Rated 2 out of 5 by katky Bad experience from start to finish
Too many things happened in just 4 nights. First, after expressing concern about construction and renovation noise, we were assured we would be placed in a room as far away from construction as possible. We were given a room right in the middle of it, and there was scaffolding outside our window! It took an hour to move rooms with no help with luggage. Next day I was stuck in an elevator for 30 mins and VERY upset. I even missed my luncheon. I was told they would do something nice for me and they never even checked on me again to see if I was OK. Housekeeping never came one of the days. We were charged for mini bar item we never used and had to take time to get that resolved. Toilet didn't flush properly, tub won't drain properly. TV channels fuzzy. Security called and knocked at 6:30AM one morning, waking my husband.
February 22, 2012
Rated 3 out of 5 by ManhattanonBusiness Mixed hotel stay
The hotel lobby area was fine although printing a plane ticket was only accomplished by the concierges desk versus a common area computer. The lobby restaurant only had a buffet choice in the morning which was not what I wanted so I passed. The rooms were clean, nicely decorated, with nice bed linen. The hallway at night was extremely noisy to the extent I was waken up every night and multiple times on one of the nights. Not the hotel's fault but a pain nevertheless.
September 15, 2012
Rated 5 out of 5 by lellison62 Great location, Small Room
The location was perfect! Walking distance to all the shows, Time Square, Rockefeller Center, and subways. We walked almost everywhere because of this location. The only drawback of this hotel is the room size. It is small (although I am sure most are in New York). We had three in the room and the bathroom was too small for all of our items.
Also, if you like to unpack your bags, DO NOT stay at this hotel. This was the main drawback and the only reason that we would not return. We HATE living out of a suitcase. If you are only going for a day or two it is reasonable, but if you are spending 4 or more days it is extremely inconvenient.
I have given this hotel an excellent rating because this hotel is perfect for location and hotel employee helpfulness and friendliness. BUT if you like to unpack, this hotel is not for you.
December 1, 2013
Rated 1 out of 5 by Tara28 Horrible Customer Service
Upon checking in at 7am, the desk clerk assumed that I had stayed the night before or going to stay one day. Did not give me a chance to tell her that I just arrived and checking in for 7 nights. Air condition was not cooling properly, complained about this 2 to 3 times. Not sure if it was fixed because there was no follow up calls or note left stating that it was fixed. I had to put the a/c down to 65 degrees to get air. Doing this can freeze the compressor but I had no choice. No offer to transfer to another room. On the day of checkout, I asked if I can have an extra hour in the room. The first question to me was "are you a platinum member", which I replied "no, but I am a Starwood owner". Here is the answer that I received "we are sold out". I wasn't asking for an entire day, just an hour. This is how they treat their owners.
July 16, 2014
Rated 4 out of 5 by Lyn52 Fabulous hotel location and room comfort
Overall a great hotel to stay.
Management were particularly helpful during our stay- thank you.
We are SPG members and upgraded to SPG Club room and were not disappointed.
* Beds are very comfortable and we had a lounge and plenty of drawers under the TV.
* Good size room overlooked Central Park from high floor.
* Great light breakfast and nibbles as well as bottled water available in Club room.
* Take a travel clothesline for bathroom as no where to dry underwear.
* Unable to use fridge as it is fully stocked and if drinks are removed you are automatically charged! **you can 'hire' a fridge which is ridiculous**.
* One male SPG staff member was particularly helpful and friendly when approached the day after arrival.
*However, our first impression of NY was 'not friendly' when we first checked with a female staff member being very abrupt and rude. We had travelled from Australia for 22 hours and arrived at 7am.
Our room would not be ready until normal check in time of 3pm, I explained our tiredness and she was not sympathetic at all. I offered to leave my phone number but 'there would be no guarantee we will ring you'. I said I won't bother then and she laughed!
July 25, 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 PJH1 great location
Close to theaters and great places to eat, and easy and cheap to get to if you are flying in from Kennedy Airport via the E train and the link from Kennedy to Jamaica Station. Downsides are the usual iffy and often pricey cab ride to La Guardia and over-priced mini-bars in the rooms (one of my pet peeves). One caution--someone mismatched the coffee makers and the coffee supplier for this hotel, so the makers pour coffee all over the place with remarkable ease!
October 28, 2013
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.
November 26, 2011
Rated 5 out of 5 by DebbieR fantastic
After reading some of the review's, I was a little skeptical about going there. What a pleasant surprise. I had never been to NY City before, I reached the hotel, expecting slow service at check in, it took less than 5 minutes!! The room was spotless, and the people were extremely helpful! I would definitely recommend this hotel to everyone and I plan on going back as soon as I can! My experience was amazing!! A big thank you to the staff at the hotel!!!
December 6, 2013
Rated 4 out of 5 by Klippy Renovation exceeds expectations
Sometimes when selecting a Sheraton property I am hesitant, as my experience has been that some Sheraton properties can feel a little tired and in need of renovation. This was not the case at the Sheraton Times Square. The property had recently had a significant renovation. The property was warm, inviting and comfortable from the lobby to the guest rooms. The staff were also very friendly and welcoming. I felt recognized and rewarded as a SPG gold guest.
