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Hotel overview
Location
Times Sq/Theatre Dist - MidtownProperty information
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Hotel details
Hotel advisories
General policies & fine print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy:
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
General Information:
Room taxes are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Ratings & reviews
TripAdvisor traveler rating
12029 reviews
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Apr 18, 2025Disappointing Stay & Poor Response to Serious Issue
My family and I stayed at this property for 10 days during spring break in March. Unfortunately, our experience was severely impacted when we discovered bed bugs in our room. While the staff did move us to a different room, the incident caused significant anxiety and disrupted what was meant to be a relaxing vacation. At first, management seemed understanding and responsive. However, after the initial conversations, all communication abruptly stopped. Despite multiple follow-ups, we have yet to receive any form of compensation or even a response acknowledging the ongoing stress this situation caused. As someone who has long trusted and recommended the Marriott brand, this experience was deeply disappointing. Customer service should not end when the guest checks out. I no longer feel confident in recommending this hotel — or the brand — based on how this issue was handled. If you value peace of mind and responsive service, I strongly suggest looking elsewhere.
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Apr 17, 2025Give it a miss until completely refurbished
The good bits: * Sheraton staff couldn't have been more helpful rebooking us at check in after UK travel agent had cancelled our room in error months earlier. the hotel had us rebooked within minutes of me contacting UK travel agent duty office. * Concierge was really helpful with restaurant suggestions. * Long queue at checkout so I left my key as my bill was zero (amenity fee included and didn't use all the daily f&b credit). * Got home to over £200 charges. Emailed the hotel customer services and I've had an apology and full refund within 4 days, no hassle. * Daily $35 per room f&b credit was handy for Starbucks coffee and snacks at the hotel. * Never waited more than a minute for elevator even though extremely busy. * Bed comfortable, bathroom clean, toiletries restocked daily, lots of towels, daily housekeeping. The bad bits: * If you need to store luggage they'll charge you $6 a bag! I've never been charged for this at a hotel, I only needed to store it for 2 hours. Utter rip off. * Reception area being renovated. Long lines at check in, congested all the time as it's the only walkway from the hotel side entrance (main entrance temp closed) to the elevators. Really bad first impression. * Decor is dated, tired at best and falling apart at worst. * In the room there was chipped and peeling paint, no usb sockets, tiny closet, badly fitting bathroom door, tiny bathroom, carpet felt like it hadn't been cleaned in ages, filthy windows, ridiculously high bed that I had to jump up onto, no robes, only one coffee pod during 5 night stay, never restocked. * Starbucks in the lounge area advertised as open from 5.30am to 3pm but I swear they opened and shut whenever they wanted without changing the signs with the opening time. I waited from 6-7am one morning and the guy in the room setting up wouldn't make eye contact and wouldn't answer me when I was knocking. All he had to do was tell me they were opening later that day. I went to reception who said it was open from 6.30 which it wasn't and they were rude when I said the opening times need to be updated. On our last day the staff member was shouting at everyone to leave the room at 2pm because they were short staffed and closing early. Literally shouting his head off at us all, so rude. I stayed here because my friend wanted mid town and the price we got included the amenity fee and was over all pretty cheap but I got what I paid for and wouldn't recommend staying here until the entire place has been renovated, including all rooms.
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Apr 16, 2025
Stay away!!! Read the other reviews.
REALLY BAD!!! 20+ minute check in line. No bonvoy elite line. HORRIBLE room. When asked to have housekeeping help, she said that it's going to take over 30 minutes because they are union. This is, at best, a motel. Run down. The bed is not worth staying. I'm currently waiting for the front desk to move me to a different hotel.
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Apr 16, 2025Great stay after dreading with the negative reviews
We where dreading this stay after all the negative reviews but to our surprise we had a pleasant stay. Prior to arrival I had downloaded the marriot app and checked in online. When we arrived at 2pm the check in desk was empty and we had an immediate check in and given information about the resort fee. The lifts worked fine and where fast. We had a 2 double bed superior room on the 41st floor and it was clean with a good working hot shower. Our room was cleaned daily and fresh towels our whole stay. The maids where nice and friendly. the $35 daily resort fee we used between the bar at night and the starbucks in the morning. Yes the hotel can get extremely busy so if starbucks was busy in the morning we just used our credit at night with a glass of wine in the lobby bar people watching from the window. Hotel is in a great location with the subway right outside the hotel. Water machine downstairs for refilling bottles and an ice machine on each floor.
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Apr 09, 2025
Dont waste your money on a premier room
Very disappointed in our 4 night stay. Booked through Virgin and paid for a Premier room. Promised a larger room with a city view. What is actually meant was a high up room looking on to an even higher building with no view other than the office across the road. The room was no bigger than the cheaper rooms. Coffee cups were made of cardboard and only enough coffee for 1 person. The fabric and decor was old and tired and badly needed renovated. Lighting was poor in the room. Bed also impossibly high snd my elderly mother struggled to get onto the bed. Tue reception and lobby is being renovated, meaning most if it is closed off, creating a very noisy, busy congested passageway. There was no seating in this area and was cold and draughty. There was limited reception staff available. There was a nice lounge bar area, but was very cold to sit in, but we did take a Starbucks breakfast there every morning. I remain confused about the $150 dollar deposit and there was a $35 resort fee per day, that apparently we had already paid. The $150 was to be returned at checkout. We had charged dome food to our room. At checkout we were due $66 refund from our deposit but they did not need my card for this and it will remain to be seen if I ever get it. On a plus the place was clean.