Sheraton New York Times Square Hotel — Hotel in New York

From the outside the hotel looks lovely. The entrance lobby seems up-to-date and spacious and that’s where it all stops.||||Our first room had two beds and was spacious enough. However, the bathroom was quite cramped and upon inspection we found that the bathroom hadn’t been cleaned properly. There was hair on the bath wall and in the bath itself. Now at this point, it’s after 23:00 but I called downstairs, I was transferred to a different team after I explained my dilemma I was then told that someone will come and look at it. I waited for about half an hour we couldn’t wait anymore as I just wanted to sleep. We had a long day and had flown in from the UK. ||I eventually gave up and went downstairs. The front desk told me this wasn’t the first complaint he had had for the night and the housekeeping would not come out therefore he would change my room, which was fine but I had already unpacked two suitcases. Tired and annoyed, we changed rooms, The new room was on the 37th floor and had a lovely view. The Bathroom appeared clean, but had seen better days, there was mould on the grout and it just looked like it needed a very good deep clean, but at this point we were just tired and wanted to shower so we could go to sleep. ||The next day I wanted to use the tea /coffee machine but alas it had already been used and the previous occupier had left the used damp coffee packet behind, which clearly housekeeping didn’t see! ||||My fun doesn’t end here, oh no…. on Saturday June 15th after a day out sightseeing and only consuming a croissant and a Red bull I came back to the hotel take out in hand, I ordered some chicken wings for my daughter. I took this up to the room, now the wings were originally for my 15-year-old daughter to eat with her fries, but we swapped over and she had my burger and I ate the wings. I can only say thank God at this point that I ate the wings! As I was eating them I realise they weren’t very hot considering they had just been supposedly cooked. I left two behind as something didn’t taste too good and we went to the theatre. ||||I started to feel unwell by the end of the show, I came back and had to go to bed. ||||At 01:45 I was sick, at 03:12 it then came out the other end and around 04:30. I threw up once more, but this time violently. ||Severely dehydrated and quite frankly looking like a sweaty crackhead I went downstairs to the front desk to ask them if I could get some water, I was told that I would have to wait until the gift shop opened. I burst into tears and explained to the guy on reception that I had just finished throwing my guts up and needed some help. He quickly went and got the manager, Stephen.||||Stephen came out with two bottles of water! I was very grateful. I explained to Stephen that I had been sick and that I had food poisoning from eating chicken wings. Stephen didn’t seem to believe my story and used phrases like “if you think you had food poisoning” He said this on more than one occasion, I explained that I knew I had food poisoning and explained that only consumed croissant and Redbull for that day and neither one of those made me feel sick. So I knew it was indeed the wings. ||Stephen told me that I could make a report. I told him that at this time it was 4:45 am that It wasn’t a good time for me to do this. I asked for an extra duvet and some thick tissues to clear up my vomit and retreated upstairs.||||I spent the whole day in bed. All I could do was sleep. My poor 15-year-old daughter was stuck in the hotel room with me. She eventually went downstairs to grab a drink from Starbucks but refused to eat from the hotel.|| I eventually dragged myself out of bed at around 18:00 to try and attend the 19:00 booking that we had made from the UK to a restaurant nearby, so that My child could actually eat.|||| when I came back to the hotel later that evening I went to the front desk to make the report. Lorraine came to see me to take my report and my details, not long after, her manager and Victor the food and beverage manager joined us.||Where I again explained the absolute horrid experience that I had been through. ||I expressed my disappointment at the hotel, knowing that I am checked in with a 15-year-old child and had disclosed over 12 hours ago that I had been violently ill that a member of the hotel couldn’t even give a courtesy call just to make sure that I was okay. ||||Victor was apologetic and said he would find out what happened, they said they would write the report and promised to be in touch. Today as I write this review it’s June 29th and I haven’t heard not one thing from the Sheraton!||||My overall experience was low and not what I expected from such a large hotel chain.||||I would like to say a massive thank you to Julian, the gentleman that works in the Starbucks in the morning, he was amazing, courteous and...

0/10 hotel !! This is by far the worst hotel experience I have ever encountered. I have been in the hotel business for many years personally and the service and respect I have received here has been awful from the moment of checking in… etc.

Front desk staff: upon arrival the front desk staff “Nicole” assisted me with my check in , I had kindly asked if possible could I receive a connecting room with my other party Who was coming in the next morning and immediately received an attitude response from the associate stating “well it would make no sense for me to block a room off for a party who’s not even here “ Omg unbelievable response ! I’m sorry is that the response you should be telling your guests in a nasty tone of voice ? She was extremely rude and could have said “I can try my best however there are no guarantees. But she was extremely rude and should not be working in this kind of business with that attitude. Also they charge you $50-$100 if you want an early check in so don’t bother even asking. Other Hotel establishments will usually allow you an hour or 2 early check in if available but she didn’t even check for us , she immediately told us there’s a fee for that. So from the start my experience was unpleasant but I stayed hopeful.

