Rated 5 out of 5 by Denise72 A Wonderful Spot in the middle of the Chaos called Times Square
This hotel is in a great location: close to MMoA, Rockefeller Center, Radio City Music Hall and shopping! Even with all that is going on in the area I found the hotel itself to be calm,quiet and relaxing.
My room was spacious,clean and up to date. The bed was firm and very comfortable. The breakfast in the coffee shop in the lobby was basic but no frills. I was very surprised that complimentary Wifi was not included for guests. It seems like a must for a hotel that hosts conventions?
November 2, 2014
Rated 1 out of 5 by ICEMAN07 I must lower the expectations next time
I choose Sheraton in Times Square because it is 2 blocks away from the show i wanted to see for decades. Finally that day came i i drove to New York only to see the show and stay at Sheraton hotel for a night. I wanted my trip to be memorable so i didn't mind booking at a well known hotel and paying a little bit more as oppose to staying at a not so well known hotel. As it turns out, the shower at our room only comes with either steaming hot and freezing cold. It was very inconvenient. My 2 days in New York is perfect except every time i'm reminded with the shower experience, i can help but be upset. I have stayed in Sheraton Waikiki in Hawaii and i loved every details they have in that hotel. It is from that stay where I've always associated Sheraton as a first class accommodation. With all of the best hotels located in Time Square, it now adds a curiosity on how better or perfect my experience would've been had i stayed on a different hotel.
November 12, 2014
Rated 5 out of 5 by travelingdoc42 Great Hotel For Starwood Platinums, But Would Not Recommend For Anyone With Less Status
This was our second stay at this this hotel since it was remodeled. It was our first stay as Platinums. Once they realized we were Platinums (we had to tell them…their computer said we were still Golds and welcoming fruit/beverage gift delivered to us on second night addressed us as Golds), they treated us great; the room was great and they responded to all our little problems (shower power and mini-bar) quite well. This is all in sharp contrast to our experience at this same hotel as Starwood Gold’s last summer. The lounge (not available to Gold’s last summer, except for an additional charge) was nicely remodeled, but much smaller than it used to be. Also the food in the lounge was considerably more meager than I remember from the pre-remodeling facilities a few years ago (no berries, melons, meats, eggs (except hard boiled) and no Danish or donuts at breakfast). This bothered me at first, but then the nice selection of bagels (with bulk cream cheese instead of little packets….although they would bring these if you asked)& muffins, great hot oatmeal ( with nuts ,honey, brown sugar and dried fruit available as toppings), lots of yogurt choices(flavored & plain, sweetened & unsweetened, bulk and in individual containers…but no full fat flavored yogurts)and the availability of great choice of coffee and other beverages made me change my mind and view this as potentially more healthy. All staff were friendly, helpful and provided accurate information. Soundproofing was so good that, if I did not see newspapers outside doors of other rooms near us, I would have thought that we were only ones on the floor. Internet was excellent and free for Platinums, but annoyingly you had register each day for each device. Elevator service was fine (particularly for a 50 story building!), and of course location is great. New key system using chips instead of magnetic strips (and just waving at lock) was what all hotels should have.
February 9, 2013
Rated 4 out of 5 by Joanne43 Superb Hospitality
I am writing this review to share the highlights and lowlights and more specifically commend an employee who went far and above anyone that I've encountered in my many, many years of traveling to Starwood properties.
I brought my daughter to the Sheraton New York at Times Square to celebrate a very important milestone. We had several delays in our long travel day and arrived exhausted. I had previously requested the Suite Night award but unfortunately it was not available. Upon check-in, I was notified that an upgrade view room would be available in about 1-2 hours. Sounded good and we went to dinner. On our return we were checked in and given the keys to what turned out to be an already occupied room. I took our luggage and headed to the club room on the 44th floor. That is where we met Jorge, the on-duty VIP supervisor who personally saw to it that our trip was to be one of the best ever. He greeted us, grabbed our luggage, procured us a refreshment and set about getting us a new room assignment. For the next five days we felt completely pampered as well as a valued Starwood member. Each morning, Jorge was there to greet us in the Club room and insisted on getting my daughter her hot water and lemon himself as well as recommend restaurants, sights, etc. He arranged for a special celebratory gesture to be delivered to our room the evening of her event accompanied with a congratulatory card signed by the staff. This goes to show how just one employee can truly make a difference and we cannot thank him enough for his kindness and hospitality. We are already looking forward to our next trip to the Sheraton New York!
