Sheraton New York Times Square Hotel

The hotel is in a perfect location, they don't tell you that it is under renovation so you have to turn around to get in and this is somewhat inconvenient when you have suitcases, the hotel honestly was somewhat dirty, the carpets were stained, there was dust in the room, the room I got was somewhat old and deteriorated but well because of the location of the hotel I decided to try to have a good time, the welcome was not pleasant at all, we were attended by a girl with a very bad temper who even rolled her eyes when we asked her something, she didn't have a name tag but she is a girl with a strong accent and blonde hair (dark blonde maybe) that was horrible her treatment, she was very despotic, she was on the morning shift at around 8 in the morning on July 4th. I recommend the hotel just for its location, it's worth it. Read less

Sheraton in Dubai and India is a big brand and full of politeness, service and smiles everywhere. I am writing to express my disappointment and frustration and Insult with what I have experienced at the Sheraton New York Times Square hotel. Despite having booked two separate stays from today, July 9-12, 2025, and July 17-20, 2025, with booking reference numbers 71718545 and 76452171, respectively), our experience was marred by poor customer service at your reception. Madam at the reception, maybe was in bad mood or whatever is the reason I do not know, she was extremely RUDE without any smile and as soon as conversation started, she started literally insulting us. This is not all expected from a 5 star hotel. To our surprise as soon as me (Vikas Gupta) 56 year old man with my 2 minor children entered the hotel we could see construction going on the hotel and also some drilling noise was heard, we asked the lady if this construction is in process, hotel could have informed us in advance as I want to rest after 15 hour flight. Immediately the lady told us if you want to cancel the booking you can, as i cannot guarantee you a room where there is no noise. I politely requested her to check and help us or maybe take guidance from her seniors, immediately she went inside a room and came out after few minutes. Now, to our surprise, the new lady Madam Yanique was actually ready to throw us out of the hotel as soon as she saw us. She said, our EARS look to be extra sensitive where we cannot even tolerate any siren or people talking hence, she said she has cancelled our booking and asked us to leave immediately. On this I told the lady that we are not over demanding, we already have booking, we are very tired after a long flight, I am a diabetic patient hence she cannot treat us in this manner. She was more or less like a rude school teacher not accepting any of our requests. Again, I kindly requested her to help us in finding some other hotel booking as I was not well, she was not at all ready to listen to us with folded hands I requested her and she did not accept anything but asked us to leave immediately. There was other staff also literally smiling and very happy that a family is thrown out of the hotel in-spite of having confirmed booking. Our booking numbers are booking confirmation numbers 71718545 (July 9-12,2025) and 76452171 (July 17-20,2025). We finally took our luggage (no doubt the concierge man looked us with some sympathy as we have given him some tip while we entered the hotel). Now this is our experience at Sheraton New York Time square which I pray to god should not happen to anyone in the world. We booked at Hilton hotel, and we had to pay extra being last minute booking, carried our 4 large bags, and in Hilton, everybody was smiling, a total contrast to what had happened at Sheraton. I have no right to comment on anyone in words, God has seen whatever had happened with me and my minors today, I pray that the lady Ms. Yanique should get some HR TRAINING from Marriott group/Sheraton to be polite with guests as she works in a 5-star hotel and not a 1- or 2-star hotel even if I don’t expect Sheraton hospitality from her, at least a smile always helps everyone in life. Immediately we request you to send us full refund credit as we were thrown out of the hotel without any fault of ours and if you do not take action against the lady, I am sure God will. Read less

This is the worst hotel I've stayed in years. All the negative reviews for this hotel are accurate. Anyone who has been lured by the Sheraton brand will quickly realize that this hotel is far from the usual Sheraton standard. Even though the hotel apologizes for negative online reviews, says it will look into the matter and promises improvement, nothing has happened for years. Apart from the very good location, it is simply a run-down hotel with extremely poor customer service. Read less