Rated 3 out of 5 by July12 current Aug. '12 stay
NYC is a tough place to perfect customer service since there's so much going on, but the staff here is friendly enough. My main suggestion pertains to the TV service - it's one of the worst I've ever seen. There's no channel guide printed in the rooms and the GUIDE through the remote lags in its responsiveness. There are also channels mislabelled and many of them are presented as blown out SD filling a 16:9 set. Reception quality is poor.
July 25, 2012
Rated 5 out of 5 by jmconigs We love this hotel
We stay at this hotel whenever we come to New York. The location is perfect, and the staff is professional, friendly and helpful. They always go above and beyond to make our stay comfortable and pleasant. We access most of the services: bag chack, concierge, bar, Hudson's, Security, etc., and have always received outstanding service. We'll be back. We highly recommend the breakfast buffet at Hudson's and the Chocolate Martinis at the bar.
February 20, 2013
Rated 3 out of 5 by shhull Disappointing
Our room (3129) was not as expected. The dust ruffles had stains, the beds were simply ok. The shower had black mold in the grouting, which in today's cleaning standards is unacceptable. We were told that was the only room of our "class" available at the moment. No offer to switch. I have stayed here before and the promise of upgraded rooms did not meet expectations.
However, the phone staff for star rewards are well trained and helpful.
September 2, 2013
Rated 4 out of 5 by Mac40 Much improved
The hotel has been substantially improved since our last stay four years ago. The staff was very friendly and helpful, including everyone from the bellmen, to the houskeeping people to the front desk staff. The breakfast service on the 44th floor was very good and the room is very comfortable. This is a welcome addition. The room we had (king size bed) is quite a bit smaller than we are used to. The remodeled bathroom was nice but small.
May 20, 2013
Rated 4 out of 5 by Traveller74 In the heart of NYC
Stayed in a newly refurbished room at the Sheraton New York Hotel, which was nicely decorated, very comfortable bed and amazing view down over Times Square. Thankfully the hotel is a couple of blocks north of Times Square, so there is some respite from the crowds, however the hotel itself is enormous, so there is always people coming and going. SPG guest recognition is good, which helps avoid queuing for both check-in and check-out. Breakfast in the hotel restaurant was perfectly adequate, but nothing out of this world. The hotel is also perfectly located for MoMA nearby, and Central Park just a few blocks north. Staff were consistently friendly and efficient, there was an error on my bill at check-out however it was corrected quickly and with a smile. Given how constantly busy they are, I was pleasantly surprised at the level of personal service.
June 8, 2012
Rated 4 out of 5 by chiefdfc Nice but please ready
All in all, had a good stay in this nice hotel, but must make the following comments
1) My only comment about the $50 per day parking is that for my $50 per day, it should not take 45 minutes to get my car out. I am not exaggerating. I have a picture of the crowd at the parking garage in my phone if you want to see it
2) I would be happy to pay $50 NYC price for room service breakfast, but for my $50 I expected better quality food/coffee
April 30, 2012
Rated 3 out of 5 by FLAchick *shrugs*
The hotel was nice, the bed was comfy and the bathroom was cute. The location of this hotel is perfect, it's right at the heart of everything. I appreciate the front desk guy who was overly patient with me during check-in. The bellhop guys were nice and friendly.
However, the customer service individuals were rude, impatient and hard to understand. Paying extra to use the gym was unexpected and the hotel food was ridiculously expensive.
June 1, 2012
Rated 5 out of 5 by AJB2237 Great location and great experience
I wanted to thank you again for your staff's hospitality and professionalism and to let you know how much we enjoyed our stay at the Sheraton Hotel in New York City. We came to New York hoping to see as much as could of your exciting city and we definitely accomplished that. Now I know what Frank Sinatra was referring to when he said that “I want to wake up in the city that never sleeps”. We look forward to being a part of it again soon.
October 29, 2012
Rated 5 out of 5 by DianeO Difficult timing
The hotel was wonderful and all you would expect from a upscale hotel. The concierge was not very helpful at all when asked how to get somewhere she acted as though we were interrupting her and gave us incorrect information which took us way out of our way. We were there during hurricane Sandy so they shut down many of the facilities but still charge very large rates - it was out of my budget to stay that many nights but I had no choice.
November 1, 2012
Rated 4 out of 5 by Fancy Sheraton NYC
This hotel is in a perfect location to all the hot spots in NYC. We could walk to Central Park, Time Square, Broadway theaters and even the Apple Store (my kids favorite). It is just far enough away that you don't hear the 'all night' party that seems to go on there. This is beautiful hotel, the staff was kind and helpful and the room was very clean. The only downside is we could hear the people next door talking & parking is expensive.
