Rated 5 out of 5 by Denise13 Fantastic location!
We stayed here for 3 nights and were extremely pleased with the attentiveness of Cynthia Munoz, Front Desk Supervisor from the get go. Before we even arrived, she emailed me asking for my room preference and location and did everything in her power to make sure we got what we wanted. She even went out of her way making sure to have milk and cookies ready for my 2 kids, a local map, water and even an apple when we arrived in the room. That was such a nice touch that I've never received at other big brand hotels. Cynthia definitely made this stay incredibly pleasant and I would DEFINITELY recommend this hotel for anyone wishing to visit New York. The location is super convenient to walk everywhere!
July 1, 2014
Rated 2 out of 5 by PSS1 Off the street or Platinum member...I don't think they cared
Let me say that I am a big fan of the Starwood properties and have been a platinum member for several years. However, the disparity in of service received at the various properties needs focus. I might as well had walked in off the street and begged for a room at this hotel. First of all, upon checking in I was told there were no upgrades available and I would be required to stay on a low floor with zero view. Fine. Not a big deal. However, my floor was on a separate elevator bank than the lounge. So I had to travel all the way down and back up to go to the lounge. Not a huge deal, but you would think they could accommodate me on the same set of floors with a common elevator bank. Secondly, the TV did not work well in my room (the picture was fuzzy). I told the desk, but it was never fixed. In addition, my room was conveniently located near the elevator and across from the ice machine to make for a very noisy background and it looked like every room on the floor had a paper in front of their door in the morning except my room. The final kicker was when it started to rain and I had to run out for a meeting. I called guest services and the Concierge to get an umbrella. Apparently there was not a single umbrella in the hotel to lend to a platinum guest. Maybe someone should be sent out to buy a dozen for a rainy day. Good idea? None of these items are a big deal in the large scope of things, but this lack of small services is a far cry from the type of attention paid to valuable customers at other properties.
May 29, 2012
Rated 4 out of 5 by consalo1 Front desk is awesome - most of the time
I recently checked in with Christian who has been of service to me in the past. He is terrific. He speaks to customers and gives me ideas, he is courteous, he anticipates what I may need, he always asks if there is anything he can do and suggests items like an umbrella since it was raining, called trhe COncierge for me, and offered the Concierge level since my room wasnt ready as a Platinum member. Many of the other clerks could take a page out of his tremendous service.
July 5, 2014
Rated 1 out of 5 by Rjacot HORRIBLE
Thank you for letting me share my HORRIBLE experiences with the Sheraton Towers in Times Square. Upon walking into my first room on the 25 floor (after a long day at work) the FIRST thing I saw was BLOOD on the wall - BLOOD!. It was not a lot but JUST the fact that there was BLOOD on the wall completely freaked my out - AND grossed me out. I mean, if there is blood on the wall that NO ONE cleaned, then what else have they NOT cleaned. I get a second room. This room was still dirty - totally covered with food on the walls. Then to top it ALL off on my third (and last night) with the Sheraton, I had a HORRIBLE wake up at 11:30pm when security pounded on my door yelling "get up, who's in this room". Again I was SO freaked out. I didn't open the door but asked "why". All he said back was "call the front desk and tell them who's in the room". I was so confused because I had been in the room for two nights already. I called down and the front desk proceeded to tell me that my name 'wasn't' on a reservation' and therefore security was doing a check. WHY would they do this; a) at 11:30pm and WHY would they not have CALLED my room at an earlier time to verify!. Overall worst hotel experiences I've ever had. I will never stay there again and please know that I will be sharing this with my company who booked off the block of rooms.
December 4, 2011
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 5 out of 5 by Jayrob69 Excellent Staff
Front desk staff and room attendants were great. Really went out if their way to take care of us.
July 8, 2014
Rated 1 out of 5 by MusicMan Terrible check in experience
After two flights and an extremely long day of work in NYC I arrived at The Sheraton to have 1000 kids and families running around the lobby and hallways of the hotels. I got on the Platinum Preferred line and there was 5 people in front of me (only one person working the check in desk). To the right of me on the regular line was 2 people working and about 8 people on line.
It took over 35 minutes before I event got up to the desk to check in....(The other line of 8 people was already was all done by the time I got up to the preferred counter). Then when the front desk person started to check me in they couldn't find me a room so they said hold on and ran to the back to talk to the manger. I turned around and looked at everyone else in line (also extremely upset about how long they has been waiting to check in and how understaffed this hotel was).
