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 Celeste1111 Horrible Experience
I stayed at this hotel for 3 nights 06/27-30/2014. I needed 5 but they messed up my reservations. They over charged my card for my stay and charged me for snack bar items from my room that were never eaten. My card was then charged for another persons room and the only way for me to get my money back was for this person to call in their card number. My bank called because they said that the Sheraton was trying to charge over 13,000 in charges on my account. I have spent over 6 hrs on the phone with corporate to be "accidentally" disconnected on and to be reverted back to the Hotel that made the original mistake. I'm getting no where with this place and I'm still waiting for internal affairs to contact me. I so disappointed in the Sheraton staff at the New york times square location, they have NO customer service skills. I'm not the only one in my party that is having issues with over charges on credit cards. If someone higher up in this hotel chain reads this, HELP. I want my money back and want the theif investigated that tried to use my card!!!!!
July 3, 2014
Rated 4 out of 5 by SSAZ The front desk provides an ideal welcome
After braving the tundra during the polar vortex, it was a welcome relief to be greeted by Nicole at the front desk. She knows how to make a guest feel important. She earned my respect for turning my frustration into a positive memorable experience and stay. I also thought Cathy was an exceptional server in your restaurant . I would suggest that you allow your morning breakfast patrons to choose something other than your overpriced buffet.
January 19, 2014
Rated 3 out of 5 by Becky916 Check-in Service Could Be Better
I have stayed at this location twice a year in the last several years. Over the last year, the check-in staff has become very condescending. Per the reservation, my room was to be a king or 2doubles but they always pre-book me into a queen, most likely because I'm a woman (this is done quite often in the hotel industry). I had to ask for the room category change - they also didn't have my SPG# noted, although I entered it on the reservation.
February 6, 2013
Rated 2 out of 5 by Dale33 Great Location, Rude Staff
The hotels location is perfect. Close to times square, subways, central park, and shopping. Staff at the front desk are rude and do not care for your needs one bit. Even if you are a Gold or Platinum SPG member. Apparently what I was told was there are no upgrades for us at this hotel. On the bright side the staff in the breakfast buffet are the nicest people in the hotel. They even remember your name each day you come in. Very outstanding.
December 14, 2011
Rated 2 out of 5 by macjac2 small room and bad elevators
There aren't enough elevators. My husband had to walk up steps to catch an elevator, and then it got stuck between floors. He had to walk 31 flights down. The next day I waited for 15 minutes for my elevator, I decided to go up in order to come down. We were on the 31st floor. It had to stop on every floor going up (50 stories in all) and then stop on every one coming down. There were people waiting at every level.....and couldn't get on.
December 30, 2013
Rated 2 out of 5 by JC33 Chaos and not a good stay for Platinum Members
There is always chaos checking into this massive property, but this stay was particularly bad. The standard rooms are barely adequate (not even glass glasses to drink from) and this is just not a great property. Nothing terrible, but the weakest Starwood property in Midtown.
June 27, 2014
Rated 3 out of 5 by Stella44 Needs better cleaning
I recently stayed at the Sheraton in NYC on 7th and 53 with my husband.
The bathroom was small but the shower was nice. Although the cleaning service was prompt, I cannot say it was good. I could not look at the reflection of the sink in the mirror because I could see all the black mildew below the edge! I cannot possibly stay in a place that is so dirty.
I hope the management reads this review and takes care of this problem in every room.
May 6, 2013
Rated 5 out of 5 by Sundus Best stay ever
I appreciate the hospitality and warm welcome of your front desk Staff. Akaida made me feel like I'm the only guest. There was a gentleman who was cleaning the club lounge went above and beyond to get milk for my baby,my room was clean and the linen was crisp ,Me and y family travels alot to new york and I will make sure next time we come to NYC we stay with you guyz.. I just want to mention that my internet didnot work the entire stay.
January 21, 2014
Rated 2 out of 5 by All4Kids Not so friendly
The person at the counter had an attitude. I checked in but they told me I couldn't go to my room because it was 2:20 not 3:00. Therefor I had to wait on another 20 minute line at 3:00 to get my keys. Which meant I spent a total of 35 minutes waiting on lines. Then I had to pay for them to hold my luggage for me and again when I checked out. I only stayed there because that was where my daughters dance event was held. I will never return.