November 15, 2012
Rated 3 out of 5 by JP5611 Poor service and no recovery
At hotel for 4 nights and a corporate event. Based on event timing was told late check out was arranged. Upon going back to room to gather my bags was treated rudely multiple times by housekeeping mgr. She barged into room as I was using RR. Then threatened to call security after I requested a minute to gather my things, even after knowing I was leaving and had a late check out. When reported to GM there was not even an apology. Awful!
August 23, 2013
Rated 3 out of 5 by CHristian Okay but not great
Rooms are very small with bathrooms being tiny and very old looking. Rooms seem to be updated but NOT bathrooms. Hotel charges for everything....Internet $15 day, fitness center $10 per time, bag storage if checking in early or checking out late is $4 per bag......kinda feel like you get charged extra for everything. I am a gold SPG member and got no benefit for that. Location is good but there re other hotels that I would rather stay.
April 10, 2013
Rated 5 out of 5 by Paul2010 An excellent visit
I echo the comments of the last two writers. The location, the facilities, the staff, the service, the cleanliness and the club lounge were all excellent and exceeded our expectations and our experience at other hotels. We come to NY often and this was our first stay at this hotel. We will return to NY next weekend, had reservations in a different hotel and changed them so that we will stay at this hotel again. We enjoyed it very much.
April 30, 2012
Rated 4 out of 5 by case22 Great Location
I had asked for adjoining rooms, the staff really worked with us to try and get this. When we got there only one of the rooms was ready. We all piled in 1 room and headed to dinner. When we returned the room was still not ready. Finally at midnight (we had 5 kids with us) we said we just needed a room. The put us in another room. We were disappointed since the kids all wanted to be together. The next day, they moved us all to adjoining rooms. It was a pain for that first 24 hours to be in three different rooms, but the rest of our stay was great. The rooms were small but very clean and comfortable beds. The location of the hotel was perfect. Everyone we dealt with was very nice and professional. We got a great deal through the sheraton website and the hotel was more than worth what we paid. I would definately stay there again if the price was right!
December 4, 2012
Rated 4 out of 5 by Lisa2014 Great except...
Staff was exceptional in all areas from front desk, bell men and the housekeeping staff!! I was sad to learn of the "extra" fee to use the fitness area.
On a side note my car was damaged in the parking garage. I just wish I had more time to have voiced the issue when departing. I understand the garage is not owned by the hotel however I would not have parked their if it was not for the visit at the hotel.
January 28, 2014
Rated 5 out of 5 by Happy09212 For business or pleasure
Everyone at this hotel is customer centric - from the front desk to the hamberger joint to the security guy that helped me get back in my room after I locked myself out of my room. The only downside of the experience is the lighting in the bathroom makes it difficult to do makeup. The highside, the lamps they have installed in the room itself are great, each has two outlets for your electronics, no more having to look behind the beds.
September 18, 2012
Rated 2 out of 5 by Aaodao Not worth the money
Next time in NYC will stay in the Westin or W, this hotel is not worth the money. Poor service, rooms smell moldy, and so crowded that you can not get in the elevator for 10 minutes at a time.
The platinum lounge, is opened to too many, and the dress code is none existent. Smelly and sweaty people mix with business people. How can you seat for a snack with stinking neighbors that do not care.
This facility is poorly managed is obvious
June 22, 2012
Rated 5 out of 5 by trax53 Excellent suite with great view!
We brought my mother to NYC for her Christmas present and to see the Christmas Spectacular at Radio City, Upon arrival was greeted by very helpful bellman, the receptionist at the front desk was very professional and kind. We where upgraded to a Parlor Suite which was fantastic! The beds where very comfortable and the parlor was great with a murphy bed. City views from every angle. 2 bathrooms. We enjoyed our stay very much. Thank-you
December 19, 2012
Rated 4 out of 5 by Sheilae Missed second guest
Inhadva staff member take over my room as I had to leave conference early. We both went to front desk to add her. She showed I'd and we thought was added to register. Until her key didn't work. She went down to get new key. Was told room in my name only. By that time I was traveling and not reachable. Eventually security came and had her I'd luggage and she got in. But missed meeting as result. Very disappointed in staff. Hotl fine .
January 15, 2013
Rated 4 out of 5 by OLB033 This hotel is comfortable, well situated and has knowledgeable and courteous staff.
We thoroughly enjoyed our stay. The reception desk and Concierge were helpful and very informative. They were very efficient in providing assistance. The room was very comfortable and clean. The proximity of the hotel to Times Square, bus tours, restaurants, delis and Central Park makes me want to come back and spend more time. Courteous staff and the general friendliness were very much a part of a very enjoyable stay at this hotel.
