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 3 out of 5 by Julia51 Noisy, inconveniences
Check in staff and house keeping are awesome! Rooms, especially bathrooms are small. Great location. However we were charged twice for things in the ultra-expensive fridge that we did not use. $5 for a coke! No room to put your own things in the fridge cause their insult pricing items are in there. Garage staff is not friendly, but they were efficient. The doors to the rooms are heavy and slam shut so hard I could hear everyone in our hall coming and going.
April 21, 2014
Rated 1 out of 5 by mystic45 This Hotel was very disappointing
The hotel room had dirty water bottles next to the bed we found them when pulling down the covers. Currently there is a flu epidemic which makes this even more disgusting. Lights were very dim, hard to see in bathroom mirror, and very small. In addition our floor was extremely noisy from other guests (specifically non supervised teenagers). We had to contact security several times from 12:30 am until 4:00am. One positive comment the bar staff was very helpful and friendly.
January 19, 2013
Rated 1 out of 5 by kkenney Complete lack of responsiveness
Hotel itself was terrific, but elevators broke down during my check out. Almost missed my connection home as I was trapped on the 7th floor with luggage and several other hotel guests. We called the front desk several times and they seemed to not know what was happening. They promised us twice that they'd send someone up, but no one came. After 30 minutes we all took the stairs with hotel guests helping me carry my luggage. When we go to the ground floor, we found out that the elevators were down in the entire building. If the front desk had shared what was happening and offered us a solution when we called, we would have understood. It was especially frustrating to see several hotel staff standing around in the lobby while their guests were humping luggage because no one bothered to climb the stairs to update us.
February 16, 2012
Rated 1 out of 5 by SheratonNY Poorly controlled event
I cannot describe the unpleasant experience I had at Sheraton New York! From the moment I arrived it was not good - room was not ready, I needed wait 15 minutes to have my luggage stored, college kids everywhere - sitting on the floor, taking up all the chairs in the lobby, imagine FL Easter Break mobs. Elevator waits were horrendous at all times in the day. Smoke alarm went off one night at 3:30 AM from someone smoking in their room, loud parties and talking in hallways at all times of night (I should say early AM) and doors slamming. Staff did what they could but, hotel should have better planned the location of visitors and how to move them throughout out the hotel.
In regards to room, I had to have bed changed because there was body hair allover the sheets. Later I found the same situation on bathroom shower.
March 21, 2013
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 Dolcerican First Impressions Are Everything....
It was our first time staying at this location in NYC. I have stayed in other locations with higher star rating... guess what ; this Sheraton was fantastic due to the most important element in a hotel genuine, polite and outstanding employees. Matthew front desk manager was outstanding with customer service under the pressure of Thanksgiving eve rush. My card had a security hold, but he did not treat me any different. I called my bank, and the issue was immediately resolved. The guest services department is very lucky to have Dennis. . She was kind, prompt, and you can tell she loves her job.The bell man Erwin provided great customer service You can spend Billions remodeling a hotel , but your employees are priceless. They performed very well under pressure in a though Holiday (Thanksgiving 2011). We will visit again....
November 25, 2011
Rated 2 out of 5 by katky Bad experience from start to finish
Too many things happened in just 4 nights. First, after expressing concern about construction and renovation noise, we were assured we would be placed in a room as far away from construction as possible. We were given a room right in the middle of it, and there was scaffolding outside our window! It took an hour to move rooms with no help with luggage. Next day I was stuck in an elevator for 30 mins and VERY upset. I even missed my luncheon. I was told they would do something nice for me and they never even checked on me again to see if I was OK. Housekeeping never came one of the days. We were charged for mini bar item we never used and had to take time to get that resolved. Toilet didn't flush properly, tub won't drain properly. TV channels fuzzy. Security called and knocked at 6:30AM one morning, waking my husband.
February 22, 2012
Rated 3 out of 5 by ManhattanonBusiness Mixed hotel stay
The hotel lobby area was fine although printing a plane ticket was only accomplished by the concierges desk versus a common area computer. The lobby restaurant only had a buffet choice in the morning which was not what I wanted so I passed. The rooms were clean, nicely decorated, with nice bed linen. The hallway at night was extremely noisy to the extent I was waken up every night and multiple times on one of the nights. Not the hotel's fault but a pain nevertheless.
