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 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 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 Denise50 A Wonderful Base for NYC exploration
From the moment we stepped in the door of the Sheraton NY Times-Square we felt at home. The lobby is beautifully decorated. The energy is high and contagious. We headed to the registration desk and saw a prominent sign for Gold and Platinum SPG members. We got in line and were greeted by the Front Office Supervisor, Jorge Leiva who could not have been more gracious. He set the tone for our stay and it was reflected in the attitudes of all the staff we encountered during our 5 night stay. The Club Level Staff was outstanding; friendly and professional. Kudos to Muhammad R. (sp?) for outstanding Club Level service! My middle daughter was very happy with the Gym set-up and enjoyed her workouts there. Based on our experience we HIGHLY recommend this hotel for ambiance, location, and personal service! Thank you Sheraton NY for showing us a wonderful time!
August 19, 2014
Rated 4 out of 5 by jen1981 Would stay here again
I attended a conference at the hotel and found it comfortable, clean and conveniently located. The conference facilities were adequate and, in the evenings, I found it easy to walk to Broadway or nearby shopping. I looked at similarly priced hotels and their quality was far below the Sheraton. I would stay here again.
September 15, 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 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
Rated 4 out of 5 by Jimd Disapointed with check in
I booked my reservation online with a special rate that was to include 2 cans of Coca Cola, a cooler and a $25 gift card. When I checked in e front desk did not mention the rate and when I questioned it, the woman replied "Yeah I saw that and did not know what to do with it", so she ignored it and checked me in. I asked her to figure it out and she could not, so she sent 2 cans of coke to the room and the bill was incorrect the next morning. I plan to call Sheraton and ask for an explanation, not happy.
June 2, 2013
Rated 5 out of 5 by Fritz10 50 th Wedding Anniversary
Terry thanks for your personal welcome. We both had a most enjoyable stay and can only praise your staff for thier kindness and caring attitude toward two seniors. A wonderful end to our anniversary trip. Thank You
September 23, 2014
Rated 5 out of 5 by Retiredteacher32 GREAT hotel experience!
This was our second stay at the Sheraton Times Square. Our flight arrived in the morning, and we were allowed to check in early. Our room was on the 39th floor, and was very well appointed. We had a telephone call from Marie checking on us and offering to help us in any way possible. We also received some lovely amenities in our room to celebrate my retirement. That was very much appreciated, and what sets Sheraton apart! We loved our stay, and will definitely return!
July 22, 2014
Rated 2 out of 5 by texasok Crazy Place
Excellent location but that is it! After the first night, we had to move rooms and our reservation was not moved in the system. So the next afternoon we were napping in our room and a hotel manager walks in on us. Does not knock. Did not try to phone. After she walks in and quickly leaves, then the front desk calls. Totally unacceptable. Lobby was total chaos day and night. Waited forever for elevators in lobby and on floor. Housekeeping was minimul. Bed made and fresh towels.
July 10, 2014
Rated 3 out of 5 by Gangis Location,Location,Location!
Location,surely can't be beaten!!
After a major refurbishment I was expecting more.We used the internet(WiFi) a lot during our stay.We were not informed that you get logged out every 30 minutes,it was actually more frequent.About 100 re log ins between the two of us over 4 nights.We would have paid more not to have to do this.Lastly,1800 rooms and mostly only 1 or 2 staff on reception.We had to pick and choose our time otherwise one time we waited 15 minutes for an enquiry.Otherwise, our stay was fine.
January 21, 2013
Rated 5 out of 5 by Jennifer1 The Sheraton Midtown offers amazing customer services and rooms newly refreshed.
I would highly recommend the Sheraton
(Midtown) NYC Hotel, as this is our fourth
stay. I contacted Sharon, Director of
Reservations and she set up our requests
perfectly and professionally. Her follow up
via email was efficient and made are arrival
seemless. The location of the Sheraton,
Midtown is ideal because it close to the
best shopping, museums, theaters, restaurants, and Central Park. We stayed
on the forty-eight floor and a great NYC view.
Their beds are comfortable and linens, duvet,
and requested robes were upscale.
Being an SPG member helped us get a good rate and offers many exciting incentives.
We will return this winter for another stay
at this hotel and we highly recommend
it for the value, comfort, and amazing customer service it has to offer. The G.M.,
Terry Lewis, has a great team.....
June 30, 2014
Rated 4 out of 5 by RayND Good Experience
Our three nights at the Sheraton New York Times Square were delightful. From reserving our room with Travis, check-in to check-out, every process was friendly, smooth and professional. The room was clean and typically NYC small but a good value and reasonably comfortable. The location of the hotel, a short walk to all the Broadway theaters, Times Square, shopping and dining couldn't be better. We would love to come back and wouldn't hesitate to choose the Sheraton again. You're great hosts. Thank you.
September 30, 2013
Rated 3 out of 5 by Kristi Poor attention to detail
I have stayed at this hotel many times and usually have a wonderful experience. This time when I checked into my room I found used soap and shampoo left in the tub and no free water in my room that was part of my package. I called down regarding these two issues and about an hour or so later house keeping showed up with a bag of shampoo, soap and conditioner. I had to call back down about the water and they said to take it from the mini bar I wont be charged, well I did that and of course was charged.
December 21, 2011
Rated 3 out of 5 by Tiffany Nice rooms, great location, but poor service
Room was great and very spacious for NYC standards. Excellent location as well.
The lobby area reminds me of hotels in Las Vegas. Busy and lots of people.
I would stay here again, but was not impressed with the customer service. 7 people in line at check-in and only 2 people working the front desk. Called the morning of check out with a question and was put on hold, finally hung up after about 5 minutes with no one answering...then was forced to wait in line in the lobby to get my question answered.