When the front desk person finally came out 10 minutes later I said....Is there a problem? He said they only had limited rooms left and that the manager had to assign them....(35 minutes in total I finally got my key)...I actually clocked this on my iphone because I hung up with my wife when I finally got to the desk.
I asked to speak with a manager and she said "Im sorry we are having problems tonight and were adjusting and gave me a nasty look"....Thats is....No offer of bonus check in points, no room upgrade, no we will send a bottle of wine to your room....no SPG Platinum acknowledgement! I stay in 100+ rooms a year, this was on my top 10 worst.....
AND TO ADD TO IT ALL....the whole night there were kids running through the hallways screaming and the walls to the hotel were paper thin.....
Not the best experience......For other business travelers out there, I know you know what I mean here....
July 13, 2012
Rated 2 out of 5 by LandedSPG My First impression: Terrible....but maybe not for you.
Here is the thing: this could have been a solid recommendation by me. However, it started off bad and didn't get better.
The positives are that generally speaking this is a decent priced hotel for how close it is to Time Square and Central Park. Also, note that the parking is not super expensive relatively speaking to what other hotels charge. And that's where the positives end.
As a PLAT member I did not get upgraded to even a better room not to mention a suit or anything! I know what the standard cop-out message by all hotel responses is: "it's based on availibility" and although that's true, more often than not if you argue long enough during check in, you get some kind of upgrade which only means that it's actually based on "who wants it more" instead of legit availibility. Whenever I have to argue for an upgrade as a PLAT I already can assume the kind of hotel I am dealing with. So when I didn't get upgraded, it was not too much of a surprise to find out the PLAT lounge was closed for the weekend. Now since last year they've gone 24 hours, but when I went there, it was closed.
So look, if the lounge is closed and I am not upgraded (and at the that time Internet was not FREE for PLAT's) what am I getting here for my loyalty? Nothing.
Maybe since 2010 things have changed for the better, but when I stayed here for three nights in a row it was not a great experience. I had used starpicks otherwise I would have gotten out of there on the first night, but when you pre-pay for a hotel booking that you've never stayed in before, you run the risk of getting stuck.
As a whole I recommend the place, barely. But be warned, there our better SPG alternatives all around you in NYC.
This hotel does not meet the category 5 standards and should be category 4.
December 7, 2011
Rated 5 out of 5 by HappyTraveler628 Exceptional customer service
I am a weekly business traveler and I was very impressed by the customer service experience specifically the attentiveness of the hotel staff. The club service supervisor went above and beyond during my stay and was exceptionally attentive to detail.
July 7, 2014
Rated 5 out of 5 by BigBelo Great houskeeping staff
Houskeeping staff was outstanding, I do not know the person name. But we stayed in room 1606 June 25th-29th. My wife thought she gave me a $100.00 bill and I told her she did not. We left with our kids and went out all day. When we got back to the room, the room was cleaned. Before we went back out, I droped something on the floor in front of the bed. I noticed the $100.00 bill was leaning along the bed wood frame. The housekeeping team left it as it was. What a great staff to leave something like this and not take it. The staff person should be put up for employee of the month.
June 30, 2014
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 2 out of 5 by joelbiran poor staff responsivness
room wasnt cleaned in 3 days i stayed
line to check in bags was extremly long and no measures were taken to shorten the wait time
July 7, 2014
Rated 5 out of 5 by Rubia Great spot. Centric to all
Excellent choice for Manhattan. The Hotel was too crowded for me but it was a holiday vacation. Very well located.
July 7, 2014
Rated 5 out of 5 by NapaWineguy Family Vacation Big Apple
My first stay with the family at the Sheraton Times Square was a great one! It started at check in. As a new gold member, I requested an upgrade and was given a suite. Front desk attendant Alex Fish gets 5 stars for his customer service and pleasant demeanor ( not always easy to find in NY).
Walls were a little thin, but the room was spacious and bed was very comfortable.
Location,location, location, can't beat it.
We will definitely be back!
July 4, 2014
Rated 2 out of 5 Very Disappointing Stay
After reading the many poor reviews I tried twice to reach out to this hotel prior to my arrival to prevent any issues. NO response from the hotel. I then emailed the eConcierge, who contacted the hotel on my behalf.
Upon check in. I received a dirty room, with the toilet paper holder falling off the wall. The amenity for the wedding surprise as promised by the eConcierge was never delivered.
