Sheraton New York Times Square Hotel

The location of the hotel is great. But, it was all downhill from there. We arrived about 5 pm and got in (an extremely long) line to check in. While waiting I attempted to check in on the Bonvoy app, without success. (I later learned that the hotel's system doesn't interface with the Bonvoy system.) After waiting in line 45 minutes, we decided to check our bags and check in later because we had Yankees tickets. We returned about 11 pm and got in line to check in. It was twenty minutes before we reached the desk. I inquired about the 5 pm line and the staff said it was not uncommon. In my 40 years of staying in Manhattan hotels several times a year I have never encountered such a check-in experience! While the room was clean, it was very dated, e.g. there was no USB outlet to charge our phones. As a capper, the charge to my credit card was about $40 more than the hotel invoice. So, all-in-all, a horrible experience. With oodles of good hotels in midtown Manhattan, I have no intention of ever staying in that hotel again. Read less

Used to stay here annually, but it had been 10 years. Location still great of course. Club Lounge (which was great!) didn’t reopen after COVID and front desk agent tried to claim no hotels reopened their lounges. This, of course, is false. Construction is disruptive. Lobby is basically nonexistent and stays full of the very long lines of people waiting to see the few front desk agents. No mobile key, no elite check-in line… so no way to avoid at least a half-hour wait to check in. At one point we saw the check-in line extending into the street. Shower is nice and plenty hot. Daily housekeeping. Two free bottles of water available at the gift shop. Destination fee is made available as a daily credit for the coffee shop, bar, or restaurant. Read less

I don’t write many bad hotel reviews but after staying at the Sheraton Times Square I have to. Where do I begin? First of all this is an aging decrepit hotel helped slightly by new carpets they installed in the hallways and its location to Times Square which is its biggest if not only asset. But beyond that, don’t stay here don’t stay here don’t stay here don’t stay here First the check in. They refuse to check in anyone before 4pm because they say any of the 1780 rooms won’t be ready until then. Right. All 1780 rooms ready simultaneously at 4pm. Sure. ! Well what this causes is a huge traffic jam in the lobby at 4pm and half hour plus ++ waits until you can get a room key even if you gave your credit card info earlier. And they are brutally understaffed. I’m adding a photo to my trip advisor below that shows FOUR Main unmanned check in stations at 4pm (time date noted) which left three people in another section to check the huge line in (line photo included too). Nor is their any kind of special Bonvoy check in. No one on our long line was pleased. They have the nerve to charge $500 a night for a room but they can’t staff the front desk properly at check in time. Now let’s get to to the room. The doors between adjoining rooms are SO SO thin that I had neighbours knocking on my door multiple times for simply talking on the phone at a normal level. And note I could hear everything from their room too. I dared not turn on the tv. The hotel offered to send up a security guard but that was not the issue. The issue was they could have a double door system between rooms and alleviate this issue but the hotel is clearly underfunded and whoever the owners are they are seemingly simply milking every dollar out of a dying dinosaur of a hotel 🦖 The rooms were furnished a long time ago and the bathrooms are small. And the windowsills are dirty . As a Marriott Bonvoy titanium level I had a $35 credit for the breakfast buffet (which turned out to be almost $50 if you wanted a warm breakfast ) which included overcooked scrambled eggs—served in a dingy windowless dining room . I simply left and went down the street for breakfast. And the hotel is boarded up in many areas downstairs while they do work on the hotel and currently inaccessible from 7th avenue. And no usb / or c ports in the rooms. But why should we expect that. Nor do they have any refrigerators either in the room … So bottom line is to AVOID this old decaying badly furnished Sheraton at all costs. There are less expensive Marriott’s in the Times Square area or Manhattan for that matter with better rooms and better managed at lessor prices. DONT STAY HERE. I am checking out after one day. I want to be able to be in my room and simply talk on the phone or watch tv without disturbing a neighbouring room because management hasn’t spent an extra $200 for a double door between rooms. As I write this I can hear practically every word the people in the adjacent room room are saying!! And feel free to reach out to me if I haven’t already convinced you to choose anotherhotel !! Read less

Filthy hotel. Do not stay. I’ve been coming to NY for business for over 20 years, this room cost $700 and it was the dirtiest room I’ve ever stayed in. And the. There was the awful check in experience I’ve ever had anywhere. I arrived before my husband and they wouldn’t let me check in until they could get hold of him and a copy of his id and an email from him confirming my name and a copy of my ID. Now, if it was possible to add my name to the reservation. In advance we would have, but Marriott doesn’t allow that for Bonvoy members, even lifetime elite you have to call the hotel itself or deal with this. 30 minutes later I was finally able to check in. Again, just make it possible to add your other guests onto the reservation if this is a requirement here. Let’s add to that the fact that they didn’t actually have any of the room type I booked available. Finally, there is the state of the room. A shamble describes it best. Read less