May 16, 2012
Rated 4 out of 5 by john1964 My stay
The hotel was very clean and organiged, when I heard I had free wi fi in the lobby, by typying my name and room number, it did not work the entire time i was there, the staff tried everything, i was very unhappy about that, terrible....they tried to remedy it , for some reason they blamed it on the reservation, but did no want to cancel and redo cuz a ddeposit would encure. i feel a discount for future stay is in order, or a free room good for one year, this was very hard to talk to my small kids.
April 21, 2014
Rated 4 out of 5 by CWPottingham Decent Hotel, Hate the Showers
Shower is way too low and has little water pressure. Given the vertical alignment/"rain" structure, you have to (be able to) stand right below the shower head to get wet. But then the head is mounted at about 5'10". Any taller and you have to duck/crouch to even get wet. Add to this very low water pressure and it makes for a long and uncomfortable shampoo process.
September 5, 2014
Rated 5 out of 5 Excellent!
Great hotel in a fabulous location. The room is well appointed, comfortable, quiet, clean. Very nice amenities in the hotel, especially the guest business center. Easy in, easy out. Ultra comfortable bed and bedding. The double-blind window coverings ensured a dark room which was great. The floor was particularly quiet and maybe because we were on the 25th floor, we really didn't have any intrusion by the busy NY street noise. HIGHLY recommend the hotel and will return there again.
June 25, 2014
Rated 4 out of 5 by JTisQD Great location and what I expect in NYC
I had some of my family come up for a visit over the weekend. The hotel was sold out as it was graduation for many colleges in the city. I was unable to use my suite night upgrade certs, however the check-in lady was able to upgrade us to a club level room and have the 2 rooms across the hall from each other. Due to my status we were provided access to the executive lounge which had a nice enough spread for evening apps and breakfast. The location is fantastic for out of town visitors, you can walk to Times Square, Central Park, Rockefeller Center and many subway lines. I had some friends visiitng last summer and put them up at this hotel as well, overall a very good experience. The only downside - if you are not familiar with NYC hotels, the rooms are small, but that is everywhere in the city.
May 27, 2014
Rated 2 out of 5 by Robert631 Too Many Problems...
Had three rooms over my four day stay. First room I was give was located right next to an ice maker that was making a terrible noise (definitely in need of service). Did not even unpack in this room.
Next room seemed fine, but then at about half hour intervals each night, the pipes in the wall made a noise that can only be described as someone with an axe trying to get out of the wll (right next to the bed). This happened about EVERY 30 MINUTES throughout the night,
Next day, I switched rooms. The last room, heating would not stay on for more than a few seconds at a time. It would come on than immediately switch off no matter what temperature I set it on. The desk area (located next to the window) was so cold, I could not even sit there.
May the preferred floors are better. Who knows?
February 22, 2014
Rated 5 out of 5 by MikeG11 Staff was most helpful and professional
Staff went out of their way to make my business stay as seamless as possible and were professional and caring.
September 27, 2014
Rated 2 out of 5 by Julie Not what you expect from a Starwood property.
Service was poor. Had to call multiple times to have pillow cases put on pillows and robes delivered. Waited for a couple hours and no response. I understand that the hotel was busy this time of year, but the Service Desk should at least set expectations on the delivery timeframe. Also received some incorrect charges on my bill that were later removed. Also, there was mold in the shower. Disappointed in that I used points for my stay. I am a Starwood girl, so I was disappointed in this experience.
December 21, 2011
Rated 3 out of 5 by grahamc 25 minutes in an elevator would justify a little recognition
i stayed at canal two weeks ago .. great room .. nice hotel .. great location .. but got stuck in an elevator for 20-25 minutes .,, not really a big deal but was shocked they didnt give me or the others a free cocktail, a free night or even get our info and recognize it when i checked out .. i am at sheraton 40th this week and will try another sheraton or even maybe the hilton here in midtown/uptown to find a new home .. i am a big sheratn fan so even more disappointing .. might need a new manager
July 12, 2012
Rated 4 out of 5 by mskinner91 Great hotel in a great location
Our first time to NY and we stayed here based on the location, price and reviews. Yes, the hotel is busy, but it was not overwhelming or congested at all. It is the summer season so we expected all of NY to be busy. Other than a few kids running in the hallway one night, it was quite on the 6th floor.
Nice rooms that are of average size with super comfy beds, down duvets and pillows. All the staff were very polite and helpful. I would stay here again.
July 29, 2014
Rated 4 out of 5 by consalo1 Front desk is awesome - most of the time
I recently checked in with Christian who has been of service to me in the past. He is terrific. He speaks to customers and gives me ideas, he is courteous, he anticipates what I may need, he always asks if there is anything he can do and suggests items like an umbrella since it was raining, called trhe COncierge for me, and offered the Concierge level since my room wasnt ready as a Platinum member. Many of the other clerks could take a page out of his tremendous service.
July 5, 2014
Rated 5 out of 5 by DonD3 Times Square NYC
The $160MM dollar renovation has paid off! The Sheraton NY Times Square was perfect for our family vacation to NYC. The room was very comfortable, the staff was friendly, and you can't beat the location. One of our favorite SPG properties in the city!
September 17, 2014
Rated 4 out of 5 by jsco Perfect Location
This hotel is literally right off the subway so it was perfect from JFK. Location couldn't be better and is in walking distance of most major attractions for the holidays. The staff were very friendly and helpful, the room was clean and comfortable, and food was just outside any door. We did not eat in the hotel so I cannot comment. My only "negative" comment - tiny rooms and very tiny bathrooms, so two was the max number for our room for three nights. Any more would have been a tight squeeze.
December 16, 2012