Rated 5 out of 5 by Vern1983 Great bed
Newly renovated rooms were clean and comfortable. Good location, we enjoyed our stay.
April 22, 2013
Rated 5 out of 5 by June16 Great Stay!
I had the opportunity to spend three nights at the Sheraton New York Times Square Hotel for a Learning & the Brain Conference that was being held at this location. Having previously lived in NYC for many years, i really was not sure about the hotel and location. I am here to say that the stay was great! The renovated room and the bedding was exceptionally comfortable. The staff was ever present, amenable, and attentive to specific requests. The location is terrific! If you love to walk - then this is the place. Very easy access to the theatre district, uptown, downtown, east-side, west-side, and of course, Central Park. The taxi ride from LaGuardia was simple to handle. The bell-man was right there to call a taxi for you when needed.
What took the stay over the top was the manager, Mr. Fish, who listened attentively to a personal concern and who , I believe, went above and beyond to address it and confirm that I was heard. This is a very busy hotel, as observed by the ebb and flow of the sea of people in the lobby. Yet, it was never overflowing.. It gave me a true reminder of the essence of the Big Apple.
May 14, 2014
Rated 5 out of 5 by lsparra Like no other
Excellent location and service
November 11, 2013
Rated 1 out of 5 by nyclocal Scaffolding Eyesore
The hotel has been surrounded by scaffolding for several years. Will this ever stop?
April 1, 2013
Rated 5 out of 5 by dave Sherton stay
excellent stay in a completely remodeled hotel. My favoritehotel in NYC
February 25, 2013
Rated 5 out of 5 by pedrofirst pedro
The location and the service in the executive
floor is excelent.
February 9, 2013
Rated 2 out of 5 by Maxxx Not to Standard
Poor condition not fitting to be a five star hotel
August 25, 2013
Rated 5 out of 5 by Mike2013 This hotel has a great location in the city
I could see everything in time square from my hotel window
April 18, 2013
Rated 4 out of 5 by BRLauren Overall Pretty Great
The staff was helpful and accommodating. I'm not sure why my mini bar and snack drawer were both locked, but it took several requests for me to access a bottle of water. The room was clean and comfortable, a good rate for a room in NYC.
May 13, 2014
Rated 5 out of 5 by PanPan Great location!
Great location. Friendly staff. Nice Executive lounge.
September 30, 2012
Rated 1 out of 5 by bart53 disgusting
bathroom sink didn't drain
mildew smell in bathroom
June 30, 2013
Rated 1 out of 5 by Perry Unfriendly staff
Rooms were very small and the staff was unfriendly.
February 13, 2013
Rated 3 out of 5 by Laurie25 Majoring in Mediocrity
There was nothing terrible about our stay but lots of little annoyances that add up to wishing we had been somewhere else. Our king bed reservation turned into 2 doubles and the person who checked us in insisted they were 2 queens--which is why we took the room. She should have been better informed. She also knew nothing about the gold welcome amenity and had to ask someone else. Our room had a broken safe and we had to call for service on it twice which made us late for where we were going. I had lots of trouble with the computer in the lobby, and the set-up is such that everyone in that lobby can see what you're working on. That's flat out wrong. I even get the idea of creating more energy and connectedness in the lobby by putting the work stations there, but give people a little personal privacy when they're on the computer. And the elevators took too long. Too many people coming and going--like a factory. And finally, I can't believe they are still charging $10 a day for the fitness center. Come on people. If you have to charge, make this one of the gold amenities. I didn't need that free drink. I need a workout in the morning. I am a committed SPG member but I would only stay here with points, I would never pay to stay here.
May 1, 2012
Rated 5 out of 5 by LMV1955 Great location, way above your average hotel!
Located within a short 5 minute walk to Time Square and Broadway and Rockefeller Center. Very comfortable room and was impressed that you couldn't hear any outside noise. Beautiful lobby and very helpful staff. When we return to NYC, we will being staying here again!
May 12, 2014
Rated 1 out of 5 by AHF12 terrible
horrible experience from check in to check out
January 21, 2013
Rated 5 out of 5 by gorda wonderful location
very friendly Staff and helpful !!!!!
April 23, 2013
Rated 1 out of 5 by Hakan77 Rude staff
Exceptionally rude staff.
May 12, 2013
Rated 2 out of 5 by paul7725 was disappointed with this stay
the cleaning person didn't adequately clean the room. for example, i left empty takeout boxes, and they never got picked up. when the ethernet went out, i called the operator. rather than try to get the ethernet fixed, he told me to use wireless. what he didn't tell me is that the wireless network was about 100x slower, and sometimes cut out completely.
May 9, 2014
Rated 5 out of 5 by DMac1970 Don Macaulay
Outstanding service and really nice hotel. I try to book this place every time I travel to new york (I go there a lot for business!). Not only is it centrally located, but it is a beautifully appointed hotel. Kuddos to the entire staff.
