Rated 2 out of 5 by Aaodao Not worth the money
Next time in NYC will stay in the Westin or W, this hotel is not worth the money. Poor service, rooms smell moldy, and so crowded that you can not get in the elevator for 10 minutes at a time.
The platinum lounge, is opened to too many, and the dress code is none existent. Smelly and sweaty people mix with business people. How can you seat for a snack with stinking neighbors that do not care.
This facility is poorly managed is obvious
June 22, 2012
Rated 5 out of 5 by trax53 Excellent suite with great view!
We brought my mother to NYC for her Christmas present and to see the Christmas Spectacular at Radio City, Upon arrival was greeted by very helpful bellman, the receptionist at the front desk was very professional and kind. We where upgraded to a Parlor Suite which was fantastic! The beds where very comfortable and the parlor was great with a murphy bed. City views from every angle. 2 bathrooms. We enjoyed our stay very much. Thank-you
December 19, 2012
Rated 4 out of 5 by Jim52 Problems Solved
I was very worried. I made reservations online and prepaid for three rooms during holiday season. We arrived after a. Full day of sightseeing. Tired, hungry and ready to be in a room. I was informed that the rooms we reserved were not available. The staff worked with the manager and solved the problems. We got exactly what we ordered. The room was outstanding and very clean. The location and views are perfect!! Thanks.
December 29, 2013
Rated 4 out of 5 by MCN1107 everything was fine except for shades in room
I stay at this hotel very often and notice that in a lot of the rooms, the black out shades show a lot of wear and tear and don't work very well. In this room, it was worse in that there was no cord or way to pull them down, and so the room was lit all night with the lights from the buildings across the street. maybe because it was a accessible room, there was a switch somewhere that i couldn't find.
January 30, 2014
Rated 4 out of 5 by Sheilae Missed second guest
Inhadva staff member take over my room as I had to leave conference early. We both went to front desk to add her. She showed I'd and we thought was added to register. Until her key didn't work. She went down to get new key. Was told room in my name only. By that time I was traveling and not reachable. Eventually security came and had her I'd luggage and she got in. But missed meeting as result. Very disappointed in staff. Hotl fine .
January 15, 2013
Rated 4 out of 5 by OLB033 This hotel is comfortable, well situated and has knowledgeable and courteous staff.
We thoroughly enjoyed our stay. The reception desk and Concierge were helpful and very informative. They were very efficient in providing assistance. The room was very comfortable and clean. The proximity of the hotel to Times Square, bus tours, restaurants, delis and Central Park makes me want to come back and spend more time. Courteous staff and the general friendliness were very much a part of a very enjoyable stay at this hotel.
August 26, 2013
Rated 4 out of 5 by capesue Great location
Room was very comfortable, clean and quiet.
April 14, 2014
Rated 4 out of 5 by JL2013 Great front desk service
I arrived at the front desk today trying to check in, only to find out that the booking made by my agent didn't come through. The staff at the front desk really went out of the way to help me, making calls, checking records and making arrangements to make sure I have a room to stay for the night.
One of the supervisors, Seher, was especially friendly and helpful throughout the process, turning this into a very pleasant experience.
March 23, 2013
Rated 4 out of 5 by Dlupia Pleasantly Surprised
After reading prior comments, I was a bit nervous about staying here. To my surprise many of the negative comments were not true.
Pros: VERY nice, newly renovated rooms. Comfortable beds. Bathroom met expectations for a midtown Manhattan hotel. Staff was friendly. Location was amazing.
Cons: No parking service when I arrived at 11 pm.
Baggage storage after checkout was a service not OWNED by hotel and we were charged a fee of $3.25/bag. Although not a steep price, very unexpected after we were told there WAS a baggage storage available but NEVER told there was a fee associated with it until we made it to the front of a 20 minute long line.
There were NO alarm clocks in the room.
There were only 2 people at regular registration counter during prime checkin/out times and the wait was a bit more than expected compared to other similar hotels in Manhattan.
July 1, 2012
Rated 3 out of 5 by BillfromEAMEBrussels Staffing levels
The hotel was in good shape, and the experience was pleasant on an overall basis.
I felt, however, that you were not sufficiently staffed in terms of front desk, concierge, and Guest Services Hotline personnel.
Check-in was totally backed up. And getting responsiveness from the Guest Services hotline was difficult. I know that the hotel was close to 100% occupancy. But the hotel felt unprepared to cope with this level of demand.
December 9, 2011
Rated 3 out of 5 by kbm19 This hotel has customer service problems
Bad customer service needs improvement
April 14, 2014
Rated 3 out of 5 by BILL21212121212121 Just OK
Rooms were fine...Great location to Tiems Square..Had two complaints--First, If i am going to spend $6 on a can of Dt. Coke from the mini-bar(which is stupid to begin with), I would expect that its not 8 months out of date. Is that too much to ask for??
