Sheraton New York Times Square Hotel in New York

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.

We were extremely disappointed with my recent stay at the Sheraton Times Square. On our second night, we experienced a major plumbing failure that caused sewage water to flood our bathroom. It was unhygienic, unsafe, and completely unacceptable for a hotel at this level.
We reported the issue immediately to the front desk. While staff did move us to another room, it was noticeably smaller and on a lower floor, which felt more like a downgrade than a resolution. Considering the severity of the situation, we expected a more genuine attempt to make things right.
The hotel only offered a credit for one night’s accommodation and nothing further for the distress, inconvenience, and—most importantly—our exposure to contaminated water in the room. The lack of meaningful compensation or follow-up was surprising and very disappointing.
Unfortunately, this experience overshadowed what should have been a comfortable stay. I hope the hotel takes this feedback seriously and improves how it handles major maintenance issues and guest safety in the future.

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.