Sheraton New York Times Square Hotel

Customer Ratings & Reviews

TripAdvisor Traveler Rating

12208 reviews

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  Nightmare check-in

  Arrived with a group at 4 pm on a Friday, which is check-in time. Our travel agent would us an agent would meet us to distribute keys. That was not possible because the poor agent couldn’t get the keys themselves. The check-in line wound all the way across the lobby and bunched up at the door. We were told the keys would be ready soon, we were just waiting for a manager, whatever that means. We had three of our own group leaders go back to the agent over the next 4 1/2 hours to try and get our keys. People from our group had no place to sit in the lobby. A few standup tables were the only furnishings available so people had to go in the bar. $300 later 10 of us had one drink and bar food because it was the dinner hour. set up at 8:30 PM. We had flown cross country, including seniors. who were tired and not happy. I used to stay in this hotel for work a decade ago. And was shocked at how poorly run it was. The Marriott brand hasn’t helped and the owner, MCR, brags about being a premier hospitality company. Far from it. The faucet in the bathroom sink leaked so your toiletries were constantly wet. The mattress, though comfortable, was so high that I had to leap into it. I’m 5’3”.

  Dec 02, 2025
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  Horrible Stay!

  Hi - I recently had a horrible stay at the Sheraton Marriott in Times Square. 1. Connecting Rooms - I booked the reservation in September and only chose this hotel as I was promised adjoining rooms and we were traveling with 4 children. When I went to check in after 4pm, I was told no adjoining rooms were available. 2. King vs Double room - I was told that I could get rooms next door to each other but one room would have to be a king bed. We had booked 2 rooms with double beds. But I was told that was the only thing available or the rooms would be on different floors. So we had to have 3 grown women in 1 king size bed. 3. Next door - When we went to check in, we found that the rooms were not next door to each other but down the hall. We had four 9 year old girls with us. Obviously not what we had booked or expected. 4. Elevators - something was wrong with the elevators and it took 20-30 mins each time to get up or down. It was a horrible stay and I will never stay in this hotel again. I can't even get through to anyone at the front desk. Probably because so many people are complaining about this awful hotel!

  Dec 01, 2025
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  Raphe on the bell desk is amazing

  We stayed here for 3 nights. The rooms were comfortable, clean and such a comfy bed. The check in line was really long and took a while as only 2 on the desks. We had no troubles while we was there. There is no free WiFi if you book through a 3rd party we booked through BA. to leave your luggage they charge you $6 per item. I wanted to leave an item for a friend to pick up with the concierge and was told there is no concierge today have to come back tomorrow which would have been impossible! We wanted to sit and wait till it was time to leave for the airport. Raphe found us a seat he was so polite abd friendly. He showed us pictures of his family. Even made me a cup of tea. Raphe is a credit to your company, made us feel he had time for everyone and wanted us to be colleagues portable before our long journey back.

  Nov 30, 2025
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  Mgr Amanda is Awesome!

  Went to NYC to see our brother in Hadestown - Sheraton Grand was a Perfect central location! And the day manager Amanda made our stay Awesome! Def recommend for your weekend in NYC

  Nov 24, 2025
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  Average ! Needs updating asap

  Tired hotel that seriously needs updating! Carpet old. Bathroom needs painting, no smart TVs. Check-in was friendly .

  Nov 19, 2025