Sheraton New York Times Square Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12239 reviews

• 

  Disappointing Stay

  The check-in took hours with the staff (Adam) very unfriendly about rooms not ready. We have stayed there several times because of the preferred location. Unfortunately, our rooms were not updated, very clean & clean towels only brought once. We were given $35 credit per room as we checked in, but we were unable to use due to the restaurant/bar closing too early. We will not there return until renovations are done.

  Dec 29, 2025
• 

  Great Location.... Bad experience at a dated hotel..

  We stayed here the weekend before Christmas and was really worried due to some of the previous reviews. I was so worried, I emailed the hotel to express my concerns but had no response. The location of the hotel is great for all sites and subway. We wanted somewhere in the heart of New York to use as a base for sleeping and the hotel provided exactly that. When we arrived, there was a long check in line, as other people had mentioned was the case, and we had to wait around 15 minutes but in the big scheme of things it wasn't an issue. The reception staff were polite and helped check us in. As part of the tourist tax which they charge at $35 a night and we weren't aware of when booking, they give you a daily voucher to spend in the onsite Starbucks, Breakfast or the Bar. We went into the Strabucks one morning, but there was a long line so gave up, and also realised it was a make it yourself Starbucks, not made to order as expected. You also get water vouchers which is a bit odd. Not sure why they don't just stock up the rooms. As for breakfast, there always seemed to be a large queue, so didn't want to waste valuable time waiting for this. As for the bar, that was a disaster. Myself and partner went in then and ordered a drink of 2 bottled beers, and waited and waited in fact until the point we actualy had to ask 4 times for them. The bar staff were standing around chatting and on phones when all they needed to do was trun around take them out the fridge, open them and pass them to me! We were on the 35th floor. The room was very dated, as was most of the hotel. but it was mostly clean and the beds were very comfy, and we only used the room to freshen uo and sleep, There was some general noise from the streets below but I actually quite enjoyed this. We were up and out early each day but there was plenty of hot water for showers. The major issue we found to the hotel was the elevators/lifts. It is honestly like nothing you will see again. There is a touch screen outside the elevator and you press which floor you wish to go to. It then tells you which out of 6 lifts to use when it finally arrives. Inside the lift there is no button to press where you are going. It is very bizarre. There were occasions when there were queues waiting to find a lift/elevator, some time waiting nearly 30 mins for a lift. On one day there was only 1 of 6 lifts working, and we spoke to one couple who had to use the stairs from the 36th floot down, its a good job they weren't checking out with luggage! The bag drop for you to leave your luggage on the last day was odd. It was the first time I have ever had to pay to leave luggage. As mentioned already it is $6 per bag and this includes if you have a carrier bag or small hand bag, there is also a large queue to drop bags ff too which I don;t quite understand. In terms of location, this hotel is right bang in the middle of where you need to be. It is 2mins to walk to Times Square, 10mins to Central Park, 10 mins to the Rockefeller Tree etc. It's ideal if you want to be in the middle of it all. If they could sort out the lifts, and refreshen it up a bot, then I would stay again, but at the moment I'll be looking elsewhere for my next visit.

  Dec 28, 2025
• 

  Inefficient

  The check in experience is poor, you queue for up to an hour and staff aren’t particularly friendly. There is no concierge service so just to ask a question customers have to wait in the same queue. Then the elevators are a nightmare, they take ages and there are long queues so factor additional time for them too. Lastly the beds are uncomfortable and overall the experience doesn’t live up to the price.

  Dec 28, 2025
• 

  Perfect location, frustrating lifts..... embrace the craziness at Christmas.

  We stayed here the weekend before Christmas and we were really worried due to some of the previous reviews. I was so worried, I tried to book somewhere else and swap hotels but was unable to. Needless to say we had no major issues at all and the hotel provided exactly what we needed. Let's be honest, if you are spending more time in your hotel than outside when visiting New York, then something is wrong. We wanted somewhere in the heart of New York to use as a base for sleeping and the hotel provided exactly that. I was worried about the long check in lines people had reported and in fairness there was a line when we arrived and we had to wait around 15 minutes but in the big scheme of things it wasn't an issue. If you are stressed out about having to line up and queue for things, then New York at Christmas is not the place for you- you will have to line up for everything- shops, food, attractions etc. The gentleman on the reception was very polite and helped check us in. All the staff we spoke to were very helpful, especially the men on the front doors each morning who would help direct us if needed. As part of the tourist tax you can use this towards coffee in the Starbucks franchise in the bar on the ground floor. We went to do this on one of the days but there was a long line so gave up and set off out for the day. You also get water vouchers which is a bit odd. Not sure why they don't just stock up the rooms. We were on the 18th floor. The room was generally quite dated but it was mostly clean and the beds were very comfy. There was some general noise from the streets below but I actually quite enjoyed this. Going to New York, I wanted it to be noisy with sirens, alarms, garbage trucks and people racing about- surely thats what you expect. I loved it! We were up and out early each day but there was plenty of hot water for showers. On one of the days the room service lady made one bed but not the other- a little strange but not significant. The major downside we found to the hotel was the elevators/lifts. It is honestly like no system you will have ever seen before. There is a touch screen outside the elevator and you press which floor you wish to go to. It then allocates you a life. Inside the lift there is no button to press where you are going. It is very bizarre. There were occasions where there were queues waiting to find a lift/elevator in the lobby but the hotel staff really did seem to try to help when it was very busy. It is just a totally useless situation. On at least 2 occasions when trying to come down from the 18th floor, the lift did not arrive or when it did, the doors would not close. We therefore walked down the 18 flights of stairs, and on the last day did it with our luggage which is definitely not ideal. For me the bag drop for you to leave your luggage on the last day was odd. It was the first time I have ever had to pay to leave luggage. As mentioned already it is $6 per bag and this includes if you have a carrier bag or small hand bag onto of your suitcase- they will charge you for the 2. And you've guessed it there is a queue/line to wait to drop this off too!! In terms of location, this hotel is right bang in the middle of where you need to be at Christmas time. It is 2mins to walk to Times Square, 10mins to Central Park, 10 mins to the Rockefeller Tree etc. It's ideal if you want to be in the middle of it all. Just in terms of it feeling dated and the situation with the worlds most frustrating elevators, I think if we were to go again I would look at other hotels. But if you have booked to go here already then I really wouldn't get stressed about it. Embrace the business and the crazy elevators. : )

  Dec 28, 2025
• 

  Good Stay perfect location

  I took my daughter and our exchange student to NYC and this was a great location ,parking garage right across the street and paid through an app for 2 days it was 90 ,which isn't bad for the city. No breakfast included, they do charge a fee of 35 for being in the city and then they say that you get a credit of 35 per day to be used in the 'library bar' which wasn't too bad. Snacks aren't available for sale in the evening so we could only buy the water Keep an eye on your receipt at end of stay to make sure there aren't extra charges. Overall would definitely return!

  Dec 26, 2025