Rated 3 out of 5 by david2012 lack of staff
The room was great and comfortable. but when we arrived it took us almost an hour to check in. The line was long and there was only two people behind the desk. The were numerous other employees just standing around watching but none of them helped out the front desk to make the line go faster. We had dinner reservations and ended up having to rush because of the long wait. When we checked in the lady told us there was a buffet in the morning and she would give us a voucher for our long wait. When we went to breakfast the next morning thinking it was free we were blindsided by them telling us there was no voucher and we owed $70 for breakfast. Rooms were nice but i would not reccomend to my friends.
May 30, 2012
Rated 5 out of 5 by Familytrvlr Family traveler
My family loved NYC, Hotel is in a great location, Walking to times sq, central park, 5th ave, rockafeller, its a great location. My only complaint really is upkeep. Our first room had broken drapes and blinds, they had to move us and the second room we didn't notice that the sink leaked so all our stuff on the shelf under the sink was soaked. House keeping needs to do some detailing the shower and sink area was moldy. Kinda dissapointing for how much we paid for our room for 4 nights. The walls are paper thin we could hear the kids in the room next to ours screaming and jumping on the beds till 2 am and we could hear the other rooms phone conversations. so just an fyi. Other than that we loved it.
June 19, 2012
Rated 3 out of 5 by OKHOBO Adequate, not great
Hotel is fine and by NY standards is appropriate cost-quality ratio. Shower-bath-toilet is alway spotless clean, something that no all hotels achieve. Towels, handcloths etc. are sufficient for any normal person.
Bed is firm.
On the negatives: if you are a high temperature body sleeper, it is almost impossible to get the sheet-quilt combination adequate. Excessive quilts trap heat, if strip down to only sheet it is a bit cool.
The exercise-fitness room is adequately kitted out and very popular at peak times. The spinning room though is like being in a cave, no air circulation and hot.
October 18, 2013
Rated 4 out of 5 by hoistoil Check In
Check In clerk basically rushed us through. Didn't offer any Gold member perks until I requested it. My room wasn't located on the SPG floor. No water in room. Room location poor due to the location of the supply closet which seemed to be opened and closed every hour during the night.
July 14, 2014
Rated 1 out of 5 by KRis21 Not a good hotel to stay
It's was a bad experience and not my first one.I spend extras points to upgrade the room and get s 2 bed , to find out when I got there after a long drive that there was no 2 bed avaliable.I called ahead of time to let them know I was checking late, no one recorded it. The sink in the bathroom was not wring properly, room did not meet standards.
January 11, 2012
Rated 3 out of 5 by KAS16 Great location close to everything.
Overall, our experience was positive, but I should have demanded to be relocated to another romm when maintenance showed up stating there was a work order issued for a problem with the toilet before the bellman had even unloaded our luggage from the cart! The problem occurred the entire 7days we were there. We even tried to alleviate the issue ourself by pouring buckets of water down the toilet, but that only lasted 1 night and the horrific fecal odor returned. Every day we had someone from maintenance trying to fix the problem only for it to reappear. Pearl, the hoesekeeping manager, was very understanding and very nice, but she was at a loss as well as to where the problem was coming from. I was just a bit surprised that the front desk staff never offered to have us moved. I realize it was an extremely busy week at the hotel, but it did not matter if I was a VIP member or not; I didn't receive any special treatment or credits.
July 9, 2014
Rated 3 out of 5 by RicP23 Below expectation
Very busy hotel, very noisy. Lobby gives you the feeling of being in a train station at rush hours. Concierge a bit arrogant after providing a feedback on a restaurant that they reccomended.
Check-in very easy, supported by good staff.
July 16, 2014
Rated 3 out of 5 by JSam Poor follow-up with problems
This may not seem like a big deal but it was irritating. When we checked in we noted that the mini-bar was not working. Contacted the front desk they said they would unlock the bar. It did not happen. The next day we were in the room when the staff member was checking the mini-bar stock. We again indicated that the bar was not working. She fiddled with the door and left, it still did not work. Did not work the rest of the week. On checkout we were charged for several items from the mini-bar. These items were removed when challenged at check out. They need to provide better follow-up.
November 29, 2012
Rated 5 out of 5 by Shannon43 NYE in NYC
The Sheraton Times Square was a wonderful experience for me and my family. We arrived at the hotel prior to the normal check-in time, and quickly received a room with no hassle or questions whatsoever. The rooms are newly renovated with really comfortable beds, and the room was very clean. We called for housekeeping on a couple of occasions, and they were at our door within 10 minutes each time. The staff was extremely polite and helpful. I have been to NYC for the past 5 years, and I have never received the service that I received at the Sheraton. And the location is perfect. In Times Square, but not right in the middle of the crowds. So many things within walking distance. I will definitely be back.
January 3, 2013
Rated 4 out of 5 by Barb1958 Check in experience
I had booked on the phone with SPG for our stay. I was told I was bookedfor a King suite for 32,000 points for one night.
