faqs

The Website

Who is citizenM?: citizenM is named after a new type of traveller; the mobile "citizen" of this world. Mobile citizens are frequent – but wise – travellers, globally aware, value conscious, not afraid of technology, contemporary, informed and have a social, free spirited personality.
Can I see my future reservations online?: Yes you can, just login and go to "my profile", where you can view and edit your reservations. If you do not have a username, please create one by clicking here.
Can I download my invoice online?: Yes you can, just login and go to "my profile", where you can download all invoices of past stays. If you do not have a username, please create one by clicking here.
I forgot my password to login, can you re-send?: Sure, follow this link and we will re-send your password.
Why do you want me to create a username and a password?: We would like to get to know you! As a citizen, you will receive a lot of benefits, including 15% discount any day of the year, no black out days!
What are "Ambassadors"?: citizenM Ambassadors are always on hand to cater for all guests' needs. Whether it's preparing you a fresh cappuccino, helping with your check-in, or any other help you might need.
Am I a "citizenM"?: Because you found us, you are.
I was trying to make a booking but lost my internet connection. Was my reservation finished?: Did you get an email with a confirmation number from us? If you did, go to "my profile". If you did not receive an e-mail, please try to make your reservation again by clicking here.
Do I need to make a reservation?: We recommend that you do as availability is limited.
How can I change my citizen profile?: Go to "my profile".
Can others see my citizen profile?: No they cannot, all information is between you and us and we will never share this with anyone else.
Can you keep me in the loop?: We'd love to! Please enter your email address here and we will keep you posted on a regular basis. The more we get to know you, the better we can keep you informed.
Does each hotel have its own website?: Yes! Just select the hotel that you want to have a closer look at and it will take you to the hotel page.
I created a username and a password. Why did you not remember me when I returned to your website?: It's a thing called "cookies". Some computers or company networks do not allow that we store your citizen details on the computer. You'll have to enable "cookies" to be recognized.
Can I find citizenM in Google or Yahoo?: We love search engines! You can find us by typing in citizenM, but we'll also do our best to be found when you type in other relevant keywords.
Why can I not find citizenM on certain big travel websites?: Some of these sites charge hotels up to 35% of each reservation. Hotels that pay these percentages cannot afford to offer you the best rate. citizenM believes that rates should be transparent for you and will always give you the best rate there is. citizenM does work with a selected number of partners online.
Can I link to your website?: Sure, and we would like to know that you do, so please let us know by sending an email to info@citizenm.com
Can you link to my website?: If this is relevant to all citizens, we would love to link to your website from our community.

