Rated 5 out of 5 by Patt Well Done
Great location, efficient knowledgable front desk staff. Found all staff pleasant and professional. Very happy with service an the facility. Keep up the excellent work!
February 11, 2013
Rated 4 out of 5 by Joanne43 Superb Hospitality
I am writing this review to share the highlights and lowlights and more specifically commend an employee who went far and above anyone that I've encountered in my many, many years of traveling to Starwood properties.
I brought my daughter to the Sheraton New York at Times Square to celebrate a very important milestone. We had several delays in our long travel day and arrived exhausted. I had previously requested the Suite Night award but unfortunately it was not available. Upon check-in, I was notified that an upgrade view room would be available in about 1-2 hours. Sounded good and we went to dinner. On our return we were checked in and given the keys to what turned out to be an already occupied room. I took our luggage and headed to the club room on the 44th floor. That is where we met Jorge, the on-duty VIP supervisor who personally saw to it that our trip was to be one of the best ever. He greeted us, grabbed our luggage, procured us a refreshment and set about getting us a new room assignment. For the next five days we felt completely pampered as well as a valued Starwood member. Each morning, Jorge was there to greet us in the Club room and insisted on getting my daughter her hot water and lemon himself as well as recommend restaurants, sights, etc. He arranged for a special celebratory gesture to be delivered to our room the evening of her event accompanied with a congratulatory card signed by the staff. This goes to show how just one employee can truly make a difference and we cannot thank him enough for his kindness and hospitality. We are already looking forward to our next trip to the Sheraton New York!
On the negative side, the only area lacking at this particular hotel is the reception staff. I have been to this hotel about 10 times and not once have I felt welcomed. No front desk associate that I have come in contact with has ever greeted me, acknowledged brand loyalty or returning guest, acted happy, or basically cared about their position as the initial point-of-contact employee. As a unit, they seem generally unhappy that you are there to check-in/ask questions/etc. and treat you as such.
April 11, 2014
Rated 3 out of 5 by Fred2000 Was expecting more from Sheraton...
The bed was not as comfortable as I thought. Only stayed one night but had hard time sleeping. The sheets were rough. Not the Sheraton experience I was hopping for.
November 29, 2012
Rated 4 out of 5 by tulip19 Convenient
Everything was as expected. Room design tasteful. Nice coffee and coffee machine. Nice location. The only odd thing was that my room was never cleaned.
November 12, 2013
Rated 3 out of 5 by travelgenius Less than normal experience
I have stayed at this hotel many times. This time was sub-par...when I arrived, refused to honor confirmed requests and lifetime gold status, saying they only give late check-out, entrance to club lounge to platinum as hotel is under different management. I ended up paying additional for access to club floor (had booked thru trade-show and club rooms sold-out; had called hotel to see if would give access to club at least); they did give me a room on the club floor when I paid the $25 additional per night; room was absolutely terrible with a hospitality room across and awful furnitue set-up; I was moved to another normal room that was fine; breakfast in the club was a mess next morning; dishes and used materials piled all over; food was pretty much delpeted and not being replaced; very little staffing...
The lounge that evening was good and breakfast next day had normal staffing that remembered me and service was up to expected.
The day after I checked in, I went to the front desk and was given a late check-out for the next day as normal with no issue at all.
Not sure what happened here, but the person I was traveling with was at the point of never coming back and we are longtime SPG members , have stayed here many, many times, and are both close to lifetime platinum.
February 20, 2014
Rated 5 out of 5 by Sandy23 Great stay
First time that we have stayed here and loved it. The staff was very helpful and the location can't be beat. Wi-fi in the room was the only thing that we missed.
July 18, 2012
Rated 5 out of 5 by Hopey Great hotel
We had a wonderful experience in New York at the Sheraton. They met our every need and went beyond the call of duty. I would stay here again.
December 8, 2011
Rated 5 out of 5 by wwgjr Staff was excellent!
We were given an upgrade to the club level and that was a nice surprise! The rooms were extremely comfortable and I love the accessibility to Times Square!
June 24, 2013
Rated 5 out of 5 by Charlie Shearton New York 2013
Quick check-in. All staff friendly and helpful.
Location great for access to shows and great eating places. Coffee in rooms great. Beds very comfortable.
February 21, 2013
Rated 2 out of 5 by Chops club floor is a joke
I already responded re my concerns about crowded club floor lounge that was not limited to club floor guests. poor system
December 16, 2013
Rated 5 out of 5 by Karen perfect location
This hotel was perfect for our theatre going needs. The concierge was extremely helpful in suggesting eating places. Will definately stay there again
February 23, 2013
Rated 4 out of 5 by Michael1129 Club Lounge
The variety of food served has gone from spectacular to below average. the presentation has suffered the same. The staff was helpful and attentive.
August 7, 2013
Rated 1 out of 5 by hdslfadlkj Bye Bye
Filthy bathroom, was not cleaned despite request for housekeeping to re service the bathroom. Attempted contact to front desk manager got no result.