Checked bag policy!!!! charging $5 per bag to hold your bags after you check out and are waiting for your flight they will NOT hold your bags as a courtesy for you even tho you were a guest. Any other hotel establishment keeps your bags for a few hours after check out but this hotel does not ! . They will charge you $5 per bag! Even for a small Carry on .

Elevators!! The elevator situation was horrendous and the staff doesn’t even care . When you select your room number to go up the elevator you are assigned a designated elevator , you can not just take whichever one you please. You could wait anywhere from 10-30 mins during prime time hours just for the elevator!!! I took the stairs to my floor and walked up 7 flights because i was waiting over 20 mins on 2 occasions until the elevators cleared up! Unbelievable!! And when I mentioned it to the staff they did not care one bit. They told me to ask security to get access to the stairs and I could not find security anywhere it was a disaster!

ROOMS! needs to be upgraded and remodeled very badly ! The bathrooms are so disgusting and dirty and smell! I found hairs all over my shower , someone else’s lip liner on my floor under the bed so clearly they’re not cleaning near the bed sides . . There is mold around the shower and sinks, there’s a nasty musk smell coming from my shower curtain.

My electrical plug outlets did not work on my lamps in the room to charge my phones/iPads (which I called to complain about & received more attitude about after they brought me a new lamp it still had the same issue and the gentleman who came up told me to just use the wall outlets ! I’m sorry is that way to fix the situation? Tell me to use the wall outlets ?? Wow

The room claims they come with a mini bar which is a LIE and when I asked about it they said that hasn’t been the case since COVID . They’re website also states they have complimentary water for the rooms Which was also a lie and not updated since COVID when I asked about it . Okay so maybe you need to update your website before misleading guests . Overall the attitude and lack of customer service I had received has been disappointing especially for a reputable hotel name. Hotel management needs to do a better job actually managing this place before it’s run through the ground. Every single encounter I had with an associate was rude and unpleasant, Everyone must hate their job at this hotel from the service I received . I’ve been in the hotel business for many years and would never in my life allow a guest to feel dissatisfied in anyway. every time I had called to express my concerns about things resulted in me being even more disappointed. Nobody offered to fix, help or address my concerns. I will never come back to stay here or recommend this hotel even if...

The worst hotel stay we have ever experienced. The one star is only given as Google won’t allow negative stars. We had checked in on the app which allowed the hotel time to arrange our room and ensure everything was working. Right from the start the experience was the absolute worst and not expected from a Marriott establishment. When we went to the counter the staff named Bibi told us that we weren’t elite members and shouldn’t have been standing in that line even though there were no other customers there and her counter was the only one manned. Even if we’re standing in the wrong line there is a way to inform the customer that without sounding condescending! When she made that comment we told her that we will move to another counter and then she suddenly switched to a fake American accent and said that since she’s already started to check us in we are allowed to stay in that line. She didn’t offer us the complimentary water that was there and didn’t explain anything or ask if we needed anything. She acted as if she was paying us to stay in this hotel! People like her should not be put at the reception to greet any customers whether it’s elite or not! After the Bibi ordeal we went up to our room to find that the bathroom door handle, coffee machine and deadbolt lock was broken and the television and some of the electricity outlets were not working. There was also a straw and a used sock on the floor indicating that the room was not cleaned properly after the previous guests left. We complained about the issues and they assured us that the maintenance will come the next day to fix the problems. The next day evening before going up to the room we went to reception to enquire whether the problems were fixed. The lady at the counter attacked us by saying that it’s too late to change the room and we have to deal with it. When we told her that we just wanted to know whether the problems we complained about were addressed she proceeded to bring a manager. Whilst his tone was much better than the rest of the rude staff, his response was that if we complained about it then it should be fixed. He did give us some water bottles which is available for all guests at the reception in a basket. We asked him if we can get some hot water as there was no kettle in the room. He told us that we can from the bar. At the bar when we asked, the bartender shouted saying that it’s a bar and not a place for hot water. When we told him reception sent us, his arrogant response was that the reception also sends people to the bar for coffee and that’s not his problem, indicating that miscommunication between reception and the bar was the customers’ fault. Seriously disgusting behaviour from an apparently 4 star establishment! We left as we don’t want to argue with a mad man. The bathroom door handle and the tv were fixed but the rest was not. We just left it as we can’t be bothered to deal with rudeness. The next day, we went to get water from the reception. The basket was empty so we asked them if they can get some bottles and the response from the staff was that if it’s empty then too bad. What kind of customer service training do these staff receive? The worst however was when we went to keep our bags in storage after checkout we were greeted with a USD 5 per bag charge!! This is the first time that we experienced a hotel that we stayed at charging to keep a bag in storage for a few hours till we collect it again! This is clearly a plot to milk the customers for more money because they know that most people don’t have a choice but to pay and leave the bags there till it’s time to catch their flights. The staff at the counter of the bag storage was another rude person who doesn’t know to talk to customers. This was one of the worst hotels that we have stayed at. Stay away from this hotel and find another place to make your stay in NY enjoyable. Coming to a dirty, expensive and malfunctioning room will leave you with a bad taste in the mouth. The Marriott Group should seriously review this hotel as it is clearly not four...