November 18, 2013
Rated 4 out of 5 by Amylee115 only had one problem
Let me start by saying that when I return to NYC I will try to stay here. The location was perfect with so many attractions within 1 mile, the room was roomy for NYC, and plenty of great food nearby. However, I put the do not disturb tag on the room, and my room was cleaned anyway. Along with their sheets, they also took my therapeutic pillow (to NJ where they wash linens.) and I never got it back. It took me 3 days of calling housekeeping to get them to not change my sheets. May seem silly, but I brought my pillow for a reason, and I feel like a "green" hotel should honor their policy of only changing sheets if you ask. BUT-like I said I will definitely stay here again, I will just call housekeeping ahead of time to make sure they know if I put the DND tag out, I mean it! just want to make it clear though, I really liked this hotel!!
July 16, 2014
Rated 1 out of 5 by laxcf The billing manager has tried to pull a fast one
I have stayed here once of twice a month this whole year. I moved some things around in the mini bar and they charged me for everything. I drank one cranberry juice but charged me for moving stuff. I am a platinum member and this is insane. After I explained they made bill correct at check out and next day reversed it again. Have spent over 45 minutes trying to get resolved. Great location, gym and rooms are good - very low integrity on the billing side.
August 2, 2013
Rated 5 out of 5 by Bren24 A great stay!
I'd like to thank you for our stay at the Sheraton Times Square. Everything was perfect!!! Warren, the representative who checked us in at the front desk, deserves special recognition. He was incredibly nice and professional, and he made us feel very welcomed. In fact, he even arranged to have a bottle of wine sent to our room --- a great surprise! He really went above and beyond. Thanks to him and your entire staff, we look forward to coming back often.
April 23, 2013
Rated 4 out of 5 by cahr Great hotel in a great location
Loved my stay at the Sheraton Times Square! Hotel is situated perfectly, right in between Central Park and the hub of Times Square. Room was actually less compact than I was expecting for a NYC hotel. Sweet sleeper bed was very comfortable. All the staff that we encountered were very friendly and helpful. I'd definitely stay there again.
April 14, 2014
Rated 1 out of 5 by JRV1956 Horrible hotel
This is a horrible hotel. On my first morning , a Monday, with no advance notice the hotel cut off the hot water to upgrade their system (not for any emergency) from midnight until about 10 a.m. This caused me to miss a meeting that I flew to NYC to attend. Then, at 3:30 a.m. the next morning they did a voluntary TEST of their alarm system, causing us and many others to run down 11 flights of stairs in our nightclothes. Then, the next night the alarm went off AGAIN, at 1;30. Further, the elevators are absurdly slow, and the food is below average for a luxury hotel, but everything is expensive. I strongly advise staying somewhere else.
May 23, 2014
Rated 2 out of 5 by DavidF too many problems
Broken toilet seat - dust build up on shower head and on top of fixtures - temperature 65 no matter what thermostat said - lack of response to calls to fix these things. This may be the busiest Sheraton, but is far from the best. You get what you pay for and my bad for expecting more at the lower price of this hotel. Front desk staff was good at checkin and staff in club lounge was personable, but we will stay at other NYC places. Not the best.
July 30, 2013
Rated 4 out of 5 by Platinum1202 Great Location, Great Service, OK Hotel
nice hotel but needs small maintenance items. Every time I flushed the toilet i had to perform my own maintenance to keep the water from continuosuly running. This happened to me here before in the same hotel.
On a good note Mohammed in the Club Lounge is excellent! Great Service!
Gym is very nice; however, tends to be a little crowded at times due to allowing locals to come in for a fee. This should be for hotel guests only.
July 17, 2014
Rated 5 out of 5 by julesmr Great location/Staff
We decided to stay at the Sheraton for my upcoming 40th birthday, It was also my first time in New York, this hotel is in the perfect location, walking distance to 5th Avenue, Times Square, Central Park, Rockefeller Centre etc, the Hotel staff were friendly and also on hand to help with questions on things to do etc, on our arrival we were surprised when we was told by the receptionist that we could have free wifi connection in our room just by becoming a Sheraton Prefered Guest member for free, we were on the 36th floor and had a lovely city view, the room was clean and comfortable, I would like to personally thank Anna (front office supervisor) and Anna Marie (VIP Services) for the lovely complimentary champagne etc for celebrating my birthday, which was a lovely surprise. I would definitely return to this hotel if I get to visit New York again
November 28, 2013
Rated 3 out of 5 by DLdldldl morning housekeeping
First of all, the roomst are not quiet as you can hear everything that goes on in the hallway. That happens a lot at hotels. The worst part is that you have maid service starting at 8AM in the morning and knocking loudly on every room around you with something metal. This metal tapping woke me up every 5 minutes. These housekeepers need to realize there are people tryng to sleep. it was so annoying that do not think I could stay there again.
