of TripAdvisor Travelers recommend this hotel
"Terrible customer service at front desk by the manager Jamie R."
We booked 2 rooms via booking.com some 4 weeks before travel. Booking.com confirmed the price and reservations. The prices included all taxes and confirmed payment was not required until check-out. Then 2 days before we were due to arrive we noted that payment for both rooms had been taken by The Sheraton Tribeca - in full. Almost US$4000. We called the Sheraton to tell them that this was not correct and that we wanted our funds back. Jamie R at reception stumbled through an excuse as to why the payments were taken and then finally after giving me serious attitude and false excuses agreed to refund - but told us "if we refund we cannot guarantee the rooms will still be held when we arrive in 2 days". We then turned up and noticed only one room was refunded. The other still had the full amount deducted from our credit card. I took the opportunity to ask again why they had taken full payments. This time Jamie R said it was the fault of Booking.com and that ‘also’ The Sheraton now have a policy as of 1st January 2017 that they take full payment for all bookings when the booking is made. This was due to people booking and then not paying. What absolute rubbish. This was a straight out lie. I checked this with both Booking.com and also Starwood - I am a Gold Member. Her attitude on this occasion was no better than when I spoke to her on the phone 2 days ago - arrogant and defensive and now argumentative. What a disappointing and frustrating experience. The Attitude from the 2 front desk staff involved left us feeling disrespected and more importantly soured the entire stay. One of several responses from Booking.com is below. Thank you for choosing Booking.com. We are writing to you regarding your reservation 1579499**2 at Sheraton Tribeca New York Hotel, check-in date 2017-01-02, and check-out date 2017-01-16. We are writing this e-mail to apologize also on our behalf and on the behalf of Sheraton Tribeca New York Hotel. It was a big confusion in regards to when the payment for your reservation should be taken and we deeply apologize. We have called the property and spoken to C**ry from reservations today. He has confirmed that the payment for the room has been taken because he arrived after 6 PM and this is their policy for arrivals after 6 PM they charge the reservation - which we now find was totally untrue In terms of the payment for your room they informed us that the payment was taken and then reverted. Right now your room is not paid for, they only made a pre-authorization. We deeply apologize because we understand that you thought you would be charged under certain policies and that did not happen. Please let us know how you would be like to be compensated and we will inform the property of this to see what they can offer. Please let us know in what way we can assist you further with this reservation and we will forward your requests to the property. We hope that you are having a nice visit in New York, regardless of these issues which have arisen due to the property taking the payment beforehand. Please feel free to contact us with any additional questions. Kind regards, Booking.com
"Stay somewhere else unless you're desperate or until it's been refurbished"
I booked a 5 night stay here as I wanted a downtown location. I'm SPG Platinum and this hotel offered great deal on redeeming points. Check in went smoothly, Sal at front desk couldn't have been nicer or more helpful. Unfortunately I then went to my room, first impressions were it needed a refurb but I could suck it up as the view from the outdoor deck of the business lounge wad so fantastic and would compensate. Then I noticed the bed cover and a large dirty mark so I called housekeeping to have it changed. An hour later called again. 2 hours later I went to the front desk...someone came to my room and sorted things. I knew Canal St would be noisy but even on a high floor it was just crazy. My bed was old, had a dip in it so after a terribly uncomfortable night I went to the front desk at 6am to let them know I was checking out. The front desk manager was very understanding and credited back all my points. I relocated to the W Union Square - heaven! So great staff, great view from club lounge but noisy & uncomfortable...much better options at similar pricepoint.
"Club level but received non-club level room"
This review is for the club level room. Pluses: good location by soho and chinatown/little italy. Negatives: Very small room A bit old Now, I booked club level room, but I realized they gave me 2nd floor room, which is not a club level and with a blocked view to the deck of the building where the flags are. I did not realize this is non club room after the last day. So, for you readers who want to book club level, please be careful when checking in! Club levels are 19 and above! Ask for it. Very tricky front desk! I am not very happy with this. The club lounge breakfast is very minimal. Just like motel's style muffin and coffee. The view from the lounge is good, however.
"Friendly staff and convenient location"
The front desk staff could not have been more helpful! They were friendly and attentive to every detail. They made our stay in New York very comfortable. Our room was clean and had everything that we needed. The location was very convenient. We definitely would stay here agin.
For New York it's ok. I stayed in Nov 2014 and it was awesome!! Stayed in 2015 and it's been broken in for sure, wasn't as clean or nice. But that's New York. The rooms get used every day and they get broken in and 'old' very fast. It's a Sheraton, so the beds and bedding are good quality. I'm in my 40's now so I'm getting picky on quality, not sure I would stay again. Next visit I'll have to just pay more for cleaner higher quality room. Or may to pay more for better room at the hotel. My room was a smaller room in the back of the hotel. Our friends stayed in suite upstairs that was actually nicer -
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 2:00 PM