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 3 out of 5 by poorSPGrecognition Poor SPG level recognition
I was extremely disappointed by how the staff didn't recognize at first sight my platinum level. I had to insist on each of my privileges to be able to have them, except the room upgrade which I never had during my 4 nights.
December 5, 2014
Rated 3 out of 5 by Southerners Good Location
Chose the hotel for its location and walking distance to theatre. Took a long time to check in even with SPG lane. Lobby is always crowded and have to wait for elevators. They charge $15/day for internet in the room and it doesn't always work. Front desk doesn't answer the phone, even when transferred from guest services. Room is dusty and every day something was forgotten-ran out of tissues and toilet paper. Starbucks in lobby is wonderful and all workers there are helpful and pleasant.
November 13, 2014
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 And it feels very outdated and it is very old.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 4 out of 5 by CambridgeTraveler Times Square Hotel, Centrally located
Greats location, easy to get to, nice lobby. Check in staff are incredible, nice, accommodating, and very friendly.
Rooms are ok, hotel is showing it's age a bit, but a great value for the price paid.
December 4, 2014
Rated 5 out of 5 by dads1961 An example of a great hotel
Sheraton hotel and towers Times Square is ideally situated in the heart of New York city Times Square. This is a elegant well renovated 5 star hotel. I have been coming here for years. The reason is the excellent customer care we have received from the front desk staff, to room service, the club lounge, the door men. Everyone ensures you receive only the very best of care. Our business is valued and appreciated. This hotel truly cares for their guests.
December 1, 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 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
Rated 1 out of 5 by Nightmare811 cancelled reservation
Imagine arriving in NY city with your 14yr old daughter, and having the Sheraton representative tell you, "Your reservation was cancelled!". I felt so disappointed, so scared and that feeling of being alone!
I booked the hotel in October 2011 as we were going to a dance competition. Circumstances changed, so I changed the reservation by phone, and the reservation clerk, "Dave"said the reservation number was the same as original one. No mention was made that I would be charged for one night in addition (even when I specifically asked about this). I also called many times(at least 6) to ensure the date was changed appropriately, (I was cut off, I was told to call "customer care"and was told everything looked ok before we left) spoke to Martha and Jason.Manager James Green was able to rectify everything in the end, thank goodness, but bring copies of reservation especially if you change anything.
July 15, 2012
Rated 5 out of 5 by jeb79 Great location
Very good location for the holidays. Our room was on the 21st floor. We had a very good view. The view from the street was quite nice despite it being such a busy time post Thanksgiving Day. I wish the beds were softer. A bit too firm for my taste. The stay was very comfortable for the entire family (me, husband, and 6 year old son). It is within walking distance of kid friendly activities which was quite important!!!
December 1, 2014
Rated 2 out of 5 by Spiritark Crowded and needs refurbishment
This is a long overdue post. Was here in May for work and brought my wife along. Throughout our stay, the lobby was packed with people attending a certain week-long conference. There was not enough staff to look after check-in and we had to wait in the Gold/Platinum queue (imagine non-member wait times). Though there was a system to kep the conference crowd and hotel guests separate, it was not effective. There is definitely room for improvement on this front.
The room itself was decent and looks like it had some refurbishment in the past couple years. The lounge however, can be improved. Service standards are very good in the hotel starting from the doorman to the chambermaid to the lounge servers. They made our stay very pleasant despite the lobby situation.
November 29, 2014
Rated 5 out of 5 by Dianerh Excellent stay
Location is great. Club lounge service, staff and view is incredible. Every staff member we encountered throughout our stay - concierge, bar, front desk, housekeeping and club lounge - was friendly, professional and very helpful. Room was very clean and had all the amenities we needed. We had a pleasant stay and will definitely stay here again.
