Rated 2 out of 5 by JJM1 Poor Customer Experience
I stay at this hotel very frequently. My last two stays have been very unsatisfactory. This past time the front desk staff was very rude during the check in process. Even though I called 3 times before my arrival to request an early check in due to a meeting - the staff was very rude at check in and the room was not ready. Although I requested a call when the room was ready - the staff did not call. I had to check back in. This is the second poor experience in a row at this hotel.
28 de Fevereiro de 2013
Rated 2 out of 5 by stilltired26 make sure you know the location of your room
checked in at the same time as another couple to celebrate a birthday, Both parties Gold preferred. We ended up next to the elevator shaft (sounded like the subway coming through) and ice machine (sounded like it was located at the foot of our bed)--walls so thin, we could hear complete conversations while the ice getters were chatting ALL NIGHT LONG. checked out by 9 so we could make our way home to get some sleep. Our friends had a nicer, larger and quieter room.Go figure...
25 de Fevereiro de 2013
Rated 2 out of 5 by JDNJ don't stay here
the rooms are too small. there are too many rooms. the staff are overwhelmed by the volume of people they are servicing. some were even rude enough to demand tips.
20 de Fevereiro de 2013
Rated 2 out of 5 by JDNJ An uncomfortable stay
We checked in while the hotel was hosting a large conference. At the "preferred" desk, we waited nearly 30 minutes for the clerk to attend to our registration. When we got to the counter, he was full of explanations about how the hotel was sold-out, which we really didn't care to hear, since we had a confirmed reservation. After much unnecessary fuss, he did get us a room in a good location (corner of the 17th floor).
But when we reached the room, we found the heater very noisy; the television not working; and the carpet filthy. When we pulled out the Murphy bed, the space behind the headboard was really dirty (not just dust had accumulated, but trash). The carpet was strewn with what looked like children's cereal.
We had to keep the heat low so that the noise wouldn't keep us up. And we didn't have time to ask the staff to come fix the tv.
The room itself was comfortable. Without the bed, we had two leather arm chairs with ottomans and a sofa and a desk with two chairs. The view was lovely, the bathroom spacious.
But given the unclean conditions; the front desk staff's slow and hostile service; and the general unfriendliness of the stay, we won't be back.
19 de Fevereiro de 2013
Rated 2 out of 5 by papadum Didn't feel like a Plat
Reception didn't ask my about choice of welcome amenity. Besides access to the lounge (and the breakfast is....absolutely basic), there's nothing worth staying for the sake as a Plat. Will try other chain next time if I need to stay in Time Square area.
11 de Fevereiro de 2013
Rated 2 out of 5 by NY2013 Only Location is good.
Location is Prefect. But That is only good things which I can think of. Room is Small (it's NY), Has to pay for fitness (also It's NY). Almost No Staff smiled. (Because it's NY?) Especially I had to wait for over 15 minutes in the Gold/Platinum member's front desk. The Staff seemed to have no intention to answer me. 2 female staff were answering the client's asking, I guess. 1 or 2 staff was just passing through me and the other Platinum member. No Response and no sorry at all, even though Gold/Platinum Desk.
9 de Fevereiro de 2013
Rated 2 out of 5 by PickyPickyTraveler Disappointing
Be prepared for small rooms, weak water pressure, delays in getting an elevator in the mornings (if you're above the 28th floor), a dilapidated gym, and a dirty bar/lounge area. Housekeeping is not very thorough; my room did not appear to have been vacuumed from previous guests' use. This hotel is an embarrassment to Sheraton.
31 de Janeiro de 2013
Rated 2 out of 5 by ontheroadjohnny Better Starwood Properties in NYC
Over 140 SPG nights logged last year and several stays at this property. The location for midtown is convenient. Keep in mind this is a true tourist hotel so be prepared if you are a business traveler. The lobby is always packed and expect longer than normal lines at check-in which may be one of the reasons the front desk staff is not as friendly as most SPG properties.. The gym is a true full size gym with lots of free weights and machines. Rooms have been recently remodeled. They are nice but much smaller than other SPG properties in midtown. The walls and doors have little soundproofing so expect to hear every conversation in the hallways. Big SPG lounge that is swarming with tourist in the morning. The food is comparable to most SPG Sheraton properties. If you are a business traveler or higher level SPG member that likes attention to detail, look at other SPG properties in midtown.
