Rated 4 out of 5 by Escapee1 Check out clerk needs to show concern.
Most of the employees here at the Sheraton were above average in their desire and willingness to be of help. However, at check out I did experience a check out clerk at the desk who was unconcerned and not at all helpful. I had to ask the manager to help me. Also, the clerk who handles tickets and tours at the hotel needs to learn to acknowledge people who are standing in line in front of him and not just look down at his computer screen as if they are not there or as if he fails to acknowledge them long enough they will perhaps, "just go away."
April 10, 2013
Rated 3 out of 5 by VinceVLR Lower Standards
I am surprised to write a negative review of a Sheraton property. The upkeep and overall elegance of this stay was well below Sheraton standards. I have stayed at 4 points with cleaner, nicer common areas and generally found the effort to be average at best. I stay at sheratons all over the world. This one has consistently become lower and lower class. Small things like the brass looks unpolished for weeks if not longer. More important things like service being "ok" at best. I dont know if i will stay here again on my next (or any) trip to NYC.
August 21, 2013
Rated 3 out of 5 by jab1951 don't go to Hudson Restaurant
We went to the Hudson market for breakfast the first morning and was very disapointed. We saw our waiter twice, once when he gave us juice and once when we looked him up for the bill. I got a juice refill myself after taking his juice pitcher to my table. The hot food didn't taste very good and most of it was warm at best. Not much variety of hot food. We thought there would at least be an omelette cook on hand for the price. The fruit was OK.I think I am a prettyy good tipper but would have never given him the automatic 15% added to the bill
August 1, 2013
Rated 5 out of 5 by Walley154 Anniversary Weekend
My wife and I decided to try NYC for our 5th wedding anniversary. After checking numerous websites we settled on the parking package at this hotel. WOW – what a great weekend in the “Big Apple.” The parking is on site, Times Square is a short walk away, Central Park is even closer. The Russian Tea room which is 2 short blocks from the hotel for our dinner. Slight problem with the in room t.v., but it was repaired in short order by maintenance. All in all a very nice experience and I’ll be signing up to become a Starwood Preferred Guest today!
January 21, 2013
Rated 3 out of 5 by FrequentFanny Not as good as usual
I usually always stay in this hotel and love it, but for some reason this time they put me in a lower floor, my gold status wasn't recognized, and there was construction going on either in one of the adjacent rooms or above us. When I called the front desk they said they weren't aware of anything and would send up security and nobody showed up, it stopped then started again an hour later, really loud drilling so you could barely speak above it. Not my usual experience, I will give this hotel another try and hope they got their act together...
May 25, 2012
Rated 4 out of 5 by Maxwell301 After Extensive renovations, small things still count
Overall, we enjoyed our stay, though it started off a bit stressfully. During a holiday period, with massive crowds, the check-in desk, when we arrived, had two people working it. So, we waited in line for about 30 minutes. The manager, came out, apologized and extended some complimentary items. Very nicely handled.
The room design left no room for storage. Not a single drawer anywhere. Just a few small shelves. There were not even any hooks in the bathroom to hang towels or robes. There also needs to be a make-up mirror.
The guest lounge on the 44th fl, if one arrived early enough to get a seat, was a lovely place for breakfast with great views and a welcoming staff.
The hotel's location is excellent for sight-seeing and strolls in Central Park.
December 30, 2013
Rated 3 out of 5 by kerwelch Lobby was terrible all weekend!
Guests were lying (even sleeping) all over the lobby on the floor. People were piled up everywhere -mostly on the floor and it was a mess. You had to drag your luggage past and around all of the people to get to the elevators. This did not change throughout the weekend and the buses kept on pulling up. We booked the hotel for ourselves and our cousin and we were totally embarrassed. Will not stay here again.
April 21, 2014
Rated 2 out of 5 by Guest80 I would not recommend this hotel
I have stayed at this hotel once before for business and this was my second time. This time I was expecting it to be better than my first because I was the highest customer loyalty platinum rating. The room was dirty, there was female long hair in the sink and the tub when I checked in, I was put next to the ice machine (as a platinum member I should receive an upgrade), and the walls are paper thin. I was not able to sleep at all in this hotel.
To be fair and say something nice the housekeeping staff was polite and always said good morning.
October 21, 2012
Rated 3 out of 5 by Dan85 Hotel charges for packages sent to guests
I usually stay in Sheraton New York Times Square Hotel. I was surprised when two packages sent to the HOTEL was redirected to FEDEX. When retrieving the item I was charged $20 for the "handling" of those packages. That is not right! The package was sent to the hotel not to Fedex. If the hotel uses Fedex services this should not be charged at the guest expense. I get to travel around the world and this is the ONLY hotel that charged me to receive a package. I believe customers staying at the hotel should not have to pay for such silly things.
December 6, 2012
Rated 5 out of 5 by singergina Superior rooms and service!