I emailed pics to the GM and the eConcierge and am suppose to get a follow-up from the GM. I will repost after that.
Other than location - which is awesome, stay away from this SPG property!
December 15, 2013
Rated 5 out of 5 by Chay55 Tony Awards Weekend
The Sheraton was the perfect hotel for our weekend in NYC! The location was close to Radio City Music Hall for the Tony Awards ceremony, close to Times Square for the action, and close to Central Park for relaxation. The staff were very attentive and helpful ! We really enjoyed the Club Lounge and so happy we booked that room type as the views alone were well worth it!
We had received an email a few days before our arrival and our special requests were met to perfection!
Thank you to all at the Sheraton....you helped make it a very enjoyable and memorable weekend!
June 10, 2014
Rated 1 out of 5 by Cisco6810 Very Disappointing Stay
I have stayed at the New York Sheraton multiple times and mostly have had a great experience. I arrived early morning in NY and came to the hotel to check in (10:30 am). My room was unavailable and that is OK... I left my bags and then went off to meetings... I arrived back at the hotel to find that I was in a very small room, (no upgrade), the room was not very clean, there were no bottle water or any reference to me being a Platinum member. I tried to reach the desk and was waited for several minutes... I took a Fuji water out of the mini bar to take some med's and when I got my bill I was charged $8.00 for a small bottle of water... I walked away from this experience feeling like i was robbed
October 18, 2013
Rated 2 out of 5 by J062014 Smelly, Rude and No hot water
As soon as we stepped into the room we noticed the strong smell of urine coming from the bathroom. I called the front desk and was asked if I wanted the bathroom cleaned or a new room. I asked from a new room and was told a bellman would bring up keys to a new room. My husband and I stood in the doorway of the room with the door open waiting for the bellman as a woman came to the door with a room key. The room had already been reissued to someone, she spoke very little English. I then went to the front desk to see about the keys to our new room. I tried to give the desk clerk my room keys and explain that we had been waiting for the bellman with our new keys when the woman arrived at the door wanting in. Her rude response was she couldn't help me until I gave her my name. Very obviously not wanting anyone around us to hear what is going on.
The desk clerk gave me a key and said the bellman would be up to bring us the second room key. The bellman never showed up, we were there for a week, and never heard another word from the front desk. To top it off, we received a letter under the door on Friday afternoon telling us that due to utility work the hot water would be off from 10 pm until 8 am the next morning. We did receive a phone message telling us that since there was no hot water, we would have free internet access - something they usually charge for.
July 6, 2014
Rated 3 out of 5 by DaveNC13 OK, but a zoo in the lobby
This hotel does a good job overall, but for the second straight year I stayed here during their hosting of a dance convention. The lobby was extremely full and noisy due to all the dancers and their moms and it was very difficult to get an elevator. I had to wait for five full elevators and then take one going in the wrong direction just to get down to the lobby. This convention creates a chaotic and non-professional environment and I wish they would stop hosting it.
July 2, 2014
Rated 1 out of 5 by EW2011 Check in and baggage handling not good
1. Zero recognition of SPG Platinum status by hotel staff
2. $3.50 baggage storage is insulting
3. 30 min+ wait for check-in (Front desk staff was terribly understaffed at 5:00pm)
4. Overall first floor staff attitude is terrible
December 15, 2011
Rated 1 out of 5 by GoHokies This Hotel needs major renovation
I stayed at this hotel numerous times, only because I had a cheaper corporate rate. Otherwise I would never stay here with my own money.
This hotel needs major major renovation throughout and should not command such a high price. The rooms are very tiny and you feel so cramped in 250sq ft. And it feels very outdated and it is very old. They really need to renovate the bathroom and the room.
Only thing nice about this hotel is the location.
November 21, 2011
Rated 5 out of 5 by Ajenan Great hotel in a Great location!
Staff was very helpful and friendly! Great hotel in a great location.
July 4, 2014
Rated 1 out of 5 by Celeste1111 Horrible Experience
I stayed at this hotel for 3 nights 06/27-30/2014. I needed 5 but they messed up my reservations. They over charged my card for my stay and charged me for snack bar items from my room that were never eaten. My card was then charged for another persons room and the only way for me to get my money back was for this person to call in their card number. My bank called because they said that the Sheraton was trying to charge over 13,000 in charges on my account. I have spent over 6 hrs on the phone with corporate to be "accidentally" disconnected on and to be reverted back to the Hotel that made the original mistake. I'm getting no where with this place and I'm still waiting for internal affairs to contact me. I so disappointed in the Sheraton staff at the New york times square location, they have NO customer service skills. I'm not the only one in my party that is having issues with over charges on credit cards. If someone higher up in this hotel chain reads this, HELP. I want my money back and want the theif investigated that tried to use my card!!!!!
