Sheraton New York Times Square Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12217 reviews

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  An Abysmal Experience - Should not be listed with Marriott

  This review has nothing to do with the hotel’s sheer size—its 1,780 rooms—nor with the visibly overworked staff, particularly at reception, where any semblance of a warm welcome has been completely drained. It’s not even about the wildly overpriced $46 breakfast that is utterly uninspiring and deficient, nor the absence of a true full-service restaurant, or the cramped, Motel-6-sized rooms that masquerade as “standard accommodations.” No, none of those alone earned this property one star. What did was the elevators. These elevators feel as though they were designed by Soviet-era engineers before the Berlin Wall fell. Guests routinely stand in crowds, waiting endlessly with no indication of whether an elevator is coming, going, or functioning at all. There are no directional indicators—only a keypad where you punch in a floor number and pray that one of the six elevators is still operational. During our stay, guests on the upper floors—God help them—were repeatedly trapped. Some required special intervention just to get up or down, with waits stretching to 30 minutes or more. On one occasion, the situation deteriorated to the point that the fire department had to be called. How Sheraton can claim this is a “luxury” hotel is beyond comprehension. When core infrastructure is this defective, when basic mobility within the building is unreliable and unsafe, the entire operation collapses. Grandeur, branding, and location mean nothing when the fundamentals fail—and here, they fail spectacularly.

  Dec 14, 2025
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  Please stay away from here

  This is a nonfunctional hotel in time square. Elevators are a chaos and twice they stop working with people inside for 45 + minutes. Very noisy place at night, even though there a Sign for quiet time between 10pm to 5 am. Bed are comfortable but carpets in the room are ol Small clean bathroom. Security box needed to be reprogramed but it took 2 days to do it. There is no concierge. Bad restaurant with schedule hours so do not think you can go anytime for a drink there. You will waist your time if you call guest services, they are rude an do not answer with their name. Lobby has an area that you may think will be transform into a new bar or restaurant, but no works at all during our 4’days stay. There is a lot of activity with commercial airlines (emirates) but not to many agents to help you with check in, so be ready to waist your time in the line.Overall this is a 3 star hotel but they charge you as they were 5 star. Marriott Marquis and Hilton are closer to time square, we have stay on those 2 hotels and definitely there is a big difference and superiority of service and customer service. We learn our lesson, will not comeback to Sheraton New York as there are too many things that they need to improve. Definitely it was a bad choice

  Dec 13, 2025
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  Terrible.

  Don’t do it. Nothing you will experience in New York is worth staying at this hotel. When we arrived the check in line was to the door. There was only one person checking in the non “elite” guests and it took our friends, who had arrived before us, 45 minutes to get to the front of the line. Given that we could not check in, and could not access the elevator due to the crowd, we tried to check our bags but could not do so because the bell stand closes at 9. So, we left our bags in a friends room and went to dinner. When we returned at 10 pm it still took 30 minutes to check in. I could go on about the elevators, the uselessness of a food credit that you receive at 10 pm, etc. my advice is simply to avoid this hotel.

  Dec 12, 2025
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  Do not stay here despite the location and check in time is over two hours and wait to get on the elevator was 1 hr

  Terrible terrible check-in experience waited two hours to check in even though I checked in on the app the day before no digital keys available like the other major Hotel chain. Was in line with people that had gotten their room key earlier in the day and had to get back in line to get it activated so they stood in line in a total of three hours. Do not stay here.

  Dec 12, 2025
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  Heed my advice and stay elsewhere

  This is an awful hotel. Want to remotely check in on the app? It says you can, but then when you arrive you need to wait in the 30 minute check in queue to be told the app and hotel’s systems don’t communicate, so it’s only manual check in. Want to be able to go to your room? The elevators lack capacity to serve the building, so you can expect 10-20 minute waits to go up to or down from your floor. Want hot water in your shower? Only available during non peak hours — in the morning, you get cold water. Oh and black soot comes out of the tap. Want the hvac to work in your room? Not here. Want the key to work to your room? Long shot, security had to let me into the room 2 of 3 nights. Stay somewhere else, you will be happy you did.

  Dec 11, 2025