August 26, 2013
Rated 4 out of 5 by ctouchard A great birthday celebration
Thank you team Sheraton Times Square and my Ambassador Donna H for putting together my birthday celebration in NYC with my friends!
We had an amazing time!
So happy to be an SPG lifetime Platinum and return guest. At Sheraton Times Square. For 18 years!
April 1, 2014
Rated 4 out of 5 by Jim52 Problems Solved
I was very worried. I made reservations online and prepaid for three rooms during holiday season. We arrived after a. Full day of sightseeing. Tired, hungry and ready to be in a room. I was informed that the rooms we reserved were not available. The staff worked with the manager and solved the problems. We got exactly what we ordered. The room was outstanding and very clean. The location and views are perfect!! Thanks.
December 29, 2013
Rated 4 out of 5 by JL2013 Great front desk service
I arrived at the front desk today trying to check in, only to find out that the booking made by my agent didn't come through. The staff at the front desk really went out of the way to help me, making calls, checking records and making arrangements to make sure I have a room to stay for the night.
One of the supervisors, Seher, was especially friendly and helpful throughout the process, turning this into a very pleasant experience.
March 23, 2013
Rated 4 out of 5 by Dlupia Pleasantly Surprised
After reading prior comments, I was a bit nervous about staying here. To my surprise many of the negative comments were not true.
Pros: VERY nice, newly renovated rooms. Comfortable beds. Bathroom met expectations for a midtown Manhattan hotel. Staff was friendly. Location was amazing.
Cons: No parking service when I arrived at 11 pm.
Baggage storage after checkout was a service not OWNED by hotel and we were charged a fee of $3.25/bag. Although not a steep price, very unexpected after we were told there WAS a baggage storage available but NEVER told there was a fee associated with it until we made it to the front of a 20 minute long line.
There were NO alarm clocks in the room.
There were only 2 people at regular registration counter during prime checkin/out times and the wait was a bit more than expected compared to other similar hotels in Manhattan.
July 1, 2012
Rated 4 out of 5 by MCN1107 everything was fine except for shades in room
I stay at this hotel very often and notice that in a lot of the rooms, the black out shades show a lot of wear and tear and don't work very well. In this room, it was worse in that there was no cord or way to pull them down, and so the room was lit all night with the lights from the buildings across the street. maybe because it was a accessible room, there was a switch somewhere that i couldn't find.
January 30, 2014
Rated 3 out of 5 by BillfromEAMEBrussels Staffing levels
The hotel was in good shape, and the experience was pleasant on an overall basis.
I felt, however, that you were not sufficiently staffed in terms of front desk, concierge, and Guest Services Hotline personnel.
Check-in was totally backed up. And getting responsiveness from the Guest Services hotline was difficult. I know that the hotel was close to 100% occupancy. But the hotel felt unprepared to cope with this level of demand.
December 9, 2011
Rated 3 out of 5 by BILL21212121212121 Just OK
Rooms were fine...Great location to Tiems Square..Had two complaints--First, If i am going to spend $6 on a can of Dt. Coke from the mini-bar(which is stupid to begin with), I would expect that its not 8 months out of date. Is that too much to ask for??
Also it would be nice if someone had the authority or nohow to change the ink cartridge on the ONE printer/computer they have availible for printing off airplane boarding passes..
December 10, 2012
Rated 2 out of 5 by Pk4367 Construction at all hours
Didnt enjoy my stay this time. Construction at the hotels runs from 700am until 930pm. They put me on the floor right below. Answers from the staff ranged from "there's no construction" to the standard "it's a third party contractor that we don't control". To add insult, the tub was clogged so by the time my shower was done, I was ankle deep in soapy swamp water.
Far from my normal SPG experience. I won't be staying here again.
December 17, 2011
Rated 3 out of 5 by em73 basics and wifi
Other hotels I have been to wifi is free in the rooms. I had to pay $15 a day...why??? Only reason I got it was because of my 2 year old daughter who needed it to watch her favorite tv shows on our ipad. Room service prices way too expensive. I ate out each night as it was much cheaper for the same quality food. also the hotel didn't provide basics like toothpaste....had to pay for when it was provided for free in other hotels.
April 10, 2013
Rated 3 out of 5 by SC33 Rude staff
I had a reservation for three nights, The system did not have me down for the third night. The staff were rude and not appologetic over their hotel system error. Talking to me as if it was my problem and not theirs. The head of the cleaning crew and the manager should know better how to talk to the hotel guests at a time like this. Very dissappointed. The staff did not accomodate us. We are not staying at this hotel ever again.
April 3, 2013