Sheraton New York Times Square Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12229 reviews

• 

  Horrible experience

  Horrible experience. 30-minute wait for the Elite check-in line at 5pm. Had a guaranteed king room with guaranteed upgrade (Marriott certificate). Hotel would honor neither. Given a small double. Hotel refused to honor the non-negotiable bed-type guarantee. 20-minute wait for an elevator up to the room. Half the channels did not work on the TV (said DirecTV error). Heat was not effective. Paper-thin door to the connecting room so noisy all night. Was granted a 2:30pm check-out, but of course housekeeping banged on the door at 11:00am demanding to know when I was leaving. Front-line manager would not compensate for lost upgrades, nor escalate to management.

  Dec 22, 2025
• 

  Lifts are as much use as a chocolate teapot

  All the staff were very friendly and helpful. The $35 daily supplement was good. The 2 deals of central park bicycles or the gugenhiem vouchers were good but they never had the bike vouchers in stock. As for the hotel itself, it calls itself a classic hotel but to me thats just a way of saying out dated. If I had the keys to the delorean and went back ro 1985 this would be classic. The hotel is very clean and the cleaning staff are fantastic, but the decor gives it a grubby feel. The bathrooms were passible but again very outdated. THE LIFTS: the lifts are atrocious we ended up walking 12 flights of stairs daily as sometimes it would be 35 minutes waiting for a lift to come. And the queues for the lifts just added to the pressure. The hotel in its current state cannot manage with the volume of guests it has.

  Dec 22, 2025
• 

  Subpar Experience

  The location was great and the lady who checked us in was friendly and inviting. I've stayed there before (a few years ago) and was surprised to find the lobby area undergoing renovation, leading to a very cold (literally cold) and sterile atmosphere. At least they still had a bar (though it was not very inviting nor open late). The elevator situation is terrible - long waits going up and down. We found ourselves waiting close to 10 minutes, multiple times, for an elevator to our floor. The rooms seem very dated, there is a microwave in the elevator area for use (weird), and the toiletries are subpar. As a frequent traveler and someone who has stayed at several Sheraton properties across the world, this Times Square location is truly disappointing in its current state.

  Dec 22, 2025
• 

  Nightmare lifts and luke warm water

  Nice hotel and staff. Rooms slightly small for 3 people. Storage definitely not enough. Small bathroom, but it served a purpose. Water was not hot, just about luke warm. Beds were definitely not queen sized. More like doubles. Loud on Saturday night from the streets below, even on 34th floor. You can tell the windows are not new. Lifts were a nightmare!!! Very rare for more than 1 to work at a time. Had to use the service elevator on a couple of occasions. The system to call the lifts isn't fit for purpose. For a hotel that size it needs some serious rethinking. USD 6per bag to store luggage aswell. On the plus side, $35 credit every day to use on food and beverages. We bought coffees and pastries.

  Dec 22, 2025
• 

  not great

  Well it doesn't help that it was the weekend before Christmas but this stay was chaotic. Long lines for check-in, long lines for elevator. We had to pay $6 per bag for storage. Often there was no one staffing the Bonvoy ljne at the desk. My status was not recognized- no late checkout, no lounge access etc. We received coupons for bottled water from gift shop. The rooms were decently sized for NYC and the location is very convenient if you'll be enjoying theatre district.

  Dec 21, 2025