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“Handy and good value” 4 of 5 bubbles
Review of Sheraton New York Times Square Hotel

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Sheraton New York Times Square Hotel
Ranked #294 of 467 Hotels in New York City
GreenLeadersSilver level
North Yorkshire, United Kingdom
Level Contributor
227 reviews
54 hotel reviews
common_n_hotel_reviews_1bd8 161 helpful votes
“Handy and good value”
4 of 5 bubbles Reviewed 3 January 2014

The hotel is well located within 5 minutes walk of Times square. Beware of any hotel that bills itself as 'Times Square', because there are actually no hotels right there on the intersection of 7th and Broadway. The Sheraton is actually 6 blocks north of Times Square.

The rooms are good quality. Beds are enormous. We had two rooms for the 4 of us and actually we would have coped OK with one room. Each 'queen' bed is a 4'6 standard double and there are two in the twin rooms which would have accommodated the four of us pretty comfortably. This would save a lot of money, but not sure if it is 'allowed'. We also had a double room which has a super king size bed. The room has a coffee maker, but only enough coffee is put out for two cups each day, so save up the coffee or ask for more from the very friendly maids if you drink more. Hangers in the wardrobe are in short supply, so if you have a lot of clothes to hang, ask for more on arrival. There are plenty of power points because each lamp has two power points integral to it. There is no free wifi in room and this is expensive as an optional upgrade so didn't bother with it. WiFi in the lobby area is OK, but can be slow at times. The bathroom was adequate, but nowhere near London standards. Tiling was grubby, bath was very small; you can't lie down in it. Shower has low pressure. However, it is functional. In reality, when in NYNY you don't spend much time in your hotel room.


The lobby area is pretty shabby. It is very busy at all times of day and night. There are handy computers in the bar area, but the seating is filthy. I wasn't happy sitting on the sofas they were that grubby. The bar serves coffee/tea during the day and the open fire is a pleasant place to sit by on a cold afternoon to escape the wind and rain. In the evening, the bar prices are reasonable. We had a New Year meal in the restaurant that was pretty poor. There was a minimum charge but the quality of the food was awful beyond language. We had burgers and a salmon, but it was so obvious that the food had been prepared, then left lying around for one of the completely inept waiters to collect it. The result was stone cold food. However, it was very clear that temporary staff had been brought in for the night so this had affected service.

Luggage can be left at the bell reception for $4 per piece if you have a late flight. Checkout is 12pm. Most reception and all housekeeping staff are very courteous and do anything they can to help. I had a problem dialing a number from the hotel room and the excellent receptionist gave me a lot of help. By the way, don't under any circumstances dial a UK mobile number from the hotel room phone. 6 minutes cost me $90.

Now for the weakest bit. The concierge staff who were next to useless. I had a couple of simple queries. They knew nothing, but instead of saying so, they were dismissive, rude and gave me information that I knew was incorrect. They were putting their coats on and it was pretty obvious that all they wanted to do was go home.

There is breakfast available for a charge, but there are plenty of good delis around for excellent breakfast, so I wouldn't bother.

  • Stayed December 2013, travelled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank RobbyJBridlington
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Joe G, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, 4 January 2014
Hello RobbyJBridlington,

There is nothing we love to hear more than our guests loving their experience with us! I am happy you enjoyed our Sheraton Sweet Sleeper and our newly renovated rooms. We are happy to provide our guests a space where they can relax and renew.

I agree our location is perfect. Being located near Times Square, Central Park and Great Shopping it is so easy to get around and see all parts of the great city of New York.

I do want to apologize for the difficulties you had with the poor Staff service and experience in our Restaurant and also your experience with our Concierge Staff in the Lobby. Our Director of the Front Office and Food and Beverage has been notified. We are always trying to improve our service and I want to thank you for your valuable feedback as it helps us know what service specifically needs to be improved.

