I hate that I have to post this, but, I feel compelled to say something. I am a disabled person, I use a mobility aid to get around most of the time. When I arrived at this hotel last Monday after a day of traveling from LA, I was distressed to find that there were only stairs to get inside. luckily, I had my husband with me, and he went inside to inquire about accessibility. After a few moments, a conceiege came up and explained they would be placing metal ramps on the stairs (like from moving trucks for dollys). This caused a disruption in such a busy area, and I was deeply embarrassed. It caused a lot of unwanted attention but it does get worse. As I tried to line up my wheelchair with the makeshift and very steep ramp, the concierge held their hand up to me and yelled "STAY!" like they were commanding an animal. Needless to say, after not eating for 12 hours, being stressed from traveling, and now being publicly humiliated, I started sobbing. I also hurt my hand on the way in but ignored it because I didn't want a further scene. I do commend the manager for coming to my aid for an unrelated matter, and the concierge who set up the ramp and apologized for the "accomodations."

Had a good stay here. Room was clean. Service was pleasant.I asked for a quiet room so they gave me an interior room that had a dark window, so no natural light. Otherwise no complaints. Hallway decor is interesting to get to this particular building : black walls and no natural light in lobby. Great location if you are going to the theatre. Just be prepared for the additional daily fee (think it was $40/night.)

We just returned from a 4 night stay at The Sanctuary Hotel in New York and WOW! The location alone is incredible; right in Times Square! The staff are all so lovely and friendly, Jose on reception stands out to us as I had previously emailed the hotel prior to our arrival to organise a surprise for my husband! They offered many packages, which I didn’t go for as I wanted to save money to spend whilst on holiday, I told them this and they went out of their way to have a slice of New York cheesecake in our room for free for my husband and a card written for him!! It made him feel so special and I was so happy! The room was cleaned every day which makes such a nice difference when you come in after being out exploring all day! Showers were lovely, waterfall style so refreshing! Honestly would definitely book here again! Thank you so much!

I throughly enjoyed my stay. & on my next vacation to NY I will be back! Lobby is beautiful & smells amazing. Door men are super helpful with luggage & open the front door for you all day. Front desk staff were kind & attentive. Rooms are cleaned twice a day so you don’t have to rush out in the morning to come back to a clean room. They have breakfast for $25 a day if you so choose. Using the gym will cost you too. There’s a facility fee & a temporary $300 hold on a card, just in case you mess their room up. They’re upfront about this & you will get it back if you leave the room mostly how you found it. Building is secure & you feel safe knowing no one can just walk in & go up the elevator without a key card. I had the king deluxe to myself so I didn’t feel like it was too small of a room like a lot of people complain about. If you plan to stay here with someone else, you’ll be close & cozy. Bathroom is kind of open, toilet only has a sliding door & shower only has a curtain to cover. So keep that in mind if you plan to travel with someone you’re not THAT close to lol. All in all it was great. The only slightly negative things I could say was that when I arrived the smaller shower head was dirty, I told front desk & it was cleaned immediately. So no big deal. & You’re close to time square so EXPECT some noise at all hours of the night… it’s NYC after all. Turn on some white noise or the room fan & you’re good! Thanks for making my stay enjoyable.

Completely Unacceptable Experience at a “Five-Star” Hotel Our stay at The Sanctuary at Kiawah Island was nothing short of a nightmare. For nearly 24 hours, our room — and the surrounding hallway — was filled with a horrific, raw sewage stench. This wasn’t a minor inconvenience; it was overwhelming, disgusting, and completely unacceptable for any hotel, let alone one that markets itself as five-star. We reported the issue to the front desk five separate times, as well as to housekeeping and engineering. Multiple other guests were also complaining, so this clearly wasn’t an isolated issue. Despite this, nothing was done in a timely or effective manner. Staff repeatedly failed to resolve the problem or even communicate a clear plan. Only at 7:00 PM — after an entire day of enduring the smell — did they finally offer to move us to another room. By that point, we had two very young children settled in for the night, with cribs, diapers, and all the chaos that comes with traveling with kids. Moving at that hour was completely impractical. Had they offered this solution earlier in the day (we first complained around 2:00 PM), we absolutely would have taken it. To make matters worse, even after the smell temporarily dissipated the next day, it returned again. When we escalated the issue to management, we expected a response that reflected the severity of the situation and the hotel’s supposed luxury standards. Instead, we were offered a single complimentary dinner — which is frankly insulting given the circumstances. A free night would have been the bare minimum for enduring raw sewage conditions in our room. This is not a five-star experience. It does not come close to the standards of a Four Seasons or any comparable luxury property. It feels like a large, impersonal resort where guest experience is clearly not a priority. Raw sewage in a guest room is unacceptable — full stop. We will not be returning.

