We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Sheraton New York Times Square Hotel
Nearby Hotels
Hotel Belleclaire(New York City)(Great Value!)
$178
Expedia.com
View Deal
Certificate of Excellence
  • Free Wifi
  • Fitness center
Millennium Broadway New York Times Square(New York City)(Great Value!)
$326
$271
Expedia.com
View Deal
  • Restaurant
  • Room Service
The Westin New York Grand Central(New York City)(Great Value!)
$249
$239
Expedia.com
View Deal
Certificate of Excellence
  • Restaurant
  • Room Service
Hotel Edison Times Square(New York City)
$176
$135
Expedia.com
View Deal
  • Bar/Lounge
  • Fitness center
YOTEL New York(New York City)(Great Value!)
$187
$114
Official Site
View Deal
Certificate of Excellence
  • Free Wifi
  • Restaurant
The New Yorker A Wyndham Hotel(New York City)(Great Value!)
$171
$152
Expedia.com
View Deal
  • Restaurant
  • Room Service
$167
$136
Expedia.com
View Deal
  • Restaurant
  • Room Service
Park Central Hotel New York(New York City)(Great Value!)
$159
$120
Park Central
View Deal
  • Bar/Lounge
  • Fitness center
Blue Moon Hotel(New York City)(Great Value!)
$100
TripAdvisor
View Deal
  • Free Wifi
  • Breakfast included
$331
$297
Expedia.com
View Deal
Certificate of Excellence
  • Restaurant
  • Room Service
Reviews (9,050)
Filter reviews
9,050 results
Traveler rating
2,938
3,305
1,712
635
460
Traveler type
Time of year
LanguageAll languages
More languages
2,938
3,305
1,712
635
460
Show reviews that mention
All reviewsthe club loungecentral parktimes squaregreat locationnew yorkbusy hotelstarbucks coffeelarge hotelfew blocksrockefeller centersubway stationhigher floorbig applestreet noiseelevatorlobbynyc
Filter
Updating list...
6,691 - 6,696 of 9,050 reviews
Reviewed May 7, 2013

I am a Canadian female traveling with two Australian guys. We stayed at this hotel at the beginning of a 6 week road trip across the United States. All three of us work in the hospitality industry and travel very frequently. We have all stayed countless times at Sheraton hotels and other Starwood hotel locations around the world and we were are all blown away by the lack of quality and care at this Sheraton.

Upon arriving we were surprised at the parking rates for hotel guests. Although it is New York City and the location of the hotel is terrific, $50 a day to park with no in-and-out privileges, and no vehicle access (we attempted to get something out of our car during our stay and were met with frustration and hassle from the garage staff), was a bit much.

We had quite a bit of luggage to take to our room from the car-park and couldn't locate a porter cart, let alone a porter to assist us.

We made our reservations online and paid for the room with a credit card upon check-in, expecting no issues.

We went up to our room and we were immediately met with the smell of stale water. We weren't sure if it was the carpet or something else but it was extremely off-putting. We were also given a single king bed when we had requested two doubles. We called down to the front desk just to check the reservation to make sure we hadn't selected the wrong option online when we reserved the room. The girl who answered was rude and told us to come down to sort it out. We ended up switching to the right room and settled in.

We also found out at this point that they only offered free wi-fi in the lobby and to use the internet in the room we would be charged $15 per day. We ended up spending $45 on wi-fi that was patchy and didn't work most of the time.

We decided after day 2 that New York was too beautiful and too big to see in 2 days so we decided to stay a 3rd night. We went to the front desk to inquire about staying in our same room and we were luckily able to do so. At this time we asked if it would be possible to pay cash for the room (still leaving a credit card for incidentals), and the reservations agent said this would be no problem, just to mention it upon check-out.

During our stay the housekeepers didn't tend to our room once without request. We had to call down for fresh towels. We left and returned hours later to see that fresh towels still had not been brought up.

The room across from us put dirty dishware in the hall to be removed, but it stayed there in the hall for the entire duration of our stay. Three days and dirty glassware couldn't be removed by a passing housekeeper? This is NOT what we would have expected from a Starwood hotel.

