Sheraton New York Times Square Hotel

I stayed her last February 2020. The hotel is lovely, clean and quite luxurious but the behaviour of the reception staff was ver y poor. My friend and I were offered an upgrade for an increased rate but the first room showed to us looked over the power system and did not have the view we asked for. We did get our extra money refunded but it left a nasty taste. During a power cut we were not offered any refreshments in a very difficult time and members of our party were kept waiting and queueing for hours at the desk for their rooms. However, the worst incident to report was when my sister in law from the Philippines arrived at the hotel and asked to be connected to my room. She later told me the staff were extremely rude to her. They did not put her call through successfully to my room, and we did not meet. She had travelled from Australia and I from England, but we never managed to meet up. Drinks were also very expensive. I would never personally stay in this hotel again for these reasons. There will surely be somewhere better.

Really disappointed in this hotel, booked for a girls Christmas trip before the COVID-19 situation, saved for the trip for almost two years, totally understand we took advantage of a good rate, non refundable but we were not expecting a world pandemic, tried to contact the hotel to rearrange as the US is not allowing anyone from the UK to visit and they are not remotely interested, they were rude and not willing to discuss the situation at all, really expected more from this chain, needless to say when we are able to travel, we will not be considering this hotel, disappointing response to a world pandemic!!

The refrigerator was not working properly. The room did not have a microwave oven. However, the staff was very nice and the room was clean. For the price that was paid they could have provided some type of breakfast.

At check in the manager greeted us very rude and non-welcoming. Upon entering out first room we realized that our shower and television did not work. We were able to change rooms and the second room was fairly dirty with chips under the chair. Hallways reeked of marijuana other guest were very loud. Request for coffee cups in the room was over a 3 hour wait. I would not recommend or return for another visit unless improvements are made.

The staff here is amazing. We loved it and cannot wait for NYC to completely open up to come back. The location is at perfect location between Times Square and Central Park. Would have preferred a mini refrigerator instead of a mini bar fridge.