Name: Sheraton New York Times Square Hotel
Address: 811 7th Avenue 53rd Street, New York, 10019, US

Sheraton New York Times Square Hotel

New York Area - NY · United States

811 7th Avenue 53rd StreetView location

100 reviews shown

2/10

Poor

29 Jul 2026

Maltey

Someone came into my room after I checked in

6/10

Pleasant

29 Jul 2026

Hasan

Staffs were friendly especially room cleaning crews

8/10

Excellent

29 Jul 2026

Royal

Great location — very convenient, close to everything, and walkable. However, the hotel itself was disappointing. The elevators had long wait times and were often inaccurate. The service, especially at the gift shop, was a terrible experience. The only exception was the gentleman at Starbucks, who was genuinely kind and attentive.

Cleanliness was also below expectations, dust was visible throughout the room. For the price and reputation, I would think twice before booking again.

8/10

Excellent

29 Jul 2026

Whitney T

The hotel deserves a higher review score. I was somewhat nervous based on the reviews, but the place is nice. The location is great, our room with two double beds was larger than I expected, the room was clean and was cleaned each day. I would certainly stay here again. Yes, the lines for check-in are long. Yes, there were waits at the elevators. But there's 50 floors of hotel rooms, what do you expect? The daily fees were already calculated in the Expedia price, so no surprise there. For what we paid compared to the other hotels in NYC, I was very pleased.

2/10

Poor

29 Jul 2026

Sajid

It was horrible expereince, I would never recoamand anyone to visit this hotel, trust me. The only thing you will expereince here is WAITING WATING WAITNG in everything. When you use the phone to contact frontdesk, always busy, WIFI never works. 2-3 hour waiting time for Checking, also waiting for checkout.. The only great about this hotel is Queue system, Just stand in Queue for everytime, incluidng breakfast. :)

6/10

Pleasant

29 Jul 2026

Liliana

Excellent location. Nice staff. Elevator system is really bad. Super long lines for everything. Cleanliness was decent. Bring your own toiletries.

6/10

Pleasant

29 Jul 2026

Diane

Elevators a disaster and check in lines breakfast lines absurd

6/10

Pleasant

29 Jul 2026

Jose

Hi! Here are some home for improvements:
1. need to remodel the rooms
2. Elevators problem is huge
3. Security: is to easy to access the hotel elevators during the day. there is NO screening
4. Ice machine in floor was broke
5. room bathroom is very old
6. Line for check in is extremely long

10/10

Exceptional

29 Jul 2026

Paulina

Location

2/10

Poor

29 Jul 2026

Francisco

Clean room, nice hotel. Horrible check in process, 3-4 hour lines to check in

2/10

Poor

29 Jul 2026

muhammad

They were over booked. We came around 6 pm. There were long lines with minimum staff. There were 100 people in the lobby screaming to get situated. Apparently they are always over booked. There was a lady which was very rude at the counter. Will never come back again

10/10

Exceptional

28 Jul 2026

Rupa

2/10

Poor

28 Jul 2026

Chandan

I was standing at the checkin counter at 4pm and I got the room at 10 pm. That’s too misbehaved staff and a room that did not even book. I booked two bed and I was given one. This was booked by the Expedia and no one helped. I was seated at the lobby for 5 hours. Horrible rooms lift services bad. Overall horrible experience. I am going to file FTC complaint against Expedia. I called them for support and they are asking me to talk to hotel staff. Overall bad experience

6/10

Pleasant

28 Jul 2026

Braulio

Location was perfect! Insulation was good! But the elevators…it was horrible!!! Prepare to wait for elevators. Good luck!

6/10

Pleasant

28 Jul 2026

Iuliia

Hotel was good, great location, but very old and crowded.

4/10

Poor

27 Jul 2026

Alex

Bad experience. They charge for everything like wifi or have them watch your luggage. Some of the staff was rude .

4/10

Poor

27 Jul 2026

Amit

The good: The hotel’s location is good. Only a few blocks from Times Square and close to food and subway.