At this point we were slightly frustrated and reached out to see what could be done to correct the issues and concerns we had. We were told we would be contacted by a manager before checking out. We ended up with zero contact from anyone regarding this issue. We used the online chat service provided by Sheraton to discuss our concerns with a representative - which was going well until the internet in our room cut out, at which point we lost the conversation. We e-mailed them at this point and were then told someone would contact us. We still haven't heard from anyone.

We checked out - paying with a debit card for the last night and internet ($360.52!) and cash for the parking ($158).

A few days after leaving New York (keep in mind we are now on the road for the next 5 weeks) we noticed that our banking didn't add up. They had not only charged us on the debit card, but they had also charged the full amount on the Mastercard we had left for incidentals. We gave it a few days thinking maybe it would be released and was just held as security. After 10 days the amount still had not been released. We called the Sheraton to ask about the charges and were met with extremely rude staff while trying to sort out the issue. The Sheraton insisted that we hadn't been charged twice and that the only thing charged was the Mastercard, even though we had the paperwork in front of us that showed we had paid with debit. We called several times to try to speak to different people about the issue hoping that we could get through to someone who was able to help. At this point we had spent 2 hours of our trip on the phone with the accounting department trying to sort out the issue to no avail. They told us to fax them paperwork and call back at certain times - trying to do this from the road was not worth the hassle so we agreed to sort it out when we returned back to Toronto.

We didn't want the stress on the rest of our trip so decided against staying at any Starwood locations throughout the rest of our trip (5 weeks of business out the window thanks to this Sheraton stay). Instead we ended up having an incredible vacation staying at wonderful hotels across the country in cities such as L.A, San Fransisco, Washington, Big Sur, Seattle, Portland, San Diego, Santa Barbra, Austin, and New Orleans.

Upon returning home we have made several calls to the Time Square Sheraton to try to sort out the missing money and have been given every excuse and response in the book. We have tried speaking to different departments, we have even had the banks involved call the Sheraton on our behalf to explain that yes we in fact have been charged twice. We have spent hours on end talking to representatives from the hotel who are blaming everyone but themselves. In the beginning they said we hadn't been charged and by the time the banks were calling they had changed their story saying that it sometimes takes up to a month for pending charges to be released.

The entire time we have been dealing with these issues we have kept our calm and been as understanding as possible. In return we have een treated to rude representatives and unreturned calls, have left countless voice-mails and have heard all kinds of excuses.

The Sheraton was the most expensive hotel we stayed at after all was said and done, and it was by far the worst.

In some states we stayed at budget hotels for a quick fix while driving (most smaller cities don't offer luxury hotels) and we had better service. Super 8's and Motel 6's that were $65 a night ended up offering us more positive experiences than the Time Square Sheraton. Beautiful clean rooms, full complimentary breakfasts, free wi-fi and most importantly we were always greeted with friendly, kind, and attentive staff who were happy to go above and beyond to meet our expectations and make our trip memorable.

With this review we will be writing positive reviews for the other hotels who met, and in most cases, exceeded our expectations across the board.

To any travelers looking for a terrific hotel in the city - there are countless others that will exceed expectations. I would hate for anyone to go through the hassles we have and for it to ruin their vacation. We were lucky that the missing $400 didn't impact our trip, but to those on a budget (as most travelers are) looking to the Starwood to offer them something spectacular as a splurge is not worth the risk. Stay at the W or a Westin and you will not be disappointed!

In the end, a sincere apology would have gone along way in this case - another thing we have not yet received from ANYONE at the Sheraton.

We will not be using Sheraton or any Starwood hotels in the future and we will be sharing this experience with friends, family and other people in the hospitality community.

  • Stayed: April 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank jesileev
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 7, 2013

Had a conference that was advertised here, but turned out to be across the street. The hotel was gracious to me as a traveler in helping me to figure out where everything was both in and out of the building. Room and ambience was great as well. Breakfast (and room for that matter) was pricey for what was on offer, but it was pouring out so I was a captive prospect. No shower lining or curtain at all in the bathroom- I think that was an innocent oversight that led to my choice for a bath instead.

  • Stayed: April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Woodangme
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this reviewResponded May 14, 2013

Thank you for your review. There is nothing we love to hear more than our guests loving their experience with us! Here we take guest feedback very seriously and will take into consideration all of your thoughts. We hope to welcome you back on your next trip to New York.