July 3, 2014
Rated 1 out of 5 by Manju Unacceptable
We walked into an uncomfortably hot, muggy room upon arrival. Turned off the heat but noticed there was no air. Called downstairs and they said they would send someone up. No one ever came up. I caught an employee passing by in the hallway (since we had the door opened, trying to get some cool air in the room) and she came in and stood on the desk to open the window, she also said she would send someone up with a fan and that never happened either. None of us got any sleep because having a window wide open in NYC can be pretty loud! Customer service was terrible. I would not recommend this hotel. The location is perfect but you can't get any sleep. Way to hot and bad customer service.
December 4, 2011
Rated 5 out of 5 by KCBlake Great Midtown Location and Service
This hotel provided us with a great midtown location from which we could easily access several parts of Manhattan. Proximity to the airport was also convenient. Our room was well appointed, and the staff members were very accommodating and responsive. Very good overall experience.
July 3, 2014
Rated 2 out of 5 by MarcoPolo1450 Another disappointment
Free internet access sessions in the lobby are limited to 45 mins; internet connection in the room is charged. Faster and unlimited internet available at nearby coffee shop. Hotel charges to store luggage even for a few hours after check out. When my personal belongings were transferred by hotel staff to another room several items were lost & never recovered. Valet trousers returned with loose button that housekeeping provided a needle and cotton to fix as they would not sew it on securely. There were no envelopes, writing paper nor postcards in the room although there was a small notepad and pen provided. Not to mention the problem with the first room….Another disappointing experience.
September 11, 2012
Rated 5 out of 5 by TVMIV Excellent Hotel
My family and I enjoyed our stay at the Sheraton New York. I especially want to thank Pearl who provided my wife and I with a gift of wine & cheese to help us celebrate our 20th anniversary. The room was quite comfortable for us on our 5-night stay. All hotel personnel were very friendly and courteous to us. The next time we travel to NYC, we'll stay at this hotel again.
July 2, 2014
Rated 5 out of 5 by Jennifer1 The Sheraton Midtown offers amazing customer services and rooms newly refreshed.
I would highly recommend the Sheraton
(Midtown) NYC Hotel, as this is our fourth
stay. I contacted Sharon, Director of
Reservations and she set up our requests
perfectly and professionally. Her follow up
via email was efficient and made are arrival
seemless. The location of the Sheraton,
Midtown is ideal because it close to the
best shopping, museums, theaters, restaurants, and Central Park. We stayed
on the forty-eight floor and a great NYC view.
Their beds are comfortable and linens, duvet,
and requested robes were upscale.
Being an SPG member helped us get a good rate and offers many exciting incentives.
We will return this winter for another stay
at this hotel and we highly recommend
it for the value, comfort, and amazing customer service it has to offer. The G.M.,
Terry Lewis, has a great team.....
June 30, 2014
Rated 1 out of 5 by Nightmare811 cancelled reservation
Imagine arriving in NY city with your 14yr old daughter, and having the Sheraton representative tell you, "Your reservation was cancelled!". I felt so disappointed, so scared and that feeling of being alone!
I booked the hotel in October 2011 as we were going to a dance competition. Circumstances changed, so I changed the reservation by phone, and the reservation clerk, "Dave"said the reservation number was the same as original one. No mention was made that I would be charged for one night in addition (even when I specifically asked about this). I also called many times(at least 6) to ensure the date was changed appropriately, (I was cut off, I was told to call "customer care"and was told everything looked ok before we left) spoke to Martha and Jason.Manager James Green was able to rectify everything in the end, thank goodness, but bring copies of reservation especially if you change anything.
July 15, 2012
Rated 5 out of 5 by LBtravels A great location
This hotel was a wonderful place to stay for our first visit to New York. It was a short walk to Times Square, the MoMA, and Central Park and the staff was helpful in answering our questions about finding different sights around the city. Our room wasn't ready when we arrived, but the staff sent up a complimentary bottle of wine and some snacks later. A very nice touch.
July 2, 2014