The bad: staff is not helpful at all. The hotel is too big with many rooms and the staff is not able to handle that much traffic. At any given time, the wait to talk to anyone at the front desk is 15-60 min. There were 10-20 people in the line and only 1-3 counters open. They have a weird system for calling elevators. It almost always took 15-20 min to even get an elevator to get to my floor, which was super annoying. The room cleaning staff left fewer towels and/or coffee pods regularly. Their water fountain was broken.

The ugly: they charged an unexpected $40/day “destination fees”. It is not a resort, so not sure whats that for. They told is that you can use $35 as credit daily at restaurants on the property. The catch is that the credit expires at mid might, so doesn’t carryover. Also, the lines at these restaurants were a mile long. So you can either do sight seeing in NYC or redeem your $35!

Overall, bad experience, would not recommend.

4/10

Poor

27 Jul 2026

Gary

Every patron was upset with the elevator situation that some say is a regular thing. I observed people confused on how to use the system. People crammed into the area so you could not access your elevators
Staff present but offering no help. No instructions when you check in on how the work.
Breakfast is s joke , 50 people in line ? Come on something needs to change

4/10

Poor

27 Jul 2026

Victoria

Honestly the room is fine a little outdated and the bathroom needs to be cleaned properly, I did find a few hairs on the bathtub and there’s no shampoo, conditioner and body wash/soap, I've been to a few Sheraton and they have so I was surprised this location didn’t have any very disappointing and the elevator omg the system they use is very confusing and takes forever to get in, had a huge line that took at least 20 minutes just to get in.

10/10

Exceptional

27 Jul 2026

Adriana Emilia

Satisfied with my stay there

8/10

Excellent

27 Jul 2026

Vanessa

Elevators were difficult, staff was excellent

2/10

Poor

27 Jul 2026

Jennifer

Horrible! Customer service upon being kicked out if our room ( aggressively telling us it was us keeping our access cards near our credit cards - not the case in both of us n another couple s same issue, lost one hour n forty five minutes in line to address issue , concierge was not gets for an hour only one attendant at front desk! While I was in line in the Bonvoy line- further more the checking line was out tge door of hotel! Ridiculous ! List valuable tons in nyc due to their negligence! Btw I’ve enjoyed wonderful years past about 13 yrs coming to Sheraton sad to see they’d current poor management

6/10

Pleasant

27 Jul 2026

Julio Ivan

The Check in process is to long, and other thing they charge you for take the baggage when you have to wait for the room and after if you check out and need to leave the baggage in the hotel because is no the time to go to the airport.

8/10

Excellent

27 Jul 2026

Melinda

The hotel was very busy, clean but a little dated. They have an older bathtub; no walkin shower. It was neat and clean. The beds were nice and comfortable.
What I liked most about the hotel was that they have a restaurant right off from the lobby. We were able to get a bite to eat after a long day flying and a 45 minute ride from the airport. The Yellow cab took us the long way to get to the hotel so he can make more money. Leaving the hotel we took an Explorer back and got to the airport within 25 minutes.

4/10

Poor

27 Jul 2026

Meta

Location was the best thing about this hotel. Everything else was disappointing but most of all the elevators were the worst ever!

4/10

Poor

27 Jul 2026

Panikkassery

staffs' attitude was very poor, especially breakfast counter and reception.

10/10

Exceptional

26 Jul 2026

Nawl

I love this hotel

2/10

Poor

26 Jul 2026

JOO MING SIMON

I am not able to speak to anyone because I am not able to use the reservation due to connecting flight being cancelled. Likewise Expedia also did not manage to communicate with the hotel formany days, no response from the hotel nor able to speak to the reservation department.

8/10

Excellent

26 Jul 2026

Peggy

Best location!

10/10

Exceptional

26 Jul 2026

Jorge

Over all we had a great time. The personal were very helpful.

8/10

Excellent

26 Jul 2026

Frederic

I stay at this hotel every time I visit New York. It is always a clean and comfortable facility. On this visit I experienced very LONG lines at the elevators. It “seemed” that all the elevators were not working and the hotel was very busy. Also, there did not seem to be a concierge out front at all times.

