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"On check in the employee recommended an upgrade to a room with a garden view for $75.00 each of 2 nights. I went to room 7432 and there was no garden
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Sheraton New York Times Square Hotel places you in the center of New York, steps from Ed Sullivan Theater and within a short 5-minute stroll of Carnegie Hall. Highlights at this hotel include a restaurant, a bar/lounge, and a conference center.
You can enjoy flat-screen TVs with cable channels, and all 1780 rooms feature WiFi, coffee/tea makers, and free weekday newspapers. Minibars provide refreshments, and 24-hour room service is also available. Pillowtop beds and premium bedding invite a comfortable night's sleep, and you'll find nice touches like bathrobes and slippers. Free bottled water, video-game consoles, and in-room massages are also available.
Sheraton New York Times Square Hotel ratings based on 58 Verified Reviews
Review Summary
4.1
out of 5
4.0 out of 5.0
Room cleanliness4.5 out of 5.0
Service & staff4.0 out of 5.0
Room comfort4.5 out of 5.0
Hotel condition4.5 out of 5.0
4 out of 5
Problem with room selection
Location:Excellent
On check in the employee recommended an upgrade to a room with a garden view for $75.00 each of 2 nights. I went to room 7432 and there was no garden view unless you had you head to the window and looked down to a weed patch below! I felt I had been taken for a ride, very disappointed!
Posted by a verified traveler on Apr 16, 2018
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4 out of 5
Perfect location
Loved the hotel pros it is very close to everything. Times Square, Central Park, museums, etc...
Cons the rooms are very small, the restrooms are also tiny. The beds squeak every time you move. Beds are not comfortable at all. The lighting is also bad.
Posted by a verified traveler on Mar 17, 2018
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5 out of 5
Good hotel and perfect location
The room was immaculate and beds super comfortable. Good sheets and pillows. Loud when people closed their doors in the hallway and theyre elevator system was a little weird. Loved the location, lots of staff around to help you.
Someone came around every day to give you water, not sure what that was all about.
Overall a very good deal and a comfortable stay.
Posted by a verified traveler on Mar 16, 2018
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1 out of 5
Terribly Terrible
Shocking inept incompetence!
Pros:It was decorated beautifully. Unfortunately all the angry guests waiting in all the unbearably long lines were in the way of actually seeing it.
Cons:First, get more staff at the front desk when you know you'll be full. Second, reserve rooms for people (!), Third, scrap the stupid elevator system.
Location:If the revolving door isn't jammed & the staff hasn't illegally locked the regular doors (a fire hazard I had to point out to a staff member), you can
Unbearably long check-in lines, unbearably long lines (25+) for every elevator ride, lines to retrieve stored luggage, lines for the revolving door exit, lines for coffee, lines for the concierge, noisy hotel, doors that were too small for the door frames letting in light, noise & a draft all night long, uncaring manager who pretends not to hear awful experiences happening right next to him, shall I go on? Yes, it was during the week after Xmas, but other hotels can operate at capacity (i.e., cancun/Florida at spring break).
Arrived at 4 to check in. Our 2 rooms weren't available even though we reserved them. We reserved 2 rooms with 2 beds in each room, because my 15-yr-old child has a broken vertebrae & can't share a bed. We were given 1 room with a king bed. To get our second room, we had to wait in line AGAIN at 10pm, while my injured daughter had to stand and wait in pain because all the benches were full of angry guests all waiting & waiting- elderly included. We had to share a king bed because that's all they had, & every time I moved it caused her excruciating pain. She got 1 hr of sleep. The rooms had no remotes for the tvs, and the tvs only had a power button, and no visible way on the bottom, sides, or back to change channels or get to a menu. The front desk had a one hour wait in line, so you can't go ask them for help (unless you really like standing in lines).
The complimentary water was not in the room...
Also, note they are not in Times Square, but nearby.
Posted by traveler, from Dallas / Fort Worth on Jan 13, 2018
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Comment from Hotel Management
Jan 19, 2018
by Katherine H.
We would like to thank you for taking the time to share your honest feedback with us. We're disappointed to hear that you did not experience the kind of five-star stay that we strive to provide all of our guests. We appreciate your sharing all of your constructive input so we can address your concerns internally. Should your travels ever bring you back to New York, we hope to have the chance to improve upon your experience.
5 out of 5
Great Hotel
Pros:Clean clean clean.
Cons:Add a fridge at no cost to customers.
Location:Walking distance to shows, shopping and eateries.
Stayed at the Times Square Sheraton during Christmas. The location is perfect for walking to the action but still in a quiet block. The room was super clean and comfy. Staff was friendly and responsive. Will stay there again for sure.
Posted by BettyH, from PCB, FL on Dec 28, 2017
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3 out of 5
Lack of Hospitality
The Hotel industry is a hospitality industry as such, executive staff should strive to hire uplifting and positive people. My experience in the reception area was anything but receptive. The guy was arrogant and totally preoccupied with paper non-related to me or my stay the entire time I was being processed. He could definitely use some people skills training. The man was one Penny shy of RUDE. I should have simply slept at Penn Station. After all, the weather was nice. Come on Sheraton ....your name suggests you can and should do better!!!!
