Rated 1 out of 5 by jinnyLA not pleased with service
arrived from a red-eye expecting to have room ready to freshen up before meeting. no room ready, couldn't find reservations. staff unhelpful, unapologetic, and borderline rude.
did not recognize SPG status, offered nothing in consideration. room was small with a bathroom you could barely turn-around in. Overall poor experience.
June 19, 2012
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 2 out of 5 by ZWLB06202013 Stay
at the Time Square location
August 22, 2014
Rated 1 out of 5 by Terry17 Baggage fees at hotel????
We arrived 9/22 for a 1 night stay. The Clinton Global Initiative was at hotel, so to say the hotel was overrun would be kind. Went to the SPG Preferred desk (gold members) there was a customer being helped and 1 waiting in front of us. After helping the customer at desk, the employee left , we waited a few minutes then we got on regular line. After we were through being helped we saw the same customer was still waiting for "Preferred" help.
We get to our room 3515 the keys do not work, back down we go. While we were dressing the next day my husband sat on couch, he called me over the entire dust ruffle
was stained we are not sure if it was vomit or red wine....disgusting in any event. Instead of getting a late check out we decide to check bags. We go down to the bell hop who RUDELY informs us go to 6th floor we don't check bags. We go back to the 6th floor (note there are NO signs in room or elsewhere to advise you of this). We then find out there is a $3.25 fee per bag!! Is this new or just a way to make $ off conventions? Of course there were lines at every counter so there was no one to talk to. This hotel is geared towards conferences but seriously bag fees? No customer service to be seen anywhere as a Starwood member this hotel ranks very low. Would not recommend at all.
September 25, 2012
Rated 1 out of 5 by ALEX51ARG LOUSY RESERVATIONS
This is the SECOND time my reservation was misinterpreted. I arrive always early morning so book AND PAY the night before so as to have room ready. FRONT DESK finds a free room doesn´t care reservation is in place an PAID and just goes and uses room. I arrive early morning after long 15 hs flight and my room is not available (NO FREE I AM PAYING EVEN NOT USING THAT NIGHT) and nobody can fix the problem until you go thru very rough discussions with mgr on duty. Repeat this is the SECOND time this happens.
November 22, 2012
Rated 3 out of 5 by hon31 Hotel Amenities
Our room was adequate but the bathroom was incredibly small with very little counter room. shower was weak and we could not get really hot water at any time. Trying to print boarding passes was a giant headache with no printers working or without ink to print. Finally got a girl at the desk to print info so we could get passes at airport. Cab service was good and convenient. No internet in room unless you pay $15 daily and they charge $3.25 to check baggage if you need time before you leave. Few hangers in the closet for hanging clothing. We have stayed in much better places for less and had much better service. Will not return to this hotel when we go back to the city.
December 3, 2013
Rated 1 out of 5 by Drews Terrible Hotel in a Great Location
I experienced two major problems, one related to an unacceptable room, the other incompetent service.
The hotel is in the middle of renovations. The unrenovated rooms are small, dingy, and are filled with old, outdated furnishings. They should not be listed in the same inventory as the new rooms for the same prices, it's just not right.
So yea, the rooms aren't great, but here's the real problem: only half of the hotel rooms have climate control systems, the other half have been switched over to heat (the AC is off for the season). Thus, on an unusually warm evening in Manhattan, no AC means the room is very stuffy. I called down to ask them to turn on the AC. They told me that they couldn't and that the whole hotel was switched over to heat. Of course, now I know that was a lie, since half the hotel has been renovated. But they didn't tell me that on the phone. No, they told me I should just open a window. But of course, being blocks from Times Square, an open window at night means you might not be hot, but most definitely will not get any sleep from the traffic and construction noise going on outside. So they finally said they could bring be a fan, and I said sure.
Now, onto service. My call down was around 1130PM. The fan arrived at about 1:30 with a loud knock on the door while I was already in bed. That's really unacceptable under any circumstances.
Shame on this hotel, never staying here again.