September 15, 2012
Rated 5 out of 5 by lellison62 Great location, Small Room
The location was perfect! Walking distance to all the shows, Time Square, Rockefeller Center, and subways. We walked almost everywhere because of this location. The only drawback of this hotel is the room size. It is small (although I am sure most are in New York). We had three in the room and the bathroom was too small for all of our items.
Also, if you like to unpack your bags, DO NOT stay at this hotel. This was the main drawback and the only reason that we would not return. We HATE living out of a suitcase. If you are only going for a day or two it is reasonable, but if you are spending 4 or more days it is extremely inconvenient.
I have given this hotel an excellent rating because this hotel is perfect for location and hotel employee helpfulness and friendliness. BUT if you like to unpack, this hotel is not for you.
December 1, 2013
Rated 4 out of 5 by PJH1 great location
Close to theaters and great places to eat, and easy and cheap to get to if you are flying in from Kennedy Airport via the E train and the link from Kennedy to Jamaica Station. Downsides are the usual iffy and often pricey cab ride to La Guardia and over-priced mini-bars in the rooms (one of my pet peeves). One caution--someone mismatched the coffee makers and the coffee supplier for this hotel, so the makers pour coffee all over the place with remarkable ease!
October 28, 2013
Rated 2 out of 5 by Lynn Good Location but not up to SPG standards
I stay at this hotel often for business because of its location but it is in need of a mjor overhaul and training of staff.
The rooms are a box - I'm platinum and they say I'm getting an upgrade- but I'm not- my room is still a box, the bathrooms are horrible, mold on the ceilings, and in the tub, the wallpaper peiling, countertops cracked and you can't even get in the shower without closing door first - its so small. The decor is tired and in dire need of a a reno. The staff does the bare minumum I have never had a bell guy outside help me with my luggage and they are miserable and just lookning for a tip. Check in staff doesn't even check for upgrades- just says no!
January 30, 2014
Rated 3 out of 5 by Redbirdma Good Location, Fair Service
This hotel is has a terrific location on 7th Avenue in NYC. It has never been my first choice of SPG hotels, and I only use it as a fallback when neither the Westin nor W are available. The newly renovated rooms are pleasant but relatively small. The last two times I visited I did not get my expected upgrade as a Gold Card holder. Also the restaurant buffet is terrible -- always cold and tasteless -- and very expensive. Not acceptable for a major hotel brand.
November 26, 2011
Rated 5 out of 5 by DebbieR fantastic
After reading some of the review's, I was a little skeptical about going there. What a pleasant surprise. I had never been to NY City before, I reached the hotel, expecting slow service at check in, it took less than 5 minutes!! The room was spotless, and the people were extremely helpful! I would definitely recommend this hotel to everyone and I plan on going back as soon as I can! My experience was amazing!! A big thank you to the staff at the hotel!!!
December 6, 2013
Rated 4 out of 5 by Klippy Renovation exceeds expectations
Sometimes when selecting a Sheraton property I am hesitant, as my experience has been that some Sheraton properties can feel a little tired and in need of renovation. This was not the case at the Sheraton Times Square. The property had recently had a significant renovation. The property was warm, inviting and comfortable from the lobby to the guest rooms. The staff were also very friendly and welcoming. I felt recognized and rewarded as a SPG gold guest.
November 18, 2013
Rated 1 out of 5 by laxcf The billing manager has tried to pull a fast one
I have stayed here once of twice a month this whole year. I moved some things around in the mini bar and they charged me for everything. I drank one cranberry juice but charged me for moving stuff. I am a platinum member and this is insane. After I explained they made bill correct at check out and next day reversed it again. Have spent over 45 minutes trying to get resolved. Great location, gym and rooms are good - very low integrity on the billing side.
August 2, 2013
Rated 5 out of 5 by Bren24 A great stay!
I'd like to thank you for our stay at the Sheraton Times Square. Everything was perfect!!! Warren, the representative who checked us in at the front desk, deserves special recognition. He was incredibly nice and professional, and he made us feel very welcomed. In fact, he even arranged to have a bottle of wine sent to our room --- a great surprise! He really went above and beyond. Thanks to him and your entire staff, we look forward to coming back often.
April 23, 2013
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 5 out of 5 by mileman busy but beautiful city hotel
Sometimes a bit overcrowded. Large hotel, but staff and views and comfort are tip top.
Staff makes you feel like you are in a boutique hotel. Bravo.
