TripAdvisor Traveler Rating

I agree with the above review. I booked months in advance and am still waiting in the lobby for my room. It is almost midnight. I flew here from LA in the morning. I was excited about being back in NYC. Not a great welcome. I am exhausted.

**Subject: Formal Complaint Regarding My Stay at Sheraton Times Square Hotel** I am writing this complaint while I am still in the lobby of the Sheraton Times Square Hotel, as the situation is ongoing. My family and I arrived today after an exhausting overnight international flight. We are traveling with our two young children, aged 5 and 6, and I made this reservation several months in advance, expecting that a confirmed reservation would guarantee us a room upon arrival. Unfortunately, that has not been the case. It is now 07:45** PM**, and despite waiting for **more than four hours**, I have just been informed that **there is still no room available** for my family. We continue to wait in the lobby with two tired young children, without any indication of when we will finally be accommodated. This is completely unacceptable for a hotel that represents the Sheraton and Marriott brands. A confirmed reservation should guarantee that guests—especially families with small children arriving after a long international flight—have a room available within a reasonable time. During these hours, it has become evident that the hotel's lobby and check-in area are constantly overcrowded. It appears that the hotel has agreements with multiple airlines and frequently accommodates airline crews, creating an overwhelming demand for rooms. While I understand the importance of these corporate partnerships, they should never come at the expense of guests who booked months in advance and have paid for confirmed accommodations. My family has spent the entire afternoon and evening waiting, without receiving a satisfactory explanation, a realistic estimate of when a room will be available, or an acceptable solution to this situation. Based on this experience, I cannot recommend the Sheraton Times Square Hotel to anyone, especially families traveling with young children. The lack of planning, poor communication, and failure to honor confirmed reservations have turned what should have been the beginning of a memorable vacation into an extremely stressful and disappointing experience. I respectfully request that Marriott investigate this matter, provide an explanation for this unacceptable delay, and offer appropriate compensation for the inconvenience and distress caused to my family. I sincerely hope that no other guests will have to experience what we are currently enduring. Sincerely, Dalton Locatelli

Never stay at the Sheraton in Times Square. First of all, it’s not in Times Square. It’s on 52nd St. Second, there was a line to get into the parking garage. We ended up leaving the car and dragging our luggage through the garage into the lobby. Third it took almost an hour standing in line to check in, because there were only two people working at registration, and the elite were cutting in front of the non-elites, so the long wait became even longer. Fourth, they have a bizarre elevator scheme. You can’t just go to the elevator and select your floor. Instead, you tell someone who then puts it into something that looks like an iPad and then tells you which elevator you should go to so you fight your way through a mob scene to get to the correct elevator. Fifth, the coffee maker in our room had a piece missing, so it was impossible to use Sixth, when you try to go down the elevator, you have a long wait. Again, you have to figure out how to use the summon elevator iPad , put in which floor you want and then wait a very long time. Seventh, they charge you a $40 destination charge when you depart, which is in addition to the room charge and the assorted taxes. So it is impossible to compare the cost of hotel room rooms because this $40 charge is not revealed until you check in. They tell you that you have a $35 credit that you can use in the bar or for breakfast. Given that a glass of wine cost $22, that $35 credit turns into a scam that forces you to spend more money Eighth, parking is almost $90 per 24 hour. This hotel sucks.

Hi , I am in room 1717 and checked in yesterday, and hereby summary of my experience: That’s already on the list at #4 (“Old and dirty rooms”). Here’s the full list again for reference: 1. Could not check in online 2. Reception was unfriendly, with a “take it or leave it” attitude 3. No upgrade option offered, citing fully booked 4. Old and dirty rooms 5. No kettle or microwave in the room 6. Fridge just sitting on the floor (not properly installed/raised) 7. Only paper/plastic cups available, no proper glassware 8. WiFi offline 9. Long elevator wait (~40 min) due to how busy it is You should not call yourself 5 star, Disappointed wishes James 1717, checked in 23 July

If you love crowded lobbies, noisy air conditioning, dated rooms, thin bed covers and whimsical elevators … this is the place for you. Minimal service - wouldn’t even allow door dash to leave food … and elevators are so unpredictable expect to have some stress. Check in desk was crazy crowded - felt bad for staff - they couldn’t keep up and the snaking line must live in their nightmares. I’m an ambassador member though unlikely to work too hard to keep it - it offers almost nothing. Once again a request for a room upgrade was met with a stare - though they did move me from a queen to a king … is 100 of dedicated nights a year worth that? I’m not sure anymore. Back to the elevators - I was on 16 … pressed the button was told to go to L3 … dutifully got on board to my voyage of discovery … got to 8 and it decided to go down and not continue to go up as promised - lots of debating on the elevator solved nothing we all offloaded again in the lobby and started over. On 16 the keypad for the lift request only worked on one side and only when you didn’t over stress it … I wondered what my plan was when I couldn’t call the elevator up. Bathroom was clean enough - though someone had used the shampoo so I was left with half a bottle. Summary an old tourist hotel not working very hard to improve.