Rated 5 out of 5 by Precious0ne Great location and convenient to major subways!
Staff was exceptional! Got upgraded to a suite when I arrived after midnight. Room was clean and comfortable and the bathroom was what I come to expect from the Starwood brand! I will definitely stay here again. The lounge had the regular food items: bottled water, soda, coffee/latte machine, juice, tea, milk. Breakfast only served oatmeal and fixings, hard boiled eggs, cereal, fruit, yogurt, bagels/bread, and pastries. I'm used to having scrambled egg whites at other lounges of other hotels I've stayed at, but other than that, this hotel was spectacular!
September 22, 2014
Rated 5 out of 5 by jerryo Family Trip
I have enjoyed staying in your hotel almost every week for the last year and have had the pleasure of meeting and interacting with your staff. They have been, without exception, courteous, efficient and friendly.
This past weekend I brought my family to New York to see the sights and to see where Dad works and lives every week while traveling. I used SPG points to book my room and let both Cynthia and Brittany know that I was bringing my wife and my two daughters, ages 24 and 12. They told me not to worry and said that they would “take care of everything”. The arrangements that they made were incredible; I have been traveling as a consultant for over 25 years and have never had a hotel staff completely blow me away with service and hospitality the way that Cynthia and Brittany have.
From the moment we entered the hotel we were treated like royalty. The bell staff's handling of our bags, Christian’s check in of the family, Maggie’s set up of our room, and the staff in the Club Room were all outstanding.
I had reserved one room with double beds, but Cynthia and Brittany surprised us with a beautiful suite of rooms on the 42nd floor with gorgeous views of Times Square and the Hudson River. In addition, I brought three dozen roses to the hotel the day before, and they kept them for me overnight, then placed them in the rooms in a vase before we arrived. They also provided a lovely bottle of wine along with snacks and treats for us. My family was delighted and quite impressed.
Maggie personally came to our room and cleaned the inside of the windows, and then arranged for the window washers to wash the outside of the windows the next day. My wife is an avid photographer, and she loved taking pictures out of the windows. The whole family spent hours each day enjoying the beautiful views of New York from our room. It was actually difficult for me to get them to leave the room to see the sights in the city since they were enjoying the view so much.
The entire staff at the 44th floor Club Room was extremely welcoming to us and made us feel very special the entire weekend. The concierge helped us get a wonderful dinner reservation at the last minute on Saturday night. He had to check with numerous restaurants, and his recommendation was great. We had a lovely meal.
I can't thank Brittany and Cynthia enough for all of their behind the scenes arrangements. While they make me feel special every week, they made this an extraordinary weekend for my entire family. I’m not sure how I can ever match this family trip because they have set the bar very high! They are two remarkable hospitality employees, and I am lucky to get to interact with them each week.
You should be proud of your entire staff. They are truly hospitality experts.
Jerry Ostrowski and Family
September 9, 2014
Rated 3 out of 5 by SirShane Rude Management
I booked the room through a relative with StarHot and at the desk we were referred to the Manager. Along with working in the business for sometime I am a Starwood Platinum member. The Manager at the front desk which I didn't get his name, white guy wearing a pinky ring, was very rude to me basically accusing me of fraud before he even checked up on my reference. Once he did and saw it was legit, he still continued to be very cold towards me which made me and my wife uncomfortable. We check in to the room and it had an oder to it. We just decided to deal with it since this guy was already unfriendly. I've stayed at a lot of your properties and always had a great experience until this one. I would not stay at this property again, too many other options.
September 23, 2014
Rated 5 out of 5 by Billy65 Great hotel, great location
We were in NY for the US Open tennis tournament and enjoyed staying at this hotel. Subway stops were close, trains to US open easy to get, hotel just north of the busy times square madness. Enjoyed the concierge floor and all the staff. Our personal on-property liaison Jonathan Lomitola was very friendly and efficient. Got us the pillows we needed, made sure we could check in early.
September 24, 2014
Rated 2 out of 5 by Steve2129 Maintenance Calls
Upon checking into my room, I was immediately met by the fact that I had no luggage rack and that the faucet in the bath was running (despite being shut off). After placing a call to the front desk they indicated that someone would be there within the next hour. The next morning, I had to place another call to the front desk to alert them to a running toilet that would not cease. When the maintenance man arrived, he finally bough my luggage rack from the night before. In short, it was a less than stellar experience for an SPG property.
