Sheraton New York Times Square Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12307 reviews

• 

  Avoid this hotel

  Unfortunately, our time at this hotel was very disappointing. We had several issues during our stay. The TV volume didn’t work for 2 channels. I reported it through the Bonvoy chat at midnight. My hotel phone rang at 4:15am and then again at 4:21am. The person calling kept hanging up on me. I called the front desk to report that someone was crank calling. The person that answered “Víctor” told me that he was calling me about the TV issues and then told me that the reason 2 channels don’t have volume is because there is an electrical outage. If the TV turns on I doubt there is an outage! And don’t call a guest at 4am and don’t hang up when they answer. Good luck finding ice at the hotel. Floor 17 apparently has a missing ice machine. No one on staff was aware that the machine wasn’t there. One lady even alluded that I was lying about it. Then I went to floor 18 and their machine didn’t work. The elevators are running SLOW because there is a dance competition going on and the hotel is crowded so going floor to floor was a major inconvenience. Would not stay here again. Overpriced and not worth it. You can pay this amount for a much better option.

  Mar 07, 2026
• 

  A lot better than I expected so very happy

  I have just finished a 5 night stay and it was really good I have to say. The check in was really simple and they gave me a sheet that explained the resort fee and where you could use it. My luggage was delayed but it arrived during the night and the concierge sent me some toothpaste which was handy. Overall very good, gym was ok as well.

  Mar 05, 2026
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  DO NOT recommend - they take money out of your bank account without asking.

  My fiancé and I stayed at this hotel for one week over Christmas in December 2025. Unfortunately, our experience was extremely disappointing. While we understand that hotel rooms in New York City may differ from how they appear online, the issues we encountered went far beyond aesthetics. Upon check-in, we were informed of a mandatory $35 USD per day fee that had not been disclosed on Booking.com at the time of booking. When I raised this with staff, I was told there was nothing they could do, despite the fee not being clearly communicated prior to our arrival. During check-in, the staff member stated, “I can see you’ve already paid, but I still need your card.” I asked whether this was for the security deposit, and he appeared unsure before hesitantly confirming that it was. We later discovered that he had charged us for the entire stay a second time. We immediately returned to reception and were told the duplicate charge would be refunded within 48 hours. It was not. After following up again, we spoke to a woman who identified herself as the manager. She appeared unfamiliar with the system and advised that the funds would be returned at checkout instead. When I raised the concern that this amount could represent someone’s spending money for their holiday, she dismissed the concern and stated that this was not the case “in this situation,” which felt inappropriate and presumptive. Although the duplicate charge was eventually refunded three days after checkout, this meant we were without access to thousands of dollars for a substantial period of time. To make matters worse, three days after checking out, we were charged over $800 AUD with no explanation. This amount does not align with the $35 USD daily fee we were advised of. Three months later, this charge has still not been refunded, despite raising the issue during our stay. Regarding the $35 daily fee, we were told it was redeemable at the Starbucks located within the hotel. However, this outlet did not operate to standard expectations, food was frequently unavailable and the quality of the drinks was the poorest we experienced during our entire trip. While the hotel is in a convenient location, our experience with undisclosed fees, duplicate charges, delayed refunds, and unexplained additional charges was unacceptable. I would strongly recommend that future guests consider alternative accommodation options that offer greater transparency and financial reliability.

  Mar 04, 2026
• 

  Horrible

  Don’t stay there! First, even if your flight is canceled, they will not refund your money or issue a credit because they want you to buy insurance. Even though there is a blizzard and all airports are shut down, and there is no way to get there, they don’t refund you. I don’t even know why, but I rebooked it because I am a loyal member, even though I lost money; however, their staff is rude and not at all accommodating. I checked in at 1 AM and asked the front desk for a later check-out. They said no. I have stayed in numerous hotels and Marriotts, and this has never been an issue. Horrible experience. You are warned

  Feb 27, 2026
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  Absolutely Unacceptable Experience – Shockingly Poor Management and Service

  I rarely write reviews, but this experience was so horrific that I feel obligated to warn other travelers—especially Bonvoy elite members. I am a Titanium Elite with Marriott Bonvoy and was staying at this property with the expectation of a comfortable and professional experience. Unfortunately, what I encountered was the complete opposite. From the moment I checked in, the stay went downhill. The rooms adjacent to mine were yelling on the phone, blasting music, and banging on walls well into the night and beginning at 6am. I contacted the front desk and personally spoke with an agent (name begins with R), who outright refused to move me to another room. Her demeanor was dismissive and unprofessional, and at one point it felt like the situation was being laughed off rather than taken seriously. Security was eventually called, but they did absolutely nothing to resolve the disturbance. The noise continued, making it impossible to rest. As someone who travels frequently and relies on Marriott properties for consistency, this was beyond disappointing. I was scheduled to stay two additional nights, but due to the lack of support and basic hospitality, I checked out early. When I went to the front desk to check out, the experience somehow got worse. Despite my Titanium Elite status, I was shooed away from the elite line and told it was no longer open. Instead, I was instructed to stand in a line with over 30 people. No apology. No acknowledgment. No respect for elite members whatsoever. I was also told that a manager would call me today regarding the situation. It is now 9:20 PM, and unsurprisingly, no call ever came. I ultimately moved my suitcase to another Marriott property near Bryant Park, where I was immediately reminded of what proper service and professionalism look like. This hotel is absolutely horrific, from front desk staff to management accountability. The lack of concern, follow-through, and basic guest service is alarming. In my opinion, this property does not meet Marriott standards and should be removed from the Bonvoy portfolio until significant changes are made. Oh, and forewarned if you’re on the 41st floor, one of the elevator touch screen call panels was punched and shattered, and apparently commented that that has been like that for quite a while without the hotel fixing it. Great cosmetic features of the hotel if you ask me. Save yourself the frustration and stay elsewhere.

  Feb 25, 2026