July 13, 2014
Rated 2 out of 5 by DavidF too many problems
Broken toilet seat - dust build up on shower head and on top of fixtures - temperature 65 no matter what thermostat said - lack of response to calls to fix these things. This may be the busiest Sheraton, but is far from the best. You get what you pay for and my bad for expecting more at the lower price of this hotel. Front desk staff was good at checkin and staff in club lounge was personable, but we will stay at other NYC places. Not the best.
July 30, 2013
Rated 3 out of 5 by DLdldldl morning housekeeping
First of all, the roomst are not quiet as you can hear everything that goes on in the hallway. That happens a lot at hotels. The worst part is that you have maid service starting at 8AM in the morning and knocking loudly on every room around you with something metal. This metal tapping woke me up every 5 minutes. These housekeepers need to realize there are people tryng to sleep. it was so annoying that do not think I could stay there again.
June 14, 2013
Rated 1 out of 5 by Jonno54 Not Happy
Room booked and paid for 6 months in advance, but on arrival hotel is booked and we are trying to get you a room. First room given to us was a disabled persons room which smelt of vomit. Second room we were given had a bed which made more noise than the street outside, the springs in the base must have been broken, try to swap but no room available. Then 2 days before we checkout a room swap is available. To little far to late, never again.
May 7, 2013
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 5 out of 5 by julesmr Great location/Staff
We decided to stay at the Sheraton for my upcoming 40th birthday, It was also my first time in New York, this hotel is in the perfect location, walking distance to 5th Avenue, Times Square, Central Park, Rockefeller Centre etc, the Hotel staff were friendly and also on hand to help with questions on things to do etc, on our arrival we were surprised when we was told by the receptionist that we could have free wifi connection in our room just by becoming a Sheraton Prefered Guest member for free, we were on the 36th floor and had a lovely city view, the room was clean and comfortable, I would like to personally thank Anna (front office supervisor) and Anna Marie (VIP Services) for the lovely complimentary champagne etc for celebrating my birthday, which was a lovely surprise. I would definitely return to this hotel if I get to visit New York again
November 28, 2013
Rated 4 out of 5 by Duckfan Ideal location to broadway-Times Square
Hotel more than met my expectations for cleanliness and convenience. Staff was very polite and helpful. My only warning-if you faint at the sight of a high bill AVOID the bar in the hotel lobby!!!I had 2 Gin and Tonics-my wife had 1 Baileys on the Rocks.The tab..$43..Each Gin and Tonic was $14, the Baileys was $11...then they add "tax" on top for a total of $43..Plenty of other pubs and bars within walking distance that are much cheaper.
November 22, 2013
Rated 3 out of 5 by Ian74 Irritating minor problems
Analogue TV channels didn't work, and over a four day period, problem not solved.
In room safe didn't work, and also not fixed.
Maintenance man 'will be there in a moment' - 60 minutes later he arrived, and failed to solve either problem, then or later.
Hot water tap leaked, even when cold water opened.
WiFi in other hotels, Starbucks etc is normally free. To have 30 minutes free is OK, but really would be much better to have open WiFi.
November 14, 2013
Rated 5 out of 5 by pnich Location
The location of this hotel was just perfect for first time visitors to New York City. We could walk almost any where we wanted to go. The quality of the hotel was just wonderful.
July 6, 2014
Rated 5 out of 5 by MeBlonde The Perfect Place
All my expectations were met and then some. Great outstanding service from the front and back desk, lobby people, cleaning staff, and Club room staff. Room was very clean and noise level in the halls was very low. Easy access to cabs, subway and walking distance to place we wanted to go. Would tell everyone to stay here.
June 13, 2014
Rated 4 out of 5 by Floridagirl22 Great location and nice hotel but staff not too friendly
I've stayed here for the past 3 years on my annual trip to NYC in December. Each time it was my birthday weekend but this time it was my 50th birthday. After mentioning this to the staff, they kind of just looked at me, never wished me Happy Birthday or acknowledged that I was a SPG guest or a returning guest. They just weren't very friendly at check in or out. Efficient but no personalized service. Great location and lobby is nice.
December 10, 2013
Rated 5 out of 5 by Jodie52 this hotel has a great location
Very convenient to Times Square, Central Park. This is our 4th year staying at the Sheraton and will be back next year.
July 10, 2014