Rated 1 out of 5 by GoHokies This Hotel needs major renovation
I stayed at this hotel numerous times, only because I had a cheaper corporate rate. Otherwise I would never stay here with my own money.
This hotel needs major major renovation throughout and should not command such a high price. The rooms are very tiny and you feel so cramped in 250sq ft. And it feels very outdated and it is very old. They really need to renovate the bathroom and the room.
Only thing nice about this hotel is the location.
November 21, 2011
Rated 1 out of 5 by Manju Unacceptable
We walked into an uncomfortably hot, muggy room upon arrival. Turned off the heat but noticed there was no air. Called downstairs and they said they would send someone up. No one ever came up. I caught an employee passing by in the hallway (since we had the door opened, trying to get some cool air in the room) and she came in and stood on the desk to open the window, she also said she would send someone up with a fan and that never happened either. None of us got any sleep because having a window wide open in NYC can be pretty loud! Customer service was terrible. I would not recommend this hotel. The location is perfect but you can't get any sleep. Way to hot and bad customer service.
December 4, 2011
Rated 2 out of 5 by MarcoPolo1450 Another disappointment
Free internet access sessions in the lobby are limited to 45 mins; internet connection in the room is charged. Faster and unlimited internet available at nearby coffee shop. Hotel charges to store luggage even for a few hours after check out. When my personal belongings were transferred by hotel staff to another room several items were lost & never recovered. Valet trousers returned with loose button that housekeeping provided a needle and cotton to fix as they would not sew it on securely. There were no envelopes, writing paper nor postcards in the room although there was a small notepad and pen provided. Not to mention the problem with the first room….Another disappointing experience.
September 11, 2012
Rated 1 out of 5 by Nightmare811 cancelled reservation
Imagine arriving in NY city with your 14yr old daughter, and having the Sheraton representative tell you, "Your reservation was cancelled!". I felt so disappointed, so scared and that feeling of being alone!
I booked the hotel in October 2011 as we were going to a dance competition. Circumstances changed, so I changed the reservation by phone, and the reservation clerk, "Dave"said the reservation number was the same as original one. No mention was made that I would be charged for one night in addition (even when I specifically asked about this). I also called many times(at least 6) to ensure the date was changed appropriately, (I was cut off, I was told to call "customer care"and was told everything looked ok before we left) spoke to Martha and Jason.Manager James Green was able to rectify everything in the end, thank goodness, but bring copies of reservation especially if you change anything.
July 15, 2012
Rated 5 out of 5 by puffer3 Another Great Stay!
This has been my "go to" hotel for many many years. This stay was the best service so far.Lots of congenial available staff in the lobby to help. Check in was very gracious and helpful and the room was very fresh, clean, and ready for occupancy. For my business and social needs, this location is perfect!
July 20, 2014
Rated 5 out of 5 by atlanta123 Customer Service Exceeded Expectations
I can’t say enough about the great level of service we received during our stay Jun 25-27. Beginning a few days before our stay all the way to check-out each staff interaction we had was well above our expectations. My wife and I visited NYC to celebrate our 5th wedding anniversary and the Sheraton New York Times Square staff went above and beyond to make our stay very memorable. One thing that SPG does well beyond other hotel chains is they get the little things right. Every staff interaction is an opportunity to win guests over and they knocked it out of the park for us. On arrival, check-in was hectic due to sold out status, but that didn’t deter welcome staff from apologizing for the wait and passing out bottled water to guests. Once at the check-in desk everything went fast; elite status recognized, elite benefits provided including upgraded room, bottle of wine for the wait, etc. One thing I had done prior to the stay was reach out to a housekeeping email I received to request a fridge. On arrival to the room we were delighted to find the fridge already in room. Another great personal touch was the fact the housekeeping manger (shout out to Pilar) had left us a personalized note welcoming us and acknowledging our anniversary. Shortly after arrival a few complementary treats arrived to help us celebrate. Thanks again to all those who helped make our 5 year anniversary a memorable one, we look forward to returning in the future.
July 7, 2014
Rated 1 out of 5 by Carvel The renovation seems good but the staff needed a renovation too!