22 de Janeiro de 2013
Rated 2 out of 5 by DavidinSF Slow draining shower, Inconsistent customer service
Customer service at this hotel is horrible. In order to address customer complaints, it felt like their philosophy was to push it aside and tell the guest to come back later. I stayed here for a regrettable three days.
When I visit NYC business, I usually stay at another SPG hotel in a lower category. I decided to branch out and try the Sheraton New York.
Huge mistake. A list of grievances:
1) Shower was slow draining.
Imagine standing in about 4-5 inches of dirty bath water during your entire shower. Gross.
2) Shower had incredibly low water pressure.
I'm assuming that it was probably set this way to compensate for the clogged drain.
3) Inconsistent customer service.
When I checked into the hotel, I had a lovely reservationist who had exceptional customer service skills. Even though the I requested a King size bed, they only had two doubles available. She nicely apologized.. so I thought, "no big deal"
Encounter #1: After discovering the slow-draining shower, I tried to switch rooms. I called down to the operator and they told me to check back in the morning. I thought that was understandable.
Encounter #2: The next day, I brought it up to the reservations desk. Deana, the reservationist, did not give me the time of day. She was rude and dismissive and told me to check back in a few hours. After telling her about my shower issue, she said she would ask housekeeping to fix it. They never did.
Encounter #3: The next day, I went down to the same desk, and a different reservationist again told me to check back in a few hours. Really? Third time in a row, guys?
Encounter #4: On check out day, I noticed that there was a duplicate charge for internet access. I went down to the reservationist desk and luckily, I got Deana again. Didn't give me the time of day when I mentioned my concern about the bill. In fact, she blamed it on me and told me that I must have signed into the network on another device (apparently, guests are charged per device). In actuality, however, I only signed in on one device. To her chagrin, noted by a huff and an eye-roll, she erased my charge from my invoice.
Dear Sheraton New York— I am hugely disappointed. A simple apology at the time would have sufficed. I strongly urge you to retrain your staff on how to deliver quality customer service.
Next time I travel for business, I'll stick with my go-to hotel. Even though they're in a lower-tiered category and the beds aren't as comfortable.Their staff is beyond nice. They're friendly and personable. And that alone made my stay enjoyable.
20 de Janeiro de 2013
Rated 2 out of 5 by markae49 Poor attention to detail
TV did'nt work and front desk not helpful
19 de Janeiro de 2013
Rated 2 out of 5 by outoftown Terrible House Keeping
Spent 4 nights in the hotel. When we arrived there was tooth paste on the counter and a letter for a different guest in our room. They had brought fruit in a bowl for the previous guest and it started to rot. They changed our sheet and put sheets on the bed that had holes in them. Sound barrier between rooms is terrible. If you are looking for quite hotel this is not it. The club floor is actually more than 1 level so the room was always over crowded. Not worth the money for the room. My wife also forgot her earrings in the hotel and of course they did not turn up. Terrible Terrible Terrible. With so many other options I would never stay here. Tried to eat in the restaurant in the hotel. After being greeted we stood for 10 mins while the staff chatted about life. There were lots of empty tables so we just walked out.
7 de Janeiro de 2013
Rated 2 out of 5 by Letty101 Christmas in NYC
Club Floor Rooms are extremely small - water pressure was horrible, customer service was poor.
7 de Janeiro de 2013
Rated 2 out of 5 by TJW1 Not a holiday hotel
This is a business hotel and not geared up for people on holidays. They obviously take care of people who stay at the hotel a lot but for everyone else don't expect anything special - even if you are a platinum SPG member. I was told at check in at any point in time there are about 400 platinum SPG members staying at the hotel therefore upgrades are only for their most important guests. I don't understand if you consistently have 400 Platinum SPG guests in your hotel, why would you "renovate" your lounge to accommodate 60-70 people seated. Needless to say he wait for a seat at breakfast as up to half an hour. After being treated like a second class citizen on check in the front desk attendant failed to inform me that the fitness centre is pay to enter, which is ridiculous.
4 de Janeiro de 2013
Rated 2 out of 5 by Phil15 Too many people-not enough staff
Most crowded Sheraton I've even seen! HUGE lines for check in and only two people at the desk, Gold/Plat. line preferred better but very slow employees. Phone contact was better and more reliable, but only slightly. If you're going to have a hotel this crowded, please hire enough people to accommodate it. Lobby was more crowded than Times Square! Club level breakfast was jammed--no place to sit and a mad house.
