Rated 5 out of 5 by FritoMisto This Customer Service Was Exactly What We Needed
My wife and I just enjoyed six nights at the Sheraton Times Square, arriving for the birth of our second grandchild. This trip required instant arrangements and maximum flexibility because the schedule of when we would actually begin staying in the hotel would be dictated by the health of our daughter and her baby. That is why it is not an exaggeration when I say that the customer service provided by both the Sheraton Times Square staff, and the Starwoods Preferred Guest staff in accommodating and cooperating to make everything work for us, was in my experience without parallel or peer in quality. Not just in travel either, as I am in the customer service business and they were wonderful. Everyone from the top down cooperated to help and accommodate our every need. This began with finding us room in a hotel that was completely booked up, to providing flexibility on deadlines to change our plans without running into any cancellation penalties, to upgrading our room to the club floor and maximizing my Starwoods gold points and free nights, to finding two beds instead of one when there hadn't been any available, to just relieving any hassle on the hotel side so that we could concentrate on helping our family.
Ingrid Ordonez and Jorge Leiva were two of the staff that were particularly helpful, and I just wish I could recall the name of the SPG staff who helped me on the phone for 90 minutes on June 25th, to set up our original change when we came to New York. She was great too.
I have not mentioned anything about the great shape of your updated facilities, excellent cleanliness, fantastic fitness center (one of the best hotel fitness centers I have seen), because as good as they were, it was still the service my wife and I received during a very difficult time that really showed us what kind of place the Sheraton is.
It will be our pleasure to return to your fine hotel again, and since I hope to see my grandchildren many more times in the future, I expect we will be there many more times.
July 13, 2014
Rated 5 out of 5 by Rainbow1968 This hotel has great features
Location and entertainment nearby are great.
August 7, 2014
Rated 4 out of 5 by Philen Our July 2014 stay
Generally excellent in all respects though extremely busy with a dance pageant/ contest filling the place with young guests.
August 7, 2014
Rated 4 out of 5 by Wendy9 Great location
The location is great, but the room is very small. The bathroom smelled really bad, so I had to spray my perfume in the bathroom both nights we stayed there. Never had to do this before. I complained to the front desk, and someone came later with a bottle of bleach/cleaning spray which we didn't use. Other than the bad smell in the bathroom, we were happy with our stay there.
August 5, 2014
Rated 1 out of 5 by Lotta This hotel was a disappointment
I am a SPG Platinum memeber, but was not treated as this:
- No upgrade with check-in
- No room at "SPG guest floor"
- Had to talk to management to get a room on the "SPG guest floor"
- No help with my luggage (2big, big bags)
- Called the VIP manager 5 times, always busy and never called back
- Always problem when logging on to internet - error message = "You are not a registered guest at this hotel". I can accept this once but when it happens every time I logged on.........and everytime I jad to talk to technical support
- Breakfast at the club = a big mess
no tables, no bagels, no youghurt etc, etc,
and the reason for this was that people after eating their breakfast also took 5 - 6 bagels and youghurt to go. No reaction from management.
September 7, 2012
Rated 3 out of 5 by shahrazz Dont expect good service or SPG benifits
I have stayed at the hotel once a month for a average of 10 days a month. At no time do they recognize you as returning guest or offer you a welcome. They will never upgrade you stating they are always full. Yet I have been next to many other Platinum Members who do get upgrades. The staff at reception are the worst you will see in any Starwood hotel, there a few exceptions but sadly I always get the miserable ones. (this is a understatement how rude they can be)
Do managers help when you complain not all they don't communicate with one another. You end up telling the same story three times
The hotel will never give you the details of the General Manager as I would like him or her to be aware of the problems a regular guest has at his hotel.
