Rated 3 out of 5 by IB07 Good location, a bit out-worn
The hotel is obviously not one of the newest ones, but still has good things to offer. It's perfectly situated between the Central Park and the Times Square, the beds are amazing, the club lounge was good as well and the internet connection was high speed indeed. We weren't really impressed with staff responsiveness, especially around the lobby bar, it felt like the staff is being forced to work there against their will. The other thing we definitely didn't appreciate was the bunch of human hair in the shower when we checked-in.
October 4, 2015
Rated 1 out of 5 by Unsatis2015 Unresponsive
The room was too dark and the staff was unresponsive. it took 2 days to fix a small problem.
October 3, 2015
Rated 2 out of 5 by CynthiaJ Shockingly bad staff
Basic Sheraton - no issues with facilities.
Our issue was with the majority of the staff we interacted with during our stay.
We asked for our room to be de-feathered prior to our arrival and we confirmed at check in.
Later around 11pm when we were going to bed, I was starting to get blotchy and become itchy. We then noticed was a feather comforter (with actual feathers coming out) and it had not been removed.
We called the front desk and was informed someone would be coming up immediately to remedy the situation. Yadda yadda yadda 3 calls to the hotel from our room, 1 call through my cell and 2 in person visits and we finally got someone upstairs to change the bedding out 2 hours later around 1AM. Rude and inept staff.
September 28, 2015
Rated 5 out of 5 by Verified Reviewer Check in experience
On my check in for second stay August 25 evening, I waited in line behind an Asian gentleman. When he finished his business with the lady clerk (Marylin) I stepped up to her. She looked at me, frowned and snapped "I am not ready yet!". I asked her so what do I do and she waved me off with her hand and told me to back in the queue until she called. When she did I refused to go back to her and checked In with another clerk.
September 27, 2015
Rated 2 out of 5 by Mary123456 Check in is not 3 pm....very disappointing
Check in starts at 3 pm...this does not mean that you will be able to check in at this time. At 4:15 pm, room was still not ready. I had to downgrade from a king size bed to a queen size if I wanted to check in at 4:30 pm. I was not given a discount or incentive for my trouble. Although room was paid for months in advanced. 2 couples in front of me were experiencing the same trouble. I have stayed in many hotels, and check is 3 pm and room is always ready by 3 pm. Very disappointing .
September 8, 2015
Rated 5 out of 5 by Couple6062 Great Labor Day Weekend
This was our fourth stay at this hotel - the location and accommodations are wonderful! From curb side reception to staff on the club level ( Mohammad remembered us from our last visit!) we felt welcomed and valued.
September 8, 2015
Rated 5 out of 5 by Smile4ever Guia/Reception
Guia is a wonderful person and perfect for the customer service job she holds. It is because of people like Guia that make me and my family return to The Sheraton year after year. She is very friendly and accommodating, which is extremely refreshing. Because of Guia, our experience from the time we booked our reservation, and throughout our stay, was a pleasant one. We look forward to seeing Guia again next year!
September 7, 2015
Rated 1 out of 5 by BarbsM51 I would NOT recommend this hotel
I am a gold SPG member and got minimal special treatment- no upgrade, no late checkout, no high floor- they told me there were no club level rooms yet the person in line right next to me who checked in after me got an upgrade! Although this hotel was recently renovated, the rooms were painfully small and my view was another building- couldn't even see the sunny beautiful day- the tiles in the shower/ bath had mildew on them too. I could go on but suffice it to say I will not be going back there. I changed hotels after the first night. I love Sheraton hotels but this hotel does not make the grade :((
September 7, 2015
Rated 2 out of 5 by jarlap Extremely Poor lack of concern from AV people
We just completed a 47 nation, medical/surgery conference as returning customers to this property.
The audio/visual support for this event was horrific! The personal would huff and puff every time they had to get out of their seats to help. No knowledge of Apple products, no suggestions for help. Images of poor quality, would not even get out of their seats to adjust lights during the different talks, the techs had to be instructed to set up microphones for discussions, etc... In my 25 years of attending multinational conference this was by far the WORST experience.
September 5, 2015
Rated 4 out of 5 by Kenny37 Great Location
I like everything about my stayed at this location,except; I got charged for 3 orange juices, one per day for 3 consecutive days. I usually stay at the Sheraton and W hotels all the times and have no problem. I knew there is a censor on the minibar, thus: if you open that door its will automatically charged your credit card so stayed away from that and don't even touch it, but still got charged. So I called and speak to the accounting person at this location, she gave me the credit back,but she made me felt like I was a liar and trying to scam them 3 juices. I am sorry but If i have the money to paid for saying at this hotel then i can afford to paid for these juices if I did took it. Perhaps, management need to speak to who ever cleaning up my room for those 3 days because I was the only one in that room and I was not in my room from 9 am to 6 pm. so who know what happened there.