On the negative side, the only area lacking at this particular hotel is the reception staff. I have been to this hotel about 10 times and not once have I felt welcomed. No front desk associate that I have come in contact with has ever greeted me, acknowledged brand loyalty or returning guest, acted happy, or basically cared about their position as the initial point-of-contact employee. As a unit, they seem generally unhappy that you are there to check-in/ask questions/etc. and treat you as such.
April 11, 2014
Rated 2 out of 5 by Hef2012 Recent club lounge changes for the worse
I have stayed many times at this hotel as a platinum member.
At my last stay, the Club Lounge made changes which were very disappointing in an effort to reduce cost.
First, the Lounge used to have hot appetizers, cookies and sweets. Now those are gone and there is only a few cheeses, crackers and vegetable sticks which were there previously.
Second the breakfast has been scaled back. There used to be lots of fresh berries and pastries that were available in the morning. These have also been scaled back.
Overall very disappointed in this change. There was no notice of this change given....I stay at this hotel ever 2 to 3 weeks.
August 11, 2012
Rated 4 out of 5 by Lance Just one problem
I opted for the concierge floor on my recent visit, the first in almost a year, and wanted to know my displeasure with an otherwise excellent concierge facility. Up until this year the breakfast had a remarkable fresh fruit array but this year it was gone, replaced by little cups of yogurt. Staff told me the change had been made to cut costs, but in doing so, the hotel also brought down the level of breakfast amenities dramatically, to more on the level of a roadside motel breakfast which has little to recommend it. I would urge the Sheraton to restore the breakfast to what it was last year and in previous years, and look for ways to make it even better.
May 26, 2013
Rated 1 out of 5 by rye27 As a returning guest, the hotel has failed to meet expectations
I am terribly disappointed with my current stay at the hotel and utterly distraught on the hotel's service. The first night was absolutely horrifying as we were not able to have our sleep the entire night.I have requested as well for extra pillows on my reservation. I received an email that the room is ready for our arrival but instead, my simple request for pillows has not been granted. I had to ask it form housekeeping which gave us the pillows after more than an hour of waiting and it was already past midnight by then. We were initially assigned to a room close to the elevator at 2806. We heard a lot of banging of doors, noise from outside the room and the jackhammering from somewhere. In effect, no sleep for us for the entire night. We asked for a change of room. The front desk was helpful and referred us to a manager that tried to fix the situation. Apparently, they had no clue who is the guest and kept on calling me with another name which makes me feel unwelcome to the hotel. It seems that the hotel is not keen on personal approach to the guests. I even received numerous excuses when a simple apology can suffice to loosen the tension. When we were supposed to move the room, it seems that there was no available bell man to assist us so we had to rush and move to the new room which added to my roommate's anxiety that caused his anxiety attack at noon which even needed some emergency medical services.
I actually thought that being a starwood preferred guest will make a difference in treatment and service but apparently such has no bearing. This is not the first time i have stayed to a Starwood Hotel Chain and it appears that this is the worst experience ever.
I apologize that our need for a good sleep apparently is not as significant as a better view that has been kept on reiterated to us.
I apologize, as well, that maybe it is best to reconsider this Sheraton for a return stay. Its reputation does not meet consistency and does not meet expectations.
We hope that next time, situation like this will not happen to other guests with that appropriate and necessary actions will be made.
