Sheraton New York Times Square Hotel

My family and I planned a trip to New York for my aunt’s birthday celebration. As I am a Marriott Rewards member, I decided to book a vacation package deal (hotel and flights) through Marriott.com. I chose this hotel because of its location and my expectations of the Sheraton brand. We had flight delays, so I informed the hotel of a late check in. Upon arrival, I was a bit surprised at how dated the hotel looked, and the carpet in all areas were dirty and dingy looking. Additionally, there was impactful construction happening at the hotel. Check-in was moved from the lobby to the lower level, and in order to get to the guest elevators, you had to walk through the Hudson market restaurant. I had no idea that construction was going on at this hotel. There was no indication of this whatsoever on Marriott.com during my booking process. If I knew that, I would never have booked this hotel. I would’ve booked another hotel for my stay. In any event, all hotel staff were courteous, friendly, and professional. The front desk staff also had good customer service. I appreciated the convenient gesture given to guests during this period of renovation: vouchers for bottle water, $35/day credit towards food. The check-in process went fairly well overall; however, when I tried to confirm that my rewards number was entered in for my stay, I was informed that I would not be getting points for this stay because it was booked via third party. Obviously I was taken aback by this feedback because I did not book my reservations through any third party. I specifically booked my vacation package directly through marriott.com.  In fact, the only reason I used marriott.com to book my vacation package is because I am a rewards member, and I wanted the benefits of having my rewards be valid.  What is the point of me using marriott.com to book my reservation package if there are no benefits for me as a member to use marriott.com?  There are tons of other sites that I could have used to do this and would have known what the expectations would be there; however, it was never my expectation that Marriott would deny me my rewards when booking directly from their website. This is absolutely ridiculous! I will definitely be escalating this issue further as it is not right! Putting that aside, one thing I truly appreciated about this hotel was the extremely comfortable bed! I believe this was the most comfortable bed that I have ever slept in. The room is very compact though, and the bathroom is really small. There was also no microwave in the room. The microwave is located on a desk by the elevators which is a bit inconvenient. I did encounter some other issues with my stay: (1) The telephone in the room did not work. The engineer came and fixed it once I reported it to the front desk. (2) After each shower, the floor somehow got wet despite having two shower curtains, one on the inside and one on the outside of the tub. (3) On the third day of my stay, a hotel staff knocked on my door at 11:15 am to see what time I planned to check out. I suppose she did this because checkout time was at 12:00 pm; however, the problem is that it was not my checkout day. My rating for this hotel is a 2.5 but as there is no possibility for half scores, I am giving it a 3 as there were some positive aspects of my stay at this hotel but I did leave very disappointed. Read less

DO NOT STAY HERE. This is the worst hotel in all of NYC. Let’s start with the hotel is under major construction so prepare for all that comes with that. I waited almost 30 minutes to check in. They have junk fees so prepare to pay. Parking is next door at a private garage and it’s $95 per day. The internet does not work. I had to go to Starbucks across the street to do an interview. I called several times requesting the manager and no one calls you back. Guest Services barely answers the phone. Time Square is 44-48th streets. This hotel is at 53rd, close but nothing Tome Square. All in all what a miserable place to stay. Read less

After reading multiple negative reviews about this property I was very concerned about staying here. However - we were pleasantly surprised! Our room on the 49th floor was clean, had a very comfortable bed and a terrific shower with upgraded amenities. (Maybe the high floors have already been remodeled?) It was quiet too! Sure it’s a small room but hey, it’s New York. The gym is very large and well equipped. I agree that with the construction the lobby is confusing -but they are trying. All the staff we interacted with were pleasant and helpful. Because of the remodel the member lounge was closed. Certain parts of the construction made things sort of crowded (like the line for breakfast) But it’s a great location. And overall we were happy with our stay. Read less

You cannot beat the location. You are steps from the subway, and a short walk to Times Square, restaurants, and Broadway. Central Park and the museums are also nearby (within 30 mins walk). Use Spot Hero to find parking garages in the area that are less expensive than the hotel. Hotel is a little dated. Bathroom is small. Everything was clean though. You get free water and coffee coupons at checkin. No real security. You can walk right in the hotel door and use the elevator to get upstairs. It's a bustling hotel. Read less

I previously stayed at the Sheraton Times Square hotel with my family in 2018 and had a pleasant experience. In fact, I even went on to recommend it to others. Fast forward seven years, and unfortunately, my recent visit was nothing short of appalling. Arrival / Reception We arrived on 24 July and were informed that the main lobby was under renovation, so we had to use the entrance on West 53rd Street. Upon entering the hotel, we were met with what can only be described as utter chaos – and that’s putting it politely. The queue for check-in stretched out the door, and it took two full hours before we were finally seen at reception. It was at this point we discovered that there was only one member of staff on duty due to staffing shortages. To his credit, the receptionist was extremely friendly and apologetic despite the pressure he was under. Initially, I assumed the disorder in the lobby was a one-off occurrence. However, I observed the same lengthy queues persisted every single day throughout our stay. Lobby Bar While waiting to check in, some members of our group went to the lobby bar to cool off and escape the sweltering, overcrowded reception area. We sat at a raised table opposite the bar with our luggage. A member of staff rightly asked us to move the suitcases to prevent obstruction and directed us to place them near a table just behind where we were sitting. While complying, another staff member abruptly told us we couldn’t leave our luggage there and instructed us to move it again. When we explained we were following his colleague’s instructions, he interrupted, stating: “Well, I’m the Bar Manager, and if I tell you to do it, you’ll do it.” His attitude was rude and unnecessarily aggressive. When we challenged his tone, he attempted to laugh it off and claimed he was joking – a very poor attempt at defusing the situation. Unfortunately, this wasn’t our only unpleasant interaction with him. A few days later, we returned to the bar for another drink. After initially sitting at the high tables and purchasing a drink, we decided to move to the nearby sofa area. We were promptly told we couldn’t sit there as we hadn’t ordered from that section. While I appreciate that different countries have varying customs and practices, this was frankly ridiculous. We asked to speak to the bar manager again, only to find it was the same individual from before. As we expressed our concerns, he stood with his arms folded, offering no acknowledgement or apology. I had to point out that he hadn’t even attempted to apologise, after which he gave a sarcastic and patronising apology that only added insult to injury. Room The room itself was very dated, though it was clean, and the bed was comfortable. The shower was adequate, and housekeeping did clean the room daily. Overall Having stayed in many hotels across the world, I can honestly say I’ve never experienced such poor customer service. While I appreciate the inconvenience caused by the ongoing renovations, this does not excuse the severe understaffing or the unacceptable wait times for check-in. Coupled with the appalling behaviour of the bar manager, this has been, by far, the worst hotel experience I’ve had – both personally and professionally. In its current state, I would not recommend this hotel to anyone. The hotel’s general manager must take immediate steps to address these issues, and I will be contacting Marriott International directly to raise my concerns. Read less