September 3, 2015
Rated 3 out of 5 by KatieF301 Internet was out
When I checked in the internet was out. Then when I woke up in the morning the internet was still out, which was a big inconvenience.
August 31, 2015
Rated 5 out of 5 by izzy2303 Staff was amazing!
I stayed at the Sheraton for a work event and they took fantastic care of us. They helped us coordinate dinner spots and car reservations. They even helped my boyfriend and I celebrate our anniversary while we were in town! All of the staff was friendly and incredibly helpful. I will definitely be back!
August 30, 2015
Rated 1 out of 5 by Kelly91 Hotel
I went into my room and it smelled so bad from the wet curtains. They however did come in and change it even though it took awhile. Also, I gave $50 cash for my hotel deposit stay. I called a week after gave my information to a woman from the front desk and she said I would get the check in the mail within a few days. 1 week has passed and nothing came in the mail. So, I called again today and they can't do anything until next Monday. I'm very upset.
August 28, 2015
Rated 5 out of 5 by Duck01 Another great stay.
Stayed 1 night for a reunion with friends. Bethy at the front desk was outstanding. She and Sonya, Exec. Admin,, helped secure a great room that made our night complete. Thank you to all the hotel staff.
August 28, 2015
Rated 4 out of 5 by santri1969 Excellent location but very large & touristy
Great times square location but a very large & touristy hotel given the location. Not much SPG recognition depiste being lifetime platinum with ambassador status. Property needs a revamp.
August 23, 2015
Rated 5 out of 5 by VTomS Great summer weekend stay
This hotel is in excellent location, the E subway line (airport direction) is just around the corner.
SPG Gold benefits have always been recognized.
If you are lucky, you may even get a personal welcome like I did by Matt C from the reception.
I am looking forward to return!
August 18, 2015
Rated 5 out of 5 by Duck01 Outstanding Customer Support
Made reservations for my daughters stay on 8/9/15 and had special requests. Dealt with Sonya/Exec Office who was OUTSTANDING. Everything was perfect and we attribute that to Sonya's hard work and attention to detail. I would recommend this hotel to anyone who is planning a special visit to NYC.
August 10, 2015
Rated 5 out of 5 by Elevation Night on the town
What a great location to base an quick hit of the Big Apple from. The hotel was insanely busy, but what was impressive is how attentive and welcoming the staff was despite all of the surrounding mania.
August 3, 2015
Rated 5 out of 5 by jskjolda Great Customer Experience
Great location, beautiful rooms and great staff willing to help and go the extra mile.
July 29, 2015
Rated 4 out of 5 by Wendyk Great Location!
Clean room, comfy bed, quiet, and great location!
July 28, 2015
Rated 5 out of 5 by AlanDC Club Staff
I have been staying at the Sheraton NY Times Square over many years and in its many incarnations (I recall one transforming renovation from 1990-91ish!) But I can not think of a time when the service I have received is at a par with the incredible level I experience in recent visits. What I constantly experience is "above and beyond," and by everyone. One example. We frequent the Sheraton Club Lounge on the 44th floor and I never fail to be warmly welcomed and greeted. Muhammed should be particularly singled out. He will often ask about my daughter - who I am betting he met exactly once! He must do something like this with hundreds and hundreds of other guests. The Sheraton NY has a great team and it my favorite NY Hotel.
July 23, 2015
Rated 1 out of 5 by Hindarta Being Offenced by Front Office
On 23rd Jul'15 at 1pm, I was being offenced by Front Office Manager Ms.Julie for her fault by spoiling my Birthday Package, which she had forgotten to deliver to me since 17Jul'15. Then she refused to responsible, instead she offenced me by saying that I also might not be paying for my room since I'm Starwood Friendship Preferred, and she asked me to move away from the Front Desk, because she wants to attend other guest behind me.
But actually, she had forgotten to deliver my birthday package and I also paid fully already for my room by cash ( 1 hour before Julie humiliated me).
This is Crazy and ridiculus, and I really can't accept her offence.