Also it would be nice if someone had the authority or nohow to change the ink cartridge on the ONE printer/computer they have availible for printing off airplane boarding passes..
December 10, 2012
Rated 4 out of 5 by Guest4NYC Great location and value for money
This was the first time I stayed in this Sheraton and although the Club Lounge did not offer the regular Club Lounge experience it was still very good. The Front Office Manager (Adam) was great and went out of his way to make sure I had what I needed; made all the difference! Good location and great value for your money.
March 11, 2014
Rated 2 out of 5 by Pk4367 Construction at all hours
Didnt enjoy my stay this time. Construction at the hotels runs from 700am until 930pm. They put me on the floor right below. Answers from the staff ranged from "there's no construction" to the standard "it's a third party contractor that we don't control". To add insult, the tub was clogged so by the time my shower was done, I was ankle deep in soapy swamp water.
Far from my normal SPG experience. I won't be staying here again.
December 17, 2011
Rated 3 out of 5 by em73 basics and wifi
Other hotels I have been to wifi is free in the rooms. I had to pay $15 a day...why??? Only reason I got it was because of my 2 year old daughter who needed it to watch her favorite tv shows on our ipad. Room service prices way too expensive. I ate out each night as it was much cheaper for the same quality food. also the hotel didn't provide basics like toothpaste....had to pay for when it was provided for free in other hotels.
April 10, 2013
Rated 3 out of 5 by SC33 Rude staff
I had a reservation for three nights, The system did not have me down for the third night. The staff were rude and not appologetic over their hotel system error. Talking to me as if it was my problem and not theirs. The head of the cleaning crew and the manager should know better how to talk to the hotel guests at a time like this. Very dissappointed. The staff did not accomodate us. We are not staying at this hotel ever again.
April 3, 2013
Rated 3 out of 5 by dvs2013 Don't eat at this Sharaton
The front desk staff & maid service was excellent. Hotel does not have any formal dining and tried to pull it off for New Years.
The food was horrible (tasted like some sort of frozen packaged warmed up)
couldn't even make a vodka tonic correctly. The food service staff was rude and had the nerve to build in a 15% gratuity for a table of 4. Unbelievable a hotel in midtown Manhatten doesn't have a decent restaurant. Thumbs down.
January 4, 2013
Rated 2 out of 5 by AndreaC just a big confusione
I was there during the New York Marathon period.
Hotel is still under renovation, got an upgrade because of my platinum spg status, the suite was just a big room, not at all a suite...small bathroom...basic amenities, no minibar...no service at all...every time you dial 0, they tell you to call somebody else...even at the lounge, such a small one for a big hotel, and totally unprofessional and unfriendly staff! so disappointed!
December 16, 2011
Rated 5 out of 5 by Rbarbiedoc Outstanding management and front desk staff
We were a group of twelve that found ourselves in New York with no booked rooms. The Sheraton staff went above and beyond the expected to make this a most pleasant and relaxing visit. In particular, Mr. Fish is to be personally commended for his outstanding service in accommodating our group and its concerns. Special thanks also to "E" at the front desk who worked tirelessly with us during a very busy Passover and Easter week.
April 6, 2013
Rated 2 out of 5 by coxy2013 Hot Water shut off notification
I appreciate that facilities need to be upgraded, and there will be disruptions. But the notification of this disruption, via voice mail 15 minutes before it happened is inexcusable. By the time I heard the voice mail the Hot Water was shut off, and my early flight the following day meant that it was still shut off.
With more notification I could have made adjustments to my schedule and had a shower that evening.
December 21, 2013
Rated 5 out of 5 by Bob101 Great Place
The place was Great and beautiful from the start. Everything was available to us and anything that you needed was there for you. The Hotel make our stay in New York a Unbelievable vacation, One that the kids will not forget for a long time to come.
March 25, 2014
Rated 5 out of 5 by Deanna BEST TRIP EVER!!
Ok... First... and apology... I thought this review posted a month ago!! Seems I never POSTED it once we got home to our crazy lives!! Sorry!!
BEST TRIP EVER!! All because of Anne Marie in VIP! I am a military widow, and was following one of my triplets who was performing in NY with choir. We found out that our benefits are ending much sooner than we expected, so I decided to take the other two boys and make this trip our "Last Hoorah", so to speak.
I called and spoke to Robert at the front desk. Explained my situation, that I would be traveling with three very large teenage boys, and he hooked me up with the fabulous girls in VIP, and we were truly treated like VIP's!! We could not get over our accommodations, and special treatment!!
