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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
12023 reviews
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Mar 21, 2025Michelle should be fired
Unprofessional and rude staff member (Michelle)- we waited over 50 minutes to check in and was so nasty. No manager to be found. Rooms are small and smell musty. No one to help other guests answer questions, staff ignored everyone who came up to concierge . Do not stay here. Will never return.
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Mar 20, 2025
Find somewhere else
This "4 star" hotel is awful and a blight to the Marriott brand name. It has been in calamitous decline for years however has now entered the "are you kidding me" stage. On arrival, one immediately notices the chaos around the construction zone formally know as 'The Entrance". Of course, this hotel would never offer the courtesy of informing guests of this beforehand. The check in is a rugby scrum of people as the hotel chooses to have a minimum number of staff on hand. When I check in for my pre-paid Queen, am told I can have a twin or a rooom with a closet bed that I have to install. I refused both, saying "I have prepaid for a Queen. A Queen funnily enough has a Queen bed in it, side tables etc. I am not setting up the bed, you are" The man was very unpleasant and finally said he would send maintenance up to arrange the bed, which he never dit. When I opened the bed I found in the clsoet area behind it some life forms alive and dead that had been there a while...gross. The toilet did not flush, the alarm clock did not work, the coffee maker was stadrad issue circa 1995 and half the lights did not function. The breakfast was insulting, e.g. no espresso or capuccino, while charging $35 per person. The elevators often needed 10m wait times due to the crush of guests. The staff to a person seem totally disinterested in customer service and seem to be in a trance going through their routine; very unpleasant. Of course I have a choice and I have already placed this horror show on our company DO NOT USE list, however everyone should be aware that this is not a 4 or 3 or 2 star standard and this money grabbing group of staff clearly don't care. I have tried to think of one positive to make this sound balanced but the only one I found is that I am checking out in 1hr.
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Mar 11, 2025Excellent Experience
I recently stayed at the Sheraton Times Square and had the most warm and welcoming experience! The staff there was amazing. We were traveling with family and front office manager Charlette McClean-Beckford in particular made us feel so welcomed as Bonvoy elite members. Charlette and the front desk staff made every effort to answer all our questions and look after all requests quickly and enthusiastically. They really went the extra mile. We'll be back!
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Mar 10, 2025Outstanding Customer Service
Just back from a stay at the Sheraton Times Square and have to compliment the staff - especially the Front Office Manager Charlette! We were traveling to a family party and had requests for a number of guest rooms. After countless calls to Marriot Bonvoy to see how we could get rooms in close proximity, I had the good fortune to speak with Charlette who worked with the front desk to make it happen! She was lovely and so helpful and made our stay in NYC a pleasure.
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Mar 09, 2025
Amazing holiday.
What a great hotel. We had a lovely time away and it was really relaxing. We had a warm welcome and were checked in effortlessly. We were on the 19 floor and once we got the hang of the lifts we were fine. The room had a lovely view and it was cleaned everyday to a great standard. We went to the bar every evening to have a drink and had contact with Cathy, Alicia, Carolina and misba. They had a warm welcome and always had a chat with you. They really know their guest well and are the jewel in the crown.