Rated 1 out of 5 by Info Would NOT recommend
I am easy to please but this was a BAD experience. Many room issues from sink to blinds. What is wrong with the elevator that never stops on the 32nd floor? Seemed like there was a phone ringing in the corner of my room but it never got answered.
March 8, 2013
Rated 1 out of 5 by golfc Rough start !
Worst checkin ever at a GOLD desk.
Add to call housekeeping the first minute = zero towels in the room.
Couldn't do express checkout because of a bogus charge from the minibar ( never touched anything ).
Only positive comment = great location.
September 8, 2012
Rated 1 out of 5 by MZ0119 The front office staff did not arrange the room type as we reqeuested before
Once we checked in at hotel on Oct.4, the front office staff told us that no queen bed room available and only can arrange twin bed. But we booked queen bed room type through starwood website, quite disappointed with this arrangement.
October 11, 2012
Rated 3 out of 5 by Cynthiapr overall mess
The AC was not working properly and they had to come to the room twice over the weekend. The blinds would not close. I broke a nail trying to close them. They came in and all they did was just close them half way. The ice machine was not working on the floor and we had to goto another floor to get ice. Front desk was so busy it took the forever to attend to people. It took me a long time to save my points and it was not what I expected. It was a holiday weekend and I left early.
September 11, 2014
Rated 1 out of 5 by DM777 How bad can it get?
No robes although paid for concierge floor-not on it no robes brought despite request
TV broken-not fixed for 24 hours after I called twice
Check in took over 45 minutes on SPG line
June 6, 2012
Rated 3 out of 5 by SumTingW Low water pressure on high level floor
The water pressure in the shower on the 44th level (SPG preferred guest level) was dismal. Barely enough to shower. I should have called after the first night but I was so tired to complain on the second night of my business meeting. I do hope this is fixed quickly for the sake of other guests. Definitely, not what I expected for the Sheraton Times Square.
September 14, 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 5 out of 5 by RufusInHI SUPERB SERVICE for an Icon Property
One would not expect great attentive service from a large city hotel. Well, the Sheraton New York Times Square Hotel delivers! I was greeted with exceptional check-in service by Matthew F. at the Front Desk. He immediately recognized my SPG membership and went out the the way to ensure that I had a great room (with an incredilbe view of Time Square). Everyone from the Front desk, Hotel Security and the Club Floor Attendants were Friendly and Professional. Kudos again to Matthew (Front Desk) and the Hotel Staff and Management for their genuine hospitable service.
December 13, 2012
Rated 2 out of 5 by SK1234 Poor Service
They charge for everything including Fitness Center.
Service was poor and the staff were rude anytime you called the Guest services
September 6, 2012
Rated 2 out of 5 by Coach123 Too large. Poor service
Too large and cold hotel. Location good and rooms reasonable because of renovations. Feels like a 3-4star hotel
November 1, 2013
Rated 5 out of 5 by EJR01 EJR01
Ok, so for the 3rd time in 3weeks SPG/Starwood rescued my trip. First, at the Sheraton 4Points Times Square 2 weeks ago, then , in Alexandria, VA. This time, I was actually registered at another "prominent presidential" historic NYC hotel where the room was so shocking, I called the SheratonTimes Square before putting my bags down. I booked a wonderful room and ran over to find everything I had expected. I lost money on the lesser hotel, but the Sheraton more than made up for it. The front desk, the great concierge and the world class doormen gave me every reason to come back. And I will. Tip: stop wasting time & money on "deals" at other places. Book with SPG. Lesson learned.
July 8, 2014
Rated 5 out of 5 by chrismc123 Great experience
Great experience. Our room was upgraded by a lovely employee named Joy. We enjoyed our stay and would definitely go back and recommend this hotel to people staying in times square.
September 16, 2014
Rated 3 out of 5 by PennyLane2 This hotel is like a rush hour crowd
Always bustling and not at all relaxing. There is a crowd at check in, there is a crowd rushing for every elevator and then they fill up so you have to wait again. There is always a crowd in the lobby. The first room we were given had a dirty rag hanging from the shower and then the drain didnt work and dirt came up into the tub. We had to switch rooms and it took 3 phone calls with lots of holding on time and then 30 minutes to arrange so we had to rush to get ready for a dinner appointment. The only good thing about this hotel is its location
March 24, 2014
Rated 1 out of 5 by Mensche A Nightmare Of A Hotel
This hotel is way below Starwoods standards. When I arrived there was no doorman. I had to wait to register with no preference given to my Starwoods gold status. The room I was upgraded to was tiny, no room to move, a stuffed shower drain, hardly any shower pressure, and the television did not work for over 24 hours.