Regards,

Joseph Giordano

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 7, 2013

On a recent trip to NYC to celebrate a birthday and take in some Broadway shows and concerts we stayed at the Sheraton, off 7th Avenue and 53rd. This is a very convenient location; within walking distance to all the theaters but not adjacent to Times Square and the frenetic, bustling traffic and crowds in a more central location. The check in service was friendly and prompt; the long line moved quickly. On the third day, three of the elevators malfunctioned so service was slow but the bell/service staff was right there to assist and escourt everyone to a better location to catch a working elevator. This problem was resolved promptly.

There is Lindy's delicatessen next door; 810 Deli across the way and a pharmacy and Majestic Delicatessen within five minutes walking. Everything is conveniently located and its very
simple to catch a cab from this location. We have previously stayed at the Marriott Marquis but prefer this location-- not so crazy and the service was commendable. We enjoyed a partial view of Central Park from our 33rd floor room. There is a Cafe link- internet access (first 45 minutes free) and first five pages of printing free downstairs. There are ample terminals and WI FI access. The coffee downstairs was excellent as well. On our next trip to NYC, this will be the preferred accomodation.

  • Stayed: May 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank sharkisland
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this reviewResponded May 14, 2013

Thank you for the feedback. It is so wonderful to hear that our staff was able to make your stay with us more enjoyable! Our staff truly cares for our guests and we love to see that shine through. Our location is second to none! We are just close enough to Times Square and many NYC attractions but a few blocks from the hustle and bustle to give our guests some relaxation. We look forward to your next visit!


Warm Regards,

Joseph Giordano

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 7, 2013

Time's Square is definitely not my first choice when staying in NY, but an overseas friend was visiting and this area was a "must see". Having stayed in NY numerous times my personal preference is to stay away -- far away -- and take a subway or bicycle to visit Time's Square (and then only if I must).

With that said (and with over 150 nights in hotels over last 12 months), for it's locale, this property is entirely adequate. It's clean, quiet, safe and very close to Time's Square, Central Park, St Patrick's, shopping, et al. The rooms have excellent black-out shades and the ventilation worked very well. The gym is sizable and functional. I didn't bother with the hotel restaurants (or any of the traps near Times Square) so I can't comment.

Rooms are small, check-in took quite some time (well, there of course was an event), elevator wait times can be intolerable if you're on a high floor, and the internet is as fast as sipping a thick milk shake through a cocktail straw; but, overall, you're in the thick of it . So, if you're up for the "tourist experience", this is certainly one of the better hotels in the area. I would recommend it and stay there again -- but, only if I must stay in Time's Square.

Room Tip: There are two banks of elevators. One serving high floors; the other serving lower floors...the latter has little-to-no backlog. The former...well, it can be quite the wait. With that said, the higher floors (we were on 38) were very quiet.
  • Stayed: May 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank AppliedAquinas
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this reviewResponded May 10, 2013

Thank you for your review. On behalf of our team we are glad you had an overall positive stay. We do apologize for the small issues you experienced during check in and hope we can fully exceed your expectations upon your return!

Sincerely,

Joseph Giordano

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 7, 2013

This hotel is in a great location , center to everything.
The hotel staff very friendly, rooms clean and lobby bar nice to sit and relax tired feet from walking all day !! Computers available no waiting .
I would recommend this hotel as you are just blocks away from times square one way and blocks away from Central Park the other way . Broadway is right there , just minutes away.
the hop on hop off bus stops just across the street.
We stayed over the Easter weekend 2013 and would stay at this hotel again. Can't wait to go back
Rosie O' Grady's is an amazing restaurant right across the street with delicious food, and even more amazing prices. We ate there twice !! Filet and lobster $37.00 and tasty !!

Room Tip: rooms are New York size so don't expect largeness !! but the amount of time you are in them they were fine , clean and comfy beds
  • Stayed: March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank jammiesmom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Devon C, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this reviewResponded May 10, 2013

Thank you for the feedback. It is so wonderful to hear that our staff was able to make your stay with us more enjoyable! Our staff truly cares for our guests and we love to see that shine through. Our location is second to none! We are just close enough to Times Square and many NYC attractions but a few blocks from the hustle and bustle to give our guests some relaxation.


Warm Regards,

Joseph Giordano

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
View more reviews