10/10

Exceptional

25 Jul 2026

Randall

It was as advertised

10/10

Exceptional

25 Jul 2026

Mahi

Bar was great

10/10

Exceptional

25 Jul 2026

Michelle

Needed to change hotels late, the evening we came to New York. They were very kind and relieved our stress. Great room, great location, and very helpful staff! Thank you so much!

8/10

Excellent

25 Jul 2026

Tanya

Overall it was a wondersful experience. The breakfast at Hudson was very popular and the staff did a great job even though there was a wrap around line. All employees that I encountered were very helpful and friendly.

8/10

Excellent

25 Jul 2026

IDIL

Sheraton Times Square is in a fantastic location, right between Central Park and Times Square. We walked almost everywhere during our stay. The area felt safe, and at the same time we avoided being in the middle of the busiest crowds all day.

The hotel itself is huge, and that’s both its biggest advantage and its biggest challenge. Because of the number of guests, you should be prepared to wait—for the elevators, check-in, luggage storage, and even breakfast.

My recommendation would be to skip the breakfast package. The breakfast itself is actually very good, but in my opinion it’s not worth the long queues and the crowded dining room, especially when there are so many great breakfast options nearby. If possible, I would also recommend requesting a room on a lower floor. Of course, you won’t want to carry luggage on the stairs, but on some days it gives you the option of avoiding the elevator waits.

One feature I really appreciated was the spacious lobby. It has excellent seating, workspaces, and places to grab a snack or coffee. I had several early morning business meetings with Europe, and it was a comfortable and quiet place to work.

Overall, I would definitely stay here again. Next time, though, I would request a lower-floor room, skip the breakfast, and make sure to download the Marriott Bonvoy app in advance, which I believe would make check-in faster and smoother.

8/10

Excellent

25 Jul 2026

Shimshad

Very nice and clean. Helpful staffing

10/10

Exceptional

25 Jul 2026

CHAICA

Staff was wondering, awesome location for anything you could want.

6/10

Pleasant

25 Jul 2026

lennox

No shower gel, shampoo on room..property is very old.
Very long check in process.
No easily accessible restrooms in lobby

6/10

Pleasant

25 Jul 2026

Julio Cesar Moreno

I booked a two-bedroom room but was surprised by how small the rooms were. My wife called to order room service, only to find out that the hotel no longer offers it because it is under new management. This was disappointing, as we weren't informed ahead of time.

The elevator situation was one of the biggest frustrations during our stay. Since our room was on the 11th floor, my family and I regularly waited 5 to 10 minutes just to get an elevator.

I also think the staff could be more accommodating when it comes to allowing guests to use the restroom while waiting to check in. After traveling for hours, it's unreasonable to expect guests to wait until they receive their room key before they can use the facilities.

Overall, the long check-in process, crowded lobby, slow elevators, and lack of room service made our stay less enjoyable than we had anticipated.

2/10

Poor

25 Jul 2026

Jade

Room was dusty, staff was not help, elevators always broken and took forever.

10/10

Exceptional

25 Jul 2026

Karen

Alex was very efficient with checking in guests since there was a long queue. He was very accomodating.

4/10

Poor

24 Jul 2026

Joseph

Common areas were maintained but the rooms were very outdated and unclean

4/10

Poor

24 Jul 2026

Jose

el cuarto no estuvo listo.

tenia hueco en la pared

Family

8/10

Excellent

23 Jul 2026

Darine El

Good

8/10

Excellent

23 Jul 2026

Utsav

great experience just old build

8/10

Excellent

23 Jul 2026

Nannette G

Céntrico hotel

8/10

Excellent

23 Jul 2026

Juan

The cleaning staff was wonderful—very kind, attentive, and always willing to help whenever we needed anything extra. They went above and beyond, especially when my child became sick. They promptly provided extra soap, clean towels, and made sure our room was cleaned thoroughly, which we truly appreciated.

We also had an emergency with the sink plumbing, and the maintenance team responded immediately and resolved the issue right away.

Overall, the staff's kindness, professionalism, and quick response made our stay much more comfortable. We are very grateful for their excellent service.