The staff is unfriendly and not helpful at all. When I went to use the health club, I had to wait for the attendant to finish reading the newspaper. When I asked about arranging a massage, he had no info and told me to call back in one hour.
December 21, 2012
Rated 1 out of 5 by oooohgosh worse hotel ever
Horrible experience, smelled like dead person in the room
August 27, 2012
Rated 2 out of 5 by Fab88 Hotel service needs to be improved
We stayed for 5 nights and where not happy at all with the place.
1. The safe in the room had no door. Every day the staff promised to get it repaird. Nothing happend.
2. I am used, as a hotel guest to have free access to the gym. Not here! 10$
3. After 5 day we wanted to leave the luggage at the lobby. Usually it's fee of charge. Not in this hotel.
4. There is a scaffolding outside the building but on evidence that someboy is working. Has probably been forgotten to be removed.
I travel a log around Asia. This hotel is far from Asia Sheraton standards!!!
September 4, 2013
Rated 1 out of 5 by Davidcc9 One of the worst hotel stays I have ever had
From the very beginning it was a bad experience, the front desk staff, arrogant, poorly trained with comments from the Front Desk Supervisor stating "it doesn't matter whether you are gold or platinum there are no rooms (even though we were confirmed to have rooms and they were prepaid in the Club Level). The rooms on the executive level are basic, small and no frills. Although advertised to have water bottles, the entire 3 day stay no waters were to be seen. The rooms on the executive floors were small and certainly not worth the $500+ per day that they charge. The club lounge was always crowded, the hotel operator, concierge or guest services operator had long waits to answer and one would eventully hang up because of the long wait. No one ever apologized for anything that went wrong. By the way the pool and spa are in a hotel across the street, so if you work out in their fitness center (it was nice) you have to get dressed and go across the street if you want to swim or take in a sauna after your work out. went to look at it and it was dirty and old. It was like the staff was doing the guest a favor for staying there and no one ever said "How may I help you". This hotel does not deserve to be a member of the SPG family. As a frequent traveler and a soon to be Platinum member of SPG, the company should be embarrased to have this hotel as part of its offering of properties. The ENTIRE staff needs to be trained on customer service and hospitality services. This was 2 stays in one, first and last, at this hotel
December 21, 2011
Rated 5 out of 5 by NewYorkCajun Great Location
This hotel is Excellent location. It was very comfortable and nice. The staff was very friendly and helpful with everything I needed. The bell boys were very friendly and helpful with directions also.
August 15, 2014
Rated 5 out of 5 by Cindy54 Would definitely stay here again!
We used our Starwood Points to pay for the two rooms and I must say, the people working the Preferred Guests desk were eager to service our needs despite being sold out. It was extremely busy! One nasty rep can ruin a hotel stay but each and every person had a smile on their face. We had a delightful stay. Our rooms were warm, however. We attempted to adjust the temp but to no avail so we opened the window just a crack and we were comfortable.
December 6, 2011
Rated 5 out of 5 by FritoMisto This Customer Service Was Exactly What We Needed
My wife and I just enjoyed six nights at the Sheraton Times Square, arriving for the birth of our second grandchild. This trip required instant arrangements and maximum flexibility because the schedule of when we would actually begin staying in the hotel would be dictated by the health of our daughter and her baby. That is why it is not an exaggeration when I say that the customer service provided by both the Sheraton Times Square staff, and the Starwoods Preferred Guest staff in accommodating and cooperating to make everything work for us, was in my experience without parallel or peer in quality. Not just in travel either, as I am in the customer service business and they were wonderful. Everyone from the top down cooperated to help and accommodate our every need. This began with finding us room in a hotel that was completely booked up, to providing flexibility on deadlines to change our plans without running into any cancellation penalties, to upgrading our room to the club floor and maximizing my Starwoods gold points and free nights, to finding two beds instead of one when there hadn't been any available, to just relieving any hassle on the hotel side so that we could concentrate on helping our family.
Ingrid Ordonez and Jorge Leiva were two of the staff that were particularly helpful, and I just wish I could recall the name of the SPG staff who helped me on the phone for 90 minutes on June 25th, to set up our original change when we came to New York. She was great too.
I have not mentioned anything about the great shape of your updated facilities, excellent cleanliness, fantastic fitness center (one of the best hotel fitness centers I have seen), because as good as they were, it was still the service my wife and I received during a very difficult time that really showed us what kind of place the Sheraton is.