July 18, 2012
Rated 3 out of 5 by July12 current Aug. '12 stay
NYC is a tough place to perfect customer service since there's so much going on, but the staff here is friendly enough. My main suggestion pertains to the TV service - it's one of the worst I've ever seen. There's no channel guide printed in the rooms and the GUIDE through the remote lags in its responsiveness. There are also channels mislabelled and many of them are presented as blown out SD filling a 16:9 set. Reception quality is poor.
July 25, 2012
Rated 5 out of 5 by jmconigs We love this hotel
We stay at this hotel whenever we come to New York. The location is perfect, and the staff is professional, friendly and helpful. They always go above and beyond to make our stay comfortable and pleasant. We access most of the services: bag chack, concierge, bar, Hudson's, Security, etc., and have always received outstanding service. We'll be back. We highly recommend the breakfast buffet at Hudson's and the Chocolate Martinis at the bar.
February 20, 2013
Rated 4 out of 5 by liz91 excellent location, great staff
We stayed four days in March for our anniversary. Stayed on 49th floor with Club Lounge access. From the moment we arrived, the staff was excellent. We left for a few hours and returned to find a signed card, strawberries, cheesecake, and a bottle of champagne. A+. Pillows and bed were so comfortable. Breakfast was so-so, but it filled us up. Only complaint, the elevators. The seemed to constantly breakdown. Would stay again.
March 24, 2014
Rated 4 out of 5 by JoeyCart Bathroom mildew
I had stayed over the hotel for 2 nights. One night working in town overnight by myself. The second night with my wife for a function. During the stay we noticed a large amount of mildew where the tub and tile meet on the wall and top of tub. This is unacceptable and should not have been an issue.
June 22, 2014
Rated 3 out of 5 by shhull Disappointing
Our room (3129) was not as expected. The dust ruffles had stains, the beds were simply ok. The shower had black mold in the grouting, which in today's cleaning standards is unacceptable. We were told that was the only room of our "class" available at the moment. No offer to switch. I have stayed here before and the promise of upgraded rooms did not meet expectations.
However, the phone staff for star rewards are well trained and helpful.
September 2, 2013
Rated 5 out of 5 by Nikki51 Exellent service
From stepping out of the taxi, this hotel and its staff have given us an excellent service.The bell boy gave us great eatery tips, the concierge found and booked the best seats for our choice of shows,the starbucks gents always had the biggest smiles (even at 5:30 am, flipping time difference). Our room was spotless on arrival and every day thereafter for the next 6 days. I cannot praise this hotel enough. Cannot wait to rebook.
March 9, 2014
Rated 4 out of 5 by Mac40 Much improved
The hotel has been substantially improved since our last stay four years ago. The staff was very friendly and helpful, including everyone from the bellmen, to the houskeeping people to the front desk staff. The breakfast service on the 44th floor was very good and the room is very comfortable. This is a welcome addition. The room we had (king size bed) is quite a bit smaller than we are used to. The remodeled bathroom was nice but small.
May 20, 2013
Rated 4 out of 5 by chiefdfc Nice but please ready
All in all, had a good stay in this nice hotel, but must make the following comments
1) My only comment about the $50 per day parking is that for my $50 per day, it should not take 45 minutes to get my car out. I am not exaggerating. I have a picture of the crowd at the parking garage in my phone if you want to see it
2) I would be happy to pay $50 NYC price for room service breakfast, but for my $50 I expected better quality food/coffee
April 30, 2012
Rated 3 out of 5 by FLAchick *shrugs*
The hotel was nice, the bed was comfy and the bathroom was cute. The location of this hotel is perfect, it's right at the heart of everything. I appreciate the front desk guy who was overly patient with me during check-in. The bellhop guys were nice and friendly.
However, the customer service individuals were rude, impatient and hard to understand. Paying extra to use the gym was unexpected and the hotel food was ridiculously expensive.
June 1, 2012
Rated 4 out of 5 by Traveller74 In the heart of NYC
Stayed in a newly refurbished room at the Sheraton New York Hotel, which was nicely decorated, very comfortable bed and amazing view down over Times Square. Thankfully the hotel is a couple of blocks north of Times Square, so there is some respite from the crowds, however the hotel itself is enormous, so there is always people coming and going. SPG guest recognition is good, which helps avoid queuing for both check-in and check-out. Breakfast in the hotel restaurant was perfectly adequate, but nothing out of this world. The hotel is also perfectly located for MoMA nearby, and Central Park just a few blocks north. Staff were consistently friendly and efficient, there was an error on my bill at check-out however it was corrected quickly and with a smile. Given how constantly busy they are, I was pleasantly surprised at the level of personal service.
