We parked our vehicle in the parking garage because it appeared to be the hotel’s parking facility. After handing over my car, I realized I had left a bag inside and returned only a few minutes later to retrieve it.
The parking staff refused to let me access my own vehicle unless I paid an additional $20 retrieval fee, even though I only needed to collect my personal belongings.
I then went to the Sheraton front desk and asked for assistance. I was told that the parking garage was an independent private business and that the hotel could not help me. No one made any effort to assist or resolve the situation.
I asked the staff, “If this parking garage has nothing to do with Sheraton, why does it display Sheraton signage? We chose this garage because we believed it was the hotel’s parking facility.” I even suggested that if the hotel has no responsibility for the garage, the Sheraton branding should be removed to avoid misleading guests.
What makes this even more confusing is that after I paid for the parking, the receipt I received clearly displayed “Sheraton Times Square.” On one hand, I was told the garage was completely independent from the hotel, yet on the other hand, the Sheraton name is used on the parking ticket and receipt. This is misleading to hotel guests.
Most importantly, preventing me from accessing my own personal belongings unless I paid an additional fee is unacceptable. I was effectively denied access to my own property without any reasonable justification.
I am extremely disappointed by both the parking operator’s actions and Sheraton’s refusal to assist its guest. I respectfully request that this matter be investigated and that appropriate action be taken.
Rizwan Khan
Jul 2026
Nice 👍 Good 😊
L C
Jul 2026
The location is great , the rooms are notoriously old and not well kept. They are really small. Plus customer service is HORRIBLE
I wouldn't stay again for that reason
A Google User
Jul 2026
It is most famous and best restaurant in the world 👑 I want to rank this hotel
Aatif Ali
Jul 2026
Nice 👍 Good
Major Singh
Jul 2026
Never 👎 come again this hotel very bad experience
Israr Ad o0
Jul 2026
Nice very good
Tyler Lewis
Jul 2026
The worst elevator system in the history of hotels. Might as well have had a single elevator with an 86 year old operator - it would have operated more efficiently than whatever the heck system they have currently.
Sometimes during ‘busy times’ we would call the elevator from our floor on the call screen and a message would appear saying ‘unable to process request’, leaving us stranded on our floor… do we then take the stairs from the 14th floor? One fellow guest accurately coined this the ‘Sheraton Prison’.
Also mass congestion at the entry to the elevator bank on the main floor creates even more confusion. Suggestion, fix the system and hire someone to fox this chaos.
Otherwise, nice hotel in the heart of the city.
Damain Higuita
Jun 2026
I loved it great
H K
Jun 2026
Good location. Can redeem destination tax per day basis.
Wadi Quick
We parked our vehicle in the parking garage because it appeared to be the hotel’s parking facility. After handing over my car, I realized I had left a bag inside and returned only a few minutes later to retrieve it.
The parking staff refused to let me access my own vehicle unless I paid an additional $20 retrieval fee, even though I only needed to collect my personal belongings.
I then went to the Sheraton front desk and asked for assistance. I was told that the parking garage was an independent private business and that the hotel could not help me. No one made any effort to assist or resolve the situation.
I asked the staff, “If this parking garage has nothing to do with Sheraton, why does it display Sheraton signage? We chose this garage because we believed it was the hotel’s parking facility.” I even suggested that if the hotel has no responsibility for the garage, the Sheraton branding should be removed to avoid misleading guests.
What makes this even more confusing is that after I paid for the parking, the receipt I received clearly displayed “Sheraton Times Square.” On one hand, I was told the garage was completely independent from the hotel, yet on the other hand, the Sheraton name is used on the parking ticket and receipt. This is misleading to hotel guests.
Most importantly, preventing me from accessing my own personal belongings unless I paid an additional fee is unacceptable. I was effectively denied access to my own property without any reasonable justification.
I am extremely disappointed by both the parking operator’s actions and Sheraton’s refusal to assist its guest. I respectfully request that this matter be investigated and that appropriate action be taken.
Rizwan Khan
Nice 👍
Good 😊
L C
The location is great , the rooms are notoriously old and not well kept. They are really small. Plus customer service is HORRIBLE
I wouldn't stay again for that reason
A Google User
It is most famous and best restaurant in the world 👑 I want to rank this hotel
Aatif Ali
Nice 👍
Good
Major Singh
Never 👎 come again this hotel very bad experience
Israr Ad o0
Nice very good
Tyler Lewis
The worst elevator system in the history of hotels. Might as well have had a single elevator with an 86 year old operator - it would have operated more efficiently than whatever the heck system they have currently.
Sometimes during ‘busy times’ we would call the elevator from our floor on the call screen and a message would appear saying ‘unable to process request’, leaving us stranded on our floor… do we then take the stairs from the 14th floor? One fellow guest accurately coined this the ‘Sheraton Prison’.
Also mass congestion at the entry to the elevator bank on the main floor creates even more confusion. Suggestion, fix the system and hire someone to fox this chaos.
Otherwise, nice hotel in the heart of the city.
Damain Higuita
I loved it great
H K
Good location. Can redeem destination tax per day basis.