Rated 2 out of 5 by londontraveller Not a happy experience - housekeeping needs fixing
Not a happy experience
On the surface, there is no reason why this shouldn’t be an excellent hotel. Location is good, near several subway lines. Room sizes are on the small side, but that’s only to be expected in NYC, and facilities (in-room coffee maker etc) are well thought out. The top floor Club Lounge has fantastic views over lower Manhattan and the two rivers.
Nevertheless, without doubt this was the worst SPG stay (indeed, probably the worst stay anywhere) that I have experienced in over thirty years of travelling.
The organisation and delivery of housekeeping services is this hotel’s greatest problem.
On two of the four days we were there, housekeeping passed us by and phone calls to Guest Services (on both occasions!) resulted in accusations of the Do Not Disturb sign being left on the door- it wasn’t: there was a strong sense that Guest Services pushed back and blamed the guest for any issue that was brought to their attention. Servicing eventually happened, though we never managed to get any Shower Gel left in the room, or Non-Decaf coffee bags for the coffee maker, either. Add to this a bathtub that needed an engineer in order to drain, and air conditioning only part-functioning throughout the first night and you’ll get a sense of some of our frustrations. The magnetic-stripe room keys are clearly past their best; both of ours needed recoding on practically a daily basis - and yes, of course we weren't keeping them near phones or clasps.
The greatest single error, though, resulted from only half of our laundry order being returned. Eventually the hotel accepted responsibility for this, but only after blatantly accusing one of us of telling lies. When “Perhaps you’re mistaken and you never gave it in” was rebutted with the promise one of us had taken a photo of the order form, duly dated that morning, the - very rude and abrupt - Guest Services handler stressed “We have checked the cameras and can see the floorman delivering all your laundry to your room, so you must be wrong and it’s in there!” Those were her exact words. Only after the point was made that, if she could indeed see two pairs of clean gents’ trousers going IN the room, she would certainly see them going OUT as well, did she backtrack and say- actually- she couldn’t tell what the laundry was after all.
Staff on the front desk, meanwhile, were always understanding and accommodating, doing their best to solve all issues. We left without half our clothing but with a complimentary car to the airport and promises that our missing garments will be sent on to us as soon as they turn up. Time will tell… we’ll keep you informed of any developments, though we’re not holding our breath.
Lastly the guest services reps need diversity training. We are a two man married couple and when my husband tells a rep that he will be out but that the rep can speak to "my other half" the response is not to say that they will speak to "your wife"!
So, if you’re looking for a well located hotel; you’re not too bothered about other services; and you value the Club Lounge view and can afford it or are certain to be given it then certainly consider the Sheraton TriBeCa. If not we suggest you can find much better elsewhere.
August 17, 2016
Rated 5 out of 5 by Kingpickle Great NYC Experience
This was my 2nd stay at Sheraton Tribeca. It's a great hotel with terrific subway access. The upper floors are best. I was on the 17th and had a great Hudson River View. The Club Lounge on the 21st floor has a roof deck with unobstructed views to the north and east. Staff is very friendly and responsive.
August 10, 2016
Rated 4 out of 5 by JBirdontheroad Management dropped the ball
I reserved a room for my sister and her husband at this NYC hotel for their anniversary night. They said room was nice and enjoyed their stay, They paid the hotel bill upon checkout. My credit card was also charged for the stay. I have reached out to the hotel numerous times, and have been promised someone will follow up and get back to me. I even called the Platinum concierge and they reached out with no response back to me. This is not the way to treat a Platinum guest. I will have to dispute the charge with my credit card company as I can get no resolution here. Talk about a lost opportunity for good will...
August 4, 2016
Rated 4 out of 5 by weddqueen Desk Staff/ Bell Staff
Nicolas was FANTASTIC. Accomodated us in every way he could. HE WAS FRIENDLY AND MADE US FEEL AT HOME AND WANT TO COME BACK AGAIN. wHEN WE WERE LEAVING HE INVITED US TO EXTEND OUR STAY AND TO PLEASE MAKE SURE WE COME AGAIN. THE BELLMAN TOOK OUR BAGS BECAUSE WE HAD CHECKED OUT AND WANTED TO GO TO GET SOMETHING TO EAT. HE OFFERED TRANSPORTATION AND WAS VERY FRIENDLY
July 18, 2016
Rated 4 out of 5 by JGee Great location. Great staff
I enjoyed the location in Tribeca and close to Soho. The concierge, Sal, gave us excellent ideas for restaurants. I also needed help printing out a reservation and one of the staff was very helpful. Unfortunately I don't know his name. I was visiting my son who lives in NYC. The first night i was there when we were walking around in the evening I didn't feel comfortable in the area. After I voiced my concern to my son we walked on different streets and I enjoyed the area much better.
July 10, 2016
Rated 5 out of 5 by SusanandBob This hotel has everything we could ask for
The central location of this hotel and easy access to the subway make exploration of all of Manhattan and Brooklyn very easy. The great shops in SoHo are across the street and the World Trade Center & other sights in lower Manhattan are a short walk away. The hotel is very comfortable and the views from the club lounge and the room were spectacular!
July 9, 2016
Rated 1 out of 5 by travelfrequent Do not stay here if you have Platinum Status
Customer service at this hotel is terrible. Staff is very unpleasant, rude and unresponsive. Room provided was very small. Requested toiletries were never brought to my room, No staff was present at front desk when I attempted to check in. Very difficult to get a taxi. General Manager was very difficult to contact. Seemed like he did not care about the challenges this guest experienced. No material benefit for a platinum member to stay at this hotel.
July 8, 2016
Rated 5 out of 5 by ImageCatcher Associates are outstanding
From the moment I checked in I was afforded the treatment that I always expect from my favorite NYC hotel (Sheraton Tribeca New York). Front Desk Associate Nelson greeted me as an old friend would do and welcomed me back and said that I have been missed. I promised him I will not make a habit of staying away for such a long time.
Again, it was a pleasure to see your Associate Deon in the Club Lounge & Terrace. He makes every one of my evening visits to the lounge a joy. His personality and gracious ways are one of the major reasons I make the Tribeca New York my ONLY choice when I am in New York City.
Also, to all of your Associates that I see during my stays here and are not aware if their names, please give them all much kudos. There has been no one at this hotel that has not gone out of their way to accommodate any of my needs. Again, they make my stay an extremely enjoyable one.
July 4, 2016