Sheraton New York Times Square Hotel

I saw the reviews regarding these issues and was hopeful that with previous feedback improvements would have been made. It’s obvious these are system and staffing issues that the hotel does care about fixing.

The worst hotel stay,I ever had in my entire life, front desk staff was very rude and arrogant, room was smelling very badly and beds were not maintained properly.

Great location. Close to all the tourist attractions.

There’s a destination charge and they tell you there’s a credit you need to use at the lobby bar (long lines) or restaurant (long lines) and so if you use the credit on something else, then you’re still spending $35 on destination fee ! Anyway , location is convenient but I think I would pick another hotel next time that is not so crowded. Didn’t feel like a “Sheraton”

Terrible experience. Stay at the Hilton next door instead. Plugs don't work in the room, empty dusty minibar, wear and tear everywhere, everything's broken, hours-long check-in process, waits for the elevator banks are epic. Staff are friendly but management needs to be replaced. Sheraton or whatever hedge fund owns them is clearly systematically disinvesting in this property and it shows. Just enshittification everywhere. TEMU hotel.

Nuestra experiencia en el hotel fue bastante decepcionante. La habitación se encontraba maltratada, con muebles deteriorados y algunos incluso rotos. El baño presentaba fugas de agua, además de una falta de mantenimiento evidente. También tuvimos problemas con la disponibilidad de jabón y artículos básicos para el baño. Los ascensores presentaban fallas, lo que hacía incómodo y lento el desplazamiento dentro del hotel, especialmente considerando la cantidad de huéspedes. Otro punto que nos pareció muy negativo fue un cobro de US$160 por concepto de “security”, que según nos indicaron debíamos consumir exclusivamente en los restaurantes del hotel. Consideramos que esta condición debería ser explicada claramente al momento de hacer la reserva, ya que representa un costo adicional importante y limita considerablemente cómo se puede utilizar ese dinero. Por el precio que se paga por hospedarse en un hotel de esta categoría y ubicación, esperábamos mejores condiciones, mayor mantenimiento y un servicio acorde con el nivel que proyecta la marca Sheraton. En general, consideramos que el hotel necesita mejorar considerablemente el mantenimiento de sus habitaciones, baños, ascensores y la transparencia de sus cargos adicionales.

Excellent ubicacion

Friendly staff and nice room size. Rooms could do with an upgrade but it does the job. Clean and comfortable in a great location. Great reception area with plenty of seating and a Starbucks.

It was a lovely stay with the family.

It was only 2 elevators working to carry people for flors 4-20. So around 50 people waiting on the lobby and when the elevator came regardless that the maximum capacity for elevator was 8 people, each elevator carry around 15 if not more people. Totally desapointed!

It is in prime location, but the treatment was not that great. I guess booking through Expedia/other agencies Vs directly booking with them makes a big difference. In spite of requesting them to add my existing Bonvoy number ( both directly and through Expedia messaging system) , they didn’t add it. Both rooms were in the lower floors ( 8th in a 50 floor hotel ) and had to wait 5-10 minutes for the lift. Literally there was dirt it on the fridge and coffee area in the room. Again, as I have reserved this through Expedia, they seem to have assigned rooms in no so good condition. Bad experience for the the money spent.

waiting for the elevators was the only bad experience.

The restaurant matre’d let us place our food order shortly after kitchen cut off time because we had just gotten there after a lengthy airport delay at LaGuardia. Otherwise we would not have Any food since noon. Very nice of him! Also, our waiter was very gracious, even though we probably kept him late. They did seem to be a problem with flies and the restaurant dining area both late last night and also for breakfast this morning.

Two separate times the water ran cold and never heated up. There were broken light fixtures and plugs broken in the outlet in my room. Disappointed overall. Requested 1 hour delayed checkout in the app and they responded they were full and "sorry for the incontinence".

Bar staff not as friendly and request toook awhile to be fulfilled

So…. I definitely expected more quality from the Sheraton brand. Giving us two bottles of water “free” was nice. $35 destination fee applied towards getting a coffee or cocktail in evening.

My room was terrible. No ventilation in restroom made for a soupy nightmare. Worse, no soundproofing meant no sleep. Hearing everything in the neighboring rooms was disturbing. Not the neighbor's fault either- they weren't trying to be heard while they did their morning bathroom routine. I did get upgraded from floor 11 to floor 50 on my 2nd day to help resolve the issues but other than a better view and quiet there were just a host of new problems!! The Sheraton doesnt even keep their top floor nice! Im just so angry and disappointed, this was a special occasion ruined. I am not wealthy but I tried to have a bucket list trip to NYC and I was cheated by this hotel. I was trapped by the elevators with other guests so many times it was comical. Like, how can it actually be this bad and the Fire Marshall hasn't shut them down yet? My arm was bashed and bruised by an elevator door when I simply tried to hold the elevator for another guest. They also charge an extra 40 bucks a day. We can use 35 like a daily use or lose coupon to the bar. But its only valid in the prime time hours when you want to be out enjoying the city. No booking, keep looking!!

Elevators were slow and took forever. I booked two rooms and I was given rooms on different floors. Rugs in the hallways were taped with duck tape. One room didn't have towels. Went to 3-4 floors to get ice but none of the ice machines worked. Horrible hotel.

Location is great if wanting to be near the theater district. I rented 2 rooms. The rooms are serviceable. Tight quarters but to be expected in NYC. The bathroom wallpaper was peeling and paint was not fresh. I had to wear socks in the room because the carpet felt sticky. My parent’s room was missing large towels and both our TVs gave us trouble. When they called for towels nobody ever picked up or called back. The water took a long time to heat up. It is a massive hotel and I am guessing understaffed. I ran into an issue with my room key and the gentleman at the counter went above and beyond to help. I would stay again if I was in a pinch but will probably look elsewhere first.

Rooms furniture is old run down