As a first time visitor to New York, I was met with so much kindness by people working at the Sheraton! Everyone was welcoming and helpful to me! The room was quiet and clean, and I will definitely be staying there again! Thanks so much for the hospitality!
May 7, 2014
Rated 2 out of 5 by bostontraveler14 Very Disappointing Sherton
This Sheraton does not meet Starwood standards. The lobby is nice, but the rooms are not. They are dated and LOUD. The staff was not the best either.
May 12, 2014
Rated 2 out of 5 by RM656 Room not well serviced
When we checked in, we realized that the room did not have a shower curtain and housekeeping had not provided wash clothes or hand towels. After repeated calls to guest services, we finally got them to install a shower curtain but we never got the towels.
Additionally, the walls between rooms seemed very thin -- we could hear it when the person next door sneezed!
When we checked out, we pointed out our issues to the person at the front desk, but he seemed like he couldn't have cared less that our experience was sub-par. He was obviously anxious to get us out of the way so he could take care of the next guest in line.
We will not stay here again even though we have Starwood points. We'd rather pay to stay somewhere else than stay here for free.
July 11, 2012
Rated 5 out of 5 by Tanya0802 Above & Beyond
The staff in this hotel was excellent! I had excellent service at the reception desk upon my arrival and all of my requests were granted with the exception of a room with a view.....there weren't any available. However, there was one individual that stood out above the rest, the Front Desk Bell Captain whom worked 1st shift provided so much insight on getting around the city....what to do, where to go, how to get there. He was just AWESOME! He helped my husband and I create memories for our 4th wedding anniversary that we'll never forget.
September 10, 2012
Rated 1 out of 5 by Rez1000 Horrible stay
Bathroom was smelly all the time
Was never given any water till i asked several times
Service was awful
May 13, 2014
Rated 4 out of 5 by Srjl Nice hotel watch for checked bags
This was a great hotel for our stay in NYC for the Labor Day long weekend. I highly recommend using the tickets and tours desk as they were able to get us great tickets to a highly popular broadway show last minute without a huge mark up. The desk staff were also quite helpful in securing a black car for getting back to the airport at a cheaper rate than Über. The room was small but very clean and comfortable. The only surprise came at the end when we were charged 14 dollars to check our bags before we went home. This was really unacceptable given that I've never been charged to check bags at a Starwood property before and we weren't informed of the charger or that it was cash only until we picked our bags up. As a gold SPG member, I expect better.
September 2, 2013
Rated 3 out of 5 by flvstr I'd like to take a shower please....
I have stayed at this hotel multiple times. The location is perfect. On a previous stay in April I had some really loud, partying neighbors until the lady in the room on the other side told them to quiet down at around 3:30 a.m.
On this trip something happened that has never happened before in any hotel I have been in......I went to take a shower and found out that there was no shower curtain! We called down to the desk and were told that someone would be right up. We waited approximately 45 minutes and then called again. We then had only a short wait until the shower curtain was brought up and hung! We will probably try again, but if there are any issues will switch to a different hotel next time as that will be 3 times in a row with a problem....
September 5, 2012
Rated 5 out of 5 by DLM315 Check in process SLOW
Lovely, clean hotel. ONLY negative, plan on spending a lot of time checking in at peak hours. We arrived at 12:30 and there was only one person checking people in. Another employee was there when we first arrived but then went in the back - when she returned, the other employee "took a break" We had theater tickets and barely made it for a 2:00 show. The line was extremely long and the staff didn't really seem to care - which was the worst part. The hotel itself is clean and worth the stay.
March 17, 2014
Rated 3 out of 5 by MW60 Trying, But Not Quite There
This hotel has so much turn over and it is so busy, it is hard to completely keep up with expectations. This hotel usually works well for me due to the proximity of where I need to be.
This trip, the shower had such low water pressure, you could barely shower. The clock on the night stand was not working, and there were a few cleanliness issues in the common areas.
I did not complain about it because I was there for only two nights. I am sure the staff would have done something if I mentioned this. Usually they are very accomadating.
May 21, 2013
Rated 4 out of 5 by Hitchhiker68 Overall convenience and prestige
Great location, right in between, at few blocks to Times Square and Central Park. There is a steady crowdness at the gate and lobby, as a consequence of huge capacity in a 50-floor-tall building. This confirms that you are in the dynamic and populated Manhattan, which is why you are there for.. If you look for a cosy, warm and silent piece of corner, it will not be the right choice for you. Despite the crowd, elevators are very effective (a speed of 2 floors/sec) and take you up to your room without any hassle. Staff helpful, an issue resolved fast enough.
We have preferred a club room with lounge facilities and we are well pleased. A nice Manhattan view and coffee & internet services available for 24 hrs. In my next stay in NYC, I may prefer again.
May 15, 2013
Rated 5 out of 5 by Hast48 My stay in NYC
This hotel was wonderful. Great location and the staff was great! Loved the Club Lounge. Thanks for a great stay!!
