Rated 2 out of 5 by VenkyMay15 Poor Room
Melissa at the checkin counter was very courteous and awarded me 2000 points right away when a requisted room with a king bed was not available. Her graciousness was very commendable. This was at checkin.
The pleasantness of the hotel experience ended there. The room was very poor, especially the bath room. The shower curtain smelt very very bad and moldy.
I requested for some dasani water bottles.. I was told that it will be placed in my room , but it was never to be. The smell in the bath room kept worsening.
Such an iconic hotel in a prestigious location, unfortunately the room is worse than a motel 6 or Super 8.
October 24, 2015
Rated 3 out of 5 by ravitan Poor staff response
When I checked in it was already late at night. There were 2 African American gentlemen manning the reception. While one of them who happened to be the taller of the two was busy with a customer, the other gentleman who was shorter in height just stood there next to the other man and kept watching the other man. I sttod there for at least 6 to 7 minutes until the shorter man walked nonchalantly to his terminal and the proceeded to help me. He wasted so much of my time when I already had a late long flight from San Francisco. He was utterly unprofessional. I never felt like a SPG member let alone an ordinary guest in your hotel.
October 23, 2015
Rated 2 out of 5 by JASchroeder9 Not up to Par
I stayed at this hotel for a week in October for a business conference. The hotel looks nice enough from the outside, but the rooms leave much to be desired. They are small and run-down. The biggest problem for me was the amount of noise. Although I was on a high floor (per my request) the street noise was constant and loud and there was a lot of noise within the hotel at all hours. The only reason to stay here is if you need to be in the heart of Times Square. On the plus side, the staff is very friendly and attentive, but they could not make up for the short-comings of the facility.
October 22, 2015
Rated 4 out of 5 by Phantom19 Your staff are great!
Everybody we interacted with at the hotel was very accommodating and attentive. Front desk, concierge, housekeeping...everyone did a great job! Customer service makes the difference and we won't hesitate to come back again.
October 21, 2015
Rated 3 out of 5 by Iriekooper check in
At check in I was not recognized as a platinum member, nor thanked for my loyalty to spg. Front desk staff should be better trained.
October 12, 2015
Rated 3 out of 5 by Flyingtailor Good Location
I love the location close to pretty much everything you would want to in mid to uptown NY. But a few things I did not like was the noise in my room and longer lines and longer wait for elite check in. About the staff cleaning staff where the friendliest staff in this hotel.
PS the noise in the room was very loud you could hear the people next door like they where in you room.
October 6, 2015
Rated 4 out of 5 by Jaylynn Check-in
Wasn't as friendly and receptive as I usually would like to be received when checking in after a long day of travel.
October 4, 2015
Rated 3 out of 5 by IB07 Good location, a bit out-worn
The hotel is obviously not one of the newest ones, but still has good things to offer. It's perfectly situated between the Central Park and the Times Square, the beds are amazing, the club lounge was good as well and the internet connection was high speed indeed. We weren't really impressed with staff responsiveness, especially around the lobby bar, it felt like the staff is being forced to work there against their will. The other thing we definitely didn't appreciate was the bunch of human hair in the shower when we checked-in.
October 4, 2015
Rated 1 out of 5 by Unsatis2015 Unresponsive
The room was too dark and the staff was unresponsive. it took 2 days to fix a small problem.
October 3, 2015
Rated 2 out of 5 by CynthiaJ Shockingly bad staff
Basic Sheraton - no issues with facilities.
Our issue was with the majority of the staff we interacted with during our stay.
We asked for our room to be de-feathered prior to our arrival and we confirmed at check in.
Later around 11pm when we were going to bed, I was starting to get blotchy and become itchy. We then noticed was a feather comforter (with actual feathers coming out) and it had not been removed.
We called the front desk and was informed someone would be coming up immediately to remedy the situation. Yadda yadda yadda 3 calls to the hotel from our room, 1 call through my cell and 2 in person visits and we finally got someone upstairs to change the bedding out 2 hours later around 1AM. Rude and inept staff.