July 22, 2015
Rated 3 out of 5 by AlwaysTravelingForBiz Busy, no restaurant, disappointing lounge
The hotel has a great location and I earn Starpoints. The rest is not great. Rooms are small as expected, but upgrades for Platinum guests don't ever seem to get a better room, just a higher floor.
I have had to call multiple times to get housecleaning, or get laundry picked up, etc. Often with hours of delay. Wifi is unusably slow, so is the wired internet connection.
It would be really nice if the hotel had a restaurant other than the tiny cafe that does the breakfast buffet.
The hotel is huge, and always very crowded with tour groups, often noisy. It doesn't bother me much, but it's worth knowing.
Lastly, they charge you to hold your luggage after you check out, which I find totally unacceptable. Retrieving the luggage is very slow, as well.
July 20, 2015
Rated 5 out of 5 by sunny9 Excellent Customer Service, Most Comfortable Stat
This property should be the poster child of customer service across the SPG hotels. There was a slight mix up in my room by the front desk agent and the concerige desk including the managers came to my rescue and made sure my stay was comfortable. The club lounge is perfect and has a great view. The fitness center is also one of the best I ve been to. Just an awesome great experience. 5 ***** stars for this property and the people who work here.
July 14, 2015
Rated 5 out of 5 by Mattie203 Quiet,Convenient, accomodating hotel.
Concierge level is beautiful with vistas that make your morning and evening Manager's reception delightful. Staff there is wonderful with children. Improvement needs to be made in variety of food from one day to the next at the evening hour and to add some hot or warm foods to the evening selection. If you stay three to four days, the selection is the same in the evening. Breakfast was superior! The rooms are small and clean with excellent vistas. Like your going green! Sit in the lobby and look out on 7th for an interesting down time!
July 14, 2015
Rated 5 out of 5 by barbara66 very impressed great features
Very clean and comfortable, staff were very helpful, checking in was very quick and efficient. The only problem was my husband had to struggle getting our luggage to our room. Would recommend this hotel.
July 13, 2015
Rated 2 out of 5 by tszk no good
I found someone's hair on the floor in the bathroom. Need more cleanliness
July 9, 2015
Rated 5 out of 5 by JaBree Another great stay!
Just a quick note to express my thanks to the staff for another great stay at the property.
Rinad was fantastic in working with the Ambassador Team in getting a Your24 secured; the items that I had left last time, and were held in the lost and found, were whisked to my room, and additionally, I had a great interaction with Radmilla from the Front Desk when I called down to get the lost and found items delivered – she ranked extremely high on the friendly, courteous and taking the initiative scales, she took ownership, and got it done.
Bottom line, great hotel, great team, and I look forward to staying here again when I am in NYC next.
July 2, 2015
Rated 5 out of 5 by Bluesky99 Very impressed
My family stayed Sheraton for the last weekrnd. Very comfortable beds, bright clean lobby, good services, and convenient location.
June 29, 2015
Rated 2 out of 5 by ThinwingFlyer Poor service; baggage/bell desk is a disaster
I travel a lot. Top tier in two airlines, million miler on AA and Delta, and top tier for two different hotel chains, (but not SPG). I almost never complain and have a LOT of experience to compare this Sheraton to, but I'll make an exception in this case.
Arrived today with the family to attend an event held at the hotel. Rooms weren't ready at 3:30, might be another 1.5 - 2 hour wait, so ok, asked the bell captain to store the bags. Were told we had to take the bags downstairs because they didn't have storage available (!?). Really? Standing there with two kids and 8 bags to store and I have to take them? Later, room is ready,called to the bell desk to request the bags be delivered to the room. No can do. You have to physically GO DOWN TO THE BELL DESK and hand them the ticket. Bell captain says by way of explanation that they are a separate company not tied to the hotel. Not sure why I care about that and it explains nothing. Are you worried about me trying to steal someone's luggage? Because I think you know what room you're delivering to and to whom it's registered.
Specifically reserved a refrigerator for the duration of the stay. Called down to inquire about it...*probably*, might be able to get one to us, but can't guarantee it, or when, even when it was absolutely specifically reserved 4 months ago. Requested a high floor room, again, 4 months ago, not available (not a big deal, but nothing requested in advance was delivered).
Collectively spending over $5k at the hotel- just for the rooms, just during this stay -, and service and organization are pathetically bad, beyond disappointing and flirting with disgust. This isn't one of those episodic, you caught them on a bad day service issues, this is core, institutionalized bad service.
To be balanced, registration staff was very friendly and tried their best. Rooms are clean but rather smallish.
June 28, 2015