Rated 5 out of 5 by RfSTWO People very helpful
We found your entire staff to be friendly and helpful, particularly breakfast servers and help desk
April 22, 2013
Rated 5 out of 5 by brigantine1331 location location location
The location was right in the heart of the the city. Staff was great. Right at the the subway stop.
January 21, 2013
Rated 2 out of 5 by Allikat This hotel was ok
This was selected by corporate, the room was not up to the standard of other Starwood hotels.
August 12, 2013
Rated 5 out of 5 by wenonly1 I love this Hotel
Everything exceeds my expectation, and it's centrally located. I would recommend it to anyone.
December 4, 2012
Rated 2 out of 5 by mitch111 They need more people to help at the front desk
check in too slow and anytime trying to get help at the front desk had to wait.
June 20, 2014
Rated 3 out of 5 by Raymond1958 Good location
The Hotel is well located, but the room and faclity would need a little more tneder care.
May 31, 2013
Rated 1 out of 5 by Achilles9 No heat in my room
Room was cold
And this review takes too much time...more frustration..
October 28, 2013
Rated 2 out of 5 by AlbertF A challenging visit
Room was not fully cleaned upon arrival and toilet did not work. Little help from staff
September 13, 2012
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 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 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 5 out of 5 by lsparra Like no other
Excellent location and service
November 11, 2013
Rated 5 out of 5 by PanPan Great location!
Great location. Friendly staff. Nice Executive lounge.
September 30, 2012
Rated 2 out of 5 by Maxxx Not to Standard
Poor condition not fitting to be a five star hotel
August 25, 2013
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 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 3 out of 5 by Lawrence46 Great location, poor service
We visited NYC for a three day weekend before Christmas. The positives: the room was updated, clean and nice. Housekeeping service was prompt and courteous. The negatives (and what would keep me from staying here again): Check in was a disaster. We arrived at 3pm on a Friday and the line to check in snaked around the lobby with only 3-4 cashiers. We waited 20 minutes, and the line barely moved, so we decided to check our bags and come back later. We were charged $4.00 per bag to check our luggage. Reprehensible! When we returned to check in 2 hours later, we waited 40 minutes. At the same time, there was a private party waiting in a line to be let into the conference room and the line blocked the access to baggage check. There were 4 employees in the baggage check area at the time we retrieved our bags and not one offered to assist us with our bags to our room. Of course, a bell man was nowhere to be found. We had a similar experience at check out. We had a late flight, and I waited 25 minutes to check my bags and leave for the day. Upon returning, same thing. 20 minute wait to retrieve our bags, at $4.00 per bag. While I understand the hotel has a large amount of rooms, the welcome, check in and bag claim situation is unacceptable. More staff and better facilites to service guests could easily address an otherwise disappointing situation.
December 26, 2013
Rated 1 out of 5 by Forgotten Nightmarish
I made these reservations in February for a conference and took three students. The rooms were prepaid well before we arrived. When we arrived, the students and myself all left our check cards for the room deposit, to cover incidentals. We were told these cards would be charged $50 but the fees would be returned. The next day, each card had been charged for the rooms AGAIN. Because this was check cards, and these were students, this wiped out all the funds they had saved for the trip. For one student, it removed more than what was there--and before he discovered the unauthorized charge, he had used the card for a few meals. That meant that all those charges "bounced." EACH student then had ZERO funds for the trip--a trip for which they had saved for months. We spoke to the front desk, who assured us the funds would be returned--in two days, AFTER our departure date. Basically, this ruined the entire trip. The students had no money at all and could not afford to take ANY of the tours we had planned, could not see a show, and they could not even afford a meal. That meant I had to cover all the food, which cost me hundreds. We have yet to have any of the money returned; I spoke with a supervisor, but we have not received any information or contact. In addition to that, I had a magazine I had purchased at the airport on a nightstand in the room; I kept the receipts in it from the meals, hoping my university might reimburse the funds. The magazine was thrown away from my room--leaving me with no way to claim this cost. I cannot stress this enough: I have traveled all over the world, I have attended over a hundred conferences, and this is the worst experience I have ever had. We did have a reception rep offer us one complimentary breakfast, which was kind, but quite frankly, not enough. Not only was the entire trip ruined, but we are still dealing with the consequences. The funds have not been returned, hundreds of dollars of fees have accumulated, and we have received no contact from anyone. I am surprised management has not reached out to try to make this right. I don't know if it can be made right, but at the very least, I don't think any student should be charged for wi-fi use (which was ordered BEFORE learning the accounts had been erroneously charged). We probably should have had someone worrying about ALL of the meals, considering it was the hotel's mistake that created a crisis. Why wasn't that offer made? Why weren't the rooms offered at some discount? Why haven't the funds been returned? Why hasn't a manager contacted the bank to make sure these fees are reversed? At this point, with the experience I have right now, I will not stay at a Sheraton again. And that is unfortunate; I will attend other conferences, and I will certainly let my university's business office know the problems we have had and our currently having with this hotel.
March 15, 2014
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 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 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 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