Rated 4 out of 5 by Maramarc my experience
Overall I had a good experience at the hotel. The location is great. The room was small but they managed to use the space very well. My biggest complaint was we asked if the room could be cleaned after 5pm. We had been to the parade that morning and the room had not been cleaned. So when we we got back we rested that afternoon and left for dinner at 5. When we returned at Midnight the room was not cleaned, the beds not made and we had to call room service just to get extra towels.
November 29, 2014
Rated 5 out of 5 by dads1961 An example of a great hotel
Sheraton hotel and towers Times Square is ideally situated in the heart of New York city Times Square. This is a elegant well renovated 5 star hotel. I have been coming here for years. The reason is the excellent customer care we have received from the front desk staff, to room service, the club lounge, the door men. Everyone ensures you receive only the very best of care. Our business is valued and appreciated. This hotel truly cares for their guests.
December 1, 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 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
Rated 5 out of 5 by Sophieck Excellent Hotel in NYC
This was a great hotel to stay in. The location is fantastic, just a few blocks from Times Square and a few blocks from Central Park. You can pretty much walk anywhere from here. The hotel was clean and comfortable and the bartender makes a mean margarita!
The best feature of this hotel was the staff. Everyone was so friendly and accomodating even though it was extremely busy, there were enough people on hand with always a friendly face.
The concierge desk staff were exceptional and very helpful. They guided us to some gems of restaraunts, off the beaten track that we never would have discovered without their personal knowledge. Keep up the great work, we'll be back!
August 8, 2012
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 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 2 out of 5 by MadameV Lack of Gratitude and Hospitality
My wife checked into your hotel 12/8, my son and dau in law checking in 12/10, we have stayed at your hotel as a family many times and my wife has stayed there during visits to nYC. We have stayed in Sheraton JFK, Sheraton London in Knightsbridge, and at Heathrow. We currently have a reservation at JFK for 15th. Yet, when my wife asks for an upgrade to access the club floor she is denied. Our gold status doesn't cut it. There are many choices of hotels around the world. I feel your policy makes no sense, and it shows no gratitude for our loyalty. I am arriving in town on Thursday and we will not stay at the Sheraton. My son will complete his stay, but that will be it for our patronage. I will also consider cancelling our JFK reservation. If you had absolutely no capacity to grant anyone a club floor pass, I could understand that. But, I don't understand the indignity. I see that you have had negative feedback about your service to other gold members.
December 9, 2014
Rated 3 out of 5 by TP2012 Nice Room, Great Location, Front Desk not
Overall the hotel was nice, clean and comfortable rooms. It also has a great location. I was very disappointed that our room was not ready until over two hours after the 4 pm check in time. After a long day of travel this was unacceptable. There was no apology and the check in staff was contrite and unsympathetic. Also, upon check out we called the front desk with a question on our bill and was told we could not be helped until management came in later. Another thing is there were a lot of teenage travel groups in the lobby our entire stay which made it crowded and uncomfortable. We were happy with the room accommodations, but not with the service from the front desk.
July 15, 2012
Rated 3 out of 5 by DavidandJon A retreat - Not so much
If you are looking for a place to relax while looking down on Times Square don't plan on sitting in the club lounge here, as this lounge was packed. We didn't even bother to go there for breakfast. The hotel accomodates over 1700 rooms, so this maybe the reason why the lounge felt like a zoo. Far from Sheraton's "Retreat". We had issues with check-in as housekeeping was still cleaning rooms at 7:15pm, but Adam the Room Controller did try his best to help through the situation, thanks Adam. Overall our NYC visit was great, but the Sheraton at Times Square needs to manage housekeeping and room control a little better.
August 26, 2013
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 2 out of 5 Dated, Noisy and far below expectations
I stay in NYC almost every week. This time my wife wanted to come along so I thought booking into the Sheraton would be a nice upgrade from many of the slightly lower rated hotels I normally stay at near Chelsea. The Sheraton was allegedly recently remodeled. I found the room to have a dated feel, very poor fit-n-finish and worst of all it was incredibly noisy. We could hear entire conversations from guests on both sides of our room (and they certainly were not shouting). This was even on a club level floor. In summary, for the money and the other reviews, I expected so much more. I would not recommend this hotel.
October 20, 2012
Rated 2 out of 5 by PlatinumandLoyal Disappointing
I checked in Friday at 1230pm. After requesting an early arrival, was greeted by a 20 person line at the PLATINUM counter. Once checking in, there was no room available and I was told to check my bags. The line to check bags was across the lobby. 35 minutes later, I had checked bags. When I got back, it took 15 minutes in line to claim my bags. In general, the service level was completely unacceptable for a REGULAR guest, let alone a LIFETIME PLATINUM. Not only will I not recommend this hotel, I have already told others that this is a lousy SERVICE property.. Otherwise, the property was fine. The rooms were clean.
