Rated 4 out of 5 by TravelKen Great location and hotel but rude staff
I was disappointed by the front desk staff in terms of their attitude. I booked a one bed room and I was told at the front desk that they had sold out and could only offer double beds. The gentleman wasn't very nice about it and seemed make me feel as if this was normal practice to "take" a reservation but not "hold" the reservation. I asked a couple of time nicely to have him look for an alternative. but he was again rude but somehow he was able to find the room that he had previously stated was sold out. I think the hotel was very nice but expect a big NY attitude at the front desk. Set your expectations low as far as the staff is concerned.
March 5, 2013
Rated 5 out of 5 by Concetta What a trip to the Sheraton Times Square!
Recently returned from a trip with my daughter to the beautiful Sheraton TImes Square in NYC. Joe, Chelsea and Shirnette went beyond the call of duty in seeing that we had a beautiful room on a very high floor with a great view. My daughter and I loved the location of this Sheraton hotel which is close to Broadway and of course, Times Square. What we especially loved was the friendliness and helpfulness of the wonderful staff. Can't wait to do a return trip!!! We definitely give this hotel and staff an A plus.
June 20, 2014
Rated 4 out of 5 by 7744 Frequent Traveler
Bathroom shower was not clean. Mildew in cracks and crevices. I was supposed to have a Club Level Room and I used extra points to get the Club Level Room, but I was put on another floor, and no points were put back into my account. The television was not clear. I was guaranteed a King but all that was available on check-in at 4 was a Double. My overall stay was not as satisfactory as in the past. Club Level food offerings are under par and need to be improved. I recently stayed at the Sheraton in New Orleans, and the Club Level room and food selections were fantastic. I was very unimpressed by what this hotel offered, especially for New York City.
December 9, 2013
Rated 5 out of 5 by Farrell Go To Hotel in NYC
This is our favorite hotel in NYC. Location is perfect. Close to the park, subway, great restaurants. In the middle of everything without being trampled. We have stayed here many times. Looking forward to our next visit in August 2014.
June 25, 2014
Rated 5 out of 5 by hhumm Exceptional Staff
I thoroughly enjoyed my stay at this hotel. The rooms were spacious & updated. When we checked in the computers had just gone down and the manager & staff handled it very well. I had an issue with a stopped up toilet and this was corrected very well.
June 25, 2014
Rated 4 out of 5 by Firekey Kid's first trip to NYC
I am a 10 year Platinum guest and frequent Starwood properties. This weekend I decided to have a special weekend item my two children using points and a room upgrade.
A few days before our visit, Pearl contacted me and introduced herself as my on property liaison. That was incredible! Pearl made our stay extra special with some excellent arrival gifts and by checking in during our stay. It was an incredible experience and show of appreciation.
The only two items that I would recommend taking a look at. One is the A/C as it did not cool down our room and secondly would be to expand breakfast options in the Club Lounge. Drink options are plentiful, but food options were limited.
I have stayed at this property many times for business and leisure and continue to do so based on my consistently good experience and the hotel's location.
June 22, 2014
Rated 2 out of 5 by 1357 Action not carried out
The stay was fine, facilities and room conditions were good. The problem was at checkout. The Front Desk person (unfortunately I did not note her name) agreed to reverse the internet charge when we understood that to be free for SPG guest. It was a small charge only and if she showed me that this was a valid charge then I would have paid it. However she indicated to reverse it and at the same time when I asked for the final statement she said there's not statement because there's no charge (I used points for my stay). I trusted all that and now (2 weeks later) I have not seen any reversal coming through. This is certainly disappointing that your front line service chose not to carry out an action that was promised.
October 5, 2013
Rated 5 out of 5 by skills11 In the middle of everything!
Sheraton New York is within walking distance of theatres, shopping, world-class museums, great food, and fabulous people-watching! However, their recognition of SPG status is somewhat lacking, in my opinion. My status as a Gold guest (just a couple of days short of Lifetime Gold) did not gain me much benefit; I was told that they have "180 Platinum Members a day" checking into the hotel.
