Rated 3 out of 5 by VB17 Comfortable room but ridiculous left luggage policy
While my room was very comfortable, my overall experience was tainted by the hotel's policy to charge $3.50 per piece of left luggage even if the luggage is being left for an hour or two. I have travelled all over the world and have never seen a hotel charge for luggage left by a guest checking out. What was particularly frustrating was that I had checked out at 8am, planned to attend to a couple of appointments including a breakfast meeting and then pick up my luggage (one small suitcase) before heading to my next appointment at 10am. Had I realized there would be a charge for leaving my suitcase, I would have simply not checked out and would have kept the luggage in my room until I returned at 10am (still before the required 12pm check-out time).
While on the surface, it does not seem a big deal, the reality was that having to carry my suitcase around to my morning appointments was extremely inconvenient and not appropriate given where I was going.
I understand the need to keep left luggage to a minimum but when I asked the front desk if I could leave my suitcase, it would have been nice if the representative there would have told me of the charge because otherwise, I would have waited to check-out.
On the topic of checking out, while I like the idea of not receiving a printed bill, on the other hand, it doesn't give a guest the chance to know what is being included. For example, only when I downloaded my bill did I realize that there was a charge (the Javits Convention Center) for which I was unfamiliar. Perhaps management can respond now what this charge is for and whether or not it is optional.
15 maggio 2012
Rated 3 out of 5 by Kitbo Nice hotel, but broken tv,unattentive staff
I was extremely disappointed not to be able to watch a movie in my room. By the time I finished waiting for an engineer to fix the tv, it was late. The engineer was unable to fix the tv and it was too late to change rooms and begin a movie. I felt that I wasted my night dealing with the tv!
14 maggio 2012
Rated 3 out of 5 by Laurie25 Majoring in Mediocrity
There was nothing terrible about our stay but lots of little annoyances that add up to wishing we had been somewhere else. Our king bed reservation turned into 2 doubles and the person who checked us in insisted they were 2 queens--which is why we took the room. She should have been better informed. She also knew nothing about the gold welcome amenity and had to ask someone else. Our room had a broken safe and we had to call for service on it twice which made us late for where we were going. I had lots of trouble with the computer in the lobby, and the set-up is such that everyone in that lobby can see what you're working on. That's flat out wrong. I even get the idea of creating more energy and connectedness in the lobby by putting the work stations there, but give people a little personal privacy when they're on the computer. And the elevators took too long. Too many people coming and going--like a factory. And finally, I can't believe they are still charging $10 a day for the fitness center. Come on people. If you have to charge, make this one of the gold amenities. I didn't need that free drink. I need a workout in the morning. I am a committed SPG member but I would only stay here with points, I would never pay to stay here.
1 maggio 2012
Rated 3 out of 5 by mbear60 Great location. Get out of your room!
The location is fantastic. I paid extra to stay in one of the newly renovated "upgrade" rooms. It was nicely furnished, meticulously clean, and wonderfully quiet. Even so, the upgraded room was small and the bathroom was very small - you’ll want to get out on the town as soon as possible. The staff accommodated my request for late arrival and late check out without hesitation. The elevators are amazingly fast.
WiFi internet service is not free. I consider this unacceptable in today’s market. I attempted to use the lobby / business lounge computers without success. Three of the five courtesy systems I located were not functioning, and there was a line for the two that were.
24 aprile 2012
Rated 3 out of 5 by Jackie71 Great location
Rooms are on the smaller size. We had two full size beds in our room and they were small for two adults. The room for two adults and 2 children was tight.
23 aprile 2012
Rated 3 out of 5 by Hnlmale50 Lots spent on renovation, staff needs to be more guest focused
Three room changes to get a king sized bed. Called earlier to check about a need for early check, was advised it should not be a problem. Get to hotel early that morning to be told "early check in" is a request. Amazing. Had I know I would reserved the room one day early. Housekeeping staff was a delight, friendly and always with a smile. Front desk, is short staffed making wait longer even for SPG members.
16 aprile 2012
Rated 3 out of 5 by DanielC8N Perplexed
Very pleasant stay in a well-maintained and conveniently located hotel. Two concerns: the TVs in the workout room and rooms had many cable channels, including all the news, except MSNBC. Is there a political agenda here? If so, get rid of FOX, or include MSNBC, or I will not stay here again. Second, the private lounge on the 44th floor was very nice, but for breakfast, it was very dark--appropriate for a romantic evening, perhaps, but a stupid decision for the morning, when you can barely find a spot to read the newspaper.