Bathroom reeked of mold in 1st room. Staff (when I finally reached them) gladly moved us. 2nd room better.
4 de Janeiro de 2013
Rated 2 out of 5 by Lisaca51 New Years Eve Time Square
This hotel was at full capasity so the staff was very over loaded. The staff i restaurant for the dinner package was confused and we were told 3 different things as to what the package included. The hotel cleaning staff through out my bag of gifts & ran out of coffee for the room. Staff was friendly but too stressed and unorganized everywhere. I would not stay there again. Rooms are very small.
3 de Janeiro de 2013
Rated 2 out of 5 by Brianne Although looks updated, service and cleanliness lacking
I stayed here at a group rate for a conference. Although the hotel and room were nicely updated, the smell of something moldy in the bathroom was overwhelming. As NYC goes this is in a great location, with no free gym (like most NYC hotels), free wifi in the lobby causes and overly crowded lobby, but free is unheard of in NYC so it was a nice touch.
2 de Janeiro de 2013
Rated 2 out of 5 by POOH Service
We stayed at Starwood hotels all the time.
This stay cost the most, but the service was the worest. Especially the check in staff, no smile at all, no greeting as well.
Front desk receiptionist must need more training.
26 de Dezembro de 2012
Rated 2 out of 5 by Xmas2012 Cleanliness
I booked this hotel for my brother's first trip to NYC and I assumed that Sheraton will be a good hotel based on the reputation and my prior stays with them.
My brother checked-in before me and the room given to him was not even clean. He had to request for a new room. He got a new room but this really was a bad customer service. How can they check-in someone in a room which is not clean?
Also from the photos, the room looks bigger than it really is. I am not sure that this is a good practice.
Hotel's location is its biggest plus-point. If you can improve on the basic services, it will be a good choice for stay. Basic things like wi-fi are not included in the stay. Even 1-star hotels offer such features.
26 de Dezembro de 2012
Rated 2 out of 5 by NiJaLa Meets expectations for location but...
I travel with SPG-branded hotels in Asia for work relatively frequently. The hotel meets expectations with regards to location in manhattan. Unfortunately, noise pollution; failure to clearly disclose fees; and questionable service trade-offs puts a permanent blemish on the experience.
We stayed in a corner room facing seventh avenue and could clearly hear not only the hallway but also conversation from the next room. Investment in sound dampening would have been much appreciated.
If its raining - I am used to the hotel providing umbrellas. This hotel instead asked me to purchase one from a street vendor for $5.
Regarding fees, we were given toothbrushes / toothpaste at check-in when we asked the front desk. No one mentioned that the hotel charged $4+ until they showed up as an obscure line item on the final bill.
Finally, the hotel does not provide a complimentary baggage check service to guests who remain in the area after noon- checkout. Management refer people to a $3.75-a-bag vendor service in the same hotel.
Why the Sheraton would choose to add fees for basic service items on a $300+ USD per night hotel room is not clear to me. I do think that had a brochure of fees been available at check-in, it would be easier to swallow. Unfortunately they do not.
As such, I can only take the low-road and infer the hotel is trying to maximize profit instead of loyalty from its customers. As such, I can not recommend this hotel to other guests looking to stay in the times square area without the above warnings.
25 de Dezembro de 2012
Rated 2 out of 5 by Gko88 A woefully sub standard experience
At least I was only staying 2 nights. I only ended up staying at the Sheraton because my usual hotels were fully booked and this was a last minute trip. The hotel lobby is like a zoo with what seems like a cast of thousands constantly milling around the lobby. The checking was understaffed so you have to wait an age to either check in or out. When I made it to my room it was one of the smallest rooms I have stayed in for a very long time. The sheets were creased, and the procedure to get connected to the wifi was long winded and flaky. The bathroom was so small that you couldn't get into the bath without closing the bathroom door so that there was enough space between the toilet and the door to get into the bath. On the few occasions I had to interact with the staff, the waiters looked like it was the last job on earth they wanted to do, and the bell boys were singularly unhelpful despite sitting around doing nothing. All in all I don't know what the Sheraton is doing as part of the Starwood group as I have had wonderful experiences under some of their other brands.
