Sheraton New York Times Square Hotel

Stayed at this hotel with my partner while we were in NYC celebrating our 1 Year anniversary. I unfortunately don’t think I would stay here again, nor would I recommend it. But in fairness, here’s a bit more detail so you can decide for yourself…. PRO’s: The location. It’s in a great spot just steps away from Times Square, and we did have some beautiful views from our room on the 49th floor. That’s about where the Pro’s ended for us. CON’s: This hotel is missing many of the basic services and amenities that one would expect from a hotel this size, in a city like NYC…. - no room service - no warm welcome at check-in (the guy barely even looked at us, and seemed miserable), no late checkout offered, and not even a bottle of water offered (even though I am a Platinum Elite member with Marriott) - no streaming services of any kind available in the room (BUT, you can order on-demand movies on your TV - just be prepared to pay $19.99 plus tax for a movie that is 20+ years old) - no mini fridge or microwave in the room - no shower gel in the room (this wasn’t a HUGE deal for us, however we couldn’t help but notice that even the cheap, off-brand shampoo, conditioner and bar soap they had in the room weren’t even the same brand as each other…. Odd.) - underwhelming service from the staff, particularly the front desk and guest services staff. - we couldn’t even get something as simple as cutlery delivered to our room, after we ordered in from Uber Eats due to the fact that there was no room service. I was simply told “No, we don’t offer that.” When I mentioned that there was a restaurant in the lobby, and just asked (very politely) if they could possibly just grab us a knife and fork from there, I was told, “I don’t know if they’ll do that. You’ll have to go down and ask them yourself.” Unreal. So we made another trip down from the 49th floor to ask for ourselves… Just many simple and basic service opportunities were missed here that didn’t leave us with a great taste in our mouth after staying. So, all in all, I wouldn’t stay again, and wouldn’t recommend it. There are plenty of other beautiful hotels in the area that will provide MUCH better service for the same price. Read less

I cannot convey enough how frustrated and disappointed I was when we checked in. Arrived for check in at 2:15pm with about 5 people ahead of us. We did not check into the hotel until over an hour later - having stood on line that entire time. There was only one person processing check-in, they would disappear into the back room for 10 minutes at a time, and when they re-appeared they were incapable of addressing check-in issues that arose with guests such that it delayed everyone on line. Not once did anyone come out and apologize or try to explain to the 40 or 50 people who were also on line behind us about what was going on. We waited over an hour in frustration and when I finally checked in and asked for the name of the manager the check-in individual tried to dissuade us from registering a complaint with Marriott - saying there was nothing they could do about staffing. We finally asked to speak to the manager and when he came out he said there was nothing he could do about it. We missed one of our scheduled appointments that afternoon because of the wait and that really put a damper on our day. I cannot in good conscience recommend that hotel and will look for other places to stay when in the city next. Go somewhere else... it has to be better! Read less

I stayed with my family in this hotel. According to Google reviews, the rooms are not good and too much wait to get Elevator. I was planning to cancel my booking, but when I requested Priceline to cancel my booking buy they ensure me they will contact Hotel Managment and complaint them, and I will face any trouble they will return my money. At the time of Checkinn, I also complained about them, and they gave me assurance and I stayed in the hotel for 5 nights from 10th July to 15 July 2024. During my stay no complaint from Hotel staff or any single issue I faced. All Staff and team Hotel atmosphere everything is good. Highly recommended. Muhammad Asif Karachi Pakistan Read less

The only thing this place has going for it is the location. If you’re just coming here to sleep, then you’ll be fine. Otherwise, I would definitely rethink staying here. We stayed here for 15 days and it was the worst mistake we’ve ever made. And that’s after staying in almost 30 hotels in New York City alone. I have never stayed anywhere with the ruder staff in this hotel anywhere in the world. They don’t have shower gel for the showers, as a titanium elite member, they screamed at me in the elite line that it was closed and get in the regular line, and to top it off there is a fishy smell and smoky smell in the room that I can’t seem to get out. The icing on the cake, is that all the staff members including the Bellman won’t even do their job without asking for cash upfront as a “tip”. Now I consider myself a good tipper, but I have never seen anyone. just blatantly ask for money before being willing to do anything at a supposedly five star hotel. Marriott Bonvoy should be ashamed of being associated with this establishment Read less

This hotel does not meet Sheraton standards at all. First of all, the rooms are old, they need refurbishment. Old carpets, old curtains, old couch; we had two connecting rooms and the only good point was that we had space & a nice view from the 40th floor onto time square. For the rest: not good at all. The carpet is full of dirt (our son, 13 months old, crawling on the floor & I don’t want to mention how his pants & hands looked afterwards); cockroach visit in our living room; the AC was running out & half of the carpet in the living room was wet - they could not fix this issue for 5 days! The worst for us was the unfriendly team at the reception. They know they fill their rooms without problems & they behave like this. I have never experienced such rude & impolite behaviour in any Sheraton I have stayed worldwide. We will never stay at this hotel again. Read less