Rated 2 out of 5 by Slates1984 Overwhelmed hotel
Arrived on a Friday night for a weekend stay using points. First assigned room smelled like cleaned up vomit. Apparently that was the last room with a queen/king bed. Switched to a room with two beds (and offered 1K SPG points as compensation). However, was not satisfied with the quality of the room and the amount of noise. Through SPG customer service, asked to be released from our reservation the following morning and moved to another SPG property in the area. To their credit, the property granted our request.
I've stayed at other Sheratons in the middle of cities (e.g. Boston and Toronto) but this particular property did not appear to have enough staff to handle the number of guests on this busy weekend. Overall, not a pleasant time and was happy to switch hotels.
October 15, 2012
Rated 4 out of 5 by John76 Improved hotel room, but house keeping needs some training.
This hotel has improved its rooms tremendously. Also, the front desk was very helpful and professional. However, the housekeeping staff needs to be trained on how to behave while cleaning the rooms early in the morning. They were very loud and offensive at times. And they continued on this behavioral path for at least 20 minutes which ultimately challenged my threshold of patience: I had to call management and report their behavior. Not exactly what I was hopping for a quite Labor day morning. I must say though, minutes after I reported the incident to a very polite and understanding female manager, the problem was rectified and that made me feel really good about coming back. Overall, the experience was great thanks to the prompt intervention of this manager on duty.
September 6, 2012
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.
January 4, 2013
Rated 5 out of 5 by Pablo2012 Very warm and helpful staff
I was on a very demanding work schedule during my recent stay - 14-15 hour workdays. Throughout my stay all staff that I had contact with were very warm, helpful and competent. I got very sick due to bad food consumed elsewhere, and when I spoke with a concierge to find a place where I could get a very mild dinner she not only gave me good advice she decided to give me a credit against my bill for room service. This was unasked and unlooked for, but very much appreciated and indicative of their approach to service.
August 16, 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 cella242 Quality Hotel
I have just returned from a 6 night stay. I had gone as a first time visitor to celebrate my 60th birthday and being 37 years married. I was greatly surprised to find our room was up graded to a superior one on 48th floor. The staff also provided birthday cake, champagne and flowers on arrival followed by cheese and wine later that night. Both Joy on reception and Michael were extremely helpful nothing was too much trouble and very happy to oblige.
October 18, 2014
Rated 2 out of 5 by Dunja Screaming housekeeping at 10PM
I never have a bad experience with Starwood properties but this one was bad! I got back to the hotel after a full day of meetings and the lady who is cleaning the room next to mine was screaming for 30 minutes to somebody on the phone and co-workers. Using bad words and was loud.
In addition my room was so hot and I could not get it any cooler. The door had the paint coming off and the bathroom was extremely small. I paid over $400 for the room and have gold status with SPG. I would have expected something better.
December 10, 2011
Rated 5 out of 5 by UKevin Welcoming, Professional and Attentive
I have just returned home to the UK from my second stay in this excellent hotel. The staff have all been attentive to our needs and have "gone the extra mile" to make our stay very special.
Thank you for making my week-long 65th birthday celebration so memorable.
Professionalism with a personal touch is not easy to achieve but the Sheraton a Time Square achieves this consistently.
November 8, 2014
Rated 2 out of 5 by March25 Dissappointing on 7th Ave.
I requested no service in my room (save the environment, etc.) but returned to my room at 7 pm to find a used bottle of juice by the TV. I did not put it there. I called guest services to ask for it, to be removed, and for my garbage can to be emptied. I returned to my room at 9 pm, and called again to have it removed. No one came. I called guest services at 10pm and said I needed to go to sleep and so would put the garbage can and juice bottle outside the door.
The next morning when I left, the garbage was still there. I came back to the room around 11 am and the garbage was still there. There was something left outside another door down the hall. Clearly the housekeeping staff doesn't listen to Guest Services, and thinks it's acceptable to have garbage in the hallways.
March 27, 2014
Rated 5 out of 5 by Concetta What a trip to the Sheraton Times Square!
Recently returned from a trip with my daughter to the beautiful Sheraton TImes Square in NYC. Joe, Chelsea and Shirnette went beyond the call of duty in seeing that we had a beautiful room on a very high floor with a great view. My daughter and I loved the location of this Sheraton hotel which is close to Broadway and of course, Times Square. What we especially loved was the friendliness and helpfulness of the wonderful staff. Can't wait to do a return trip!!! We definitely give this hotel and staff an A plus.