November 11, 2011
Rated 1 out of 5 by Antonio Is this the best Starwood has to offer in New York?
The name of this hotel is The Sheraton New York ("& Towers" has been dropped from the name. We requested early check-in & for 1 pm a room upgrade. On arrival were told our room was not ready! Returned at 3:30 and were assigned to Room 4541. Room was a standard dbl - no upgrade. The club lounge was overcrowded and there was no attendant on the weekend. I asked to switch our Plat amenity to breakfast vouchers and was denied. Then I discovered the Sheraton unilaterally redeemed my points for a dining credit! This has now been reversed, but it left a very bad taste. Is this the best Starwood has to offer in Manhattan?
May 26, 2013
Rated 1 out of 5 by meg53 Feels like you are still at the airport
When i pay $440 for a hotel room even in NY, I expect to be treated better than I do at the airport. Waited in line 30 minutes to be told no room was ready. then paid $3.75 for them to store my bags for the 4 hours it took for them to get me a room. Of course, I had to wait in line 10 minutes to check my bag. Then I had to wait in line another 20 minutes to ask about my room again. It was ready but then another 10 minutes at the bag storage area to get my bags. Unbelievable! The room was fine once I got there but being treated like a herd of cows prior to getting there was not worth. I will never stay there again.
May 21, 2012
Rated 1 out of 5 by 2012katie No flexibility with client needs
Both check-in and check-out processes were stressful - with just 3 rooms & 6 people. Internet system (used to pull up information) is limiting staff to give faster service, to pull up client requested information, and the inability to respond to client concerns. Without the flexibility or genuine willingness to listen to a client's needs and situations, you will lose clientele. Also, our room was connected to another room (via a door) and noise carried through, which made it hard to rest.
June 5, 2012
Rated 2 out of 5 by Canadadude This hotel needs to improve service
This hotel needs to improve service. It was probably way understaffed which is odd when they knew it was full. I was on the Club Floor and the Club Lounge was the worst experience I've ever had: the lounge was dirty (food on the floor) and the food pickings were very slim. There was marginal improvesment over my 3 day stay. Unsightly dirty dishes in the hallways for over 24 hours is unacceptable
August 18, 2014
Rated 4 out of 5 by FJP4 Great location
In between Central Park and Times Square. Easy to get to landmarks and museums on foot. Several nice restaurants in the vicinity. Staff were terrific - they surprised my daughter with a birthday cake on her 16th birthday. Thank you!!
August 20, 2014
Rated 5 out of 5 by Rvkplat Excellent Hotel!
I stay at this property several times a year and have always had outstanding stays. The staff really cares about the level of service you receive. The rooms are in excellent condition. The club lounge is one of the best in the Starwood system. Zoe and her staff really care about providing excellent customer service. I have never been disappointed when staying at this property. I have stayed at many of the Starwood properties in NYC and this is my first choice when traveling to NYC.
February 26, 2012
Rated 1 out of 5 Below expectation
I fly from hong kong to NYC to spend weekend, all I want is a king size bed high rise room, but when I get there I was told the toilet was broken in my room and they can only give me a low rise double room, or I could wait in the lobby for two hour until they fix it?! And the receptionist was not nice at all after all these. I try to argue and she became impatient and had no smile all the time. Finally I got to talk to manager to get it arranged. P.s. wifi for 15$?! No bath tub?!
September 18, 2012
Rated 5 out of 5 by OhSusannah Great location & value
Luxury accomodations right in the middle of everything, walking distance to so many great NYC sites & also any subway stop is steps away. My second stay & would definitely stay here again!
August 20, 2014
Rated 1 out of 5 by Jenn620 Not satisfied
I have worked in Hotels before and this was not acceptable. The man checking me in at the front desk was rude and did not even confirm how many nights I was staying! I had to wait over 20 minutes to even check in maybe you should hire some more front desk staff because everyone was complaining about it! Then I left my glasses in the hotel room and an english friend of mine went to pick them up and he was made fun of because of his accent by the hotel staff!!