10/10

Exceptional

23 Jul 2026

Laura

Pretty decent room, very comfortable bed

2/10

Poor

23 Jul 2026

Joseph

Be prepared for extra charges. I am still fighting to get that back, it gets very crowded, the elevator system needs a re work. it took 40 mins to get to my room on 3 different occasions. Guest services are extremely rude and unhelpful. The bar? na, don't think about it. you'll wait an hour to get one drink from it.

8/10

Excellent

23 Jul 2026

Amanda

Great

8/10

Excellent

22 Jul 2026

Mellisa

Overall good experience with the exception of a leak the bathroom. The concierge Anthony was very helpful.

2/10

Poor

22 Jul 2026

Ana

Fatal!! Problemas con los ascensores y son bastantes, es limpio y el personal de esa area super pero el personal del check inn fatal, te disfrazan beneficios que al irte es que te dicen que debes pagar y eso es fatal. Las atenciones del personal del restaurante fue lo unico que valio la pena de esta estancia

10/10

Exceptional

21 Jul 2026

Shamiah

Clean rooms wonderful staff!

10/10

Exceptional

21 Jul 2026

Alfredo

La atención

2/10

Poor

21 Jul 2026

Roberto

This property does not care about costumer experience or satisfaction. At check in i was not able to get a room until after 5pm my flight arrived at 9am, when i was finally offered a room it was not at the Sheraton it was at a sister property The Lexington Hotel and honestly i wish they would have just let me stay there for my 2 night stay but nope they made me check out of the Lexington and head back to the Sheraton even though they still had no room for me thankfully my friends were all staying at the Sheraton so i was able to store my luggage there and not waste my day waiting for a room not that the hotel Staff cared. After returning back late Around 6pm i was finally given a room but the original room given was still occupied by another guest so yes back down to registration i go Finally i was given a room you would think with everything that i had gone through i late check out request would be offered but NOPE again they dont care about costumer service. I would stay away from this hotel your better off being a little further away from time square anyway. Good Luck if you book here.

Friends

6/10

Pleasant

21 Jul 2026

Terron

The staff was excellent, friendly and professional, however the room was not acceptable. bathtub continuously kept flooding, air condition was not working, carpet not clean as it should and roaches inside room. Need to improve house keeping.

Partner

6/10

Pleasant

21 Jul 2026

Ali

Price service is not there; the only good thing is the location that is close by to most of the main attractions in the city

Friends_and_family Family

2/10

Poor

20 Jul 2026

Britney

The hotel manager Steve and staff made our experience horrible. Sheraton is a great company where everything should be handled and done correctly. We got here at 5 am expecting to check in by 1 because we were informed to do so. Then came from across NYC to check in and told us we had to wait until 4pm. We waited in a packed lobby for 3 plus hours. Afterwards only got one room because they couldn’t attend our accommodations. The room was dirty and not up to standards. The other two rooms not being available left the rest of the guest in a limbo state and stuck without being to rest after a long trip and not being able to go out. At 7:49pm almost 4 hours after regular check in we decided to go to the front desk to see if our room was ready because they never called us to say the two rooms were ready. Surprisingly the room was ready with no call from the manager or front desk. The worker named Jordan treated us like crap and didn’t validate our feelings and frustration. Instead of making feel better he gave us attitude. The cherry on top is that when we got to the room at 8:15pm the room floor was dirty with crumbs and the beds done a very slacking job. LASTLY our request of connecting rooms was not done correctly because the doors are locked and we don’t have access to open it nor they come up to help us immediately. Overall 0/10 experience worst hotel experience I’ve ever had and would never recommend it to ANYONE. I need compensation ASAP for lack of unprofessionalism.

Family

10/10

Exceptional

19 Jul 2026

Tracy

Great location!

Friends

8/10

Excellent

19 Jul 2026

Stacy

Too many solicitors outside hotel daily. Right at the entrance.