June 20, 2014
Rated 4 out of 5 by DissapointedAtThisTime Room very small for very large price
The room was extremely small for the large price paid. There was no expectation for the presidential suite to be provided, but certainly something a bit larger than what was received. Didn't complain on this occasion but definitely will if this ever happens again.
In the question below there is only a 'yes' or 'no' as to whether or not to recommend the hotel. The answer is, if the hotel provides value for money & has an overall good satisfaction reached (room, facilities, location, staff attitude, etc.) & in this case, with respect to room size being bigger, then 'yes', if not then 'no'.
The staff were excellent with everything else. Dave at the bell desk was exceptionally helpful & courteous every time we asked for directions. He's an excellent ambassador for the hotel.
April 30, 2014
Rated 5 out of 5 by Ryna Wonderful hotel, great staff
Just an awesome experience! I was in New York for an event and the location was great. The lady at the FD that checked me in was absolutelly great and very welcoming, sorry dont remember her name but if it is possible please tell her that me and my friend both appreciate her great attitude and a pleasant customer service. The room was clean, good size and with a nice NY view. I will definitelly recommend this hotel. Unfortunatelly we did not have time to try the restaurant, but will do the next time I stay there.
October 24, 2012
Rated 5 out of 5 by Jeffery Great Service from front desk
My stay was excellent. My travel plans had changed, and I had two separate reservations. I was entertaining a writer and director for the NYC fringe festival. Stephen at the from desk (who was only on his 3rd day) took extra time to make sure my two reservations were merged and I was able to have an uninterrupted stay in the suite I had originally booked. I really appreciate the extra time he took to make sure this stay went off without a hitch. We had a great run at the NYC fringe festival as well
August 16, 2014
Rated 5 out of 5 by Sophie66 Cleanliness
I stayed in room 5024 during my stay and I was very impressed with the cleanliness. I am a Director of Housekeeping so my expectations are always high when I stay in a hotel. The Room Attendant that cleaned my room should be commended on her work,. Also the gentlemen that checked me in made me feel so comfortable. I should have gotten his name but I am sure you can look it up. I stayed on 10/.24/14. Kudos to your team!!
October 27, 2014
Rated 4 out of 5 by Cairo77W Excellent location, comfortable room
Thank you for the SPG recognition and upgrade to the Club Floor. Staff very accomodating, Room comfortable and clean. Basic ammenities, but for a weekend stay in NYC, or even week day business trip, its more than adequate. Club Lounge can be a zoo, especially on the weekends. It gets crowded very quickly, no place to sit. Staff generally good about keeping the buffet stocked and tables clean. But great views from the lounge and can be relaxing. Nice perk for platinum members. Can't beat the location in Midtown.
July 11, 2012
Rated 2 out of 5 by Stacy738 Problems
Our stay was problematic from the beginning. First the reservation was incorrect on the email confirmation, so we called back and changed it. Second, the room wasn't ready until 5pm and then when we went up it wasn't even cleaned, which didn't happen until 7pm. Third, the hotel didn't give us the detail on the parking charges so what we thought would be a $50 charge was in fact $94. Fourth, when we moved some beer out of the mini bar fridge to make room for the milk we bought for the kids we were charged with the beer we didn't even drink because we tripped a sensor that tracks the usage. Finally, I see now that the billed us for two nights when we only stayed one so I have to call back today again.
It was a nice hotel but we will surely be staying somewhere else next time.
October 25, 2012
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 4 out of 5 by Amy0722 Great Hotel, Sub-Par Service
This hotel was clean and modern and right in the heart of Manhattan with good access to Central Park, Times Square and the Theater District.
The rooms on the first 30 floors were clearly more heavily booked as there were frequently long lines for the elevators for those floors in the evening.
We had a drink at the hotel bar and our waitress was both slow and so rude I can't believe that we left a tip. The front desk staff was helpful and friendly, but the baggage check and bar staff were gruff and unfriendly.
December 18, 2012
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.
February 9, 2013
Rated 1 out of 5 by ICEMAN07 I must lower the expectations next time
I choose Sheraton in Times Square because it is 2 blocks away from the show i wanted to see for decades. Finally that day came i i drove to New York only to see the show and stay at Sheraton hotel for a night. I wanted my trip to be memorable so i didn't mind booking at a well known hotel and paying a little bit more as oppose to staying at a not so well known hotel. As it turns out, the shower at our room only comes with either steaming hot and freezing cold. It was very inconvenient. My 2 days in New York is perfect except every time i'm reminded with the shower experience, i can help but be upset. I have stayed in Sheraton Waikiki in Hawaii and i loved every details they have in that hotel. It is from that stay where I've always associated Sheraton as a first class accommodation. With all of the best hotels located in Time Square, it now adds a curiosity on how better or perfect my experience would've been had i stayed on a different hotel.
