Sheraton New York Times Square Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12294 reviews

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  Good hotel, but terrible customer service

  Good hotel, comfortable room and amazing location. But I was charged 2 times the safety deposit and just 1 was returned. I went to the front desk to ask about the extra charge, and they guaranteed me that it would be cancelled. But the extra charge (150 USD) was charged on my credit card and not refunded. I've been trying to solve this for weeks, but I get no answer and no reply from the hotel. In the meantime, they've charged me wrongfully and didn't return my money. Horrible customer service!!! Please return my money!!

  Feb 13, 2026
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  Awful customer service

  Stayed here for 4 nights to celebrate my 60th birthday, first time in New York so expectations were high based on reports of excellent customer service in NY, boy does this hotel bring that way down, from check in to check out we felt more like a hinderence than a valued guest, any questions asked were met with gobiltygook replies that made no sense, no real explanation given to the 2 amounts held on my credit card plus the charges for anything you get is stratospherislc, $30 for 1 glass of red wine, then they told me at check in I had $35 to use at any of the facilities per day, that was a blatent lie, how that money is used was explained to me by a very kind man on check out, sorry cant remember his name but he was from Jamaica, he squared a few circles for me, moreso when I explained to him on our first morning we had no hot water to shower and when I went to reception to ask why I was basically brushed off with a don't know, no more no less, awful customer service, as I said this was for my 60th birthday and my wife spent a lot of money on it and the hotel experience ruined it, don't go here, loads of good hotels in NY

  Feb 09, 2026
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  4 room changes in a 2 day stay

  DO BETTER SHERATON NYC!! I have never written a hotel review, but this experience has been a nightmare. Upon arrival, we were assigned a room on the 26th floor. The designated elevators for these top floors were out of order for two full days. We had to use service elevators that are not legally allowed for guests, walking up or down flights of stairs to gain access to our floors, with wait times of 20 to 30 minutes for each ride, one time riding in complete darkness. After 48 hours. knowing we would be staying two more nights, I requested a new room and was placed on a lower floor. Within minutes of being in the second room, I realized it did not have heat due to a window that was ajar (outside temps were 14 degrees) so we were then moved for the third time to a new room. The third room lacked the previous “amenities” of a closet, a desk and a refrigerator, and bonus, it had a non-working tv. After speaking to the manager for the third time, I was told that this was the only room available and it was ADA so that’s why those things were missing. I again requested a room change because there are three adults in this room and we consider these lacking amenities a necessity. It should be noted there were no queens beds in any of the four rooms (only full size beds) and these full beds were so undersized that they would only serve to comfortably accommodate one adult or 2 children, but never two adults. I have lost a full day in New York with my family as I am currently waiting for my fourth room change. The only compensation I have been offered is 20K in points, with the manager, Wesley Jordan stating he was unable to offer anything else. The hotel service staff have been wonderful and vocally frustrated on our behalf. Mr. Jordan seems unable to resolve things to a minimal level of satisfaction, saying if a complaint was filed to anyone above him about the elevator violations or room problems, it would come directly back to him to resolve. DO BETTER SHERATON NYC!!

  Feb 08, 2026
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  NICE LOCATION AT TIMES SQUARE. IMPROVEMENT WITH NEW PARTNERS!

  I went back, to Sheraton Midtown, after thirty years, of being hosted, at one of my first's visits to NYC, in 1990s. Gladly surprised, for the improvement made along all the building. The Quality service of the staff in general, being remarkable that they actually continue working , with part of their former staff.The improvement at the building ,it seems to be part of their new partnership with Marriot.I even met, the same people, who hosted me, on the 90s like Michael at the Reception and staff at the Breakfast Restaurant.The location , is excellent! Staff servicer in general, was very good, in spite we had one night a bursting Pipe threaten, which made us abandon our bedrooms. It was solved, by the staff. At the Reception, people are well customer oriented, as Julia and Lázaro, who are very charismatic and bring out support, on different matters, to the customers. The place is renewed and cozy, as well as best located at Midtown.

  Feb 06, 2026
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  Absolutely Unacceptable Experience--NEVER AGAIN.

  This was one of the most unacceptable hotel experiences I have ever had, and it is shocking that this property is allowed to operate as a Sheraton. The front entrance was CLOSED with no proper signage, forcing guests to enter through the parking garage in freezing New York weather. We had no idea if we were outside or inside the hotel. People were smoking near the entrance, and it took several minutes just to reach the lobby. Once inside, the lobby was also freezing cold. Check-in took over an hour while staff wore coats and used space heaters. That should tell you everything. The first room we were given was absolutely disgusting—hair everywhere, a filthy shower, dirty surfaces, and freezing temperatures. There was ICE on the inside of the window. Calls to the front desk were ignored, and we were repeatedly told an engineer would come. Hours went by with no help until we physically went downstairs multiple times. We were moved to another room that was just as filthy and freezing. The toilet was disgusting. After more complaints, we were promised a suite. Before moving our belongings, my friend went to inspect it and became stuck on the 27th floor for about 25 minutes because the elevators were not working. She had to be taken down on a freight elevator by an employee. The keys to the new rooms didn’t work, leaving us stranded on the 27th floor until an engineer came to let us in. The “suite” turned out to be two adjoining rooms—one freezing cold and the other unbearably hot. By this point it was 1:00 a.m. and we were completely exhausted. As if that wasn’t enough, the shared microwaves on each floor were filthy. When we passed through the kitchen while using the freight elevator, the conditions were so disgusting that any sanitation inspection should have shut the place down immediately. To top it all off, management PROMISED our room would be comped, yet we were still charged at checkout. This hotel is dirty, disorganized, freezing, and unsafe. The lack of cleanliness, maintenance, communication, and basic guest care is unbelievable. No one should ever have an experience like this while on vacation. Do yourself a favor and stay somewhere else.

  Feb 01, 2026