Hotel review: Sheraton New York Hotel & Towers (Starwood)
I stayed at the Sheraton New York Hotel and Towers while on a business trip November 2003 — and I encountered many problems and consistently poor service.
Check in was inefficient, unprofessional and slow. The hotel had problems with my reservation that had previously been made using SPG.com. The front desk staff didn’t seem overly concerned with making things right.
The renovated room I finally was checked into was good, although very small.
Sheraton Sweet Sleeper Bed is excellent.
The bathrooms were very small and nothing special.
Club Level breakfast was excellent and the staff in the Club Level is fabulous.
Room service dinner was worst ever. Very slow. They got my order wrong multiple times. Food was average at best.
SERVICE EXPRESS (ASSISTANCE BY PHONE):
Calling Service Express or the front desk from my room phone was an exercise in frustration. Each time I called, the hotel system put me into an endless loop of voice mail and on-hold advertisements for Sheraton. Hold times to reach anyone from the hotel staff were regularly 10-15 minutes plus.
Many other things went wrong during my stay, too numerous to list here. Every time I asked to speak with hotel management, I was put in touch with people who were ill-trained for customer service, unresponsive, uncaring, sometimes rude, and not representing the Starwood brand well.
Sheraton’s has a “Service Promise Guarantee” that states, “If you’re not satisfied, we’re not satisfied”. I definitely wasn’t satisfied and Sheraton New York Hotel and Towers didn’t seem to care.
I will not return to Sheraton New York Hotel & Towers until they replace the hotel management (it starts at the top). I have advised my co-workers who travel regularly not to stay there. If you are considering staying at this hotel, my advice would be stay elsewhere.