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“Joy at the Registration Desk”

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Sheraton New York Times Square Hotel
Ranked #286 of 466 Hotels in New York City
GreenLeadersSilver level
Fort Wayne
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
“Joy at the Registration Desk”
Reviewed July 12, 2013

Our trip to New York was greatly enhanced by the person behind the registration desk at the Sheraton, New York Hotel. Her name is Joy ! She had a sympathetic ear to our complaint and helped us by solving the situation for us. She listened to us carefully and then took action to resolve the problem. She also gave us some timely advice to make our stay in New York much more enjoyable. Joy took the time and treated us with kindness and thoughtfulness and made us feel as if we had known her for long time. Hopefully, there are others on your staff like Joy !!
She is truly a JOY for your hotel..

  • Stayed July 2013, traveled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
2 Thank Jim R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationManager, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, July 15, 2013
Thank you so much for taking the time to write this fantastic review. There is nothing we love to hear more than our guests loving their experience with us! It is so wonderful to hear that Joy 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. We look forward to your next visit!

Warm regards,

Joseph Giordano
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Singapore, Singapore
Level 5 Contributor
73 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed July 11, 2013

When i entered the Hotel for the first time , i was thinking to myself !!!! Oh my god !!
It was busy... more people there than you could see on a railway station in India or China . A constant buzz of conversation .

I thought to myself "Can i get good service here ?" to my own surprise , the answer was YES i will. .

To my surprise i did not have to queue up anywhere . The frontdesk was able to attend to me only after a short wait , everytime i was at the frontdesk ( 3 times )

Concierge was very friendly and very very helpful . They gave me a couple of very good restaurant recommendations , also guidance for Broadway tickets etc .

I will be returning to NY in 3 weeks , and one of the main reason i will again stay at Sheraton is the concierge .

Since i am an SPG gold member , at check in the reception offered me an upgrade to club room at a nominal cost , which i accepted .

The club lounge was well attended , but to me it fell short in terms of breakfast offerings and evening drinks and snacks . Just to give you an idea , the breakfast buffet was very limited , which is normal , but what stuck out like a sore thumb was that there was no cheese on the breakfast buffet , which i surely missed. In other club lounges they would offer complimentary drinks in the evening . But here they offer only snacks and soft drinks ...... i would expect that at the minimum they should have happy hours at the club lounge in the evenings.

I would once more take the club lounge option but the offerings must improve .

Rooms are compact , but well equipped , clean and neat .

Location of the Hotel is very good , but the name Sheraton Times Square is a bit misleading , since the Hotel is 10 blocks away from Times square.

I would go back and stay here

Only its too busy

Room Tip: I had a high floor room but it did not matter in the end . Since even at the 45th floor looking out...
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  • Stayed July 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
2 Thank SingaporeNRI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationManager, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, July 15, 2013
Thank you so much for taking the time to write this review, There is nothing we love to hear more than our guests loving their experience with us! Your kind words regarding our staff are greatly appreciated and we look forward to sharing them with our team. . We are so happy to hear you will be back for another stay in the future!



Warm Regards,

Joseph Giordano
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Superior, Colorado
Level 6 Contributor
125 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed July 11, 2013

We spent two nights at the Sheraton.. It's a very large note and very crowded while we were there. Lots of young people who appeared to be dance competitors filled the lobby each day. Elevators were constantly busy. The room was nice- adequate, and the front desk staff was very accommodating when we had questions. A very good NY deli was across 53rd St.

  • Stayed July 2013, traveled with friends
    • Value
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Helpful?
Thank Tozzie11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationManager, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, July 15, 2013
Thank you for sharing your experience. There is nothing we love to hear more than our guests loving their service and experience with us! We apologize for the delayed elevators and busy Lobby during your stay. We would love another chance to show you a great experience and apologize for any inconveniences this may have caused you.

Sincerely,

Joseph Giordano
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Alberta
Level 3 Contributor
16 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed July 11, 2013

We picked the Sheraton Time Square as we wanted a location close to all the action, and within walking distance of Central Park and the Hudson River.

Check In: There was some sort of dance competition going on in the hotel so the lobby was FULL of teenagers...literally hundreds of kids...not the kind of welcome we were hoping for - especially since this was the first holiday away from our kids in two years!! The lady who checked us in was a bit on the rude side...disputed my gold status, and did not offer any points etc. And when I indicated I'd take the 500 Starwood points she never did add it to my account. She might have been fed up with all the racket in the lobby...so I'm going to look past this. I don't blame her for being a bit grouchy...that lobby was a gong show.

Rooms: Very nice - recently renovated but a bit on the small size...in particular the bathroom. Very comfortable beds though! Given all the racket in the lobby...we were fortunate that the noise was not on the floors...we have a very quiet and restful stay.

