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Rated 3.7 out of 5 by 1972 reviewers.
Rated 5 out of 5 by busy but beautiful city hotel Sometimes a bit overcrowded. Large hotel, but staff and views and comfort are tip top. Staff makes you feel like you are in a boutique hotel. Bravo. July 13, 2014
Rated 2 out of 5 by Crazy Place Excellent location but that is it! After the first night, we had to move rooms and our reservation was not moved in the system. So the next afternoon we were napping in our room and a hotel manager walks in on us. Does not knock. Did not try to phone. After she walks in and quickly leaves, then the front desk calls. Totally unacceptable. Lobby was total chaos day and night. Waited forever for elevators in lobby and on floor. Housekeeping was minimul. Bed made and fresh towels. July 10, 2014
Rated 4 out of 5 by Excellent location This hotel is in a fantastic location with Times Square and Central Park less than ten minutes walk in either direction. The room we stayed in was a bit tired and could do with a refurbishment, particularly the bathroom. This said, the room was perfectly adequate for what you need in terms of a place to sleep and shower. The staff at the hotel were excellent, and very responsive if we needed extra towels etc'. The concierge was particularly helpful in giving advice. Overall, we had a great holiday and we would stay at the same hotel next time. July 8, 2014
Rated 4 out of 5 by Bustling mid-town hotel This hotel has an exciting, "touristy" location and a busy, high-energy lobby that is representative of NYC itself. Great lobby bar with fun window seating facing out over busy 7th Ave. Nicely renovated hallways, and neat, clean rooms. Downside - bustling can also mean "noisy"....including the room hallways which seem to have a neverending supply of closing doors and noisy patrons (all night long)! July 11, 2014
Rated 4 out of 5 by Great helpful people This was our first visit to New York.The concierge was so incredibly helpful and patient answering all my questions and addressing concerns. With their advice, we had the best stay. It was everything we had hoped for. Thank you again. July 12, 2014
Rated 2 out of 5 by Never Again This is the second bad experience I had with Sheraton. When I check in the AC did not work, I went for dinner and came back thinking it would cool down but did not. They did move me to another room that smelled like a bar. They moved me to my third room and it was not only hair all over the covers there were body fluids on the actual pillow. The manager was helpful the third time. But I will never go back to any Starwood properties again. July 10, 2014
Rated 1 out of 5 by Bad stay at Sheraton New York - below average place First off we had a room that was connected to 3 other rooms which was a horrible experience as we were all on top of each other. I'm an SPG member and use a credit card connected to SPG but for some reason Sheraton New York routed me to this inferior room. The bathtub tile was visibly and clearly dirty. I told the front desk and there was no action taken. I got the feeling at the Sheraton New York that they were so busy and so crowded that they had no time for service other than taking money and issuing rooms. We were without hot water from 8pm at night until 8am in the morning. This was a very bad stay and not up to previously viewed par. June 29, 2014
Rated 4 out of 5 by Pet issue The first night we were there, someone nearby had a yapping dog. The hotel staff was gracious, but there wasn't much they could do...the hotel is pet friendly and they cannot enter the room etc. etc. Yes, I love my dog...but leaving animals alone in a hotel room is cruel. July 11, 2014
Rated 1 out of 5 by My one day stay In general my stay at the Sheraton Times Square was extremely disappointed. I called in on your 800 number and booked my room with very specific requests and none of them were fulfilled. In addition, when I check-in I was given a notice that the hot water would be turned off between the hours of 10 PM and 8 AM. The customer service rep who assisted me just told me to read it. In addition, I specifically inquired the storage of my bags. The representative said"no problem" the bell desk would hold them until I left to the airport. I stood in line for 15 minutes to chekc them in and was told it would be $4 a bag. Terrible experience!!! June 30, 2014
Rated 4 out of 5 by location was great walking distance to office, restaurants, entertainment - perfect! July 11, 2014
