Sheraton New York Times Square Hotel

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 11400 reviews):

    Cleanliness

    Cleanliness-4

    Location

    Location-5

    Rooms

    Rooms-4

    Service

    Service-4

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Not Sure What Happened

    Reviewed by jdbricker() on Apr 30, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    I used to stay here pre-COVID and always had a good experience. This time, the customer service hasn't been great. My sink had a leak that I had to call and have fixed. Also, there was a huge group of teenagers that had checked in the day after me and they were extremely loud. My partner is a platinum elite Marriott Bonvoy member and tried to have us upgraded but we were told there were no suites.

    Individual ratings:

    Cleanliness

    Cleanliness-4

    Location

    Location-4

    Service

    Service-2

    Excellent customer service at Sheraton

    Reviewed by F8748OVgabrielab() on Apr 17, 2021

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    James and Rich are the best part of this hotel. My daughter and I were visiting New York and had some issues regarding luggage and a reservation. Their kindness and willingness to help made it possible for us to have a wonderful time at MOMA. They really went out of their way to make our NY visit a great one. Thank you James and Rich!!

    Poor service

    Reviewed by rickdZ8115LS(New York City, New York) on Apr 16, 2021

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Booked a room for three nights. Second night, room card didn't work. Went to front desk. Was told I checked out. I informed attendant that I had requested three. Took a while. They reopened my reservation. Security had to let me into my room, nothing was removed. Weird. They checked me out and left my belongings. Third night. Key didn't work again. Went to front desk. Got new key. It worked. Room was clean, towels were better than other hotels, still, no hotel has decent towels. Bonvoy. No coffee, didn't offer me a bottle of water. Disappointing.

    Individual ratings:

    Location

    Location-5

    Rooms

    Rooms-4

    Service

    Service-3

    Good Experience During Covid

    Reviewed by MarbleheadFamily(Marblehead) on Apr 02, 2021

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    I have stayed here many tinmes before. The hotel is always busy and bustling. I cannot give an excellent rating because everything was closed in the hotel and they did not even give coffee in the morning. I am giving this 4 stars because the staff were so nice and accomodating. Even though there is a pandemic and they only have 8-10 floors open they still could be providing some level of service to their elite members. Again kudos to the staff for the great effort.

    Individual ratings:

    Rooms

    Rooms-3

    Service

    Service-4

    Value

    Value-4

    Lovely rooms but very disappointing treatment by reception staff

    Reviewed by Hyacinth16(Bournemouth, United Kingdom) on Jan 01, 2021

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    I stayed her last February 2020. The hotel is lovely, clean and quite luxurious but the behaviour of the reception staff was ver y poor. My friend and I were offered an upgrade for an increased rate but the first room showed to us looked over the power system and did not have the view we asked for. We did get our extra money refunded but it left a nasty taste. During a power cut we were not offered any refreshments in a very difficult time and members of our party were kept waiting and queueing for hours at the desk for their rooms. However, the worst incident to report was when my sister in law from the Philippines arrived at the hotel and asked to be connected to my room. She later told me the staff were extremely rude to her. They did not put her call through successfully to my room, and we did not meet. She had travelled from Australia and I from England, but we never managed to meet up. Drinks were also very expensive. I would never personally stay in this hotel again for these reasons. There will surely be somewhere better.

    Individual ratings:

    Location

    Location-5

    Service

    Service-1

    Value

    Value-2