From the minute we checked in till the minute we checked out the front desk was nothing but rude. The managers did try to smooth things over but the damage had already been done. We did find one helpful & courteous employee-Ali the bell captain. I will be calling the 800 number.
July 20, 2014
Rated 5 out of 5 by Dakotaray1967 Outstanding Service and Kindness
The hotel staff was extremely accommodating. From the moment that we entered, we were immediately pampered and handled with such care by our Front Desk Receptionist Nicole. She enthusiastically engaged us about our stay and when she found out that it is was my mother's 69th Birthday, she immediately offered us a beautiful breakfast comp; which she most definitely did not have to do. That's wasn't the end of her generosity though. When my mom and I returned to our room from our night out, there was a bottle of champagne, champagne glasses, chocolate covered strawberries and the most beautiful note from Nicole wishing us a great time and letting my mom know how fabulous she looked, along with a Joyful Birthday Wish.... Our room attendant from housekeeping, Ms. Naomi Chin was welcoming from the moment we entered the floor to go to our room. Everyday we encountered her and she went out of her way to make us feel welcome and to just brighten our day. The hotel itself is amazing and busy and full of life and excitement. The hotel is located in a great location which made it easy to hop on a subway, get a taxi or just walk to our planned destinations. We will most definitely be back again.
July 21, 2014
Rated 4 out of 5 by Wendy9 Great location
The location is great, but the room is very small. The bathroom smelled really bad, so I had to spray my perfume in the bathroom both nights we stayed there. Never had to do this before. I complained to the front desk, and someone came later with a bottle of bleach/cleaning spray which we didn't use. Other than the bad smell in the bathroom, we were happy with our stay there.
August 5, 2014
Rated 1 out of 5 by TorontoTraveller Terrible Service
On arrival I had a very unpleasant experience with the parking staff, & when I complained on registration, both the front desk clerk & then the front desk manager failed to take any responsibility, stating merely that the parking valets did not work for them, in spite of the fact that I was paying the hotel for the parking. The general manager was supposed to call me but never did. They appear not to realize that this is essentially a service industry. This initial experience soured my entire stay.
September 9, 2012
Rated 5 out of 5 by Rainbow1968 This hotel has great features
Location and entertainment nearby are great.
August 7, 2014
Rated 4 out of 5 by Philen Our July 2014 stay
Generally excellent in all respects though extremely busy with a dance pageant/ contest filling the place with young guests.
August 7, 2014
Rated 5 out of 5 by SPGPlatinum111111 GREAT STAY
Fantastic hotel, just renovated and looks beautiful. I travel 75 nights a year for business and this is one of my favorite hotels to stay. The staff treat you with respect and make you feel very comfortable. If you are coming to NYC on business or pleasure this is the hotel to stay.
January 9, 2012
Rated 1 out of 5 by BJ60 Very disappointed
The accommodations were lacking and the staff carried an arrogance that was not akin to serving others. The worse Sheraton I have ever stayed in before. The phones in the guest rooms were not designed for usage. We were there for a family reunion and no one made me feel welcome except the cleaning women. I felt like I paid someone to mistreat me and my family. Will not come again!!!
August 4, 2014
Rated 5 out of 5 by AZfamily city with kids
We used our Star points for this room and it was on a high floor (thank you) and we had a decent view. I would stay at this hotel again in a heartbeat! Great location!
July 19, 2014
Rated 2 out of 5 by Legalelk This hotel disappointed me
On the second of five days at the hotel, the elevator two of the elevators that went to my floor broke. That left only one elevator for everyone going to floors 21 to 28. The wait to get on the elevator was over 30 minutes. That is very unacceptable. There were lines to get on the elevator. There was a guard stationed by the elevator and when I asked him when the elevators would be fixed he only shrugged. The other two elevators were not fixed for two days. Which meant I either waited 30 minutes for an elevator, or took a another bank of elevators up to the 20th floor and walked up the flight to stairs to my floor. The hotel was completely unresponsive to concerns about the elevator and made no accommodation.
August 8, 2013
Rated 2 out of 5 by Madson Poor management
I'm accostumed to travel to several Sheraton Hotels. This hotel has very poor customer services as well as management.
