Sheraton New York Times Square Hotel

Great location and friendly staff, but the hotel is very outdated. Only one elevator was working for access to our floor. The windows were dirty, had not been cleaned in years. There was no in-room microwave, and they left an empty minibar cabinet in the room that just took up space with no functional use. The chairs at the table were dirty and appear to have come out of the conference room. The wallpaper is peeling, the picture frames are broken, the bathroom was small, and there is black mold in the air-conditioning vent.

Only one of the three elevators to the upper floors worked. It was awful. Similarly, charging $35 per day for no reason other than to force you to purchase from their (overcrowded, overpriced) shops/bars/restaurants was infuriating. It is just price-gouging with no means of recourse.

Hotel was run down, shower had mold, check in was a nightmare, the line was to the door and took a long time to get to the elevator because of overcrowding

Front of hotel currently under construction (July 2025), so check-in area was a but cramped. Rooms were clean but very small. Beds were advertised as “doubles” but were closer in size to twins. Hotel added $35/day “resort fee” that promised amenities (bike rental, museum tickets) that actually weren’t available. And bag check charged $6/bag! Location is great, though, halfway between Central Park and Times Square.

If it were not for the construction I would assume this hotel is decent. I lived the in the NYC area most of my life and know the city well. PRO - location is good and at an E Line subway stop. CONS - Lots. The front entrance is closed and only one small side entrance is available for unloading with little curb length between the door and parking garage entrance. Check in personnel were nice, but the hotel is using a temp lobby on the lower level - the line to check in took over an hour. I was surprised by a $35.00 destination fee counted with a $35.00 voucher for drinks or food. The only problem was the restaurant was closed. We never found the bar - it seems the main lobby level was closed. $6.00 per bag to hold luggage for a few hours. I travel the word for work and regularly spend 300-400 at hotels. Pricing for NYC as fine, but provide the service of a normal hotel at least. I could go on, but I won't. Call the hotel ahead of staying. If the construction is still underway I suggest you select a different location.

This hotel was under construction while we were there. We did not know this when we booked it. Patrons were required to use the freight elevators which were sketchy.

Facility was under construction. So everything including check in was slow and not convenient. TVs did not have on demand or were not even smart tvs. Which at rate paid they could get a Roku, late night door staff yelled at everyone about showing keys and where new elevators were. It was weird.

The absolutely terrible elevator system clouded our entire stay. Worst ever experienced in over 50yrs of hotel stay. Elevator crowds stacked up 100+ people. Those that have stayed here before say "it's normal" for this Sheraton. Don't stay here if you want a less that 45min we to go up and 20min to go down.

The place is under construction. The makeshift registration desk is in the basement. Half the place is locked off to guests. Would have been nice to know before I chose this hotel.

The beds are super comfortable, and the rooms were very clean. However, the place was under construction, making entry and exit slightly inconvenient. There were hidden fees, added to our total after we checked out. We were supposed to get an email receipt with the breakdown of the fees and we never did. The elevators were kind of sketchy because they bounced. Parking was insanely expensive- $315 for 3 days. Great location to Times Square- only about a 5-10 minute walk.

My sink had leftover bits of food stuck to it and black hair on the floor

Great location and friendly staff, but the hotel is very outdated. Only one elevator was working for access to our floor. The windows were dirty, had not been cleaned in years. There was no in-room microwave, and they left an empty minibar cabinet in the room that just took up space with no functional use. The chairs at the table were dirty and appear to have come out of the conference room. The wallpaper is peeling, the picture frames are broken, the bathroom was small, and there is black mold in the air-conditioning vent.

The room was old, with scratches everywhere and dirty windows. The blinds didn’t close properly. There were no amenities in the room — no fridge, just old, unusable furniture. The staff was okay, but the place really needs to be updated.

This property was under tarps, with limited services and amenities. Although the beds were comfortable, there were stains on the furniture and bed coverlets. In one of our rooms, the phone, ventilation and television were not working.

This hotel did not meet expectations. The shower and bathroom were not clean, the walls had yellow stains, and the overall condition of the room didn’t feel fresh. There was no proper lobby area to sit or wait, which made it inconvenient. Renovations might improve things in the future, but for now, it wasn’t a comfortable stay.

