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“Terrible Experience”

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Sheraton New York Times Square Hotel
Ranked #293 of 467 Hotels in New York City
GreenLeadersSilver level
Dubai, Dubai, United Arab Emirates
Level Contributor
79 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
“Terrible Experience”
2 of 5 bubbles Reviewed November 10, 2012

After a great 2 weeks on our honeymoon in different locations around the USA, we ended on a low note in New York City.

We picked this hotel because of its great location, which is correct, it does have a very good location, but it is surrounded by a million hotels that will all be far superior in quality of service and friendliness to this hotel.

It started when we got out of the taxi with all our luggage outside the front door and not one person offered to help with our luggage, which is a strange for such a reputable brand. Then, during check-in the front office person that was checking us in was sat with a leg up on the chair and burped in our faces mid-sentence and continued without so much as excusing himself.

The staff that we interacted with (I say interacted but really it was one way as we would say good morning, etc... and get no response or a very frigid one with not so much as a hint of a smile) we extremely unfriendly.

To top it off, we were there on a 5-night stay and 3 successive days we had to call housekeeping when we came back at night to have them come clean the room as no one bothered during the day. And when they did, their idea of cleaning was fresh towels and a made up bed.

We did not try any dining in the hotel and will do not recommend it nor will we ever stay there again.

  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank SherifAbaza
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Public Relations Manager at Sheraton New York Times Square Hotel, responded to this review, November 15, 2012
SherifAbaza,

Thank you for the review. First and foremost we would like to apologize for the inappropriate behavior of our front desk staff. We can assure you that the type of behavior you experienced is not the norm for us and there is no excuse. Here we strive for friendly and helpful service and we are currently addressing your issue with the appropriate department. We would love a chance to make things right with you. If you will return we would love to give you the experience you deserve.
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7,150 reviews from our community

Traveler rating
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1,469
Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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English first
Brooklyn, NY
Level Contributor
63 reviews
36 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
4 of 5 bubbles Reviewed November 9, 2012

Midtown Manhattan hotel rooms are small and this is no exception. However, it was clean, nicely designed overall, and the service was great. We stayed here during Hurricane Sandy and had a fine experience. Just be aware that the rooms are tiny (well, the one we stayed in was, in at least!) and the bathtub was 2/3 the size of a normal one. The gym, which doesn't have a pool, was also $10/day, which I thought was offensive. Overall, though, I'd stay here again!

  • Stayed October 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sam M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Public Relations Manager at Sheraton New York Times Square Hotel, responded to this review, November 15, 2012
Sam M,

Thank you for your review. Our total guest room renovation was completed in June and gave us a whole new look and feel. Our new design was developed with our guests in mind to maximize space and comfort. We are glad that you were safe and comfortable during the hurricane and we hope to welcome you back soon.
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Brussels, Belgium
Level Contributor
143 reviews
136 hotel reviews
common_n_hotel_reviews_1bd8 164 helpful votes
3 of 5 bubbles Reviewed November 9, 2012

This isn't a wonderful hotel by itself. Rooms are small and very cramped, bathrooms are even smaller. it was quite noisy and the lobby feels like a grand central station it is so busy. We had to wait in a super long cue to check in. The service is average, I guess the hotel is just to big to give a personal attention for every customer. When we were checking out after one week of staying there we wanted to store our luggage for couple of hours and we were told we had to pay for that, which I thought was outrages. I made a big deal out of it and the manager allowed us to store our stuff for free but if that wouldn't have happened we would have to pay $25 - what?!?! Breakfast was decent, wifi worked well - those were good things. Also the location is very, very nice. You ar ein th emiddle of everything. Time square, 5th Avenue, Central Park are all next door. Also the price for the room was decent in comparison to other hotels in that area. SO the conclusion is - not a bad thing to stay at in Manhattan but don't expect too much.

  • Stayed October 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Pysiu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Public Relations Manager at Sheraton New York Times Square Hotel, responded to this review, November 15, 2012
Pysiu,

Thank you for taking the time to review our hotel. On behalf of our team we apologize for your negative check-in experience. Due to high occupancy levels our lobby can become busy and we try our hardest to address this right away. We hope that you will come back and stay with us again!
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Ely, United Kingdom
Level Contributor
42 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 bubbles Reviewed November 9, 2012

I stayed here on a business trip so I'm not going to comment too much on value for money as I didn't have to pay! It's very well located, literally a stones throw from Times Square, and a short walk from central park, the Rockefeller, shopping on 5th and more. There's a convenient subway stop outside too.
The hotel has a lot of rooms, and as a result is pretty busy, with people coming and going constantly. Check-in was polite and painless.
The rooms aren't huge, but are big enough. Excellent beds and the in-room TV was huge. Bathroom fine, although the bath was small and the shower disappointingly weak.
The room was cleaned well each day, no complaints there.
My main gripe with this hotel is that the in-room internet isn't free (and is in fact quite pricey), meaning frequent trips to the lobby to use it for 20 mins for free (I refuse to pay getting on for $20 for wifi!). In a modern chain hotel I find this pretty poor and it's something I hope they change in the future - if so, I'd consider staying here again.