September 15, 2014
Rated 4 out of 5 by Maramarc my experience
Overall I had a good experience at the hotel. The location is great. The room was small but they managed to use the space very well. My biggest complaint was we asked if the room could be cleaned after 5pm. We had been to the parade that morning and the room had not been cleaned. So when we we got back we rested that afternoon and left for dinner at 5. When we returned at Midnight the room was not cleaned, the beds not made and we had to call room service just to get extra towels.
November 29, 2014
Rated 5 out of 5 by SPGPlatinum111111 GREAT STAY
Fantastic hotel, just renovated and looks beautiful. I travel 75 nights a year for business and this is one of my favorite hotels to stay. The staff treat you with respect and make you feel very comfortable. If you are coming to NYC on business or pleasure this is the hotel to stay.
January 9, 2012
Rated 2 out of 5 by Legalelk This hotel disappointed me
On the second of five days at the hotel, the elevator two of the elevators that went to my floor broke. That left only one elevator for everyone going to floors 21 to 28. The wait to get on the elevator was over 30 minutes. That is very unacceptable. There were lines to get on the elevator. There was a guard stationed by the elevator and when I asked him when the elevators would be fixed he only shrugged. The other two elevators were not fixed for two days. Which meant I either waited 30 minutes for an elevator, or took a another bank of elevators up to the 20th floor and walked up the flight to stairs to my floor. The hotel was completely unresponsive to concerns about the elevator and made no accommodation.
August 8, 2013
Rated 2 out of 5 by Madson Poor management
I'm accostumed to travel to several Sheraton Hotels. This hotel has very poor customer services as well as management.
All issues I asked management assistance, they were not resolved. One of them refers being double charged (I pre-paid my stay and the hotel charged me again at check-in). I informed at least 3 times to reception and/or VIP management - besides had to repeat the issue every time, I was also pointed to someone else as there was not a track or management taking over the customer issue. Issue is still pending to be resolved by the hotel after 7 days of report.
July 26, 2013
Rated 1 out of 5 by GGgg76432 Horrible experience so far
Requested to room service to not do cleaning as I was on a business call during the mid-day hours. Put "do not disturb sign" on my door. Room service still came back multiple times and called three times despite my request and the sign on my door.
Tried to order room service, but was denied service due to item being only available on the childrens menu. Indicated that I received the same order the prior night and was told that there was a policy to make a one time exception.
This is in addition to a false fire alarm and multiple elevators down. My prior stay included 24hr/day construction noise from the hotel's renovation.
April 16, 2012
Rated 5 out of 5 by pamela710 Very impressed!
I did a lot of customer satisfaction reviews before booking. I called the SPG customer service line and had a fabulous representative who helped book my stay. The rooms while compact, were nicely appointed, very clean and staff was wonderful. My only complaint was as a Gold Member, I think having to pay 14.99 a day for EVERY computer in the room was excessive (we had one room with two 20 somethings in it whose lifelines are computers and my husband and I in another needed to check emails frequently for work). Other than that observation, we had a great experience!
December 10, 2012
Rated 5 out of 5 by Trab26 Great Stay
Great location for a holiday weekend. Close to everything - times square, theatre, restaurants and shopping.
December 2, 2014
Rated 5 out of 5 by Leaves Will Stay Again
We had an incredible stay at Sheraton Hotel with excellent service by Mr. Iverson.
He assisted us with early check in and provided a clean and comfortable room. Furthermore the hotel is located conveniently to many of New York's landmarks and eateries. We will definitely stay again on our next trip to New York!
Ask for Mr. Iverson when staying at Sheraton Hotels & Resorts, he is extremely helpful and friendly.
November 29, 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 Wino my stay
I come to NY often and i have made your hotel my hotel when coming to NY.
However; if you go out and look at lounge area you find it very dissapointing in fact the chairs and rugs are disguesting.
The chair are so filthy and stained i did not want to sit in them Many people like me are sitting there in business suits and I'm sure whoever reads this will agree upon your insptection. You are a World Class Company positioned in a world class spot in the biggest world class city in the world. not a good situation. I don't think you want to publish this review
November 8, 2013
Rated 5 out of 5 by Senior70 This hotel has an excellent location and new feeling.