November 14, 2012
Rated 2 out of 5 by james127 Hotel Needs Improvement
Overall this hotel needs to improve especially in the area of customer service. Being that it it a very busy hotel very little time is spent to "Take Care of the Customer" My hotel hair dryer was broken it took 4 phone calls to get a replacement. The ceiling stucco in the restroom was old and crumbling from ceiling. There was one employee that was outstanding her name was JOY. She has outstanding customer service. Joy is an outstanding employee and great with customers. Even the Manager on duty was rude and unresponsive to my concerns. I still have an unresolved issue with my sons hotel bill . (which was on my credit card) This hotel has lots of potencial
April 13, 2013
Rated 3 out of 5 by Dbat SPG Loyalty?
This is the only Sheraton I've come across that doesn't provide lounge access to SPG Gold members. Not sure what the loyalty program is for???
In addition, shower dripped making the morning shower a terrible experience. Wouldn't stay here again and making me doubt my loyalty to SPG.
November 13, 2014
Rated 1 out of 5 by Nicholas3 service not up to expantationd
On arrival we were not allowed the early check-in I had requested. the two bed room I had requested was not available either. I had called in Nov. when I made the reservations and requested the above. On arrival their was no record of my requests. My son and I spoke to a person at 7am about the room and was informed it would be near noon before
we could get into a room.
At noon I was informed they had our room with one queen size bed, needless to say that would not do. Half an hour later I was informed they had a king with a chase. I said we would make do. after 3 requests for bedding for the chase it arrived while we were gone and we had to make it up. the next day the chase was made, but on the last night it was not made up.
I was very unimpressed with the whole visit.
August 9, 2014
Rated 5 out of 5 by Ashlei Great Experience
I must say that my experience was superb. I really appreciated the warm and friendly service of the front desk and restaurant staff. The front desk employee that helped us name was JOY. She was extremely nice and helpful. Not only did she answer all of our questions about the hotel but she also gave us great suggestions of things to do in the city. In addition to the front desk staff, the service during the brunch buffett was AMAZING! Everyone was extremely nice and profession which made our stay all the more enjoyable. I will definitely recommend this hotel to friends and family who visit NYC.
September 23, 2014
Rated 1 out of 5 by Forgotten Nightmarish
I made these reservations in February for a conference and took three students. The rooms were prepaid well before we arrived. When we arrived, the students and myself all left our check cards for the room deposit, to cover incidentals. We were told these cards would be charged $50 but the fees would be returned. The next day, each card had been charged for the rooms AGAIN. Because this was check cards, and these were students, this wiped out all the funds they had saved for the trip. For one student, it removed more than what was there--and before he discovered the unauthorized charge, he had used the card for a few meals. That meant that all those charges "bounced." EACH student then had ZERO funds for the trip--a trip for which they had saved for months. We spoke to the front desk, who assured us the funds would be returned--in two days, AFTER our departure date. Basically, this ruined the entire trip. The students had no money at all and could not afford to take ANY of the tours we had planned, could not see a show, and they could not even afford a meal. That meant I had to cover all the food, which cost me hundreds. We have yet to have any of the money returned; I spoke with a supervisor, but we have not received any information or contact. In addition to that, I had a magazine I had purchased at the airport on a nightstand in the room; I kept the receipts in it from the meals, hoping my university might reimburse the funds. The magazine was thrown away from my room--leaving me with no way to claim this cost. I cannot stress this enough: I have traveled all over the world, I have attended over a hundred conferences, and this is the worst experience I have ever had. We did have a reception rep offer us one complimentary breakfast, which was kind, but quite frankly, not enough. Not only was the entire trip ruined, but we are still dealing with the consequences. The funds have not been returned, hundreds of dollars of fees have accumulated, and we have received no contact from anyone. I am surprised management has not reached out to try to make this right. I don't know if it can be made right, but at the very least, I don't think any student should be charged for wi-fi use (which was ordered BEFORE learning the accounts had been erroneously charged). We probably should have had someone worrying about ALL of the meals, considering it was the hotel's mistake that created a crisis. Why wasn't that offer made? Why weren't the rooms offered at some discount? Why haven't the funds been returned? Why hasn't a manager contacted the bank to make sure these fees are reversed? At this point, with the experience I have right now, I will not stay at a Sheraton again. And that is unfortunate; I will attend other conferences, and I will certainly let my university's business office know the problems we have had and our currently having with this hotel.