October 5, 2013
Rated 2 out of 5 by PSS1 Off the street or Platinum member...I don't think they cared
Let me say that I am a big fan of the Starwood properties and have been a platinum member for several years. However, the disparity in of service received at the various properties needs focus. I might as well had walked in off the street and begged for a room at this hotel. First of all, upon checking in I was told there were no upgrades available and I would be required to stay on a low floor with zero view. Fine. Not a big deal. However, my floor was on a separate elevator bank than the lounge. So I had to travel all the way down and back up to go to the lounge. Not a huge deal, but you would think they could accommodate me on the same set of floors with a common elevator bank. Secondly, the TV did not work well in my room (the picture was fuzzy). I told the desk, but it was never fixed. In addition, my room was conveniently located near the elevator and across from the ice machine to make for a very noisy background and it looked like every room on the floor had a paper in front of their door in the morning except my room. The final kicker was when it started to rain and I had to run out for a meeting. I called guest services and the Concierge to get an umbrella. Apparently there was not a single umbrella in the hotel to lend to a platinum guest. Maybe someone should be sent out to buy a dozen for a rainy day. Good idea? None of these items are a big deal in the large scope of things, but this lack of small services is a far cry from the type of attention paid to valuable customers at other properties.
May 29, 2012
Rated 1 out of 5 by BJ60 Very disappointed
The accommodations were lacking and the staff carried an arrogance that was not akin to serving others. The worse Sheraton I have ever stayed in before. The phones in the guest rooms were not designed for usage. We were there for a family reunion and no one made me feel welcome except the cleaning women. I felt like I paid someone to mistreat me and my family. Will not come again!!!
August 4, 2014
Rated 5 out of 5 by EJR01 EJR01
Ok, so for the 3rd time in 3weeks SPG/Starwood rescued my trip. First, at the Sheraton 4Points Times Square 2 weeks ago, then , in Alexandria, VA. This time, I was actually registered at another "prominent presidential" historic NYC hotel where the room was so shocking, I called the SheratonTimes Square before putting my bags down. I booked a wonderful room and ran over to find everything I had expected. I lost money on the lesser hotel, but the Sheraton more than made up for it. The front desk, the great concierge and the world class doormen gave me every reason to come back. And I will. Tip: stop wasting time & money on "deals" at other places. Book with SPG. Lesson learned.
July 8, 2014
Rated 5 out of 5 by gladys5 great location
friendly staff and cleaning people; overall great hotel
August 6, 2014
Rated 1 out of 5 by Rjacot HORRIBLE
Thank you for letting me share my HORRIBLE experiences with the Sheraton Towers in Times Square. Upon walking into my first room on the 25 floor (after a long day at work) the FIRST thing I saw was BLOOD on the wall - BLOOD!. It was not a lot but JUST the fact that there was BLOOD on the wall completely freaked my out - AND grossed me out. I mean, if there is blood on the wall that NO ONE cleaned, then what else have they NOT cleaned. I get a second room. This room was still dirty - totally covered with food on the walls. Then to top it ALL off on my third (and last night) with the Sheraton, I had a HORRIBLE wake up at 11:30pm when security pounded on my door yelling "get up, who's in this room". Again I was SO freaked out. I didn't open the door but asked "why". All he said back was "call the front desk and tell them who's in the room". I was so confused because I had been in the room for two nights already. I called down and the front desk proceeded to tell me that my name 'wasn't' on a reservation' and therefore security was doing a check. WHY would they do this; a) at 11:30pm and WHY would they not have CALLED my room at an earlier time to verify!. Overall worst hotel experiences I've ever had. I will never stay there again and please know that I will be sharing this with my company who booked off the block of rooms.
December 4, 2011
Rated 5 out of 5 by puffer3 Another Great Stay!
This has been my "go to" hotel for many many years. This stay was the best service so far.Lots of congenial available staff in the lobby to help. Check in was very gracious and helpful and the room was very fresh, clean, and ready for occupancy. For my business and social needs, this location is perfect!
July 20, 2014
Rated 3 out of 5 by Sarah2121 I had to change rooms at 11:00 p.m. because the guests in the room next door were doing drugs
Seher Funk is an excellent employee. When I booked my room using my Starwood points, I was charged for a nights stay. It took 10 phone calls and one month to clear up the charge even before I arrived. Seher finally resolved this for me.