Hello there Jimmy, the hotel director we thank you so much for your support and the hospitality, you have provided us at the hotel like you have promised to us that will experience a wonderful time at the hotel and indeed we have thanks to so much, me and my wife had a wonderful time, your hotel is beautiful, and the people was so nice and friendly, we have the opportunity to meet your hotel manager Leni another great professional. It was the best experience I have during my birthday at the hotel. the hotel is at the perfect location we loved unfortunately we have cut our vocation short due to the snow blizzards, but will definitely come back again. BestR Van and Daiana

We really enjoyed our short, one-night stay at Sanctuary. The staff was incredibly helpful with any of our questions; recommendations for a quick bite, which subway to take to our destination, hailing our cabs, caring for our belongings before and after check-out. They were friendly and beyond accommodating! The rooms were clean and offered a wonderful bathroom with lots of space and modern finishings! The location was perfect! Again, the service we received during our stay will continue to be the highlight and the main reason for me to leave this review! We ate at the Sushi Lab which is located on the top floor of hotel and was equally amazing with service and incredible fare! Could not greatly recommend this boutique hotel any more (not my first stay in NYC)!!

I booked this hotel decently last minute and without much thought but it truly ended up being possibly my favorite hotel in the theater district. We had the deluxe room which was spacious and comfortable. The location truly can't be beat walk ability wise, plus being on a side street made it a lot quieter than the usual NYC hotel. The staff were friendly and helpful. We will definitely be returning.

A warm friendly welcome on arrival. Rooms were very small with no view from the window just a brick wall. Staff couldn't do enough for you and food was good as hotel included a continental breakfast on the top floor of the hotel. (Fire exit was blocked with chairs though. ) Well stocked mini bar in the room and snacks tray but it was all expensive. Also a menu and room service. Rooms were cleaned to a high standard every day. There was a bar on the first floor but it was soulless and rarely manned. However there were plenty of others within feet of the hotel. It was well situated for all of the tourist attractions. Despite being on top of Times Square it wasn't noisy. A subway station at the end of the street.

We have just returned from a one week stay at Sanctuary hotel, New York. The location was perfect, a stones throw away from absolutely everything. We had a slight issue upon arrival, we actually booked this hotel through a 3rd party company Love holidays.. which had sold us a lie, and falsely advertised this hotel and the package we paid for. We didn't realise this until we arrived, we surprisingly had to pay deposits & fees at this hotel that we weren't expecting to pay, so we were a few hundred out of pocket already upon arrival, something we hadn't budgeted for as we weren't made aware. Again this was not the hotels fault directly, but something worth knowing if you've booked with a 3rd party company. Jose at the front desk had checked us in, and helped us the entire time, and he was so lovely and helpful. Extremely friendly also! He explained this is a frequent issue with Love Holidays, and talked us through contacting them once we're home to get a refund. The hotel is beautiful, had a nice partial window view of times square, the bed is SO comfortable! Also shout out to Jaydee the bell boy, what a diamond he is!! So attentive, very friendly and so welcoming. We had a issue regarding our pick up with the transfer company to come back home Sunday. As so many roads was shut, the driver kept giving mixed signals , he had to park streets away but didn't explain exactly where he was.. Jaydee made sure everything was as stress free as possible, he spoke to the transfer company on my phone to find out exactly where he was, and then walked me and my fiancée to the taxi driver, streets away, and made sure we got in that cab safely. He was the only bell boy working that day, everything was hectic but he made everything flow so freely and made everything easy for us. Will definitely return to this hotel!!