Rated 3 out of 5 by Great location close to everything. Overall, our experience was positive, but I should have demanded to be relocated to another romm when maintenance showed up stating there was a work order issued for a problem with the toilet before the bellman had even unloaded our luggage from the cart! The problem occurred the entire 7days we were there. We even tried to alleviate the issue ourself by pouring buckets of water down the toilet, but that only lasted 1 night and the horrific fecal odor returned. Every day we had someone from maintenance trying to fix the problem only for it to reappear. Pearl, the hoesekeeping manager, was very understanding and very nice, but she was at a loss as well as to where the problem was coming from. I was just a bit surprised that the front desk staff never offered to have us moved. I realize it was an extremely busy week at the hotel, but it did not matter if I was a VIP member or not; I didn't receive any special treatment or credits. July 9, 2014
Rated 1 out of 5 by Rude service As an spg platinum number the hotel was not only unable to upgrade me to the club level, but the front desk guy Hamilton is rude and insulting. When I entered the room it smells really bad, there was peanuts on the floor. July 14, 2012
Rated 1 out of 5 by Sad, Sad, Sad My hotel room was dirty, TV only worked when it wanted to, multiple outlets in the room didn't work, and shower drain was clogged. During any shower, I would have to stop the shower three (3) times to let the water slowly drain. And lastly, most of my colleagues who were also staying in this hotel had several issues with their rooms too. December 4, 2011
Rated 5 out of 5 by this hotel has a great location Very convenient to Times Square, Central Park. This is our 4th year staying at the Sheraton and will be back next year. July 10, 2014
Rated 3 out of 5 by NEEDS AIR CONDITIONING SAFE BROKEN FIRST ROOM AIR NOT WORKING ASKED FOR REPAIR BROUGHT IN FLOOR FAN NEXT DAY MOVED TO ANOTHER ROOM SAME THING AIR NOT WORKING BOTH ROOMS BATH ROOM SOUR & HAD OFFENSIVE ODOR WORKOUT COST $20.00 TO USE NO SWIMMING POOL BUT ADVERTISED ON OUSIDE OF HOTEL JOHN THE CONCIERGE WAS FANTASTIC. GREAT LOCATION BEAUTIFUL HOTEL July 9, 2014
Rated 5 out of 5 by Perfect location This prime location has been noted by many reviewers, but I had recently injured my foot and was using a cane when we vacationed in New York, so I REALLY appreciated the subway right on the corner and the short walk to the theaters. Our room was fairly small, but comfortable and very clean. I tried, and failed, to wangle an upgrade to the club floor, but the receptionist did offer free Wi-Fi, which worked perfectly for the duration of our stay. We had several memorable meals in the city, but I would urge anyone wanting to try street food to sample the offerings of the "Halal Guys," who have a cart just an avenue away at 53rd and 6th Ave, where you can get a great meal for--drumroll, please--$6.00. Loved our stay! June 16, 2014
Rated 3 out of 5 by Good location but poor amenities Excellent location! You can walk to most attractions such as Theaters, Times square, Central park etc. Great restaurants all over this area. Hotel amenities are not very great. There is no microwave in the room. Room service was not so great either. You have to pay for every little thing, including WIFI which is considered basic service now a days. July 8, 2014
Rated 1 out of 5 by Where to start..... - I requested an early check-in while making my reservation and was told it would not be a problem. Therefore, I took an early flight to NY only to find out that I could not check-in early. I had to sit around and wait for two hours. - I ended up going to get breakfast in the hotel restaurant and had to eat off the buffet because they don't offer a menu breakfast. It was OVERPRICED. $34 for a breakfast buffet and a 20% gratuity automatically added to my bill so the service was horrible. - Finally I was able to check-in and upon going into my room, the carpet was dirty. - The reason I was in NY was for business. I had a presentation to work on in the afternoon in my hotel room before evening events. It was IMPOSSIBLE to do concentrate due to the construction work. There was constant drilling for 3 hours and banging around. -The shower had hair in the tub and there was hair on the bathroom floor. - NO HOT water in my shower. - I went down to the front desk to ask to be moved to another room and the staff was RUDE and told me there were no other rooms and that I could check back later. I explained that IT IS THEIR RESPONSIBILITY to inform people of the construction during the reservation process versus showing up and finding out. I feel like the least thing the staff could have done is offered to call me on my cell or in my room when another room became available. I was paying $450 a night for the room, the least thing they could have done is acted like they appreciated their customers/guests. - I woke up the next morning at 7 am to more banging from the construction. It could have at least waited until 8 am. - I went down to the front desk and asked to be moved to a new room that had hot water, a clean bathroom/tub and a room away from construction. I had to wait a few hours to get this room. - In my new room, the shower drain was not working properly so I was standing in over ankle deep water. HORRIBLE experience, staff, hotel, food and I could go on. So bad, that my boss had a business trip the following week and had a reservation at this hotel. She cancelled it and will be staying some other place. I will NEVER stay at this property again unless they have some serious management changes and train their staff to be more courteous! December 10, 2011