Some mold on bathroom ceiling and bed linens smelled musty. Two elevators were down so had to wait 15-20 minutes for elevator at times (28th floor)…. No evidence that they were being worked on at all.

Would not stay again. Bathroom had mold on the walls, tub and ceiling. Had to take the service elevator to my floor instead of the guest elevator.

I am writing to express my significant disappointment with my recent stay at your property. The service level and room maintenance were far below the standard I expect from a Marriott brand, especially for a property in this location. The primary issues encountered were as follows: Poor Room and Bathroom Cleanliness: The overall cleanliness of both the room and the bathroom was noticeably subpar, not meeting an acceptable standard. Maintenance Issue: The bathroom sink was not draining properly throughout my stay, which is a basic functionality issue that should have been addressed prior to my arrival. Unfriendly/Unwelcoming Reception: I also found the service from the front desk staff to be less than friendly or welcoming, which detracts significantly from the overall guest experience. These issues combined made for a very uncomfortable and unsatisfactory experience. I trust that you will review these points and take appropriate steps to address both the maintenance and service failures.

Do not stay here. just waiting for the elevators. I missed my flight home. The rooms are old and the bathroom is moldy. And you also gotta pay some fees outside of what you’re paying here on Hotels.com. They give you credits to use at the hotel, but good luck with the outrageous lines in the morning for breakfast and for the free coffee.

The lobby is dirty. People sitting on the floor eating pizza. I saw this at least 4 times. No one from staff asked them to leave . Floor is filthy. Coffeeschimecin the room not cleaned. Had a coffee bag that is rotten.... Bad bad bad hotel for the high price I paid. Not recommended at all.

i felt the rooms were not upto the standard for the price i paid. rooms are very small compared to what they seem in photos.

It was very convenient to walk to the major attractions. It does not have a fridge in the room. I just assumed that they did. I should have researched that. All in all, a very nice place to stay!

The location was excellent. The king size bed was super comfortable! The downside of my stay was the noise. While sitting in the room on the 16th floor, it seemed like the windows were open. The street noise was loud. When someone was walking down the hall, we thought our door was open, it sounded like they were in the room. Please fix the seals on the doors and windows.

I had to wait over 30 minutes in a very long line, just to check in. The room and food were very expensive compared to the level of service. The heating/cooling system made a whining noise when it was running. The window shade was stuck and I couldn't open it.

No WiFi during the time we are staying. Can’t work there.

Rooms are old I expected more for a 4 star hotel.

Outdated room and bathroom is small not big enough to move around but the bed mattresses were so comfy.

My room was changed from a king room to a double queen. Room was the size of a prison cell and very dated. I couldn't close the bathroom door unless i squeezed between the toilet and the sink it's so small. I could only get warm water from the shower. Only a bar off soap was given, no shower gels

No refrigerator or microwave in room. Some guests were extremely loud up 2a m.

Room small

The whole hotel needs a management review. The level of service with check in and baggage storage what atrocious. An hour waiting and zero empathy for a family with children

My recent stay at the Sheraton Times Square was disappointing and chaotic. Despite check-in being at 4:00 pm, I arrived at 9:30 pm and room availability was questionable. The hotel is under renovation, which made navigating the property confusing with plastic barriers everywhere. Many guests were frustrated with key cards not working, forcing repeated trips to the front desk. The elevator system was also a mess — you must enter your floor number to be assigned an elevator, but people were impatiently leaving, causing long delays and unnecessary stops for those waiting. My personal experience was unsettling: when I finally got into my assigned room, there were already people inside. Not only uncomfortable, but also a serious security issue. I called the front desk 3–4 times, trying to avoid the elevator chaos, before finally being transferred to security. Thankfully, security and a manager were helpful and got me situated, but it made me worry about guests who weren’t as fortunate. This property also connects to a convention center — during my stay FlameCon was taking place — so crowds were heavy. If you’re not looking for a busy environment, keep this in mind. Overall, between the renovations, disorganization, elevator issues, and the unsettling room mix-up, this was not the level of experience I expect from a Sheraton.