June 8, 2012
Rated 5 out of 5 by DianeO Difficult timing
The hotel was wonderful and all you would expect from a upscale hotel. The concierge was not very helpful at all when asked how to get somewhere she acted as though we were interrupting her and gave us incorrect information which took us way out of our way. We were there during hurricane Sandy so they shut down many of the facilities but still charge very large rates - it was out of my budget to stay that many nights but I had no choice.
November 1, 2012
Rated 5 out of 5 by AJB2237 Great location and great experience
I wanted to thank you again for your staff's hospitality and professionalism and to let you know how much we enjoyed our stay at the Sheraton Hotel in New York City. We came to New York hoping to see as much as could of your exciting city and we definitely accomplished that. Now I know what Frank Sinatra was referring to when he said that “I want to wake up in the city that never sleeps”. We look forward to being a part of it again soon.
October 29, 2012
Rated 5 out of 5 by Cynthia310 Great hotel in a fantastic location
Beautiful clean hotel with a perfect location. We would stay there again.
July 15, 2014
Rated 4 out of 5 by Fancy Sheraton NYC
This hotel is in a perfect location to all the hot spots in NYC. We could walk to Central Park, Time Square, Broadway theaters and even the Apple Store (my kids favorite). It is just far enough away that you don't hear the 'all night' party that seems to go on there. This is beautiful hotel, the staff was kind and helpful and the room was very clean. The only downside is we could hear the people next door talking & parking is expensive.
November 15, 2012
Rated 3 out of 5 by JP5611 Poor service and no recovery
At hotel for 4 nights and a corporate event. Based on event timing was told late check out was arranged. Upon going back to room to gather my bags was treated rudely multiple times by housekeeping mgr. She barged into room as I was using RR. Then threatened to call security after I requested a minute to gather my things, even after knowing I was leaving and had a late check out. When reported to GM there was not even an apology. Awful!
August 23, 2013
Rated 5 out of 5 by Paul2010 An excellent visit
I echo the comments of the last two writers. The location, the facilities, the staff, the service, the cleanliness and the club lounge were all excellent and exceeded our expectations and our experience at other hotels. We come to NY often and this was our first stay at this hotel. We will return to NY next weekend, had reservations in a different hotel and changed them so that we will stay at this hotel again. We enjoyed it very much.
April 30, 2012
Rated 4 out of 5 by case22 Great Location
I had asked for adjoining rooms, the staff really worked with us to try and get this. When we got there only one of the rooms was ready. We all piled in 1 room and headed to dinner. When we returned the room was still not ready. Finally at midnight (we had 5 kids with us) we said we just needed a room. The put us in another room. We were disappointed since the kids all wanted to be together. The next day, they moved us all to adjoining rooms. It was a pain for that first 24 hours to be in three different rooms, but the rest of our stay was great. The rooms were small but very clean and comfortable beds. The location of the hotel was perfect. Everyone we dealt with was very nice and professional. We got a great deal through the sheraton website and the hotel was more than worth what we paid. I would definately stay there again if the price was right!
December 4, 2012
Rated 3 out of 5 by CHristian Okay but not great
Rooms are very small with bathrooms being tiny and very old looking. Rooms seem to be updated but NOT bathrooms. Hotel charges for everything....Internet $15 day, fitness center $10 per time, bag storage if checking in early or checking out late is $4 per bag......kinda feel like you get charged extra for everything. I am a gold SPG member and got no benefit for that. Location is good but there re other hotels that I would rather stay.
April 10, 2013
Rated 4 out of 5 by BRP4747 Great staff but slow service
We stayed during the first weekend in December and while I realize it is a very busy time the service was very slow. It took close to 2 hours to receive a bottle of wine that was ordered. I called down 2 different times to check on the status. For any question that I called about I had to wait on hold for several minutes to get my questions answered. Other than the pace the hotel experience was great and I will be sure to stay again!
December 9, 2013
Rated 2 out of 5 by Aaodao Not worth the money
Next time in NYC will stay in the Westin or W, this hotel is not worth the money. Poor service, rooms smell moldy, and so crowded that you can not get in the elevator for 10 minutes at a time.
The platinum lounge, is opened to too many, and the dress code is none existent. Smelly and sweaty people mix with business people. How can you seat for a snack with stinking neighbors that do not care.
This facility is poorly managed is obvious
June 22, 2012