May 12, 2014
Rated 1 out of 5 by BDUN Sheraton NY times square
I must say that I am extremely disappointed with our stay at the hotel, even though the managers on duty tried to help by offering us complementary services.
We arrived at the Sheraton Times Square after our flight from Los Angeles at 5:30 p.m. on 12/26. Our reservation for four nights for a vacation with our children was made months before our arrival, but were told that our room was not ready.
When we finally did get our room at 7:15 p.m. by now we were eager to shower before having to rush to our 8:00 p.m. dinner reservation, only to find that our bathroom had no shower curtain. We told the bellman, and waited for another half an hour in vain, so finally left the hotel without being able to freshen up after our trip.
The next morning, my wife on her way to join my kids and I waiting for her in the lobby, got stuck in the hotel elevator with other guests, had to pry the elevator doors open, and had to walk down 35 levels to join us, wasting again precious time.
Returning to the hotel the same afternoon, because of ongoing repairs we had to wait for another 20 minutes before being allowed to get on an elevator to be able to reach our room.
As far as the accommodations, our room was small, the window ledge and shelves above the mini bar were dusty, and the room certainly was not worth $475 a night.
I have been an SPG member for many years and have stayed in SPG hotels from Paris to Montreal and all across the US, but I must admit that this was one of the worst experiences that I have had in the network of properties.
At this point, I would certainly think twice before recommending the SPG hotels to any of my staff.
December 31, 2013
Rated 3 out of 5 by Hondo Adequate plus
I appreciate the new look of the property but find the hotel to be increasingly corporate and impersonal. The lobby is always crowded, noisy and busy (I guess that's good if you're the operator) and finding a place to sit in the bar area is nearly impossible. Squeezing the Link into the same area has made it even more congested so I always have appreciated having access to the 44th floor concierge lounge. Unfortunately, the remodeling of that space has made it far less appealing.
That lounge feels cramped and has extremely poor layout for access to food. The loss of the long and more gracious entry leaves a bottleneck at the front door and chaos with even modest crowds. Thomas and Muhammad are the bright spots with their remarkable memory for guests and outstanding customer service. The furniture, though, is awful, especially the two seater tables under which feet don't fit.
The rooms are fine...though as a Platinum, I haven't had a suite upgrade in years. I appreciated the welcoming email from a manager, but she had me incorrectly identified as a Gold SPG, not Platinum.
So, overall, the property is 'functional', but with the loss of the unique 44th check in option, the degradation of the concierge lounge and the lobby mess, I'm inclined to finally move to another property (likely still Starwood) for my next NYC visit.
December 14, 2011
Rated 4 out of 5 by cokavt Great Conference Facilitities
Attended a conference and was surprised that the hotel had wonderful meeting rooms. Elevators very fast and efficient, location great for meal options, and everything is within walking distance or subway during non conference times!
May 12, 2014
Rated 3 out of 5 by lacey1 great hotel bust dont forget somethingo ug
Went to this hotel with my daughter to see the sights of new York. Great location and enjoyed the stay. the only negative thing I can say is don't forget something at the hotel I realized once I got home I left my camera charger pulled into the outlet in my hotel room called to inform them of it. I had to call serveral times to find out if they found it. To this date I have not heard from the hotel I had to replace the charger which was 79 for the battery and then another 80 for the charger. Very expensive. It would have been cheaper to buy a new camera but it was my daughter's very disappointed in the customer service I receieved or lack there of.
September 27, 2013
Rated 2 out of 5 by Jill55 Poor check in experience
I've never had such a poor check in experience. As a Platinum member I've had easy experiences getting checked in quickly and with a high level of service. When I arrived at the hotel on Saturday at 8pm, the lobby was filled with guests waiting to check in. There were no front desk agents at the SPG preferred check in desk for at least 5 minutes. There were only a few agents working the regular check in line. And the service was extremely slow. There weren't any managers walking around the lobby to apologize to the guests for the delay or offer them water while they wait. Nothing. People had to ask the managers walking around what is going on and if they could get more front desk agents to help.
When we finally got to the counter we were told that our room wasn't ready. At 8pm this is not acceptable. The good part was that they offered us a complimentary dinner to compensate for the room not being ready. This was a great perk. I went back to check in after a good meal at the burger bar, but then found out I had not been upgraded to a bigger room (every other Starwood hotel has upgraded me because of my Platinum status). It was probably because the hotel was so packed, but I just didn't feel like a VIP at that point.
The room itself was tiny, and the bathroom smelled like someone had just used it. The shower was dripping all night. I won't be coming here again.
August 22, 2012
Rated 4 out of 5 by Christina1977 Probems w/ Elevators
Overall, I am very pleased with our stay at the Sheraton Time Square. The staff couldn't have been friendlier and I consistently felt like they went above and beyond to ensure all of our needs were met.
