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our top 6 most-asked questions
The questions we get asked the most often!
How, what and where to book.
How do I book?
Who can stay at the hotel?
What can I book?
How can I pay?
Can I modify my booking?
How do I change the dates of the booking via citizenM?
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, no refunds or changes are possible. You can change dates until 72 hours before arrival (11.59 PM local hotel time); guest name and hotel are not changeable. If the new rate is higher, the difference is paid at check-in. If lower, guests forfeit the difference. To change, contact our customer service team via the chat box, or via WhatsApp at +44 744 417 1707 (text only).
Did you book a flexible, long stay, mycitizenM or mycitizenM+ rate via the citizenM website or app?
If you booked a flexible, long stay, mycitizenM or mycitizenM+ rate directly on our website, you can cancel your reservation via 'my booking', and then book a new stay.
How do I change the dates of the booking if I did not book via citizenM?
For all third-party bookings (these are all bookings not made via the citizenM website or app), any cancellations or modifications must be done via that channel. Please check your confirmation email for details and terms of your booking, and contact your channel directly.
Can I change the name of the booking?
Can I change the number of people in the room?
Yes and you'll be happy to know we don't charge extra for additional people in the room (unlike most hotels). The number of guests can be changed from 1 to 2 (and vice versa) via my booking page. You can also do it at check-in.
If you booked through a third party (for example, another website, your travel agent, etc) you will need to contact them to make this adjustment. You will likely find their contact details in the reservation confirmation email.
If the second person needs breakfast, you can simply buy it in the morning at canteenM. It won't cost any extra, the price is always the same.
Can I add breakfast to my reservation ?
Yes, you can add breakfast with one click while you're making your reservation. If you aren't sure yet, simply buy it on the day of arrival or in the morning. The price is the same.
I already stayed
Can I cancel my booking?
Paris, New York or Taipei? Find all location-specific information here.
societyM meeting rooms
How, what and where to book a meeting room.
How, what and where to book 11 or more rooms.
All the ways you can get in touch with us.