November 12, 2014
Rated 3 out of 5 by Schnauzerific Not in love with it, for odd reasons
Room was clean, and quiet for Times Square. BUT:
- Line for reception was unduly long - as in, the length of the lobby.
- Escalator/elevators are byzantine. Not all escalators go to all rooms, which is fine, but they don't all go to all conference floors, and there's little signage, which is weird.
- Main problem: I travel maybe 180 days a year, and these sheets/pillowcases were the hardest and roughest I've ever experienced. It was like sleeping in sandpaper - one woman at the conference got a rash from it.
April 8, 2013
Rated 5 out of 5 by kdanner101 This hotel has Prime Real Estate
We stayed in this hotel for the New York City marathon. I knew I had picked a great spot when the general manager was emailing me with Welcome's and any needs I might have BEFORE my stay.
When we were there we always found the hotel to be conveniently placed in New York. It was basically the center of everything. I have nothing bad to say about the hotel. It was completely amazing.
November 4, 2014
Rated 4 out of 5 good except for house keeping and street noise
The room was small, but typical for NYC. The bed was comfortable. Good choice of TV channels and nice large flat screen. Great location within walking distance to alot. The shower didnt have much pressure. I was on the 14th floor and the street noise was very, very loud. I was woken up in the middle of the night several times. The windows need to be updated cancel out the noise. The cleaning staff left my dirty sheets in my room on the ground. I travel weekly for work and have never had that happen before.
April 29, 2012
Rated 5 out of 5 by RickinPA Great Staff
the staff at the reception desk was very friendly and made you feel very welcome
November 30, 2014
Rated 4 out of 5 by Tx2014 Quiet room
We stayed on the 20th floor. Our room was quiet. Wish the beds were Queen sized. But we knew before we came that they were full sized. My husband is 6'2" and my son 6''5". Full size beds are just too small. We noticed the hotel was busy, but that was never a problem. The location is the best! Between Central Park, and Times Square. Walking distance to Museums and close to subways and other public transit. We would stay here again. Plus we drove in and parked in the hotel parking. No Problem.
August 16, 2014
Rated 3 out of 5 by Cynthiapr overall mess
The AC was not working properly and they had to come to the room twice over the weekend. The blinds would not close. I broke a nail trying to close them. They came in and all they did was just close them half way. The ice machine was not working on the floor and we had to goto another floor to get ice. Front desk was so busy it took the forever to attend to people. It took me a long time to save my points and it was not what I expected. It was a holiday weekend and I left early.
September 11, 2014
Rated 5 out of 5 by Saled Week at Sheraton New York Times Square
We were overwhelmed with the courtesy and helpfulness of Jonahan Lomitola who sent a letter welcoming us a few days before we came. He made sure to send us champagne and chococlate covered strawberries to celebrate our 59th anniversary, and assisted us in allowing a late exit from the hotel.We were also impressed on our arriveal with Matthew who was at the desk and was most helpful.
We would definitiesly recommend this hotel hightly. Jonathan went out of his way to make this a memorable experience!!!
June 25, 2014
Rated 4 out of 5 by U2tribridge Good to stay for business trip
Facilites and location are nothing wrong for stays on business trip, but I won't prefer for family pleasure. Beacause of convenient location and large number of rooms, I felt it was very busy and crowded in public areas.
November 23, 2014
Rated 5 out of 5 by Scottsman1 Nice Stay at Sheraton New York
I was attending a conference in the nearby Hilton when I stayed at the New York Sheraton for 4 nights. It was a smooth stay and the staff were competent and genial. We got caught in a snow storm and they didn't bat an eye when I asked to stay an extra night with flexibility if I couldn't actually fly out. Seeing as they were hosting their own conference at the time and were very busy, I really appreciated this flexibility. I ended up flying out on time and they got it canceled with no fees. Thanks guys!
January 23, 2014
Rated 5 out of 5 by Jenna85 Brilliant stay
We had a great stay,the hotel is beautiful,clean and the rooms are very spacious. Location is amazing and just a few blocks from times square! II would like to say a big personal thanks to Sandeep on reception, after going to reception to get our keys reset I mentioned that my boyfriend (now fiancé) had proposed while we were in my and Sandeep arranged for wine strawberrys and cheese and biscuits sent complimentary to our room on our last night which made our last night that not more special . Thank you
December 7, 2012