Waited almost an hour for checking in! They charge you an extra $28.69 destination fee . One staff told me I can spend the money in the coffee shop another one told me I can t. It s like they don t even know what s going on in their own hotel. The staff is very unhelpful and rude. They Even charge for bag storage. Such a bad experience! Will not come again.
The customer service is completely terrible. The service desk was rude and gave away rooms that we already started paying for because when called and said we were checking in late. Almost tried to not give us rooms and the two rooms we paid for we're together but the two we got are on opposite ends of the hall.
nice place, was on vip level but king room had no view and was tiny. little couch looked worn out and should have been recovered years ago. great continental breakfast great and space for members large and comfortable
Great location and close to Central Park as well as Times Square. Also near museums and classic theaters. Rooms are nice. Plenty of families seem to like it here.
Very nice hotel located within walking distance of central park, Columbus circle, Broadway, and several subway stops.
This hotel looked very nice when I arrived. It has a huge, fancy lobby and couldn't be closer to Times Square. That's where the perks end.
My stay there wasn't the worst hotel experience I've ever had - that I'll reserve for the Travelodges and Super 8s of the world. But it was pretty bad.
Where to begin? Let's start with the room. The room was tiny. It is the smallest room I've ever stayed in. Then there's the wifi. Not only does it cost an absurd amount of money, it doesn't even work most of the time. I had at least two full days when I couldn't connect to it at all. In addition, you can only have 4 devices on the network at any one time.
Can't forget the elevators. Oh, the elevators. The fancy infuriating touch screen that after entering your room number flashes which elevator you should get on for about 1 second, at which point you have to wait at least 10-15 minutes for said elevator to arrive. There are no indicators of whether the elevator has or will soon arrive. No light, nothing. When it does finally arrive, it will almost always be too full to get into, because for some reason there's only one elevator running most of the time.
Finally, there's the hotel staff. The reception and the concierge were perfectly fine. However, the maid was both annoyingly present and totally useless. Even with do not disturb up, she would tap on the door. If I left for class while my bf was there, she would harass me about when he would be leaving the room so she could "clean" it. Which takes me to my final complaint. The staff didn't seem to clean our hotel at all - I found the maid's glove, a hotel card, a pen, and a previous guest's panties in the room. They also never changed the ice bucket. They were knocking on our door at 8am the day we were leaving. I've never had that happen at another hotel - you wait until checkout time at least before you start harassing guests about cleaning the room. We also got three phone calls regarding checkout, before the actual checkout deadline.
The whole experience was sub par. I should have just booked an Airbnb.
Beautiful Hotel, very classy and nice. Room was a little small and the bathroom was small. Other than that, nice hotel worth the money.
Amazing location. 10 mins from Time square, 10 mins from central park.
Classy hotel situated in the perfect location for NYC stays. First class housekeeping too.
Nice place to stay in, however the rooms are quite small and they do not have double king rooms.
Did not stay here but only visited for coffe and once for breakfast.
Breakfast is nice /HQ food however very pricy.
The grand big hotel with a lots of amenities close to time square in NYC
Had dinner with friends at Sheraton Times Sqare in New York. The service was excellent but not intrusive. The food was very good and a member of my party with allergies needed to special order and the chef came out to make sure of his needs.
All in all it was a very satisfying experience.
Nice. Clean. Convient location. Slightly outdated interior
Honestly staying here was dreadful from the moment we walked into the room. The rooms are extremely small and you can see the dust bunnies collected on all of the air vents. They charge you $4 per bag in the bag check area (cash only) which is ridiculous considering how much we spent to stay there. Location is ideal if you want to stay near Times Square. I ve been to NYC over a dozen times and have never had such a bad experience with the staff. We had sat in the seating area outside of their cafe at a table one of the first nights and had no issue. The last time we sat there my s/o was eating a snack and a woman asked us to get up and go eat the snack somewhere else bc you can t eat outside food at that area. We understood and politely said ok, we were planning to get up as soon as my s/o finished considering that had three bites of food left. As he s eating the last bite two men come up to us and tell us we cannot eat there. I politely told him yes I understand, a woman just informed us no less than 30 seconds ago, he s on his last bite and we are going to get up. They continue to tower over us and rudely tell us that we cannot eat in this hotel, my s/o felt insulted as it was obvious that he was done with this food so he explained that we were guests and are going to leave in a moment. They continued to harass us and demanded that we get up immediately. It s upsetting that they treat us like some vagrants or something especially considering that we are guests at the hotel!! Don t suggest this hotel, they don t have a spa, they don t have a sauna. And they charge you $10 for the small FIJI waters in the room. Seriously a rip off. I m we ll traveled and have stayed in many places and this was just pitiful honestly. Shame on you Sheraton...
Terrible customer service. I called to check whether my reservation was canceled and whether it was refundable or not and they took 30 minutes to answer that simple question.
On top of paying the already outrageous prices in Manhattan, the Sheraton added a surprise "Destination Fee" of $30 a night. They also charged for many things I expect would be included in a hotel booking: no free WiFi, no breakfast (not even continental) included.
