TripAdvisor Traveler Rating

We were initially really nervous about staying here after reading some of the reviews. However, we were pleasantly surprised. The location is excellent. It can be loud but it's too be expected so close to Times Square. Check in was fine, we arrived early evening. There are lots of school groups/ conferences etc there so I could see that check in lines could be long. We had booked a king size room, but was offered a queen size with a corner view. The bed was comfortable and the view was amazing. The mandatory resort view was frustrating but we spent it each day in the bar. We didn't have to pay for WiFi, but did have to click each day and tap that we would pay the daily charge. The bar was perfectly fine, good choice of drinks and the service was good. The elevators were easy to use. You just have to press your floor on the key pad and it tells you which elevator to get. We only had to wait a couple of mins max each time but you could see that people brand new to the hotel were getting frustrated. Our room was cleaned daily. Shower was good and the bed was really comfortable. It was a bit dated, but worked fine. The only issue was the sofa which definitely needed a deep clean. Overall, we really enjoyed our stay. For the price we paid, we would definitely stay again.

We had a good experience here. Stayed with my wife and 12 year old daughter, we are from the UK. First time in NYC we came to see the sights not for a luxury 5 star Maldives holiday. It seems a lot of the people complaining here are part of the hotel member scheme and not getting the perks they think they should be. You need to read between the lines. The hotel is in the most perfect location. Just look at the map to see what is within walking distance. There is also a subway underneath the hotel. Yes the rooms are a little tired but they are not that bad. You won't be getting a luxury bathroom here! A lick of paint around the door frames and dusting behind the cupboards wouldn't go a miss in the rooms. Lobby area is clean and modern. The lifts are actually the best idea I have ever seen. It is a great system. It did break once while we were there in 4 days. Is this end of the world? It must be one of the busiest elevators in NYC. I would rate the breakfast as very good. Bacon, eggs, pancakes, yoghurt, fruit, pastries etc etc. Get to breakfast at 6.30 to 6.45am and you will be fine. After 7am and you will have to queue. There is a large bar in the lobby that serves food until late. This was great to grab a quick beer or burger for a sit down when returning a night. Kids welcome at anytime. We could also take away food to our room. The hotel is busy, and even more so at the weekend. School trips of 50 kids, Emirates cabin crew x40, business meetings in the bar etc etc. Looking back at reviews it seems it could be an issue at holiday times or Christmas. If I were to give the hotel some constructive criticism I would say you need to work on your communication. You are shooting yourself in the foot, literally thousands of reviews are telling you the issues but you seem to ignore them. Everyone is confused with the $35 dollar daily credit. Again it is a good thing. It came to light that even though there were 3 of us, we only had breakfast paid for 2. I've never encountered this anywhere in the world. But I not going to run around with my head on fire. We used our credit to put towards the extra breakfast cost but you could use your credit at the bar or Starbucks in the hotel. You do need to be aware though if you are 2 adults and 2 kids you may have to pay for 2 extra breakfasts at $47 each, I believe this problem occurs if you have booked through a third party rather than direct with the hotel chain. It's not clear though which leaves a bad taste with some people. You would have to pay tourist tax at any NYC hotel so they are giving you that back in a $35 daily credit, this is great news, they just need to explain it better! I agree the reception staff were not welcoming on arrival, again not the end of the world for me, just if you a striving for excellence this is an easy win but the hotel is treading water rather than looking to win any 'welcome of the year' awards. Most other staff were OK, be on your best behaviour at breakfast though or you will get a ticking off. The hotel gave us 2 free tickets to Guggenheim Museum or 2 tickets bike ride Central Park or $5 dollar souvenir in the gift shop. We ran out of time and used the $5 but it only allows you a keyring from the little basket by the till. The bed is the most comfortable bed I have ever stayed in although this could have been due to the number of miles we walked. New York was amazing and I was also pleased with my hotel choice, after reading reviews I wasn't sure what to expect but it was perfect for our trip. Unbeatable value and location for the price.