Concierge: Very helpful in getting our tickets for the NY Yankees and with maps etc.

Lobby: I've already mentioned the whirlwind going on in the lobby...but that being said there is a really nice coffee shop that provides Starbucks coffees...and a place to check email etc. When it wasn't overrun with kids...it was a nice place to have a quick coffee snack.

Gift Shop: A very friendly and helpful lady in the giftshop...it is a bit out of the way (past the check-in desk) but it very well stocked.

Overall a pretty a good stay and an awesome location in NYC. It would have been better without the 10,000 teenagers...but that didn't diminish the fact that this is a very good place to stay if you want to be in the heart of the action off Time Square.

A suggestion...the Maison restaurant which is kitty corner from the Sheraton is a great spot for Breakfast or quick pint on the patio! It was our regular morning stop!

  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank nashorn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationManager, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, July 15, 2013
Thank you for your review. There is nothing we love to hear more than our guests loving their experience with us! 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. On behalf of our team we sincerely apologize for the busy lobby and Front Desk service you experienced our Director of the Front Office has been notified. 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.
Los Angeles, California
Level 3 Contributor
10 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed July 11, 2013

Stayed here for 10 or 11 nights on a business trip. We had the unfortunate experience of staying at the hotel during the same time that a Model UN conference was going on. Turned into a ton of loud, noisy party kids each night who I believe were on curfew & couldn't leave the hotel. So they took their parties to rooms & hallways.

We learned just how thin the walls are and how poorly sealed the doors to the hallway are. Not fun being woken up at 2AM by people yelling in the hallway (and I'm actually a very deep sleeper).

Aside from that, that hotel was OK. Lobby is always crowded. Rooms recently renovated which was nice. For tourists, I think it's in a great location. One big negative in my book is the gym- not nearly large enough cardio machines for the size of the hotel. And as if that weren't bad enough, it's also a gym that locals use & have memberships to. So you're competing with hotel guests plus people getting off of work. Typical wait for a treadmill was 10-15 minutes.

It's OK. May be worth it for the location & hopefully you won't have any noisy guests near you. I will note that the staff was very apologetic & did everything they could to keep the noise levels under control.

  • Stayed March 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
1 Thank DiveLJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationManager, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, July 15, 2013
Thank you for the great feedback. There is nothing we love to hear more than our guests loving their experience with us! Your kind words regarding our staff are greatly appreciated and we look forward to sharing them with our team. On behalf of our team we sincerely apologize for the excess noise in the hallway that you experienced during your visit. It is great to hear that our central location added convenience to your stay. 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.
orange County, Ca
Level 3 Contributor
13 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed July 11, 2013 via mobile

This hotel is great! Location, location, location! Right at Times Square, close to Rockefeller Center and easy access to transportation to all else! We have not had any issues and they serve Starbucks in room! My niece loved the pillows! "You sleep in a den of pillows and float into a sleep coma!" They were nice.

  • Stayed July 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Campbosco
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationManager, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, July 15, 2013
Thank you for the great feedback there is nothing we love to hear more than our guests loving their experience with us! 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.
Level 5 Contributor
69 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed July 11, 2013

The Sheraton location is great for jogging in Central Park, all attractions around Midtown and Broadway and most subway lines are easily accessed. Hint: the AirTrain from JFK (AirTrain, and transfer to Subway) stops on the hotel's doorstep. However, that's the positives for this stay at the Sheraton. Our check-in was downright rude; and we felt extremely unwelcome, although we even booked through the hotels own web-site. We were practically not talked to; frowned upon (since we are not Platinum members?) and not even replied when asked about the wifi. The room was rather old but regular standard for this level; however, the bathroom is really tiny and worn-out. The gym is great as far as hotel gyms go; however, they do charge extra for this. And the personnel at the gym are, well, not exactly welcoming you... They also charge extra for every little detail; wifi, luggage room use, even when you are checking out and need it for one hour, price per item... If I am paying well over 600 EUR for two nights, can't you just include one or two basic things in this? I guess this hotel is SO huge, that they just can't bother; it sells just fine anyway. Love the location but resent the feeling I got. Much better service at other similar places around the area.

  • Stayed June 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Minttuha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ReputationManager, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, July 15, 2013
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. On behalf of our team we sincerely apologize for the check in experience during your stay our Director of the Front Office has been notified. We hope you will give us another chance to give you the best experience you deserve.


Warm Regards,

Joseph Giordano
Report response as inappropriate
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:
#44 Green Hotel in New York City
#186 Luxury Hotel in New York City
#200 Romantic Hotel in New York City
#215 Family Hotel in New York City
#222 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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