Friends_and_family Family

8/10

Excellent

19 Jul 2026

GEORGE

Breakfast was good. There was a late declared charge for breakfast for more than 2 people. Also there was a destination charge of 35$ per day apart from booking. These looked like last minute traps. Good location to go to Subway station which is very near. Also, walkable to many restaurants

Friends_and_family Family

2/10

Poor

19 Jul 2026

Joseph

The hotel is a zoo and the check-in line is an hour long unless you’re a preferred member. The hotel forces you to spend $35 per day in their restaurants, which has to be pre-paid upon arrival, but they don’t tell you that when you reserve. The hotel breakfast buffet is more than $35 per person, and it’s a terrible buffet. And they won’t let you spend the $35 on the day you’re checking out, and they don’t tell you that either. The rooms are the smallest of any hotel I’ve stayed that’s not a boutique hotel. Not a great experience overall.

Partner

10/10

Exceptional

18 Jul 2026

Elizabeth

Great spot in the city and the hotel was perfect!

10/10

Exceptional

18 Jul 2026

Christopher

No complaints.

Family_with_children

2/10

Poor

18 Jul 2026

Rahim

Holes in bedding, chipped paint, doors don’t close properly, one elevator working

Friends_and_family Family

10/10

Exceptional

18 Jul 2026

Keilin

Great location!

Family

10/10

Exceptional

18 Jul 2026

Aaron

No issues for us.

8/10

Excellent

17 Jul 2026

Rachel

They charge $6 per bag to hold them when you check out in morn if you still have the day to spend in the city. I’ve never had to pay for that at any hotel I’ve stayed at before. They also charge $38 a day for their “fee”. They do offer a $35 credit a day for food or drink to off set that I guess. We decided to get Starbucks the next morning to use the credit and waited almost 45 minutes for our order to only be incorrect. The lattes we ordered had no flavor and the chia was very off. Complete waste of time and the credit. Air conditioner wasn’t cooling efficiently. They did send someone up very quickly. He was able to get the room a little cooler and we got a fan brought to room . Room was clean and comfortable. Mattresses were a bit too soft for my liking but I know some would love it.

Family

10/10

Exceptional

17 Jul 2026

Saket

No breakfast was included.
I tried to add breakfast option from Expedia app but I was told it’s not possible from app.
At the property when I asked, first of all it’s a long lane for check in and so for breakfast also.
I think property is not able to manage huge crowd over weekend and all guests were frustrated even tried for mobile check in they asked to be in the same long lane.
Only one good experience I have is one of the person in bar cafe his name was HUGO was excellent he made our cafe experience excellent.

Family_with_children

8/10

Excellent

17 Jul 2026

Lori

Super convenient- super busy.
Check in takes time especially if there is an event - and getting car from their attached garage takes time. Plan accordingly!
But staff is great and the location is money - so it’s easy to walk anywhere.

Friends_and_family Family

10/10

Exceptional

17 Jul 2026

Debra

Awesome!

Family_with_children

4/10

Poor

17 Jul 2026

Alejandra

We stayed for 5 days and the very first day we got there, our toilet clogged up. We were scared to use it and have to continue to call the front office. Therefore, we asked for a plunger just to keep one on hand in our room, since it kept happening. We are thankful the gentleman to allow has to keep a plunger in the room. Howeve, to have to deal with a room with toilet issues for 6 days was very inconviente for us & my kids.

Family_with_children

6/10

Pleasant

17 Jul 2026

Rosy

The line to check in was 40 min.

10/10

Exceptional

16 Jul 2026

Sam

Had a great stay here

Friends

4/10

Poor

16 Jul 2026

Gladys

Check in lines were very long. Room needs updating…bathroom tub was clogged and faucet had rust. They charge you for every little thing. But the worst thing was the elevators. We waited for 30 minutes for an elevator to come to our floor. Worst hotel ever

Family_with_children

10/10

Exceptional

16 Jul 2026

JUAN

Love the location, rooms clean and comfortable

Family_with_children

4/10

Poor

16 Jul 2026

JIGAR

Room lock did not work
Bathroom door was missing lock
Bathroom was missing body wash bottles
Ac was not cooling well
We changed the room and still found this issues

Family_with_children

4/10

Poor

16 Jul 2026

Jaffet

Old

10/10

Exceptional

16 Jul 2026

CECILIA

Perfect location!