Reservations

Do you have express check out?: citizenM does not know express check out, as our check out process is done through the same kiosk as you have done your check-in on. It only takes a minute of your time.
Can I smoke anywhere in the hotel?: citizenM is a smoke-free hotel.
Are there any disabled accessible rooms? How many? What facilities do you provide for physically disabled people?: All our rooms and floors can be accessed by wheelchair, special bars are available to assist while in lavatories.
Can I bring my dog?: There are no pets allowed at citizenM except guide dogs.
How many people are allowed in the room?: Our rooms are suitable for up to two people, including children, no extra beds or cribs available.
We are 2 adults and 2 children, can the children have their own room?: Under adult supervision children from twelve years and over can have their own room
Can I charge food and/or drinks to my room account?: Yes all expenses within the hotel can be charged onto your room.
Where can I find the best rate?: At citizenM.com we will always have our best rates available. Not just the same rate as you can find anywhere else, but the best rate.
How do I book a room?: You can book a room with citizenM online, using our online booking tool.
Do I need to prepay my stay with citizenM?: citizenM hotels offer you two options: a lowest rate that you will have to prepay – book this when you are sure that you will visit us; or a rate that is a little higher, but offers you the flexibility of modifying and cancelling according to the cancellation policy.
Can I pay cash?: In canteenM you can of course, our rooms however can only be paid by credit or debit card.
Which credit cards do you accept?: American Express, Mastercard, Eurocard, Maestro, VISA, Dinersclub, PIN
What is your telephone number?: You can reach us by calling +31(0)20 4080 498
Can I call you to make a reservation?: We have developed a secure method for making your reservation online. Having people answering phones is very costly, so avoid that and pass the savings on!
How do I cancel my reservation?: If the cancellation policy of your reservation allows you to cancel, you can cancel by visiting your profile
Why do you ask me for a theme?: citizenM hotel rooms are designed with Philips technology to make our room your room. You can tell us your favourite colour, preferred temperature, what time you want to be woken up, and how you want to be woken up. Also, we can play your favourite music or put your room in a certain mood.
Will I receive a confirmation when I book?: Yes you will receive a confirmation by email. You will need Acrobate Reader to open it. Go here to get Acrobate Reader if you do not have it on your pc: http://www.adobe.com/.
As a travel agent I am wondering how I can book citizenM Hotels: citizenM hotels can be booked in the Global Distribution Systems, including Sabre (YP 52959), Amadeus (YP AMS299), Galileo (YP 68367) and Worldspan (YP 52959).
Can I get any discounts during special periods?: citizenM hotels always offer the best rates, not just in periods where hotels are empty.
Are there any extra fees?: All our rates include VAT and city tax is added in the reservations process, so no surprises when you check in! Wireless internet, movie channels and music channels are included are free of charge!
Am I allowed to bring my pet?: No, guide dogs for the physically challenged only.
What is the check in / check out time?: You can check in from 2pm, you need to leave the room before 11 am
What happens if I want to leave a day early?: All roomcharges are prepaid at check in, no refunds possible
Can I reserve a late check out?: Just check with one of our hosts if there is availability. Extra charges may apply.
Do you provide extra beds or facilities for children?: From a regulatory perspective we can only allow two people per room, this includes children and babies.

Hotel Concept/Acquisition

Where can I find citizenM hotels?: citizenM hotels will be on the most wanted spots in the world. Check it out yourself, HERE.
What does citizenM stand for?: The hotel is named in honour of you and people like you – wise, independent and modern travellers who know the world, appreciate local cultures and know what they want from good hotel and what they don't want from a bad one. We call them Mobile citizens. citizenM stands for citizenMobile. citizenM is a place where citizens meet, work, sleep, eat, relax and dream.
Why did you invent citizenM?: Our feeling was that world travellers were ready for something new. We thought you didn't want to pay for bits of a hotel you don't use (centre piece lobby fountain, tasteless sculptures in hallways, stuffy uniformed staff, that kind of thing). citizenM likes to be humble so we won't brag too much. However, we think you'll find citizenM to offer efficient design hotels with great facilities on good locations for an affordable price.And nice big pillows. You should never forget about the pillows!
Who designed the citizenM Hotel?: citizenM was designed by Concrete Architectural Associates, located in Amsterdam but seen all over the world. Check out their website: concreteamsterdam.nl
What makes your concept different from others?: citizenM started as an observation about a new breed of traveller and became a hotel named after and based around the needs of this new traveller. citizenM differentiates itself by creating the concept completely around its guests, the citizens. For example, we know you like free wi-fi, so that's what you get.
How many stars does citizenM have?: Modern hotels don't fit into what we believe is an out-dated star classification system. Our rooms include technology and innovations not covered by traditional hotel rating systems. Some hotels, in case you were curious, even try to go beyond 5 stars and claim to be 6 or even 7 stars. We like to think we offer a high star luxury for a low star price. Let us know if you agree!
Where do you build the rooms?: The rooms are produced at a secret location in our own factory somewhere in Europe. Does that keep you guessing?
Who are citizenM's partners?: citizenM has chosen its partners very carefully. These are our partners.
Can I have a citizenM Hotel in my city?: If you know a good location for citizenM, let us know via roll-out@citizenM.com. We like suggestions.
How many hotels is citizenM going to build?: Our target for the future is to open ten hotels per year.
In which countries citizenM is interested in?: We have started off constructing two hotels in the Netherlands. Now our sights are set on the rest of Europe. Later on, we would like to meet citizens in the rest of the world.