November 14, 2012
Rated 5 out of 5 by jeb79 Great location
Very good location for the holidays. Our room was on the 21st floor. We had a very good view. The view from the street was quite nice despite it being such a busy time post Thanksgiving Day. I wish the beds were softer. A bit too firm for my taste. The stay was very comfortable for the entire family (me, husband, and 6 year old son). It is within walking distance of kid friendly activities which was quite important!!!
December 1, 2014
Rated 5 out of 5 by HungryDIngo 50th Floor Bliss!
I stayed at the Sheraton TImes Square for work purposes with a group of approximately 60 colleagues. I was up on the 50th floor, and noticed no discernible sound issues. My room was very quiet, except for the occasional guest talking and walking in the hallway. My bed and down pillows were comfy and I slept like a baby! Room was very clean, and a delight to retire to, after a long day of working in the city! Also, the location was perfect for a daily walk to work, as well as seeing nighttime theater and restaurants! I didn't have a chance to use the fitness center, but it looked pretty spacious and well equipped!
March 21, 2013
Rated 4 out of 5 by Tony33B Great weekend getaway
Booked last minute for a weekend getaway and was very pleased with the location and the newly refurbished room. The concierge was very helpful securing a reservation allowing us to enjoy a nice dinner before catching our train. Only complaint is that the hotel charged $3.25 per bag to hold our luggage for the afternoon once you check out. Of all the hotels I have ever patronized, the Sheraton is the only once to levy such a fee. It struck me as a very "bush-league" as I have generally found Starwood to be an outstanding company. That being said I would return in the future if my travels bring me to the Big Apple.
September 25, 2012
Rated 5 out of 5 by Ashlei Great Experience
I must say that my experience was superb. I really appreciated the warm and friendly service of the front desk and restaurant staff. The front desk employee that helped us name was JOY. She was extremely nice and helpful. Not only did she answer all of our questions about the hotel but she also gave us great suggestions of things to do in the city. In addition to the front desk staff, the service during the brunch buffett was AMAZING! Everyone was extremely nice and profession which made our stay all the more enjoyable. I will definitely recommend this hotel to friends and family who visit NYC.
September 23, 2014
Rated 3 out of 5 by saed good location and price.
The over all stay would have been good, as the location is great and close to the center of time square life. I was expecting a better bathroom shape in a renovated room.
However, last minute of my stay, as I we were about to get into the taxi, the service guy who got me the taxi and put my luggage didnt like the 1 dollar tip I gave him and asked nastily in a loud voice that he want more and when I gave him the only dollar left in change; he turned his back and said meanly "Unbelievable" in front of everyone. very mean and I wouldnt expect this from a sheraton employee.
For that only, I dont think I will repeat this experience with Sheraton with all do respect to the rest.
June 19, 2013
Rated 2 out of 5 by SheratonNY Come On Join the 21st Century
I DID like using this hotel for business!! How in this day of competition and hotels of lower quality than Sheraton NY would you not have the ability to allow guests to hook a personal computer to a printer and print?????? Yes, I can send an e-mail or carry a flash drive to a FedEx Business center but, NO WHERE in the hotel - according to Front Desk is there a place for one to hook and print! COME ON let's join the 21st century and offer services lesser ranked hotels offer for free!!!!
June 10, 2013
Rated 3 out of 5 by MMC123 Not Great - Not Awful
The hotel is a very large and busy hotel which the owners fell short on having sufficient staff to manage. I waited in the SPG line for over 20 minutes to check-in. Other guests were probably waiting 30 minutes or more. Once we made it to the check in counter, it was a mess and disorganized. The shops were closed at odd hours for extended periods and the prices seemed high. The rooms, while clean, were not up to Sheraton quality. The staff, however, were good natured and resourceful.
December 10, 2011
Rated 5 out of 5 by BKJLV Great Place to stay!
My wife and I have stayed at this Hotel a few times now and it's been a pleasant experience every time. They have renovated the hotel recently and the rooms overall look good. We stayed on the 38th floor with a king bed. The room was clean and the bed was comfortable. They have free wireless and a Starbucks available in the lobby. The hotel is located in a great area, Times Square is very close, Broadway shows are a block away, there are plenty of bars and restaurants in the immediate area. It is a great place to stay, especially if you are looking to have a night out and not have to walk far to have some fun.
December 29, 2012
Rated 2 out of 5 by sea2012 am i the only one
I must be the only person that would never stay here again if I could help it. If it weren't for the mandatory stay at the property because of business, I would not have come back after the last stay in 2009. I don't think the food is good, you can hear every sound through the walls and windows, the staff aren't particularly friendly. When I tried to check in hours after the posted check-in time and no room was ready, the response was lackluster. But at 11:20am on check-out day, I'm darn near being escorted out of my room. I hope that means someone was able to check-in to the room I was staying in on time.
On top of that there was no acknowledgement that I was a SPG Member.
October 17, 2012
Rated 2 out of 5 by RJ52 Sheraton New York - still bad for golds
When I checked in on Wed., I asked whether as a gold SPG member I would be able to have a renovated room. I was told that gold members did not receive any upgrade benefit at this hotel and I would receive the exact room I booked, which was an old tired exceedingly hot room on the 8th floor -didn't know I was booking this ;^} . However, if I wanted to pay for a renovated room, it would be $40/night. Whatever happened to the gold benefit of receiving an upgraded room at time of checkin if available - which one was since it was available for $40? I won't be staying here again until all of the rooms are renovated!