When we arrived, I found we were booked for a junior suite. I showed the associate my confirmation with the information on it and he still insisted that we were getting the junior suite. I stayed patient, but kept to what I expected , and finally he found us a suitable suite. Upon checking out, I found that we were charged 42,000 points, which I don't think is right because of what I had agreed on when booking, I think SPG should make good about the reservation.
January 9, 2014
Rated 5 out of 5 by James469 Great Place
I arrived there on January 18th and from the time I walked through the door I felt welcome. I went to check in and was there before check in time. Rebecca at the front desk was very nice and went on to check me in. She was very professional and helpful. I explain to her that I know it's to early to check in and she replied let me see what I can do. She found me a room and checked me in. That's what I call great customer service. I also would like to mention Denise Brunson in housekeeping she also gave great customer. The hotel is great place to stay and give great customer service.
January 23, 2013
Rated 3 out of 5 by Ving Good location but poor amenities
Excellent location! You can walk to most attractions such as Theaters, Times square, Central park etc. Great restaurants all over this area.
Hotel amenities are not very great. There is no microwave in the room.
Room service was not so great either.
You have to pay for every little thing, including WIFI which is considered basic service now a days.
July 8, 2014
Rated 3 out of 5 by JJTTKK Several areas need improvement
1. Standard check-in at this hotel is 3 PM. Our family checked in at 7:30 PM and our room was not ready. We were told it won't be ready until at least 9 PM and were given a voucher for dinner (which we did not use). We had two weary young children and this was problematic.
2. During the lenght of our stay (2N), there was only one elevator working. We were on the 25th floor and reaching the lobby either took over 10 minutes or a trip up to 28th, then back down again because the elevator was always crowded. Having one elevator working, especially during peak season is inexcusable and a horrible experience for guests.
3. There were at least 10 dark lint spots and several strands of hair on one of the beds.
December 3, 2013
Rated 5 out of 5 by devrawk Amazing Staff
Everyone with whom we came into contact while staying at this Sheraton sincerely made us feel like we were welcomed there. They were all very friendly, helpful, professional, and sincere. Even if our room had not been as beautiful and comfortable as it was, if the staff is exceptional like this Sheraton's is, then you don't feel like complaining. They were top-notch!
July 6, 2014
Rated 2 out of 5 by Ed123 Fell Very Short of Expectations
Being a long SPG member, my expectatinos are only as high as other SPG properties have made them. The Sheraton NY Toweers and Hotel fell very short to fullfilling any of the promises they said they would do when making a reservations. Very disappointed. Being my first time at this property, it may very well be my last.
January 4, 2012
Rated 3 out of 5 by dolphinatic good for location
have stayed at many sheratons and this one is good for a perfect times square location. christian at the front desk went above and beyond to make sure check in was perfect! thank you!
July 16, 2014
Rated 4 out of 5 by Flygirl Good location
I have stayed at the Sheraton several times and this hotel is in a great location for the theater, Times Square, and Radio City Music Hall. The staff are friendly too. If you stay on the club level you have access to the lounge. Tommy and Barbara are there in the evenings serving drinks and appetizers and are very pleasant and wonderful to talk to about anything. They will make your stay fun. Don't forget they are waitstaff and do not share their tips. I noticed everyone tipping Barbara at the bar but not Tommy for his exceptional service. The view is also great from the lounge.
December 11, 2011
Rated 2 out of 5 by Texan2012 Disasterous Checkin
Our group of 90 guests arrived at the scheduled time on Sunday afternoon. The hotel registration staff was ill-prepared. The two clerks at the front desk were unable to process the guests. More guests, not affiated with our convention, kept arriving as well, futher congesting the lobby and creating havoc. This convention was scheduled months ago, if not years. The staff should have had a system in place to expedite the checkin of the 1500+ guests. The last member in our group received her room at 9PM, 5.5 hours after we arrived at the hotel. The Registration desk is a nightmare!
July 30, 2012
Rated 3 out of 5 by WorldTraveller8 Bad Experience
Location is great, but that's about all this hotel has going for it.
When I checked in at 7:30 pm, the room I booked with 1 queen bed was unavailable. It took a manager to 'find' a room for me. Also, from when I booked my stay (3 days prior to arrival) to 1 days before arriving, the nightly rate went down, and Starwood was unwilling to refund the difference or change my room type.
Service was poor. All staff made excuses for what was going on, and not once was an apology offered.
Do your research before booking. If there are big events going on at the hotel, avoid this place.
September 30, 2012
Rated 2 out of 5 by Xmas2012 Cleanliness
I booked this hotel for my brother's first trip to NYC and I assumed that Sheraton will be a good hotel based on the reputation and my prior stays with them.
My brother checked-in before me and the room given to him was not even clean. He had to request for a new room. He got a new room but this really was a bad customer service. How can they check-in someone in a room which is not clean?
Also from the photos, the room looks bigger than it really is. I am not sure that this is a good practice.
Hotel's location is its biggest plus-point. If you can improve on the basic services, it will be a good choice for stay. Basic things like wi-fi are not included in the stay. Even 1-star hotels offer such features.