September 21, 2014
Rated 3 out of 5 by mcccc Excellent location but Staff service was mixed
The service here is very mixed - I had both good and bad experiences here. The service at reception check-in was very ordinary. Staff were NOT friendly, NOT helpful, and definitely NOT willing to go out of their way to help you. Concierge service was mixed. Depending on which staff member you got. I personally got ripped off US$50 for an airport shuttle from hotel to airport. The concierge staff told me that it would be US$50. I paid in cash and with this, I assumed that the shuttle cost was fully paid. However, I found out when I got into the shuttle, half way to the airport, that I still owed the full cost of the shuttle for 2 people, which was US$37!! My suggestion is to book this online yourself. The shuttle driver said that the hotel staff must have charged me US$50 to book the shuttle on my behalf, which was more than the shuttle fee itself! This was sneaky and uncalled for. I would never have expected staff at a well known, international hotel like Sheraton to have staff like this working there - I hope Sheraton NYTS looks into this - this type of dishonest behaviour can really damage their well know reputation. Even the fellow shuttle travellers asked us which hotel booked our shuttle so that they would not go there next time. So beware!
I did however have one very friendly and professional staff with excellent manner, integrity and service, which helped to make my stay very pleasant. The VIP manager (Anne Marie C) was basically the only person that cared about the customers. She was very helpful, she followed issues up and made sure requests were done properly and efficiently. She personally organised a smooth transfer for me from my initial club room to a corner room on the top floor for me. I was impressed and very pleased that Sheraton NY Times Square actually had one such quality staff there. Friendly, helpful and efficient. If you are reading this Anne Marie, a big thank you for all your help. You alone have changed my stay from being ordinary to excellent.
September 26, 2014
Rated 5 out of 5 by Theboys Great hotel
Had great time and staff at front office are great. We had a great room over looking the central Park on the 50th floor.
September 13, 2014
Rated 5 out of 5 by Gerry14 Rosaleen & Gerry
Just arrived back to Scotland via Ireland from New York. In my earlier review I omitted to mention special thanks to Director of Reservations Sharon Gilsenan and her team who looked after us from check-in till check-out . Nothing was a bother to them. Can't wait till our next visit. Five star treatment from classy people.
September 23, 2014
Rated 5 out of 5 by Gerry14 Perfect uptown location.
A couple of minutes to Central Park on the right and same to Times Square. Great free internet service at reception and very good Club Lounge facility ... Again with internet. Friendly staff
September 12, 2014
Rated 5 out of 5 by Fritz10 50 th Wedding Anniversary
Terry thanks for your personal welcome. We both had a most enjoyable stay and can only praise your staff for thier kindness and caring attitude toward two seniors. A wonderful end to our anniversary trip. Thank You
September 23, 2014
Rated 1 out of 5 by summer2012 Bad experience
The day of the departure the elevators for the high rise part were not working properly. Waited for 35-40 mins and ended up taking the stairs all the way down from 46th floor,being late for my flight The support staff was not helpful in resolving this issue, offering to take service elevators which were not working either. There was another set of elevators which worked for 21-28th floors but it was not communicated to us when we asked if there is any other way to get out other than taking stairs all the way down. For the amount of people that stay at this hotel, they should have managed it better and provide appropriate communications on the issue
May 14, 2013
Rated 5 out of 5 by Nbc920 Great location and service
This hotel had great service and good location. I was contacted in advance about my groups needs and they were all met including champagne flutes and a high floor. When I mentioned we were celebrating birthdays they left a cake, balloons and chocolate strawberries! I would definitely return to this location.
September 22, 2014
Rated 5 out of 5 by Nbc920 Sheraton New York ROCKS
What a beautiful hotel right in the heart of NYC. Staff is awesome and a special callout to front desk manager, Fish :)
September 22, 2014
Rated 5 out of 5 by LesB Nice Place To Stay !
Great Times Square location. Close enough but not in the middle of TS bedlam. Room were very nice(trad. king), clean, and efficient by NYC stds. Staff very good at check in and out (someone at check-in & out directing you and helping - excellent).
September 8, 2014
Rated 4 out of 5 by Eric10567 Could have been a 5-star stay...
My wife and I checked in for a one night stay at about 9:15pm and were greeted by a very nice and friendly agent at the front desk. After she found out that the stay was for our anniversary, she offered us a free room upgrade and bottle of champagne, along with some chocolate covered strawberries (we were thrilled) and said that room service should have them up to our room before 10pm (and that if we weren’t in the room they would just leave them there).
When room service hadn’t shown up by 9:45pm we decided to talk a walk to the park, with the hope that everything would be there when we got back. When we arrived back to the room at around 11pm there was nothing, so my wife called room service and they said they would be right up. After �� hour we were tired (and tired of waiting since it really wasn't that important) so we called back and said not to bother and that we were going to bed (at which point we put out the do not disturb sign), which we thought had ended the matter.
