Sheraton Tribeca New York Hotel — Hotel in New York

In customer service related fields, there are two scenarios that exist. Ones that are within your realm of control and those that aren’t.

This is as important as an employee in a customer service related position as it is for a consumer. Why? Because when you break it down to these two things, it helps to develop perspective and where so required, patience, understanding and empathy. All of which are critical on both sides of “the desk”.

For those considering the Sheraton Tribeca (in the near future), I encourage you to read this whole review. I’ve been in the customer service field for many years. Currently as a first responder, but previously spent over 10+ years in the restaurant and hospitality industry. So I believe this to be fair.

Positive Feedback: I tip my cap to “Sabrina” who was staffing the front desk upon our arrival to the hotel. Both her and her team were inundated with frustrated (and rude) guests who were attempting to check-in. It was clear that the rooms were not ready when originally promised due to delays in the housekeeping handover (out of Sabrina’s control) and this was compounding guest after guest. The lobby filling with aggressive, rude and belittling behaviour(s). To the point where one guest cut in line and interrupted us as I was attempting to check-in. Sabrina handled her, and so many before us, with patience and grace. Kept her composure and never broke stride. Well done Sabrina; I hope if nothing else you’re recognized after this review.

Constructive Feedback/Warning:

1. when I first made this reservation, it was with the hope of utilizing the roof-top terrace and club lounge. I made this clear at the time of booking with the hotel (not a 3rd party). We arrived yesterday (April 23) to learn that the whole terrace was closed due to construction/renovations. This type of work can’t be completed without long-term planning and permitting, which the hotel had to have known in advance, yet the agent at the time of booking failed to disclose this. Or, the hotel Management didn’t think it was important to ensure all future patrons were warned of this interruption / adjust room rates accordingly. This was in their control, and they dropped the ball - big time.

2. building on the frustrations of the terrace closure, the “VIP Lounge” that connects the terrace has very limited seating, was limited in the support staff (during breakfast rush) yet the hotel didn’t adjust how many people were granted access. Making the alluring complimentary breakfast / services difficult to enjoy unless you were prepared to either take it back to your room, or pay to eat downstairs. Again, something that should’ve been accounted for by Management. If you intend on booking in the next 1-4weeks plan ahead and go early to secure your seating.

Another shout out here to “Paula” who again, handled what she could with grace and professionalism as she was caught in the cross-fire of angry patrons this morning.

3. looking to order any food in to the hotel? Caution here as the hotel will not permit delivery staff to access elevators. It was agreed upon with the front desk that upon arrival of the food, the front desk would call up to our room and we’d come down. According to the bell-boy (after he arrived at our door), the delivery driver and food had been waiting in the lobby for +- 25min before someone at the front desk saw fit to dispatch the bell boy to our room. We went running downstairs to pay/retrieve the food, but the driver was gone.

Only to return another 15min later to our room, accompanied by the bellman, where I had to take possession of our ice cold $100 meals.

Our room phone never rang, despite the desk claiming they tried multiple times. Turns out the phone was broken (confirmed by hotel). Again, a process that should’ve been handled better (sooner) by front desk staff.

I shared this feedback with on-duty Supervisor who was very responsive. If it weren’t for the staff, this would’ve been a one star...

I’m writing to formally express my disappointment with several aspects of our recent stay, particularly related to Room 605 and a series of miscommunications and service failures that significantly impacted our experience.

Check-In Issues

Before our arrival, the friend whose name the reservation was under was running late to the city. We called ahead and spoke with a staff member named Elenia (spelling uncertain), who assured us that our names would be added to the reservation so we could check in. However, upon arrival, Wilmer at the front desk refused to let us check in, stating that the names had not been added. While we understood his need to follow policy, his approach was unhelpful and dismissive.

We then called the number Elenia had provided, which connected us to a helpful customer service representative (outside the hotel). He confirmed that our names had been added and asked to speak with Wilmer directly via my phone. Wilmer refused to take the phone and instead demanded the representative call the hotel directly. When the rep did so, we could hear him confirming exactly what we had already explained to Wilmer. Only then were we given our room keys. Wilmer’s demeanor throughout was unnecessarily rude and left a poor first impression.

