Exterior

Reviews of Sheraton New York Times Square Hotel

4 out of 5
Sheraton New York Times Square Hotel
811 7th Ave, New York, NY

Reviews

8.0

Very Good

Rating 10 - Excellent. 921 out of 2070 reviews" "
Rating 8 - Good. 537 out of 2070 reviews" "
Rating 6 - Okay. 311 out of 2070 reviews" "
Rating 4 - Poor. 163 out of 2070 reviews" "
Rating 2 - Terrible. 138 out of 2070 reviews" "

8.4/10

Cleanliness

8.2/10

Staff & service

7.8/10

Amenities

8.0/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

4/10 Poor

Nereyda

Traveled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
They have destenation fees and the parking is very high in price
Stayed 4 nights in Mar 2024

8/10 Good

Michelle

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024

2/10 Terrible

Christopher, Lewis Center

Bad service
Stayed 4 nights in Mar 2024

6/10 Okay

Nhu

Disliked: Staff & service
Stayed 2 nights in Mar 2024
Response from Management Team on Mar 26, 2024
Dear Nhu, Thank you for your review. Your total satisfaction is always our top priority; therefore, based on your rating, we are disappointed if we did not provide you with the exceptional stay that we want for every guest. We hope to have a future opportunity to restore your confidence in us.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Qian

Liked: Cleanliness, staff & service, property conditions & facilities
Great location
Stayed 1 night in Jan 2024

10/10 Excellent

Valerie, Schenectady

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the location and friendly staff!
Stayed 1 night in Feb 2024
Response from Management Team on Mar 21, 2024
Dear Valerie, Thank you so much for your outstanding review. We are glad that everything went well during your stay and that our prime location and warm associates made for a memorable experience. Thank you for choosing the Sheraton New York Times Square Hotel, and we hope to have the opportunity to welcome you back any time you are in the area.Sincerely,Sheraton New York Times Square Management Team

8/10 Good

Robert

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall a great stay but small room and no refrigerator
Stayed 4 nights in Mar 2024

8/10 Good

VERONICA

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024
Response from Management Team on Mar 26, 2024
Dear Veronica, Thank you for letting us know your visit to Sheraton New York Times Square Hotel was pleasant in every way. We appreciate you being our guest, and we look forward to welcoming you again soon.Sincerely,Sheraton New York Times Square Management Team

2/10 Terrible

Kate

Disliked: Staff & service, property conditions & facilities
Not very Happy. To keep piece of the luggage they charge $5. Poor quality breakfast $38 i will not go on. Already expensive and everything costs extra money and pretty poor quality:(
Stayed 6 nights in Mar 2024
Response from Management Team on Mar 18, 2024
Dear Kate, Thank you for taking the time to share your comments. We want every guest to have an exceptional experience; therefore, we sincerely regret not meeting these expectations with the breakfast charges and luggage handling fee. Your feedback is valuable, and we will certainly review our pricing structure to ensure it remains competitive and suitable for our guests. We hope to have a second chance the next time you visit the area. Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Elizabeth

Liked: Cleanliness, staff & service, property conditions & facilities
I was skeptical because we are picky people . And read all the negative reviews . But our stay was pleasant and very clean .
Stayed 3 nights in Mar 2024

10/10 Excellent

Sonny

Stayed 4 nights in Mar 2024
Response from Management Team on Mar 17, 2024
Dear Sonny, Thank you for letting us know your visit to Sheraton New York Times Square Hotel was perfect in every way. We appreciate you being our guest, and we look forward to welcoming you again soon.Sincerely,Sheraton New York Times Square Management Team

2/10 Terrible

Chauncey

Disliked: Cleanliness, staff & service, property conditions & facilities
Fix your elevators
Stayed 1 night in Feb 2024
Response from Management Team on Mar 14, 2024
Dear Chauncey, Thank you for choosing us. We are disappointed to know you had issues with the Elevators and regret the inconvenience this caused you. Our goal is to always provide a comfortable experience; therefore, we apologize for this concern during your visit. We will share your comments with our maintenance team appropriately. We are grateful for your patience and hope to see you again soon.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Allison

Liked: Property conditions & facilities
Close to everything, clean, and quiet sleep!
Stayed 1 night in Mar 2024