March 15, 2014
Rated 5 out of 5 by TomfromCT Impeccable service in a great location
My wife and I have stayed in this hotel many times over the years and the service is always great. There are several persons in the lobby ready to help you or just to smile at you as you pass by. The hotel has an ideal location. Our room was whistle clean.
November 13, 2014
Rated 5 out of 5 by UKevin Welcoming, Professional and Attentive
I have just returned home to the UK from my second stay in this excellent hotel. The staff have all been attentive to our needs and have "gone the extra mile" to make our stay very special.
Thank you for making my week-long 65th birthday celebration so memorable.
Professionalism with a personal touch is not easy to achieve but the Sheraton a Time Square achieves this consistently.
November 8, 2014
Rated 4 out of 5 by TFITZ My local favorite let me down.
I often stay in this hotel on business. Last week I checked in around midnight and a the front desk attendant stated the hotel would be without hot water until 6:00am the following morning. This was a bit inconvenient, but I waited until 7:00a to try and shower. We still had no hot water. I eventually had to give up and endure the pain of an ice-cold shower so that I could go to work. The hotel staff never acknowledged that they failed to provide hot water at a reasonable time, blaming it on the city. The rest of the week was a normal quality stay. I was just surprised regarding the hotel staff's attitude regarding the pain of having to shower with ice water.
May 26, 2014
Rated 4 out of 5 by Sandy832 Light from Hallway Right Outside the Room Door
We could understand why your hallways are illuminated. But for some reason, when the lights are located right outside/above the room door, the light just blasts into the room (through the gaps between the door and the wall) and thus hardly conducive to a relaxed environment during the sleep hours.
November 11, 2014
Rated 5 out of 5 by Mary42 A Sheraton Welcome
What made this a truly outstanding hotel experience for us was the wonderful and sincere welcome we received from Molly as we checked in. While we chatted and she explained the hotel amenities and enrolled us in the SPG program, Molly learned that we were in the city celebrating our 50th anniversary, and sent a lovely card and welcome gift to our room. I have already recommended this hotel to several friends based on Molly's hospitality and thoughtfulness. The NYC Sheraton is lucky to have her on its staff!
Our room was spacious and spotless, with a spectacular bird's-eye view, and it was great to be so close to TImes Square.
September 26, 2012
Rated 5 out of 5 by Wunan An excellent hotel in every respect!
As soon as I arrived in the evening, Alex at the front desk checked me in! He was delightful, warm, and very accommodating! Steve took care of me at another time and he was very nice and helpful!
The location, staff, and room were excellent in every way. The room was very clean and the bed, extremely comfortable!
November 10, 2014
Rated 5 out of 5 by Bov123 Excellent experience
Really enjoyed the entire experience staying at the hotel.
November 15, 2014
Rated 4 out of 5 by Amadamia Terrible Room Experience!
We were quite upset during our stay when one evening we lost total electricity to half of our room. We placed a call to guest services/housekeeping to report the incident and waited over one hour (without lights). When we placed a follow-up call, the incident was treated as if it had not been reported previously!!!! The next day, we returned to our hotel room to find a flooded bathroom with soaked towels on the floor. No note was left about the leak or incident causing the excessive water on the floor nor an apology for the inconvenience. When one pays top dollar, one expects not to have to deal with incidents like these. We felt totally disregarded as guests!!
September 23, 2013
Rated 5 out of 5 by Michael45 Great Hotel
We stayed on a club level floor in which the room was large, clean and impecably decorated. I was a bit nervous after reading other reviews but the hotel far exceded what I had expected. We were there during a warm holiday weekend and the entire city was packed but they hotel had us checked us quickly and were quicj to answer any questions we had. We had an issue with the room next to us, which they immedately looked into, although not resolved to my liking we realize only so much can be done with inconsiderate loud people.
December 7, 2011
Rated 5 out of 5 by GoingWoman Frequent Traveler
NYC rooms are traditionally small but the total renovation at this property has mazimized the usable space. Great renovation job. The staff is always very friendly and helpful and its nice to see the same faces time after time. I only visit the hotel about 4 times a year so I am delighted that I am remembered.
