Sheraton New York Times Square Hotel

I stayed here to attend a conference. Overall, it was not as bad as one might fear from reading some of the comments below. The room was clean enough. The beds were not very comfortable but again good enough for a restful sleep. The rooms would certainly benefit from a renovation. There is no room service. And they cannot accomodate earlier check ins. One tends to expect more from a four star hotel but then again, it is in Manhattan so one may moderate expectations.

The lobby is loud and noisy and uninviting, with a very corporate feel. The room was on the small side, but clean and comfortable. The bathroom was also very small, but also clean. I wish they would install containers for shampoo, etc., rather than give out small y recyclable plastic bottles. The hotel charges a ripoff $30 per day, sort of like a resort fee, and disguises it by telling you that you get a $30 credit to use in the various restaurants. That alone means I would not stay there again.

If not for checking off the minimum requirements in terms of amenities this is a two star hotel masquerading as a four star hotel. The rooms look good at first glance, but you quickly begin to notice things that are broken. There were stains on some of the small hand towels on one of the days, and on my second to last day one of the new towels was very badly ripped. The beds are absolutely the worst beds I have ever stayed in. They have some sort of flat mattress topper, that does not attach to the mattress, slips off, and makes the most uncomfortable surface to sleep on. The pillows are the most pathetic pillows I have ever seen. I could literally pinch the pillow with my fingers and feel my fingers touch.

I contacted guest services to try and get help, was told that they only have these pillows and nothing else. Additionally, when I asked about a mini fridge, I was told that I would have to “rent “one of these for $25. Bring your own shampoo - the one provided is horrible. And bring conditioner - even after I asked for conditioner, I was provided with more bad shampoo and body wash.

I do want to give credit to the housekeeping staff who cleaned the room daily and put new towels out on a daily basis. Finally, the location is quite good, close to a subway stop. There is a fantastic place for breakfast called Cafe Aroma just a few steps away with breakfast at a much better price than the one offered at this hotel.

EDIT: I forgot to mention evidence of water damage in one of the ceiling corners, have added that photo

Great location with most modern amenities; however, our room’s air conditioning did not work and the response was dissatisfactory. After we reported the issue, to Sheraton’s credit, a technician was quickly dispatched to our room. Unfortunately, the air condition was not fixed and the room remained roughly ten degrees warmer than the hallway, yet the case was closed. We continued to explain to the front desk that hot air was coming out of the vent and were told that the technician would return. This did not occur though. We had to sleep with the windows open in our room and awoke early the morning to the busy traffic below. I cannot recommend this hotel after this experience.

We were just in NYC for the weekend, the Sheraton was recommended to us from the bus company we traveled on. It was great to know we could leave our bags, since check in wasn't until 3:30pm. We enjoyed Time Sq., shopping & lunch before heading back to the hotel. The room was very nice. There was a $30.00 fee which was credited to be used in the hotel, unfortunately We weren't informed that it had to be used on our check in date. We weren't able to use it for breakfast the next day, I explained to the desk clerk that we weren't informed of their policy. She kindly refunded back to my credit card & I just paid the full price for the breakfast buffet. The staff was very friendly & professional, I'm looking forward to staying here again & I would definitely recommend it to family & friends. We had a great weekend in NY.

My family and I stayed here for about a week at the end of April. The stay was lovely and close to everything we wanted to visit. I’d like to give a huge shoutout to Louie Pacheco, the bellman who helped my mom on Wed. 4/24. My mom accidentally left her purse on a bench inside the hotel lobby. Upon going back for it a few minutes later, we couldn’t find it. We searched and searched, and ended up asking Louie if he had seen it. Because the bag had been left unattended, he had moved it to their security for safe-keeping.

What touched us the most was not just Louie’s sense of professional alertness, but also his reassuring presence and thoughtful talking tone further gave us great encouragement while we were deeply worried and concerned. My mom was so relieved they had stowed her bag away safely. Big thank you to Louie Pacheco for being so attentive and supportive for helping us recover the bag! We’re so grateful for the entire Sheraton staff for taking such good care of us!

Stay away from this hotel. We checked in online (like they told us to) around 10 a.m. and then again in person around noon when we dropped off our bags. They told us we could get a room at 4 p.m. (the official check in time). We did some things in the city and went back to get our rooms at 7 p.m. The line was extremely long and it quickly became clear people were very upset. When we got to an agent, he reported that they didn't have the room we had booked ready (two double beds for me and my husband and our kid). We could take a king or wait for the double room, though he didn't know for how long. There was no apology and he blamed us, saying we hadn't checked in (although we had done so twice). Our kid was sick so we waited awhile, but eventually we took the king, which is, of course, a much cheaper room. They gave us some breakfast vouchers, but that was it. No refund or compensation. Total rip off. No apology.

If you stay here, check in early and insist that they take your credit card then and block off your rooms. But be prepared for long waits both in check in and bag check. I've stayed in smaller hotels in NYC before and had a much better experience. Other people were having similar experiences - they gave one man a room with NO BEDS in it! And then tried to get four work colleagues to stay in a room with one king. It was pretty nutty. Beware!

If you actually get a room, the rooms are nice and the location is great. But, again, the hassle really negatively impacted our trip.

Reviews are very mixed for this location. This is a more family friendly hotel. overall not bad if you need a place to stay to do things all day outside .

Location - subway station is next to the hotel entrance so it is very convenient .

Noise - it was good in the room. lobby will vary depending on the amount of groups of students staying as well

Food - there is a breakfast buffet for $30 per person. the food was good. Time square breakfast restaurants are probably close to $20-$30. There is a Starbucks as well in the morning but the line is very long.

Rooms- The bathroom needs upgrade. Need fridge in the rooms.

Service - During my check in the concierge told me that I can use all my credit during my stay however I wanted to split it. When I asked the front desk about my charges they said that they had just change the rules 4 days ago and can only spend $30 per day. The front desk staff treated like I was lying and then said they will give me the credit however it did not happen. and they won't pick up the phone. going in circles with them for something their employee misspoke.

still have not received a refund