Sincerely,

Joseph Giordano
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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English first
Toronto, Canada
Level Contributor
122 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
2 of 5 bubbles Reviewed 3 January 2014

I have been to this hotel three times this year but will not go there again. Granted we were there over New Years and they couldn't service the crowds. They charged an exorbitant rate for this time period and couldn't provide necessary amenities. We could not get into an elevator at all going down and instead had to go to the service elevators. Our tv cable didn't work. We were given a room with 'sweet sleeper beds' which were hard and not up to regular starwood standards. When we complained we were told too bad there aren't any other rooms available in the hotel. Left over Food from room service our neighbors had ordered was left on the floor outside their room for 24 hours. The business centre charges were ridiculous. It cost us 13$ to check in for our flights and then there weren't any printers which were working. Three printers out of order. No preferential treatment for gold starwood preferred members. What a joke!

Room Tip: Try he club floors. Only a few dollars more but I think the beds are better and you do get access to...
See more room tips
  • Stayed December 2013, travelled with family
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank Carole G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Joe G, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, 4 January 2014
Hello Carole G,


I apologize for all the challenges you had while visiting us recently but thank you for giving us this review so we can address all of your concerns.

First and foremost we would like to apologize for any unpleasant experiences you had with our Staff and Management during your stay.

I would like to arrange a time to speak with you directly to discuss all of your concerns and offer you some options that will help resolve the matter. Please contact me directly at (joseph.giordano@ Sheraton.com).


Thank you,

Joseph Giordano
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
katy, texas
Level Contributor
10 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
4 of 5 bubbles Reviewed 3 January 2014

We stayed at the hotel beginning Christmas Day through December 30th, 2013. It was convenient to everything we wanted to do...easy to hail a taxi, near various subway stops and within walking distance of most of the theaters, shopping, Central Park, Rock Center and shopping. The only downside is the hotels restaurant. The restaurant is completely out of touch with the clientele only offering a buffet at breakfast, brunch buffet at lunch and a lame staff for the dinner menu. Otherwise, great assistance from the staff and the rooms were well appointed and clean. I would definitely stay again.

Room Tip: Ask for a room high up for less noise from the street level
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  • Stayed December 2013, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank susan h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Joe G, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, 4 January 2014
Hello Susan H,

Thank you for your review. I agree our location is perfect. Being located near Times Square Central Park and Great Shopping it is so easy to get around and see all parts of the great city of New York.

I do want to apologize for the difficulties you had with the Restaurant Staff during your stay. Our Director of Food and Beverage takes this feedback very seriously and has been notified. We are always trying to improve our service and I want to thank you for your valuable feedback as it helps us know what service specifically needs to be improved.

We at the Sheraton New York Times Square are so happy to hear you will be back for another stay in the future!

Sincerely,

Joseph Giordano
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
3 of 5 bubbles Reviewed 2 January 2014 via mobile

The location was fantastic- very near everything.
The rooms weren't great at all- the sink didn't drain, it was pretty dated, the elevators got stuck several times while we were there.
The receptionist said "wow- that's a high rate- our rate is 209, you're paying 519"as we are checking in... Great to know we are being ripped off.
Just not a great experience - very disappointing

  • Stayed December 2013
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank Alishaherrera
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Joe G, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, 4 January 2014
Hello Alishaherrera,

Thank you for your review. I agree our location is perfect. Being located near Times Square Central Park and Great Shopping it is so easy to get around and see all parts of the great city of New York.

I do want to apologize for the difficulties you had with the clogged sink and delayed elevators during your stay. Our Director of Engineering takes this feedback very seriously and has been notified. We are always trying to improve our service and I want to thank you for your valuable feedback as it helps us know what service specifically needs to be improved. On behalf of our team we hope you will return and give us another chance.

Sincerely,

Joseph Giordano
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Richmond, Virginia
Level Contributor
35 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
4 of 5 bubbles Reviewed 2 January 2014

Traveled with wife and 2 daughters to NYC right before Christmas. We got a very good (for NYC) last-minute price on the Sheraton. Its location was perfect for the miles of walking we put in down to Herald Square and up to Central Park. We arrived before check-in and were promptly given a room. Great to not have to wait! The room was perfect as a base-camp. We didn't stay in much. The lobby was always crowded and the lounges didn't look very accessible. My main gripe with this property, and others, is why charge so much for in-room wifi? At these prices, and this day in age, it should be standard. Room was clean, housekeeping great and bathroom amenities plentiful. All-in-all, a very good stay and I'll definitely keep the Sheraton at the top of the list for return trips.