June 23, 2014
Rated 4 out of 5 by ToniCTravelAmeniti1 Service Squared in Times Square
The location for this property is convenient to Times Square. The property needs improvement. The spg recognitions is subpar but it is a good alternative to more expensive hotels. Very hard to get an upgrade as an elite traveler.
It is telling when a lot of platinum members rate this hotel so low. They really need to improve.
January 10, 2014
Rated 5 out of 5 by Don10 New York Stay June 17-21, 2014
Overall our experience was excellent. Our Room maid was superior and my wife made sure that she was tipped accordingly.
The hotel location was excellent, My only negative experience involved the restaurant breakfast. After being seated by the receptionist my waiter brought a carafe of coffee, did not pour any and brought the bill. I was offended to be charged a 15% service fee for that.
June 23, 2014
Rated 1 out of 5 by Steve54 Over 100 hotel nites/year-it has to be clean!!!
I have stayed at this property each of the last 5 years as I have an annual convention here. By now I know what to expect - small rooms and bathrooms, well worn furniture and facilities and service that is uneven at best. So I came with minimal expectations. The first day was as expected but satisfactory given expectations. Then took a shower and found black mold in a number of spots! Requested the hotel take care of it and was greeted by a mg on duty who tried her best to address it, returned later to find the black mold was less and now gray. Room was beyond dusty, my allergies are a disaster. Watched housekeeping hang out in chairs in a guests's room for over a half hour one afternoon-hope it was on break. Most front desk staff appear resentful-no warmth. I'm guessing it comes from guests that are constantly complaining. One day watched guests in checking line for close to an hour! In summary, the hotel is just a notch up from a dump but acceptable at the price given it's location. I could go on and be more expansive with specifics but you get the idea.
November 10, 2013
Rated 5 out of 5 by Rich1738 Great update to the Sheraton
Our newly refurbished room was great. A bit small, but very clean and fresh. The club lounge was a great value for breakfast and snacks and a good refuge for a nightcap after a show. Staff could not have been friendlier. Only complaint is that as a lifetime gold SPG member I would have hoped for a better view from the 45th floor. Seems like we always get the rooms looking across a side street at another tall building.
June 22, 2014
Rated 5 out of 5 by Catie46 This hotel is fantastic
This hotel is near of the majority atractions and near the submay. This hotel has excellent service and accommodations. I really enjoyed.
June 25, 2014
Rated 5 out of 5 by pamela710 Very impressed!
I did a lot of customer satisfaction reviews before booking. I called the SPG customer service line and had a fabulous representative who helped book my stay. The rooms while compact, were nicely appointed, very clean and staff was wonderful. My only complaint was as a Gold Member, I think having to pay 14.99 a day for EVERY computer in the room was excessive (we had one room with two 20 somethings in it whose lifelines are computers and my husband and I in another needed to check emails frequently for work). Other than that observation, we had a great experience!
December 10, 2012
Rated 5 out of 5 by pam410 Pamela Grigsby
Really enjoyed my stay, the room was really clean and updated. The breakfast bar isn't as good as the Sheraton Music City in Nashville but the service was EXCELLENT. I can't pronounce my waiter for the 3 day stay name but it began with an E. and i am pulling Luzviminda from my receipt as the last name. He was the highlight of our stay at your hotel and has left a lasting impression with my mom!!! If i return to NY the Sheraton NY Times will be my place of choice and I have highly recommended your hotel with everyone that I have come in contact with to share my New York visit. Thanks so much for the great service!!
March 5, 2014
Rated 4 out of 5 by PORTTRAVELER Very Pleasurable experience!