When arrived to check in with my family it took 1/2 hour because there were not any rooms available at 6:00 PM and Seher had blocked one for me. This is unacceptable. During my stay last weekend I had to move my children ( 5 and 7) because the guests in the room next door were smoking marijuana. We called security and at first they were ineffective and our room smelled horrible. After another phone call, the head of security came up and confirmed it was in the room next door and fined the guests $300.00. My husband and I had to move our family to another floor in the middle of the night when we had to get up at 5:00 the next morning to fly home. I told the manager on the phone that I wanted my Starwood points back. She told me she could only extend 2,000 points which I have not receive and I think we deserve more for the inconvenience.
August 5, 2014
Rated 5 out of 5 by Dakotaray1967 Outstanding Service and Kindness
The hotel staff was extremely accommodating. From the moment that we entered, we were immediately pampered and handled with such care by our Front Desk Receptionist Nicole. She enthusiastically engaged us about our stay and when she found out that it is was my mother's 69th Birthday, she immediately offered us a beautiful breakfast comp; which she most definitely did not have to do. That's wasn't the end of her generosity though. When my mom and I returned to our room from our night out, there was a bottle of champagne, champagne glasses, chocolate covered strawberries and the most beautiful note from Nicole wishing us a great time and letting my mom know how fabulous she looked, along with a Joyful Birthday Wish.... Our room attendant from housekeeping, Ms. Naomi Chin was welcoming from the moment we entered the floor to go to our room. Everyday we encountered her and she went out of her way to make us feel welcome and to just brighten our day. The hotel itself is amazing and busy and full of life and excitement. The hotel is located in a great location which made it easy to hop on a subway, get a taxi or just walk to our planned destinations. We will most definitely be back again.
July 21, 2014
Rated 1 out of 5 by MusicMan Terrible check in experience
After two flights and an extremely long day of work in NYC I arrived at The Sheraton to have 1000 kids and families running around the lobby and hallways of the hotels. I got on the Platinum Preferred line and there was 5 people in front of me (only one person working the check in desk). To the right of me on the regular line was 2 people working and about 8 people on line.
It took over 35 minutes before I event got up to the desk to check in....(The other line of 8 people was already was all done by the time I got up to the preferred counter). Then when the front desk person started to check me in they couldn't find me a room so they said hold on and ran to the back to talk to the manger. I turned around and looked at everyone else in line (also extremely upset about how long they has been waiting to check in and how understaffed this hotel was).
When the front desk person finally came out 10 minutes later I said....Is there a problem? He said they only had limited rooms left and that the manager had to assign them....(35 minutes in total I finally got my key)...I actually clocked this on my iphone because I hung up with my wife when I finally got to the desk.
I asked to speak with a manager and she said "Im sorry we are having problems tonight and were adjusting and gave me a nasty look"....Thats is....No offer of bonus check in points, no room upgrade, no we will send a bottle of wine to your room....no SPG Platinum acknowledgement! I stay in 100+ rooms a year, this was on my top 10 worst.....
AND TO ADD TO IT ALL....the whole night there were kids running through the hallways screaming and the walls to the hotel were paper thin.....
Not the best experience......For other business travelers out there, I know you know what I mean here....
July 13, 2012
Rated 2 out of 5 by LandedSPG My First impression: Terrible....but maybe not for you.
Here is the thing: this could have been a solid recommendation by me. However, it started off bad and didn't get better.
The positives are that generally speaking this is a decent priced hotel for how close it is to Time Square and Central Park. Also, note that the parking is not super expensive relatively speaking to what other hotels charge. And that's where the positives end.
As a PLAT member I did not get upgraded to even a better room not to mention a suit or anything! I know what the standard cop-out message by all hotel responses is: "it's based on availibility" and although that's true, more often than not if you argue long enough during check in, you get some kind of upgrade which only means that it's actually based on "who wants it more" instead of legit availibility. Whenever I have to argue for an upgrade as a PLAT I already can assume the kind of hotel I am dealing with. So when I didn't get upgraded, it was not too much of a surprise to find out the PLAT lounge was closed for the weekend. Now since last year they've gone 24 hours, but when I went there, it was closed.