Room Conditions and AC Issues

Room 605 had a strong mildew smell, and although the thermostat was set to 65°F, it felt closer to 90°F. We attempted to call the front desk using the room phone, but no one answered, which led us to go downstairs. The front desk associate we spoke with appeared uninterested and simply repeated that we should “dial 0,” which we had already done. Thankfully, another staff member (a gentleman with locs and glasses) was kind and helpful—he said they’d send a fan and have someone from maintenance check the AC.

Jay Jay from maintenance arrived promptly and was excellent—very polite and professional. He worked on the unit, and it cooled for about five minutes before the temperature spiked again. The fan did little to help. We asked about switching rooms and were told they’d look into availability.

Later that day, we informed another front desk associate (possibly the assistant manager) that the issue still hadn’t been resolved. She told us we had declined a room change earlier, which was absolutely untrue. We were later emailed stating that no rooms would be available for us to move until the following day.

We let the staff know we’d be out until around 9:30 PM and were told our belongings would be moved to a new room. That also turned out to be false. When we returned, the same staff acted as though they had no knowledge of the prior arrangements. Two of us had to go back to Room 605 to pack ourselves while the third friend waited for the new key.

Downgraded Room & Conditions

The room we were moved to was clearly a downgrade—missing lamps, visible mold in ceiling cracks—but at least the AC worked. We were offered only breakfast vouchers as compensation, which felt inadequate given the string of service failures and discomfort we experienced.

Positive Note – Dining Room Staff

Despite the issues with the front desk, we want to highlight the dining room staff, who were absolutely amazing. Friendly, attentive, and welcoming—their professionalism and warmth stood out and was much appreciated. Honestly, the front desk team could take a few notes from them when it comes to guest service.

Final Thoughts

This stay was filled with preventable issues, poor communication, and disappointing service. The helpfulness of Jay Jay, the gentleman with locs and glasses, and the dining room team were the saving grace of an otherwise frustrating experience.

We hope you take this feedback seriously and consider a more appropriate resolution beyond breakfast vouchers. Your team’s coordination and customer service...

In a nutshell, the room was dirty and I never got the upgrade I should have, being a 'valued platinum member' and I was forced to endure a really bad stay with horrendous service even after checking out. Despite all categories of rooms showing being available online at and after check in, and seeing someone else get upgraded to a Manhattan view superior room after he requested it, I just got upgraded to 'a higher floor'! Room was tiny and filthy... fitted sheets were inside out, soiled and the duvet cover stained and covered in hairs! Carpet was not vacuumed (lots of hairs and dirt) and the bathroom looked liked it needed a good scrub and disinfecting. Room had a bad odor, it was noisy from within the hotel and also outside noise. Never received the water or luggage racks I requested despite being assured they were on the way! Club lounge didn't offer the variety and quality of food they used to serve (such as chicken and meat skewers) in previous stays and a staff member said they stopped serving them so that guests can support their new restaurant which was a disappointment. After bringing all this to the attention of the supervisor on duty and having requested to check out immediately after this, I was asked to stay until the next day and was assured I would be refunded all my starpoints used for the award booking! After apologizing profusely and several reassurances from several staff that my stay for the night was complimentary and the remaining days cancelled and the entire starpoints booking would be refunded, it is already more than two weeks later and I have made several calls to the hotel, SPG platinum and tried to email the hotel's official email (but it said the mailbox was full!) but no points reflect back in my account yet! I keep being told it is in the system and it should have been processed within 7-10 days max! But it's now 15 days! Valued platinum guests should not have to spend time, effort and money to get their points back as promised! I can't help but assume that the friendliness, smiles, apologies and assurances are all just fake and for show!

Breakfast was also very disappointing in the restaurant and the service was shocking. Had to get my own cutlery and staff never delivered the decaf cappuccino and orange juice I requested. After asking a second time he instructed a colleague and he then brought me a regular filter coffee! They ran out of scrambled eggs and the variety was very disappointing! Overall a very bad stay! There are many other true 4 & 5 star hotels that offer far better accommodation options in much better locations! Don't put yourself through the stress and disappointment of staying at this property which does not deserve to be rated so highly or charge what it does! International travelers who are used to higher standards will be very disappointed by this hotel! Only stay here as a last resort, but even then don't...