This is a very nice hotel in the middle of Manhattan. Location could not be more prime. It is close enough to Times Square but yet not on top of it. Hotel staff was VERY pleasant and accommodating. Obtaining taxis was very easy due to the Taxi person whistling taxis for us. Room size was also very nice. If possible try to ask for a corner room. :) Rooms well kept and renovated. (We were told we were in a renovated room?) Def would recommend and visit again. Only thing I did not like was paying $3.25 per item to check baggage at the Baggage Check upon check out since we were staying in the city a few hours after check out. Overall, :) .
November 3, 2011
Rated 3 out of 5 by CowboyTex CHARGE TO STORE LUGGAGE
The facilities and food at awards banquet were average. We helped hotel by "going green" and not having any maid service during stay. Then we were presented with an additional $15-16 charge to watch four pieces of luggage while we went to eat lunch before leaving for airport. Very disappointed in hotel for this charge. .
June 1, 2014
Rated 5 out of 5 by Joebrasco Most Convenient Hotel Location in NYC
This hotel is the most convenient hotel location in NYC. We were able to easily get to Times Square, Central Park, 5th Avenue, Broadway, and Rockefeller Center by walking. We had an easy ride on the subway to Yankee Stadium and the 9-11 Memorial and Museum. Great time.
June 2, 2014
Rated 2 out of 5 by latraveler123 Total disappointment
I often fly the red eye and would book an extra night so i have my room ready when i get in at 6am to shower and change. I do this every time with other hotels and most often i stay at the W time square and never had an issue. This time around, i decided to try sheraton since it is a little closer to my work and have stayed here before. when i arrived, the lady was extremely rude and that's after she told me that i don't have a room for me since i 'never called' after waiting for quite a bit, she got a room (double bed instead of king) for me. told me i would get 20% off coupon and free incidentals for the incident, but never gave me anything and was so quick to try to send me away. then i got to the room to find out that my tv didn't work. and i had to call it support with wifi help both nights i was there. needless to say, it was a total disappointment.
June 22, 2014
Rated 5 out of 5 by PatriciaTX Guest Services needs to respond when promised callback
The location was suburb. However a personal belonging was left behind. When I contacted guest services, I was told I would get a callback within 24 hours and nothing.
June 24, 2014
Rated 2 out of 5 by Rajeev Very Basic for the price you pay. Staff only does blame game
Started with a long Q for check in. Took 30 mins to reach the front desk as it had only one person manned up. The SPG Gold and Platinum had two front desk with only 1 or 2 guests waiting. On talking to front desk, she said its not her decision. Front desk manager said staff on holiday can't do anything.
Room Towels and Beds were stinky. Had a rotten smell, though they were changed daily I think the laundry used had a problem. Again staff mentioned not their problem. Guest services were very non courteous. Asked for Engish breakfast tea bags and was told can give only Wild Blossom orange or Earl Grey even though they do serve English tea bags in Hudson Market. Was asked to go for room service if I needed English tea bags.
Concierge gave wrong information about Statue of Liberty cruise timings. One of them knew about VIP passes from hotel for Empire state another one had no idea about it.
For the price I paid it was lower than basic amenities and service.
August 27, 2012
Rated 5 out of 5 by Fluffyiness Great location!
Hotel is clean & comfortable. My only complaint is that my reservation specified a room with 2 double beds. The beds in our room were NOT double beds, they were super singles.
June 24, 2014
Rated 1 out of 5 by BlackRooster Nightmare Staff
Staff was unresponsive and when suggested how they would make it right - never did.
Daughter stuck with others in elevator shaft between floors and I had mobilize staff to locate them between 35/36 floor and attempt to help them.
As a 150 night annual SPG member not a single gesture of remedy, fully charged for everything.
September 5, 2013
Rated 4 out of 5 by TikaLove 4 stars, good but....
