Sheraton New York Reviews

They charge a destination fee. Something like a resort fee. This was a surprise.

Recommended 100%, everything close, excellent treatment. The best option to stay.

Checked in to my room and there was a cockroach in my bathroom next to all my toiletries .

This is not my first experience , and I have numerous times talked to the management in the past . Bathrooms are frequently left unclean , and smelly . But it seems they are too big and their management does not seem to care much about their members.

I m an elite member and travel every week , and surely this will be my last stay here .

Please please stay at another hotel in the area, you can find a much nicer , cleaner hotel with much helpful customer service for our money .

Trust me I have stayed over 50 nights here , and this is my last stay here so please find yourself another hotel.

I Got a great deal on this room and still was pretty unimpressed with the room itself. The bed was hard. The parking was a circus and charges a stupid amount at 25hrs vs 24 so beware.

View from the 41st floor down to time square was cool.

Staff was very friendly.

Great location and nice rooms for a conference event. Slightly off configuration of the halls a bit constricted. But great experience/staff.

Additional Fees Destination Fee $ 30, Distance to Times Square, not many hotels

Pretty expensive, but great luxurious environment. Really makes you feel like a diamond in the rough of NYC

Stayed here in a large group.. We reserved nearly a year in advance, and 70 people didn't have a room on the first night. There was well over an hour long wait to check in upon arrival. Some within our group waited for 5+ hours for their rooms to be "cleaned." In addition to that, room keys were completely useless - they hardly if ever actually opened the rooms. At Midnight, after getting locked out of my room for the third time (key stopped working again), the concierge left and there was literally noone to let us back into our room until the next shift started at 12:30. At that point there was a long line of people trying to check-in/fix other issues. We reserved many different conference and ballrooms at various times, and there were multiple issues with internet connectivity and sound, also we were kicked out of ball rooms on multiple occassions. There is NO pool at this hotel, although it says there is on their website. There is no free wifi anywhere in the hotel, contrary to what we were told upon reservation. The rooms are very small, and seem to have issues with climate control.

The only time I've experienced customer service similar to this level was when staying at a cheap motel in Mexico, but that service was much better, and I believe that motel was sued for their poor service. All in all, this is a terrible, terrible hotel.

The room was nice but could not get any cool air so room was never really comfortable. Water pressure was weak. The parking garage attached was awful for $52.00 a day. They Do not allow a call ahead for pick-up so we waited over 30 minutes for car. Staff in hotel was nice and helpful. Location is great

The only glitch was at check-in. They had only two people working the registration desk at the busiest time of the day, CHECK-IN TIME. It took forever. The two people were nice but there was no acceptable reason to have at least six other stations empty. It took upwards of ten minutes to check some people in. Not acceptable and as big as this hotel is, they should be able to do better. Two young ladies came out and walked the line welcoming us and saying that they would be with us shortly. Cute but it does not resolve the issue.

Arrived at 8pm they said they still had no rooms and asked me to waiting for hours. Extremely rude staffs in the frontdesk. Charged me twice and said it was a system mistake

Great location for those who want to walk around, good service. The structure is dated but the price-to-service ratio is definitely advantageous.

Have stayed here many times. Clean, good beds, excellent, friendly, helpful personnel.

Great accommodations for the price and right near Times Square. Only problem we experienced was long check in times. It took about 30 minutes just to check in.

Great location near Time Square. Comfortable, clean, friendly staff and good NYC price point.

Vintage rooms, good breakfast (very expensive). Small bathtub

Good place but rooms are very pricey. But then again, that's expected for midtown Manhattan. Otherwise good place for conferences.

The hotel is clean, perfectly located. Note that you may wake up by the cleaning staff not super discreet, otherwise r.a.s.

Good hotel but some of the rooms location can be disappointing and quite expensive which is expected from a hotel in Manhattan!

Best hotel in NYC...location n employees service are GREAT

Gorgeous hotel, neat elevator system. But the mini bar was ridiculously overpriced

The customer service overall was above average - everyone was nice, but I had issues with my room #2137, 21st floor, (clogged tub, room phone not working, temperature control broken so the room stayed hot). Also, rusted screws in the shower.
Maintenance showed up approx 8:30AM and said he would arrange for room exchange. After waiting approx 20 minutes, I went down to the front desk and found out that they were not aware. I shared my situation and there was no sense of urgency and I ended up waiting in my room approx another 30 minutes before I went back to the front desk and demanded to speak to the Manager.
The Manager (Asian gentleman - apologize, forgot his name) was very professional and accommodating and helped with the transfer, but I was moved to a smaller room.
He and the Bellhops were the Best part of the stay.
Not a hotel I would visit again.

Excellent hotel and great experience with attentive staff. I discovered a minor problem with my room, reported it to the front desk, and hotel maintenance was dispatched promptly to fix it. Things break, so you can't reasonably expect perfect every single time--but they sure got after things quickly to make sure everything was fixed.

This hotel needs to be rated 0. The staff behavior was unprofessional at the front desk. Very bad service you will receive if you will stay at this hotel. They charge you for bag storage even if you are staying with them. I don't recommend anyone to stay at this hotel. There are other hotels near by were you will get 5 star service.