6/10 Okay

JIN KYUN

Liked: Staff & service
Stayed 2 nights in Mar 2024
Response from Sheraton New York Times Square Management Team on Mar 10, 2024
Dear M. Kyun, Thank you for staying with us and taking the time to share your rating. Our goal is to maintain the highest standards, and we apologize if we fell short of this. We hope to have the opportunity to make your next stay perfect in every respect.Sincerely,Sheraton New York Times Square Management Team

4/10 Poor

Sherene

Disliked: Staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Mar 10, 2024
Dear Sherene, Thank you for choosing our hotel for your stay. We are very disappointed to see your rating, and we sincerely apologize for not living up to your expectations. We value your business and truly hope you will give us another chance to prove that we are committed to providing an excellent experience to every guest.Sincerely,Sheraton New York Times Square Management Team

4/10 Poor

LANSANA, MONTREAL

Liked: Cleanliness
Disliked: Staff & service
Poor gest service
Stayed 1 night in Mar 2024
Response from Management Team on Mar 7, 2024
Dear Lansana, We appreciate you sharing your concerns. Our top priority is excellent service, and we are sorry for any lack of responsiveness to your needs. Thank you for choosing us; we would welcome the opportunity to show you this is not typical of our high standards and provide the service you deserve from us every visit.Sincerely,Sheraton New York Times Square Management Team

8/10 Good

Abdalla

Liked: Cleanliness, staff & service, property conditions & facilities
The
Stayed 2 nights in Mar 2024

6/10 Okay

Abby

Stayed 2 nights in Mar 2024
Response from Management Team on Mar 6, 2024
Dear Abby, We appreciate you choosing our hotel. We want every guest to have a comfortable, seamless experience, and based on your rating, we may not have succeeded in your case. We hope you will give us a chance to provide you with the exceptional stay you deserve.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Gary

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All good
Stayed 3 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Mar 4, 2024
Dear Gary, On behalf of our team at Sheraton New York Times Square Hotel, thank you for the excellent rating. We strive to deliver clean, comfortable accommodations combined with outstanding service to every guest; therefore, we appreciate you noticing our efforts. We enjoyed having you, and we hope we will continue to be your hotel of choice whenever you return to New York.Sincerely,Sheraton New York Times Square Management Team

6/10 Okay

Amr

Traveled with group, Business traveler
Front desk clerk is simply unfriendly and rude. Am a Marriott Titanium Member. He insisted to deny me all perks such as lounge access, welcome gifts and any type of reward or upgrades simply because I booked the room thru Expedia. Suggest your review your agreement as the hotel behavior will stop people from booking thru Expedia. Regardless the attitude was poor.
Stayed 3 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Mar 4, 2024
Dear Valued Guest, On behalf of our entire team, thank you for your review and for being a loyal Marriott Bonvoy Titanium Elite member. Please accept our sincere apologies that we did not meet your expectations. Providing outstanding customer service to every one of our guests is always our top priority and is something we pride ourselves on. Therefore, we are genuinely sorry to learn that this was not your experience, and we understand your frustration regarding the various issues you described. We hope you will give us the opportunity to make it up to you on a future visit and provide you with the excellent hospitality that you should have experienced during your recent stay.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Natalie

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Save some time for elevators during rush hours, everything else is great. starbuck should be open longer hours. the best tea ever there! rooms have coffee/tea , convenient.
Stayed 3 nights in Feb 2024

6/10 Okay

Blake, New york

Stayed 4 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Mar 2, 2024
Dear Blake, Thank you for taking the time to rate your experience; we love that you could join us. However, we apologize if your stay was anything other than perfect. We would welcome another opportunity to bestow the exceptional hospitality we customarily provide. Thank you again for your feedback, and we hope to see you soon.Sincerely,Sheraton New York Times Square Management Team

2/10 Terrible

Felipe

Traveled with family
Disliked: Cleanliness, staff & service
Very noisy, we were unable to get any sleep spoke to front desk about very loud in hallways and lots of screaming to front desk, they did nothing to make us comfortable
Stayed 4 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 28, 2024
Dear Felipe, Thank you for being our guest and for sharing your experience. We apologize for the noise issues you experienced and that we did not address them to your satisfaction. Guests not adhering to the property rules concerning noise can be challenging for all concerned, and we are very sorry for the frustration this caused. We hope you will give us another chance to show you the hospitality you deserve on your next visit to New York.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Simon