The Room

What is the size of the room?: The room is 14 square metres, or 78 cubic metre.
What facilities do you provide in the room?: The room is filled with a kingsize bed, flatscreen television, rainshower, full length mirror, washing basin, toilet, laptopsafe, global plug system, lots of pillows (never forget about the pillows), Philips mood controls, phone, seating and table area, bag storage and other neat ideas. All rooms have big windows!
Is there a wireless internet access in the room?: In the room you can use Internet everywhere: on your bed, on the floor, even on the toilet. Just don't use it in the shower... Your laptop won't like that.
What does the moodpad do?: The Philips Moodpad is a technological wonder and can be seen as your personal assistant in your room. It wakes you up, opens the blinds, turns on the lights, controls the television and adapts the room to your chosen theme colour/mood/music.
Is the room safe?: Only you can enter the room with your personal room key. So no-one will be able to catch you. In case of an emergency the hotel manager is able to enter your room.
I have a big suitcase, is there any space for it in the room?: Only you can enter the room with your personal room key. So no-one will be able to catch you. In case of an emergency the hotel manager is able to enter your room.
I have a big suitcase, is there any space for it in the room?: You can store your opened suitcase in the bed drawer, so you can easily take out the stuff you need. There is also some space to hang your clothes.
Can I order a wake-up call?: Your mood pad will gladly accept this request
Why do I need to select a theme for the room, and what does it do?: We want the citizenM room to be your room. Therefore you can adapt some room features to your liking. If you select a theme, your room will have special colour lighting, music and digital art which fit to this theme.
Do you have any adapters available in the hotel?: There is no need to bring power adapters as our rooms come equipped with a "global plug system"
Do you provide room service?: Sorry, but no, this is another way to keep the luxury affordable for the people. But you're welcome to pop down to the canteenM at any moment and choose one or more of our food and beverage delicacies.
Can I purchase the cool stuff you have in the room?: Yes, coming soon on the citizenM website. All citizenM branded items you can buy in the hotel as well
Your website says that all movies are free of charge. Will there be any record of them on my bill?: No, no-one will know which movies you have watched.
Can I keep my room key?: We would like you to keep your room key because you can use it again next time you visit a citizenM. We will be able te recognize you and your settings of the room next time you visit! Also it is a handy luggage tag that you can easily tag on to your suitcase!
Can I take the Moodpad?: Sorry, the Moodpad belongs to the room and does not work outside the room. The room will instantly know if the Moodpad leaves and notify our staff. 500 euro will be charged to your creditcard if the Moodpad is taken as a souvenir.
A bathroom in my bedroom, is that not going to be smelly?: Not to worry, a special, well ventilated toilet will prevent from doing so.
Is there a window in the room?: You cannot miss it. One end of the room is all glass! Allowing plenty of natural daylight to enter your room.
Is there airconditioning in the room?: Yes, and you're in charge of it using the moodpad.
Do you provide soaps, shampoo etc?: You will find luxury bespoke amenities in all of our rooms, specially developed by a famous "nose" (who was also responsible for creations by Commes des Garçons, Viktor & Rolf and Helmut Lang).
Will my laptop be safe if I leave the room?: All rooms come with a laptop safe and it does exactly what the name suggests.
Can I smoke in my room?: Afraid not. citizenM likes a smoke-free environment.
Are there any facilities for disabled in the room?: Yes, all of our rooms are suitable for handicapped but please let us know in advance and we'll be able to assist you.
Can I separate the bathroom from the room?: There is a curtain to separate the bathroom from the room, so you can shower in privacy.
Do you have any suites?: All rooms are equal, therefore no suites.
How big is the bed?: It's really BIG: 2 metres by 2 metres and decked out in the finest linen.
Do you have a full mirror in the room?: It's good to look your best. Therefore each room has a full length mirror with theatre lighting.