Family

10/10

Exceptional

16 Jul 2026

Heather

The beds are very tiny and if you plan to share the bed with an adult, very crowded. The rooms are pretty small, but I figured that’s because it’s New York and they make the most of their space.
The hotel was awesome and let us check in at 9 AM in the morning with no extra charge after we flew overnight. The baggage storage is through a second company you have to pay per bag when you’re storing it when you check out that was kind of a bummer. The hotel is absolutely the perfect location if you’re here for the city and seeing Broadway shows.

Family

10/10

Exceptional

15 Jul 2026

Nancy

Muy bonito hotel!!

Family_with_children

10/10

Exceptional

15 Jul 2026

Lindsey

Clean, spacious room (2 double beds). Good bar, try the Coney Island Pilsner!

Friends

8/10

Excellent

15 Jul 2026

Hoa

The hotel too old, need renovation

Family

10/10

Exceptional

15 Jul 2026

David

The location is excellent, we dealt with minimal construction which is often an issue with NYC hotels, and the food in the bar was better than expected. Great access to subways and the Broadway district.

Self

10/10

Exceptional

15 Jul 2026

Rahul Kumar

Great and comfortable place to spend your vaccation

Family_with_children

6/10

Pleasant

15 Jul 2026

William

Maybe look at yoyr ceilings and the cracks. Maybe the mini fridge is a bit low class for what we're paying. Maybe upgrade a bit. We pay good money, we'd think you'd be appreciative of that.

Friends_and_family Family

10/10

Exceptional

15 Jul 2026

JoAnn

Great location.
Excellent staff

Family

2/10

Poor

15 Jul 2026

Maria Lorena

the place was run down and dirty. The sheets and bathroom were so filthy. We even had to go out and buy disinfectant spray. I asked for clean sheets and never received them. Front desk was rude. They give you daily vouchers to redeem but the lines were always Soo long, I would never stay again and do not recommend anyone to stay there.

Friends_and_family Family

8/10

Excellent

15 Jul 2026

Marta

Great location in Times Square. Very busy and crowded hotel as expected. Front desk or other staff unwilling to mail a stamped post card for us. Restaurant over priced. Very few fresh food choices at grab and go shop. Lots of available seating to eat and wait for tide after check out. Comfortable beds but no king or queen beds on property. Ran out of wash cloths and cups for coffee. Friendly housekeeping staff.

Family_with_children

10/10

Exceptional

15 Jul 2026

Victor

Clean room friendly staff

Family_with_children

10/10

Exceptional

14 Jul 2026

Gabriela

It was ok location great

Friends

10/10

Exceptional

14 Jul 2026

Whitney

I would definitely stay again!!

Family

8/10

Excellent

14 Jul 2026

Stephen

Everything was amazing until the last day. we had a late night out the night before, and I had messaged them before asking for a late checkout, and was told by someone through the Marriott app we could have a 2 PM check out. The next day we left to grab bagels at 12 came back at 12:30 and we were locked out of our room housekeeping explained they were unable to let us into the room, which was understood for security reasons however, when I went to the front desk, I attempted to skip the line as it was a simple key reactivation, and we had to be out of the hotel room in an hour and hadn't packed or showered all three of us so I was screamed at by a Hotel staff with rude attitude, so freaking rude and was told I needed to wait in line so 45 minutes later we finally were able to when I did get to the front desk. The woman that helped me was so kind and understanding and even gave us more time to check out.

10/10

Exceptional

14 Jul 2026

Sunil k

ALL WAS GOOD,

Family_with_children

10/10

Exceptional

14 Jul 2026

Raymond Charles

The lifts are atrocious - the staff were surly - the resort tax was a ripoff (and we had to queue for an hour to redeem it).
We won’t be going again - and advise that you don’t either!

Friends

2/10

Poor

14 Jul 2026

DELIA

Do not ever go to this hotel. Elevators take 30 minutes to take you anywhere. Registration almost an hour. Rooms are in very bad shape. Worst hotel I ever stayed in my whole entire life.

Partner

6/10

Pleasant

14 Jul 2026

Anthony

It was just okay staff could’ve been more helpful

Friends_and_family Friends

2/10

Poor

13 Jul 2026

Taniesha

No refrigerator or microwave in room

Refrigerator is 25$ if any are available

35$ per day charge on top of incidental

Very old unkept