Good option to stay near times square, rooms are nice and comfortable.free WiFi
Great service, great atmosphere. Wish I was staying here.
Really nice hotel , employees were attentive and when I needed something from room service they were quick to provide
Overpriced for poor quality establishment. Resort fee is exhorbitant. Food is dreadful. One staff member Joy is a cold-hearted & unhelpful individual who made our stay unpleasant.
Poor customer service. Not even eye contact made which should be basic human nature, Stone faced. 2 staff at the reception and 1 staff from concierge desk . Their service was disappointing. Could not even get bottled water without being yelled. 2nd time the answer was " we don't have any more water bottles left". Surprise answer from Sheraton staff? I travel 5 times a year on international trips and always stayed in 5 star hotels. This time I came with a group of friends and had to stay with the hotel they booked. Never, ever will I stay in Sheraton ever again nor recommend to any one. I cringed waking to the reception due to their service.
Reception null and personal restaurant not as accuillant except the old lady I think it's the manager she's smiling
Ok hotel. It's a great location, but the rooms are very small, and the staff doesn't have much time for you.
Great location for this hotel! The lobby is really elegant, too. I was a little disappointed that the Club Lounge had been relocated to the ground floor from its previous location on the 44th floor where the views were amazing. The rooms were a bit on the small size, and this property is definitely dated. The bathroom was also small and smelled a bit musty. Service from everyone I met was oustanding! The breakfast buffet in the Club Lounge was ok, and the place can get a little crowded in the morning.
The hotel was very welcoming and had an amazing view
Great hotel in a great location. Right in Times Square and just a few blocks from Central Park make this a great place to stay. A subway station is right around the corner from the entrance of the hotel which makes getting around the city easy. The rooms are small but in very good condition. The only drawback is the elevator system. Long lines and long waits are not uncommon, but hopefully they have cleared this up by now (it was an issue in July 2017). Despite the elevator, a great place to stay!
The rooms were nice. Had a good view of the downtown skyline.
This hotel has a great location, within walking distance to Times Square, Broadway, The Empire State Building, and Central Park. The room was comfortable and clean. The so called "city view" was more the the bldg across the street, but we only went to the room to sleep, so the view wasn't important for us.
we arrived in the early am about 1:30am. exhausted from delayed plane. after checking in we found both our key cards dont work. i had to back downstairs to get it working again because someone keep hanging up the reception phone. our room cost 500 a night and yet it doesnt have free wifi and you have to pay to make a local phone call and yes this is in 2017. the room looks great but there is no master switch for lighting. i was surprised there is no paper napkins in the room itself but one in the bathroom. strange there is nowhere to hang a towel in the bathroom. the shower is really low, i am only 5'11 the shower is barely tall enough. the water pressure was bad even if you change the shower settings. worst of all the water is so hot that if not careful you will burn yourself. thenext morning we found out that my wife's room key is still not working. we went downstairs to get it fixed and was told not to place the key card near a credit card or phone which is just ridiculious, everyone has a credit card in their wallet. overall, what looks like a decent hotel feel very cheap the only good thing is the location. we will never return to this dump.
I drive a dump truck and we haul away there construction debris. From what I see they keep very good care of there rooms. They constantly are updating and upgrading everything.
Central; all of the staff were very helpful. A clean environment considering the large number of users
Nice hotel, great location, room was clean and comfortable
Very disappointed with the treatment received by this hotel. I have canceled the reservation that I had already paid, taking advantage that they cannot continue with my reservation due to an error in the price rate, an error on their part. A lot of hotel luxury, and a shameful attention. Notice because it can happen to anyone. They hide behind a law that protects in which they say they can cancel you and return the money. And so calm. But with that money now where do I book?
Despite being a fairly impressive structure, with nice meeting rooms, the hotel was planning to charge an incredibly high price for the conference organizers to be able to use Wi-Fi. Such a simple item in 2018 should not be so expensive.
Rooms are very clean and all facilities were maintained very well. Is walking distance to many sites such as: Times Square, Empire State Building, etc. Staff was very friendly and the check in process was very fast. Would definitely recommend staying here!
While the room was nice the fact the things that are normally included in hotel stays (In-room Wi-Fi, Fitness Center, etc.) were $10-15 per day.
Dropped in for the restroom on route to times square. Staff were polite and directions were simple. Lobby and restroom were clean.
1. Rooms look like a cheap motel rooms
2. There was a hair on the sheet - which made me wonder if it has been changed
3. The fridge at the mini bar was not working
4. About bed side phone: the receiver of the phone was missing. This might sound like a joke but seriously the receiver of the phone was missing there was just the body of the phone. I did not request for a wake up call because I did not want to walk to the other phone on the other side of the room the first thing in the moring
5. They charged me for a Red Bull on my folio which obviously I had not taken (as i said the fridge was not working). They took out the charge after I called them but I had to wait 10 mins to get to the rep. If you want to charge the guests for something, you should make sure that the room has everything first!
I'd rather stay at an actual cheap motel room than pay ridiculous amount and stay at a place that looks and feels like a cheap motel room.
