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.
The latest reviews. The lowest prices. The perfect place to shop for hotels.

“Customer Service”

Best prices for -
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 11 more sites!
Sheraton New York Times Square Hotel
Ranked #292 of 467 Hotels in New York City
GreenLeadersSilver level
Las Vegas, Nevada
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Customer Service”
Reviewed September 10, 2013

Edwin and Meredith provided excellent service for my family last week. Meredith helped to sort out my family members account after she discovered she was charged twice for the room. She stayed with us until the situation was cleared. After a mix up with the room, Edwin made sure the issue was cleared up immediately without any problems.

I have always been pleased with the service receive at this Hotel. However, Edwin and Meredith's professionalism and ability to get to the bottom of the situation quickly exceeded my expectations.

Before the day ended Meredith was able to assist my family member with the process of having her account balance corrected.

Such a commitment to great customer service is to be commended. You can be sure that I will continue to do business with The Sheraton for years to come. I will also recommend The Sheraton to all of my family, friends and coworker.

  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank divagail
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, September 11, 2013
Thank you for taking the time to review our hotel. Guest satisfaction is our number one goal and there is nothing better than achieving that! We are happy our hotel met all your needs during your stay! It is so wonderful to hear that Meredith and Edwin were able to make your stay with us more enjoyable! Our staff truly cares for our guests and we love to see that shine through. There is nothing that makes us happier than hearing that you would recommend us while visiting New York City! 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.
Write a Review

7,306 reviews from our community

Traveler rating
    2,369
    2,752
    1,386
    478
    321
See reviews for
2,257
1,877
254
1,513
Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (1,546)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Czech first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Polish first
  • Portuguese first
  • Russian first
  • Serbian first
  • Spanish first
  • Swedish first
  • Turkish first
  • Any
English first
Atlanta, Georgia
1 review
Reviewed September 10, 2013

i just returned from a girls getaway and as long as the Sheraton is in New York i will have a place to stay. Everyone was so friendly and accomodating. It started from the front desk, concierge, housekeeping, bar staff, Hudson market, and the bellmen; they took good care of us. The bottom line everyone was on top of their game and this made our girls getaway the best so far!!!!!

Room Tip: High floors are a better choice.
See more room tips
  • Stayed September 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank november1109
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, September 11, 2013
Thank you for sharing your experience with us. Guest satisfaction is our number one goal and there is nothing better than achieving that! We are happy our hotel met all your needs during your stay! Your kind words regarding our staff are greatly appreciated and we look forward to sharing them with our team. There is nothing that makes us happier than hearing that you will return on your next visit to New York City!

Warm Regards,

Joseph Giordano
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Erie, Pennsylvania
Level Contributor
45 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed September 10, 2013

Stayed here for 4 nites while in town for a wedding. At check-in, I asked if it was possible to get an upgrade to a king room with a chaise lounge where my daughter could sleep while my wife & I used the king bed. We were booked for two double beds but that would have been too small for us three. Without hesitation, the gentleman behind the desk (Sorry-i forgot his name!) checked his computer and immediately upgraded us for no charge. Only in the hotel for 5 minutes and I've been treated very professionally and kindly. Yes, the rooms are more compact than your average hotel room but we made due just fine. The sheets were very comfortable and crisp-almost like they were ironed with starch. Great touch. The bathroom was very clean with good pressure from the shower-head, and an ample supply of towels. I did call the front desk asking for linen to use for the chaise, and i swear they were at my door with sheets and a blanket before I hung up the phone!
The staff at this hotel is second to none. From the ladies cleaning the rooms, to the maintenance man we passed in the halls, to the bellhops and concierge team, these people were awesome. Never did we detect a sense of rudeness or unwillingness to greet us. Usually, they said hello to us first! The only name I do remember from the long weekend was James, who helped me in the lobby with directions and also a restaurant recommendation. Great guy and very helpful. I could tell he was happy to help us.
We didn't eat at the hotel restaurant, as prices were excessive, but we wanted to try some local places anyway.
Yes, the room rates are quite high for the budget minded traveler, but if you're looking for a hotel with great location and outstanding service, the Sheraton New York Times Square can't be overlooked.

  • Stayed September 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank dcu82
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, September 11, 2013
Thank you for taking the time to review our hotel. It is so wonderful to hear that James 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. It is great to hear that our central location added convenience to your stay. There is nothing we love to hear more than our guests loving their experience with us! 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.
Jakarta
Level Contributor
140 reviews
50 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
Reviewed September 10, 2013

The rooms are quite small and it is an old hotel.
However, they were renovating when we stayed there.

Tips: pick the renovated rooms, they are a bit more clean and obviously feel more refreshed.