It will be our pleasure to return to your fine hotel again, and since I hope to see my grandchildren many more times in the future, I expect we will be there many more times.
July 13, 2014
Rated 3 out of 5 by LisainNJ Location great but so many extra costs
I enjoyed staying at the Sheraton Times Square. Front SPG desk staff were amazing, nice and very thorough. While I understand the hotel charging to use the internet in our rooms, I am truly disappointed in being charged to use the gym when I am a guest at the hotel. $10 to use the gym when I already redeemed my points, paid for Internet access...I could not believe it. I was ready for a quick morning workout before my conference and I was told I had to pay $10. Ridiculous charge not only for an SPG member but for ANY guest!
December 7, 2013
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 janet dispappointing
terrible line to check in early in morning - then to pick keys over 30 people - should of had a line just to get keys.
concierge gave us misdirection re store opening hours
rude front desk staff when trying to adjust rooms charge from one room to another
misprinted key when we left one in room - didn't apologies when we went down to same front desk person who instead asked for id again - though we had just gone through the process 2 minutes
asked room service to bring clean wine glasses to room and remove dirty glasses and old cheese tray...never came..
Chelsea great at front desk...sent us wine and tried to make our stay pleasant
May 6, 2013
Rated 1 out of 5 by e114 Dont stay here
Not only was the hotel really dirty but the service was terrible. Not only was i given a two bed room ( even though I reserved a one bed) but the room itself was extremely dirty. The wall paper was peeling off the wall. The sink and shower were dirty. i was placed next to a room where the construction was happening so early in the morning ( around 5am) i was woken up by drilling.Thank god i only stayed one night. And if it wasnt because another hotel where I had a conference at was booked i would have never stayed here.
February 27, 2012
Rated 1 out of 5 by Rocketgirl Nice large upgraded room, but... very filthy and lack of guest service response
I've stayed at this hotel 3-4 times this summer and while I've had minor complaints in my last two stays (including one two days prior), this one takes the cake. For the record, I've contacted a number of guest service supervisors from the site to no avail.
First the positive - loved the staffperson at check-in, who offered to upgrade me to a larger room overlooking Times Square. He did mention there was a Murphy bed (which I learned are not comfortable for me), but the view was fabulous.
The negative - once I arrived in my room, the toilet was used and filthy. I called Housekeeping to come and clean the room, but nobody came by before I left for dinner, nor did anyone come by at all that evening or next morning. Second, there was a section of carpet that was sticky and filthy (imagine me stepping on this at 11 at night with my bare feet - ew!). Lastly, my favorite white blouse was ruined when I tried to iron it the next morning and found the plate was filthy with black and blue marks all over (which left the same permanent stains on my blouse - not removable even after using bleach and washing :( ). Oh, and the staff never emailed nor issued me my check-out folio so I can't get the hotel stay reimbursed by my company!
I requested speaking with the supervisor upon checkout the next morning, and while the gentleman came by after a few minutes wait, he didn't offer his name nor did he take anything more than my room number. He promised to look into my account and email, but he never followed up that afternoon. I have since written to multiple guest services supervisors/assistants at the Sheraton (and the Westin down the street where I stayed the previous night) over the past week to no avail. I'm very very disappointed, especially as a SPG member, and have to recommend AGAINST staying at this hotel. A shame, since my experience with Sheratons and Westins has always been positive in the past.
August 19, 2014
Rated 4 out of 5 by tom911 Dissapointed
I've stayed at this hotel at least 15 times over the last 5-6 years. This time I paid over $500 per night for a room and as a lifetime gold member could not get access to the lounge area? Then, the first morning in the hotel, there was no hot water in the shower. not what I am used to.
September 12, 2014
Rated 3 out of 5 by NeedImprovements Hotel Needs to Decide if it Wants Business Travelers
Front desk receptionist acted as if I was doing her a favor by checking in. Her immediate answer to getting the room I requested was "no." Of course, wasting my time and invovling the manager resulted in getting the room I had requested, despite receptionist having told me none were available. Also, pimping business travelers $10 to "hold" a fed exp package (per package charge) is unforgivable. If hotel is that cash starved, they should close. Hotel also charges for fitness center - even to frequent Sheraton guests.
September 12, 2012
Rated 1 out of 5 by August13 Very Bad Experience
Dear Starwoods customer service
I stayed at Sheraton New York during 10-14 August 2013 and experienced very bad service and I cant believe this hotel is Sheraton ! Usually I am easy going kind of people and not demand or complain often.