We stayed for 5 nights in June. Location is great, staff is very professional with a couple of exceptions. The only issues we had were with the housekeepers in the morning. They started at about 8 and they were incredibly noisy. Slamming doors, vacuuming and talking very loudly to each other. Not cool. I'm on vacation and don't want to be rudely woken at an early hour. That being said..... Our first night there we went down to the HUDSON MARKET BURGER. We thought we should probably venture out of the hotel but we were glad we didn't. The service was fantastic and the food was amazing! We had calamari and I think it's the best I've ever had. The burgers were phenomenal! As I said, the service was really good. We didn't go down for the breakfast as I think $37 for a buffet is a bit steep. Go for dinner though, you won't be sorry. They aren't open for lunch. One other thorn at this Sheraton is that they charged us $4 per bag to hold our luggage. We have stayed at other hotels in NYC that did not do this. Didn't appreciate that. On the whole, the stay was good and I would recommend this place.
June 24, 2014
Rated 3 out of 5 by Renae13 Poor housekeeping
Disappointed in the housekeeping; staff simply changed towels, removed trash and re-made beds each day. No clean-up in bathroom/tub which was needed.
Disappointed that our room was obviously given away before our arrival and my husband had to sleep on the floor the first night.
Did enjoy use of the gym.
June 23, 2014
Rated 1 out of 5 by minie13 Horrible
The front desk is not friendly, they don't even make an effort to treat you well. I never had such a bad treatment in a 5 stars hotel.
Is unfair to pay more than 400 usd per night and don't even have free wifi in rooms. Even 10 euro hostels have.
To use the frigobar, you need to pay extra money. It doesn't make sense. I felt like if I wanted to use anything more than the bed bath and tv, I would have to pay a lot, even though I was already paying a lot of money.
I do not recomend this hotel for anyone and for sure will never come back.
It doesn't make any difference if you are a SPG member or not.
I have never stayed in a hotel with this price which has plastic curtain.
absolutely disappointed. I stayed 25 days in this horrible hotel.
October 25, 2013
Rated 5 out of 5 by Grannymar This Hotel is an excellent location
Great place to stay,close to almost everything.Easy access to Subways,Theatres,Sites.
June 24, 2014
Rated 1 out of 5 by Atlax Not for road warriors who need restful sleep
Given its location, the rooms are very noisy, especially at night with the subway sounds, cars and tourists all mixed together!! That was the primary reason that I cut short my stay and moved to another hotel. The response from the Reception was that all rooms were like this so there was no point moving to another room! I have stayed at other hotels along this stretch all the way to Times Square and never faced such a ruckus - couldn't sleep for half the night and got a headache! Apart from that, during check-in, the SPG counter was under-staffed; I waited 10 minutes and then moved to the other line which was moving 5x faster.
October 15, 2013
Rated 1 out of 5 by Shakylakes Understaffed / Unfulfilled Promises
I asked the front desk at 10:30pm for a crib to be sent to my room for my 2 yr old. It is now 12:30am and no crib. I am sleeping on the floor until it arrives. I called guest services and they said they were busy and I am on the list. I went down to the front desk and asked to speak to the front desk mgr. They said he was occupied and could not meet with me. The front desk assured me that they would follow up with me personally and expedite my needs. No crib. I called the platinum number and they reached the front desk manager. Again reassurances that I would have a crib quickly. No crib. I spend a lot of money with SPG and am Platinum status. Sleeping on the floor during my vacation and using my hard earned points this way is completely unacceptable.
November 27, 2013
Rated 3 out of 5 by borden3393 hotel upgraded but mattress still from the 80's
I've stayed in dozens of SPG properties and Sheraton Times Square is likely in the bottom quartile for quality (1/4 of hotels have to be there.... not a complaint).
Was here 10 years ago, I did not like it. Here again due to high room cost in NYC and corp contract.
Room/bath appear upgraded from when I last stayed so pleasant surprise.
Mattress in room 2817 is poor. feels like 2 different mattress with 1/2 away from window, tolerable and 1/2 by window feeling like its 40+ years old.
Staff was friendly and responsive. Bathroom was competitive, clean and spacious.
May 16, 2014