December 26, 2012
Rated 3 out of 5 by Merrill Good overall but had housekeeping issue this trip
I frequently use this hotel -- great location, good rates, and nice rooms. This trip I had a housekeeping issue and was so pressed for time I did not have a chance to call the front desk about it. When I went to take my shower before checking out and pulled back the curtain, the shower had used soap and open bottles of shampoo etc there. I really hope the bathroom was cleaned before I checked in -- someone clearly forgot to clean out the shower. But, I was running so late I did not give Sheraton a chance to come in and fix it. Next time, I'll pull back the curtain when I arrive.
February 14, 2013
Rated 3 out of 5 by GRAYBEAR NEEDS AIR CONDITIONING
FIRST ROOM AIR NOT WORKING ASKED FOR REPAIR BROUGHT IN FLOOR FAN NEXT DAY MOVED TO ANOTHER ROOM SAME THING AIR NOT
WORKING BOTH ROOMS BATH ROOM SOUR & HAD OFFENSIVE ODOR
WORKOUT COST $20.00 TO USE NO SWIMMING POOL BUT ADVERTISED ON
OUSIDE OF HOTEL
JOHN THE CONCIERGE WAS FANTASTIC. GREAT LOCATION BEAUTIFUL HOTEL
July 9, 2014
Rated 4 out of 5 by KDLA Good Hotel
Have stayed at this hotel numerous times before. Rooms are always clean and the staff pleasant. Due to the hotel always at, or near, capacity, Platinum recognition, by way of room upgrade is not to be expected. Because of the number of guests using the club lounge can understand managements decision to remove the hot hors d'oeuvres from the evening snack, but they are missed! Kudos to "Tommy" who always seems to recognise returning guests and provides really superb service in the club lounge.
One 'request', please ask the house keeping staff to be a little more quiet in the morning. They seem to start work around 9am and their loud 'chatter' in the hallways wakes up guests trying to catch-up on their sleep.
September 23, 2013
Rated 5 out of 5 by Gildasmom Oasis
After a horrible trip from Montgomery replete with 5 hour weather delay... on the plane ,off the plane, back on the plane and bogus shuttle soaking wet with rainwater dripping on me,we arrived at your lovely hotel. We were met by a very attractive wecoming young woman(whose name I can't remember-sorry) who had us checked in very quickly. Our rooms were so nicely done and very comfortable. From the first member of your staff to the last, everyone was friendly ,polite and accomodating. I look forward to a return stay and will recommend the Sheraton Times Square without hesitation
September 16, 2013
Rated 2 out of 5 by Stacy738 Disappointed
We had previously had a great experience with Sheraton the week before in Philadelphia, but this hotel was very disappointing. We couldn't check in when we arrived, and were told to come back a few hours later; the bag check room was full; when we were finally able to check in at 5.30 our room had not been cleaned from the previous occupants - and it took over an hour to get it ready. Parking was highway robbery and not clear at all that the charge is per 24 hours - and as we were 2 hours over is was $100 not $50. Room service charges turned a $12 kids meal into a $27 expense - before tip! Location is great but with hundreds of hotel within yards, not worth the $400+ charge we incurred ($500+ with parking).
October 21, 2012
Rated 4 out of 5 by gwendac Great Staff!
I recently stayed with you for the first time in NYC. I was there for 9 days and had the best experience. The staff was excellent, friendly and very accommodating. I was very pleased with hotel and its location. Some of the rooms do need some update but overall good for NYC. Please commend your staff for their excellent service!
July 8, 2014
Rated 1 out of 5 by RMJ7777 A Carnival of Incompetency
I've tried to stay at this hotel on two separate occasions and must say that it is an absolute nightmare. Incompetent staff and a management that seems unwilling/unable to stand up to them and produce change. I would recommend sleeping in a back ally in Times Square before staying at this hotel!
October 18, 2013
Rated 5 out of 5 by MPBOS WE LOVED THIS HOTEL ......WE WILL BE BACK!!
We had a wonderful stay at this hotel-
The room was immaculate and the bed was extremely comfortable! The location was superb; only a short walk to the Museum of Modern Art, Rockefeller Center and Times Square! The front desk reception couldn't have been nicer-
We will be back soon...Thank you!!
December 14, 2011
Rated 4 out of 5 by theyankees3 The big apple
Overall we were very pleased with our experience . There was only one thing that I think should absolutely be mentioned that was very disappointing. We stayed on the club floor. My husband and I bought a bottle of wine so we could enjoy it in our room. We requested the male bartender to open the bottle for us and were told there would be a 25 dollar corkage fee. The bartender had a very nasty attitude. !!! Funny enough my husband then asked the concierge to give him a bottle opener and the gentleman said just ask the bartender and he will be more than happy to open it for you.
August 24, 2012
Rated 2 out of 5 by soxtr7 Great location
This hotel is in a great location, but the rooms are tiny. Our room was clean and newly renovated. The worst thing was that you had to pay $3.25 a bag to the bell hop to hold your luggage before and after check in/check out. Also if you arrive in a car there is no one to help you with your bags.
November 15, 2011