The internet should be free as with the kind of price they are charging, internet should be free.

The location is superb because it is close to all the main attractions and just across the road you could catch the Broadway shows that you love.

Room Tip: Pick the newly renovated rooms. Better than your standard ones.
See more room tips
  • Stayed May 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank les_canadiens_jkt
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, September 11, 2013
Thank you for the great feedback regarding our newly renovated rooms. Guest satisfaction is our number one goal and there is nothing better than achieving that! 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.
Belgrade
Level Contributor
17 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed September 9, 2013

Stayed here for a couple of nights during stay in New York. Location: AMAZING! 2 minute walk to Times Square for real. Rooms are small, but cosy. nice sheets and all you need in room- even iron and iron board, which is nice if you're here for business and you need last minute shirt fix up. Be aware of the prices in nearby souvenir shops- they are quite rip off!

  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BWMarija
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, September 11, 2013
Thank you for the great feedback. I am glad to hear that your room experience was comfortable and accommodating. 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.
Liverpool, United Kingdom
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed September 9, 2013

On arrival we (a party consisting of 4 adults checking into 2 rooms) were greeted by 'Lin' who was very friendly. He asked us to confirm we had booked 2 rooms consisting of 2 beds in each room. We were confused as we had booked 2 rooms consisting of 1 queen size bed. Lin was more than helpful to fix this fault in our booking and arranged the 2 rooms we had initially booked. We were also given free internet in our rooms. When we reached our rooms (via a very fast elevator) we were surprised at the size of the room which was more than adequate. The bathroom was extremely well finished and the bed was very comfy. The room in which the other 2 of our party were staying found that they had to pull down their bed but this proved no hassle throughout the stay. The view from both rooms allowed us to see the whole of times square and New York's amazing skyline.
Overall a brilliant experience in the Sheraton NYC and I would definitely recommend to anyone planning a trip to NYC. We are already looking at staying in the Sheraton hotel in Canada.

Room Tip: Corner rooms give a brilliant view. Higher floors experience less noise.
See more room tips
  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Bee2309
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, September 11, 2013
Thank you for sharing your experience with us. Guest satisfaction is our number one goal and there is nothing better than achieving that! We are happy our hotel met all your needs during your stay! It is so wonderful to hear that Lin 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. There is nothing that makes us happier than hearing that you would recommend us while visiting New York City!
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.
Salisbury, Massachusetts
Level Contributor
70 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed September 9, 2013

As a platinum member, we were disappointed that we could not upgrade to a suite from 4009. HOWEVER, we walked everywhere ... Central Park, Times Square, Theater. Staff were wonderful with directions on utilizing the subway. Very easy to go to Yankee Stadium on "D" train and 9/11 Memorial on "E" train. Taking the train from Boston (south station) to NYC (penn station) was easy and affordable.
Bathrooms are very cramped, but we didn't spend too much time in our room.

Room Tip: I would have been more insistent on a better room. Platinum membership should be worth something!!!
See more room tips
  • Stayed September 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank pattysea
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, September 11, 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! Your kind words regarding our staff are greatly appreciated and we look forward to sharing them with our team. 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.
Hotels you might also like...
Travelers also viewed these New York City hotels
Midtown
Crowne Plaza Times Square Manhattan
Crowne Plaza Times Square Manhat...
#193 of 467 in New York City
4.0 of 5 bubbles 9,281 reviews
Midtown
The Westin New York at Times Square
The Westin New York at Times Squ...
#182 of 467 in New York City
4.0 of 5 bubbles 2,087 reviews
Midtown
Hilton Garden Inn Times Square
Hilton Garden Inn Times Square
#150 of 467 in New York City
4.5 of 5 bubbles 6,846 reviews
Show Prices
Show Prices
Show Prices
Midtown
Novotel New York Times Square
Novotel New York Times Square
#134 of 467 in New York City
4.5 of 5 bubbles 4,948 reviews
Midtown
Hilton Times Square
Hilton Times Square
#106 of 467 in New York City
4.5 of 5 bubbles 6,537 reviews
Midtown
DoubleTree Suites by Hilton Hotel New York City - Times Square
DoubleTree Suites by Hilton Hote...
#171 of 467 in New York City
4.5 of 5 bubbles 7,739 reviews
Show Prices
Show Prices
Show Prices

Been to Sheraton New York Times Square Hotel? Share your experiences!

Write a Review Add Photos & Videos

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
#186 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 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Hotels.com, Expedia, Travelocity, HotelsforEveryone, Hotwire, getaroom.com, Cancelon, Priceline, Evoline ltd, TripOnline SA, HotelQuickly and HotelsClick so you can book your Sheraton New York Times Square Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
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

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing