Ratings based on 9,052 Verified Reviews

4.0 out of 5
85% of guests recommend
4.1 Room cleanliness
4.0 Service & staff
4.0 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
3 out of 5
by A verified traveler from UK

Hotel close to the action,

Posted Apr 10, 2018
Toilet in the room was blocked when we arrived, had to ask twice to unblock the toilet. 3 people above the age of 16 and every day we had to ask for a extra cups as only 2 provided. We still did not get the extra hangers we asked for.. 6 hangers for 3 over 16 and a child. Extra charge for holding bags after checkout. $4 per bag. this was not made clear to us until we checked out which then caused is issues as it was cash only. No hair conditioner in the room had to ask for that as well. Mattress are like air beds one person turns and the other person can be woken.. small double beds.
Comment from Hotel Management
Apr 14, 2018 by Director of Guest Relations, Hotel Management
Dear Ian, it was disappointing to read your comments concerning your stay at our hotel. Please accept our apologies, as we never mean to disappoint our guests in any way, and we definitely failed in this attempt. We can assure you that what you experienced is not acceptable by our standards, and we will be reviewing and altering our guidelines to provide a more wonderful experience for every guest entering our doors. I encourage you to try us again in the near future and I am confident you will enjoy a better stay. Edyta Fitzmaurice, Director of Guest Relations
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 10, 2018
Clean, comfortable hotel in a great location. Will stay here again.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Apr 10, 2018
Great central location family rooms a bit small. Expensive due to locality
3 out of 5
by A verified traveler from Philadelphia, PA

The hotel itself is fine and conveniently located.

Posted Apr 9, 2018
Pros: Good location.
We were given a room on the 6th floor with a view of a wall. There were people partying in the halls until 4am.
Comment from Hotel Management
Apr 12, 2018 by Director of Guest Relations, Hotel Management
Dear Reynold, thank you for being our guest. We are pleased to know you liked our location and had a good time here. We are sorry for not living up to your expectations. Our front desk is available to resolve such issues, so we are sorry we were not aware of the problem, as we would have been happy to try and resolve the issue or move you to another suite. We hope this didn’t overshadow your otherwise great stay and that you will choose us again in the future. Edyta Fitzmaurice, Director of Guest Relations
2 out of 5
by A verified traveler

Rip off alert!

Posted Apr 9, 2018
I was told by the hotel front desk that we could spend the "resort fee" however we wanted whenever we wanted. We tried to use it the last day and was told we needed to use it daily so we could only use one day as the previous had "expired" That was totally news to us. Avoid this hotel and avoid Sheraton.
Comment from Hotel Management
Apr 13, 2018 by Director of Guest Relations, Hotel Management
Dear John, please accept our sincere apologies for not living up to your expectations. We strive to provide wonderful hospitality to all of our guests, but we obviously let you down. Your feedback is important to us, and we will use it to improve our services going forward. We hope you will consider giving us a second chance in the future. Edyta Fitzmaurice, Director of Guest Relations
5 out of 5
Recommended
for Everyone
by A verified traveler from Orange County

Great location near Central Park

Posted Apr 8, 2018
Great experience all around. First time in NY, well definitely stay here again. My daughter got the flu 2nd day in. Staff was very accommodating and allowed us to extend our check out to make her more comfortable. Beautiful lobby. Everyone very helpful and warm.
3 out of 5
by A verified traveler from London

Good location

Posted Apr 8, 2018
Nice hotel but room booked for 3 adults and beds too small for this. General staff lovely but reception staff not so helpful. Tried to upgrade us to rooms with wifi and unfriendly once we declined. Everywhere else we went had free wifi but The Sheraton wanted extra for this unless in the lobby. Bath very small.
Comment from Hotel Management
Apr 9, 2018 by Director of Guest Relations, Hotel Management
Dear Deb, thank you for taking the time to post your review. We are glad to know you were pleased with our location. However, we are sorry for the issues you had and regret the inconvenience it caused. Your feedback is of utmost value, and we will use it as a training tool to improve our performance moving forward. We hope you will consider choosing us again in the future. Edyta Fitzmaurice, Director of Guest Relations
4 out of 5
Recommended
for Everyone
by A verified traveler

Nice clean hotel in a great location.

Posted Apr 8, 2018
Nice clean hotel in a great location. However staff not very friendly.
Comment from Hotel Management
Apr 9, 2018 by Director of Guest Relations, Hotel Management
Dear Guest, thank you for being our guest at the Sheraton New York Times Square Hotel. We are glad to know our convenient location worked well for you. Also, I have shared your comments with the entire staff in an effort to further improve our customer service. We hope to see you again so we can show the example of our hospitality. Edyta Fitzmaurice, Director of Guest Relations
3 out of 5
by A verified traveler

Sheraton Times Square

Posted Apr 8, 2018
We booked a room with two double beds and they tried to put us in a king when we checked in. We have 4 people so I had to remain firm in that they had and to find something with 2 double beds. Then, our room was not very clean. We had to continuously ask for 4 towels and wash rags because they would only leave 2. We have stayed at other hotels in Times Square and never had to pay for baggage storage like we did at this hotel.
Comment from Hotel Management
Apr 9, 2018 by Director of Guest Relations, Hotel Management
Dear Guest, thank you for your review. We are sorry for the issues you experienced in your room and regret the inconvenience it caused. I have shared your concerns with the appropriate teams in an effort to improve our services going ahead. We hope to have another opportunity so we can make a favorable impression of our hotel. Edyta Fitzmaurice, Director of Guest Relations
3 out of 5
Recommended
for Everyone
by A verified traveler

Good hotel near TSq

Posted Apr 8, 2018
Good hotel but few hiccups 1. Was forced to upgrade the room at check in for club room by offer in way that superior room are not ready, or was ask to downgrade to standard room. Big group was blocking access to elevator which was not going in highly floor elevator, but staff Co handled it to keep some elevator for guest to use after checking in instead off just keep it open for entire group only and non group had to wait in line for half hour, specially when ever moment count in NYC. 3. Phone inquiry could be properly handled when you just want checkout and had to wait 10 minutes and disconnecting phone while talking and not cared to call back. Asked for email for receipt but hai yet to receive. All thus are feedback not worried to get any money back or satisfaction reply. I have no plans to come back tomorrow.
Comment from Hotel Management
Apr 9, 2018 by Director of Guest Relations, Hotel Management
Dear J, thank you for being our guest and for sharing your feedback. We are pleased that our Times Square location helped in making your visit even better. However, we are sorry for the difficulties you experienced on arrival and hope our staff was able to assist you to your satisfaction. With regards to your receipt, please feel free to reach out at our front desk as they will be happy to help you. Your feedback is appreciated, and I hope you will give us a chance to impress you on a future visit. Edyta Fitzmaurice Director of Guest Relations