September 28, 2015
Rated 5 out of 5 Check in experience
On my check in for second stay August 25 evening, I waited in line behind an Asian gentleman. When he finished his business with the lady clerk (Marylin) I stepped up to her. She looked at me, frowned and snapped "I am not ready yet!". I asked her so what do I do and she waved me off with her hand and told me to back in the queue until she called. When she did I refused to go back to her and checked In with another clerk.
September 27, 2015
Rated 2 out of 5 by Mary123456 Check in is not 3 pm....very disappointing
Check in starts at 3 pm...this does not mean that you will be able to check in at this time. At 4:15 pm, room was still not ready. I had to downgrade from a king size bed to a queen size if I wanted to check in at 4:30 pm. I was not given a discount or incentive for my trouble. Although room was paid for months in advanced. 2 couples in front of me were experiencing the same trouble. I have stayed in many hotels, and check is 3 pm and room is always ready by 3 pm. Very disappointing .
September 8, 2015
Rated 5 out of 5 by Couple6062 Great Labor Day Weekend
This was our fourth stay at this hotel - the location and accommodations are wonderful! From curb side reception to staff on the club level ( Mohammad remembered us from our last visit!) we felt welcomed and valued.
September 8, 2015
Rated 5 out of 5 by Smile4ever Guia/Reception
Guia is a wonderful person and perfect for the customer service job she holds. It is because of people like Guia that make me and my family return to The Sheraton year after year. She is very friendly and accommodating, which is extremely refreshing. Because of Guia, our experience from the time we booked our reservation, and throughout our stay, was a pleasant one. We look forward to seeing Guia again next year!
September 7, 2015
Rated 1 out of 5 by BarbsM51 I would NOT recommend this hotel
I am a gold SPG member and got minimal special treatment- no upgrade, no late checkout, no high floor- they told me there were no club level rooms yet the person in line right next to me who checked in after me got an upgrade! Although this hotel was recently renovated, the rooms were painfully small and my view was another building- couldn't even see the sunny beautiful day- the tiles in the shower/ bath had mildew on them too. I could go on but suffice it to say I will not be going back there. I changed hotels after the first night. I love Sheraton hotels but this hotel does not make the grade :((
September 7, 2015
Rated 2 out of 5 by jarlap Extremely Poor lack of concern from AV people
We just completed a 47 nation, medical/surgery conference as returning customers to this property.
The audio/visual support for this event was horrific! The personal would huff and puff every time they had to get out of their seats to help. No knowledge of Apple products, no suggestions for help. Images of poor quality, would not even get out of their seats to adjust lights during the different talks, the techs had to be instructed to set up microphones for discussions, etc... In my 25 years of attending multinational conference this was by far the WORST experience.
September 5, 2015
Rated 4 out of 5 by Kenny37 Great Location
I like everything about my stayed at this location,except; I got charged for 3 orange juices, one per day for 3 consecutive days. I usually stay at the Sheraton and W hotels all the times and have no problem. I knew there is a censor on the minibar, thus: if you open that door its will automatically charged your credit card so stayed away from that and don't even touch it, but still got charged. So I called and speak to the accounting person at this location, she gave me the credit back,but she made me felt like I was a liar and trying to scam them 3 juices. I am sorry but If i have the money to paid for saying at this hotel then i can afford to paid for these juices if I did took it. Perhaps, management need to speak to who ever cleaning up my room for those 3 days because I was the only one in that room and I was not in my room from 9 am to 6 pm. so who know what happened there.
September 3, 2015
Rated 3 out of 5 by KatieF301 Internet was out
When I checked in the internet was out. Then when I woke up in the morning the internet was still out, which was a big inconvenience.
August 31, 2015
Rated 5 out of 5 by izzy2303 Staff was amazing!
I stayed at the Sheraton for a work event and they took fantastic care of us. They helped us coordinate dinner spots and car reservations. They even helped my boyfriend and I celebrate our anniversary while we were in town! All of the staff was friendly and incredibly helpful. I will definitely be back!
