Sheraton New York Times Square Hotel

Recent Reviews: 12372

• User:Dan A

  Trip type: Couples

  Still bad after 15 years

  09 Jun 2026

  this was our go to hotel for a number of years until about 15 years ago when we realized that everything about the hotel was declining, especially the quality of the service. We stopped using the hotel until yesterday when it was convenient to book there and we thought at least the club, available to titanium members like us, was really good. On check-in we were informed that the club was eliminated during a renovation. Oh, oh. We were also were informed there was a $40 resort fee that was only available until midnight for food and drink at the bar. When we questioned, why that "resort "fee was not available for our entire stay at the "resort' through noon. the following day, the answer was that's just the way it is. We also were offered no amenities, including a late checkout, which is absolutely standard. Violation of customer care number one. We were told the bar would be available until 1130 but on returning somewhat after 11 o'clock the maître D. said the bar had closed early because the staff wanted to close. Rather than saying he would try to help us he just said you should've come earlier - violation of customer service number two. so, in fact, they just stole $40 from us. That wasn't the only example. Examining the bill on checkout we found that there was a charge of $17 for Internet. Any Bonvoy member receives free Internet so I suppose they expected that we simply wouldn't notice it. This kind of behavior comes down to fraud. During our stay every employee, we spoke to exhibited not the slightest bit of concern for the customer or that or recognition that they were in the service business. We did find at least one consistency in that no matter what question you ask a staff member the answer is always no. In short, nothing has changed in 15 years, except that the hotel has continued to proceed apace downhill.

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• User:MrsSan

  Trip type: Couples

  Fantastic Stay

  08 Jun 2026

  This hotel was clean, nice rooms, comfortable beds. The staff were friendly and helpful. There are restaurants in this hotel. One restaurant has a delicious breakfast buffet. This hotel is in walking distance to Time Square, Boardway Theaters, Central Park, restaurants, Radio City Music Hall, Rockefeller Center, shops, and much more. Cabs are right out side the hotel. Great location!!!

• User:Nancy K

  Trip type: Family

  Location: 5/5 | Service & Experience: 1/5

  08 Jun 2026

  Let me start with the one positive — the location is genuinely great. Being in the heart of Times Square makes getting around New York convenient and easy.That's unfortunately where the good ends.We arrived at 5:30 PM, a full hour and a half past our 4:00 PM check-in time, only to be told our room still wasn't ready. What followed was an agonizing 30+ minute wait in the lobby — with a newborn baby and a young child in tow, after completing a grueling 10-hour drive. Not once did the front desk staff show an ounce of empathy or urgency. The receptionist was dismissive and outright rude, refusing to answer our questions with even basic respect. For a hotel of this caliber, that is simply unacceptable.The poor attitude didn't stop at the front desk. The bartender at the restaurant displayed the same lack of professionalism — at one point literally waving me away rather than politely asking me to step aside. I was stunned.Then came the room itself. No refrigerator — a basic amenity, especially critical when traveling with an infant. The bed was unusually high, making it genuinely inconvenient and unsafe with small children.Housekeeping was a joke. Over the course of four days, the only "cleaning" we received was a towel swap and a bathroom wipe-down. By day four, the room was in a terrible state. Completely unacceptable for the price you pay here.The Sheraton brand promises a standard of comfort and hospitality. This property failed on nearly every front. Families — especially those traveling with young children — deserve far better. I would not recommend this hotel. Marriott Hotels, Guest Services / Front Office at Sheraton New York Times Square Hotel, responded to this review We truly regret to learn about your disappointing experience at our hotel. Please accept our sincere apologies for any inconvenience you encountered during your stay. Your feedback is of utmost importance to us, and we take these matters seriously. We're committed to addressing these concerns and ensuring that every guest receives the highest level of service and care. Your feedback will aid us in making necessary improvements. On a positive note, we are glad the location was convenient for you. We genuinely hope you will consider giving us another chance in the future to provide you with the stay you deserve.Sincerely, Sheraton New York Times Square Management Team

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• User:Mobile09980230061

  Trip type: Family

  Worst Service

  03 Jun 2026

  One of the worst guest service and one of the worst housekeeping service Paying resort fees and asking a request if late checkout. Not even bothered And calling since last 1 hours from room . No one is bothered.This is the worse Sharaton I have seen in my life.Posting all in Twitter newyork times and all social media. With photographs Marriott Hotels, Guest Services / Front Office at Sheraton New York Times Square Hotel, responded to this review Dear Guest,We truly regret to learn about your disappointing experience at our hotel. Please accept our sincere apologies for any inconvenience you encountered during your stay. Your feedback is of utmost importance to us, and we take these matters seriously. We're committed to addressing these concerns and ensuring that every guest receives the highest level of service and care. Your feedback will aid us in making necessary improvements. We genuinely hope you will consider giving us another chance in the future to provide you with the stay you deserve.Sincerely,Sheraton New York Times Square Management Team

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• User:Snapster7

  Trip type: Family

  Fantastic stay

  02 Jun 2026

  Great location, walking distance to most of the main sights. Friendly and accommodating staff, efficient lift system. Bar and lounge area light with a nice atmosphere, only criticism there is a period of time where you can’t purchase food or snacks as the Starbucks area shuts but the bar hasn’t opened. Rooms are slightly dated but are spacious, the beds are comfortable. Would definitely recommend

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