Sheraton New York Times Square Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12217 reviews

• 

  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
• 

  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
• 

  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
• 

  a dismal experience

  I have stayed here before, but present stay was not great. I was travelling with Cunard, they book and pay for the rooms and I travel with them quite often. Check in was slow and there were not enough people to handle the workload. The ship disembarks its passengers at about 10 am but check in is at 4pm. Cunard arranges luggage storage in a different place from the regular guests. I got a room eventually but needed my one bag. Neither the baggage guy or the bellman who was a recent middle east immigrant only two days into the job were unable or unwilling to help. Fortunately a manager turned up who located my bag and personally delivered it to my room. The only room available was an accessible on, which I didn't mind as the bathrooms are bigger. It was adequate but not spectacular. There was zero information about hotel services provided. Guest services never answered the phone. It was impossible to get the room warm and the water not much better. I had lunch and dinner at the rather nice french restaurant across the road from the back door. Unlike the Sheraton, they are well organised, and though extremely busy the service was great. I'd have liked a nightcap, but had no idea where the bar was, or even if there was one. And yes, I know there's a dozen bars close buy, as a senior in a strange city I'm a little apprehensive about going out late at night. At breakfast, I am confronted by a line up of 100 people . I am 79 and standing in line for an hour is very uncomfortable for me. I go back to the room and try half an hour later, this time the line is only 25 minutes. So, I turn up for breakfast at 745 and eventually get seated at 945. This is a disgrace, and I'm sure, that though breakfast is included I'll get billed for it, and it's grossly overpriced. Several of my fellow Cunard passengers were billed for their room though Cunard had already paid. I get back to my room and there is no water. None, at all. Once again, guest services don't answer the phone. Go to the front desk and am told there's a plumbing problem should be fixed shortly after noon. Well, the water does start flowing but it's full of crud, so there I am. in a supposedly 4 star hotel in one of the most high profile tourist districts in the world, scrubbing the tub myself. It is very clear what the problem is here. The cleaners never turn up for the whole day and management never made an announcement , let alone an apology for the water situation. The Sheraton management has been replying to these sort of comments with apologetic statements, for the last three months, but they haven't done a damned thing. It is clear that the problem here is poor management. I travel quite a bit with Cunard and I will be writing to them suggesting they review their arrangements. I will not be staying at this hotel again. When I came last year, the designated hotel was the Hilton and the experience was completely different

  Dec 09, 2025
• 

  Great location, sad roadside motel otherwise.

  Great location, motel 6 “quality” My girlfriend and I arrived this Friday for a two-night girl’s trip. By the chaos we encountered when we arrived we should have known something was a miss. We are both Bonvoy members and could tell immediately we were in for a rude awakening. The lines were almost at the front door. There was basically no furniture or anywhere to sit. People old and new sitting on the floors. The reception did not say or acknowledge the chaos. He said only early check-in was not possible (as of 1:30pm), and that he would text when room was available. I am not sure this is a NY thing, but they were charging $6 a piece to store our luggage. We both thought it was ridiculous. Specially as Bonvoy members who always favor the brand. We left to explore and came back a couple ours later since we never received a text. The situation was even worse. It took us another 1:30hrs in line to even get a room. The elevators had several control panels missing. The room was equality in disrepair with falling panels on the night stands and just tired and old. Don’t even get me started on their bar. The place was just as tired, old and sad looking. The staff was grumpy and not attentive. The only thing the hotel has going for it is the location, which is fabulous. Walking distance to the Park, the Theater district and 5th Ave. They should be stripped of their Bonvoy credentials and embrace their sad road side motel status.

  Dec 09, 2025