Anne Marie helped to make our trip SO much more comfortable and memorable!! Everyone was unbelievably gracious, and went out of their way to make our stay the best! From the attraction desk, the concierge, the bellmen, our cleaning ladies, EVERYONE we came in contact with was so pleasant.
I haven't even gotten to the location!! WOW!! It is right where you want to be! We even took the subways, since they are all conveniently located all around the hotel, to get where we needed to go with no problem! We walked most everywhere. So close to Central Park, Times Square, EVERYTHING!!
In short... just kidding... it was the perfect last trip for my boys and I, and we will always have fabulous memories of our stay at your amazing hotel, and I am more appreciative than I can express with just these typed words. I thanked Anne Marie in person before we left, but couldn't NOT write this review and let you know how happy you made a family of military survivors, that would not have had the trip that we did, without your generosity and grace.
Thank you from the bottom of our hearts!! If I ever have the opportunity to go back to NYC, I will certainly try and stay here!! Thank you Anne Marie!!! <3
April 27, 2014
Rated 5 out of 5 by rf17 Great Front Desk Service Leads to Great Stay
We took the family ( five kids) to Manhattan for Spring Break. While this was a little daunting, we recieved terrific check in service from Ahmed at the Gold/Platinum desk. He got us great rooms; showed us the value of paying for the Club Lounge and made sure our stay was fantastic. It was. We had a great time. On the way out, Ahmed corrected some errors on our bill. All in all, a terrific stay that started and ended well.
April 8, 2013
Rated 2 out of 5 by paulc Like Staying in Grand Central
I have one main complaint. Every time I had to go through the lobby, there were always throngs of people standing around making it very difficult to pass through. And I do mean every time. Something should be done to move people to another area to congregate so that guests can enter and leave without feeling like they have to push through a crowd. I have stayed at this hotel before, and it was like this the last time too.
March 26, 2013
Rated 3 out of 5 by MokHK average overpriced hotel
the location of the hotel is excellent, conveniently within 5 minute walk of multiple subway lines.
this building has 51 floors and i had requested high floor room almost two months in advance, however upon check-in, no rooms were available and i was stuck with 9th floor
the room itself was average, some paint was chipping off the walls and there are no towel racks in the room, where do you put the towel after using it?
August 21, 2012
Rated 2 out of 5 by wsimpson53 Wait 8 hours for a room to be ready? Really?
I took my family to the Sheraton New York Times Square Hotel this past weekend for a very special treat to visit NYC. We booked two rooms so we could spread out a little bit. I arrived at the hotel at 2pm and was told no rooms would be ready until after 3pm, which seemed fair enough. We went out to enjoy the sites and came back to the hotel at 7pm, when we were told one room was ready, but the other was not and would be ready "shortly". I called at 8pm and the second room was still not ready. We got a call from the front desk that the room was ready and someone would come to the room with a key in 5 minutes. 30 minutes later, just after 10pm, after a day of traveling and site seeing my wife and I were able to get into our room.
I was very impressed with the rest of the hotel, but waiting that long for a room reserved months in advance is completely unacceptable.
November 27, 2012
Rated 4 out of 5 by Michael45 Great hotel
We had a problem with our room(s) upon check-in. The front desk was more than accomodating and I did not have to raise my voice in order to be heard and understood. We received a level of satisfaction that left us feeling great. They knew what they should do and just did the right thing! Room service was excellent and our room was clean and comfortable! I love the bath products!!! The club level is one of the best around!
December 3, 2012
Rated 3 out of 5 by shahrazz SPG Platinum dont expect upgrades
This is a very busy New York hotel last year I stayed a total of 50 night and was even given a bonus SPG for staying so much. Every time I check in staff never say welcome back Always ask if I have stayed here before only three occasion I have been given a SGP upgrade. This is a busy hotel and very poor service from front line staff. The positives are its a great location.
February 8, 2014
Rated 4 out of 5 by krigger Great hotel
I have stayed in a couple of other Starwood properties in NYC and I would have to say this one is the best. The location was fantastic for us. It's close to the park and Times Square. It is also very quiet.
The only real problem I had was with check in. We had an early flight coming in to the city and just wanted to go up to the room and relax for a bit. We tried to check in around noon (which I knew would probably not happen) and were told our room wasn't ready yet. I tried again at 2:00 and was then told check in isn't allowed until 3.
This hard stance on check in time makes the check in line super long right at 3. I was lucky to be a gold member and only had to wait for one person.
Other than the check in the rest of the week was fantastic. The fitness center looked really nice and the internet was fast in the room.
I look forward to the next time I can stay here.
September 23, 2013
Rated 4 out of 5 by tom1299 nyc fine stay
quiet for a large hotel
very comfortable bed
clean and well maintained
April 8, 2014