June 14, 2013
Rated 4 out of 5 by Duckfan Ideal location to broadway-Times Square
Hotel more than met my expectations for cleanliness and convenience. Staff was very polite and helpful. My only warning-if you faint at the sight of a high bill AVOID the bar in the hotel lobby!!!I had 2 Gin and Tonics-my wife had 1 Baileys on the Rocks.The tab..$43..Each Gin and Tonic was $14, the Baileys was $11...then they add "tax" on top for a total of $43..Plenty of other pubs and bars within walking distance that are much cheaper.
November 22, 2013
Rated 1 out of 5 by Jonno54 Not Happy
Room booked and paid for 6 months in advance, but on arrival hotel is booked and we are trying to get you a room. First room given to us was a disabled persons room which smelt of vomit. Second room we were given had a bed which made more noise than the street outside, the springs in the base must have been broken, try to swap but no room available. Then 2 days before we checkout a room swap is available. To little far to late, never again.
May 7, 2013
Rated 4 out of 5 by BHSgirl71 personal touch
when calling customer service, they answer by stating your name. When we couldn't raise the window shade, they sent a mechanic straight away. It was a simple fix, and once raised opened our view to the city. After the ball drop on NYE, the staff conducted the return of guests in an orderly manner so the elevators were accessible and the crowd did not become overwhelming, i.e.pushing, shoving, everyone wanting to be "first" in line.
January 3, 2014
Rated 3 out of 5 by Ian74 Irritating minor problems
Analogue TV channels didn't work, and over a four day period, problem not solved.
In room safe didn't work, and also not fixed.
Maintenance man 'will be there in a moment' - 60 minutes later he arrived, and failed to solve either problem, then or later.
Hot water tap leaked, even when cold water opened.
WiFi in other hotels, Starbucks etc is normally free. To have 30 minutes free is OK, but really would be much better to have open WiFi.
November 14, 2013
Rated 5 out of 5 by jojo55 Repeat customer
I have to return often to NYC and use this hotel every time. The location is perfect for business and pleasure. The staff goes out of their way to accommodate my needs. I will be back.
May 2, 2014
Rated 4 out of 5 by Floridagirl22 Great location and nice hotel but staff not too friendly
I've stayed here for the past 3 years on my annual trip to NYC in December. Each time it was my birthday weekend but this time it was my 50th birthday. After mentioning this to the staff, they kind of just looked at me, never wished me Happy Birthday or acknowledged that I was a SPG guest or a returning guest. They just weren't very friendly at check in or out. Efficient but no personalized service. Great location and lobby is nice.
December 10, 2013
Rated 5 out of 5 by ILAN Home away from home
We had this month two stays at the Sheraton New York. As dozens time before we got the best treatment and recognitioon of my Elite Platinum Status - Suite Upgrade or Club Room, and other amenities. I would like commend the Hotel VIP team, and specially, Chelsea and Mhagen for the warm and personal response to our need.
We will be back in March for another business visit to NYC and obviously will stay at the Sheraton NY.
January 26, 2014
Rated 5 out of 5 by 2014NYC2014 Great Experience
The manager reached out to me prior to my arrival and asked if I had special requests. My sister was visiting first time to the US. When we arrived, they had a cheese cake with a message "Welcome to New York", with Apple and NYC map o nthe side. I thought it was an amazing touch to make us feel special.
April 14, 2014
Rated 5 out of 5 by Mikey18 First Time A Charm
If you are travelling to Manhattan to visit and see the sites this is a perfect hotel that allows you to work from the Center and see all the surrounding sites. The staff were always very helpful.
I will definitely choose this hotel when I visit again. PS. I was very impressed and surprised how helpful the local people in NYC compared to most city's I have travelled Thank You to All that made our visit so special. 5 Star all the way.
August 12, 2013
Rated 4 out of 5 by Gailo Horrible checking experience
I almost let my check-in experience ruin my stay and trip....bur I reminded myself that she had to be the exception. She was the worse. At no time did we have eye contact. What should have taken hert 5 minutes ..took her more than 15 minutes. As an SPG gold member, I felt it should have been acknowledged in some way, form or fashion. I have not stayed ata Starwood property for a while for this ver reason
February 19, 2014
Rated 2 out of 5 by Nick13 Rooms get a facelift; experience still average
I stay at the Sheraton Times Square for the location when traveling to NYC for work and pleasure. I'm rarely recognized as a Platinum member at the desk and even when I ask for a room on a designated SPG floor -- for this week's stay and a previous stay -- I am not accommodated. One bright spot: Muhammad in the Club Room has a sharp memory and warm welcome for me and my family every time he sees me. It nearly makes up for an average stay that should be exceptional. Pros: great beds. Great internet connection.Club Room. Pros: not all outlets work for devices; in-room safe broken, bathroom sink faucets leak, weak water pressure in shower.
May 16, 2014