Rated 1 out of 5 by hellot What happened to this hotel?
I stayed in this hotel many times, but this stay was terrible. I was not treated as a gold member. The line for a counter was longer and slower than the one for not a gold member guests. The room was more terrible. Hairdryer was broken, no body shampoo and face towels. I'm really disappointed. I'm even wondering if the manager has been changed.
February 26, 2012
Rated 5 out of 5 by Randy20 A Great Anniversary Weekend
We come to New York about 5 times a year. We would never think of staying in any other hotel. As soon as we walked in the door it was like entering an oasis from a state of chaos in Time Square, The area around 53th where the hotel is located is top notch. From the doormen to the front desk people to everyone we spoke to, you could tell they understand first class service. Location is great for shopping, service is truly 5-star and the rooms are wonderful. Elegant and comfortable at the same time. The hotel added a new computer system for the elevators. The elevators are so efficient, you never wait. Muhammad in the club lounge always greets us so warmly.Our room was so special and once in a lifetime room.
Everything is because of the General Manager Terry. Terry is by far the best GM of any hotel in the world. She will do anything to make your stay special.
September 26, 2016
Rated 2 out of 5 by BusinesstravelerfromMN Low emphasis on customer service
I spent one night here for business and paid over $500. What I got was a small room, crowded lounge area, and poor customer service.
They could not accommodate my request for early check-in, but I wasn't able to find out whether they could accommodate until I stood in line for 30 minutes upon arrival. When I asked for a place to pump breastmilk while I waited for the room, I was told "I don't know" and "maybe the bathroom."
They also seemed annoyed at my request for a refrigerator (to store breastmilk) and told me there would be a $30 charge.
The lobby is always very busy with people and there is a near constant line to check in. As an example, I locked myself out of my room at 10pm and had to wait in line for 15 minutes to ask someone for a new key. The people in line ahead of me were just checking in and annoyed that there were no rooms available.
My biggest gripe is not that my requests weren't met but that the people handling them were not friendly and sometimes rude. I am planning a return trip to the area in November for fun and definitely won't stay here.
September 23, 2016
Rated 5 out of 5 by Beth29 Great place to stay!
We had a terrific time during our stay in NYC and the Sheraton helped with that experience. We were treated warmly upon check-in, and all staff we interfaced with were helpful, polite and friendly. We had a great view of Times Square. The room was clean and comfortable. Nice variety of food and drinks in the club lounge We loved the Sheraton's location near shops, restaurants and the theater district. Easy access to the subway. We will definitely recommend Sheraton Times Square to others.
September 20, 2016
Rated 5 out of 5 by Ferry25 Family / friends trip
trip with family and friends to NYC. J L the assistant director of the front office upgraded us to a suite. He made our overnight visit terrific. I appreciated his time and efforts . There are many hotels in NYC, but this hotel is a great value. Location, breakfast and staff make this a great choice!
September 20, 2016
Rated 1 out of 5 by Rasmus24 No service
Returning home I was a bit surprised to see a charge for Laundry added to my bill. I had an overnight pressing of my suit, and was guaranteed it would be ready by 7.00am as I had to leave for my first meeting next day at 7.30am. Despite many calls, the laundry did not arrive in my room until 8.05am (with no excuse) which meant I had to cancel my first meeting. I called the hotel and explained the above to which Johnny did not say anything, but just transferred my call to someone that did not pick up.
Aside from poor service, the hotel is fairly old and the aircon is noisy.
September 18, 2016
Rated 4 out of 5 by Fabulocious2 Nice Hotel
Modern, spacious and up to date. Close to everything.
September 14, 2016
Rated 2 out of 5 by liamsdad disappointing property
front desk check in took way too long, staff barely acknowledged me. no upgrade for platinum status. no acknowledgment of lifetime platinum. I felt unappreciated and unvalued.
September 11, 2016