Rated 4 out of 5 by coast2coastpaul Hotel needs check-in help
Everything was more than satisfactory, including staff responsiveness to a room change request. BUT the checkin process was slow, and under staffed on a busy Saturday there were only 2 checkin staff for many people
May 20, 2014
Rated 5 out of 5 by JeffTz Bathroom linens
Everything was great except the bathroom linens. They smelt like they were sour and made the bathroom smell.
June 9, 2013
Rated 5 out of 5 by Mark82 This hotel is right in the heart of Times Square
Great hotel that is bustling! Has great rooms and many have been updated and have a newer look and feel.
July 18, 2013
Rated 1 out of 5 by Achilles9 No heat in my room
Room was cold
And this review takes too much time...more frustration..
October 28, 2013
Rated 5 out of 5 by RfSTWO People very helpful
We found your entire staff to be friendly and helpful, particularly breakfast servers and help desk
April 22, 2013
Rated 5 out of 5 by brigantine1331 location location location
The location was right in the heart of the the city. Staff was great. Right at the the subway stop.
January 21, 2013
Rated 2 out of 5 by Allikat This hotel was ok
This was selected by corporate, the room was not up to the standard of other Starwood hotels.
August 12, 2013
Rated 5 out of 5 by wenonly1 I love this Hotel
Everything exceeds my expectation, and it's centrally located. I would recommend it to anyone.
December 4, 2012
Rated 5 out of 5 by Tommy9999 It Doesn't Get Better In NYC
My wife and I live in San Jose, CA and are frequent guests at the Sheraton New York Times Square Hotel. The hotel is perfect, it's proximity to key places to visit and of course the subways. And they have good security. We just finished a five day stay at the hotel. I have stayed at this hotel the past four or five years. There is always a new Broadway show to see, a new neighborhood to visit, a new restaurant to try out as well as revisit my old favorites, such as Katz Deli and Clinton Street Bakery. And, I am a big sports fan.
There are many reasons, usually not just one, why one visits a certain city and hotel year after year. The list above are some of the reasons why I visit New York City. We also visit Maui every year for many of the same reasons I listed above. Maui has a very different appeal but we love visiting both places on a yearly basis. And, there are the individuals that you regularly interact with whenever you frequent the hotels and restaurants. All these factors, and especially the personal relationships along the way, is what drives me to spend my precious time in NYC and Maui.
I would like to share my experience with one of their team members. I first met Michael P. a few years ago at the concierge's desk. He loves his work; you can see it in his interaction with the guests. And there is an intangible quality about him that I that you don't find often, Michael is a local guy that is passionate about his hometown, New York City. He speaks to the guests from the heart as if they were his family from out of town, visiting NYC for the first time or even a return visitor. You cannot train an employee to do that, either they love New York City or it is just a place to live and work. Michael indeed loves New York City. Guests visiting the hotel want to feel the passion of a Native New Yorker. As a business owner myself, I find that the most difficult part of running a successful business is putting together a good team that understands the vision of the company, to take overnship. That is what you have in Michael and much more.
I would highly recommend that visitors to NYC stay at the Sheraton New York Times Square Hotel. And, be sure to look for Michael P. at the concierge's desk, he will take care of you. :-)
May 26, 2014
Rated 3 out of 5 by Raymond1958 Good location
The Hotel is well located, but the room and faclity would need a little more tneder care.
May 31, 2013
Rated 3 out of 5 by Lawrence46 Great location, poor service
We visited NYC for a three day weekend before Christmas. The positives: the room was updated, clean and nice. Housekeeping service was prompt and courteous. The negatives (and what would keep me from staying here again): Check in was a disaster. We arrived at 3pm on a Friday and the line to check in snaked around the lobby with only 3-4 cashiers. We waited 20 minutes, and the line barely moved, so we decided to check our bags and come back later. We were charged $4.00 per bag to check our luggage. Reprehensible! When we returned to check in 2 hours later, we waited 40 minutes. At the same time, there was a private party waiting in a line to be let into the conference room and the line blocked the access to baggage check. There were 4 employees in the baggage check area at the time we retrieved our bags and not one offered to assist us with our bags to our room. Of course, a bell man was nowhere to be found. We had a similar experience at check out. We had a late flight, and I waited 25 minutes to check my bags and leave for the day. Upon returning, same thing. 20 minute wait to retrieve our bags, at $4.00 per bag. While I understand the hotel has a large amount of rooms, the welcome, check in and bag claim situation is unacceptable. More staff and better facilites to service guests could easily address an otherwise disappointing situation.
December 26, 2013
Rated 2 out of 5 by AlbertF A challenging visit
Room was not fully cleaned upon arrival and toilet did not work. Little help from staff
September 13, 2012
Rated 5 out of 5 by Vern1983 Great bed
Newly renovated rooms were clean and comfortable. Good location, we enjoyed our stay.
April 22, 2013
Rated 1 out of 5 by nyclocal Scaffolding Eyesore
The hotel has been surrounded by scaffolding for several years. Will this ever stop?
April 1, 2013
Rated 5 out of 5 by lsparra Like no other
Excellent location and service
November 11, 2013
Rated 5 out of 5 by dave Sherton stay
excellent stay in a completely remodeled hotel. My favoritehotel in NYC
February 25, 2013
Rated 5 out of 5 by pedrofirst pedro
The location and the service in the executive
floor is excelent.
February 9, 2013
Rated 5 out of 5 by Mike2013 This hotel has a great location in the city
I could see everything in time square from my hotel window
April 18, 2013
Rated 2 out of 5 by Maxxx Not to Standard
Poor condition not fitting to be a five star hotel
August 25, 2013
Rated 1 out of 5 by bahavoc Terrible
No Hot Water on a Monday Morning from 6am-730am. Late wake-up call. My room had a foul smell. Thank goodness I only had to stay one night. Terrible experience all around. Really disappointed.
May 20, 2014
Rated 5 out of 5 by PanPan Great location!
Great location. Friendly staff. Nice Executive lounge.
September 30, 2012
Rated 1 out of 5 by bart53 disgusting
bathroom sink didn't drain
mildew smell in bathroom
June 30, 2013
Rated 1 out of 5 by Perry Unfriendly staff
Rooms were very small and the staff was unfriendly.
February 13, 2013
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.
May 1, 2012
Rated 1 out of 5 by AHF12 terrible
horrible experience from check in to check out
January 21, 2013
Rated 5 out of 5 by gorda wonderful location
very friendly Staff and helpful !!!!!
April 23, 2013
Rated 1 out of 5 by Hakan77 Rude staff
Exceptionally rude staff.
May 12, 2013
Rated 4 out of 5 by FredCO Loved this extended stay
Just wrote a note regarding another stay at this hotel. Cannot say enough about the great location, access to the city and excellent staff. Big hotel gives a personal touch. Brittany, Jorge and Anne Marie were the Starwood Lounge professionals who assisted much in little and big needs I had during my day. . They are can-do concierge level people who know their way in and out of the system. Super helpful, super courteous, and super friendly.
May 10, 2014
Rated 5 out of 5 by NewyShervisit Hotel review Sheraton Times square
Excellent stay , convenient to all events.
However I stored my luggage and I believe they went through my briefcase with a fine tooth comb. So please lock your luggage
or some thing could be stolen.
May 19, 2014
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.
December 14, 2011