The lobby was nice. Staying in the lobby would be better than staying in the room.
Disappointed.
Rooms are small, but I didn't mind since I was only there to sleep and occasionally eat. Employees are very friendly and willing to help. Amazing location! Only three complaints: the bar of hand soap was thrown out after the first day (it was still good, what a waste), the tables/sink didn't seem completely wiped down, and no fridge to store leftovers (fridge had snacks for an extra charge, but it is NYC lol). I would stay here again!
Fabulous location right at Times Square and near shopping. Most of the time, you can walk to the shopping areas. The hotel was clean, rooms a little small, but worth it. We were able to get late checkout. Eating at the hotel is very expensive, though. I paid 100$ for 2 glasses of wine, two soups and one order of sliders. Insane!!
Just about ok. Great location-walking distance to times square. Lots of elevators separated by floor heights, but still long waits. Fon't think it's because of the rush, just poor programming. Staff is ok- not super friendly as in other similar places. Rooms are smaller than I expected especially the bathrooms are cramped.
Exactly what I expected from a hotel in NYC. Small but comfortable rooms, busy hotel close to everything. Good value for a holiday weekend!
Beautiful hotel, room slightly small but very nice! Overall an enjoyable experience!
Excellent place, central and close to all sides your employees are very helpful and friendly, super recommendable
I expected better from a Sheraton in times square. My room wasn't ready till 10:00 p.m. despite having been reserved over a month ago and check in time being at 4:00 p.m. There's no lobby space for working or sitting, except for a members only lounge. The rooms feel a little cramped, which is probably to be expected in New York, but still disappointing. The gym is incredible and has a full weight room and a variety of cardio machines. The gym and the good location is the only reason I'm not giving this hotel one star.
We used the bathroom on St. Patty's. They were clean.
Christmas stay with the family.
Reservation made through a travel agency.
A little disappointed with the quality of the hotel : room for 4 a little tight, bedding leaving something to be desired (bed 120 for 2 adults ), dilapidated bathroom, lack of finish. In addition, very surprised to arrive at the hotel and that by introducing themselves nobody speaks at least French (our English being a little limited), in France we can be proud of our multilingual employees ...
Really disappointed to have trusted leaving my savings to an agency.
Close to Times Square. The room was pricey for the size and the reception staff are not too friendly. Staying at the Marriott next time.
The Sheraton NY Times Square Hotel was an amazing time. We were early so we were upgraded to a larger room with no charge! We also visited the bar and had lovely themed drinks and tasty midnight snacks. Coat check even let us keep our bags there after check out. Great time, highly suggested.
Location of the hotel is brilliant. It's a really old hotel, rooms are very dark. You can hear absolutely everything that's happening outside your room, people having conversations while walking past your room, slamming doors, children running around. The doors to the room are extremely heavy and they close with a lot of noise. But location makes up for it.
Staff definitely could be nicer to the guests.
The Sheraton Times Square is in the perfect location close to Rockefeller Center and everything else we wanted. I had the unfortunate luck to check-in at the same time that a cheering convention was arriving, but the Sheraton staff did their best to help the huge crowd as quickly as possible.
The $30 dollar Destination Fee waiver was a nice addition and we used it at the Sheraton bar. The restaurant waitress (40ish blonde) who helped us was unfriendly and she detracted from the experience.
Our check-in agent was super nice and she sent a very special thank-you gift to our room.
Elevator issues and standard conference fare. Otherwise a nice room (other than the peeling wallpaper) that was very well tended to by the exceptional maid service.
Pretty good hotel. Centrally located and subway stop right next door. Had a great four nite stay. Lobby bar was good for a nightcap. Would return
Easily a favorite of mine. Travel every week and this place is always on the top of my list for how polite, professional and prompt the service is! Thanks Sheraton Times Square!
Beautiful hotel only a few blocks away from Midtown/Times Square
Peeling wallpaper, unmade rooms, rooms not ready at 7PM to check into, horrible customer service. I have never experienced such a poorly ran Starwood property in all of my travels. I would never recommend this property to anyone. It ruined the first two days of our vacation and ran us late for dinner reservations waiting for them to get their things together.
The elevators can get super crowded if there's too many people. 4 elevators for ~20 floors
Rathwr noisy elevator works early in the day which was pretty outrageous without notification but the hotel is well located and nicely appointed.
Hotel is well located. When we were there, they were hosting celebrities for a bollywood event. The lobby was crowded with people waiting to see them. The hotel handled this well. At one point, there was a long line for the elevators, not sure if some were down or just a busy time. The staff eased the pressure by taking some people through the service elevators. My complaint with the room was the shower - low pressure. Service was good. Things you expect to be included in your rate are at a fee here.
I stay in NYC for work fairly regularly, but this was my first time at this hotel. Rooms were nice and the staff was friendly. A small downside - I found the hallway noise and ice machine noise really loud in my room. That said, I would definitely stay here again
Hotel is bang in the middle of everything, short walk to times square and central park, the staff were brilliant and so helpful, a credit to the hotel, definitely stay here again
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