how can we help?

We might have the answers to all of life's questions. If not, contact us.

our top 6 most-asked questions

The questions we get asked the most often!

bookings

How, what and where to book.

How do I book?

Who can stay at the hotel?

What can I book?

How can I pay?

How can I pay in advance?

To pay in advance, log into 'my booking' where you can pre-pay for up to 72 hours (3 days) before your arrival date.

To pre-pay someone else's reservation, you'll need to know the guest's last name, reservation number and the hotel where they are staying. Enter the information on this page to access the booking overview, then click the big red button to pre-pay.

Can I pay on arrival?

Did you book a prepay rate via the citizenM website or app?

With a prepay rate (as the name suggests) you cannot pay on arrival - you pay when you make your booking.

Did you book a flexible, long stay, mycitizenM or mycitizenM+ rate via the citizenM website or app?

You can pay on arrival with any credit card you prefer (it doesn't have to be the same card you used to make the reservation). We accept all major credit cards. Most of our hotels do not accept cash for room payment.

Did you book via a third party (booking.com, Expedia, travel agent, etc)?

Your payment terms are set by the third parties, and you will know if you have to prepay or not at the time of making your booking.

How do I get an invoice?

Immediately after check-out, the final invoice will be sent to the email address confirmed during check-in.

Did you delete the email, or it never arrived? You can view and download your invoice anytime by logging into my booking page. You can also view or download the invoice by filling in the hotel location, the guest's last name and the reservation number.

Can I pay cash?

Most of our hotels are cashless. We accept all of the following cards: Visa, MasterCard, American Express, Maestro, Discover and JCB. Please note that a credit card is mandatory in order to check-in, also when you prepaid or paid with a debit card. Remember to bring a credit card with you! For your convenience, you may charge your spending to your room. We will ask you to settle any balances over the value of 250 EUR / GBP / USD / CHF or 1500 DKK. All room nights must be paid for in advance. If you need to extend your stay, we will ask you to pay for the additional nights at the time of reservation extension.

When do I pay?

You can pay up until 72 hours (3 days) before check-in through my booking page. After that, you can only pay at check-in (online check-in before you arrive, or personally at the hotel).

How can I confirm if a payment has been made?

You can check if your reservation has been prepaid at anytime through here. You can also contact us via chat if you are unsure.

Do I need to bring the credit card used for booking when checking in?

You will need a credit card to check in, but it doesn't have to be the same credit card used to book. It can be any other card you prefer to use.

Do you take deposits?

Did you book a prepay rate via the citizenM website or app?

With a prepay rate (as the name suggests) we do not take deposits, because you pay for your booking in full upfront.

Did you book a flexible, long stay, mycitizenM or mycitizenM+ rate via the citizenM website or app?

No, we don't take deposits. You only need a valid credit card number to reserve your room online.

Did you book via a third party (booking.com, Expedia, travel agent, etc)?

No, we don't take deposits. You only need a valid credit card with you when you arrive at the hotel.

How can I change the address or the name on the invoice?

We can do that for you, as long as the guest has not checked out. Modifications are not possible after departure. To request your change, please contact us.

Can I modify my booking?

I already stayed

Can I cancel my booking?

hotel information

Paris, New York or Taipei? Find all location-specific information here.

societyM meeting rooms

How, what and where to book a meeting room.

group bookings

How, what and where to book 11 or more rooms.

contact

All the ways you can get in touch with us.