Avoid this hotel if you’re a marriott Bonvoy Member. They don’t value your stay. There’s no guarantee of late checkout for qualified members. Then they pass the buck on the chat and ask you to call someone else.. Get in the app and find another location

What a terrible experience and very poor customer service from Expedia Canada!!! Over a week disputing with Expedia about hotel breakfast charges in error, which I had originally prepaid when making the reservation with Expedia. Expedia relies heavily on offshore call centres that don't care about your issues and can barely speak a lick of English! Expedia has also tried offering me back-door deals - I couldn't believe it. I refused! Never again with Expedia - my Expedia account is deleted.

I've stayed at the Sheraton New York Times Square a number of times over the years, and this most recent visit reminded me why it continues to be a solid, reliable choice in NYC. One of the largest hotels in NYC (1780 rooms), so experiences may vary... but when it's good, it's very good. My room on this stay was excellent, a Parlor Suite, spacious, comfortable, a nice way to enhance the overall experience. That said, without the Parlor living area, the regular room was perfectly fine. From the 42nd floor, the views were dramatic, and the room itself felt nicely refreshed and well-maintained. The property is a true NYC landmark, and I still appreciate the little things you only find in these older, grand hotels... like the heavy, solid room doors that just feel substantial and secure. Bed linens, towels, and toiletries were all of good quality. Shower pressure was good, not great. Appreciated the high-quality, large flat screen TVs. The Midtown location makes it a perfect base for visiting New York. You're within easy reach of everything, and one of the underrated perks here is the attached garage, which is incredibly convenient if you're driving into the city. Check-in with Bibi was excellent -- warm, efficient, and genuinely hospitable... setting the tone immediately for a great stay. A few items that have come up in past reviews are worth addressing. I'm happy to report that the lobby renovations are now complete, and the space feels modern, bright, and much improved. The elevator system has also been upgraded and worked flawlessly during my stay. You enter your room number on a panel, and it assigns you a specific elevator. Despite the hotel's size, I never waited more than 30 seconds. I did catch myself instinctively looking for buttons inside the elevator (there aren't any)... but old habits are hard to break. The system is clearly well-calibrated and a very welcome improvement for a hotel of this scale. The hotel doesn't overload you with dining options, and that's by design. You're only steps away from some of the best food in New York, which is part of the appeal. That said, you won't go hungry. In the mornings, there's a Starbucks in the lobby as well as Hudson Market, offering a full breakfast buffet from 6:30 to 10:30am. In the afternoon and evening, the lobby space transitions into a bar/restaurant... with plenty of space to relax or people watch thru the large glass windows facing 7th Avenue... it can get crowded at times. One thing I always look for in hotels like this is when staff has been there a long time... it says a lot. People who feel valued tend to take pride in what they do, and it shows. On this visit, Jaafer at the lobby Starbucks was professional and helpful. At breakfast in Hudson Market, we appreciated Nadeem as well as Frankie, who has been working here for 45 years! In the evenings, the lobby Starbucks transitions into a bar/restaurant with a limited menu. The first night, a bit tired from traveling, we found it convenient to grab a bite here. The Caesar salad and turkey sandwich were excellent, and the wine by the glass selection was solid (Roederer Estate sparkling, J. Lohr Chardonnay, and Chalk Hill Cabernet). We were especially well taken care of by Tulu and Rodrigo, both long-time employees who provided fantastic service and were a pleasure to talk with. IMPORTANT TIP on the $35 daily hotel fee: it functions as a daily food and beverage credit, but each day stands on its own -- it does not roll over. Use it at Starbucks, Hudson Market, or the lobby bar/restaurant, ... otherwise, you lose it. Since the hotel emphasizes its proximity to great nearby restaurants, that becomes part of the experience. One of my personal favorites in NYC is Din Tai Fung -- reserve as far in advance as possible. Gallaghers is a classic for steaks, La Grande Boucherie is excellent for all-day dining (a good breakfast alternative) and if money is no object, Le Bernardin is one of the top dining experiences in the city. The luxury hotel category in NYC has become extremely expensive in recent years. The Sheraton New York Times Square represents a very solid choice -- reasonable rates, prime location, and a consistently positive experience. VERY HIGHLY RECOMMENDED