Traveled with family
Liked: Cleanliness, staff & service, amenities
Vey clean hotel and close to Times Square. Staff are friendly & helpful. Will stay again when in New York.
Stayed 3 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 26, 2024
Dear Simon, Thank you for choosing Sheraton New York Times Square for your recent travels. It's wonderful to hear that our efforts to provide a fresh and spotless environment made a positive impact on your stay. We also appreciate you mentioning our convenient location and friendly associates. Thank you for taking the time to provide your feedback, and we look forward to hosting you again soon.Sincerely,Sheraton New York Times Square Management Team

4/10 Poor

Shaun

Traveled with group
Liked: Cleanliness
Disliked: Property conditions & facilities
The property is tired. There is no room service. The elevators need to be replaced. At one point we waited almost 30 min for an elevator from the lobby. Rooms were clean but bed was old and very uncomfortable. Housekeeping only made up the room once over 3 nights. The location however is excellent.
Stayed 3 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 25, 2024
Dear Shaun, Thank you for taking the time to share your feedback with us. We appreciate your honest assessment, and we apologize for the shortcomings you experienced during your stay. We regret that the property seemed tired, and we acknowledge your concerns regarding the absence of room service, the condition of the elevators, and the discomfort of the bed. Your comments are important to us, and we will address these issues appropriately to enhance the overall guest experience. On a positive note, we are pleased to know that you found the location excellent. We value your insights and hope to have the opportunity to better serve you in the future.Sincerely,Sheraton New York Times Square Management Team

4/10 Poor

Robert, Brooklyn

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 2 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 24, 2024
Dear Robert, Thank you for rating your stay with us. Our goal is to provide an enjoyable experience for all our guests; therefore, we apologize for letting you down. We hope you will consider giving us another opportunity to provide you with the outstanding service you should always receive when staying with us.Sincerely,Sheraton New York Times Square Management Team

6/10 Okay

Ramsey

Traveled with family
Liked: Staff & service
Good location, close to subway stop, Times Square, Broadway, Central Park. Food and bar was just okay, lobby was crowded and loud, room cleanliness was okay, TV channels were minimal.
Stayed 5 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 22, 2024
Dear Ramsey, Thank you for staying with us and for your review. While we are glad that you liked our location and our spotless accommodations, we regret not meeting all your expectations. e hope you will give us another opportunity to provide you with the outstanding experience you should always expect from us!Sincerely,Sheraton New York Times Square Management Team

8/10 Good

Jason

Liked: Cleanliness, staff & service, property conditions & facilities
Elevators took a very long time to arrive.
Stayed 2 nights in Feb 2024

8/10 Good

Michelle

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Vibrant, busy, fun property close to everything. Efficient elevators Large rooms for NYC Comfy bed EXCELLENT water pressure No issues with noise Friendly Staff - quickly delivered requested items to my room. Excellent "Library Bar" - cozy, comfortable - great for a cocktail and snack after your day before dinner. Perfect location. Lots of energy in the grand lobby. Used the attached valet parking. $80/night. Minimalist amenities in the room Not the most recent updates in the room Cable, not Smart TV Overall great stay ❤️
Stayed 2 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 19, 2024
Dear Michelle, Thank you for sharing about your time at Sheraton New York Times Square Hotel. We appreciate the kind remarks, and we are glad you enjoyed our hotel. Just steps from Manhattan's main attractions, we love combining premier service and amenities with New York's magnetic energy. We understand the importance of the details that make up a great stay and are happy knowing our comfortable accommodations and prime location has enhanced your visit with us. We hope to see you again soon!Sincerely,Sheraton New York Times Square Management Team

8/10 Good

José

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 20, 2024
Dear José, We are delighted you had a great stay at the Sheraton New York Times Square Hotel. Thank you for the kind rating, and we look forward to hosting you again soon.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

KELLY

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very accommodating, especially considering we had a larger party. We very much enjoyed our stay and plan to return!
Stayed 2 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 18, 2024
Dear Kelly, Thank you for choosing Sheraton New York Times Square for your recent travels. Commitment to service and guest satisfaction is our primary focus, and we are delighted that you enjoyed your stay. Our associates are dedicated to providing exceptional hospitality as a direct reflection of our core values of delivering meaningful acts of service with purposeful design and innovative programming. We appreciate you sharing your feedback and love knowing you will return soon.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Matthew