  • Stayed October 2012, traveled on business
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jmbillings
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Public Relations Manager at Sheraton New York Times Square Hotel, responded to this review, November 15, 2012
jmbillings,

Thank you for reviewing our property. As you said, our location is one of the best! Being so close to major attractions like Times Square and Radio City is just one of many conveniences of our location! We are always happy to hear that check-in was a pleasant experience and we appreciate and take into consideration all guest feedback. We hope to welcome you back to our hotel again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Manchester, United Kingdom
Level Contributor
26 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
4 of 5 bubbles Reviewed November 8, 2012

We had to change our reservation by one day due to the storm, and the hotel were happy to do this, despite it being on the day we were supposed to arrive. Yes the queue for check in was a few deep but nothing horrific. The receptionist was efficient and friendly, asking us about our trip.

The room was small, but to be expected. It was warm and the beds were incredibly comfortable. The free bottled water and starbucks coffee were nice touches. My only major gripe is that there were were several dark questionable hairs from the previous guest on the floor of the bathroom and in the shower. They were obvious and I think the fact that they were missed during cleaning is inexcusable.

Overall a nice hotel in an excellent location.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank smart_0ne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Public Relations Manager at Sheraton New York Times Square Hotel, responded to this review, November 15, 2012
smart_0ne ,

Thank you for your review. We are glad to hear you had had a pleasant check-in experience and were greeted with friendly and helpful service. On behalf of our team we sincerely apologize for the cleanliness issues you experienced with your bathroom. That is absolutely not the norm for us and we are addressing this issue with our housekeeping department. We hope that does not deter you from staying with us again!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
116 reviews
40 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
4 of 5 bubbles Reviewed November 8, 2012

Location can't be beat, near but not right on Times Square, walk to any Broadway theater, and an easy subway or bus ride from Lincoln Center. My room was squeaky clean, and the staff gracious. I wish hotels would supply real creamer, rather than powder. Room was on the small side, but thoughtfully equipped. I liked the internet access in the lobby. This was particularly handy for coping with the aftermath from Hurricane Sandy.

Room Tip: Ask for high room, they will have more light.
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  • Stayed November 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MajorNYC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Public Relations Manager at Sheraton New York Times Square Hotel, responded to this review, November 12, 2012
MajorNYC,

Thank you for taking the time to review our hotel. Our central location is one of our best assets allowing our guests to be a short walk from so many NYC attractions. We are glad you were able to take advantage of our Link Cafe in the lobby, the internet became such a necessity to us in NYC after the devastation from Sandy!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Columbia, SC
Level Contributor
78 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 61 helpful votes
4 of 5 bubbles Reviewed November 8, 2012

No complaints about this hotel. Check in was prompt and courteous. Desk upgraded me to a great room. Room was spacious and clean. Housekeeping staff were very nice. Location was great for walking to Central Park and Times Square. I would stay here again.

  • Stayed November 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank GrizSC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Public Relations Manager at Sheraton New York Times Square Hotel, responded to this review, November 12, 2012
GrizSC,

Thank you for the great feedback. There is nothing better than hearing that you had no complaints about your stay or our property. Our number one goal is guest satisfaction and we are so happy we have succeeded. We hope to welcome you back on your next trip to NYC.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton New York Times Square Hotel

Property: Sheraton New York Times Square Hotel
Address: 811 7th Avenue 53rd Street, New York City, NY 10019-6002 (Formerly Sheraton New York Hotel)
Phone Number:
Location: United States > New York > New York City > Midtown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#43 Green Hotel in New York City
#184 Luxury Hotel in New York City
#201 Romantic Hotel in New York City
#217 Family Hotel in New York City
#224 Business Hotel in New York City
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Sheraton New York Times Square Hotel 4*
Number of rooms: 1780
Official Description (provided by the hotel):
Effortless travel awaits during your visit to New York City at our Times Square Hotel, located just steps from the Theater District, Sheraton New York Times Square hotel is located between Central Park and Times Square in Manhattan's Midtown business and entertainment district. THE PERFECT NYC MEETING SPACE FOR YOUR EVENT NEEDS Providing a dedicated event staff, redesigned ballroom space and flexible meeting rooms, our NYC meeting space can make your event a total success. 60,000 sq ft of premium meeting space, 43 rooms, customized food and beverage services and more. ... more   less 
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Also Known As:
Sheraton New York Hotel And Towers
Sheraton New York City
Sheraton Hotel New York
Sheraton New York Hotel & Towers
Sheraton New York Towers
New York City Sheraton

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