August 30, 2015
Rated 1 out of 5 by Kelly91 Hotel
I went into my room and it smelled so bad from the wet curtains. They however did come in and change it even though it took awhile. Also, I gave $50 cash for my hotel deposit stay. I called a week after gave my information to a woman from the front desk and she said I would get the check in the mail within a few days. 1 week has passed and nothing came in the mail. So, I called again today and they can't do anything until next Monday. I'm very upset.
August 28, 2015
Rated 5 out of 5 by Duck01 Another great stay.
Stayed 1 night for a reunion with friends. Bethy at the front desk was outstanding. She and Sonya, Exec. Admin,, helped secure a great room that made our night complete. Thank you to all the hotel staff.
August 28, 2015
Rated 4 out of 5 by santri1969 Excellent location but very large & touristy
Great times square location but a very large & touristy hotel given the location. Not much SPG recognition depiste being lifetime platinum with ambassador status. Property needs a revamp.
August 23, 2015
Rated 5 out of 5 by VTomS Great summer weekend stay
This hotel is in excellent location, the E subway line (airport direction) is just around the corner.
SPG Gold benefits have always been recognized.
If you are lucky, you may even get a personal welcome like I did by Matt C from the reception.
I am looking forward to return!
August 18, 2015
Rated 5 out of 5 by Duck01 Outstanding Customer Support
Made reservations for my daughters stay on 8/9/15 and had special requests. Dealt with Sonya/Exec Office who was OUTSTANDING. Everything was perfect and we attribute that to Sonya's hard work and attention to detail. I would recommend this hotel to anyone who is planning a special visit to NYC.
August 10, 2015
Rated 5 out of 5 by Elevation Night on the town
What a great location to base an quick hit of the Big Apple from. The hotel was insanely busy, but what was impressive is how attentive and welcoming the staff was despite all of the surrounding mania.
August 3, 2015
Rated 5 out of 5 by jskjolda Great Customer Experience
Great location, beautiful rooms and great staff willing to help and go the extra mile.
July 29, 2015
Rated 4 out of 5 by Wendyk Great Location!
Clean room, comfy bed, quiet, and great location!
July 28, 2015
Rated 5 out of 5 by AlanDC Club Staff
I have been staying at the Sheraton NY Times Square over many years and in its many incarnations (I recall one transforming renovation from 1990-91ish!) But I can not think of a time when the service I have received is at a par with the incredible level I experience in recent visits. What I constantly experience is "above and beyond," and by everyone. One example. We frequent the Sheraton Club Lounge on the 44th floor and I never fail to be warmly welcomed and greeted. Muhammed should be particularly singled out. He will often ask about my daughter - who I am betting he met exactly once! He must do something like this with hundreds and hundreds of other guests. The Sheraton NY has a great team and it my favorite NY Hotel.
July 23, 2015
Rated 1 out of 5 by Hindarta Being Offenced by Front Office
On 23rd Jul'15 at 1pm, I was being offenced by Front Office Manager Ms.Julie for her fault by spoiling my Birthday Package, which she had forgotten to deliver to me since 17Jul'15. Then she refused to responsible, instead she offenced me by saying that I also might not be paying for my room since I'm Starwood Friendship Preferred, and she asked me to move away from the Front Desk, because she wants to attend other guest behind me.
But actually, she had forgotten to deliver my birthday package and I also paid fully already for my room by cash ( 1 hour before Julie humiliated me).
This is Crazy and ridiculus, and I really can't accept her offence.
July 22, 2015
Rated 3 out of 5 by AlwaysTravelingForBiz Busy, no restaurant, disappointing lounge
The hotel has a great location and I earn Starpoints. The rest is not great. Rooms are small as expected, but upgrades for Platinum guests don't ever seem to get a better room, just a higher floor.
I have had to call multiple times to get housecleaning, or get laundry picked up, etc. Often with hours of delay. Wifi is unusably slow, so is the wired internet connection.
It would be really nice if the hotel had a restaurant other than the tiny cafe that does the breakfast buffet.
The hotel is huge, and always very crowded with tour groups, often noisy. It doesn't bother me much, but it's worth knowing.
Lastly, they charge you to hold your luggage after you check out, which I find totally unacceptable. Retrieving the luggage is very slow, as well.
July 20, 2015