July 25, 2012
Rated 3 out of 5 by Shayne Great Location, Nice Room, Just Poor Service
Everything was great with the exception of the front desk staff. In particular one person was exceedingly rude and condescending to questions and requests. I'd recommend the hotel, just don't expect much from the front desk.
August 19, 2014
Rated 5 out of 5 by bev50 fantastic choice of hotel
i stayed in this hotel at the end of november 2011 for 5 nights, it is absol;utely excellent the position is so close to everything 3-5 mins walk fromm central park, rockerfellar centre, times square 5th ave etc etc it is spotlessly clesn and the staff were very accomodating (although we didnt really need to ask them much)!! it is a safe area in the evenings especially for a group of females!11 definately would stay there again its PERFECT!! and well priced too
January 9, 2012
Rated 4 out of 5 by Detroit67 Great stay!
The reviews on the hotel really scared me but my I really enjoyed my stay!!
August 20, 2014
Rated 4 out of 5 by lbcm0968 Great location
Hotel is in a great location. Very clean, great staff
August 20, 2014
Rated 1 out of 5 by UserNameG Unacceptable
It started at check-in. I got in line behind 2 other gentlement in the non-Gold/Platinum line. That check-in was staffed with 2 people while there were 0 people in my check-in line. Each of us watched as people cycled through the Preferred line with not a single staff member even looking our way. Finally, after 30 minutes, the gentleman in front of me shouted for one of them to come over there.
To add insult to injury, it sounded like someone was using a jackhammer 2 rooms away. When I called Guest Services, they informed me that.they were removing scaffolding outside my window. No apology. Nothing. Good luck working from your hotel room when everyone asks you what that noise is?
May 28, 2012
Rated 5 out of 5 by Wickedweekend14 Great Choice
I was looking for a hotel in Times Square near the Gershwin Theatre. This was the perfect spot!. A room on a high floor facing times square is a must. The room itself was on the small side, but still comfortable given we were only there to sleep. Centrally located to Letterman, Radio City, Rockefeller Center, Gershwin, Times Square, etc. Not much need for cab and plenty to do in the area.
July 21, 2014
Rated 1 out of 5 by DS523 DOUBLE CHECK YOUR BILL
DOUBLE CHECK YOUR BILL WHEN YOU LEAVE.
I booked through Priceline and was charged one fee. Then saw on my bank account that a SECOND fee of $300+ was charged to my debit card from Sheraton. Apparently, there was a "credit card mix-up" and someone else's room was charged to mine.
THAT IS NOT 4-STAR QUALITY SERVICE. I'm told it's going to take almost 2 weeks to rectify, and no solution other than "sorry" has been offered.
July 3, 2013
Rated 1 out of 5 by FrustratedInNewYork Service let me down
When checking in for an Easter weekend visit to New York with my family, I found out only then that it was not possible for me to hire a roll-out bed to accommodate my family in a single room, even though my reservation indicated I could do so. Presumably, the recent renovations of the hotel rooms no longer allows for any roll-outs to be hired. I had to book a separate 'starwood ' room (lucky I had enough points in my 'Platinum' account to do so) to avoid cancelling my entire holiday weekend. And then, since our rooms were not available, we had to endure another frustrating wait in line to not only store but also pick up our luggage later, only to discover that they'd 'lost' one piece, which we ended up recovering after another anxious hour or so wait. Constant and lengthy line-ups for bag drop would discourage anyone from returning to stay here.
