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our top 6 most-asked questions

The questions we get asked the most often!

coronavirus information

Everything you need to know about your safety and our house rules.

bookings

How, what and where to book.

How can I cancel the booking if I booked via citizenM?

It's too bad you cannot make it, we were looking forward to seeing you! If you have booked directly through the citizenM website, you can cancel your booking yourself via my booking page. Depending on the rate type you chose, you may or may not be charged.

How can I cancel the booking if I booked elsewhere?

It's too bad you cannot make it, we were looking forward to seeing you! If you booked through a third party (for example, another website, your travel agent, etc), you will need to cancel the reservation directly with them. You will likely find their contact details in the reservation confirmation email. Depending on the rate type chosen at time of booking, you may or may not be charged.

Can I cancel my room without fees?

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

When you book the prepay rate, there is a 24-hour cancellation window and a full refund will be given. You can then book a new stay. After 24 hours pass, you can still cancel your stay, but no refunds or changes are possible. This 24-hour period does not apply to bookings made less than 48 hours before the stay date.

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

If you booked one of these rates, you can cancel your booking for free up to a certain point in time. To check your cancellation deadline, check your booking confirmation email, or log into my booking and look under 'my reservations' for 'cancellation policies'. There, you will see your free cancellation deadline.

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

Please contact them directly, or check your booking confirmation email for the cancellation information.

hotel information

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

societyM meeting rooms

How, what and where to book.

contact

All the ways you can get in touch with us.