December 26, 2011
Rated 2 out of 5 by designerD For the location and money I expected more
I have to say the biggest drawback was the bathroom. The staff did not even clean the toilet (excrement) from the previous visitor, and then that lovely toilet wouldn't STOP flushing! You have to jiggle the handle after every flush or you have a constant interval of flushes.
Aside from that the space is very cramped, which probably wouldn't be so bad if they didn't cram it with furniture that you have to weave around. In order to hold open the door for the bellman, he can't get IN past you with the luggage. In all it is just below standard from what I expect from SPG.
I thought the storm would be my biggest complaint....
February 13, 2014
Rated 2 out of 5 by AandP Not up to SPG standards!
The room was tiny for the price. The toilet did not work. The line to get up to the room was very long. The "cafe" on Saturday only had a $34 brunch- only wanted a sandwich.Only went for a seminar, but expected a better stay.
November 10, 2014
Rated 5 out of 5 by DonnaMCPO Exceeded my Expectations
I loved the Sheraton Times Square. I checked in 10/5/14 for my mom's 79th birthday celebration. The staff was wonderful. From the check-in with Iverson, Julia concierge, and Nancy & Stephani who purchased our broadway show tickets.
They were all professional, helpful, and customer focused. They made this trip very special for my mom.
Also, Rosario kept the room spotless! I would recommend the Sheraton to friends and family.
Only one recommendation. I could hear my neighbor talk, cough, and sneeze. It was almost like we were in the same room.
October 12, 2014
Rated 5 out of 5 by kdanner101 This hotel has Prime Real Estate
We stayed in this hotel for the New York City marathon. I knew I had picked a great spot when the general manager was emailing me with Welcome's and any needs I might have BEFORE my stay.
When we were there we always found the hotel to be conveniently placed in New York. It was basically the center of everything. I have nothing bad to say about the hotel. It was completely amazing.
November 4, 2014
Rated 2 out of 5 by Fredd Comfortable, but too much construction
Hammering and drilling started at 7:30 sharp every morning inside the hotel this weekend at a conference. Everything would have been great, but until they finish whatever they're doing, you won't be able to sleep past that, no matter how comfortable the bed is. Can't believe they start all that so early. Used the dry cleaning service in house..they over charged me and failed to refund me until i spoke to someone in person,then he wouldn't give me his name, only said he was the concierge...strange. The bed was great the room was super clean and they give you a free bottle of water in the fridge....seems rare these days.
April 19, 2012
Rated 1 out of 5 by karen00000 this hotel was sold with double beds.
this hotel was one of the worst spg hotels that i ever went to. the hotel was sold as a room with two double beds and the beds were just a bit big than twin. when i complained they said "oh yes, some rooms are smaller and we never know which rooms have those beds in them".
November 8, 2014
Rated 5 out of 5 by Mittens Great location and great view
We've stayed here before and this was another good stay. Staff treated us very well upon check-in, giving us a room on a high floor with a great view down 7th Ave. and also threw in breakfast in the restaurant ($70 value!). Concierge gave good suggestions for things to do and restaurants.
The only problem we had was there was cigarette smoke smell in the room around midnight 2 nights in a row. We called the front desk and they said they'd send up security, but no one ever came, so we went to sleep. We suspect that our neighbor was smoking and the smoke wafted into our A/C system. Even with a $250 clean up fee, apparently people still smoke in this non-smoking hotel.
May 23, 2012
Rated 3 out of 5 by Nick13 Stayed in one of the new rooms
LIke another recent guest said, the Sheraton needs improvement. It's a huge property that's nearly always sold out, so that means all staff is busy, but attentive. The new rooms are super nice and comfortable compared to the outdated ones I've experienced in the past. Wi-fi remains woefully unpredictable - drops outs are frequent, complimentary bottled water was not placed in my room during my stay and housekeeping called me at 10:30 am on my first day to see when they could get into the room. I never get to sleep in so that was kind of off-putting. Still, for all its quirks, this is a good, well-located SPG property.
May 25, 2012