Liked: Amenities
Good
Stayed 1 night in Feb 2024
Response from Management Team on Mar 20, 2024
Dear Matthew, We are delighted you had an outstanding stay at the Sheraton New York Times Square Hotel and that you loved all aspects of our hotel. Thank you for the excellent rating, and we look forward to hosting you again soon.Sincerely,Sheraton New York Times Square Management Team

6/10 Okay

Matias

Liked: Cleanliness, staff & service
Need more clean in the room
Stayed 2 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 17, 2024
Dear Matias, Thank you for taking the time to share your experience; we appreciate you choosing us. We always want to exceed our guest's expectations; therefore, we are disappointed this was not your experience. We apologize if we did not properly service your room. We are grateful for your patience, and we hope to see you again soon.Sincerely,Sheraton New York Times Square Management Team

8/10 Good

DONALD

Liked: Cleanliness, staff & service
Stayed 3 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 17, 2024
Dear Donald, We are delighted you had a great stay at the Sheraton New York Times Square Hotel. Thank you for the kind rating, and we look forward to hosting you again soon.Sincerely,Sheraton New York Times Square Management Team

6/10 Okay

Allan

Traveled with partner
The location is perfect for theatre, dining, shopping and sightseeing. The rooms are in need of updating and cleaning the air ducts
Stayed 2 nights in Feb 2024
Response from Sheraton New York Times Square Management Team on Feb 16, 2024
Dear Allan, Thank you for taking the time to share your experience; we appreciate you choosing us! While we are glad to read that you loved our location, we regret you were not entirely satisfied with the quality and condition of our accommodations. We are grateful for the feedback, and we will share these notes with the appropriate individuals for the future modernization of our hotel. Thank you again for taking the time to tell us about your visit, and we hope to welcome you back soon.Sincerely,Sheraton New York Times Square Management Team

8/10 Good

Tracy

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We arrived a little later than our check in time so we were checked in with ease but I did do it online on the app too. Was explained to properly by Staff. Room was a fab size for 3, bathroom a tad small but you only bathe in there anyway! Fresh towels everyday. Only quip I have is the explanation of the $90 credit and the final bill that is sent via email it’s not very easy to understand so you don’t really know where you are with the finalisation, maybe this could be made simpler. But over all I’d definitely stay here again location is perfect, well for us it was anyway. I’ve stayed over the road in previous years and it doesn’t compare to the Sheraton. Yes it’s a little dated but I love that authentic New York art deco vintage vibe.
Stayed 3 nights in Feb 2024

8/10 Good

neil

Stayed 4 nights in Feb 2024

10/10 Excellent

Aaron

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from Management Team on Feb 13, 2024
Dear Aaron, Thank you for the perfect rating! We are overjoyed to learn that from start to finish, your stay was nothing short of exceptional. It was a pleasure having you at Sheraton New York Times Square Hotel, and we look forward to welcoming you back soon.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Luis

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything it's okay, thanks
Stayed 1 night in Feb 2024
Response from Management Team on Feb 13, 2024
Dear Luis, Thank you for choosing to stay with us at the Sheraton New York Times Square Hotel. We are glad to know we met your expectations and that you had an enjoyable experience. We hope to see you again soon and wish you all the best with your travels. Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Kim

Stayed 2 nights in Feb 2024

10/10 Excellent

Osmel

Liked: Staff & service, amenities, property conditions & facilities
We had grate time!!
Stayed 2 nights in Feb 2024
Response from Management Team on Feb 12, 2024
Dear Osmel, It was a pleasure having you as our guest at the Sheraton New York Times Square Hotel. We strive to deliver an exceptional experience to each of our guests in all areas of our hotel, and your feedback tells us we are meeting our goals. Thank you for taking the time to share your perfect rating. We look forward to hosting you again soon.Sincerely,Sheraton New York Times Square Management Team

6/10 Okay

Zerrin

Business traveler, Traveled with partner
Liked: Property conditions & facilities
Convenient
Stayed 6 nights in Feb 2024
Response from Management Team on Feb 12, 2024
Dear Zerrin, We appreciate you choosing us and providing valuable feedback about your stay. We are glad you liked our convenient location. Our goal is for each guest to leave completely satisfied, and we are sorry we did not meet all of your expectations during this visit. We hope you will give us another opportunity to provide you with the outstanding experience you should always expect from us!Sincerely,Sheraton New York Times Square Management Team

