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Grandmaat40
Cheektowaga, NY
Wonderful stay
5.0 of 5 bubblesReviewed Sep 16, 2019
I cannot believe what a great hotel this is. From the time we checked in to the time we sadly checked out, everything was great. Your staff is extremely friendly and knowledgeable. A smile was always on their faces. The room was spacious and cooling and heat are easy to control. I appreciate the in-room safe. Location was wonderful. Not being in the middle of times square is a blessing. So many great places to eat within a couple of blocks. Subway access right at the corner. I'm looking forward to another visit.
Date of stay: September 2019Trip type: Traveled as a couple
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Reviewed September 16, 2019

I work for a university and we brought a group of alumni for four days to see Broadway shows and to experience NYC. Wonderful trip and great accommodations. The housekeeper was amazing and accommodating to my needs. WIFI was included with our group, but not free WIFI generally for guests. There are a decent number of places in the lobby to sit, but these spaces were in high demand.

Date of stay: September 2019
  • Trip type: Traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
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1  Thank mattgin
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed September 16, 2019

Don't be fooled by its sparkling marble in the lobby or its high prices; this is not a nice hotel.

Even the premium king-bed rooms are tiny, with very low ceilings, giving a very unpleasant claustrophobic feeling. Moreover, everything in the rooms is old, not super clean and shows clear signs of wear and tear. Nothing terrible, but certainly very disappointing given how much this place charges per night.

Speaking of charges, beware: WiFi and WATER are NOT INCLUDED.
A 4oz bottle of water costs $12. Yes, you read that correctly.
WiFi is $15 per day. However, if you actually want it to work, you should buy the $19 premium WiFi.
Breakfast is about $40 and the food is bad. There only two options for hot beverages: either the house coffee that tastes like dirt or nothing.

Unless you are at the top floors, the rooms are no noisy that you might as well open the window. It sounds like you are in the street, and this is Manhattan. So good luck getting any sleep. The rooms at the top of the building are pretty quiet, but more expensive.

The staff are rude. Aside from one polite receptionist, everyone else I interacted with behaved somewhere between unprofessional and openly rude.

There is one thing this hotel excels at: collecting outrageous extra fees for basic services that should be included in any respectable hotel.

Room tip: Request a room in the top floors (> 40)
Date of stay: September 2019
  • Trip type: Traveled on business
    • Sleep Quality
    • Rooms
    • Service
2  Thank Matteo S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
TeamMarriott, Manager at Sheraton New York Times Square Hotel, responded to this reviewResponded September 17, 2019

Dear Matteo S.,

Thank you for sharing your review and the details surrounding your recent stay. We appreciate you bringing these issues to our attention and assure you that corrective measures have been taken. Our team's first priority is making sure that every guest has a comfortable and relaxing stay, and we apologize that this was not your experience. However, please know our fees and pricing are listed on our website so our guests have this information prior to booking with us. We also are happy to answer any questions you may have, but we assure you that our pricing is competitive with other hotels of the same caliber in the area. It was our pleasure serving you this time, and we hope you will give us another chance in the future.

Joseph Giordano
Reputation Management Coordinator

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Reviewed September 16, 2019

We stayed here for 4 nights. The hotel is modern and clean. Very easy access to mass transit and only a few blocks from Times Square. The Club Lounge us incredible. Full breakfast buffet and the evening buffet could easily be your dinner. Staff in the Club were very attentive and the food was frequently refilled. Hotel has a very cool smart elevator system!

Date of stay: September 2019
    • Location
    • Rooms
    • Service
2  Thank Martin S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed September 15, 2019

Nobody can top Charlette from the club lounge! Absolutely stellar service and a wonderful experience that keeps customers coming back. Thank you Charlette for always taking care of everyone and keeping us coming back!

Date of stay: September 2019
  • Trip type: Traveled on business
    • Value
    • Location
    • Service
1  Thank NotApplicabIe
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed September 15, 2019

Room was small. Smallest of bathtubs.

Asked for washcloths and promised delivery. First time got them after 3 reminders. Next time we asked never got them.

Concierge was very helpful every time.
Front desk was friendly most of the time.

Excellent elevator system.

While noise from the street was terrible, it was an experience.

Date of stay: September 2019
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
1  Thank theanglers2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
TeamMarriott, Manager at Sheraton New York Times Square Hotel, responded to this reviewResponded September 16, 2019

Dear theanglers2019,

We are very thankful for your business and for the time you took to let us know about your experience. Although we are happy knowing how much you appreciated our friendliness and elevator system, we would like to apologize for the issues you did encounter. We can only improve with our guests' feedback, so thank you for taking the time to share these comments so we may appropriately address these. We hope you will consider visiting with us again. We assure you that you will see improvement. Until then, please travel safely.

Joseph Giordano
Reputation Management Coordinator

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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