All issues I asked management assistance, they were not resolved. One of them refers being double charged (I pre-paid my stay and the hotel charged me again at check-in). I informed at least 3 times to reception and/or VIP management - besides had to repeat the issue every time, I was also pointed to someone else as there was not a track or management taking over the customer issue. Issue is still pending to be resolved by the hotel after 7 days of report.
July 26, 2013
Rated 5 out of 5 by Margaret99 Great Hotel in the Heart of the Theatre District
We stayed at the Sheraton New York Times Square so we could go to the theatre nearby. The room was very well appointed and clean, the workout room had lots of cardio machines, and the staff was friendly and helpful. There are lots of elevators and the waits are very short, surprising in a hotel as large and busy as this one. Once we checked in, we discovered that MOMA was less than 2 blocks away and, of course, there is lots of shopping and restaurants nearby. We would definitely stay here again.
July 12, 2014
Rated 5 out of 5 by gladys5 great location
friendly staff and cleaning people; overall great hotel
August 6, 2014
Rated 1 out of 5 by GGgg76432 Horrible experience so far
Requested to room service to not do cleaning as I was on a business call during the mid-day hours. Put "do not disturb sign" on my door. Room service still came back multiple times and called three times despite my request and the sign on my door.
Tried to order room service, but was denied service due to item being only available on the childrens menu. Indicated that I received the same order the prior night and was told that there was a policy to make a one time exception.
This is in addition to a false fire alarm and multiple elevators down. My prior stay included 24hr/day construction noise from the hotel's renovation.
April 16, 2012
Rated 3 out of 5 by Sarah2121 I had to change rooms at 11:00 p.m. because the guests in the room next door were doing drugs
Seher Funk is an excellent employee. When I booked my room using my Starwood points, I was charged for a nights stay. It took 10 phone calls and one month to clear up the charge even before I arrived. Seher finally resolved this for me.
When arrived to check in with my family it took 1/2 hour because there were not any rooms available at 6:00 PM and Seher had blocked one for me. This is unacceptable. During my stay last weekend I had to move my children ( 5 and 7) because the guests in the room next door were smoking marijuana. We called security and at first they were ineffective and our room smelled horrible. After another phone call, the head of security came up and confirmed it was in the room next door and fined the guests $300.00. My husband and I had to move our family to another floor in the middle of the night when we had to get up at 5:00 the next morning to fly home. I told the manager on the phone that I wanted my Starwood points back. She told me she could only extend 2,000 points which I have not receive and I think we deserve more for the inconvenience.
August 5, 2014
Rated 2 out of 5 by Wino my stay
I come to NY often and i have made your hotel my hotel when coming to NY.
However; if you go out and look at lounge area you find it very dissapointing in fact the chairs and rugs are disguesting.
The chair are so filthy and stained i did not want to sit in them Many people like me are sitting there in business suits and I'm sure whoever reads this will agree upon your insptection. You are a World Class Company positioned in a world class spot in the biggest world class city in the world. not a good situation. I don't think you want to publish this review
November 8, 2013
Rated 5 out of 5 by FlyIntl Second Great Stay at Sheraton NY Times Square
This people at the Sheraton New York Times Square Hotel are ALWAYS super. From the Front Desk, to the Concierge to the Room staff, everyone extends the pride of New York.
Rooms are NYC size which means small (by US standards), but the rooms are quiet and well-furnished.
The lobby is not large and it's always bustling. Front desk lines are busy during check-in and check-out times. You can store your luggage in you're checking in for free ($3.25 if you're not checking in)..
I like the gym which is a large, well-equipped gym (with a small locker room). It's $10/day (unless you're a Platinum SPG).
Location is great to walk to everything and/or catch subways all over the city. In fact, the hotel is right above the 7th Ave & 53rd St station on the "E" train line which connects to the JFK Air Train, so it's fast and easy to get to the hotel.
I will definitely return and recommend this property.
