TripAdvisor Traveler Rating

One of the worst guest service and one of the worst housekeeping service Paying resort fees and asking a request if late checkout. Not even bothered And calling since last 1 hours from room . No one is bothered. This is the worse Sharaton I have seen in my life. Posting all in Twitter newyork times and all social media. With photographs

Great location, walking distance to most of the main sights. Friendly and accommodating staff, efficient lift system. Bar and lounge area light with a nice atmosphere, only criticism there is a period of time where you can’t purchase food or snacks as the Starbucks area shuts but the bar hasn’t opened. Rooms are slightly dated but are spacious, the beds are comfortable. Would definitely recommend

Dear Sheraton Times Square, Unfortunately your hotel did not meet our expectations as a Titanium Bonvoy Member. As you mentioned, there are many hotels to choose from in Manhattan and while the specific night turned out to be quite booked upon arrival, I booked this property many months in advance when there was ample availability and choices at other properties for a 1 night stay on our way back from an 11 hour flight from Europe. Firstly, the biggest disappointment was the communication from your staff especially via the chat messages in the Marriott Bonvoy app which I use frequently for any Marriott stay. My biggest desire for this 1 stay was a late checkout with my status. Yes, I am well aware that this depends on availability, but I have a record/screenshot of one of your associates telling me that a 1pm late checkout could be provided yet when I tried to confirm several hours later in the same chat conversation another employee said that it would not be honored (see the attachment). When I responded to that last message and asked the recent employee to review what their colleague wrote me overnight they did not respond to my message and ignored it completely. As I said, we were traveling back from Europe from an 11 hour flight and 7 hour time difference so at least a 12noon late checkout or 1pm as offered via chat and then later rescinded by another employee would have been greatly appreciated. To a lesser extent, a room upgrade of any tyoe would have been appreciated. I am also well aware that this depends on availability and how tight your occupancy ended up being this night, however, I inquired prior to checkin at several points before arriving when there was indeed plentiful availability including just several hours before I arrived and as a Titanium member I could have been given something even before arrival. I have had countless Marriott stays with varying brands provide this before checkin and often times without me even asking including at their higher brands.  A third issue we had was charging $6 per item to store our bags for a mere 5 hours. I have never ever encountered this at any other Marriott property or non-Marriott property as well. This was quite outrageous to discover especially given the 11am checkout essentially forcing us into it.  Also, upon arrival there was no Elite Bonvoy checkin line as the sign was turned sideways (by your staff?) forcing us into the long, not Elite line. Our room was small and dated with several furnishings damaged and beyond repair. The typical Sheraton provided pumps of soap, shampoo, conditioner and lotions was not there in the bathroom. The mattress was lumpy and leaned to one side in the middle. A request for more pillows as the ones provided were also lumpy and had no support was not honored. For being a flagship brand (Sheraton) of Marriott in a flagship location (Times Square) all of the above was incredibly disappointing and quite honestly not at all deserving of the affiliation and branding. I will also note that prior to Marriott's acquisition of Starwood/SPG I was a longtime loyal Starwood/SPG member and credit card holder.  Thank you for allowing me to provide this hopefully constructive feedback to improve the experience for future guests which I will not be one of.

We were worried when reading reviews but were pleasantly surprised. The person who checked us in was not particularly helpful but other than that we had a lovely stay. The room was dated ( big chip in the dresser) but clean and the shower was hot. Beds very comfortable. Bonus having a fridge in the room. There is a coffee maker but we went three days without cups as they were not replenished. Location is perfect with easy access to the subway. $36 gets you a week pass OMNY card we found the subway easy to navigate using google maps. Given tickets for 8 bottles of water free and you get a $35 credit per room to spend at the Starbucks in house, the Hudson Yard in-house for breakfast or the Library Bar for drinks. Breakfast in the Hudson Yard is expensive as it is a set menu. Need to give a special mention to Eddie in Starbucks such a lovely man!! Downside the fitness centre is dated and the bill is confusing! Sometimes there is a bit of a wait for a lift.

I’m very disappointed with my stay at the Sheraton in New York. The hotel is outdated, poorly maintained, and generally not clean. Rooms and common areas were dirty and dusty,! The worst part was finding a bedbug on my pillow - completely unacceptable!!!!! Service was also poor, with unhelpful staff, and the elevators were frequently out of order, causing long waits. Overall, I would strongly advise avoiding this hotel!!!!!!!