23 de Dezembro de 2012
Rated 2 out of 5 by bateswan Nightmare maid staff
My first night in the hotel set the tempo for my two week stay. The shower curtain smelled of mildew and the bath mat was already damp. Each day I had to request wash clothes, one day I was not given any and it took 50 minutes for the maid staff to bring the towels to my room. I complained to the hotel management twice and initially the maid staff ignored management; however, on the second complaint to the hotel management, the maid service improved. The second hotel manager thought giving me a complimentary bottle of wine would rectify the situation; however, I don't drink!
22 de Dezembro de 2012
Rated 2 out of 5 by LBW1972 Late check in
I have been a frequent business traveller for 20 years. This is the first time in 20 years that I arrived at 11 am and had to wait 4 hours to check in. When I asked for help the lady behind the calendar told me that if I wanted guaranteed early check in then I should have booked the room 1 night earlier. I will NEVER stay here again. This hasn't happened to me anywhere else.
19 de Dezembro de 2012
Rated 2 out of 5 by Shar0919 Not Very Efficient
As a Preferred Gold Starwood member I used the desginated check in line. I waited over 30 minutes and stood 10 deep in line while regular customers were served almost immediately. Why didn't the manager shift some people over to the so-called "preferred" area? We asked, and were brushed off. The line was even longer when we went back to pick up our keys! My bathtub had hairs all over it, and although they provided coffee in the room, there was no sweetener or creamer offered. We asked a housekeeper, and were told we had to get it from room service. What's the point of offering coffee, then?
18 de Dezembro de 2012
Rated 2 out of 5 by jstravel Oversold
hotel was oversold, I ended up in a room type that I didn't reserve. No acknowledgment at check-in that I had SPG status (SPG line ended up being used by all guests, took a long time to check in). Two lightbulbs in the room were out.
17 de Dezembro de 2012
Rated 2 out of 5 by sneeuwaap Good, bad and ugly
Good: in-room wired internet is fantastic. I have never had such high speeds. Best hotel internet ever.
Bad: Hotel didn't know I was Platinum coming in. Did not get good room.
Ugly: Room was an adjoining room with paper-thing walls. On one side were the elevators. On the other was a guest who talked loudly on his cell phone to his girlfriend/wife, who was on speakerphone. To say that I know more than I ever want to know about their relationship is an understatement.
16 de Dezembro de 2012
Rated 2 out of 5 by NJGRL RUDE, RUDE, RUDE
too long to write here but had a situation where I was "let in" to the wrong room, then had to move and left an item behind in the previous room. The staff was not very willing to help me look for it and wanted to give me a key to go look for it myself. They treated me like I was a criminal. I am starwood GOLD and will re-think where I spend my money next year due to this experience
14 de Dezembro de 2012
Rated 2 out of 5 by Cassidy staff needs training in customer service
From the beginning to the end of our stay, the staff (except for one person) was not welcoming, helpful, or a good representative of this hotel. It would appear that you don't really want people to return to your hotel in the future.
12 de Dezembro de 2012
Rated 2 out of 5 by Carl123 Disappointed
While the facilities were well designed, the room was not clean, rather than fresh glasses each day, they were just placed back in place. The elevators were more often than not functioning and there were long waits for the freight elevator. The lounge was crowded with a poor selection of appetizers and having to pay for drinks at high prices was not acceptable. In other Club Lounges I have stayed the drinks were complimentary and appetizers were tasty and plentiful.
7 de Dezembro de 2012
Rated 2 out of 5 by EAMII This hotel has a great location but dissapoints
The staff and the hotel were not up to the task of handling the crowd created by the holidays and conventions. I am starwood platinum and while the staff attempted to be accomodating I was not treated very well. Our room was onthe club floor but it was dirty upon check-in including remnants from a previous guest in the toliet...gross. Upon complaining the cleaning problems were resolved and we were told our 12,000 points would be returned to our account and we would be upgraded to a better room the next day. The day crew indicated my account had been credited for 5,000 points and we were offered a change of room but it was hardly the upgrade we had anticipated for our troubles. In addition the elevators failed three times during or visit causing us 15-40 minutes delays to either access our room or exit the hotel. We appreciate the gesture of a bottle of wine and cheese plate but we would rather have enjoyed the guest room experience we have come to expect as a starwood platinum guest. Thank you for requesting our feedback.
5 de Dezembro de 2012
Rated 2 out of 5 by Jan64 Expensive and not satisfacory
I was dissatisfied with my stay at the Sheraton New York. Big hotel with with good location but no customer and service minded staff. Had a good experience when booking the room via internet / reception but not with the service during the stay.
4 de Dezembro de 2012