April 12, 2012
Rated 1 out of 5 by FRUSTRATED75 Continues to be a bad experience 2 months later
We arrived at the hotel on July 5th for a dance convention that my daughter was attending. I had made reservations in JAN for this hotel. Upon checking in I was told that they did not have a double bed room that I reserved that they only had a king bed with a chaise; so started my horrible experience. I told the girl that would not do and she went and got her manager Kenny. Kenny and basically says the same thing and I ask HOW if I reserved a room 6 months ago and you not have it. He told me he could try and explain it but it didn’t matter because they didn’t have it. He said it with such attitude and condensation that caused me to get angrier at this situation. He then tried to blame it on the dance convention we were attending and I told him that wasn’t going to work since it was SHERATON I had booked with. He told me it would be the next day before they would have a room with a double bed and that I would need to contact them in the morning and be in my room so they could get us moved over. We took the room they had and I left to join the group. Upon talking to another mom in my group she was told they didn’t have a room ready but that the housekeeping staff was behind and it would be ready soon and they offered her $50 off per night she was there. She and I went back to the desk so someone could tell me why I was told something different and why nothing was offered to me as a discount. Spoke with Kenny AGAIN and got the same answer with the same attitude that the other mothers witnessed as well. Lucky for me another mom in our group said that the room we got would be better for them and we were able to switch, NOTE I FIXED THE ISSUE NOT SHERATON!!!!!! The following say I called down to find out the status of the fridge we had requested since as well that had not been received. I had been told the night before that there was a waiting list and I should get one soon. Of course when I called down and spoke to an agent who got me manager on duty Luke he didn’t have me on the waiting list. He and I spoke at length about the previous night and how I fixed the problem myself and he told me they would allow me to keep my credit of $50/ per night. I laughed… ALLOW ME that wasn’t even a question anymore. He told me he would call me back in 15 minutes about the refrigerator. He did and told me it would be brought to our room in 15 minutes. 45 minutes later I call back down and get someone in “guest services” I asked to speak to Luke she asked if she could help and I said no I need to speak to Luke, She transferred me and I got his voicemail. I called back got the same lady and she gave me her manager who got on the phone and was yelling (the other mother with us in the room could hear her across the room) at me about how Luke shouldn’t have promised me anything. I said he did and she said well she would just get me the General Manager… Finally I thought… No, I got his VM so I called back to ask to have him paged or something and I again got the same “guest services” lady who told me, Ms we cannot just get him out of a meeting to talk to you I will leave a message with his secretary and she HUNG UP ON ME!!!! I grabbed me hotel key and set off to find the manager myself I was directed to the 4th floor and got to talk to him face to face.. He apologized and spoke very frank which I appreciated and I thought things were solved. We enjoyed the rest of our trip, got my bill before we left and saw that they would credit me and home we came… It’s now 2 months later and I HAVE YET TO RECEIVE THE CREDIT ON MY BILL!!! GO FIGURE… I would not recommend this hotel at all.
August 31, 2012
Rated 2 out of 5 by Salsero Would Not Let Me Check In
I had a reservation for 2 nights. The website said the checkin time was 3 pm. I got to the hotel at 5 pm and they said there were no rooms available. I was not allowed to check into my room until 10 pm so I missed a whole day. The front desk staff was not helpful. I had to complain twice the the supervisor (I think her name is Meredith) before I could get my room at 10 pm. Other people were in the same situation and were not happy.
September 6, 2012
Rated 5 out of 5 by Billie Customer Service
Unbelievable customer service. Everyone was friendly and helpful. Front desk, concierge, restaurant, doormen, etc… Our TV didn’t work and we reported it when going to breakfast and it was working when we returned. The location is great, central to everything. Ask for help and you receive. Prices were extremely reasonable for the room and it included breakfast. We have been to New York before and we will stay here again.
February 6, 2013
Rated 5 out of 5 by DARLA2014 great place
The room was very light while trying to sleep,as we could not get the electric blinds to come down.
August 19, 2014
Rated 1 out of 5 by imani66 This was my worst visit to NYC
I was truly disappointed with my experience at the Sheraton NYC Times Square and will never stay here again. The room was not ready; the two queen beds with a sleeper reserved online was not the truth upon checking in - we were given two double beds. Most of all, a hair brush was left on the window sill, the window sill was not clean and there were pieces of potato chips or fritos left behind a small sitting chair.
July 30, 2012
Rated 5 out of 5 by jslny wonderful service
a wonderful reservationist Alex Olpindo, so considerate of all your needs and polite and respectful to your needs. Covered all upon check in. Pleasant man.....
August 18, 2014