Sheraton New York Times Square Hotel

This hotel is a complete failure from top to bottom. Staying here feels like a social experiment to see how much nonsense a paying guest will tolerate before snapping. Check-in was a 3.5-hour endurance test, with lines wrapped around the lobby and staff offering absolutely nothing in the way of explanation, urgency, or basic competence. Then came the mystery “destination fee,” magically rebranded as a credit. If you charge me for it upfront, it’s not a credit — it’s a cash grab. The elevators were nonfunctional more often than not. Sometimes they arrived, sometimes they didn’t. Twice I had to use the service elevator and climb stairs, which was apparently part of the hotel’s definition of luxury. We had no hot water for two full days, and despite this circus of dysfunction, they still had the audacity to charge $6 per bag to store our luggage — because clearly they hadn’t extracted enough money already. This isn’t “New York attitude.” This is gross mismanagement, indifference, and open disrespect for guests. The staff act like your presence is the problem, the systems are broken, and no one cares. One of the most poorly run hotels I’ve ever encountered. Save your money, save your sanity, and stay literally anywhere else. Refund demanded.

Hotel is in an excellent location but checking in was a nightmare had to queue for over an hour. The lift system is atrocious. The system gives you a lift for your floor and then allocates that lift to everyone else. It takes ages for it to come and then everyone cannot get into the one lift and you start all over again. Could be waiting 30 mins plus for a lift. Everyone complaining about the lifts and sating that it’s the worst hotel because of it.

Hotel is very conveniently located. However, it is old and shows very clearly in the rooms. Also it is ridiculous that they charge a $6 luggage holding fee if you want to store your luggage. What kind of hotel does that

The toilet had leaks issue (the room in level 48). Called hotel to fix it but the first engineer was not able to find the issue. The second engineer was able to find the issue but we were leaving New York on the same day. The leak from the toilet is quite gross. Called hotel for help for the toilet leak issue but one of people took the call just ignore the request (he did not take an action but he said he will )

Bed is clean，location is awesome. But the attitude of the reception staff is sucks. They dont greet customer and dont even know how to smile. The lobby is very chaotic like flea market.