  • Stayed December 2013, travelled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank TRx2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Joe G, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, 4 January 2014
Hello Trx2,

I am so glad to hear that you had such an excellent stay with us. We try our best to go above and beyond and I am glad to hear that we were able to exceed your expectations.

I think our location is the best for sightseeing the great city of New York. It provides such easy accessibility you are able to see the entire city in short travel time. It is a quick subway ride to everywhere in the city.

We are thrilled to hear your wonderful service comments our staff constantly provides great service daily and look forward to sharing your comments with our team.

We at the Sheraton New York Times Square are so happy to hear you will be back for another stay in the future!

Thank you,

Joseph Giordano
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Belfast, United Kingdom
Level Contributor
15 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
5 of 5 bubbles Reviewed 2 January 2014 via mobile

Booked this hotel as it was excellent value for money. Hotel is beautiful and in an amazing location. Helpful friendly staff. Only downside was no free wifi in rooms although it was free in the lobby. Overall great experience.

Stayed November 2013, travelled with friends
Helpful?
1 Thank Mark O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Joe G, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, 4 January 2014
Hello Mark O

Your kind words regarding the friendly service of our staff are greatly appreciated and we look forward to sharing them with our team. Guest satisfaction is our number one goal and there is nothing better than achieving that! We are happy our hotel met all your needs during your stay!

I think our location is the best for sightseeing located near Times Square Central Park and Rockefeller Center and access to great shopping. It provides such easy accessibility you are able to see the entire city in short travel time it’s a quick subway ride to everywhere. We look forward to your next visit!

Warm regards,

Joseph Giordano
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Oslo
Level Contributor
106 reviews
32 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
3 of 5 bubbles Reviewed 1 January 2014 via mobile

The hotel rooms look a little seasoned and could some refreshing of the interior design. Quite noisy both from the street hlevel (we stayed at 7th floor) and from the inside hallway. Location of the hotel is great. Personnel is very friendly.

Stayed January 2014, travelled on business
Helpful?
1 Thank Laurens S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Joe G, Guest Relations Manager at Sheraton New York Times Square Hotel, responded to this review, 2 January 2014
Hello Lauren S,

Your kind words regarding the friendly service of our staff are greatly appreciated and we look forward to sharing them with our team. Guest satisfaction is our number one goal and there is nothing better than achieving that! We are happy our hotel met all your needs during your stay!

I think our location is the best for sightseeing located near Times Square Central Park and Rockefeller Center and access to great shopping. It provides such easy accessibility you are able to see the entire city in short travel time it’s a quick subway ride to everywhere.

I do want to apologize for the difficulties you had with the hallway noise on your floor. Our Director Security takes this feedback very seriously and has been notified. We are always trying to improve our service and I want to thank you for your valuable feedback as it helps us know what service specifically needs to be improved. We hope to see you soon!

Warm regards,

Joseph Giordano
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Sheraton New York Times Square Hotel

Property: Sheraton New York Times Square Hotel
Address: 811 7th Avenue 53rd Street, New York City, NY 10019-6002 (Formerly Sheraton New York Hotel)
Phone Number:
Region: United States > New York > New York City > Midtown
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#43 Green Hotel in New York City
#184 Luxury Hotel in New York City
#202 Romantic Hotel in New York City
#218 Family Hotel in New York City
#225 Business Hotel in New York City
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Sheraton New York Times Square Hotel 4*
Number of rooms: 1780
Official Description (provided by the hotel):
Effortless travel awaits during your visit to New York City at our Times Square Hotel, located just steps from the Theater District, Sheraton New York Times Square hotel is located between Central Park and Times Square in Manhattan's Midtown business and entertainment district. THE PERFECT NYC MEETING SPACE FOR YOUR EVENT NEEDS Providing a dedicated event staff, redesigned ballroom space and flexible meeting rooms, our NYC meeting space can make your event a total success. 60,000 sq ft of premium meeting space, 43 rooms, customized food and beverage services and more. ... more   less 
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Also Known As:
Sheraton New York Hotel And Towers
Sheraton New York City
Sheraton Hotel New York
Sheraton New York Hotel & Towers
Sheraton New York Towers
New York City Sheraton

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