Sheraton New York Times Square

I stayed at this hotel back in 2017 on a trip to NYC and, as per my last review of the place, had a great stay there. I've stayed in a few other hotels in the area since then, but this was a one night stopover on our way back from Bahamas to London and I thought as this hotel was very central it would be a good option. We knew there was likely to be disruption due to the ball drop as we were flying on New Years Eve, but the way the whole thing was managed there was an absolute joke. We arrived at the hotel at around 6:30pm on the 30/12, after a fairly hefty queue to check in we were told that one our rooms wasn't ready- despite that fact that it was 2 and half hours after check in time. Not the best start. We then asked the lady what our best option was to get to the airport tomorrow with all the road closures. Her first response was a very blunt and rude 'You're checking out tomorrow? You won't be able to get out of here to the airport at all.' Not exactly helpful! We decided to go and get some dinner while waiting for the other room to be ready and on the way out asked concierge about booking a car to the airport. Concierge were pretty clueless about the shut down zones so we ended up booking the car and then liaising with the driver directly about a suitable place to meet him. We knew they'd be disruption getting out but we didn't expect to be treated so rudely by the hotel employees, there were several other people including multiple airline employees from various airlines leaving the hotel on New Years Eve, I would have thought the staff would have had more information instead of just treating us like idiots for booking to leave on that day. The saving grace for us was the NYPD officers that were in the hotel, they were far more useful and polite than any of the staff and let us know that if we walked a short 2 blocks across we would be able to be picked up there- simple. When we did get into the rooms they were fine and the same standard as they were previously, no complaints there. For us it was the staff and lack of organisation that ruined the stay.

We were a group of four girls staying at this hotel. The staff are great and the hotel is lovely. There is a great bar and coffee shop in the hotel. There is a fab deli over the road open 24hrs a day. The rooms are comfortable and the hotel is lovely and clean. The only complaint I had was that the beds were a small double and not much room if there are two of you sharing. The hotel is in a great location.

I haven’t stayed at or seen a Sheraton in years and was a little skeptical on how it would be. What a pleasant surprise! Beautiful hotel, friendly staff, clean rooms, comfortable beds, great hotel bar (my only suggestion...serve food and drinks starting at 11am, not 3pm. Fantastic location! Walk to theaters, heart of Times Square, Rockefeller center, 5th Ave, Madison Ave...all within comfortable walking distance. Definitely one of the better hotels in NYC!