November 4, 2013
Rated 1 out of 5 by GratefulDad Check-in Nightmare
We stayed at the New York Sheraton over the holidays and had a less than stellar experience. We arrived early and were graciously allowed to check-in to one of our two rooms early. At the check-in, we were informed to come back at 3:00 PM to check-in for the second room (the kids room.) We had asked that we either be given 2 rooms that were on the same floor, or two rooms with two double beds, (knowing that adjacent or connecting rooms cannot both be doubles). The room wasn't ready when we returned at 3:00 PM. We were told to come back at 5:00 PM, but the room still wasn't ready. We were then told to come back at 8:00 PM, but the room still wasn't ready. Again, we were told to come back at 9:00 PM, and the room still wasn't ready - and that it was a flight crew room which was why it wasn't ready? At 10:00 PM, we just asked for any room in the hotel as the kids needed to get to bed, (they were sleeping on the lobby floor in the NYC Sheraton). It took another 30 minutes to get a room, which was on a separate floor from us (their parents).
Also, once we arrived, we asked to use the internet and were told that the name on the registration didn't match the name on the account… (it did match but there was a problem with their internet). We were then told that there was a problem with the internet and that we needed a special pass code… it didn't work either… we gave up on the internet.
Make no mistake, the staff was always very nice, very empathetic and very pleasant. I typically love the hotel and usually have a great experience at the hotel. As a 12-year Platinum Preferred guest, this is one of the first disappointing experiences I have had with Starwood. I will continue to stay at this hotel but was very disappointed with the most recent experience.
December 31, 2012
Rated 1 out of 5 by DEB123456 NEVER AGAIN
The short story is we went overnight and housekeeping was in our room the next morning while we were at breakfst- threw out our personal bathroom goods, could clearly see our bags were stil in the room, and reminded us that check out was at noon- THIS WAS AT 9:40 AM!!!! Front desk apologized and then stated they had X number of rooms to clean a day- not my problem as a paying guest. as we were leaving we went into the lobby store LANDAU to make a purchase and SUZANE ( store rep) entered from the lobby and began screaming that we entered a locked store- not sure how you do that as the doors were not locke, no closed sign anywhere and this was all during regular retail business hours- the 4 children with us were scared by her rantings- NEVER AGAIN!!!!!!!!
August 10, 2012
Rated 5 out of 5 by ILAN A Perfect Stay
As last January, I had two stays in the Sheraton New York also last March, as part of my international academic activities. Despite that my pending suite night awards were not fulfilled for the two stays, the hotel staff (the General Manager personally, and the most efficient VIP group) have made their utmost and upgraded us to wonderful suites at top floors of the hotel, with all Platinum privileges and more.
We have stayed at the Sheraton New York dozens of times for many years in the past, and it is always our "home away from home" in NYC.
We always enjoy the upgraded rooms (club rooms or suites) and the special service and charm of the club lounge.
At this time I would like to specially commend the club lounge attendant – Mohammad, for his most efficient, cordial and friendly service for many years.
As many many times before, our last two stays were most enjoyable.
April 3, 2014
Rated 5 out of 5 by NSTX Great location
Hotel lobby was always busy -- but not bothersome for our purposes.
Perfect location - close to subway, Central Park, 5th Ave shopping, Broadway, etc.
Housekeeping staff was great -- allowed us to sleep in every day - cleaned the room based more on our schedule. If I needed supplies, the housekeeper on the floor was always willing to provide them.
Will stay here again.
Did not eat at the hotel -- that is why I did not rate that section.
July 31, 2014
Rated 5 out of 5 by Missy20 Bruce M 17
Great hotel, staff was very friendly, always asking us if everything was ok. Very clean and lobby was beautiful. Will be back for sure.
July 15, 2014
Rated 1 out of 5 by Josh1111 Avoid this Hotel
The rooms are terribly small. Paint is chipping off of the walls. The lobby is over crowded and not a nice place entrance to a hotel. The hotel staff on the street tell at people and their own guests. The cleaning staff start yelling in the hallways in the morning (so do not expect to sleep past 8:30AM). One of my worst SPG hotel experiences.
July 9, 2012
Rated 5 out of 5 by McMurv Best night in NYC in years!
Enough can't be said about the Sheraton Towers since the remodel! The rooms are incredible! The gym is one of the best for a hotel! The staff are great!
The Sheraton Towers is my new go to NYC hotel!
January 15, 2012