Location

Can I park at the hotel?: Depends on the hotel. Please check the hotel website for your destination.
Can you tell me how to get to the hotel?: Tell us which citizenM Hotel you want to visit and we'll tell you how to get there. Click HERE.
Is there public transport available close to the hotel?: This differs according to each hotel. We try to be as close as possible to public transportation. For more details, check the hotel website of your destination.
Are there any restaurants nearby?: Since we are always at the best locations, there are probably many restaurants in the neighbourhood. Just don't forget our canteenM which is open 24 hours a day. Ask our Ambassadors for tips or check out our online community (and feel free to add your favourites).
Do you provide a shuttle transport?: All our hotels are located within easy reach of public transportation. Therefore we do not provide a shuttle.
Do you have a 24 hour reception desk?: Yes we do. You can check in anytime and our staff is available 24/7.
Can I call the hotel directly?: All phonecalls are centralized so our staff can concentrate on you when you're in the hotel. Call our general number for more information, click here for the contact details.
Does the front door of the hotel close at night?: Yes, but it opens with your roomkey. Plus, there are always Ambassadors present to let you in.

Food & Beverage/Lobby

Do you offer wired internet?: We don't, but we have PC's in our living rooms for you to work on.
Is there a restaurant in every hotel?: If your stomach is singing, head to canteenM with a 24-hour choice of signature sandwiches, salads, sushi, warm dishes and more. There are also limited-edition beverages and coffee, prepared by an in-house barista. In the evening, the bar offers fine spirits, cocktails, champagne and fresh draft beer. Enjoy!
When is canteenM open?: 24 hours a day, 7days a week.
Can I use the wireless internet in the living rooms?: Yes, but only for citizens, so make sure you register as a citizen.
Can I bring a friend?: You can bring as many friends as you wish to the living rooms. However, although the beds are large enough for at least four friends, the room is just for two persons.
Why do I need to check in myself?: We think it is faster if you check in by yourself. Plus, if you check in yourself, the Ambassadors will have even more time to assist you with all your other needs. Of course, they can also assist you with checking in.
Do I need to check out?: citizenM thinks it is nice to say goodbye before you leave. Please take a minute to use the same kiosk as you used on your way in.
Is there any personnel to assist me?: Of course. We call them Ambassadors. Ask them anything about anything (though their specialist subject is citizenM, definitely).
Why do you call your lobby "Living Rooms by Vitra"?: All furniture in the living rooms is designed by Vitra. We are sure you will like them.
What is Vitra?: Vitra designs the places where people work - be that in the office, at home, or on the road. Their goal: to make work as appealing, productive and healthy as possible. Active internationally, Vitra works together with the major designers of the day.
Can I watch television in the living rooms?: Many living rooms have a television. You are free to watch any program you like.
Is there a power outlet for my laptop in the living rooms?: Yes, there are various plug in points.
Can I store my luggage when my room is not ready yet?: We have lockers for you to store your luggage.
Do you have any elevators?: Did you know that an elevator is one of the best spots to meet other citizens? That's why we have at least two in each hotel.
Can I give you my laundry when in the hotel?: We are sorry, but we do not provide any laundry services.
Can I charge food and/or drinks to my room account?: Yes you can using your roomkey.
Will I receive a receipt of my stay?: It is all up to you. You can print your receipt at the end of your stay. If you want to save some trees, we can email it to you or you can check it when you login on your personal citizen account.

Partners/Merchandising

How can I purchase citizenM merchandise?: When you are in a citizenM you can buy most of the merchandise directly in the lobby. If something is not available during your stay, we will take care of the delivery to the address of your choice. All merchandise is for sale at our website. So you can order whenever and wherever you want.
What can I buy from citizenM?: You can buy all the stuff a citizen of the world needs while travelling. Of course you can also buy something to give to your friends at home.
When I am in the hotel, can I take any Vitra, Philips or citizenM stuff with me?: In any citizenM you can buy our Vitra and Philips products. Simply order them on our website and we will deliver it to you home address. The citizenM merchandise will be for sale in canteenM.
How do you deliver it to my address?: Since most of the products are too heavy for our citizenM homing pigeons, we have chartered a postal company to deliver your shoppings to your address.
Do I win something for reading through all the FAQs?: Yes, you win the eternal praise, wonder and gratitude of all of us here at citizenM.