Four Points by Sheraton Midtown - Times Square — Hotel in New York

I stayed here in November 2024. The check in process was swift & the lady that checked us in was lovely, her name was Preeti, sorry if I’ve spelt it incorrectly. She also signed me up to their reward program but she didn’t tell me how to access it. I worked it out but it took a while. I didn’t realise that she used the hotel address as my address. I live in 🇬🇧 Our room was on the 10th floor & was the normal small sized rooms for NY, it was adequate. I asked for a fridge & one was delivered promptly but the fridge was old & dirty looking. He also plugged it in near the bottom of the bed & we had to squeeze past it and try not to trip on the wire. I eventually, moved it to a slightly better location. The hotel has a small bar with a restaurant attached. I ate in the restaurant twice. It was ok but not amazing. I had one drink at the bar. It was a cocktail. I can’t remember what it was called but it was amazing!

Ok. The reason for the low review score.

Firstly, I didn’t even report this as I don’t like to complain but the bed was awfully uncomfortable. It even had a wooden board underneath it.

Three of the seven nights there were ruined by the girls in the next room. I called it the party room. They played loud music at all hours & kept letting the door slam. One night the music started at 2am in the morning. I repeatedly told reception & they did call the room & ask them to turn it down or off. Most staff were very apologetic but one night after having already gone to reception in my pyjamas to complain. The music stopped for a short time & then started again. I called reception repeatedly but they didn’t answer & my calls went to voicemail. I then had to go back down to reception & the male staff members who ignored my calls had the cheek to stand there and listen to me explain the problem to the new staff on shift. They eventually moved myself & my daughter to another room but insisted that I move straight away. Making me miss an appointment that I made. An appointment that I had planned my vacation around. I found the whole thing totally distressing. While I was there I saw a message in the lift saying that, not verbatim… if you have any problems etc contact me. I sent an email to the manager Lee but for some reason it didn’t go through & bounced back. After packing up our stuff we waited for our new room key and was given the room directly under the party room, which I refused. We were then given keys to another room at the other end of the corridor. They also gave us 2 complimentary vouchers for breakfast & 2 for drinks. This room was an improvement on the last & had a lovely view. It was also a bit bigger. This was the first time that I had been happy to leave NY. I’ve stayed in NY numerous times & the hotels & staff had been amazing. This hotel… I really don’t know what to say! On leaving they did call us a taxi & help us with our luggage but I was informed that they usually make the people causing the nuisance to leave but for some reason that didn’t happen to us. I do not know if it was because they were young & pretty or because I am non white & older. I hope it wasn’t because of either but I do not know. On returning home I sent an email to the hotel & I received a response from Lee Berthelsen -Leon, the hotel manager. He seemed concerned & said he wanted to talk to me about it. We exchanged a few emails & agreed on a date & time for him to call. Sadly, he never called. He clearly does not care about the treatment of his guests. I also sent an email to the Head office of Marriott & they sent a generic email. Stating that I may hear back from them & I never did. I will NEVER stay at this hotel again. I will not be paying thousands of pounds to have my vacation ruined again. I read many reviews before I chose this hotel & most were great but sadly, that wasn’t the...

This is possibly the worst hotel I have ever stayed in my professional career. Last time we were at the fairfield next door and it was fantastic. Since the location was great, I decided to give four points a try this time. Man, what a disaster this was. The lady at the reception took a total of 65 minutes to check me in when there were only 2 people ahead of me. Let me take time to elaborate the issues one by one:

I reached around 5PM for my check in and she showed a lot more interest in showing a room to someone else who kept coming in and going out of the hotel. She would go with him somewhere for the next few minutes leaving the reception and we would wait in the queue for her to return.

My turn came and she said my card had declined and that I could not check in. I asked her to let me enter the pin and she could check but she did not allow that. She said it declined each time and she could not do anything about it. I checked with my bank in India and they said no issues with the card and also that no one tried to use my card at four points at that point.

I asked her to send a pre auth form which i could fill in and she did not send me the form for the next 30 minutes saying the spelling i wrote of my email id was not right. Please note that I am a frequent visitor at Mariott properties and have an elite silver status. It clearly has all my details including my cc

I kept insisting and then she asked me to give her a cash deposit with an excess of 250USD as a deposit. I gave that and that took her another 15 minutes. She was singing at the reception and busy on messages on her phone throughout.

I asked her to send me the key on my app, which never came to me

She was to return me change money when I gave her 800 USD which she said she didnt have a change of and kept the cash with her.

The room has a heater unit right below the window and so the curtains do not close. Either I could keep the heater unit on or shut it and then close the curtains. Basically, you wake up before sunrise or if you want to sleep during the day, switch off the ac unit.

My room charges included breakfast but the guy would ask for money each time

Upon checkout, they took 26 minutes precisely to return the deposit because they were finding the key of the locker

I asked for water upon checkout and they said they did not have water bottle yet as it was too early (730AM)

I never write a review like but I would say to everyone to avoid this hotel at all costs. Its a nightmare to say the least.

Last but not the least, this hotel also did not credit my two room nights on my account...

I hate giving hot and cold reviews because I feel like the "hot" gets overlooked. Service: Front Desk 1000/10! Top Notch! Especially Nicole at the front desk. Incredible customer service!!! She was amazing! The rest of the front of house staff was also great!

Housekeeping 0/10 stars. One day the neglected to clean our room at all, even though they were coming in as we were leaving. They emptied ONE trashcan and replaced the water bottles. Did not make the beds, replace dirty towels or empty the othet trash cans. Clearly, they entered the room aftet we left because they did empty on trash can and replace the water bottles. What was the point. Then the next day, we returnrd to fhe room about 3:30 to rest before meeting people for dinner and they were JUST getting to our room and told us to come back in 15 minutes, we came back 20 minutes later, the room was "ok" but still not a good job.

The rooms themselves. I was advertised a "city view", and if you call looking at Port Authority a "city view", okay. The room itself was fine for what we needed, but the beds were not comfortable AT ALL! Rock hard, and the sheets did not fit properly. I sleep on a firmer mattress at home, but my back is aching terribly after four nights. Other than the hard beds, the only other issue I had was the bathroom cabinet would not stay shut. Someone had added velcor to try to get it to stay, which did not work. On three occasions, the bathroom door was stuck because the cabinet door opened aftet it was shut, the first time we called for maintenance who never showed up, and my son was able to use a hanger to close the cabinet enough that we could open the door. A simple magnet mechanism would correct that problem and work better than velcro.

Over all, I would come back for a shorter trip, the location is good, and the front desk staff is EXCEPTIONAL! (again, shout out to Nicole) Fix the cabinet and have housekeeping actually clean the rooms, and we woild be good.

I also heard good things about the breakfast, but we didn't...