17 marzo 2012
Rated 3 out of 5 by unansweredphone Will the front desk answer the phone, please?
Several attempts to reach the front desk were met with no response. Had to walk down to the desk on 3 occasions.
16 marzo 2012
Rated 3 out of 5 by jason711 did not meet expectations
Even though the comments on here from the hotel make it seem like you have a low chance of getting an unrenovated room, don't take your chances! I actually stayed here a few weeks ago and got presumably upgraded because I am a spg gold member to one of the renovated rooms. That room was great.
This time around, I got placed on the 6th floor, right by the elevator, in an unrenovated room. The entire floor was dated, carpet was worn/dingy looking, and the rooms matched as well. The bed was not comfortable (very different from upgraded room) and the room was noisy because it was by the elevator. I went down to complain and the front desk lady was nice but told me they were sold out. After some looking, I ended up in another unrenovated room on the 8th floor, this time away from elevator but 2 full beds instead of 1 queen.
Another downside is the heater is hard to get it to the right temperature so it was either too hot or cold all night.
Fortunately I am only here for 1 night so I can manage.
To make matters worse, there was construction noise all morning coming from the room next door. As I was leaving Sunday morning, the entire floor was a war zone, and I noticed the room next to mine had the door open, and it looked like he furniture was being stripped out. No one should have been staying on this floor while the renovation was happening.
I will be crossing the Sheraton off of my list of new York hotels I'm willing to stay in until all the rooms are renovated. Its not worth the risk to end up in one, especially when they list themselves as a 4* establishment!
22 febbraio 2012
Rated 3 out of 5 by CSS1 Great location but last 2 stays not up to spg
Hotel is in great location. Lobby has great vibe and is full of energy. My colleagues tell me that their rooms were nice and renovated. They don't have spg status. I've stayed as an spg gold the last 3 times there and my room was old, wrinkled, scratched. Not sure why they would consisently give the better rooms to the non spg. Definitely not what I expect from sheraton. Because of risk that I could end up on shabby floor in shabby room, I won't be staying here again until all renovations are done.
22 gennaio 2012
Rated 3 out of 5 by dvacpa Basic lodging and not much more.
Excellent location and very clean facilities. Parking is awful. No valet service at entrance. For $40 per night pakrking, you should be able to drive up to the main entrance. Hotel personel at check-in was understaffed and certainly could have been more accomodating. The room itself was comfortable and clean. This hotel serves the purpose of basic lodging, but not much more.
11 gennaio 2012
Rated 3 out of 5 by Carrie207 we were not given an upgraded room..
When we checked in, we asked if we had been given an upgraded room and were told "yes" by the clerk. However, our room was definitely not any different than any others. The bathroom was small, the door had to be closed in order to get out of the shower.
The clubroom is much too small. Apparently, people who were not platinum were able to pay extra in order to use it. This made the clubroom very uncomfortable - there were not enough seats and the staff was unable to keep up with cleaning when someone left.
We are five-star platinum and expect better.
10 gennaio 2012
Rated 3 out of 5 by Lisa72 Great location
I've stayed in tis Hotel several times a few years ago and have always loved the location. With the new renovation the Hotel have gained another star in My book. Lovely bedcomfort!
10 gennaio 2012
Rated 3 out of 5 by gvf136 Good Hotel as long as nothing bad happens
We have been here many times and enjoyed the hotel very much. The view from the 44th floor lounge is great.
This time, actually it was our last day,
the power went out in the morning.
Late afternoon, it got dark, there was still no power. At the reception, a manager told me that they can not get an electrician to fix the problem. Later, after complaing several times more, we got a new room.
By then it was dark. We were promised
flashlights and help to move our belongings. Nothing. So we moved all our things out of the room in darkness, just with the help of my sons mobile phone flashlight. It was a sad ending of an otherwise wonderful 10 day stay at the hotel. The staff at the reception was really not helpful. They all seemed overworked and grumpy. So next time we will try another Starwood Hotel in New York.
6 gennaio 2012
Rated 3 out of 5 by Morgan22 Great Location, Unprofessional Staff
The location for this hotel cannot be beat for leisure and business travelers. Close to everything. The staff is not very professional and I was a bit surprised that they don't offer much recognition for being a Platinum member. I had to wait for my room for several hours even though I requested an early check in. I was not upgraded as the benefits suggest. I witnessed a cleaning lady tell off a manager in the club lounge in public. I was rudly stopped in the club lounge by the hostess who accused me of trying to sneak in more people without paying.