Room was centrally located for our visit. Room felt completely new due to the recent renovation. Hotel staff did an excellent job checking us in and assisting us in our needs.
December 1, 2014
Rated 5 out of 5 by FlyIntl Second Great Stay at Sheraton NY Times Square
This people at the Sheraton New York Times Square Hotel are ALWAYS super. From the Front Desk, to the Concierge to the Room staff, everyone extends the pride of New York.
Rooms are NYC size which means small (by US standards), but the rooms are quiet and well-furnished.
The lobby is not large and it's always bustling. Front desk lines are busy during check-in and check-out times. You can store your luggage in you're checking in for free ($3.25 if you're not checking in)..
I like the gym which is a large, well-equipped gym (with a small locker room). It's $10/day (unless you're a Platinum SPG).
Location is great to walk to everything and/or catch subways all over the city. In fact, the hotel is right above the 7th Ave & 53rd St station on the "E" train line which connects to the JFK Air Train, so it's fast and easy to get to the hotel.
I will definitely return and recommend this property.
November 4, 2013
Rated 5 out of 5 by Woodsie Clean hotel
We stayed 4 nights and was pleased with service, housekeeping and hotel accommodations. We stay at this hotel yearly on our visit to NYC.
Thank you for everything!
November 30, 2014
Rated 1 out of 5 by GratefulDad Check-in Nightmare
We stayed at the New York Sheraton over the holidays and had a less than stellar experience. We arrived early and were graciously allowed to check-in to one of our two rooms early. At the check-in, we were informed to come back at 3:00 PM to check-in for the second room (the kids room.) We had asked that we either be given 2 rooms that were on the same floor, or two rooms with two double beds, (knowing that adjacent or connecting rooms cannot both be doubles). The room wasn't ready when we returned at 3:00 PM. We were told to come back at 5:00 PM, but the room still wasn't ready. We were then told to come back at 8:00 PM, but the room still wasn't ready. Again, we were told to come back at 9:00 PM, and the room still wasn't ready - and that it was a flight crew room which was why it wasn't ready? At 10:00 PM, we just asked for any room in the hotel as the kids needed to get to bed, (they were sleeping on the lobby floor in the NYC Sheraton). It took another 30 minutes to get a room, which was on a separate floor from us (their parents).
Also, once we arrived, we asked to use the internet and were told that the name on the registration didn't match the name on the account… (it did match but there was a problem with their internet). We were then told that there was a problem with the internet and that we needed a special pass code… it didn't work either… we gave up on the internet.
Make no mistake, the staff was always very nice, very empathetic and very pleasant. I typically love the hotel and usually have a great experience at the hotel. As a 12-year Platinum Preferred guest, this is one of the first disappointing experiences I have had with Starwood. I will continue to stay at this hotel but was very disappointed with the most recent experience.
December 31, 2012
Rated 5 out of 5 by MGM2012 Amazing Stay
Greta views and great staff....
December 1, 2014
Rated 5 out of 5 by Southern6 The place to stay in times square
Fancy but not over the top. Comfortable.
Helpful staff. Nice room selection/options.
Would stay here again.
November 30, 2014
Rated 1 out of 5 by DEB123456 NEVER AGAIN
The short story is we went overnight and housekeeping was in our room the next morning while we were at breakfst- threw out our personal bathroom goods, could clearly see our bags were stil in the room, and reminded us that check out was at noon- THIS WAS AT 9:40 AM!!!! Front desk apologized and then stated they had X number of rooms to clean a day- not my problem as a paying guest. as we were leaving we went into the lobby store LANDAU to make a purchase and SUZANE ( store rep) entered from the lobby and began screaming that we entered a locked store- not sure how you do that as the doors were not locke, no closed sign anywhere and this was all during regular retail business hours- the 4 children with us were scared by her rantings- NEVER AGAIN!!!!!!!!
August 10, 2012