May 12, 2014
Rated 3 out of 5 by LuvNY Great location,
This hotel has a great location between Times Square and Central Park. We had a wonderful time, and the hotel was very nice, but probably not what I would have expected. Considering the multi-million $ renovation, the hotel looked more "worn" that I had expected. We had several minor issues in our room with plumbing, wallpaper tears, etc. Rooms were not sound proof, and the noise you heard from people in the hall made you think they were actually in your room. Overall, we had a great experience, but the room needed a little attention!
April 8, 2013
Rated 2 out of 5 by GW02 Not Customer Friendly
When I arrived in the room, the room was dirty with hair on the floor and sink. Clock was broken. The restaurant only has an overpriced buffet for breakfast. The oatmeal tasted like water, and I didn't eat it, so I was charged $30 for fruit. When I objected, the staff showed obvious disdain. I tried to contact the management, and could not get a response. I left a comment card on the front desk and never heard from them. Nobody at this hotel cares about the customer. Stay somewhere that treats their customers with respect and dignity.
March 8, 2012
Rated 5 out of 5 by artgirl123 pleased customer
Great stay at this Sheraton! More than met our expectations, nice amenities and lovely room.
May 12, 2014
Rated 4 out of 5 by Lisbeth42 Manage expectations
This is a very busy hotel - often used for tours & groups. It's frustrating that my Platinum status never seems to get me on a Preferred Guest floor higher up where it's quiet. With close to 45 nights per year at this property reserved well in advance, I would have hoped for better reception and appreciation for my repeat stays.
April 28, 2014
Rated 3 out of 5 by Expectans Refurbishment disappoints
I have been staying here for years and the location is still handy with the Subway to the main airports at the side and Visitor Information just over the road.
There is no longer a bath to soak in. The room looked small this time. Views can be super! Platinum upgrades still not encouraged. Clubroom breakfast and hors d'oevres were much less than before. I found it hard to cobble together a snack. Restaurant empty and uninviting. The Avenue was lovely when it was open. For all my lack of enthusiasm, I'm used to the place, I guess....
November 28, 2012
Rated 5 out of 5 by Randy20 The Perfect Stay
From the minute we walked into the hotel everything was perfect. The front desk people were great and remember us from our last trip to New York. The club level facility is the best in New York. Again the staff saw my daughter and came right up to her and asked if she needed anything. Muhammad is just the best. Every morning he had what we like to eat ready for us. Muhammad should get a raise. The health club was very clean with great equipment and staff was so nice. We come to New York 7 times a year and the Sheraton is just great
January 3, 2013
Rated 4 out of 5 by FredCO Great VIP Hosts
Had the privilege of being helped by SHeraton's VIP managers during this visit to NYC. I wish to personally thank Anne Mari, Brittany and George who assist of different days in the Concierge Lounge. I was with the hotel for over a week this stay and found their help extraordinarily useful in terms of making sure I was in a comfortable room and when I had guests join me they were able to pre-block room nearby. Exactly what I needed while studying for business exam's in the City. I cannot wait to return in July with my wife and family for a long weekend and hope to be in touch with this excellent team of managers.
I must add that on more than one occasion while in the Starwood Lounge I saw them go above and beyond in providing excellent customer service. This could range from helping a distressed person with room issues, to helping a person get comfortably seated in the lounge when it was full, to looking up reservation details, to assisting with a multitude of issues that travelers encounter. They were invaluable aspects of my experience at the Sheraton Time Square. Thank you to all 3 of them - Brittany, George, Annemarie.
Sincerely, Fred Michel
Starwood #; 53612676
May 10, 2014
Rated 5 out of 5 by Elomda This hotel is great
Both my wife and I have enjoyed our stay at this hotel. The staf were great, friendly and helpful. The location is perfect. close to all needed and desired activities. Its a recommended hotel.
May 7, 2014
Rated 2 out of 5 by LA1997 I was not a happy camper!
We I arrived and our room was not ready and my children and I did not get in our room until after 10PM. Also when we finally got our room keys and went to the room it was in the process of being cleaned. My children and I was so upset and tired from our flight we did not get settled in our room until 12 midnight.
April 28, 2014
Rated 2 out of 5 by Rick disappointed
had a un-enjoyable stay. i am a SPG member and have been for some time. Stayed at this hotel a few times before. This time the room was dirty, amenities were not replaced after used, we were charged for things that we did not use or take, the fitness club was dirty.
And most of all the front desk was un-friendly and not cooperative. I left my daughters name to pick up a key to the room on 6/1. I was told her name is in the computer and all she would need was to show ID and she can get the key. She met with a Lin at the front desk who was very rude and said no key and she could not get in the room. I had to call the hotel and give my credit card information and Lin continued to be rude and put us on hold. Never had this experience at a Starwood hotel before.
June 4, 2013