Sheraton New York Times Square Hotel

This is the worst hotel to stay at. Named a 4-star but in reality it was a terrible stay. The reception staff is extremely rude, always speaking with aggression and highly ill-mannered. Terrible service, they treated us with utmost disrespect and wouldn’t even give us water. Whenever asked for anything at the reception, they would always reply in the most demeaning and disrespectful manner, making it the MOST unpleasant stay I’ve ever had at a hotel. They even charge an extra destination charge here which is an absolute waste of money. Don’t waste your money and time at this place. Read less

This hotel is in serious need of a major renovation. Everywhere you look something is dinged, chipped, torn, etc. The lobby was absolutely filthy during my visit. Trash was everywhere, the furniture had been moved all over the place, for some reason there were banquet chairs scattered about, and the floors were gross. The lobby trash cans were seriously overflowing everywhere so the hotel's solution was to drag out a huge rolling trash can and leave it there beside the other cans. Shortly after the new can appeared I saw a woman walk over and violently vomit into it and walk off. It seemed strangely on key and I will forevermore think of this hotel as the Sheraton Vomitorium. Read less

Great stay for 6 nights. Not sure what other reviewers have been seeing but this hotel was a decent, central location and the cherry on the cake was the fact we could use our destination fee for food in the hotel which saved us money everyday. Bed and pillows comfortable, room is dated yes but who has the time to sit and look at the walls and carpet when you are in NYC?! Busy with conferences , but aren't all big hotels these days?! Plenty of elevators to get you up and down so didn't affect our experience. Cleaners were great and made up our rooms everyday. Can be noisy from 6am but you are in the city than never sleeps! Nice little gift shop at the back of the lobby too for soveniors and room snacks. To be honest after reading the reviews prior to going I was worried, but there was absolutely nothing to be worried about, great stay! Read less

Disappointed with this hotel and as a Bonvoy member My first concern is that during the stay if I have any concern it’s possible to put a request or query in the app connected to that stay. But it’s anything but user friendly. During the chat I realised that the person is actually a global service desk and not from the hotel. I had problem and I had concern as a guest but was asked to contact the manager. Shouldn’t it be the other way around? Second I want to rate the hotel but no way I can rate it in the Bonvoy app, how will you know about my experience. I checked the app but there is no option of that. Now coming back to my stay - Sheraton though under the category of premium but this one is anything but premium. The front desk is absolutely lacklustre and not professional at all. There’s nothing about good customer service over here. Just saying thank you for being elite member is not enough. No information about the breakfast option which is something strange in NYC hotels like you need to have a voucher. Anyway I had to ask about it. Coming to upgrade, higher floor does not mean upgrade. I was very proudly told that it’s 100% occupancy. How you say things matter!!! Coming to 100% occupancy is good news for you and total chaos in the lobby. It was bit of a mess at the lobby lift because it’s bit complicated and it took me a while to understand. The front desk could have given some input on how to go about it. The room was old, bumpy carpet and stained linen. I stayed in Courtyard few blocks away in the broadway district few weeks back and this hotel is nothing close to that in terms of service quality. Also to add the breakfast hostess has an unpleasant attitude. Ofcourse the only staff who were nice courteous are the guys in concierge. This was a totally forgettable stay and totally disappointed as a Bonvoy member Read less

I booked a room for my wife, before the stay I called to make sure everything was going to be OK and that she could check in. I was advised to call reservations and add her to the account/reservation and I did. When my wife went to check in she was immediately greeted with hostility and told that she was not on the reservation. When she let them know that i had called, she was told that there was nothing on their screens and that she could not check in. Seth (the Manager) came out and continued to belittle and speak down to my wife and threaten her to move away from the front desk or face a canceled reservation. She did and i called members services. Bonvoy let me know that my wife and i were both now banned from the hotel. My wife and i have always done this and every hotel has been great and provided amazing service. Avoid this place if you can the staff is rude, dont believe me; give them a call and you will be able to tell from the first 10 seconds of a call. Read less