I checked in at 6 pm on August 10 (which was already late for check in ) but was told that one of the room was not ready and if I came back at 10 pm, I can have 100 USD rebate. I decide not to get the money so they told me to back around 8.30 pm . I went out for dinner and traffic was bad so I was back around 10 pm anyway . After I check in and shower, I found out that there was only hot water in shower which you could not shower then, so I called reception but nobody answered so I had to go down (and my room was also far from the elevator) to tell the reception myself. I asked if I can change the room ( I got double bed but I said I was Ok to take King size bed if they not have) but they said the hotel was very full so let ‘s see if mechanic could fix it. After mechanic came, they said they could not fix it and they will tell reception to change the room for me. My son and I waited for another half hour but no call(and no phone pick up !) so I had to go down to lobby again to ask. They said they know and please wait in my room to get the call. On the way up, I met the mechanics and they were surprised my room had not changed. I waited again and no people contacted me so I went down again and somebody told me my new room number and told me that someone will deliver me the key, please waited in my room. I went up and wait and go down again since nobody contacted me. This happened many times and finally, I got new room after midnight. I was very tired until I almost cried.
For my new room, the shower works but the coffee machine was broken so I tried to call Housekeeping. Again, nobody picked the call. I finally leave a note at the coffee machine telling the house keeping that please help change it. First day, nothing happened . Second day, they moved the machine out but not replace it so I had to gout drinking coffee outside.
I work as Senior Executive in one of the big company in Thailand and the service of Sheraton In Thailand is very good so I cant believe this is the experience I had in Sheraton New York . (I understand Sheraton is also US chain). This is the worst experience I ever had although I travel often.
I think you better improve the service to protect your reputation.
September 1, 2013
Rated 2 out of 5 by DavidinSF Slow draining shower, Inconsistent customer service
Customer service at this hotel is horrible. In order to address customer complaints, it felt like their philosophy was to push it aside and tell the guest to come back later. I stayed here for a regrettable three days.
When I visit NYC business, I usually stay at another SPG hotel in a lower category. I decided to branch out and try the Sheraton New York.
Huge mistake. A list of grievances:
1) Shower was slow draining.
Imagine standing in about 4-5 inches of dirty bath water during your entire shower. Gross.
2) Shower had incredibly low water pressure.
I'm assuming that it was probably set this way to compensate for the clogged drain.
3) Inconsistent customer service.
When I checked into the hotel, I had a lovely reservationist who had exceptional customer service skills. Even though the I requested a King size bed, they only had two doubles available. She nicely apologized.. so I thought, "no big deal"
Encounter #1: After discovering the slow-draining shower, I tried to switch rooms. I called down to the operator and they told me to check back in the morning. I thought that was understandable.
Encounter #2: The next day, I brought it up to the reservations desk. Deana, the reservationist, did not give me the time of day. She was rude and dismissive and told me to check back in a few hours. After telling her about my shower issue, she said she would ask housekeeping to fix it. They never did.
Encounter #3: The next day, I went down to the same desk, and a different reservationist again told me to check back in a few hours. Really? Third time in a row, guys?
Encounter #4: On check out day, I noticed that there was a duplicate charge for internet access. I went down to the reservationist desk and luckily, I got Deana again. Didn't give me the time of day when I mentioned my concern about the bill. In fact, she blamed it on me and told me that I must have signed into the network on another device (apparently, guests are charged per device). In actuality, however, I only signed in on one device. To her chagrin, noted by a huff and an eye-roll, she erased my charge from my invoice.
Dear Sheraton New York— I am hugely disappointed. A simple apology at the time would have sufficed. I strongly urge you to retrain your staff on how to deliver quality customer service.
Next time I travel for business, I'll stick with my go-to hotel. Even though they're in a lower-tiered category and the beds aren't as comfortable.Their staff is beyond nice. They're friendly and personable. And that alone made my stay enjoyable.
January 20, 2013
Rated 3 out of 5 by Srhasting1 Messed up room
I am Starwood Platinim and used my points and suite upgrades. I was specific we needed tow beds both when booking the room and on check in.
We got a room with one bed and no pull out couch as promised and at 11pm had to move rooms and then were moved again th following day. The final room was great, but this should not have happened, why not give us the promised room at check in? The VIP coordinator saved the day as did Joy at the front desk. The rest of the front desk staff were terrible, rude and uninterested.
January 6, 2013