However, at 7:30am we were awoken by loud, rapid knocking at the door and someone announcing it that it was room service. We yelled back for him to go away but he persisted, so I opened that door and explained to him (he was professional and courteous, btw) that it would have been nice last night but hat we were leaving that morning and had no need for it now. He continued, stating that we should just take the champagne with us, which we finally agreed to do (he was also apologetic and said he would inform his manager about what had happened).
Overall, the stay was great and the staff very friendly and professional, but we were left a little frustrated by everything that had occurred (and also a little annoyed that we were bothered again at 7:30am when there was a do not disturb sign on the door).
It’s a just shame that in trying to provide us a wonderful experience the hotel actually delivered the opposite (but at least we do now have a funny story to tell).
September 22, 2014
Rated 5 out of 5 by AS035 Sheraton NYC
The location of this hotel is fantastic. So close to all mid town attractions and shopping.
Excellent facilities and attentive staff that i encountered.
From the Bell Captain to Coincierge and check in staff , all helpful and obliging.
Would come back to stay at this hotel again.
August 16, 2014
Rated 4 out of 5 by Djscinema Suite Night Upgrades Not working
I always recommend Sheraton/Starwood but lately I have been having issues with upgrades - mainly while trying to use my suite upgrades. It seems since these have been introduced, I have not only gotten less upgrades but have gotten NO upgrades from these awards.
I try to always stay at the NY Sheraton but my upgrades have been harder to come by.
May 15, 2014
Rated 4 out of 5 by BOBETTE Some staff really nice, some not welcoming at all
Overall, the stay was really nice, thanks to a few staff genuinly adorable : Ernesto at breakfast restaurant, Eddie at Starbucks, our maid... But some were absolutely not charming, not helpful, and would make you feel like you're a total idiot. Which is not nice as every culture has their needs, wonders, requests, questions... The hotel is beautiful and ideally located. Nice in room facilities. I will come back here for my future stays in the city.
September 17, 2014
Rated 4 out of 5 by Twinn2013 The best location!
I enjoyed my stay at this Sheraton. I like the location that's not too close from Times Square, about 10 blocks away, meaning less crowded and subway station just around the corner. I didn't receive any room upgrade as Platinum member.
I totally agree with the other recent reviewer , Djscinema, May 15, 2014 about how hard it is to get approved for Suite Night Award from this Sheraton. Suite Night Award should be applied before your arrival, NOT requested at front desk when you check-in. I applied for my Suite Night Award when I booked my room, which is 8-9 days before my arrival, but they didn't approve it.
If a lot of Platinum members are complaining about this issue, The Management from Sheraton New York Times Square and Starwood Hotels and Resorts should investigate this matter to see if Suite Night Award program is working properly in this property.
By the way, the Club Lounge is way to crowded for breakfast and afternoon reception, but we heard that from other reviewers before. I just want to confirm it again!
May 27, 2014
Rated 5 out of 5 by rj2013 A piece of heaven in the heart of New York city
The room was beautiful, well appointed and very spacious. The staff treated us like VIPs. The front desk, the bell captains, the elevator security staff, the cleaning staff and finally Jorge Leiva (front desk supervisor) seemed to go out of their way to make us feel welcome and offered help at every turn. We've already recommended to friends and can't wait to return!!!!
September 2, 2014
Rated 1 out of 5 by Guest111 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 5 out of 5 by DonD3 Times Square NYC
The $160MM dollar renovation has paid off! The Sheraton NY Times Square was perfect for our family vacation to NYC. The room was very comfortable, the staff was friendly, and you can't beat the location. One of our favorite SPG properties in the city!
September 17, 2014
Rated 5 out of 5 by stb64 Excellent location
We were very surprised when we arrived. I have nothing but praise for this hotel. I have stayed at many other hotels in NYC but have found a new home away from home when we visit again. Excellent hotel!
September 3, 2014
Rated 1 out of 5 by John22 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 1 out of 5 by Eric79 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 GreatExpectations 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 1 out of 5 by Jimtraveller 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 4 out of 5 by jen1981 Would stay here again
I attended a conference at the hotel and found it comfortable, clean and conveniently located. The conference facilities were adequate and, in the evenings, I found it easy to walk to Broadway or nearby shopping. I looked at similarly priced hotels and their quality was far below the Sheraton. I would stay here again.
September 15, 2014
Rated 5 out of 5 by chrismc123 Great experience
Great experience. Our room was upgraded by a lovely employee named Joy. We enjoyed our stay and would definitely go back and recommend this hotel to people staying in times square.
September 16, 2014
Rated 3 out of 5 by SumTingW Low water pressure on high level floor
The water pressure in the shower on the 44th level (SPG preferred guest level) was dismal. Barely enough to shower. I should have called after the first night but I was so tired to complain on the second night of my business meeting. I do hope this is fixed quickly for the sake of other guests. Definitely, not what I expected for the Sheraton Times Square.
September 14, 2014