Rated 1 out of 5 by hellot What happened to this hotel?
I stayed in this hotel many times, but this stay was terrible. I was not treated as a gold member. The line for a counter was longer and slower than the one for not a gold member guests. The room was more terrible. Hairdryer was broken, no body shampoo and face towels. I'm really disappointed. I'm even wondering if the manager has been changed.
February 26, 2012
Rated 5 out of 5 by pam410 Pamela Grigsby
Really enjoyed my stay, the room was really clean and updated. The breakfast bar isn't as good as the Sheraton Music City in Nashville but the service was EXCELLENT. I can't pronounce my waiter for the 3 day stay name but it began with an E. and i am pulling Luzviminda from my receipt as the last name. He was the highlight of our stay at your hotel and has left a lasting impression with my mom!!! If i return to NY the Sheraton NY Times will be my place of choice and I have highly recommended your hotel with everyone that I have come in contact with to share my New York visit. Thanks so much for the great service!!
March 5, 2014
Rated 3 out of 5 by Ben2012 Overall good, but...
I've stayed at this property multiple times over the years when I am in town. It is located very conveniently and the service is usually very nice. This time around, I noticed a few changes that I thought were interesting.
The walls in the renovated rooms seem to be thinner. I could literally hear the conversations going on next door.
The Club lounge, while having long and flexible hours, no longer serves hot breakfast food except for oatmeal. Happy hour snacks are also reduced to vegetable sticks and cheese.
The Guest Services hotline also seemed to be less helpful than before. Simple requests such as borrowing a roll of packing tape was apparently very unusual and somewhat frustrating.
Overall, my stay was still good. But it was not how I remember my past stays here. It would still be my choice of hotel in NYC, and I hope that future stays will be back to the level it was before.
March 4, 2014
Rated 1 out of 5 by DisappointedandDejected Worst customer service ever!
I'm a platinum member and was treated with disrespect from the moment I walked up to the reception. Barely 'allowed' to check in and given the third degree with a condescending attitude by receptionist. Required me to call my husband (who was working and about to board a helicopter in CA at the time) and put him on the phone to 'prove' I could be checked into the reservation under his name. Asked for free water in room (which we were told should be complimentary) 4 times over 3 days before they finally delivered. Experienced a false fire alarm in the morning on the 2nd day (which happens, I understand) but was followed by 3 (count them 3!) PA announcements louder than a superbowl announcer explaining that they found the reason why it happened, and to go ahead with our normal business, sorry for the interruption.) Which might have been tolerable had we not been sleeping after a long night out. Got a vm on day 3 saying they delivered the toothpaste/brushes we requested...but we didn't request that...nor did they deliver them! Called to speak to mgr. on duty and was transferred to reception and put on permahold. This was easily the worst customer service I've experienced at a Sheraton EVER! Total incompetent staff. Avoid this hotel like the plague!
March 3, 2014
Rated 4 out of 5 by pajarito club lounge
I think that the club lounge is not that nice, need to be more clean
March 2, 2014
Rated 5 out of 5 by Cricket3o3 This hotel met all my needs, A+ for cusotmer service!
I was pleasantly surprised with this hotel. It was clean, updated, great work out area and most importantly the staff was excellent. Our cleaning lady Mrs. Enriqueta Newman was the epitome of GREAT customer service!! She assisted us while we were at the hotel and took care of our requests immediately. The room was clean, it was set up efficiently and the complimentry Starbucks coffee and Earl Grey tea was a PLUS! We liked the location near Radio City Music hall which is right around the corner and Times Square which is a few blocks down the street. Easy walk to subway/train/bus transportation and/or if you prefer a cab there were tons of them. The hotel lobby and bar were quite nice. Room service was quick, approximately 30 minutes to arrive (they met the time provided to us when we ordered) and the food was excellent; we arrived late and ordered a cheesburger, Reuben, salad and Calamari ...it arrived hot not cold!! In addition, I had an opportunity to meet the manager while checking out, she was informative, professional and happily took my commendation for the associate that checked us in. He was very informative and helpful with all of our questions. He informed us of all the hotels amenities as well as recommendations for site seeing. We loved our stay at this hotel and will most definitiely return and/or recommend it to my family or friends! Good job Sheraton staff!
February 25, 2014
Rated 1 out of 5 by Mankey Appalling customer service
We arrived on the 19th for my husbands birthday. We upgraded to the club room.
My nephew had the room next to us.
Within the 1st hour 3 times I spoke with customer services. Telly did not work.
I was promised someone would fix the telly but when we returned from a stroll a couple of hours later no one had been. Eventually an engineer did arrive and the telly had to be replaced.
I asked would the club room have a variety of nibbles each day and was told yes they change it. No they didn't I can't stand cheese
But every day was cheese. And not good cheese as well as my husband couldn't eat it.
We always upgrade but never again with sheraton.
When we did complain we was made to look uncomfortable.
To cap it of we received a message on the answer machine telling us that they have added the cost of a product we had used from the mini bar. I went straight to reception to complain as we had not even touched the mini bar not even opening the door. The response I got was ok sorry.
On our last night before we left I went to get into our room and the key would not work.
I then used then tried to use the other key but that would not work.
I went to reception and they replaced the keys which also did itn work. It then transpired that we hade been locked out of our room as reception said they had not received a credit card to pay the bill which your receptionist took when we checked in.
We was then told we had to wait for a engineer to come and open our door . We had to wait outside our room waiting for the engineer to arrive on our last night. We complained to the reception but they just said I will get a manager for you.
The manager had a worse attitude than than the previous member off staff.
Our break was suppose to be a treat but the Sheraton staff completely ruined it for us.
We go abroad about 5times a year but can honestly say we will not use sheraton again.
We even stayed at the Sheraton at Heathrow before we left.
To cap it all off my husband was asked to pay 20dollars to use the gym , never has he had to pay to use the facilities if he was
staying there. Overall very poor experience.
February 26, 2014
Rated 1 out of 5 by amunoz77 Extremely Disappointed!!!
I recently stayed at this spg property on 12/4/11 and I must say I will never stay here again. I am a platinum member and disgusted with the service I received. I checked in around 9pm and was told they did not have a room ready for me. It appears there were other guests complaining that they have been waiting for a room since 3pm!!!!! The receptionist advised me they had overbooked and housekeeping was behind. All they could do was give me a drink voucher and a smile! 2 hours later I got my room @ 11pm. This is unacceptable and I am outraged I was not compensated enough points for a free stay!
December 8, 2011