Rated 1 out of 5 by Service is sadly lacking Location is fabulous and the travel and tours representative was helpful. That is all there is to like about this Sheraton. It is one of the most expensive sheraton I have stayed in, but one with sadly lacking service. I cannot believe that your priority number 1 is guest satisfaction. I had to call front desk for service. I called three times and each tme the phone rang till it went dead. The operator who transferred the call was indifferent and almost rude! We stayed on club floor and used the club lounge. The lounge was crowded, dirty and the food serving were not very enticing. The lobby was often crowded. Even as a platinum member we had to wait in line for about 20 mins to check in. Thre were lines for every service - concierge, travel and tours, checked baggage. Could you not put more people to reduce waiting time? We had a room with a toilet that did not flush well. Surely housekeeping would have noticed it but did not report it. December 14, 2011
Rated 4 out of 5 by Great Staff! I recently stayed with you for the first time in NYC. I was there for 9 days and had the best experience. The staff was excellent, friendly and very accommodating. I was very pleased with hotel and its location. Some of the rooms do need some update but overall good for NYC. Please commend your staff for their excellent service! July 8, 2014
Rated 1 out of 5 by Location is the saving grace of this hotel Where shall I start? Booked four nights for our stay in NYC, to celebrate my dad's 75th birthday. Requested the suite night upgrade months ago, when we checked in our room, without any upgrade at all! Club lounge was super crowded and chaotic, feels like in a refugee camp during the labour day long weekend. People cutting lines and grab food right in front of you. Reflected that to hotel management, and basically was told that they were not about to do anything about it. You are hotel management, manage it! Front desk never opened my files on their record so that we could get the internet access from our room. Called four times, and everytime, we got passed on to anther phone line, finally ended somewhere as a call centre in India. And sure enough, the accounting department screwed up the bill and charged us $14.95 for the internet access that was supposed to be free for a platinum guest. So had to spent another 10-15 minutes waiting in line and sorted it out at the front desk. So what else do I need to say? Not recommend at all! So we will definitely stay at another starwood hotel next time when we visit NYC. September 7, 2012
Rated 5 out of 5 by 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 1 out of 5 by This hotel was a disappointment I am a SPG Platinum memeber, but was not treated as this: - No upgrade with check-in - No room at "SPG guest floor" - Had to talk to management to get a room on the "SPG guest floor" - No help with my luggage (2big, big bags) - Called the VIP manager 5 times, always busy and never called back - Always problem when logging on to internet - error message = "You are not a registered guest at this hotel". I can accept this once but when it happens every time I logged on.........and everytime I jad to talk to technical support - Breakfast at the club = a big mess no tables, no bagels, no youghurt etc, etc, and the reason for this was that people after eating their breakfast also took 5 - 6 bagels and youghurt to go. No reaction from management. September 7, 2012
Rated 3 out of 5 by Dont expect good service or SPG benifits I have stayed at the hotel once a month for a average of 10 days a month. At no time do they recognize you as returning guest or offer you a welcome. They will never upgrade you stating they are always full. Yet I have been next to many other Platinum Members who do get upgrades. The staff at reception are the worst you will see in any Starwood hotel, there a few exceptions but sadly I always get the miserable ones. (this is a understatement how rude they can be) Do managers help when you complain not all they don't communicate with one another. You end up telling the same story three times The hotel will never give you the details of the General Manager as I would like him or her to be aware of the problems a regular guest has at his hotel. October 5, 2013
Rated 4 out of 5 by 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 2 out of 5 by 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 5 out of 5 by 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 5 out of 5 by 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 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 1 out of 5 by 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
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