The new elevator system threw me off at first, but I've really come to enjoy the setup. It made getting to and from my room much quicker and easier. I really liked how it assigned elevators so there wasn't any concern about other guests "fighting" for a spot on the lift.

Watch for the gratuities already added to the check in the restaraunt

Went for a quick refreshment. Service was good, decor felt a little dated.

It does what it promises in the price of a 4 star old hotel in good condition and cleanliness. Great Location.

Have never experienced such a rude and obnoxious desk Agent. Immediately upon arrival Joy told me everything she couldn't do for me with regards to my reservation rather than what could be done to make our experience enjoyable. We left without even staying and would never consider Starwood again. If she's the best they have we will pass.

Walked an hour from Pen. Station & our room with 2 beds wasn't ready at 3 pm check in. Then 1 1.2 hours later of sitting in lobby offered a much more expensive room- it's not ready either but will have 2 beds. Bell man would not let us take our own luggage & threatened to call security. NEVER. AGAIN.

They charge for Wifi like $15 a day! The staff are very nice. The elevators are a nightmare, but they are developing a new system. People were upset that we had gone through a travel agent, and we didn't get any Marriott points because of that. There are many restaurants and shops and shows nearby and you can walk to Times Square and Rockefeller Center easily.

Come here for a 2 star hotel experience!

Checking in - I had already checked in on the Marriott Bonvoy app, yet when I approached the front desk, they could not verify my reservation. This process took 30 mins while I stood there tired and jet lagged from a 15 hour flight.

Room - Small and dated. Not enough lighting. The whole room just looks yellow and dark. My room smells moldy in particular.

Amenities - There is only one bottle of complimentary water per day. At this point, I m so shocked at how basic this 4 star hotel is. I m not sure if this is what people expect at a 4 star hotel, or that I have been spoiled by Sheratons in Asia. There is barely any amenities. I had to call to order toothbrush, toothpaste, shower cap, slippers... Oh and they give you tea bags, except good luck trying to make tea. There is no water kettle even if you ask front desk for it.

Staff - rude and under trained. I highly suspect a few of them are racists too. They were extremely rude to the Japanese guests checking in. My colleagues and I were here for work so we had no choice but to stay here. When we made requests, we were quickly dismissed, until we insisted on speaking to managers. There are three staff in particular who kindly came to our rescue - Sheraton you should be thankful you still have good and competent staff left here. They deserve recognition amidst this very poor experience: Bentley (manager), Radmilla and Jake (guest relations)

Pricing - the average price on third party websites are around $150 per night. Yet our company was charged $350+ per night by booking directly with the hotel. How ironic is that?

Clean rooms. Friendly staff. Lounge is available for Platinum members. We worked from here each morning and most afternoons. Will recommend.

In spite of NBA All Star Game centered at Times Square Sheraton in February 2015, the attentiveness of the staff to an ordinary art professor attending College Art Association could not have been improved upon.

Stayed here and the Marriott Marquee and like the Sheraton more.

Great location close to everything from stores to central park.

I stayed here with a friend. Let's just say I'm normally a Sheraton girl. My family uses their hotel chain across the country. So I jumped at the chance to stay here. Even though I was staying at another extremely expensive hotel blocks away. I was a bit disappointed by their look. Sheraton needs to really update their looks. It wonderful that they want to maintain and appearance of grandeur. Please let it be of this century. The room was very nice I must say. The beds are firm and comfortable. You don't get those itchy bedding that are somewhat of a norm in other hotels. The bathrobes are a nice touch. Their customers services members made me feel like I was in a very high end hotel. I love the Sheraton family friendly appeal. Their gym is very nice if you haven't got time to go elsewhere. It's a few minuted walk to Central Park. Which makes the price well worth it. If you are visiting the park or many of its other attractions. I guarantee you won't go home empty handed. Make sure that you visit the new mall. Conveniently across the street from the park. You will love its great prices. Very high end stores are located here.

The rooms are comfortable, but on the lower floors I was worried about traffic noise.

Good place fo an event. I didn't book a room, so can't speak to that. Lots of restrooms and modern elevators. Subway is on the corner.

Got a nice deal on hotwire and was actually quite impressed. Room was very nice and extremely clean. Location couldn't be better.

I had a handicap room since I was in a wheelchair. Excellent room and help

They serve the guests very well the service is very well excellent view and the rooms are excellent follow thus 100% hesmosas

Asked for dining set (spoon, fork, knife, and plate). Called 2 times and been waiting for 45 mins. Still not coming. Is this a five star hotel? front desk and restaurant staff serve with bad attitude. The only good staff are bellman. I guess big "sheraton" name is the only thing they're holding now

We enjoyed our stay. Service and the condition of the hotel were excellent. The location for our trip was fantastic, close to the main areas we were interested in time square, 5th Ave, grand central, Central Park etc. The hotel is very big and very busy, so you you want a something quite for your trip this is not it. We didn't use any of the services except the club lounge. Wednesday and Thursday it was great but Friday it was too busy. Wifi was great for work at least on our floor and the lobby.