The front desk staff was rude. The person who gave us the key at the registration desk was pretty rude with us. Even the lady at the front desk where we dropped the key was rude when we asked her the question that do we need to take any receipt her tone was very hostile towards us. We choose this hotel because of its credibility but the front desk staff needs to atleast greet people with smile and show some respect towards tourists. I will never come back to this hotel again one advice to them please smile and greet people it will not going to cost anything but will earn the tourists back

Terrible stay. I want my money back! Horrible customer service and rude employees. Cleaning ladies knock on my door 3 time at 10am! When check out is noon. Never experienced this before in any hotels I have stayed at.

After finally parking at the hotel, a 45 minute wait to check in was the longest we ever waited in a hotel. They had only 1 clerk doing check in for non-Gold or Platinum Elite guests. The clerk was super nice and apologetic, but with limited time in the city it was disappointing. The room was spacious enough, but not very clean (prior guests toothpaste still in the sink and hair in the drain). On the positive side, the location was fantastic (thus 2 stars vs 1 star).

Stunningly aweful. Unbelievably awful. Waited 2.5 hours to check in and the room was not clean. This was frankly a shock. We were stuck and had to stay there, even in the face of the unbelievable awful check in process. I have videos of proof. What a bummer!!!!

Stay was ok, but what is terrible is that I was charged $252.33 to my credit card two weeks after my stay. I called the hotel three times for an explanation. All three times I was directed to leave a message with customer service. All three times I was not called back. Never received an email explaining charges. Fraudulent business practices. Do not stay here unless you don’t care that your credit card will be charged additional unexplained charges weeks after your stay.

Check-in was a nightmare — I waited 2 hours and 30 minutes in line at Sheraton New York. Very disappointing for a hotel of this level.

I reserved 3 rooms at the Sheraton Times Square with the clear understanding that I would receive connecting rooms and an additional room at check-in. I arrived at 10 AM and spoke to Ahmed at reception, who assured me that all rooms would be ready by 4 PM. After spending the day in the city, I returned with six children—exhausted and expecting to check into our rooms—only to be told that the rooms were still not ready. At first, they offered a different set of connecting rooms on another floor, but after 30 minutes of back and forth, we were told those weren’t ready either. Eventually, we were told the rooms would be ready within 45 minutes, and that someone would deliver the keys to us when they were done being cleaned. No one ever came. At 6:30 PM, I went back to the front desk to follow up. Manager Tyler denied ever promising 45 minutes and said the keys would be given “when ready”—despite the fact that check-in was already 2.5 hours late. Then, after I insisted further, Tyler went to the back to check—and suddenly discovered the room was actually ready the whole time. They had simply never bothered to deliver the keys or inform us. There was no apology, no urgency, no care whatsoever for the fact that I was traveling with a large group, including six kids, and had already been waiting for hours. This was a disgraceful display of disorganization and complete disregard for guests. The lack of communication, accountability, and basic hospitality is appalling for a hotel.

Great loacation. Ok rooms. Terrible check in process.

very comfortable hotel and great location

Perfect 4-star hotel accommodation which is near to the Times Square and subway stations connecting to different destinations in Manhattan, Brooklyn, and outside NYC.

We enjoyed our stay here. The hotel is located right in the center of most of the tourist sites, including Broadway, Rockefeller Center and Times Square. Rooms were clean and pretty spacious considering hotel size in NYC. After staying a mini hotels in New York City this was by far the best parking experience I ever had. The parking garage is conveniently located right next to the hotel. The process was very easy and seamless.

Let us check in at 9:30am at no extra charge. 2 parking garages on same block. Views of Times Square from room. Must use resort fee at hotel restaurant, bar. Very nice staff, big room, comfy bed.

Convenient to everything

The hotel in a great location close to everything

For being close to Time Square it was rather quiet. Lots of convenience and close to subway.

Close to everything

Great stay for the family, walking distance to Times Square and lots of restaurants nearby.

Great stay. Excellent location

Incredible location but my goodness this hotel was a nightmare. It’s under construction so there’s very few amenities and everything feels chaotic. There was very limited options for food and beverage with really long lines. The hotel is not able to operate while under construction fully. There was vomit in the elevator. I could go on. Don’t stay at this hotel until the construction is over.