So look, if the lounge is closed and I am not upgraded (and at the that time Internet was not FREE for PLAT's) what am I getting here for my loyalty? Nothing.
Maybe since 2010 things have changed for the better, but when I stayed here for three nights in a row it was not a great experience. I had used starpicks otherwise I would have gotten out of there on the first night, but when you pre-pay for a hotel booking that you've never stayed in before, you run the risk of getting stuck.
As a whole I recommend the place, barely. But be warned, there our better SPG alternatives all around you in NYC.
This hotel does not meet the category 5 standards and should be category 4.
December 7, 2011
Rated 5 out of 5 by AZfamily city with kids
We used our Star points for this room and it was on a high floor (thank you) and we had a decent view. I would stay at this hotel again in a heartbeat! Great location!
July 19, 2014
Rated 5 out of 5 by atlanta123 Customer Service Exceeded Expectations
I can’t say enough about the great level of service we received during our stay Jun 25-27. Beginning a few days before our stay all the way to check-out each staff interaction we had was well above our expectations. My wife and I visited NYC to celebrate our 5th wedding anniversary and the Sheraton New York Times Square staff went above and beyond to make our stay very memorable. One thing that SPG does well beyond other hotel chains is they get the little things right. Every staff interaction is an opportunity to win guests over and they knocked it out of the park for us. On arrival, check-in was hectic due to sold out status, but that didn’t deter welcome staff from apologizing for the wait and passing out bottled water to guests. Once at the check-in desk everything went fast; elite status recognized, elite benefits provided including upgraded room, bottle of wine for the wait, etc. One thing I had done prior to the stay was reach out to a housekeeping email I received to request a fridge. On arrival to the room we were delighted to find the fridge already in room. Another great personal touch was the fact the housekeeping manger (shout out to Pilar) had left us a personalized note welcoming us and acknowledging our anniversary. Shortly after arrival a few complementary treats arrived to help us celebrate. Thanks again to all those who helped make our 5 year anniversary a memorable one, we look forward to returning in the future.
July 7, 2014
Rated 2 out of 5 Very Disappointing Stay
After reading the many poor reviews I tried twice to reach out to this hotel prior to my arrival to prevent any issues. NO response from the hotel. I then emailed the eConcierge, who contacted the hotel on my behalf.
Upon check in. I received a dirty room, with the toilet paper holder falling off the wall. The amenity for the wedding surprise as promised by the eConcierge was never delivered.
I emailed pics to the GM and the eConcierge and am suppose to get a follow-up from the GM. I will repost after that.
Other than location - which is awesome, stay away from this SPG property!
December 15, 2013
Rated 5 out of 5 by Margaret99 Great Hotel in the Heart of the Theatre District
We stayed at the Sheraton New York Times Square so we could go to the theatre nearby. The room was very well appointed and clean, the workout room had lots of cardio machines, and the staff was friendly and helpful. There are lots of elevators and the waits are very short, surprising in a hotel as large and busy as this one. Once we checked in, we discovered that MOMA was less than 2 blocks away and, of course, there is lots of shopping and restaurants nearby. We would definitely stay here again.
July 12, 2014
Rated 5 out of 5 by NSTX Great location
Hotel lobby was always busy -- but not bothersome for our purposes.
Perfect location - close to subway, Central Park, 5th Ave shopping, Broadway, etc.
Housekeeping staff was great -- allowed us to sleep in every day - cleaned the room based more on our schedule. If I needed supplies, the housekeeper on the floor was always willing to provide them.
Will stay here again.
Did not eat at the hotel -- that is why I did not rate that section.
