TripAdvisor Traveler Rating

Attended conference at this hotel which has significantly declined. Elevators were operating poorly leading to long lines and delays. Temperature control issues throughout hotel. Lobby was freezing so staff wore parkas. Meeting rooms were dated. Guest room had severely scratched furniture and leaking toilets though bed was quite comfortable. Mediocre food. Staff was generally positive despite poor hotel conditions.

We chose this hotel because of the location. The "smart" elevators weren't very smart. Not all of them worked at any given time, and one day they weren't going past the 20th floor. We were on the 42nd and had to walk the stairs down to 20 to get an elevator. I am in my 70's and my knee is still swollen from that. That afternoon one of the maintenance crew was manually operating one elevator to the upper floors. We worried that we wouldn't be able to get an elevator the day we checked out. The lobby stayed packed with people waiting for elevators or checking in. It stayed cold in the lobby beause the doors were staying open. Our room was clean and neat and we went to The Library bar nightly to wait for our friends. The housekeeping and bar staff were very nice. The only positives at the hotel. We would not stay at Sheraton New York Times Square again. It's definitely not worth the costs. I don't know why they charge a resort, it's no resort. The elevator situation can be potentially dangerous and is a codes violation, due to the fact that people are being stranded on the upper floors at times. After reading reviews, it's a frequent problem. The lobby is a mess and very unorganized. I may be too generous giving 3 stars.

If you enjoy standing in large groups of weary travelers, collectively aging while waiting for elevators, the Sheraton Times Square may be your spiritual home. The elevator system is less a mode of transportation and more a social experiment. Getting to or from your room requires patience, teamwork, and possibly prayer. The universal language spoken in the lobby was complaining — and everyone was fluent. The room itself was… present. Not offensive, not inspiring. Think “late-90s business traveler chic.” Amenities and clothing storage appeared to be designed for people who travel with one sock and a dream. The bed, to its credit, was comfortably firm — a small island of competence. The linens, however, felt like they were woven from the lower tier of medieval tapestries. The duvet cover had a scratchy determination to remind you that luxury lives elsewhere. The bathroom was predictably compact, but the vanity was surprisingly generous…perhaps to distract from the shower. Water pressure was gravitationally flaccid and the heat only reached “politely warm” when turned fully to the right, as if the hotel was rationing hot water for the greater good. Towels were a roulette wheel: some plush and new, others so threadbare they may have seen the Clinton administration. Then there’s the $35/day “resort fee credit,” which is less a perk and more a compulsory field trip to the Library Bar. Service there was genuinely friendly, but the drinks were uninspired, as though mixed by someone who learned cocktails from a pamphlet. Stella was the safe harbor; cold, dependable, delicious…until, in a cruel twist of fate, they ran out of it on our final night. The hotel’s one undeniable virtue is its location. It sits exactly where you want to be in Times Square, which is fortunate because you’ll want to spend as much time as possible not inside the hotel. Would I return? No. Did it ruin our trip? Also no…but only because the best parts of our stay happened everywhere else.

Stayed with my daughter for 3 nights. Very apprehensive after seeing all the terrible reviews. We arrived and only waited about 10 minutes in line to be checked in. All very quick. Bell boy (Sidney very helpful) took us to the room. Lift arrived straight away. Yes a bit of a complicated way of calling a lift but seemed ok. Little did I know what was to come!!!!! We stayed on the 32 floor. Room was fine for us. We are well travelled stayed in some lovely hotels we thought it was ok a few scruffy bits but the room was clean we had hot water and the bed was so comfortable. Yes we could hear the traffic even on the 32nd floor but it was fine didn’t really disturb us. The lifts. Well I don’t think the lift likes the 32nd floor. We frequently walked to the 28th where they seemed more reliable or caught another to a higher floor and walk down. One day the lift got stuck with a very very full lift. It was bouncing floor to floor. Luckily we bounced to the lobby and escaped. The hotel blamed it on the lift being over full. Probably the case but the lift situation needs sorting to avoid people piling in. I don’t understand why they charge to hold your bags. Never had that before?? The location is superb so I would probably stay again they are in the middle of a refurb so hopefully things will improve.

The location is absolutely great. Few steps from Times square and Central Park. 5th Avenue and other famous spots are also close. The staff was friendly and helpful. The public areas are always crowded. The average waiting time for the elevators is 6-10 minutes in peak time. People also queued up for breakfast in long lines. Sometimes have to be waited for 45-50 mins to be seated. The room is spacious, windows cannot be opened. The bed is comfortable, but quite high. You can fine a small fridge and kettle for coffee-tea . Bathroom is small and we did not have real hot water for shower... it was only lukewarm. If you wanna leave your luggages to store after check out, you will be charged 6 USD for each bags.