Posted by a verified traveler on Dec 21, 2017
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Comment from Hotel Management
Dec 23, 2017
by Katherine
We're very sorry to hear about your recent experience. This is not the standard of service that we strive to deliver, and for that, we apologize. We will share this with our team as a learning opportunity.
5 out of 5
beautiful hotel staff was amazing, perfect location . main thing very safe
Posted by a verified traveler on Nov 26, 2017
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Comment from Hotel Management
Dec 2, 2017
by Katherine H.
Thank you for taking the time to share a review with us. We are happy to hear you found our location perfect for your visit to New York City, and we hope that we'll have the opportunity to serve you again on a future visit.
3 out of 5
Awful elevator system
Overall, the hotel was clean and pretty. The reason the overall rating is a 3 is due to the elevator system. It is inefficient and ineffective. There is an automated system that tells you which elevator to pick. It takes an extremely long time for the elevator to arrive and once it does there are 15-20 people waiting for the same assigned elevator. There is not a way to take a different elevator. Due to this system I would not recommend taking this elevator.
Posted by Sam , from Los Angelos on Oct 16, 2017
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Comment from Hotel Management
Oct 18, 2017
by Katherine H.
Thank you for your feedback regarding our elevator system, Sam. We appreciate all of our guests' input. Should your travels bring you back to the area, we hope to have the opportunity to improve upon your experience.
5 out of 5
We had a great time. Located in Times Square so clean and had a great night sleep
Posted by a verified traveler on Sep 10, 2017
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Comment from Hotel Management
Sep 14, 2017
by Katherine
Thank you for your review! We're thrilled that you loved our location. We appreciate your kind words and we hope to welcome you back soon.
4 out of 5
beautiful hotel, bad attitude
Pros:the room
Cons:see above
We loved staying at this hotel, but very displeased with 2 of their policies:
We arrived at 12pm 3 hours before check in time. Our room was ready, but they wanted $50 if we wanted to check in early.
Also, if we wanted to store our luggage after check out time, they wanted $4 per bag.
We have been to hotels all over the world, and no hotel has ever asked for payment for either of these two gestures, which are usually viewed as courtesies.
Posted by gail, from florida on Apr 26, 2017
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Comment from Hotel Management
Apr 28, 2017
by JohnD
Thank you for your review!
We are happy to learn that you enjoyed your recent stay!
Thanks for your kind words our our location and decor.
Thanks also for your constructive feedback about check-in, bag storage fees and our staff; we always want to know how we can improve and better serve our guests.
Sounds like we did not meet your expectations in these areas; no excuses - we apologize.
Please come back and see us again soon.
Warm Regards,
The Sheraton New York Times Square Hotel, Social Media Manager
Airport: New York, NY (LGA-LaGuardia) (15.9 km / 9.9 mi)
Train station: New York Penn Station (1.7 km / 1.1 mi)
Metro station: 7 Av. Station (0.1 km / 0 mi)
Parking: Valet parking available for a surcharge
Room Amenities
Sheraton New York Times Square Hotel offers 1780 air-conditioned accommodations with minibars and laptop-compatible safes. Pillowtop beds feature premium bedding. Flat-screen televisions come with premium cable channels, video-game consoles, and pay movies. Bathrooms include shower/tub combinations, bathrobes, slippers, and complimentary toiletries. In-room wireless Internet access is available for a surcharge. Business-friendly amenities include desks, complimentary weekday newspapers, and phones. Additionally, rooms include complimentary bottled water and coffee/tea makers. Refrigerators, in-room massages, and hypo-allergenic bedding can be requested. Housekeeping is provided daily. Renovation of all guestrooms was completed in March 2012.
Pillowtop beds
Minibar
In-room dining (24 hours)
Flat-screen television
Cable channels
Premium channels
Movies for purchase
Refrigerator available
Coffee maker
Luxury bedding
Hypo-allergenic bedding
Shower and tub combination
Cribs (free)
Housekeeping (daily)
Weekday newspapers (free)
Gaming console
Massage in room (surcharge)
Hair dryer
Laptop safe
Bathrobes
Slippers
Toiletries (free)
Telephone
Iron and ironing board
Desk
Blackout drapes
Climate control (air conditioning)
Ensuite bathroom
Connecting rooms available
Food & Drink
For a fee, guests can enjoy buffet breakfast daily.
Sheraton New York Times Square Hotel has a restaurant on site.
Recreational amenities at the hotel include a fitness center. The recreational activities listed below are available either on site or nearby; fees may apply.
Hiking/biking trails nearby
Accessibility
If you need to make special requests for accessibility needs, please note them at check-out when booking your stay.
Accessible bathroom
Roll-in shower
In-room accessibility
Hotel Policies
Check-in
Check-in time starts at 3 PM
Minimum check-in age is 18
Check-out
Check-out by noon
Payment types
Children and extra beds
Children are welcome.
Kids stay free! Up to 2 children 17 years old and younger stay free when using existing bedding.
Rollaway/extra beds are not available.
Free cribs (infant beds)!
Pets
Pets are welcome and stay free
Only dogs are allowed
Maximum 1 per room
Restrictions apply
For more information, you can reach out to the property at the number on the booking confirmation
Policies
Extra-person charges may apply and vary depending on property policy.
Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges.
Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed.