Location is very good and near times square and amenities are pristine. My one negative is God awful wifi. Was not fast enough to even sign on to their own network!

The small threadbare NYC rooms can be a shock to the international traveller, but good location and hey, it's New York.

I gave this hotel five stars because EVERYONE was so nice, me and my husband felt very welcomed, it was a super clean hotel. House keeping does an amazing job!!! They provide you with complimentary breakfast and lunch both are delicious. Room service is to die for.
I ve had the perfect experience here, i don t have 1 complaint about this hotel.

#Perfect

If you re going to NYC and you don t book
The Sheraton Hotel you have already made a bad choice lol

The location might be descent, but this staff was no human.
My 4 years old had to go use restroom badly, and we happened to be in front of the hotel. We went in asking to let us use the restroom. But they said NO. They said the restroom is only for their guest with the room key.

We understand their policy. But what if your child had an accident because some adult were mean like that??? True pro would have warm heart.

I stayed at this hotel recently and everything was just wrong! I was promised a room with a nice view of Times Square and that it would have a walk in shower. My room had no view, it was small, and the it had a shower/tub combo. I got nothing I was promised over the phone when making the reservation. In addition, my room was filthy!! I had long brown hairs everywhere, the toilet was nasty, the desk area was covered in dirt dust and other things, and to top it off my bed was dirty from the previous guest. I have NEVER experienced anything like this and I travel often. I m including just a few of the pictures I took. This was wrong and the Sheraton needs to make this right!

Beautiful hotel. Lobby is large and open. Helpful staff with lots of taxies out front. The sky lounge on the 44th floor gives amazing views of the NYC skyline and of Central park.

It was awful. Hotel expensive, bad and lousy service.

Awesome. Super central. Very good option to stay in New York

I was there with my dad since that's where delta employees stay

Room was comfortable and quiet (17th floor). It was right next to the elevators, and there was less hallway noise than I expected.

Wifi connectivity in the room was spotty at times, but only a minor inconvenience.

The new elevator system they're installing makes sense on paper, but currently seems a bit inefficient. There are no "floor" buttons in the elevator cars. The lobby and each floor have master elevator call panels where any number of guests input the floor they want to go to and the system determines which elevator you (and others with similar destinations) ride in. The biggest challenge is that the system doesn't know how many of you there are, or how much luggage toy have etc. "Normal" elevators don't either, but in this queued system, it FEELS like you sometimes wait longer than normal, only to be greeted by a full car, starting the process over. It could just be perception, but now you've been warned.

Attended a conference here and had a lunch and breakfast catered by the hotel. A good variety of tasty food, for hotel catering.

A bit old and overpriced for the standard. Breakfast buffet costs almost $ 40 and is absolutely not worth the price. The service was ok.

The only reason the hotel even gets a star is because it is located in the perfect location. We arrived at around 8am so our room was not ready, which is understandable as check in is not until 4pm. We were told that we were going to be notified when our room was ready. We were not notified, I had to call for myself to ask. The room was a little too small (it's NY so I get it). The bed was very uncomfortable to sleep on and too small for two people to even sleep comfortably on. The walls were too thin, most power outlet's were too loose, bathroom was waaaaaaay too small and outdated. I honestly did not have much of an issue with any of that, I really didn't. The one thing that really got to me was their unprofessional way of dealing with the following: When we checked out, we were told by the reception desk that we had a certain amount of credit to use (due to the destination fee or something like that). We decided to use the credit at one of the restaurants inside the hotel. I was told by the restaurant that the front desk would deal with charging any difference in cost to my card. Well they ended up charging my card for the entire amount. When i checked my account I also noticed they had charged me incorrectly (a lot more) on other things as well. I called them, spoke with a manager who then told me that it would all be refunded and that I should have only been charged a certain amount. Later on I noticed that I did get refunded...but only a minuscule amount of what they were supposed to ACTUALLY refund me. Long story short, it has been over 3 weeks and I have called them 4-5 times already to try to get this issue resolved. They keep telling me it'll be refunded and this and that but nope! So make sure you check your accounts after check out because I am sure this has happened to many before except they have not noticed! Needless to say, I am extremely unhappy and do not think I will ever be staying at this particular hotel.

The room was dirty when we got there. Requested to have our rooms cleaned in the afternoon 2 days because we slept in on our holiday and house cleaning never came. Every time we showered there was no fan so it would be really foggy for a couple hours and smelt musty. The beds were super uncomfortable and you could feel the springs while you slept. there was no blankets - just sheets (worst sleep of my life). I thought the waters in the mini bar were complimentary as every other hotel chain we have stayed at has free water (13$$ for one bottle and we had 5......that's 60.00) I was so angry. We ordered room service and the mini ketchup bottle was broken and cut my hand...spoke to the kitchen manager and he was the only person great to deal with in your hotel (I believe his name was Mathew.) I am just so disappointed with our stay.

Very good, typical hotel sheraton, comfortable and well equipped, very good location

Great hotel, with very clean rooms and lots of friendly staff. The rooms are decent sized for New York, although the bathrooms are a little dated. I also wish they would update the televisions.