January 1, 2012
Rated 4 out of 5 by MACsdadinTex Just A Little Customer Service....
Great Location to Take In NYC...The wife and I stayed 6 nights with 5 kids ages 14-20. Paying the extra money to get access to the Lounge Area sounded good. And for the most part it was a good idea, except for when the hot chocolate machine went down. I complained to a couple of suits that worked at the hotel but the machine only worked about 20% of the time that we were there. It seemed like the staff would acknowledge the problem just hoping that this Texas family would move on or just leave town, instead of addressing the issue. How hard can it be to fix a little coffee/hot chocolate "Starbucks" machine???
December 30, 2012
Rated 2 out of 5 by ONKM This hotel needs some help
Although well located and generally a decent room (albeit small but it is New York City after all) the staff seemed like they didnt go out of their way to ensure your needs were met. The room was improperly made up each of the four nights - soap not replaced, glasses not cleared, towels left lying around - seems a little sloppy for the price of the hotel I would have expected more. I also attended a conference while at the hotel and was hit in the back of the head with a silver serving tray during lunch service and while it was just an accident - nobody really ensured that I was okay (which I wasn't) I would have expected the manager to come by and ensure everything was okay.
June 21, 2013
Rated 3 out of 5 by Rory Great Concierge Team but exhorbadant fees and inconsistent customer service
Overall the hotel was average. I found that having to pay for everything you do on top of the high price was not satisfactory. In the 10 years I have travelled I have never paid for luggage storage ($4 per bag), nor for using the gym. In a competitive industry I also find charging for WIFI in your room, completely out of touch (go to countries in Asia and its comp.). Speaking of the $4 bag fee, I have never seen such unmotivated people. I know its not a glamorous job (i have worked in hotels), but if you dont like it work someone else. I also found the lady who checked me out of the hotel as no sense of customer service. For example, how about saying, I really hope you enjoyed your stay/your time in New York, have a safe trip home.
On a positive note, the two gentleman who are on the Concierge Desk, fantastic. They were extremely helpful, friendly and recommended some great things to do while we were in New York, bravo!.
The lady who also checked me in was great. My booking had been stuffed up by the SPG booking staff, however she provided some options, which though were not ideal, she did the best she could under the circumstances (WIFI free in room for the week).
I am an SPG member and I try to use hotels when I travel, mostly Westin, however in recent times, I have found that there needs to be a consistent level of service across all areas of the hotel.
November 23, 2014
Rated 5 out of 5 by Leaves Will Stay Again
We had an incredible stay at Sheraton Hotel with excellent service by Mr. Iverson.
He assisted us with early check in and provided a clean and comfortable room. Furthermore the hotel is located conveniently to many of New York's landmarks and eateries. We will definitely stay again on our next trip to New York!
Ask for Mr. Iverson when staying at Sheraton Hotels & Resorts, he is extremely helpful and friendly.
November 29, 2014
Rated 4 out of 5 by NAFF Great Hotel!
Our stay was great, The hotel is very nice! The staff is very friendly, and the complimentary breakfast was great, They even had make your own belgian waffles. The only downfall was the housekeeping staff, they were rude and had no clue how to have a good repore with guests. We asked for towels, they didn;t want to give us any because it was our checkout day. We still needed to take showers!!! So they gave us one. When we would walk in the halls they would talk in their foreign language and giggle, obviously talking about us. I would have given this Hotel 5 star if it werent for the rude housekeeping staff.
August 30, 2012
Rated 4 out of 5 by VeryGoodPointsStacey Location is everything
The location of the hotel can't be beat - assuming you want to be close to Times Square.
As a Platinum member I was upgraded and had a great view on the 46th floor. The room was average size, but was modern and in good condition.
The club lounge is nice and the food was pretty good. The prices for food & beverages in the hotel overall are outrageous. It's such a convenience to have a coffee bar and casual restaurant in the hotel lobby, but the prices make them less desirable.
I would stay at this hotel again.
November 12, 2014
Rated 2 out of 5 by susanr33 The bed was terrible and the room had no dresser was provided.
Upon our arrival at the hotel we checked in, put our luggage in our room and immediately left for our dinner reservations at Sardis. When we returned we discovered we did not have a king bed as we had reserved. At 11:30 pm we had to contact the front desk for a room transfer to a king bed. We were moved to a room with a king bed (which was very uncomfortable) and had to request two additional king pillows to place on the matttress for comfort. Also no dresser was in the room for us to place our clothes so we basically had to keep our clothes in suitcases for the week. Very disappointed in the room. Also, we have also received a bill for candy and shaving cream that we did not use. I contacted the hotel, but the accounting office is closed until Monday. Very, very disappointed in the room at the Sheaton New York Time Square!!!!
October 5, 2013