4 gennaio 2012
Rated 3 out of 5 by MrDoc Lounge Disappoints
The Hotel is very well situated and undergoing renovations. The Rooms are well maintained and effecient.
Staff is pleasant but can see that they are challenged because they are being overworked, and cannot deliver Front Desk Service.
The Lounge for Breakfast is just short of a disaster. TOO SMALL and overcrowded that takes away from any positive experience The Food itself and variety is good, but NO PLACE to enjoy.
Still very good Hotel, and will re-visit.
If they can overcome their Service shortfall, would be a great experience.
Platinum Status Member for Several Years
1 gennaio 2012
Rated 3 out of 5 by sicco Club Room
The size and facilities are perhaps inadequate for the size of the number of rooms and consumers who are eligible or who have upgraded themselves. Both breakfast times and evening canapes ended up with my travelling party not having any seating space and we had to return later.
25 dicembre 2011
Rated 3 out of 5 by Kristi Poor attention to detail
I have stayed at this hotel many times and usually have a wonderful experience. This time when I checked into my room I found used soap and shampoo left in the tub and no free water in my room that was part of my package. I called down regarding these two issues and about an hour or so later house keeping showed up with a bag of shampoo, soap and conditioner. I had to call back down about the water and they said to take it from the mini bar I wont be charged, well I did that and of course was charged.
21 dicembre 2011
Rated 3 out of 5 by Hondo Adequate plus
I appreciate the new look of the property but find the hotel to be increasingly corporate and impersonal. The lobby is always crowded, noisy and busy (I guess that's good if you're the operator) and finding a place to sit in the bar area is nearly impossible. Squeezing the Link into the same area has made it even more congested so I always have appreciated having access to the 44th floor concierge lounge. Unfortunately, the remodeling of that space has made it far less appealing.
That lounge feels cramped and has extremely poor layout for access to food. The loss of the long and more gracious entry leaves a bottleneck at the front door and chaos with even modest crowds. Thomas and Muhammad are the bright spots with their remarkable memory for guests and outstanding customer service. The furniture, though, is awful, especially the two seater tables under which feet don't fit.
The rooms are fine...though as a Platinum, I haven't had a suite upgrade in years. I appreciated the welcoming email from a manager, but she had me incorrectly identified as a Gold SPG, not Platinum.
So, overall, the property is 'functional', but with the loss of the unique 44th check in option, the degradation of the concierge lounge and the lobby mess, I'm inclined to finally move to another property (likely still Starwood) for my next NYC visit.
14 dicembre 2011
Rated 3 out of 5 by Bud33 Another Disappointing Starwoods Stay
For the third time since becoming a Starwood member I did not receive an upgrade in my room. I received more upgrades when I wasn't a Gold member.
The room we got was on the 17th floor. Besides the noise from the street, it was very small and run down. The bathroom had brown stained splashes all over the bathtub on the side of the toliet and brown stained splashes along the back of the toliet wall. Never, in the four days we were there was it cleaned, it was disgusting.
On our first day we could hear the guy next door talking on his phone while we were seated in the room.
The only bureau in the room was not even useful. There were two of us and only two small drawers to use. a third draw was taken up my items from the mini bar in addtional to the refrig which also took up a lot of space.
The bed was very comfortable and I got a good nice sleep since I was ear plugs to block out the noise. Additionally, the cleaning staff did replace the shampoo and conditioner each day.
When we first got in, after not getting an upgraded or at least a renovated room there was a knock on the door. The managers of the hotel had given us a bottle of water and a couple of fruit because we were "Gold". I would have rather had the upgraded room.
On Sunday when I called to confirm the late check-out I was told by the woman that we had to leave the room by 2PM and not 4 in no uncertain terms. She said "READ YOUR BENEFITS". Very unprofessional.
The best thing about this hotel is the location. It is close to everything which mean that the hotel is always busy. The lobby is always full of guests
14 dicembre 2011
Rated 3 out of 5 by Noelle49 Always fall short...
The last time I stayed at this particular Sheraton I arrived around 8 pm, exhausted after a flight from Madison, WI and entered a room that had a bathroom that reeked of urine. Of course, the hotel was sold out and I had to make myself busy until the offensive odor was erased. With that memory in mind, I was very hesitant to book a room at this hotel. However, they offered a government rate and I had no other choice but to stay. When I arrived, I found out that they gave me an upgrade. Wonderful! I entered the room and was greeted with the fresh smell of Febreeze. Thank you.