6/10 Okay

Tonya, Silvis

Traveled with family
Liked: Cleanliness, staff & service
It was close to attractions and Subway. The availability of cabs was good. The overall quality of the property was good. Restaurant was closed during our stay. So the idea of using our credit of $60 at the coffee shop was unrealistic. (We don't drink coffee.) Our room was overall good, except the bathroom had not been cleaned.
Stayed 2 nights in Feb 2024
Response from Management Team on Feb 13, 2024
Dear Tonya, Thank you for leaving your review. We are glad to know our location was ideal for your travel plans and that you loved our well-maintined property. However, we are sorry for the cleanliness issues you encountered. We will address your comments with our housekeeping staff to ensure we are more diligent in our efforts going forward. We also appreciate you sharing your concerns about not being able to make good use of the offered benefits with our destination fee. We will share your feedback with our team as we are committed to providing the best experience for our guests. We are grateful for your feedback, and we hope you will consider us for your next visit to the area and allow us the opportunity to better your stay.Sincerely,Sheraton New York Times Square Management Team

8/10 Good

Robert

Stayed 1 night in Feb 2024
Response from Management Team on Mar 26, 2024
Dear Robert, Thank you for letting us know your visit to Sheraton New York Times Square Hotel was pleasant in every way. We appreciate you being our guest, and we look forward to welcoming you again soon.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Jose

Stayed 1 night in Feb 2024
Response from Management Team on Mar 26, 2024
Dear Jose, Thank you for your fantastic rating! We are delighted to know you loved each and every aspect of our hotel. We hope to welcome you back soon to the Sheraton New York Times Square Hotel.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Keerat

Liked: Property conditions & facilities
Good
Stayed 2 nights in Feb 2024
Response from Management Team on Feb 9, 2024
Dear Keerat, We are thrilled you had an excellent stay at the Sheraton New York Times Square Hotel, and we appreciate the fantastic rating. It was our pleasure to accommodate you, and we look forward to your next visit with us.Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

sasqui

Traveled with family and small children, Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very happy with my stay and the staff was very helpful and polite.
Stayed 3 nights in Oct 2023

4/10 Poor

Anne Marie

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Staff were rude The first night there were parties and slamming of doors all night and security said they could not control it. Hotel was very clean and great location. Staff were rude.
Stayed 4 nights in Feb 2024
Response from Management Team on Feb 8, 2024
Dear M. Marie, Thank you for taking the time to write your review. Please accept our sincere apologies for the difficulties you encountered due to noise from unruly guests staying in our hotel and that we did not address them to your satisfaction. Guests not adhering to the property rules concerning noise can be challenging for all concerned, and we are very sorry for the frustration this caused. Your comments remind us there is always room for improvement, and we will review your feedback with the appropriate individuals. That said, we are grateful for your words about our location and fresh accommodations. We appreciate your patience and hope you will give us another chance to show you the hospitality you deserve on your next visit to the city. Sincerely,Sheraton New York Times Square Management Team

4/10 Poor

Michael

Traveled with family
At check in was informed that there was an additional per night destination fee to be added to room charge. Also, there was discrepancy in the advertised parking rate and the actual charge. No doubt, these are legitimate expenses to run a hotel, but my complaint is that The Sheraton is not up front about the add-on expenses.
Stayed 2 nights in Feb 2024
Response from Management Team on Feb 8, 2024
Dear Michael, Thank you for taking the time to write your review. Our goal is to provide all of our guests with exceptional service and amenities; therefore, we regret that we did not meet all of your expectations. We understand your concerns regarding the resort and parking fees and apologize for any confusion it may have caused. While we strive to make all fees transparent during the booking process, your feedback highlights the importance of continuously enhancing our communication, and we will certainly review your comments with our team to ensure they are as clear as possible. If you are in doubt and would like to review your charges further, please feel free to reach out to our hotel. We appreciate your patience and hope to have another chance to provide a better experience. Sincerely,Sheraton New York Times Square Management Team

10/10 Excellent

Amy

Liked: Cleanliness, staff & service, property conditions & facilities
Amazing!
Stayed 1 night in Jan 2024
Response from Management Team on Feb 7, 2024
Dear Amy, Thank you for the perfect rating. We are glad you had a wonderful time at Sheraton New York Times Square Hotel. It was a pleasure having you as our guest, and we look forward to welcoming you back for another outstanding experience.Sincerely,Sheraton New York Times Square Management Team