July 31, 2014
Rated 1 out of 5 by Cisco6810 Very Disappointing Stay
I have stayed at the New York Sheraton multiple times and mostly have had a great experience. I arrived early morning in NY and came to the hotel to check in (10:30 am). My room was unavailable and that is OK... I left my bags and then went off to meetings... I arrived back at the hotel to find that I was in a very small room, (no upgrade), the room was not very clean, there were no bottle water or any reference to me being a Platinum member. I tried to reach the desk and was waited for several minutes... I took a Fuji water out of the mini bar to take some med's and when I got my bill I was charged $8.00 for a small bottle of water... I walked away from this experience feeling like i was robbed
October 18, 2013
Rated 1 out of 5 by EW2011 Check in and baggage handling not good
1. Zero recognition of SPG Platinum status by hotel staff
2. $3.50 baggage storage is insulting
3. 30 min+ wait for check-in (Front desk staff was terribly understaffed at 5:00pm)
4. Overall first floor staff attitude is terrible
December 15, 2011
Rated 1 out of 5 by GoHokies This Hotel needs major renovation
I stayed at this hotel numerous times, only because I had a cheaper corporate rate. Otherwise I would never stay here with my own money.
This hotel needs major major renovation throughout and should not command such a high price. The rooms are very tiny and you feel so cramped in 250sq ft. And it feels very outdated and it is very old. They really need to renovate the bathroom and the room.
Only thing nice about this hotel is the location.
November 21, 2011
Rated 5 out of 5 by Dighotel Manager was very helpful
The hotel manager Jorge was extremely accommodating when a large conference came in and caused us a disruption. I wouldn't have thought to stay in times square before but now will gladly come back knowing you've got a team led by a guy like him.
August 1, 2014
Rated 4 out of 5 by mskinner91 Great hotel in a great location
Our first time to NY and we stayed here based on the location, price and reviews. Yes, the hotel is busy, but it was not overwhelming or congested at all. It is the summer season so we expected all of NY to be busy. Other than a few kids running in the hallway one night, it was quite on the 6th floor.
Nice rooms that are of average size with super comfy beds, down duvets and pillows. All the staff were very polite and helpful. I would stay here again.
July 29, 2014
Rated 4 out of 5 by JBKz Love N.Y.
Stayed there several times in the past when visiting N.Y. However,the room TV was not working and the toilet broke during the night. We were inconvenienced by both problems which were resolved, HOWEVER that being said, we could NOT be accommodated when we requested a one-hour extended checkout time. Reason given was that the hotel was overbooked and the room needed to get cleaned. We all know that overbooking isn't your guest's problem and that the room cleaning goes on well after noon.
Even with the plumbing and TV problem, this "excuse" for not extending was a disappointment.
July 24, 2014
Rated 1 out of 5 by Manju Unacceptable
We walked into an uncomfortably hot, muggy room upon arrival. Turned off the heat but noticed there was no air. Called downstairs and they said they would send someone up. No one ever came up. I caught an employee passing by in the hallway (since we had the door opened, trying to get some cool air in the room) and she came in and stood on the desk to open the window, she also said she would send someone up with a fan and that never happened either. None of us got any sleep because having a window wide open in NYC can be pretty loud! Customer service was terrible. I would not recommend this hotel. The location is perfect but you can't get any sleep. Way to hot and bad customer service.
December 4, 2011
Rated 4 out of 5 by DFB1 This hotel is convenient to everything!
Upon arrival, there was unflushed debris in the toilet, unvacuumed floor, messy bed. Housekeeping member Karma responded quickly and exceeded our expectations. We were promised 3000 points for our inconvenience, but were never told how to post them for our future use. We would LOVE to return to this hotel. We'll tell others to stay at this hotel. We enjoyed our NYC trip. Thanks Sheraton!
July 30, 2014
Rated 2 out of 5 by MarcoPolo1450 Another disappointment
Free internet access sessions in the lobby are limited to 45 mins; internet connection in the room is charged. Faster and unlimited internet available at nearby coffee shop. Hotel charges to store luggage even for a few hours after check out. When my personal belongings were transferred by hotel staff to another room several items were lost & never recovered. Valet trousers returned with loose button that housekeeping provided a needle and cotton to fix as they would not sew it on securely. There were no envelopes, writing paper nor postcards in the room although there was a small notepad and pen provided. Not to mention the problem with the first room….Another disappointing experience.
September 11, 2012