The hotel is very beautiful, and the room was a good size with an extremely comfortable bed. However, the bathroom was quite small. The property is always very crowded, and the front desk staff didn’t seem friendly at all. Breakfast was excellent, but the entry process was a bit chaotic due to the large number of guests.

A great location to get theaters by walking a short distance. This is also true for jazz at Lincoln Center. Food in all restaurants is excellent. Staff are friendly. The room is lovely and comfortable. We stay here every time we come to NYC.

The rooms are excellent and the lobby is gorgeous. The bathrooms need a facelift, the wallpaper is peeling from the humidity. The breakfast and coffee situation is also very chaotic and poorly organized. The cafe is not big enough to accommodate the size of the hotel and where to order then pick up drinks is very confusing

We stayed at the Sheraton Times Square and I will say this: the location is fantastic. You can walk to everything, which worked out, because our room made us want to be anywhere but the room. The beds were so small that sharing one should count as a team-building exercise. I have slept in wider middle seats on airplanes. There was also no fridge and no water, which feels like a bold stance for a hotel of this price point. The elevators are “smart elevators,” which basically means you need a degree to use them. You choose your floor in the lobby, then wait to be assigned an elevator like you’re entering some kind of vertical Hunger Games. Once inside, there are no buttons. You just stand there and hope for the best. We also had a $35 per night credit to use at the Starbucks, hotel bar, or market. The first night we just got sodas and left a very generous tip, so naturally we assumed the bartenders would be happy to see us the next night. We were wrong. We ordered three espresso martinis (NYC pricing, we get it), and when my friend asked for a splash of cream, the bartender said no and literally ignored her mid-sentence. Another bartender finally stepped in to tell her the cream would cost extra—with all the warmth of a parking meter. We also watched one bartender tell a child to “go away” for standing next to her mom. Overall: great location, memorable service, and beds meant for people who don’t move while sleeping. Could be better.

Excellent location for accessing Manhattan’s main attractions, however, the overall experience was not great. Construction at the property restricted access to a side entrance, which caused significant congestion, especially as guests had to pass through the dining area to reach their rooms. Unfortunately, we were not made aware of this in advance. Cleanliness was also a concern. Our room had visible dust, and there was an odor upon arrival. Additionally, trash was left in hallways for extended periods, and lines at reception were consistently long, limiting our ability to report the issue. So in the future we will look for alternative hotel options.

Elevators were brilliant. Thanks for the 35$ “credit” that doesn’t even cover breakfast. Which totaled to 48$ after all extra taxes and tip and “fee” added. Make breakfast 35$ jeesh. Also need a room for people to do work/business in. Tables/chairs. If there is, when I asked, they said no. Hard to believe. And charging to hold bags for 4 hrs until a flight? Whoaa… no hotel in nyc I’ve stayed in did that. Very wrong. It’s a courtesy service. Not staying here again

They charge you a “destination fee” of $35 per night, which forces you to spend at their “cafeteria,” which they call Starbucks just because the coffee they serve is from Starbucks. This fee is non-refundable if you don’t spend it, so if you don’t want to lose it, you feel obliged to purchase something at the establishment, which doesn’t have much variety of options considering it is a hotel with a fairly well-known name.

Conveniently positioned but not exactly Times Square as advertised. Extortionately price breakfast. Gave you a spending allowance per stay per room that was so complicated it wasn’t worth having, I felt it was only given to you to lure you in!

Rooms were clean and comfortable. The bed was very comfortable. The gym was well equipt which was important to me as I workout daily. Lots of machines and heavy weights. Able to deadlift, two cable machines too. The Starbucks on site was convenient and the lobby bar view and seating were perfect, the food in the lobby bar was great. We had flatbreads, burgers and wings. The breakfast buffet was great with lots of options and food was very good. The lobby was under construction during my stay but it was a minor flaw. Staff was pleasant upon check in and we were able to check in a couple hours early around 1:45pm. Housekeeping was excellent and always refreshed the room early in the day. There is a coffee machine and mini fridge in the room which was great to have, however, the microwave is shared on the floor near the elevator which is slightly inconvenient. Overall the happy with the stay and would stay again here.