Sheraton New York Times Square Hotel reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.0
  • Location 5.0
  • Rooms 4.0
  • Service 4.0
  • Value 4.0

11502 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Amazing Hotel and Even More Amazing Staff...

A6336NHvall on Jun 22, 2022

I CANNOT say enough about our stay at this wonderful hotel! From the moment that we arrived, the hotel staff was friendly and welcoming. We were able to get into our room right away after a long day of traveling. Unfortunately, the room that we selected didn't work for our family's needs, and we shared that with the front desk staff the next day. From the time Debbie started helping us, I felt like I had known her my whole life. She was kind, courteous and most of all respectful of our needs. She escalated our situation quickly and the Front Desk Manager, Charlette came over and spoke with us. Not only did she help us, but she also felt like family that we'd known for years. We were placed in a room that better suited our family's needs and given a first class experience. Each person that we spoke with was just as nice as the first. I'm talking about from the front desk staff to the Starbucks attendant, all the way over to room service and our cleaning staff. We thoroughly enjoyed our vacation, and this STAFF took it over the top. THANK YOU!!!

TripAdvisor users rated this property 5 out of 5

Confusion leads to great customer service

TerryF985 (Urbanna, Virginia) on Jun 22, 2022

Due to some confusion about the Destination Fees and a credit, I made a decision to spend the room credit for meals. When management was informed about the lack of clarity, on my part, they made me whole. They made me feel that I was an important customer to them. It seemed to me that the management was building a long term relationship and looking to the future not the short term gain. Next time I’m in New York City, they will be at the top of my list as a place to stay.

TripAdvisor users rated this property 2 out of 5

Sheraton Times Square is worn out

C3933FHjonp on Jun 15, 2022

Let me start with the staff were very friendly. But the hotel needs a massive makeover. The only decent part of the hotel is the gym, one of the best (for a hotel). The main issue goes beyond the outdated interior (and exterior), it is the charges that are added to your bill, i.e. a bar bill even though you never went to the bar. Or the charges for the internet even though as a Titanium member the internet is free. Make sure you read the bill over well before checking out. Once you leaver and try calling their billing department you can be assured you will never get a call back and you will be forced to dispute with your credit card company.

TripAdvisor users rated this property 2 out of 5

A bad place to stay in NewYork

Thorin_ll (Montmarault, France) on Jun 14, 2022

Room are not quite, you can hear the elevator, the bed are not good and the breakfast is a nightmare: bad food, no buffet, very long to get your breakfast. We prefer to go outside (and we have paid for breakfast room) At least the price 380€ per night really not align with the quality of the room.

TripAdvisor users rated this property 1 out of 5

Great Location - Receptionist worst ever encountered !

SCul2022 on Jun 10, 2022

Spent 4 nights in this hotel June 22, trip was for a group of 8 family members, it was a 21st birthday celebration that had been put off for 2 years due to Covid so we were really looking forward to it. On first arrival at the hotel the bell men were very helpful and friendly, the main lobby was huge and very busy, the reception desk had only one person in the que so not that busy, went to reception to check in and was met by a rude, snarly receptionist no hello or welcome just asked what name booking was under. Couldn't hear a word she was saying because of the thick glass panel that surrounded her and the noise in the lobby, she barely explained a thing just asked name and gave room number and keys, because we were a family group we asked if we could be put in rooms beside each other or if not at least on the same floor, she just said cant promise anything!! The cleaning staff were the nicest thing about the Sheraton, they were extremely helpful and friendly, smile every time you met on the corridors and the rooms were cleaned to perfection, they should be paid the wages that the reception staff get, definitely more deserved. on the second day of the stay some family members discovered amounts of money deducted from their bank accounts, one family member was deducted 8,000 dollars, when they went to reception they were told that's the way the system works in New York its some kind of credit system ? I have stayed in New York 3 times and never encountered this system, especially when the rooms were all prepaid on the group booking. the family member that had 8,000 dollars deducted was told they couldn't find the transaction on their side there was nothing they could do, despite the transaction showing on his bank account as the Sheraton, as you can imagine he rang his bank immediately and he shut down his bank card, which was not ideal when you are on holiday ! Overall the hotel is in a perfect location for Times Square but the reception staff let it down badly, and the rooms/beds are quite small if you are travelling in a big group. Give your cleaning / bell boys and concierge staff a bonus Sheraton and I would get new reception staff or send them to customer service training they need it ! Also don't get breakfast in the Hudson Market prices are ridiculous, if you can go to the Starbucks café much cheaper and the guy serving very pleasant man. i have always loved New York but was disappointed this time found a lot a people to be rude and the yellow Taxis cab drivers very unhelpful which was never my experience before was quite shocked as to their attitude, use the subway much cheaper and less abuse, and don't get me started on the hop on hop off buses, if you are going on them go as early as possible, witnessed multiple arguments re queuing system and not enough room on buses. Had a great time with family but have to say New York has changed and left disappointed.

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