12 dicembre 2011
Rated 3 out of 5 by fanofspg Lower your expectations. Bare basics. But OK.
First time at Sheraton New York. Overall, if you just need a place to sleep this hotel is OK. Don't expect much else.
Usually Sheratons in big cities are amazing. This one was all about volume. I guess someone forgot to tell them it's the holiday season and they need to prepare for it.
Reception desk was understaffed. People waiting in lines to check in for 15 minutes was ridiculous. Check out was about 20 people deep. Just drop your card and skip the line at checkout.
Regular water... 6 dollars?
The next day they charged me 10 bucks for holding my bags for three hours because it's only free when you check in and your room is not ready, and apparently they forget to tell you that the check room is not part of Sheraton. Rip off all the way. First time I ever had to pay for bag check at a hotel I'm staying at.
The worst part of it all was the disorganization. Why wasn't the cleaning staff informed that we were checking out late ... and why would they storm into a room after one knock at 9 am in the morning! What hotel cleans rooms at 9 am with guests still in it? Why not start with rooms that already checked out?
And forget about security. Anyone can get into the hotel and freely roam around on all the floors. Lock your doors!
The room however was very nice. Small (NYC standard) but nice. Sheets had some weird stains on them but coming back from the city at 2 am we just did not care too much about it. Higher floors in NYC give you a much needed break from traffic noise. If you're a light sleeper it's worth it to wait for a room on a high floor.
I'm disappointed though that as a GOLD SPG member I was not given a room with a better view, or at least on the SPG Preferred Guest floors, even more so that I booked the room 3 weeks in advance.
12 dicembre 2011
Rated 3 out of 5 by MMC123 Not Great - Not Awful
The hotel is a very large and busy hotel which the owners fell short on having sufficient staff to manage. I waited in the SPG line for over 20 minutes to check-in. Other guests were probably waiting 30 minutes or more. Once we made it to the check in counter, it was a mess and disorganized. The shops were closed at odd hours for extended periods and the prices seemed high. The rooms, while clean, were not up to Sheraton quality. The staff, however, were good natured and resourceful.
10 dicembre 2011
Rated 3 out of 5 by JRO23 Floor was dirty
I've stayed at this hotel before and thought it was great. But this visit was disappointing. Our hallway floor was very dirty - looked like it hadn't been vacuumed in days. Our room was clean enough, but not great. Location of this hotel is very convenient.
9 dicembre 2011
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.
9 dicembre 2011
Rated 3 out of 5 by jpk51 Not Organized
I have confirmed reservation. Not able to find my reservation. After showing my print out of confirmation gave me the room.
7 dicembre 2011
Rated 3 out of 5 by javelin Wasted Starpoints
At the SPG agent's suggestion, I used 29,000 Starpoints to get 2 rooms (14,500 ea) on the Preferred Guest floor. On arrival, we got one room but the hotel said no rooms with doubles were available on those floors and we were placed in a double room on another floor. We could have had this room for 12,000 points so we wasted 2,500 points.
Also, mattress was hard and pillows horrible.
6 dicembre 2011
Rated 3 out of 5 by outoftowner perfect location
great location! only negative check in process..huge lines..room not available when I arrived (not unexpected) but told to come back in an hour..another huge line (got request wrong for 2 beds not one); correted; told to come back in another hour...another huge line...request for 2 beds still wrong and not in system; told to come back in 2 more hours; huge line, again "wrong" request for 2 beds, room not ready-- at 8 pm line not so long, room ready..but only one bed! had to be swapped for a different room; line too huge to check out next day; need more front desk staff; & better communication
6 dicembre 2011
Rated 3 out of 5 by Joan49 Need to alert guests in advance if the President is coming to the hotel!
I would like to have been alerted to the fact that President Obama was going to be attending an event at this hotel during my stay. This caused a huge inconvenience to the guests trying to enter and exit the hotel as the streets and entrances were blocked off with NYPD for several hours.
Also the TV reception was terrible.
5 dicembre 2011
Rated 3 out of 5 by Redbirdma Good Location, Fair Service
This hotel is has a terrific location on 7th Avenue in NYC. It has never been my first choice of SPG hotels, and I only use it as a fallback when neither the Westin nor W are available. The newly renovated rooms are pleasant but relatively small. The last two times I visited I did not get my expected upgrade as a Gold Card holder. Also the restaurant buffet is terrible -- always cold and tasteless -- and very expensive. Not acceptable for a major hotel brand.
26 novembre 2011