how can we help?
We might have the answers to all of life's questions. If not, contact us.
Everything you need to know about your safety and our house rules.
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 fixed rate?
If you booked at a fixed rate, you will be able to cancel the reservation, but you will be charged the full amount for your stay.
If you still want to proceed with your cancellation, go to my booking page to view and cancel your reservation.
- Did you book a flexible rate?
If you booked a flexible rate, you can cancel your booking for free up to a certain point in time. To check this, log into my bookings and look under 'cancellation policies'. There, you will see your free cancellation deadline.
Paris, New York or Shanghai? Find all location-specific information here.
All the ways you can get in touch with us.