April 4, 2013
Rated 2 out of 5 by EJYoung Great location but disappointed
No fridge space, storing bags at hotel costs $, no free wifi in room, no coffee jug, pool is shared with another hotel diagonally across the street.
August 5, 2012
Rated 4 out of 5 by DannyS Nice stay, but
Everything about our stay was good, except the check-in process. The front desk was understaffed and the wait to check in was around 20-25 minutes.
October 12, 2012
Rated 5 out of 5 by Roxy18 Great place to stay.
Great place to stay. Very clean and conveniently located. Staff were helpful, friendly and prompt when call to the room. I would stay there again.
June 30, 2013
Rated 5 out of 5 by Batravnen Perfect hotel close to everything
I will reccommend Sheraton New York TImes Square Hotel any day, sinces the rooms are perfect, the staff friendly and the location is just perfect.
March 19, 2013
Rated 1 out of 5 by boater1 Really needs attention
I will explain the negative answers above:
Staff met my needs: there was a student group on my floor. I couldn't sleep for two nights. Very noisy. The chaperones decided to "camp" outside MY door in chairs and talk very loud! Like they were having a "social". I had to call security twice to get you to come up and address. I listened as security barely asked them to move on so I came out. They said they were there to keep the kids in their rooms!
When I came out of my room the next morning there were four "chaperone" chairs in the hall. When I told your receptionists upon checking out, they told me to ask for a non-kid floor next time!
Cleanliness: My shower curtain had some "crusty" thing on it resembling something that comes out of a nose. I was already naked so I had to remove it. Really Gross.
Met needs: I work for the television network close by so it met my needs, I could walk there. BUT, it was so noisy.
I will say this, the room service came immediately!!!
Also, when I checked out, the person knew nothing about arrangements for my company to pay for room. I got so frustrated I asked for manager. He saw it immediately and apologized.
June 15, 2013
Rated 1 out of 5 by Awfull2013 Awfull
Complete lack of pride, no knowledge of customer service. Change everyone , managers, bad example of hotel industry standards
August 7, 2013
Rated 1 out of 5 by John61 Bad experience
I had high expectation but was very disappoited. Bad customer service and little cooperation. This hotel is not one i would recommend to anyone
May 4, 2013
Rated 1 out of 5 by jetmichael TERRIBLE BEDS
For this price of $329- the beds were terrible and springs were protruding.
NOT what is expected from a hotel of this standing.
August 15, 2013
Rated 5 out of 5 by Diane Great location
This hotel was on the high price but it was worth it. The first 4 nights (May 16-20) we stayed here we were on the 40th floor with a view of Times Square. When we came back (May 20-28) we were on the 50th floor. The service on that floor was the best. We got a paper (which we didn't on the 40th floor), the housekeeper was very friendly.
It was nice to have a coffee maker in the room but the hotel should think about getting a small refrigerator for each room that would be free.
The hotel was within walking distance of most broadway shows and good restaurant to eat at. I would recommend this hotel to all who would be making a trip to New York.
May 29, 2013
Rated 2 out of 5 by Sheraton2011 Room condition was unacceptable
As a result of SPG's failure to credit my 3 for 1 promotional points as promised, I was forced to transfer from the Manhattan (4 star) to the Sheraton (5 star) to a handicap accessible room a few days before my trip. Being a 5 star hotel I was shocked to find that the room was in horrible condition. The drapes were hanging and missing hooks which did not allow me to close them all the way and the swtich to raise the shade was broken. The radiator had peeling paint and worst of all, the bathroom had broken handles and was in the worst condition I've ever seen; and was more like a cheap motel than a 5 star hotel. Needless to say, I was appalled.
December 13, 2011
Rated 5 out of 5 by denny254 ny,ny
this is the only place I would stay in ny. you are in the center of everything. my wife and daughter w love this place
December 3, 2013
Rated 5 out of 5 by Al1900 Great Location
So close to Times Square but not in the madness of it. Also, th egym was one of the best I've seen in a hotel. I'd stay again in a second
January 11, 2013
Rated 5 out of 5 by Girlsweekend Great weekend trip
All Staff was very accomdating and made every attempt possible to please us. Especially Felicia in Customer Care, Thank you all so much.
November 1, 2012
Rated 5 out of 5 by normanbridge Personal Service
I wanted to mention the Warren and Jon of the staff made our stay in NYC friendly and persoanble. We greatly appreciated their kindness.
February 11, 2013
Rated 2 out of 5 by Freqtrav22 Club hours
Club hours are too short in the morning (7:00-9:30). Most other clubs are open until at least 10:00 am and frequently 11:00 am.
August 12, 2013
Rated 4 out of 5 by Martin212 Holiday in NYC
In excellent position, all facilities in hotel as expected by a Sheraton hotel. Seems to be run professionally.
November 19, 2013
Rated 2 out of 5 by red95 Busy, Small Rooms
The hotel is very big, busy common areas with small rooms. Better SPG options elsewhere in NYC.
December 16, 2013