Now, the experience that was NOT above and beyond was the use of the elevators. Since we were on the 39th floor, we had no choice but to use the elevators. Every morning, there was a 5-10 minute wait to get an elevator however, this is somewhat expected during such a busy season in a multi-floored hotel. However, on our last day, a group of us from the floor waited over 20 minutes for an elevator until we realized there had to be an issue. After waiting for someone from the hotel to meet us to explain how much longer we should anticipate waiting, we were told one of the elevators was down which was causing a back-up in the remaining elevators. Since we had already scheduled a tour for that morning, we had no choice but to walk down 39 floors to get to the lobby in order to make our tour and not lose out on the $200+ we spent to reserve our spots. This was ridiculous! Thank god we are young and health is on our side BUT....as guests, contingency plans should be in place should the use of an elevator be down. There were a lot of very upset people who were unable to walk down 39 floors and rather than adding fuel to the already brewing fire, we decided to take the only alternative available to us, the stairs.
Like I mentioned previously, we had an otherwise fantastic experience but this incident will make me reluctant to stay at this hotel in the future.
December 9, 2013
Rated 2 out of 5 by DocLove Only good if you are paying a cheap rate
This is a value hotel in NYC for the Starwood brand so if you don't get a rate cheap rate you will be very disappointed most likely
I've stayed here many times when I needed a cheap alternative and most other hotels were too pricey. The lobby is always packed and not always the best element hanging around there i.e. (been propositioned many times).
The renovated rooms are ok the lobby is always packed with tours who get good group rates - a bit of a zoo.
November 11, 2011
Rated 4 out of 5 by MOMAVisitor Decent hotel, good location, poorly managed
We stayed one night. The hotel is in a great location, and the prices are decent. The buffet breakfast was good, too, albeit a but expensive; if you have the option, get the buffet included with your room. The room was small but adequate, nicely decorated, and the view was decent from the 24th floor. Poor bathroom lighting except in the shower itself.
Now for the bad: The staff was completely overwhelmed on both days. Checking in tool almost 45 minutes, most of which was spent waiting in line. Checking out, we opted for the express check-out, then had to wait over 45 minutes for the garage to bring our car down. The parking rate is insane, and for the money I expected my car to be available much faster. The doors do a horrible job insulating sound; we were awoken every time anyone walked down the hall (at one point, it sounded like there was a party in the hall) or got ice. Granted, some of the noise may have been luck-of-the-draw, and we just were "lucky" enough to get a bad floor/room, but better doors would really help.
Also, as an SPG member, I was disappointed by the fact that my membership wasn't recognized, nor did it get me any advantages. Not sure I see the point to all the SPG points I've accumulated, or the loyalty I've shown to the chain over the years.
I'd still consider staying at the hotel again, but my expectations certainly won't be as high next time.
March 4, 2013
Rated 3 out of 5 by MoveOn1 Time Square
First Time in New York so my expectations were big.... I was disappointed. Our room was nice you could clearly see it had been re-done with new carpet, furniture, drapes etc. but the surroundings were old, very small... and not worth the extremely high price we paid nearly 900.00 for 2/night stay. We also stood in line to check in/out for over 1 hour. People every where, crowded, no assistance obtaning cab out front which should be the norm in a place like this. I will never return to this Hotel.. I recommend looking around. The bed was beautiful but very very hard and uncomfortable..... I felt sick after paying my bill.................
October 25, 2012
Rated 2 out of 5 by JohnJoe No SPG Recognition At This Hotel
For my very first business trip to New York City, I I decided to choose this property based on my Platinum SPG status and the benefits that accompany that status.
This was a big mistake. I received minimal to no recognition at this property, being told there were "no upgrades available". I decided to "test" this by later looking for a new booking (after I had checked in) and discovered there were numerous upgrade rooms available for the night I was staying.
For my next business trip to New York City, I will definitely avoid this property. If you are a SPG member with Platinum status, don't expect to get any benefits from staying at this property.
January 4, 2012
Rated 4 out of 5 by VeryGoodPointsStacey Location, Location, Location
In 2010 and 2011, I stayed at the Sheraton NY Hotel & Towers at least 30 nights. The hotel's location is its greatest asset. It's in the heart of the city with easy access to everything.
As a platinum member, I can't remember a time when I wasn't upgraded. Throughout my stays, some rooms were better than others - especially if I happened to get a room that hadn't been redone. The newly renovated rooms were much better than those that hadn't been renovated. The rooms are typical NY rooms - small - but you can't really expect anything else in that location.
The Sheraton Club was always welcoming and I made great use of it.
One drawback to the hotel is that it caters to large groups - and often times that meant young children on field trips - that can be annoying for a business traveler - but the benefits outweighed the annoyance, usually.
The breakfasts are great - but overpriced - nothing new for a NY hotel. And the lobby Starbucks is convenient. Within walking distance of the hotel are hundreds of restaurants to choose from - so you aren't stuck in the hotel for food choices.
The staff was always helpful and friendly - and if there ever was a problem, they were able to resolve it immediately.
This hotel is a good option for NYC if you're on a business travel budget. The rates usually work for business travel and offer the standard SPG amenities you expect!
I would return next time I'm in NY.
April 5, 2012