new camera but it was my daughter's very disappointed in the customer service I receieved or lack there of.
September 27, 2013
Rated 2 out of 5 by JohnJoe No SPG Recognition At This Hotel
For my very first business trip to New York City, I I decided to choose this property based on my Platinum SPG status and the benefits that accompany that status.
This was a big mistake. I received minimal to no recognition at this property, being told there were "no upgrades available". I decided to "test" this by later looking for a new booking (after I had checked in) and discovered there were numerous upgrade rooms available for the night I was staying.
For my next business trip to New York City, I will definitely avoid this property. If you are a SPG member with Platinum status, don't expect to get any benefits from staying at this property.
January 4, 2012
Rated 3 out of 5 by MoveOn1 Time Square
First Time in New York so my expectations were big.... I was disappointed. Our room was nice you could clearly see it had been re-done with new carpet, furniture, drapes etc. but the surroundings were old, very small... and not worth the extremely high price we paid nearly 900.00 for 2/night stay. We also stood in line to check in/out for over 1 hour. People every where, crowded, no assistance obtaning cab out front which should be the norm in a place like this. I will never return to this Hotel.. I recommend looking around. The bed was beautiful but very very hard and uncomfortable..... I felt sick after paying my bill.................
October 25, 2012
Rated 4 out of 5 by zmort Pricey, but ok
My wife and I were celebrating our 10 year wedding anniversary. Our room was upgraded to the club level, which was nice. We had complimentary champagne delivered to our room (despite the fact that it was noted in the comments and I told the staff at check in that we didn't drink. So the cleaning lady got a free bottle I guess...). The hotel concierge was great! They recommended excellent restaurants in the area for us.
The room seemed to be very small and not a lot of room to move around in, but overall it was fine.
My only complaint was the doors to the room shut EXTREMELY LOUD. Not a pleasant thing to be woken up by in the wee hours of the morning.
June 23, 2014
Rated 1 out of 5 by SuzyB Honeymoon luxury turned into disaster
I booked the Sheraton hotel for a four night stay for our honeymoon from the 28th April to 2nd May. After a long flight from the UK we arrived to the hotel. Everything was perfect.
We were checked into the hotel by a very friendly receptionist called Nicole who was very efficient. To our amazement she very kindly upgraded us to a superior room as we were on our honeymoon. She also told us that she would include complimentary breakfast for the whole stay which we were absolutely delighted with as with the expense of a wedding and a honeymoon to pay for we could not have afforded the $60 a day for breakfast for the two of us. Our room was great and cleaned every day. We went for breakfast every day and signed every day. On every receipt it stated complimentary and we double checked with staff. On check out our bill was delivered to our room and stated a $0 charge.
So on our return to the UK two weeks later we received a credit card bill from the Sheraton hotel charged for breakfast. This was a huge shock as we had been informed this was complimentary. This is not a small amount of money and something that we would not have had if we believed it was then going to be charged anyway. We certainly would not have given the receptionist a large tip for being so kind, as we now feel that this has also been unfairly taken from us. We have contacted the hotel twice by e mail over the past two weeks and still had no response. And am hoping that someone will get back to me as this has not been a good start to our married life.
May 31, 2013
Rated 5 out of 5 by WH1958 BEST EXPERIENCE !!!
Staying at the Sheraton Times Square has become a refuge for me in the city of NYC. The front desk managers know me and check me in often before I even arrive in front of the front desk clerk and then usher me up to my room or suite. The club floor is amazingly lovely with some of the best views of nyc and delicious breakfast and happy hour. it has the best coffee in NYC and no need to go to Starbucks as I make my own sugarfree vanilla lattes! This last time, I had a huge suite on a higher floor. It is probably the nicest hotel room I have had in NYC. I could live there and would never get an apartment in NYC because I have THE SHERATON TIMES SQUARE AS MY HOME.
October 14, 2014
Rated 1 out of 5 by JRV1956 Horrible hotel
This is a horrible hotel. On my first morning , a Monday, with no advance notice the hotel cut off the hot water to upgrade their system (not for any emergency) from midnight until about 10 a.m. This caused me to miss a meeting that I flew to NYC to attend. Then, at 3:30 a.m. the next morning they did a voluntary TEST of their alarm system, causing us and many others to run down 11 flights of stairs in our nightclothes. Then, the next night the alarm went off AGAIN, at 1;30. Further, the elevators are absurdly slow, and the food is below average for a luxury hotel, but everything is expensive. I strongly advise staying somewhere else.
May 23, 2014
Rated 2 out of 5 by NiJaLa Meets expectations for location but...
I travel with SPG-branded hotels in Asia for work relatively frequently. The hotel meets expectations with regards to location in manhattan. Unfortunately, noise pollution; failure to clearly disclose fees; and questionable service trade-offs puts a permanent blemish on the experience.
We stayed in a corner room facing seventh avenue and could clearly hear not only the hallway but also conversation from the next room. Investment in sound dampening would have been much appreciated.
If its raining - I am used to the hotel providing umbrellas. This hotel instead asked me to purchase one from a street vendor for $5.
Regarding fees, we were given toothbrushes / toothpaste at check-in when we asked the front desk. No one mentioned that the hotel charged $4+ until they showed up as an obscure line item on the final bill.
Finally, the hotel does not provide a complimentary baggage check service to guests who remain in the area after noon- checkout. Management refer people to a $3.75-a-bag vendor service in the same hotel.
Why the Sheraton would choose to add fees for basic service items on a $300+ USD per night hotel room is not clear to me. I do think that had a brochure of fees been available at check-in, it would be easier to swallow. Unfortunately they do not.
As such, I can only take the low-road and infer the hotel is trying to maximize profit instead of loyalty from its customers. As such, I can not recommend this hotel to other guests looking to stay in the times square area without the above warnings.
December 25, 2012